[rt-users] help in creating Scrips

Mon Jun 15 11:01:25 EDT 2009

Thanks Raed. Your help is very much appreciated.

All is fine now.

On Mon, Jun 15, 2009 at 10:27 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> I think you are misunderstanding what merge actually mean, or I am
> misunderstanding you, when you merging you are making 2 tickets into 1, so
> the scrip we did will create a ticket then merge it into your existing
> **Problem** ticket, so as per the logs below if you search for ticket 2410
> it should give you the original Problem ticket with the new ticket embedded.
>
>
> Regards;
> Roy
>
> rmp dmd wrote:
>
>>
>> Thanks Raed. I changed it. However, tickets are still created when sent
>> with the same subject.
>>  Below are the logs: Hope you can help me identify.
>>  Thanks!
>>  LOGS
>>  _1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is
>> CRITICAL **:_
>>  [Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8'
>> for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
>> [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for
>> transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips
>> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for transaction
>> #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>> [Mon Jun 15 14:01:27 2009] [info]: <
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net>> #2410/37182 -
>> Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for
>> transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:28 2009] [info]: <
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net>> sent To:
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> Cc:  Bcc:
>>  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:01:28 2009] [info]: <
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net>> #2410/37182
>> - Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record it.
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:381)
>> [Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to not
>> record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
>> [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for
>> transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:28 2009] [info]: <
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net>> sent To:
>>  Cc:  Bcc: penaranda at echoworx.com <mailto:penaranda at echoworx.com>
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' by
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>> (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)
>>
>>   _2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt
>> is CRITICAL **_
>>   [Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8'
>> for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
>> [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to prepare scrips for
>> transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Mon Jun 15 14:04:42 2009] [debug]: Found 4 scrips
>> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
>> [Mon Jun 15 14:04:43 2009] [debug]: About to commit scrips for transaction
>> #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>> [Mon Jun 15 14:04:43 2009] [info]: <
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net>> #2411/37189 -
>> Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:04:43 2009] [debug]: About to think about scrips for
>> transaction #37190 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:43 2009] [info]: <
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net>> sent To:
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> Cc:  Bcc:
>>  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:04:43 2009] [info]: <
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net>> #2411/37189
>> - Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:04:44 2009] [debug]: We found a part. we want to record it.
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:381)
>> [Mon Jun 15 14:04:44 2009] [debug]: We found an attachment. we want to not
>> record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
>> [Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:44 2009] [debug]: About to think about scrips for
>> transaction #37191 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:44 2009] [info]: <
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net>> sent To:
>>  Cc:  Bcc: penaranda at echoworx.com <mailto:penaranda at echoworx.com>
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:04:44 2009] [info]: Ticket 2411 created in queue 'IT' by
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>> (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)
>>
>
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