[rt-users] Help with "Correspond" condition

[Kenneth Crocker]

Raed,

Yep. That was it. Thank you sooooo much. I owe you a beer!

Kenn
LBNL

On Tue, Oct 12, 2010 at 9:10 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Raed,
>
> GEEZ! I'll bet that's it. I'll give it a try today.
>
> Thanks.
>
> Kenn
> LBNL
>
>
> On Tue, Oct 12, 2010 at 2:15 AM, Raed El-Hames <Raed.El-Hames at vialtus.com>wrote:
>
>>  Morning Ken:
>>
>>
>>
>> Try this :
>>
>> Change
>>
>> my $message = $ticket->Transactions->First->Content;
>> to
>>
>> my $message = $self->TransactionObj->Content() ; #and remove my $trans
>> line –you don’t need it
>>
>> or
>>
>> my $message = $trans->Content() ;  #keeping my $trans line
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
>> *Sent:* 11 October 2010 17:44
>>
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] Help with "Correspond" condition
>>
>>
>>
>> Raed,
>>
>> Thanks for responding. Yse, I do have a "return 1; in the Custom PRep
>> area. Actually, I have tried getting this to work with the code in one or
>> the other Custom Action areas. As an explanation of the context, I have not
>> been able to get CommanByMail to update a Custom Field defined as either
>> "text" or "Wikitext" if the content is over 76 or so characters. Apparantly,
>> bith Gmail and Thunderbird and perhaps others email providers embed a line
>> break character after that many characters and that causes a "line Break" in
>> CBM and I end up with only partial updates. So, being the stubborn person I
>> am, I got a perl guy to write some code I could put into a scrip that would
>> examine the content of an email, look for a define delimiter (like
>> "Description of Issue:") in the content and put everything after that
>> delimiter into the Custom Field. Make sense? It did to me. In fact, it works
>> perfectly when I set the condition to a Type = "Create" and message header =
>> "received". But on a Correspond (meaning an update email as opposed to a
>> create), it just doesn't seem to see the email at all. Nothing. Nada.
>> Well, anyway, here's the code:
>>
>> # Setup initial values
>>
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> my $cf_obj = RT::CustomField->new($RT::SystemUser);
>> my $cf_name = "Description";
>> my $cf_value = "Didn't work";
>> my $message = $ticket->Transactions->First->Content;
>> my $passed = 0;
>> my $content;
>> my $line;
>>
>> # split up lines in content by line break
>>
>> my @lines = split("\n", $message);
>>
>> # walk thru @lines and find the description
>>
>> foreach $line (@lines)
>>     {
>>      if  ($passed == 1)
>>          {
>>           if  ($content =~ m/^\n$/)
>>               {
>>                $content = $content.$line;
>>               }
>>           else
>>               {
>>                $content = $content."\n".$line;
>>               }
>>          }
>>      if  ($line =~ m/^Description of Issue:/)
>>          {
>>           $line =~ s/Description of Issue://;
>>           $content = $content."\n".$line;
>>           $passed = 1;
>>          }
>>     }
>>
>> $cf_value = $content;
>>
>> # set the value for CF Description
>>
>> $cf_obj->LoadByName( Name => $cf_name );
>> $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
>> $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
>> RecordTransaction=>0 );
>>
>> return 1;
>>
>> Thanks for your help.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames <Raed.El-Hames at vialtus.com>
>> wrote:
>>
>> Ken:
>>
>>
>>
>> Can you post the code that you cut and pasted to get a better idea of the
>> problem.
>>
>> Also something that I always fall into , is writing my action code in “Custom
>> action cleanup code:”  and forgetting about and leaving
>>
>> “Custom action preparation code:”  completely empty, you will need
>>
>> return true ;
>>
>> there.
>>
>>
>>
>> Roy
>>
>>
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
>> *Sent:* 08 October 2010 17:25
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* [rt-users] Help with "Correspond" condition
>>
>>
>>
>> To List,
>>
>> I have some code that strips information out of the content and sticks it
>> into a Custom Field. IT works great when I trigger it with an condition set
>> for email create tickets. Every time, it works with no problem.
>>
>> However, when I set the condition for "On Correspond" it does nothing. I
>> want to be able to update that Custom FIeld the same way I create it
>> initially and I figured "On Correspond" was the right condition. Apparently
>> not.
>>
>> I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So
>> why doesn't the same code (I copied and pasted) that works for a "Create"
>> not work for "On Correspond"?
>>
>> My error messages (which don't make sense since I am user 146 and am a
>> SuperUser) are below:
>>
>> [Fri Oct  8 16:07:44 2010] [warning]: Couldn't enable user 146
>> (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
>> [Fri Oct  8 16:12:51 2010] [error]: Group::HasMember was called with an
>> argument that isn't an RT::Principal or id. It's (undefined)
>> (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
>>
>>
>> Can anyone help me on this? I just need to get the condition right.
>>
>> Thanks.
>>
>> Kenn
>> LBNL
>>
>>
>>
>
>
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