The “Reply to reporters” feature from an Incident is quite nice… But I was
wondering, is there any way for an RTFM Article (that uses
RTFM::ArticleTemplate), used in such a “multi”-reply, to include the report
ticket numbers instead of the incident ticket number?
I solved this one (granted, a workaround…) by simply rephrasing the
message to something like: see the subject field for the ticket number.
But now I’m having another interesting challenge with regards to
RT::FM includes an option (RTFM_TicketCreate) to enable RTFM Article use
on ticket create pages (especially useful when doing an investigate to
from Lookup.html). This is really nice.
But when Create.html uses an RTFM Article, it doesn’t work with the
RTFM::Extension::ArticleTemplates extension. It actually borks on
ParseTemplate() not being able to reach $Ticket, which should be
$TicketObj passed from Create.html. This isn’t being passed on entirely as
it should (or just not passed).
I’ve been poking around in
in the RT::FM plugin directory, and
in the RTFM::Extension::ArticleTemplates plugin directory, and other
places, but can’t quite seem to get it right…
Any ideas where to start to make it work?
The error and call stack from an apache error log is:
[Wed Jan 12 11:27:27 2011] [error]: Article parsing error: Can’t call method “CustomFieldValues” on an undefined value at template line 6.
[Wed Jan 12 11:27:27 2011] [error]: Couldn’t parse article’s content: Article parsing error (/opt/rt3/local/plugins/RTFM-Extension-ArticleTemplates/html/Callbacks/RTFM-Extension-ArticleTemplates/RTFM/Article/Elements/Preformatted/ProcessContent:21)
and the undefined value at template:6 is $Ticket->CustomFieldValues(‘IP’);
in this specific example. The RTFM Article (+ template code) works from
Michal Wodzinski, DK-CERT (UNI-C)
3587 8817 / 2483 2451
PGP Key ID: 0x67AF700C (hkp://pgp.mit.edu)