Custom Fields Periodically not working

Hi we recently upgraded from 3.4.5 to 3.8.2. At the same time I updated
to Extract Custom Fields 2.0. We use a webform which validates an email
generation to a queue. The form has not changed.

In some tickets we will not have any custom fields loaded. The emails
that create them visually look the same. Here is an example record from
the Custom Field template:

Description|body|Description:\s*(.+)\s*|

I see that there are 2 options that are omitted, the parsing command and
the final q or * option. Is there some reason that we could visually
see the fields but they do not apply on seemingly random tickets? Does
this have anything to do with MIME attachments?

Any help greatly appreciated!

-Tim

Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you.

For these tickets I see that the scrips aren’t even firing. I have
other scrips with the same conditions that are firing.

The condition is On Create and the stage is Transaction Create. Should
the Stage be Transaction Batch instead?

-Tim-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Monday, April 13, 2009 3:44 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Fields Periodically not working

Hi we recently upgraded from 3.4.5 to 3.8.2. At the same time I updated
to Extract Custom Fields 2.0. We use a webform which validates an email
generation to a queue. The form has not changed.

In some tickets we will not have any custom fields loaded. The emails
that create them visually look the same. Here is an example record from
the Custom Field template:

Description|body|Description:\s*(.+)\s*|

I see that there are 2 options that are omitted, the parsing command and
the final q or * option. Is there some reason that we could visually
see the fields but they do not apply on seemingly random tickets? Does
this have anything to do with MIME attachments?

Any help greatly appreciated!

-Tim

Notice: This UI Health Care e-mail (including attachments) is covered by
the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is
confidential and may be legally privileged. If you are not the intended
recipient, you are hereby notified that any retention, dissemination,
distribution, or copying of this communication is strictly prohibited.
Please reply to the sender that you have received the message in error,
then delete it. Thank you.

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

It appears that tickets that are created from incoming emails with
attachments are the tickets that the custom fields are not working on.
I see a note in the modules history that attachments were broken and
fixed in a very early version. Any help appreciated at this point.

Thanks,
-Tim-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Tuesday, April 14, 2009 11:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields Periodically not working

For these tickets I see that the scrips aren’t even firing. I have
other scrips with the same conditions that are firing.

The condition is On Create and the stage is Transaction Create. Should
the Stage be Transaction Batch instead?

-Tim

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Monday, April 13, 2009 3:44 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Fields Periodically not working

Hi we recently upgraded from 3.4.5 to 3.8.2. At the same time I updated
to Extract Custom Fields 2.0. We use a webform which validates an email
generation to a queue. The form has not changed.

In some tickets we will not have any custom fields loaded. The emails
that create them visually look the same. Here is an example record from
the Custom Field template:

Description|body|Description:\s*(.+)\s*|

I see that there are 2 options that are omitted, the parsing command and
the final q or * option. Is there some reason that we could visually
see the fields but they do not apply on seemingly random tickets? Does
this have anything to do with MIME attachments?

Any help greatly appreciated!

-Tim

Notice: This UI Health Care e-mail (including attachments) is covered by
the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is
confidential and may be legally privileged. If you are not the intended
recipient, you are hereby notified that any retention, dissemination,
distribution, or copying of this communication is strictly prohibited.
Please reply to the sender that you have received the message in error,
then delete it. Thank you.

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com