Help in creating Scrips

Hi,

I would like to create a scrip which reject tickets with “Resolve” on the
subject of the email request.

We have set-up nagios alerts that send email to RT for creation of tickets.
We do not want tickets to be created when nagios send a RESOLVE alert.

Kind novice on scrip. thanks for the help!

Hi,

I would like to create a scrip which reject tickets with “Resolve” on the
subject of the email request.

We have set-up nagios alerts that send email to RT for creation of tickets.
We do not want tickets to be created when nagios send a RESOLVE alert.

I f you do this with scrip, you will accept the mail, create a ticket,
then set it rejected. So you will fill your database with unusefull
rejected tickets.

Filter those mail with your mda or mta before entering RT would be a
better idea I think.

(or better, try to identify an already open ticket corresponding to this
resolve action (based on mail content/subject maybe, you will have to
modify lib/RT/Interface/Email.pm (method Gateway)) and add this mail to
this ticket and set it resolved with a scrip)

Emmanuel Lacour wrote:

Hi,

I would like to create a scrip which reject tickets with “Resolve” on the
subject of the email request.

We have set-up nagios alerts that send email to RT for creation of tickets.
We do not want tickets to be created when nagios send a RESOLVE alert.

I f you do this with scrip, you will accept the mail, create a ticket,
then set it rejected. So you will fill your database with unusefull
rejected tickets.

Filter those mail with your mda or mta before entering RT would be a
better idea I think.

(or better, try to identify an already open ticket corresponding to this
resolve action (based on mail content/subject maybe, you will have to
modify lib/RT/Interface/Email.pm (method Gateway))

http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages

and add this mail to
this ticket and set it resolved with a scrip)


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

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

Thank you very much Drew. Your link definitely is a big help.

The syntax are quite different with the programming applications that I am
familiar (very few though). It’s very hard modifying it for our specific
use. Is there a guide about this?

For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on

Subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ )

and *(\d\d\d\d\d\d?) on

$subject =~ /\D*(\d\d\d\d\d\d?)\D*/)

Thank you very much!

rmp dmd wrote:

Thank you very much Drew. Your link definitely is a big help.

The syntax are quite different with the programming applications that I am
familiar (very few though). It’s very hard modifying it for our specific
use. Is there a guide about this?

These are perl regular expressions. See
http://perldoc.perl.org/perlre.html for details, but the following means…

For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on

Subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ )

         /   <-- start of matching operator
           \*\*    <-- match two * characters literally.  Without
                       the \ escape, * is an operator that means
                       'zero or more times'
               PROBLEM <-- match literal text
                       (  <-- start of capture group
                         \w+  <-- one or more 'word' characters
                            ) <-- close capture group
                              -  <-- match literal text
                                 (.*)   <-- capture group of zero or
                                            more of any sequence of
                                            characters. '.' is the
                                            wildcard character
                                        <-- match literal ' ' char
                                     (\w+) <-- capture group of one
                                               or more word chars.
                                             <-- another space
                                            \*\*  <-- two more stars
                                                / <-- end of match
                                                      expression

Note that all the white space in the expression also has to match
literally. In summary this captures 3 strings out of the matched
text: the first word after '** PROBLEM ‘, Everything in the middle
and then the last word at the end before ’ **’.

and *(\d\d\d\d\d\d?) on

$subject =~ /\D*(\d\d\d\d\d\d?)\D*/)

\D is a non-digit character. \d is a digit, so this matches any
number of non-digit characters \D*, then it captures 5 digits
\d\d\d\d\d and possibly also a 6th digit \d? (? is an operator
meaning 0 or 1 times) followed by any number of non-digit characters
\D* again. You could write the capture expression bit as (\d{5,6})
meaning ‘from 5 to 6 digits’

Cheers,

Matthew

Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK

signature.asc (259 Bytes)

Thank you very Matthew for that concise response. Appreciate it!

Follow-up though or anyone who understand scrips, kindly help.

Please teach me what is OPERATOR => ‘=’, ENTRYAGGREGATOR,
OPERATOR value is expecting from status.

This is the line from the scrip:

$search->LimitStatus(VALUE => ‘new’, OPERATOR => ‘=’, ENTRYAGGREGATOR =>
‘or’);
$search->LimitStatus(VALUE => ‘open’, OPERATOR => ‘=’);

The entire script is below.

Thank you very much!
Roehl

If the subject of the ticket matches a pattern suggesting

that this is a Nagios RECOVERY message AND there is

an existing ticket (open or new) in the “General” queue with a matching

“problem description”, (that is not this ticket)

merge this ticket into that ticket

Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html

my $problem_desc = undef;

my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader(‘Subject’);
if ($subject =~ /** RECOVERY (\w+) - (.*) OK **/) {
# This looks like a nagios recovery message
$problem_desc = $2;

$RT::Logger->debug("Found a recovery msg: $problem_desc");

} else {
return 1;
}

Ok, now let’s merge this ticket with it’s PROBLEM msg.

my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => ‘General’);
$search->LimitStatus(VALUE => ‘new’, OPERATOR => ‘=’, ENTRYAGGREGATOR => ‘or’);
$search->LimitStatus(VALUE => ‘open’, OPERATOR => ‘=’);

if ($search->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search->Next) {
# Ignore the ticket that opened this transation (the recovery one…)
next if $self->TicketObj->Id == $ticket->Id;
# Look for nagios PROBLEM warning messages…
if ( $ticket->Subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket->Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger->debug(“Merging ticket " .
$self->TicketObj->Id . " into $id because of OA number match.”);
$self->TicketObj->MergeInto($id);
# Keep looking for more PROBLEM tickets…
}
}
}

$id || return 1;

Auto-close/resolve this whole thing

$self->TicketObj->SetStatus( “resolved” );
1;On Thu, Jun 11, 2009 at 3:37 AM, Matthew Seaman < matthew.seaman@thebunker.net> wrote:

rmp dmd wrote:

Thank you very much Drew. Your link definitely is a big help.

The syntax are quite different with the programming applications that I
am
familiar (very few though). It’s very hard modifying it for our specific
use. Is there a guide about this?

These are perl regular expressions. See
http://perldoc.perl.org/perlre.html for details, but the following
means…

For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on

Subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ )

        /   <-- start of matching operator
          \*\*    <-- match two * characters literally.  Without
                      the \ escape, * is an operator that means
                      'zero or more times'
              PROBLEM <-- match literal text
                      (  <-- start of capture group
                        \w+  <-- one or more 'word' characters
                           ) <-- close capture group
                             -  <-- match literal text
                                (.*)   <-- capture group of zero or
                                           more of any sequence of
                                           characters. '.' is the
                                           wildcard character
                                       <-- match literal ' ' char
                                    (\w+) <-- capture group of one
                                              or more word chars.
                                            <-- another space
                                           \*\*  <-- two more stars
                                               / <-- end of match
                                                     expression

Note that all the white space in the expression also has to match
literally. In summary this captures 3 strings out of the matched
text: the first word after '** PROBLEM ‘, Everything in the middle
and then the last word at the end before ’ **’.

and *(\d\d\d\d\d\d?) on

$subject =~ /\D*(\d\d\d\d\d\d?)\D*/)

\D is a non-digit character. \d is a digit, so this matches any
number of non-digit characters \D*, then it captures 5 digits
\d\d\d\d\d and possibly also a 6th digit \d? (? is an operator
meaning 0 or 1 times) followed by any number of non-digit characters
\D* again. You could write the capture expression bit as (\d{5,6})
meaning ‘from 5 to 6 digits’

   Cheers,

   Matthew


Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK

Roehl;

The below:

$search->LimitStatus(VALUE => ‘new’, OPERATOR => ‘=’, ENTRYAGGREGATOR =>
‘or’);
$search->LimitStatus(VALUE => ‘open’, OPERATOR => ‘=’);

simply means in sql terms :

Select from Tickets where Status = ‘new’ OR Status = ‘open’

OPERATOR => ‘=’, is the =
ENTRYAGGREGATOR => ‘or’ is the OR

However generally with Status the default ENTRYAGGREGATOR is ‘OR’ and
default operator is ‘=’ so you can re-write the above two lines as:
$search->LimitStatus(VALUE => ‘new’);
$search->LimitStatus(VALUE => ‘open’);

achieves the same query.

Roy

rmp dmd wrote:

Hi,

Is there a way to override the SITE_CONFIG_FILE location? It seems no
matter what argument I put in configure to change the location of
RT_SiteConfig.pm it still says:
SITE_CONFIG_FILE=$(CONFIG_FILE_PATH)/RT_SiteConfig.pm in Makefile. I
need to change this to /etc/RT_SiteConfig.pm. Any Ideas?

Cheers,
Hossein Rafighi

Thank you very much Raed.

This problem explains while I merging the newly created tickets to a ticket
with status ‘new’ on the top of the list.

I need to merge new ticket to an existing ticket with subject matching **
PROBLEM - any words - CRITICAL ** .

1st request, this is a match: #2316: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **

The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **

I will merge ticket 2316 and 2317 with 2312.

Somehow this merge to a ticket DRP with ID 720. This is ticket is on the
top of IT queue list

223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT

Below is the script. I hope somebody can help.

Thanks!
Roehl

my $oa = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader(‘Subject’);
if ( $subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ ) {
$oa = $1;
#$RT::Logger->debug(“Found oa: $oa”);
}
else { return 1; }

my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => ‘IT’);
$TicketsObj->LimitStatus(VALUE => ‘new’);
$TicketsObj->LimitStatus(VALUE => ‘open’);

if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug(“Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.”);
$self->TicketObj->MergeInto($id);
1;

I changed this

$TicketsObj->LimitStatus(VALUE => ‘new’);
$TicketsObj->LimitStatus(VALUE => ‘open’);

to:

$TicketsObj->LimitCustomField(CUSTOMFIELD => ‘OAReqNum’, OPERATOR => ‘=’,
VALUE => $oa);

but I’m getting error

Jun 11 22:13:13 data1 RT: Query error in << ( ‘CF.’ = ‘alert’ ) AND (
‘Queue’ = ‘IT’ ) >>: Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)

'm guessing, this is because I do not a CustomField. I attached our RT
interface. Anybody kindly help, identify the problem.

My RT interface shows some of this information:

#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
Ticket metadata
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1229@gmail.com

You answered you are own question , yes you are getting the error
because you do not have the custom field
Create the custom field and apply it to all queues (unless the scrip
below is not a global scrip – but I doubt that–)

Can you explain what you are trying to do, maybe we can help you, I am
not sure you need to search on custom fields (considering they don’t
exist to begin with)

Roy

rmp dmd wrote:

I just want to merge new tickets with existing tickets with matching subject
line.

I have been provided with the script below. But getting errors on this line
cause the Custom field is not present.

error $TicketsObj->LimitCustomField(CUSTOMFIELD => ‘OAReqNum’, OPERATOR =>
’=’, VALUE => $oa);

I need to get the ID of the existing ticket and merge the new ticket with
this ID.

The scrip also has $RT::Logger->debug but I can not see anything on
/opt/rt3/var/log/rt.log. I only see errors on /var/log/messages

I already add on /opt/rt3/etc/RT_SiteConfig.pm

Set($LogToFileNamed , “rt.log”);
Set($LogToFile , ‘debug’);

and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.

Thanks for all the help
Roehl

from http://archives.free.net.ph/message/20040319.180325.27528377.en.html

If the subject of the ticket matches a pattern suggesting

that an OA request number is in the subject AND there is

an existing ticket is the OAReq queue with a matching

status field, (that is not this ticket)

merge this ticket into that ticket

my $oa = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader(‘Subject’);
if ( $subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ ) {
$oa = $1;
$RT::Logger->debug(“Found oa: $oa”);
}
else { return 1; }

my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => ‘IT’);
$TicketsObj->LimitCustomField(CUSTOMFIELD => ‘OAReqNum’, OPERATOR => ‘=’,
VALUE => $oa);
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug(“Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.”);
$self->TicketObj->MergeInto($id);
1;On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames rfh@vialtus.com wrote:

You answered you are own question , yes you are getting the error because
you do not have the custom field
Create the custom field and apply it to all queues (unless the scrip below
is not a global scrip – but I doubt that–)

Can you explain what you are trying to do, maybe we can help you, I am not
sure you need to search on custom fields (considering they don’t exist to
begin with)

Roy

rmp dmd wrote:

I changed this
$TicketsObj->LimitStatus(VALUE => ‘new’);
$TicketsObj->LimitStatus(VALUE => ‘open’);
to:
$TicketsObj->LimitCustomField(CUSTOMFIELD => ‘OAReqNum’, OPERATOR
=> ‘=’, VALUE => $oa);
but I’m getting error
Jun 11 22:13:13 data1 RT: Query error in << ( ‘CF.’ = ‘alert’ )
AND ( ‘Queue’ = ‘IT’ ) >>: Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
'm guessing, this is because I do not a CustomField. I attached
our RT interface. Anybody kindly help, identify the problem.

My RT interface shows some of this information:
#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
Ticket metadata
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1229@gmail.com mailto:rmp.dmd1229@gmail.com

Thanks!
Roehl

On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <rmp.dmd1229@gmail.com mailto:rmp.dmd1229@gmail.com> wrote:

   Thank you very much Raed.
           This problem explains while I merging the newly created
   tickets to a ticket with status 'new'  on the top of the list.
           I need to merge new ticket to an existing ticket with

subject
matching ** PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert -
Echo
PC02/check_usa is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL ** The existing ticket
has an ID: 2312 with Subject: ** PROBLEM
alert - Echo PC02/check_usa is CRITICAL ** I will
merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is
ticket is on the top of IT queue list
223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT
Below is the script. I hope somebody can help.
Thanks!
Roehl
my $oa = undef;
my $Transaction = $self->TransactionObj;
my $subject =
$Transaction->Attachments->First->GetHeader(‘Subject’);
if ( $subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ ) {
$oa = $1;
#$RT::Logger->debug(“Found oa: $oa”);
}
else { return 1; }

   my $TicketsObj = RT::Tickets->new($RT::SystemUser);
   $TicketsObj->LimitQueue(VALUE => 'IT');
   $TicketsObj->LimitStatus(VALUE => 'new');
   $TicketsObj->LimitStatus(VALUE => 'open');
                   if ($TicketsObj->Count == 0) { return 1; }
   my $id = undef;
   while (my $ticket = $TicketsObj->Next) {
   next if $self->TicketObj->Id == $ticket->Id;
   $id = $ticket->Id;
   last;
   }
   $id || return 1;
   $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id .
   " into $id because of OA number match.");
   $self->TicketObj->MergeInto($id);
   1;

1- Your error log:

  • If you have not a directory /var/log/rt3 , create it and create the
    file rt.log by touch
    touch /var/log/rt3/rt.log
    then make sure its owned by the user:group running the web server
    (apache or whatever)
    -if you have not already make sure you have the below line in RT_SiteConfig
    Set($LogDir, ‘/var/log/rt3’);

Then restart httpd

2- Your scrip
Why do you need the CF still does n’t make since to me?
In any case for if subject match then merge you can do :
Global/Scrips/New scrip

Condition: On Create (# so we trigger this when a ticket is created)
Action: User defined
Template: Blank

in Custom action preparation code put:
return 1;

in
Custom action cleanup code:
return undef unless ($self->TicketObj->Subject =~ / ** PROBLEM (\w+) -
(.*) (\w+) **/ ) ;
my $subject = $self->TicketObj->Subject()
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => ‘IT’);
$TicketsObj->Limit(FIELD => ‘Subject’ ,VALUE => $subject , OPERATOR =>
‘LIKE’ ); #This tries to match on the whole subject line
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug(“Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.”);
$self->TicketObj->MergeInto($id);
1;

Regards;

Roy

rmp dmd wrote:

Thanks Raed.

I tried you’re script but am getting error.

Jun 12 13:09:54 data1 RT: Scrip 26 Commit failed: Can’t locate object method
"TicketsObj" via package “RT::Action::UserDefined” at (eval 4184) line 1.
Stack: [(eval 4184):1] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Action/UserDefined.pm:81)

there are also errors that are related to syntax (ie missing ; , Ticketobj
instead of ticketsobj).

This is the scrip that I’m running.

Thanks!

scrip:

return undef unless ($self->TicketsObj->Subject =~ / ** PROBLEM (\w+) -
(.*) (\w+) **/ ) ;
my $subject = $self->TicketsObj->Subject();
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => ‘IT’);
$TicketsObj->Limit(FIELD => ‘Subject’ ,VALUE => $subject , OPERATOR =>
‘LIKE’ ); #This tries to match on the whole subject line
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketsObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug(“Merging ticket " . $self->TicketsObj->Id . " into $id
because of OA number match.”);
$self->TicketsObj->MergeInto($id);
1;On Fri, Jun 12, 2009 at 10:31 AM, Raed El-Hames rfh@vialtus.com wrote:

1- Your error log:

  • If you have not a directory /var/log/rt3 , create it and create the file
    rt.log by touch
    touch /var/log/rt3/rt.log
    then make sure its owned by the user:group running the web server (apache
    or whatever)
    -if you have not already make sure you have the below line in RT_SiteConfig
    Set($LogDir, ‘/var/log/rt3’);

Then restart httpd

2- Your scrip
Why do you need the CF still does n’t make since to me?
In any case for if subject match then merge you can do : Global/Scrips/New
scrip

Condition: On Create (# so we trigger this when a ticket is created)
Action: User defined
Template: Blank

in Custom action preparation code put:
return 1;

in
Custom action cleanup code:
return undef unless ($self->TicketObj->Subject =~ / ** PROBLEM (\w+) -
(.*) (\w+) **/ ) ;
my $subject = $self->TicketObj->Subject()
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => ‘IT’);
$TicketsObj->Limit(FIELD => ‘Subject’ ,VALUE => $subject , OPERATOR =>
‘LIKE’ ); #This tries to match on the whole subject line
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug(“Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.”);
$self->TicketObj->MergeInto($id);
1;

Regards;

Roy

rmp dmd wrote:

I just want to merge new tickets with existing tickets with matching
subject line.
I have been provided with the script below. But getting errors on this
line cause the Custom field is not present.
error $TicketsObj->LimitCustomField(CUSTOMFIELD => ‘OAReqNum’, OPERATOR
=> ‘=’, VALUE => $oa);
I need to get the ID of the existing ticket and merge the new ticket with
this ID.
The scrip also has $RT::Logger->debug but I can not see anything on
/opt/rt3/var/log/rt.log. I only see errors on /var/log/messages
I already add on /opt/rt3/etc/RT_SiteConfig.pm
Set($LogToFileNamed , “rt.log”);
Set($LogToFile , ‘debug’);
and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.
Thanks for all the help
Roehl

from

http://archives.free.net.ph/message/20040319.180325.27528377.en.html

If the subject of the ticket matches a pattern suggesting

that an OA request number is in the subject AND there is

an existing ticket is the OAReq queue with a matching

status field, (that is not this ticket)

merge this ticket into that ticket

my $oa = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader(‘Subject’);
if ( $subject =~ /** PROBLEM (\w+) - (.*) (\w+) **/ ) {
$oa = $1;
$RT::Logger->debug(“Found oa: $oa”);
}
else { return 1; }

my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => ‘IT’);
$TicketsObj->LimitCustomField(CUSTOMFIELD => ‘OAReqNum’, OPERATOR => ‘=’,
VALUE => $oa);
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug(“Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.”);
$self->TicketObj->MergeInto($id);
1;

On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames <rfh@vialtus.com<mailto: rfh@vialtus.com>> wrote:

You answered you are own question , yes you are getting the error
because you do not have the custom field
Create the custom field and apply it to all queues (unless the
scrip below is not a global scrip – but I doubt that–)

Can you explain what you are trying to do, maybe we can help you,
I am not sure you need to search on custom fields (considering
they don’t exist to begin with)

Roy

rmp dmd wrote:

      I changed this
          $TicketsObj->LimitStatus(VALUE => 'new');
      $TicketsObj->LimitStatus(VALUE => 'open');
          to:
          $TicketsObj->LimitCustomField(CUSTOMFIELD =>
   'OAReqNum', OPERATOR
      => '=', VALUE => $oa);
          but I'm getting error
          Jun 11 22:13:13 data1 RT: Query error in << (  'CF.' =
   'alert'  )
      AND (  'Queue' = 'IT'  ) >>: Unknown field: CF. at
      /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.  Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]

[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
'm guessing, this is because I do not a
CustomField. I attached
our RT interface. Anybody kindly help, identify the problem.
My RT interface shows some of this information:
#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is
CRITICAL **
Ticket metadata
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1229@gmail.com
mailto:rmp.dmd1229@gmail.com <mailto:rmp.dmd1229@gmail.com
mailto:rmp.dmd1229@gmail.com>

                Thanks!
      Roehl


      On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <rmp.dmd1229@gmail.com <mailto:rmp.dmd1229@gmail.com> <mailto:rmp.dmd1229@gmail.com <mailto:rmp.dmd1229@gmail.com>>> wrote:

          Thank you very much Raed.
                  This problem explains while I merging the newly
   created
          tickets to a ticket with status 'new'  on the top of
   the list.
                  I need to merge new ticket to an existing
   ticket with subject
          matching ** PROBLEM - any words - CRITICAL ** .
                  1st request, this is a match: #2316: ** PROBLEM
   alert - Echo
          PC02/check_usa is CRITICAL **
          2nd request, this is a match: #2317: ** PROBLEM alert -
   Echo
          PC02/check_usa is CRITICAL **                The
   existing ticket has an ID: 2312 with Subject: ** PROBLEM
          alert - Echo PC02/check_usa is CRITICAL **
I will merge ticket 2316 and 2317 with 2312.
                  Somehow this merge to a ticket DRP with ID 720.
    This is
          ticket is on the top of IT queue list
                  223 Centralize Sever login   open IT
          668 test on Saturn             open  IT
          720 DRP                           new  IT
          745 Backup - all corporate  open  IT
          873 Image Ken Gen           open  IT
          1135 DSS-3 tapes             new  IT
                  Below is the script.  I hope somebody can help.
                  Thanks!
          Roehl
                  my $oa = undef;
          my $Transaction = $self->TransactionObj;
          my $subject =
          $Transaction->Attachments->First->GetHeader('Subject');
          if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
          $oa = $1;
          #$RT::Logger->debug("Found oa: $oa");
          }
          else { return 1; }

          my $TicketsObj = RT::Tickets->new($RT::SystemUser);
          $TicketsObj->LimitQueue(VALUE => 'IT');
          $TicketsObj->LimitStatus(VALUE => 'new');
          $TicketsObj->LimitStatus(VALUE => 'open');
                          if ($TicketsObj->Count == 0) { return 1; }
          my $id = undef;
          while (my $ticket = $TicketsObj->Next) {
          next if $self->TicketObj->Id == $ticket->Id;
          $id = $ticket->Id;
          last;
          }
          $id || return 1;
          $RT::Logger->debug("Merging ticket " .
   $self->TicketObj->Id .
          " into $id because of OA number match.");
          $self->TicketObj->MergeInto($id);
          1;

Typo on my part change all instances of:
$self->TicketsObj->
to $self->TicketObj->

Note it should TicketObj and not Ticket_s_Obj

Regards;
Roy

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@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@data1.echoworx.net> sent To:
rmp.dmd1229@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@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@data1.echoworx.net> sent To: Cc:
Bcc: penaranda@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@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@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@data1.echoworx.net> sent To:
rmp.dmd1229@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@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@data1.echoworx.net> sent To: Cc:
Bcc: penaranda@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@gmail.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)

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. Your help is very much appreciated.

All is fine now.On Mon, Jun 15, 2009 at 10:27 AM, Raed El-Hames rfh@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@data1.echoworx.net <mailto:
rt-3.4.5-19172-1245074487-524.2410-3-0@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@data1.echoworx.net <mailto:
rt-3.4.5-19172-1245074487-524.2410-3-0@data1.echoworx.net>> sent To:
rmp.dmd1229@gmail.com mailto:rmp.dmd1229@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@data1.echoworx.net <mailto:
rt-3.4.5-19172-1245074487-1275.2410-19-0@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@data1.echoworx.net <mailto:
    rt-3.4.5-19172-1245074487-1275.2410-19-0@data1.echoworx.net>> sent To:
    Cc: Bcc: penaranda@echoworx.com mailto:penaranda@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@gmail.com mailto:rmp.dmd1229@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@data1.echoworx.net <mailto:
    rt-3.4.5-19317-1245074683-948.2411-3-0@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@data1.echoworx.net <mailto:
    rt-3.4.5-19317-1245074683-948.2411-3-0@data1.echoworx.net>> sent To:
    rmp.dmd1229@gmail.com mailto:rmp.dmd1229@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@data1.echoworx.net <mailto:
    rt-3.4.5-19317-1245074683-272.2411-19-0@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@data1.echoworx.net <mailto:
    rt-3.4.5-19317-1245074683-272.2411-19-0@data1.echoworx.net>> sent To:
    Cc: Bcc: penaranda@echoworx.com mailto:penaranda@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@gmail.com mailto:rmp.dmd1229@gmail.com
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)