RT Mail Command

RT Users
1

I need to resolve in a batch 332 tickets using RT Mail Command.

I tried this command:

%RT USER hermann
%RT PASS blablabla
%RT RESOLVE 1833
%RT RESOLVE 1836
%RT RESOLVE 1837

Then I received this reply:

%RT USER hermann
RT: Username hermann noticed.
PASS ***** RT: You are now authenticated as hermann.
%RT RESOLVE 1833
RT: Batching resolve of 1833.
%RT RESOLVE 1836
RT: Batching resolve of 1836.
%RT RESOLVE 1837
RT: Batching resolve of 1837.
RT: Request #1833 has been resolved. (6972)
RT: Request #1833 has been resolved. (0)
RT: Request #1833 has been resolved. (0)

The only >>really<< resolved case was 1833. The other 2 tickets remains
“untouched”…

Any clues?

Thanks,

Hermann

2

I need to resolve in a batch 332 tickets using RT Mail Command.

I tried this command:

%RT USER hermann
%RT PASS blablabla
%RT RESOLVE 1833
%RT RESOLVE 1836
%RT RESOLVE 1837

Then I received this reply:

%RT USER hermann
RT: Username hermann noticed.
PASS ***** RT: You are now authenticated as hermann.
%RT RESOLVE 1833
RT: Batching resolve of 1833.
%RT RESOLVE 1836
RT: Batching resolve of 1836.
%RT RESOLVE 1837
RT: Batching resolve of 1837.
RT: Request #1833 has been resolved. (6972)
RT: Request #1833 has been resolved. (0)
RT: Request #1833 has been resolved. (0)

I’m not sure, but the problem seems to be at near end of sub
parse_headers (ui/mail/manipulate.pm):

if ($#resolve_nums > -1) {
print “RT: Resolving $#resolve_nums tickets\n” if ($debug);
foreach $ticket (@resolve_nums) {
print “Resolving $ticket\n” if ($debug);
($trans, $message)=&rt::resolve($resolve_nums[$count], (split(/@/, $authenticated_user))[0]);

I think that the last line should look like:
($trans, $message)=&rt::resolve($ticket, $authenticated_user);
^— main problem + ^— safe mistake

The only >>really<< resolved case was 1833. The other 2 tickets remains
“untouched”…

Any clues?

Thanks,

Hermann

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Jan Okrouhly
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Laboratory for Computer Science | phone: (420 19) 7491588
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