Strange Issues

Hey Guys,

I have a queue setup that has a scrip that creates a ticket on resolve
using a custom template to define the queue, status, content etc… Im
having a problem with the scrip actually creating the ticket. The
debug file indicates the scrip is being executed using the correct
template, but a ticket isnt actually being created… Any suggestions?

Thanks,

Ben Blakely

Hey Guys,

I have a queue setup that has a scrip that creates a ticket on resolve
using a custom template to define the queue, status, content etc… Im
having a problem with the scrip actually creating the ticket. The
debug file indicates the scrip is being executed using the correct
template, but a ticket isnt actually being created… Any suggestions?

http://wiki.bestpractical.com/index.cgi?FAQ

= FAQ =

== When you want to ask a question ==

First of all, read How To Ask Questions The Smart Way
!http://www.catb.org/~esr/faqs/smart-questions.html

Don’t forget to specify:

  • shell> uname -a - OS, Distribution.
  • GetSoftwareVersions - RT, Perl, RTFM, DBIx::SearchBuilder, Apache,
    ModPerl, FastCGI, MySQL, PostgresSQL versions.
  • Debug - Don’t forget attach errors, logs, think about debug log level.
  • If you are not running the most recent stable version of
    RT/RTFM/RTIR then upgrade before asking your question.
  • MailingListArchives - In any case try to search in the archives of
    the RT mailing lists.

Andy Harrison

Andy,

Excuse…

Debian 3.1r1 - vanilla kernel - RT 3.2.1
Perl v5.8.4
Mysql 4.0.22
Apache 1.3.33

I have a scrip setup as the following, on resolve create ticket using
template Actiononapprove

Template Contents:

===Create-Ticket: hamnetprov
Queue: Pending_Approvals_Hamilton_Network_Provisioning
Depended-On-By: {$Tickets{‘TOP’}->Id}
Type: Ticket

{$Transaction->Content()}

ENDOFCONTENT

The scrip is run on a resolve, but no ticket is actually created.
Below is the debug. Just an FYI, the ticket that is being set to
resolve is of the Approval type.

Dec 21 23:33:38 rtnag RT: Line: ===Create-Ticket: hamnetprov
Dec 21 23:33:38 rtnag RT: **** Create ticket: create-hamnetprov
Dec 21 23:33:38 rtnag RT: Line: Subject: Pending request for
{$Tickets{‘TOP’}->Subject}
Dec 21 23:33:38 rtnag RT: Line: Queue:
Pending_Approvals_Hamilton_Network_Provisioning
Dec 21 23:33:38 rtnag RT: Line: Depended-On-By: {$Tickets{‘TOP’}->Id}
Dec 21 23:33:38 rtnag RT: Line: Type: Ticket
Dec 21 23:33:38 rtnag RT: Line:
Dec 21 23:33:38 rtnag RT: Line: {$Transaction->Content()}
Dec 21 23:33:38 rtnag RT: Line:
Dec 21 23:33:38 rtnag RT: Line: ENDOFCONTENT
Dec 21 23:33:38 rtnag RT: About to commit scrips for transaction3242

Excuse for asking a non detailed question…

Regards,

Ben BlakelyOn Wed, 22 Dec 2004 11:47:06 -0500, Andy Harrison aharrison@gmail.com wrote:

On Tue, 21 Dec 2004 21:25:04 -0500, Ben Blakely bblakely@gmail.com wrote:

Hey Guys,

I have a queue setup that has a scrip that creates a ticket on resolve
using a custom template to define the queue, status, content etc… Im
having a problem with the scrip actually creating the ticket. The
debug file indicates the scrip is being executed using the correct
template, but a ticket isnt actually being created… Any suggestions?

http://wiki.bestpractical.com/index.cgi?FAQ

= FAQ =

== When you want to ask a question ==

First of all, read How To Ask Questions The Smart Way
!http://www.catb.org/~esr/faqs/smart-questions.html

Don’t forget to specify:

  • shell> uname -a - OS, Distribution.
  • GetSoftwareVersions - RT, Perl, RTFM, DBIx::SearchBuilder, Apache,
    ModPerl, FastCGI, MySQL, PostgresSQL versions.
  • Debug - Don’t forget attach errors, logs, think about debug log level.
  • If you are not running the most recent stable version of
    RT/RTFM/RTIR then upgrade before asking your question.
  • MailingListArchives - In any case try to search in the archives of
    the RT mailing lists.


Andy Harrison

I have a scrip setup as the following, on resolve create ticket using
template Actiononapprove

Template Contents:

===Create-Ticket: hamnetprov
Subject: Pending request for {$Tickets{‘TOP’}->Subject}
Queue: Pending_Approvals_Hamilton_Network_Provisioning
Depended-On-By: {$Tickets{‘TOP’}->Id}
Type: Ticket

{$Transaction->Content()}

ENDOFCONTENT

I’ve never actually used the CreateTickets action before, but offhand
I’d say you probably aren’t going to get much mileage out of the
{$Transaction->Content()} piece.

Besides, the CreateTicket perldoc indicates you should use:

Content: Blah
blah
blah
ENDOFCONTENT

You have the ENDOFCONTENT part, but not the beginning Content: part.

Andy Harrison