Uploading pdfs to RTFM


#1

Is there a way to upload files to RTFM (pdf manuals and such), in a
similar manner to attaching files to a ticket?

In fact, if I could easily link pdfs from RTFM into tickets, that would
be the best thing. I’d like to expand our ticketing site to be a full
support site, which would include a doc repository. I’m hoping RTFM can
do that so that I don’t have to script something to auth against RT’s
user database so users can download things. Has anyone done something
like this?

Thanks!

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607


#2

Whoops. I guess I just had to create the proper custom field. My bad,
I’m new to RTFM.

However, I’m now having trouble including uploaded files into tickets.
When I search on an article, put it into the “Include RTFM article” box,
click Go, it updates the text of the ticket. But when I click Submit, I
receive the following error. Any hints would be appreciated.

error:

RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record.
(/usr/lib/rt/RT/Record.pm line 1462)

context:

492:

else {

493:

my ( $package, $filename, $line );

494:

( $package, $filename, $line ) = caller;

495:

496:

die “$AUTOLOAD Unimplemented in $package. ($filename line $line) \n”;

497:

}

498:

499:

}

500:

code stack:

/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/usr/lib/rt/RT/Record.pm:1462
/usr/lib/rt/RT/Ticket_Overlay.pm:2641
/usr/lib/rt/RT/Ticket_Overlay.pm:2557
/usr/lib/rt/RT/Interface/Web.pm:1496
/usr/lib/rt/RT/Interface/Web.pm:1446
/var/rt/html/Ticket/Display.html:145
/var/rt/html/Ticket/Update.html:214
/var/rt/html/autohandler:215

raw error http://10.100.58.145/Ticket/Update.html#raw

RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record.
(/usr/lib/rt/RT/Record.pm line 1462)

Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception(‘RT::FM::Article::_UpdateTime
Taken Unimplemented in RT::Record. (/usr/lib/rt/RT/Record.pm line 1462)
^J’) called at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496
DBIx::SearchBuilder::Record::AUTOLOAD(‘RT::FM::Article=HASH(0xae7f040)’,
0) called at /usr/lib/rt/RT/Record.pm line 1462
RT::Record::_NewTransaction(‘RT::FM::Article=HASH(0xae7f040)’, ‘Type’,
‘AddLink’, ‘Field’, ‘ReferredToBy’, ‘NewValue’,
‘fsck.com-rt://squee.tivo.com/ticket/7’, ‘ActivateScrips’, ‘’,
‘TimeTaken’, 0) called at /usr/lib/rt/RT/Ticket_Overlay.pm line 2641
RT::ticket::_AddLink(‘RT::Ticket=HASH(0xac738b8)’, ‘Silent’, undef,
‘Type’, ‘RefersTo’, ‘Target’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Base’, ‘’) called at
/usr/lib/rt/RT/Ticket_Overlay.pm line 2557
RT::ticket::AddLink(‘RT::Ticket=HASH(0xac738b8)’, ‘Target’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Type’, ‘RefersTo’) called
at /usr/lib/rt/RT/Interface/Web.pm line 1496
HTML::Mason::Commands::ProcessRecordLinks(‘RecordObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘ARGSRef’, ‘HASH(0xac8888c)’) called at
/usr/lib/rt/RT/Interface/Web.pm line 1446
HTML::Mason::Commands::ProcessTicketLinks(‘TicketObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘ARGSRef’, ‘HASH(0xac8888c)’) called at
/var/rt/html/Ticket/Display.html line 145
HTML::Mason::Commands::ANON(‘TicketObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘UpdateCc’, ‘’,
‘RTFM-Include-Article-Named’, ‘’, ‘SubmitTicket’, ‘Update Ticket’,
‘Status’, ‘open’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘QuoteTransaction’, 105,
‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’, ‘Action’, ‘Respond’,
‘Attach’, ‘’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’,
‘UpdateSubject’, ‘test’, ‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xab
c6204)’, ‘TicketObj’, ‘RT::Ticket=HASH(0xac738b8)’, ‘UpdateCc’, ‘’,
‘RTFM-Include-Article-Named’, ‘’, ‘SubmitTicket’, ‘Update Ticket’,
‘Status’, ‘open’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘QuoteTransaction’, 105,
‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’, ‘Action’, ‘Respond’,
‘Attach’, ‘’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’,
‘UpdateSubject’, ‘test’, ‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, ‘TicketObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘UpdateCc’, ‘’,
‘RTFM-Include-Article-Named’, ‘’, ‘SubmitTicket’, ‘Update Ticket’,
‘Status’, ‘open’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘QuoteTransaction’, 105,
‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’, ‘Action’, ‘Respond’,
‘Attach’, ‘’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’,
‘UpdateSubject’, ‘test’, ‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at /var/rt/html/Ticket/Update.html line
214
HTML::Mason::Commands::ANON(‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update
Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’, ‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update
Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘RTFM_Content’, ‘’,
‘UpdateTimeWorked’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xac
2a794)’, ‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update Ticket’,
‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’, ‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update
Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘RTFM_Content’, ‘’,
‘UpdateTimeWorked’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, ‘UpdateCc’, ‘’, ‘SubmitTicket’,
‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’, ‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update
Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘RTFM_Content’, ‘’,
‘UpdateTimeWorked’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916
HTML::Mason::Request::call_next(‘HTML::Mason::Request::ApacheHandler=HAS
H(0xac7d138)’, ‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update Ticket’,
‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘RTFM_Content’, ‘’,
‘UpdateTimeWorked’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at /var/rt/html/autohandler line 215
HTML::Mason::Commands::ANON(‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update
Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xa6
0de18)’, ‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update Ticket’,
‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, undef, ‘UpdateCc’, ‘’,
‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’,
‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’,
‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’,
‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7,
‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’,
‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’, ‘UpdateAttach’, 1,
‘DefaultStatus’, ‘open’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
461
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
413
HTML::Mason::Request::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0xa
c7d138)’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167
HTML::Mason::Request::ApacheHandler::exec(‘HTML::Mason::Request::ApacheH
andler=HASH(0xac7d138)’) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817
HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=H
ASH(0x953b914)’, ‘Apache2::RequestRec=SCALAR(0xad6575c)’) called at
/usr/bin/webmux.pl line 123
eval {…} at /usr/bin/webmux.pl line 123
RT::Mason::handler(‘Apache2::RequestRec=SCALAR(0xad6575c)’) called at -e
line 0
eval {…} at -e line 0From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kimberly
McKinnis
Sent: Wednesday, June 04, 2008 4:57 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] uploading pdfs to RTFM

Is there a way to upload files to RTFM (pdf manuals and such), in a
similar manner to attaching files to a ticket?

In fact, if I could easily link pdfs from RTFM into tickets, that would
be the best thing. I’d like to expand our ticketing site to be a full
support site, which would include a doc repository. I’m hoping RTFM can
do that so that I don’t have to script something to auth against RT’s
user database so users can download things. Has anyone done something
like this?

Thanks!

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607


#3

WOuld you mind sending this into rtfm-bugs@bestpractical.com
but including your RT versions, RTFM versions and some
information about the Custom FIelds your using?

We don’t currently handle adding attachments to tickets
that are stored in RTFM articles, but it shouldn’t throw
this error.

-kevinOn Jun 4, 2008, at 8:19 PM, Kimberly McKinnis wrote:

Whoops. I guess I just had to create the proper custom field. My
bad, I’m new to RTFM.

However, I’m now having trouble including uploaded files into
tickets. When I search on an article, put it into the “Include RTFM
article” box, click Go, it updates the text of the ticket. But when
I click Submit, I receive the following error. Any hints would be
appreciated.

error:
RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. (/usr/
lib/rt/RT/Record.pm line 1462)
context:

492:
else {
493:
my ( $package, $filename, $line );
494:
( $package, $filename, $line ) = caller;
495:

496:
die “$AUTOLOAD Unimplemented in $package. ($filename line $line) \n”;
497:
}
498:

499:
}
500:

code stack:
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/usr/lib/rt/RT/Record.pm:1462
/usr/lib/rt/RT/Ticket_Overlay.pm:2641
/usr/lib/rt/RT/Ticket_Overlay.pm:2557
/usr/lib/rt/RT/Interface/Web.pm:1496
/usr/lib/rt/RT/Interface/Web.pm:1446
/var/rt/html/Ticket/Display.html:145
/var/rt/html/Ticket/Update.html:214
/var/rt/html/autohandler:215
raw error

RT::FM::Article::_UpdateTimeTaken Unimplemented in RT::Record. (/usr/
lib/rt/RT/Record.pm line 1462)

Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/
Exceptions.pm line 129
HTML
::Mason
::Exceptions::rethrow_exception(‘RT::FM::Article::_UpdateTimeTaken
Unimplemented in RT::Record. (/usr/lib/rt/RT/Record.pm line 1462)
^J’) called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/
Record.pm line 496
DBIx
::SearchBuilder::Record::AUTOLOAD(‘RT::FM::Article=HASH(0xae7f040)’,
0) called at /usr/lib/rt/RT/Record.pm line 1462
RT::Record::_NewTransaction(‘RT::FM::Article=HASH(0xae7f040)’,
‘Type’, ‘AddLink’, ‘Field’, ‘ReferredToBy’, ‘NewValue’, ‘fsck.com-
rt://squee.tivo.com/ticket/7’, ‘ActivateScrips’, ‘’, ‘TimeTaken’, 0)
called at /usr/lib/rt/RT/Ticket_Overlay.pm line 2641
RT::ticket::_AddLink(‘RT::Ticket=HASH(0xac738b8)’, ‘Silent’, undef,
‘Type’, ‘RefersTo’, ‘Target’, ‘fsck.com-rtfm://squee.tivo.com/
article/1’, ‘Base’, ‘’) called at /usr/lib/rt/RT/Ticket_Overlay.pm
line 2557
RT::ticket::AddLink(‘RT::Ticket=HASH(0xac738b8)’, ‘Target’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Type’, ‘RefersTo’)
called at /usr/lib/rt/RT/Interface/Web.pm line 1496
HTML::Mason::Commands::ProcessRecordLinks(‘RecordObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘ARGSRef’, ‘HASH(0xac8888c)’) called
at /usr/lib/rt/RT/Interface/Web.pm line 1446
HTML::Mason::Commands::ProcessTicketLinks(‘TicketObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘ARGSRef’, ‘HASH(0xac8888c)’) called
at /var/rt/html/Ticket/Display.html line 145
HTML::Mason::Commands::ANON(‘TicketObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘UpdateCc’, ‘’, ‘RTFM-Include-Article-
Named’, ‘’, ‘SubmitTicket’, ‘Update Ticket’, ‘Status’, ‘open’, ‘7-
RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Action’, ‘Respond’, ‘Attach’, ‘’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------
^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML
::Mason
::Component
::run(‘HTML::Mason::Component::FileBased=HASH(0xabc6204)’,
‘TicketObj’, ‘RT::Ticket=HASH(0xac738b8)’, ‘UpdateCc’, ‘’, ‘RTFM-
Include-Article-Named’, ‘’, ‘SubmitTicket’, ‘Update Ticket’,
‘Status’, ‘open’, ‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/
article/1’, ‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’,
‘response’, ‘Action’, ‘Respond’, ‘Attach’, ‘’, ‘id’, 7,
‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’,
‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, ‘TicketObj’,
‘RT::Ticket=HASH(0xac738b8)’, ‘UpdateCc’, ‘’, ‘RTFM-Include-Article-
Named’, ‘’, ‘SubmitTicket’, ‘Update Ticket’, ‘Status’, ‘open’, ‘7-
RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Action’, ‘Respond’, ‘Attach’, ‘’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------
^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /var/rt/html/
Ticket/Update.html line 214
HTML::Mason::Commands::ANON(‘UpdateCc’, ‘’, ‘SubmitTicket’,
‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------
^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’, ‘UpdateCc’, ‘’,
‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’,
‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’,
‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’,
‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7,
‘RTFM_Content’, ‘’, ‘UpdateTimeWorked’, ‘’, ‘UpdateSubject’, ‘test’,
‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML
::Mason
::Component
::run(‘HTML::Mason::Component::FileBased=HASH(0xac2a794)’,
‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-
Article-Named’, ‘’, ‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/
article/1’, ‘Status’, ‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’,
’’, ‘UpdateType’, ‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’,
‘id’, 7, ‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’,
‘UpdateSubject’, ‘test’, ‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’, ‘UpdateCc’, ‘’,
‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’,
‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’,
‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’,
‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7,
‘RTFM_Content’, ‘’, ‘UpdateTimeWorked’, ‘’, ‘UpdateSubject’, ‘test’,
‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, ‘UpdateCc’, ‘’,
‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’,
‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’,
‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’,
‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7,
‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’,
‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’, ‘UpdateCc’, ‘’,
‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’,
‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’,
‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’,
‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7,
‘RTFM_Content’, ‘’, ‘UpdateTimeWorked’, ‘’, ‘UpdateSubject’, ‘test’,
‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Request.pm line 916
HTML
::Mason
::Request
::call_next(‘HTML::Mason::Request::ApacheHandler=HASH(0xac7d138)’,
‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-
Article-Named’, ‘’, ‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/
article/1’, ‘Status’, ‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’,
’’, ‘UpdateType’, ‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’,
‘id’, 7, ‘RTFM_Content’, ‘’, ‘UpdateTimeWorked’, ‘’,
‘UpdateSubject’, ‘test’, ‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /var/rt/html/
autohandler line 215
HTML::Mason::Commands::ANON(‘UpdateCc’, ‘’, ‘SubmitTicket’,
‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’, ‘7-RefersTo’,
‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’, ‘open’,
‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7, ‘UpdateTimeWorked’, ‘’,
‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’, ‘Owner’, 22,
‘UpdateContent’, ‘#1: SuperClustering^M^J-------------------
^M^JSuper Clustering documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML
::Mason
::Component
::run(‘HTML::Mason::Component::FileBased=HASH(0xa60de18)’,
‘UpdateCc’, ‘’, ‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-
Article-Named’, ‘’, ‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/
article/1’, ‘Status’, ‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’,
’’, ‘UpdateType’, ‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’,
‘id’, 7, ‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’,
‘UpdateSubject’, ‘test’, ‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Request.pm line 1250
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, undef, ‘UpdateCc’, ‘’,
‘SubmitTicket’, ‘Update Ticket’, ‘RTFM-Include-Article-Named’, ‘’,
‘7-RefersTo’, ‘fsck.com-rtfm://squee.tivo.com/article/1’, ‘Status’,
‘open’, ‘QuoteTransaction’, 105, ‘UpdateBcc’, ‘’, ‘UpdateType’,
‘response’, ‘Attach’, ‘’, ‘Action’, ‘Respond’, ‘id’, 7,
‘UpdateTimeWorked’, ‘’, ‘RTFM_Content’, ‘’, ‘UpdateSubject’, ‘test’,
‘Owner’, 22, ‘UpdateContent’, ‘#1:
SuperClustering^M^J-------------------^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J----------
^M^JSuperClustering.pdf^M^J^M^JWikiText: ^M^J^M^JAttachments: ^M^J>
[kmckinnis - Mon May 12 04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J’,
‘UpdateAttach’, 1, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Request.pm line 461
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 461
eval {…} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 413
HTML
::Mason
::Request
::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0xac7d138)’) called
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167
HTML
::Mason
::Request
::ApacheHandler
::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0xac7d138)’) called
at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817
HTML
::Mason
::ApacheHandler
::handle_request(‘HTML::Mason::ApacheHandler=HASH(0x953b914)’,
‘Apache2::RequestRec=SCALAR(0xad6575c)’) called at /usr/bin/
webmux.pl line 123
eval {…} at /usr/bin/webmux.pl line 123
RT::Mason::handler(‘Apache2::RequestRec=SCALAR(0xad6575c)’) called
at -e line 0
eval {…} at -e line 0

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com
] On Behalf Of Kimberly McKinnis
Sent: Wednesday, June 04, 2008 4:57 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] uploading pdfs to RTFM

Is there a way to upload files to RTFM (pdf manuals and such), in a
similar manner to attaching files to a ticket?

In fact, if I could easily link pdfs from RTFM into tickets, that
would be the best thing. I’d like to expand our ticketing site to be
a full support site, which would include a doc repository. I’m
hoping RTFM can do that so that I don’t have to script something to
auth against RT’s user database so users can download things. Has
anyone done something like this?

Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607


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