Hi Aaron, Good call on the import method - that way RT gets to do all the grunt work. Consider creating a scrip that fires when a ticket is reopened (status changes from resolved to open) and then (quietly) reset it to resolved. Just enable the scrip when your external script is going to be e-mailing attachments to RT. This ought to be pretty straightforward. I would do the status reset using $self->TicketObj->_Set(Field=>'Status', Value=>'resolved', RecordTransaction=>0); rather than $self->TicketObj->SetStatus('resolved'); to avoid triggering any "On Resolve" scrips.
Regards, Gene At 01:05 PM 4/10/2008, Aaron Sallade wrote: >Hmm, > >I wrote a script that can email the attachments to RT with the proper >Ticked ID format in the header, my concern is : > >We just finished our import of data from the legacy system and have >about 15,000 tickets that are resolved, but do not have their >attachments added. If I add them via email, it will open the ticket. > >If I can find out how to not change the status or the resolved date by >commenting out a portion of the code that handles ticket replies, then >it could work. > >Aaron Sallade' >Application Manager >PTSO of Washington >"Shared Technology for Community Health" >(206) 613-8938 Desk >(206) 521-8833 Main >(206) 613-5078 Fax >[EMAIL PROTECTED] > >-----Original Message----- >From: Kenneth Crocker [mailto:[EMAIL PROTECTED] >Sent: Thursday, April 10, 2008 12:45 PM >To: Gene LeDuc >Cc: Aaron Sallade; rt-users@lists.bestpractical.com >Subject: Re: [rt-users] Where are attachments stored? > >Gene, Aaron, > > > Not only that, but the content is stored in various ways, >depending on >the CONTENTTYPE field (text, message, excell, etc.) AND if you have >ORACLE, CONTENTCODING is not supported (at least up to 9). I built my >own Data Dictionary on the ORACLE version of the RT DataBase so I would >know what to do if I was gonna update the DB via SQL or something. >Fooling around with creating or deleting records is more than a bit >tricky external to RT tools. Like I didn't know that ALL users have a >group id record JUST for their individual user ID. It is usually the >User ID plus 1. Anyway, like Gene said, not a trivial exercise. > >Kenn >LBNL > >On 4/10/2008 11:45 AM, Gene LeDuc wrote: > > Aaron, the attachments are stored in RT's database in a table called > > 'Attachments'. There is a field called 'Content' that holds the ones > > and zeros that make up the attachment. I suspect that importing files > > > into RT as ticket attachments will be a non-trivial exercise. > > > > Regards, > > Gene > > > > At 11:02 AM 4/10/2008, Aaron Sallade wrote: > >> I need to import attachments into our RT from our legacy system. How > >> are attachments stored in RT? > >> > >> Aaron Sallade' > >> Application Manager > >> PTSO of Washington > >> /"Shared Technology for Community Health" > >> /(206) 613-8938 Desk > >> (206) 521-8833 Main > >> (206) 613-5078 Fax > >> [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > >> > > > > > > -- > > Gene LeDuc, GSEC > > Security Analyst > > San Diego State University > > > > > > >------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: [EMAIL PROTECTED] > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com