Why not just update them as a comment, which will not re-open the ticket? Alternately, you could just disable the global scrip that re-opens the tickets while you reload. -Chuck Boeheim, SLAC
On Apr 10, 2008, at 1:39 PM, Aaron Sallade wrote: > My concern on that is the timestamp for Resolved and how it impacts > reporting :( > > I am going to try to disable the scrips and see if it works. > > 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: Gene LeDuc [mailto:[EMAIL PROTECTED] > Sent: Thursday, April 10, 2008 1:30 PM > To: Aaron Sallade > Cc: rt-users@lists.bestpractical.com > Subject: RE: [rt-users] Where are attachments stored? > > 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 _______________________________________________ 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. 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