I just want to merge new tickets with existing tickets with matching subject line.
I have been provided with the script below. But getting errors on this line cause the Custom field is not present. error $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=', VALUE => $oa); I need to get the ID of the existing ticket and merge the new ticket with this ID. The scrip also has $RT::Logger->debug but I can not see anything on /opt/rt3/var/log/rt.log. I only see errors on /var/log/messages I already add on /opt/rt3/etc/RT_SiteConfig.pm Set($LogToFileNamed , "rt.log"); Set($LogToFile , 'debug'); and set permissions for the file: touch /opt/rt3/var/log/rt.log chown apache:apache /opt/rt3/var/log/rt.log Viewing the debug logs will surely help. Thanks for all the help Roehl # from http://archives.free.net.ph/message/20040319.180325.27528377.en.html # # If the subject of the ticket matches a pattern suggesting # that an OA request number is in the subject AND there is # an existing ticket is the OAReq queue with a matching # status field, (that is not this ticket) # merge this ticket into that ticket my $oa = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { $oa = $1; $RT::Logger->debug("Found oa: $oa"); } else { return 1; } my $TicketsObj = RT::Tickets->new($RT::SystemUser); $TicketsObj->LimitQueue(VALUE => 'IT'); $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=', VALUE => $oa); if ($TicketsObj->Count == 0) { return 1; } my $id = undef; while (my $ticket = $TicketsObj->Next) { next if $self->TicketObj->Id == $ticket->Id; $id = $ticket->Id; last; } $id || return 1; $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); 1; On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames <r...@vialtus.com> wrote: > You answered you are own question , yes you are getting the error because > you do not have the custom field > Create the custom field and apply it to all queues (unless the scrip below > is not a global scrip -- but I doubt that--) > > Can you explain what you are trying to do, maybe we can help you, I am not > sure you need to search on custom fields (considering they don't exist to > begin with) > > Roy > > rmp dmd wrote: > >> >> I changed this >> $TicketsObj->LimitStatus(VALUE => 'new'); >> $TicketsObj->LimitStatus(VALUE => 'open'); >> to: >> $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR >> => '=', VALUE => $oa); >> but I'm getting error >> Jun 11 22:13:13 data1 RT: Query error in << ( 'CF.' = 'alert' ) >> AND ( 'Queue' = 'IT' ) >>: Unknown field: CF. at >> /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack: >> [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308] >> [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482] >> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641] >> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24] >> [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241] >> [/opt/rt3/lib/RT/Scrip_Overlay.pm:507] >> [/opt/rt3/lib/RT/Scrips_Overlay.pm:192] >> [/opt/rt3/lib/RT/Transaction_Overlay.pm:170] >> [/opt/rt3/lib/RT/Record.pm:1438] >> [/opt/rt3/lib/RT/Ticket_Overlay.pm:720] >> [/opt/rt3/lib/RT/Interface/Email.pm:765] >> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] >> (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484) >> 'm guessing, this is because I do not a CustomField. I attached >> our RT interface. Anybody kindly help, identify the problem. >> >> My RT interface shows some of this information: >> #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL ** >> *Ticket metadata* >> The Basics: >> Id: 2345 >> Status: new >> Left: 0 min >> Priority: 60/0 >> Queue: IT >> Custom Fields: >> Machine Name: No Value >> Customer: No Value >> People: >> Owner: Nobody >> Requestors: rmp.dmd1...@gmail.com <mailto:rmp.dmd1...@gmail.com> >> >> Thanks! >> Roehl >> >> >> >> On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <rmp.dmd1...@gmail.com >> <mailto:rmp.dmd1...@gmail.com>> wrote: >> >> Thank you very much Raed. >> This problem explains while I merging the newly created >> tickets to a ticket with status 'new' on the top of the list. >> I need to merge new ticket to an existing ticket with >> subject >> matching ** PROBLEM - any words - CRITICAL ** . >> 1st request, this is a match: #2316: ** PROBLEM alert - >> Echo >> PC02/check_usa is CRITICAL ** >> 2nd request, this is a match: #2317: ** PROBLEM alert - Echo >> PC02/check_usa is CRITICAL ** The existing ticket >> has an ID: 2312 with Subject: ** PROBLEM >> alert - Echo PC02/check_usa is CRITICAL ** I will >> merge ticket 2316 and 2317 with 2312. >> Somehow this merge to a ticket DRP with ID 720. This is >> ticket is on the top of IT queue list >> 223 Centralize Sever login open IT >> 668 test on Saturn open IT >> 720 DRP new IT >> 745 Backup - all corporate open IT >> 873 Image Ken Gen open IT >> 1135 DSS-3 tapes new IT >> Below is the script. I hope somebody can help. >> Thanks! >> Roehl >> my $oa = undef; >> my $Transaction = $self->TransactionObj; >> my $subject = >> $Transaction->Attachments->First->GetHeader('Subject'); >> if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { >> $oa = $1; >> #$RT::Logger->debug("Found oa: $oa"); >> } >> else { return 1; } >> >> my $TicketsObj = RT::Tickets->new($RT::SystemUser); >> $TicketsObj->LimitQueue(VALUE => 'IT'); >> $TicketsObj->LimitStatus(VALUE => 'new'); >> $TicketsObj->LimitStatus(VALUE => 'open'); >> if ($TicketsObj->Count == 0) { return 1; } >> my $id = undef; >> while (my $ticket = $TicketsObj->Next) { >> next if $self->TicketObj->Id == $ticket->Id; >> $id = $ticket->Id; >> last; >> } >> $id || return 1; >> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . >> " into $id because of OA number match."); >> $self->TicketObj->MergeInto($id); >> 1; >> >> >> >>
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