Raed, Thanks for responding. Yse, I do have a "return 1; in the Custom PRep area. Actually, I have tried getting this to work with the code in one or the other Custom Action areas. As an explanation of the context, I have not been able to get CommanByMail to update a Custom Field defined as either "text" or "Wikitext" if the content is over 76 or so characters. Apparantly, bith Gmail and Thunderbird and perhaps others email providers embed a line break character after that many characters and that causes a "line Break" in CBM and I end up with only partial updates. So, being the stubborn person I am, I got a perl guy to write some code I could put into a scrip that would examine the content of an email, look for a define delimiter (like "Description of Issue:") in the content and put everything after that delimiter into the Custom Field. Make sense? It did to me. In fact, it works perfectly when I set the condition to a Type = "Create" and message header = "received". But on a Correspond (meaning an update email as opposed to a create), it just doesn't seem to see the email at all. Nothing. Nada. Well, anyway, here's the code:
# Setup initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Description"; my $cf_value = "Didn't work"; my $message = $ticket->Transactions->First->Content; my $passed = 0; my $content; my $line; # split up lines in content by line break my @lines = split("\n", $message); # walk thru @lines and find the description foreach $line (@lines) { if ($passed == 1) { if ($content =~ m/^\n$/) { $content = $content.$line; } else { $content = $content."\n".$line; } } if ($line =~ m/^Description of Issue:/) { $line =~ s/Description of Issue://; $content = $content."\n".$line; $passed = 1; } } $cf_value = $content; # set the value for CF Description $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); return 1; Thanks for your help. Kenn LBNL On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames <raed.el-ha...@vialtus.com>wrote: > Ken: > > > > Can you post the code that you cut and pasted to get a better idea of the > problem. > > Also something that I always fall into , is writing my action code in “Custom > action cleanup code:” and forgetting about and leaving > > “Custom action preparation code:” completely empty, you will need > > return true ; > > there. > > > > Roy > > > > *From:* rt-users-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* 08 October 2010 17:25 > *To:* rt-users@lists.bestpractical.com > *Subject:* [rt-users] Help with "Correspond" condition > > > > To List, > > I have some code that strips information out of the content and sticks it > into a Custom Field. IT works great when I trigger it with an condition set > for email create tickets. Every time, it works with no problem. > > However, when I set the condition for "On Correspond" it does nothing. I > want to be able to update that Custom FIeld the same way I create it > initially and I figured "On Correspond" was the right condition. Apparently > not. > > I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So > why doesn't the same code (I copied and pasted) that works for a "Create" > not work for "On Correspond"? > > My error messages (which don't make sense since I am user 146 and am a > SuperUser) are below: > > [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) > [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an > argument that isn't an RT::Principal or id. It's (undefined) > (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) > > > Can anyone help me on this? I just need to get the condition right. > > Thanks. > > Kenn > LBNL >
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