This commit was generated by cvs2svn to compensate for changes in r6255,

which included commits to RCS files with non-trunk default branches.

1 files changed, 395 insertions, 260 deletions

diff --git a/rt/lib/RT/Action/CreateTickets.pm b/rt/lib/RT/Action/CreateTickets.pm
index b708f2ea5..4e72e1151 100644
--- a/rt/lib/RT/Action/CreateTickets.pm
+++ b/rt/lib/RT/Action/CreateTickets.pm
@@ -2,7 +2,7 @@
 # 
 # COPYRIGHT:
 #  
-# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC 
+# This software is Copyright (c) 1996-2007 Best Practical Solutions, LLC 
 #                                          <jesse@bestpractical.com>
 # 
 # (Except where explicitly superseded by other copyright notices)
@@ -22,7 +22,9 @@
 # 
 # You should have received a copy of the GNU General Public License
 # along with this program; if not, write to the Free Software
-# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA.
+# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
+# 02110-1301 or visit their web page on the internet at
+# http://www.gnu.org/copyleft/gpl.html.
 # 
 # 
 # CONTRIBUTION SUBMISSION POLICY:
@@ -188,7 +190,7 @@ A complete list of acceptable fields for this beastie:
        Started         => 
        Resolved        => 
        Owner           => Username or id of an RT user who can and should own 
-                          this ticket
+                          this ticket; forces the owner if necessary
    +   Requestor       => Email address
    +   Cc              => Email address 
    +   AdminCc         => Email address 
@@ -208,8 +210,15 @@ A complete list of acceptable fields for this beastie:
                           within a template after a Content: header is treated
                           as content until we hit a line containing only 
                           ENDOFCONTENT
-       ContentType     => the content-type of the Content field
+       ContentType     => the content-type of the Content field.  Defaults to
+                          'text/plain'
+       UpdateType      => 'correspond' or 'comment'; used in conjunction with
+                          'content' if this is an update.  Defaults to
+                          'correspond'
+
        CustomField-<id#> => custom field value
+       CF-name           => custom field value
+       CustomField-name  => custom field value
 
 Fields marked with an * are required.
 
@@ -545,7 +554,10 @@ sub Prepare {
 
     }
 
-    $self->Parse( Content => $self->TemplateObj->Content, _ActiveContent => 1);
+    $self->Parse(
+        Content        => $self->TemplateObj->Content,
+        _ActiveContent => 1
+    );
     return 1;
 
 }
@@ -566,43 +578,41 @@ sub CreateByTemplate {
     use bytes;
 
     local %T::Tickets = %T::Tickets;
-    local $T::TOP = $T::TOP;
-    local $T::ID = $T::ID;
+    local $T::TOP     = $T::TOP;
+    local $T::ID      = $T::ID;
     $T::Tickets{'TOP'} = $T::TOP = $top if $top;
 
     my $ticketargs;
     my ( @links, @postponed );
     foreach my $template_id ( @{ $self->{'create_tickets'} } ) {
         $RT::Logger->debug("Workflow: processing $template_id of $T::TOP")
-          if $T::TOP;
+            if $T::TOP;
 
         $T::ID    = $template_id;
         @T::AllID = @{ $self->{'create_tickets'} };
 
-        ( $T::Tickets{$template_id}, $ticketargs ) =
-          $self->ParseLines( $template_id, \@links, \@postponed );
+        ( $T::Tickets{$template_id}, $ticketargs )
+            = $self->ParseLines( $template_id, \@links, \@postponed );
 
         # Now we have a %args to work with.
         # Make sure we have at least the minimum set of
         # reasonable data and do our thang
 
-        my ( $id, $transid, $msg ) =
-          $T::Tickets{$template_id}->Create(%$ticketargs);
+        my ( $id, $transid, $msg )
+            = $T::Tickets{$template_id}->Create(%$ticketargs);
 
         foreach my $res ( split( '\n', $msg ) ) {
             push @results,
-              $T::Tickets{$template_id}
-              ->loc( "Ticket [_1]", $T::Tickets{$template_id}->Id ) . ': '
-              . $res;
+                $T::Tickets{$template_id}
+                ->loc( "Ticket [_1]", $T::Tickets{$template_id}->Id ) . ': '
+                . $res;
         }
         if ( !$id ) {
             if ( $self->TicketObj ) {
-                $msg =
-                    "Couldn't create related ticket $template_id for "
-                  . $self->TicketObj->Id . " "
-                  . $msg;
-            }
-            else {
+                $msg = "Couldn't create related ticket $template_id for "
+                    . $self->TicketObj->Id . " "
+                    . $msg;
+            } else {
                 $msg = "Couldn't create ticket $template_id " . $msg;
             }
 
@@ -612,8 +622,8 @@ sub CreateByTemplate {
 
         $RT::Logger->debug("Assigned $template_id with $id");
         $T::Tickets{$template_id}->SetOriginObj( $self->TicketObj )
-          if $self->TicketObj
-          && $T::Tickets{$template_id}->can('SetOriginObj');
+            if $self->TicketObj
+            && $T::Tickets{$template_id}->can('SetOriginObj');
 
     }
 
@@ -631,7 +641,7 @@ sub UpdateByTemplate {
 
     my @results;
     local %T::Tickets = %T::Tickets;
-    local $T::ID = $T::ID;
+    local $T::ID      = $T::ID;
 
     my $ticketargs;
     my ( @links, @postponed );
@@ -641,37 +651,35 @@ sub UpdateByTemplate {
         $T::ID    = $template_id;
         @T::AllID = @{ $self->{'update_tickets'} };
 
-        ( $T::Tickets{$template_id}, $ticketargs ) =
-          $self->ParseLines( $template_id, \@links, \@postponed );
+        ( $T::Tickets{$template_id}, $ticketargs )
+            = $self->ParseLines( $template_id, \@links, \@postponed );
 
         # Now we have a %args to work with.
         # Make sure we have at least the minimum set of
         # reasonable data and do our thang
 
         my @attribs = qw(
-          Subject
-          FinalPriority
-          Priority
-          TimeEstimated
-          TimeWorked
-          TimeLeft
-          Status
-          Queue
-          Due
-          Starts
-          Started
-          Resolved
+            Subject
+            FinalPriority
+            Priority
+            TimeEstimated
+            TimeWorked
+            TimeLeft
+            Status
+            Queue
+            Due
+            Starts
+            Started
+            Resolved
         );
 
         my $id = $template_id;
         $id =~ s/update-(\d+).*/$1/;
-        $T::Tickets{$template_id}->Load($id);
-
-        my $msg;
-        if ( !$T::Tickets{$template_id}->Id ) {
-            $msg = "Couldn't update ticket $template_id " . $msg;
+        my ($loaded, $msg) = $T::Tickets{$template_id}->LoadById($id);
 
-            $RT::Logger->error($msg);
+        unless ( $loaded ) {
+            $RT::Logger->error("Couldn't update ticket $template_id: " . $msg);
+            push @results, $self->loc( "Couldn't load ticket '[_1]'", $id );
             next;
         }
 
@@ -681,60 +689,68 @@ sub UpdateByTemplate {
         my $base_id = "base-$1";
         my $base    = $self->{'templates'}->{$base_id};
         if ($base) {
-        $base    =~ s/\r//g;
-        $base    =~ s/\n+$//;
-        $current =~ s/\n+$//;
-
-        # If we have no base template, set what we can.
-        if ($base ne $current)  {
-            push @results,
-              "Could not update ticket "
-              . $T::Tickets{$template_id}->Id
-              . ": Ticket has changed";
-            next;
-        }
+            $base    =~ s/\r//g;
+            $base    =~ s/\n+$//;
+            $current =~ s/\n+$//;
+
+            # If we have no base template, set what we can.
+            if ( $base ne $current ) {
+                push @results,
+                    "Could not update ticket "
+                    . $T::Tickets{$template_id}->Id
+                    . ": Ticket has changed";
+                next;
+            }
         }
         push @results, $T::Tickets{$template_id}->Update(
             AttributesRef => \@attribs,
             ARGSRef       => $ticketargs
         );
 
+        if ( $ticketargs->{'Owner'} ) {
+            ($id, $msg) = $T::Tickets{$template_id}->SetOwner($ticketargs->{'Owner'}, "Force");
+            push @results, $msg unless $msg eq $self->loc("That user already owns that ticket");
+        }
+
         push @results,
-          $self->UpdateWatchers( $T::Tickets{$template_id}, $ticketargs );
+            $self->UpdateWatchers( $T::Tickets{$template_id}, $ticketargs );
 
-        next unless exists $ticketargs->{'UpdateType'};
-        if ( $ticketargs->{'UpdateType'} =~ /^(private|public)$/ ) {
-            my ( $Transaction, $Description, $Object ) =
-              $T::Tickets{$template_id}->Comment(
-                CcMessageTo  => $ticketargs->{'Cc'},
+        push @results,
+            $self->UpdateCustomFields( $T::Tickets{$template_id}, $ticketargs );
+
+        next unless $ticketargs->{'MIMEObj'};
+        if ( $ticketargs->{'UpdateType'} =~ /^(private|comment)$/i ) {
+            my ( $Transaction, $Description, $Object )
+                = $T::Tickets{$template_id}->Comment(
                 BccMessageTo => $ticketargs->{'Bcc'},
                 MIMEObj      => $ticketargs->{'MIMEObj'},
                 TimeTaken    => $ticketargs->{'TimeWorked'}
-              );
+                );
             push( @results,
                 $T::Tickets{$template_id}
-                  ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id ) . ': '
-                  . $Description );
-        }
-        elsif ( $ticketargs->{'UpdateType'} eq 'response' ) {
-            my ( $Transaction, $Description, $Object ) =
-              $T::Tickets{$template_id}->Correspond(
-                CcMessageTo  => $ticketargs->{'Cc'},
+                    ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id )
+                    . ': '
+                    . $Description );
+        } elsif ( $ticketargs->{'UpdateType'} =~ /^(public|response|correspond)$/i ) {
+            my ( $Transaction, $Description, $Object )
+                = $T::Tickets{$template_id}->Correspond(
                 BccMessageTo => $ticketargs->{'Bcc'},
                 MIMEObj      => $ticketargs->{'MIMEObj'},
                 TimeTaken    => $ticketargs->{'TimeWorked'}
-              );
-            push( @results,
-                $T::Tickets{$template_id}
-                  ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id ) . ': '
-                  . $Description );
-        }
-        else {
+                );
             push( @results,
                 $T::Tickets{$template_id}
-                  ->loc("Update type was neither correspondence nor comment.")
-                  . " "
-                  . $T::Tickets{$template_id}->loc("Update not recorded.") );
+                    ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id )
+                    . ': '
+                    . $Description );
+        } else {
+            push(
+                @results,
+                $T::Tickets{$template_id}->loc(
+                    "Update type was neither correspondence nor comment.")
+                    . " "
+                    . $T::Tickets{$template_id}->loc("Update not recorded.")
+            );
         }
     }
 
@@ -753,35 +769,58 @@ allowing you to embed active perl in your templates.
 =cut
 
 sub Parse {
-    my $self          = shift;
-    my %args = ( Content => undef,
-                 Queue => undef,
-                 Requestor => undef,
-                 _ActiveContent => undef,
-                @_);
-
-    if ($args{'_ActiveContent'}) {
-        $self->{'UsePerlTextTemplate'} =1;
+    my $self = shift;
+    my %args = (
+        Content        => undef,
+        Queue          => undef,
+        Requestor      => undef,
+        _ActiveContent => undef,
+        @_
+    );
+
+    if ( $args{'_ActiveContent'} ) {
+        $self->{'UsePerlTextTemplate'} = 1;
     } else {
 
         $self->{'UsePerlTextTemplate'} = 0;
     }
 
-    my @template_order;
+    if ( substr( $args{'Content'}, 0, 3 ) eq '===' ) {
+        $self->_ParseMultilineTemplate(%args);
+    } elsif ( $args{'Content'} =~ /(?:\t|,)/i ) {
+        $self->_ParseXSVTemplate(%args);
+
+    }
+}
+
+=head2 _ParseMultilineTemplate
+
+Parses mulitline templates. Things like:
+
+ ===Create-Ticket ... 
+
+Takes the same arguments as Parse
+
+=cut
+
+sub _ParseMultilineTemplate {
+    my $self = shift;
+    my %args = (@_);
+
     my $template_id;
     my ( $queue, $requestor );
-    if ( substr( $args{'Content'}, 0, 3 ) eq '===' ) {
         $RT::Logger->debug("Line: ===");
         foreach my $line ( split( /\n/, $args{'Content'} ) ) {
             $line =~ s/\r$//;
             $RT::Logger->debug("Line: $line");
             if ( $line =~ /^===/ ) {
                 if ( $template_id && !$queue && $args{'Queue'} ) {
-                    $self->{'templates'}->{$template_id} .= "Queue: $args{'Queue'}\n";
+                    $self->{'templates'}->{$template_id}
+                        .= "Queue: $args{'Queue'}\n";
                 }
                 if ( $template_id && !$requestor && $args{'Requestor'} ) {
-                    $self->{'templates'}->{$template_id} .=
-                      "Requestor: $args{'Requestor'}\n";
+                    $self->{'templates'}->{$template_id}
+                        .= "Requestor: $args{'Requestor'}\n";
                 }
                 $queue     = 0;
                 $requestor = 0;
@@ -790,37 +829,33 @@ sub Parse {
                 $template_id = "create-$1";
                 $RT::Logger->debug("****  Create ticket: $template_id");
                 push @{ $self->{'create_tickets'} }, $template_id;
-            }
-            elsif ( $line =~ /^===Update-Ticket: (.*)$/ ) {
+            } elsif ( $line =~ /^===Update-Ticket: (.*)$/ ) {
                 $template_id = "update-$1";
                 $RT::Logger->debug("****  Update ticket: $template_id");
                 push @{ $self->{'update_tickets'} }, $template_id;
-            }
-            elsif ( $line =~ /^===Base-Ticket: (.*)$/ ) {
+            } elsif ( $line =~ /^===Base-Ticket: (.*)$/ ) {
                 $template_id = "base-$1";
                 $RT::Logger->debug("****  Base ticket: $template_id");
                 push @{ $self->{'base_tickets'} }, $template_id;
-            }
-            elsif ( $line =~ /^===#.*$/ ) {    # a comment
+            } elsif ( $line =~ /^===#.*$/ ) {    # a comment
                 next;
-            }
-            else {
+            } else {
                 if ( $line =~ /^Queue:(.*)/i ) {
                     $queue = 1;
                     my $value = $1;
                     $value =~ s/^\s//;
                     $value =~ s/\s$//;
-                    if ( !$value && $args{'Queue'}) {
+                    if ( !$value && $args{'Queue'} ) {
                         $value = $args{'Queue'};
                         $line  = "Queue: $value";
                     }
                 }
-                if ( $line =~ /^Requestor:(.*)/i ) {
+                if ( $line =~ /^Requestors?:(.*)/i ) {
                     $requestor = 1;
                     my $value = $1;
                     $value =~ s/^\s//;
                     $value =~ s/\s$//;
-                    if ( !$value && $args{'Requestor'}) {
+                    if ( !$value && $args{'Requestor'} ) {
                         $value = $args{'Requestor'};
                         $line  = "Requestor: $value";
                     }
@@ -828,118 +863,10 @@ sub Parse {
                 $self->{'templates'}->{$template_id} .= $line . "\n";
             }
         }
-	if ( $template_id && !$queue && $args{'Queue'} ) {
-	    $self->{'templates'}->{$template_id} .= "Queue: $args{'Queue'}\n";
-	}
-    }
-    elsif ( substr( $args{'Content'}, 0, 2 ) =~ /^id$/i ) {
-        $RT::Logger->debug("Line: id");
-        use Regexp::Common qw(delimited);
-        my $first = substr( $args{'Content'}, 0, index( $args{'Content'}, "\n" ) );
-        $first =~ s/\r$//;
-
-        my $delimiter;
-        if ( $first =~ /\t/ ) {
-            $delimiter = "\t";
-        }
-        else {
-            $delimiter = ',';
-        }
-        my @fields    = split( /$delimiter/, $first );
-        
-
-        my $delimiter_re = qr[$delimiter];
-
-        my $delimited = qr[[^$delimiter]+];
-        my $empty     = qr[^[$delimiter](?=[$delimiter])];
-        my $justquoted = qr[$RE{quoted}];
-
-        $args{'Content'} = substr( $args{'Content'}, index( $args{'Content'}, "\n" ) + 1 );
-        $RT::Logger->debug("First: $first");
-
-        my $queue;
-        foreach my $line ( split( /\n/, $args{'Content'} ) ) {
-            next unless $line;
-            $RT::Logger->debug("Line: $line");
-
-            # first item is $template_id
-            my $i = 0;
-            my $template_id;
-            while ($line && $line =~ s/^($justquoted|.*?)(?:$delimiter_re|$)//ix) {
-                if ( $i == 0 ) {
-                    $queue     = 0;
-                    $requestor = 0;
-                    my $tid = $1;
-                    $tid =~ s/^\s//;
-                    $tid =~ s/\s$//;
-                    next unless $tid;
-                   
-                     
-                    if ($tid =~ /^\d+$/) {
-                        $template_id = 'update-' . $tid;
-                        push @{ $self->{'update_tickets'} }, $template_id;
-
-                    } elsif ($tid =~ /^#base-(\d+)$/) {
-
-                        $template_id = 'base-' . $1;
-                        push @{ $self->{'base_tickets'} }, $template_id;
-
-                    } else {
-                        $template_id = 'create-' . $tid;
-                        push @{ $self->{'create_tickets'} }, $template_id;
-                    }
-                    $RT::Logger->debug("template_id: $tid");
-                }
-                else {
-                    my $value = $1;
-                    $value = '' if ( $value =~ /^$delimiter$/ );
-                    if ($value =~ /^$RE{delimited}{-delim=>qq{\'\"}}$/) {
-                        substr($value,0,1) = "";
-                    substr($value,-1,1) = "";
-                    }
-                    my $field = $fields[$i];
-                    next unless $field;
-                    $field =~ s/^\s//;
-                    $field =~ s/\s$//;
-                    if (   $field =~ /Body/i
-                        || $field =~ /Data/i
-                        || $field =~ /Message/i )
-                    {
-                        $field = 'Content';
-                    }
-                    if ( $field =~ /Summary/i ) {
-                        $field = 'Subject';
-                    }
-                    if ( $field =~ /Queue/i ) {
-                        $queue = 1;
-                        if ( !$value && $args{'Queue'} ) {
-                            $value = $args{'Queue'};
-                        }
-                    }
-                    if ( $field =~ /Requestor/i ) {
-                        $requestor = 1;
-                        if ( !$value && $args{'Requestor'} ) {
-                            $value = $args{'Requestor'};
-                        }
-                    }
-                    $self->{'templates'}->{$template_id} .= $field . ": ";
-                    $self->{'templates'}->{$template_id} .= $value || "";
-                    $self->{'templates'}->{$template_id} .= "\n";
-                    $self->{'templates'}->{$template_id} .= "ENDOFCONTENT\n"
-                      if $field =~ /content/i;
-                }
-                $i++;
-            }
-            if ( !$queue && $args{'Queue'} ) {
-                $self->{'templates'}->{$template_id} .= "Queue: $args{'Queue'}\n";
-            }
-            if ( !$requestor && $args{'Requestor'} ) {
-                $self->{'templates'}->{$template_id} .=
-                  "Requestor: $args{'Requestor'}\n";
-            }
+        if ( $template_id && !$queue && $args{'Queue'} ) {
+            $self->{'templates'}->{$template_id} .= "Queue: $args{'Queue'}\n";
         }
     }
-}
 
 sub ParseLines {
     my $self        = shift;
@@ -947,7 +874,6 @@ sub ParseLines {
     my $links       = shift;
     my $postponed   = shift;
 
-
     my $content = $self->{'templates'}->{$template_id};
 
     if ( $self->{'UsePerlTextTemplate'} ) {
@@ -980,69 +906,77 @@ sub ParseLines {
             next;
         }
     }
-    
-    my $TicketObj ||= RT::Ticket->new($self->CurrentUser);
+
+    my $TicketObj ||= RT::Ticket->new( $self->CurrentUser );
 
     my %args;
+    my %original_tags;
     my @lines = ( split( /\n/, $content ) );
     while ( defined( my $line = shift @lines ) ) {
         if ( $line =~ /^(.*?):(?:\s+)(.*?)(?:\s*)$/ ) {
             my $value = $2;
-            my $tag   = lc($1);
+            my $original_tag = $1;
+            my $tag   = lc($original_tag);
             $tag =~ s/-//g;
+            $tag =~ s/^(requestor|cc|admincc)s?$/$1/i;
+
+            $original_tags{$tag} = $original_tag;
 
             if ( ref( $args{$tag} ) )
             {    #If it's an array, we want to push the value
                 push @{ $args{$tag} }, $value;
-            }
-            elsif ( defined( $args{$tag} ) )
+            } elsif ( defined( $args{$tag} ) )
             {    #if we're about to get a second value, make it an array
                 $args{$tag} = [ $args{$tag}, $value ];
-            }
-            else {    #if there's nothing there, just set the value
+            } else {    #if there's nothing there, just set the value
                 $args{$tag} = $value;
             }
 
-            if ( $tag eq 'content' ) {    #just build up the content
+            if ( $tag =~ /^content$/i ) {    #just build up the content
                                           # convert it to an array
                 $args{$tag} = defined($value) ? [ $value . "\n" ] : [];
                 while ( defined( my $l = shift @lines ) ) {
                     last if ( $l =~ /^ENDOFCONTENT\s*$/ );
                     push @{ $args{'content'} }, $l . "\n";
                 }
-            }
-            else {
-
+            } else {
                 # if it's not content, strip leading and trailing spaces
                 if ( $args{$tag} ) {
                     $args{$tag} =~ s/^\s+//g;
                     $args{$tag} =~ s/\s+$//g;
                 }
+                if (($tag =~ /^(requestor|cc|admincc)$/i or grep {lc $_ eq $tag} keys %LINKTYPEMAP) and $args{$tag} =~ /,/) {
+                    $args{$tag} = [ split /,\s*/, $args{$tag} ];
+                }
             }
         }
     }
 
     foreach my $date qw(due starts started resolved) {
-        my $dateobj = RT::Date->new($self->CurrentUser);
+        my $dateobj = RT::Date->new( $self->CurrentUser );
         next unless $args{$date};
         if ( $args{$date} =~ /^\d+$/ ) {
             $dateobj->Set( Format => 'unix', Value => $args{$date} );
-        }
-        else {
-            $dateobj->Set( Format => 'unknown', Value => $args{$date} );
+        } else {
+            eval {
+                $dateobj->Set( Format => 'iso', Value => $args{$date} );
+            };
+            if ($@ or $dateobj->Unix <= 0) {
+                $dateobj->Set( Format => 'unknown', Value => $args{$date} );
+            }
         }
         $args{$date} = $dateobj->ISO;
     }
 
     $args{'requestor'} ||= $self->TicketObj->Requestors->MemberEmailAddresses
-      if $self->TicketObj;
+        if $self->TicketObj;
 
     $args{'type'} ||= 'ticket';
 
     my %ticketargs = (
         Queue           => $args{'queue'},
         Subject         => $args{'subject'},
-        Status          => 'new',
+        Status          => $args{'status'} || 'new',
         Due             => $args{'due'},
         Starts          => $args{'starts'},
         Started         => $args{'started'},
@@ -1059,19 +993,32 @@ sub ParseLines {
         Type            => $args{'type'},
     );
 
-    if ($args{content}) {
+    if ( $args{content} ) {
         my $mimeobj = MIME::Entity->new();
         $mimeobj->build(
-            Type => $args{'contenttype'},
+            Type => $args{'contenttype'} || 'text/plain',
             Data => $args{'content'}
         );
         $ticketargs{MIMEObj} = $mimeobj;
-        $ticketargs{UpdateType} = $args{'updatetype'} if $args{'updatetype'};
+        $ticketargs{UpdateType} = $args{'updatetype'} || 'correspond';
     }
 
-    foreach my $key ( keys(%args) ) {
-        $key =~ /^customfield(\d+)$/ or next;
-        $ticketargs{ "CustomField-" . $1 } = $args{$key};
+    foreach my $tag ( keys(%args) ) {
+        # if the tag was added later, skip it
+        my $orig_tag = $original_tags{$tag} or next;
+        if ( $orig_tag =~ /^customfield-?(\d+)$/i ) {
+            $ticketargs{ "CustomField-" . $1 } = $args{$tag};
+        } elsif ( $orig_tag =~ /^(?:customfield|cf)-?(.*)$/i ) {
+            my $cf = RT::CustomField->new( $self->CurrentUser );
+            $cf->LoadByName( Name => $1, Queue => $ticketargs{Queue} );
+            $ticketargs{ "CustomField-" . $cf->id } = $args{$tag};
+        } elsif ($orig_tag) {
+            my $cf = RT::CustomField->new( $self->CurrentUser );
+            $cf->LoadByName( Name => $orig_tag, Queue => $ticketargs{Queue} );
+            next unless ($cf->id) ;
+            $ticketargs{ "CustomField-" . $cf->id } = $args{$tag};
+
+        }
     }
 
     $self->GetDeferred( \%args, $template_id, $links, $postponed );
@@ -1079,6 +1026,137 @@ sub ParseLines {
     return $TicketObj, \%ticketargs;
 }
 
+
+=head2 _ParseXSVTemplate 
+
+Parses a tab or comma delimited template. Should only ever be called by Parse
+
+=cut
+
+sub _ParseXSVTemplate {
+    my $self = shift;
+    my %args = (@_);
+
+    use Regexp::Common qw(delimited);
+    my($first, $content) = split(/\r?\n/, $args{'Content'}, 2);
+
+    my $delimiter;
+    if ( $first =~ /\t/ ) {
+        $delimiter = "\t";
+    } else {
+        $delimiter = ',';
+    }
+    my @fields = split( /$delimiter/, $first );
+
+    my $delimiter_re = qr[$delimiter];
+    my $justquoted = qr[$RE{quoted}];
+
+    # Used to generate automatic template ids
+    my $autoid = 1;
+
+  LINE:
+    while ($content) {
+        $content =~ s/^(\s*\r?\n)+//;
+
+        # Keep track of Queue and Requestor, so we can provide defaults
+        my $queue;
+        my $requestor;
+
+        # The template for this line
+        my $template;
+
+        # What column we're on
+        my $i = 0;
+
+        # If the last iteration was the end of the line
+        my $EOL = 0;
+
+        # The template id
+        my $template_id;
+
+      COLUMN:
+        while (not $EOL and length $content and $content =~ s/^($justquoted|.*?)($delimiter_re|$)//smix) {
+            $EOL = not $2;
+
+            # Strip off quotes, if they exist
+            my $value = $1;
+            if ( $value =~ /^$RE{delimited}{-delim=>qq{\'\"}}$/ ) {
+                substr( $value, 0,  1 ) = "";
+                substr( $value, -1, 1 ) = "";
+            }
+
+            # What column is this?
+            my $field = $fields[$i++];
+            next COLUMN unless $field =~ /\S/;
+            $field =~ s/^\s//;
+            $field =~ s/\s$//;
+
+            if ( $field =~ /^id$/i ) {
+                # Special case if this is the ID column
+                if ( $value =~ /^\d+$/ ) {
+                    $template_id = 'update-' . $value;
+                    push @{ $self->{'update_tickets'} }, $template_id;
+                } elsif ( $value =~ /^#base-(\d+)$/ ) {
+                    $template_id = 'base-' . $1;
+                    push @{ $self->{'base_tickets'} }, $template_id;
+                } elsif ( $value =~ /\S/ ) {
+                    $template_id = 'create-' . $value;
+                    push @{ $self->{'create_tickets'} }, $template_id;
+                }
+            } else {
+                # Some translations
+                if (   $field =~ /^Body$/i
+                    || $field =~ /^Data$/i
+                    || $field =~ /^Message$/i )
+                  {
+                  $field = 'Content';
+                } elsif ( $field =~ /^Summary$/i ) {
+                    $field = 'Subject';
+                } elsif ( $field =~ /^Queue$/i ) {
+                    # Note that we found a queue
+                    $queue = 1;
+                    $value ||= $args{'Queue'};
+                } elsif ( $field =~ /^Requestors?$/i ) {
+                    $field = 'Requestor'; # Remove plural
+                    # Note that we found a requestor
+                    $requestor = 1;
+                    $value ||= $args{'Requestor'};
+                }
+
+                # Tack onto the end of the template
+                $template .= $field . ": ";
+                $template .= (defined $value ? $value : "");
+                $template .= "\n";
+                $template .= "ENDOFCONTENT\n"
+                  if $field =~ /^Content$/i;
+            }
+        }
+
+        # Ignore blank lines
+        next unless $template;
+        
+        # If we didn't find a queue of requestor, tack on the defaults
+        if ( !$queue && $args{'Queue'} ) {
+            $template .= "Queue: $args{'Queue'}\n";
+        }
+        if ( !$requestor && $args{'Requestor'} ) {
+            $template .= "Requestor: $args{'Requestor'}\n";
+        }
+
+        # If we never found an ID, come up with one
+        unless ($template_id) {
+            $autoid++ while exists $self->{'templates'}->{"create-auto-$autoid"};
+            $template_id = "create-auto-$autoid";
+            # Also, it's a ticket to create
+            push @{ $self->{'create_tickets'} }, $template_id;
+        }
+        
+        # Save the template we generated
+        $self->{'templates'}->{$template_id} = $template;
+
+    }
+}
+
 sub GetDeferred {
     my $self      = shift;
     my $args      = shift;
@@ -1088,17 +1166,16 @@ sub GetDeferred {
 
     # Deferred processing
     push @$links,
-      (
+        (
         $id,
-        {
-            DependsOn    => $args->{'dependson'},
+        {   DependsOn    => $args->{'dependson'},
             DependedOnBy => $args->{'dependedonby'},
             RefersTo     => $args->{'refersto'},
             ReferredToBy => $args->{'referredtoby'},
             Children     => $args->{'children'},
             Parents      => $args->{'parents'},
         }
-      );
+        );
 
     push @$postponed, (
 
@@ -1115,7 +1192,7 @@ sub GetUpdateTemplate {
     $string .= "Queue: " . $t->QueueObj->Name . "\n";
     $string .= "Subject: " . $t->Subject . "\n";
     $string .= "Status: " . $t->Status . "\n";
-    $string .= "UpdateType: response\n";
+    $string .= "UpdateType: correspond\n";
     $string .= "Content: \n";
     $string .= "ENDOFCONTENT\n";
     $string .= "Due: " . $t->DueObj->AsString . "\n";
@@ -1234,14 +1311,31 @@ sub UpdateWatchers {
     foreach my $type qw(Requestor Cc AdminCc) {
         my $method  = $type . 'Addresses';
         my $oldaddr = $ticket->$method;
-    
-    
+
         # Skip unless we have a defined field
         next unless defined $args->{$type};
         my $newaddr = $args->{$type};
 
-        my @old = split( ', ', $oldaddr );
-        my @new = split( ', ', $newaddr );
+        my @old = split( /,\s*/, $oldaddr );
+        my @new;
+        for (ref $newaddr ? @{$newaddr} : split( /,\s*/, $newaddr )) {
+            # Sometimes these are email addresses, sometimes they're
+            # users.  Try to guess which is which, as we want to deal
+            # with email addresses if at all possible.
+            if (/^\S+@\S+$/) {
+                push @new, $_;
+            } else {
+                # It doesn't look like an email address.  Try to load it.
+                my $user = RT::User->new($self->CurrentUser);
+                $user->Load($_);
+                if ($user->Id) {
+                    push @new, $user->EmailAddress;
+                } else {
+                    push @new, $_;
+                }
+            }
+        }
+
         my %oldhash = map { $_ => 1 } @old;
         my %newhash = map { $_ => 1 } @new;
 
@@ -1255,7 +1349,7 @@ sub UpdateWatchers {
             );
 
             push @results,
-              $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg;
+                $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg;
         }
 
         foreach (@delete) {
@@ -1264,7 +1358,47 @@ sub UpdateWatchers {
                 Email => $_
             );
             push @results,
-              $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg;
+                $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg;
+        }
+    }
+    return @results;
+}
+
+sub UpdateCustomFields {
+    my $self   = shift;
+    my $ticket = shift;
+    my $args   = shift;
+
+    my @results;
+    foreach my $arg (keys %{$args}) {
+        next unless $arg =~ /^CustomField-(\d+)$/;
+        my $cf = $1;
+
+        my $CustomFieldObj = RT::CustomField->new($self->CurrentUser);
+        $CustomFieldObj->LoadById($cf);
+
+        my @values;
+        if ($CustomFieldObj->Type =~ /text/i) { # Both Text and Wikitext
+            @values = ($args->{$arg});
+        } else {
+            @values = split /\n/, $args->{$arg};
+        }
+        
+        if ( ($CustomFieldObj->Type eq 'Freeform' 
+              && ! $CustomFieldObj->SingleValue) ||
+              $CustomFieldObj->Type =~ /text/i) {
+            foreach my $val (@values) {
+                $val =~ s/\r//g;
+            }
+        }
+
+        foreach my $value (@values) {
+            next unless length($value);
+            my ( $val, $msg ) = $ticket->AddCustomFieldValue(
+                Field => $cf,
+                Value => $value
+            );
+            push ( @results, $msg );
         }
     }
     return @results;
@@ -1289,21 +1423,22 @@ sub PostProcess {
             {
                 next unless $link;
 
-                if ($link =~ /^TOP$/i) {
-                    $RT::Logger->debug( "Building $type link for $link: " . $T::Tickets{TOP}->Id );
+                if ( $link =~ /^TOP$/i ) {
+                    $RT::Logger->debug( "Building $type link for $link: "
+                            . $T::Tickets{TOP}->Id );
                     $link = $T::Tickets{TOP}->Id;
 
-                } 
-                elsif ( $link !~ m/^\d+$/ ) {
+                } elsif ( $link !~ m/^\d+$/ ) {
                     my $key = "create-$link";
                     if ( !exists $T::Tickets{$key} ) {
-                        $RT::Logger->debug( "Skipping $type link for $key (non-existent)");
+                        $RT::Logger->debug(
+                            "Skipping $type link for $key (non-existent)");
                         next;
                     }
-                    $RT::Logger->debug( "Building $type link for $link: " . $T::Tickets{$key}->Id );
+                    $RT::Logger->debug( "Building $type link for $link: "
+                            . $T::Tickets{$key}->Id );
                     $link = $T::Tickets{$key}->Id;
-                }
-                else {
+                } else {
                     $RT::Logger->debug("Building $type link for $link");
                 }
 
@@ -1314,7 +1449,7 @@ sub PostProcess {
                 );
 
                 $RT::Logger->warning("AddLink thru $link failed: $wmsg")
-                  unless $wval;
+                    unless $wval;
 
                 # push @non_fatal_errors, $wmsg unless ($wval);
             }
@@ -1325,7 +1460,7 @@ sub PostProcess {
     # postponed actions -- Status only, currently
     while ( my $template_id = shift(@$postponed) ) {
         my $ticket = $T::Tickets{$template_id};
-        $RT::Logger->debug("Handling postponed actions for ".$ticket->id);
+        $RT::Logger->debug( "Handling postponed actions for " . $ticket->id );
         my %args = %{ shift(@$postponed) };
         $ticket->SetStatus( $args{Status} ) if defined $args{Status};
     }