I hacked the CreateTicket code. At the end of the subroutine it updates dependencies for any links specified in the import template, then sets the Status a second time. It does this because there may be unresolved dependencies. Since none of the tickets we are importing have dependencies, I commented out the second Status update in that section.
We now have Status = resolved and a Resolved date that is correct (not == Now()) 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: Wednesday, April 09, 2008 9:23 AM To: Stephen Turner Cc: Aaron Sallade; [email protected] Subject: Re: [rt-users] imports with the offline tool not taking resolved date Stephen, Aaron, You could also just import them into a special queue (or have some other way of identifying them), then run a bulk update on them. After that, you could put them wherever you want. That might be easier than creating, testing, and then disableiing a scrip. Kenn LBNL On 4/9/2008 6:25 AM, Stephen Turner wrote: > At Tuesday 4/8/2008 07:29 PM, Aaron Sallade wrote: >> The offline tool sets the Closed/Resolved timestamp to Now, instead >> of taking the value from the import file. Any known work arounds? >> > This is happening for tickets marked 'resolved' in the import file, > right? It appears that RT will set the resolved date to Now when it > sets the status to resolved, overriding any value you specify in the file. > > We came up with a kludgey workaround, but it's only good if a) this > is a one-time load process, not a regular event, and b) you don't use > the ticket Starts date for anything. > > Anyway, what we did is: > > - In the upload file, put the 'resolved' date in the Starts field > instead of Resolved. > > - For each queue you are loading, create the following scrip: > > - Condition: On Resolve > - Action: User Defined > - Template: Global template: Blank > > In the scrip's "Custom action preparation code:" box, put: > > return 0 unless $self->TicketObj->Starts; > > In the scrip's "Custom action cleanup code:" box, put: > > $self->TicketObj->SetResolved($self->TicketObj->Starts); > $self->TicketObj->SetStarts(' '); > > So when these 'resolved' tickets are loaded, RT will first create then > resolve them. When it resolves them, the scrip will cause it to immediately > update the resolved date to what you put in the Starts date. It will then > clear out the Starts date. > > As I say, this really is only useful for a one-time load, for a queue > that isn't "live" yet. You wouldn't want this scrip to be active when > you are working with tickets day-to-day. > > Steve > > > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > 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. Buy a copy at http://rtbook.bestpractical.com
