All I ever do is mkdir each directly that is needed by a script. I never edit anything into the /opt/rt3/share/.... folder. I always copy the files I want to edit from there to /opt/rt3/local/....
Check out Using the 'local' directory here: http://wiki.bestpractical.com/view/CleanlyCustomizeRT From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bernd Kuhlen -WetterOnline- Sent: 09 October 2008 14:10 To: Bernd Kuhlen -WetterOnline-; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket history Hi Alex, I think I know the core of my problem. The whole directory ./Callbacks/MyCallbacks.... hasn't existed before so I just made a "mkdir" to have it in my directory-tree. But the RT doesn't know about the existence of this directory (it's not configured anywhere). That's why it's not working out, I guess. I have a file called "ShowHistory" in my >rt-root>/html/Ticket/Elements/ShowHistory. I'm pretty sure somewhere within this file I have to do the changes I dump it for you (in case you have the time, please feel free just to skip this mail if you're busy ..) <%perl> if ($ShowDisplayModes or $ShowTitle) { my $title = $ShowTitle ? loc('History') : ' '; my $titleright; if ($ShowDisplayModes) { $titleright = ''; if ($ShowHeaders) { $titleright .= qq{<a href="$URIFile?id=} . $Ticket->id.qq{">} . loc("Brief headers") . qq{</a> — }; $titleright .= q[<span class="selected">] . loc("Full headers") . "</span>"; } else { $titleright .= q[<span class="selected">] . loc("Brief headers") . "</span> — "; $titleright .= qq{<a href="$URIFile?ShowHeaders=1;id=} . $Ticket->id.qq{">} . loc("Full headers") . qq{</a>}; } } </%perl> <div class="history"> <& /Widgets/TitleBoxStart, title => $title, titleright_raw => $titleright &> % } <div id="ticket-history"> <%perl> my @attachments = @{$Attachments->ItemsArrayRef()}; my @attachment_content = @{$AttachmentContent->ItemsArrayRef()}; while ( my $Transaction = $Transactions->Next ) { my $skip = 0; $m->callback( %ARGS, Transaction => $Transaction, skip => \$skip, CallbackName => 'SkipTransaction', ); next if $skip; $i++; my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments; my $trans_content = {}; grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_) } @attachment_content; my $IsLastTransaction = 0; if ( $OldestFirst ) { $IsLastTransaction = $Transactions->IsLast; } else { $IsLastTransaction = 1 if ( $i == 1 ); } #Args is first because we're clobbering the "Attachments" parameter $m->comp( 'ShowTransaction', %ARGS, Ticket => $Ticket, Transaction => $Transaction, ShowHeaders => $ShowHeaders, RowNum => $i, Attachments => [EMAIL PROTECTED], AttachmentContent => $trans_content, LastTransaction => $IsLastTransaction ); # manually flush the content buffer after each txn, so the user sees # some update $m->flush_buffer(); } </%perl> </div> % if ($ShowDisplayModes or $ShowTitle) { <& /Widgets/TitleBoxEnd &> % } </div> <%INIT> my $Transactions = new RT::Transactions($session{'CurrentUser'}); if ($Tickets) { while (my $t = $Tickets->Next) { $Transactions->LimitToTicket($t->id); } } else { $Transactions = $Ticket->Transactions; } my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst', $session{'CurrentUser'} ); my $SortOrder = $OldestFirst? 'ASC': 'DESC'; $Transactions->OrderByCols( { FIELD => 'Created', ORDER => $SortOrder }, { FIELD => 'id', ORDER => $SortOrder }, ); my $i; $Attachments ||= $m->comp('/Ticket/Elements/FindAttachments', Ticket => $Ticket, Tickets => $Tickets || undef); $AttachmentContent ||= $m->comp('/Ticket/Elements/LoadTextAttachments', Ticket => $Ticket); </%INIT> <%ARGS> $URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html" $Ticket => undef $Tickets => undef $Attachments => undef $AttachmentContent => undef $ShowHeaders => undef $ShowTitle => 1 $ShowDisplayModes => 1 $WarnUnsigned => undef </%ARGS> On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote: thanks a lot. I'll check this out. On 9 Oct 2008, at 14:39, Alex Young wrote: Here is a copy of my file /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/Sk ipTransaction <%init> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1 | $Transaction->Creator eq 12)); </%init> <%args> $Transaction => undef $skip => undef $_SkipSystemMessages => undef </%args> Creator ID 1 is RT_System, which pops up when you send emails out and other systems. Creator ID 12 is the linux/RT user which runs the escelate job. All it is doing is seeing who created the transaction, and if its user number 1 or 12, it skips it. You will need ot find out the user ID number for the user running the escelate job. You can od this by looking in the user list. The nuber to the left is the number you would want to put into the "Creator eq XX" bit of the code. From: Bernd Kuhlen -WetterOnline- [mailto:[EMAIL PROTECTED] Sent: 09 October 2008 11:38 To: Alex Young; rt-users@lists.bestpractical.com Cc: Bernd Kuhlen -WetterOnline- Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket history Dear Alex, Dear List, thanks for your quick response. I should add that I'm using RT-3.8.1 on FreeBSD6.3/amd64 (which I forgot in my first mail). I did the following (which didn't quite help me): mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my <rt-root>/local/html/Ticket directory. The whole directory "Callbacks" hadn't existed beforehand. Into the file "SkipTransaction" I dumped the following: <%init> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1)); </%init> <%args> $Transaction => undef $skip => undef $_SkipSystemMessages => undef </%args> Then in my "Display.html" I changed this block <& /Ticket/Elements/ShowHistory , Ticket => $TicketObj, Tickets => $Tickets, Collapsed => $ARGS{'Collapsed'}, ShowHeaders => $ARGS{'ShowHeaders'}, Attachments => $attachments, AttachmentContent => $attachment_content, _SkipSystemMessages => !0 <----- that's what I added &> I must confess I don't have a clue what this code is doing I'm not a programmer. The only thing I know: my ticket history is still being messed up with priority-change entries. I'm wondering if I could fix my problem by simply denying any existing rights for the user doing the cron job. Of course the Right "ModifyTicket" is needed but maybe there's some right for tracing changes in the history ? best regards, Bernd On 9 Oct 2008, at 11:29, Alex Young wrote: I set RT to hide some of the history using this: http://wiki.bestpractical.com/view/HideTransactions All I have done is set it to hide the history of the RT_System user and the user I have setup to escalate the tickets. You can still see their entries on the history page, just not in anoy of the other pages. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bernd Kuhlen -WetterOnline- Sent: 09 October 2008 10:21 To: rt-users@lists.bestpractical.com Subject: [rt-users] Action::EscalatePriority messing up my ticket history Hi everyone, I've set up my rt-crontool like this: 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" -- action RT::Action::EscalatePriority >/dev/null 2>/dev/null and it's working fine. But I don't want it to mess up my ticket history. I have tickets starting with a priority of 0 and ending with 100 in some weeks time and every night I get a new entry saying that the ticket priority has changed. These entry are informative if the priority has been manually changed but not if they just trace the linear priority escalation done by a cronjob. So after a couple of weeks I have numerous lines with a "ticket-priority changed" entry. That's not nice. I'm new to RT and couldn't find anything about this matter by google or in any wiki. best regards, Bernd _______________________________________________ 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