[rt-users] Customfields question

[Richard Pijnenburg]

Dear List,

 

I have created a Customfield that links to a webpage ( our own backend
system ) for our employees.

We have enabled the SelfService page where our customers can also fill
in that customfield.

The problem I'm having now is that the customer can see the custom field
value, which is not really an issue, but also can see the link to our
backend system.

As you can imagine, this is not what I want.

 

I have found the file where that link is generated, so I thought that I
could edit it to filter on the groupname "Customers".

The only problem is now, I don't have a clue how to do that.

 

Can anyone point me in the right direction?

 

Thank you in advance.

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 

 

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Re: [rt-users] Customfields question

[Emmanuel Lacour]

On Wed, Nov 25, 2009 at 09:47:52AM +0100, Richard Pijnenburg wrote:
> Dear List,
> 
>  
> 
> I have created a Customfield that links to a webpage ( our own backend
> system ) for our employees.
> 
> We have enabled the SelfService page where our customers can also fill
> in that customfield.
> 
> The problem I'm having now is that the customer can see the custom field
> value, which is not really an issue, but also can see the link to our
> backend system.
> 
> As you can imagine, this is not what I want.
> 

You should be able to resolve this with proper rights on those
customfields (no rights for Unprivileged users).

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[rt-users] Set Due Date - Child Tickets

[TONY JOHN - ERS, HCL Tech]

Hi ,

I'm trying to set the Due date  of  the child Ticket.But my scrips is giving 
some error.Please find below  the Custom action clean up code used for the same:

my $link = $self->TicketObj->DependedOnBy->Next;
my $duedate = RT::Date->new($RT::SystemUser);
my $hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);
$link->BaseObj->SetDue($duedate->ISO);
return 1;



Error : Log File

[Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of 
ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190)
[Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method 
"BaseObj" on an undefined value at (eval 1531) line 8.

Any help?

Regards,
Tony

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Re: [rt-users] Customfields question

[Richard Pijnenburg]

Hi Emmanuel,

That is correct.
The only problem is:
1. The customer must be able to fill in the customfield with ticket
creation.
2. The customer may view the value of the customfield when viewing the
ticket.
3. the customer may _not_ see the link.

I haven't been able yet to get that effect done with the rights.

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 
Changes and Incident Coordinator

WideXS  http://www.widexs.nl
Tel +31 (0)20 7570780  Fax +31 (0)20 7570789
Zekeringstraat 43,1014 BV Amsterdam, NL

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Wednesday, November 25, 2009 10:09 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customfields question

On Wed, Nov 25, 2009 at 09:47:52AM +0100, Richard Pijnenburg wrote:
> Dear List,
> 
>  
> 
> I have created a Customfield that links to a webpage ( our own backend
> system ) for our employees.
> 
> We have enabled the SelfService page where our customers can also fill
> in that customfield.
> 
> The problem I'm having now is that the customer can see the custom
field
> value, which is not really an issue, but also can see the link to our
> backend system.
> 
> As you can imagine, this is not what I want.
> 

You should be able to resolve this with proper rights on those
customfields (no rights for Unprivileged users).

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Re: [rt-users] Customfields question

[Emmanuel Lacour]

On Wed, Nov 25, 2009 at 10:18:41AM +0100, Richard Pijnenburg wrote:
> Hi Emmanuel,
> 
> That is correct.
> The only problem is:
> 1. The customer must be able to fill in the customfield with ticket
> creation.
> 2. The customer may view the value of the customfield when viewing the
> ticket.
> 3. the customer may _not_ see the link.
> 

ok, then you have to modify: share/html/Elements/ShowCustomFields

look for test on $linked.

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Re: [rt-users] Customfields question

[Richard Pijnenburg]

Hi Emmanuel,

I found that file yeah.
It's only unclear what code I need to make the filter for it.
Unfortunate my coding experience is more in php then perl :-)

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Wednesday, November 25, 2009 10:42 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customfields question

On Wed, Nov 25, 2009 at 10:18:41AM +0100, Richard Pijnenburg wrote:
> Hi Emmanuel,
> 
> That is correct.
> The only problem is:
> 1. The customer must be able to fill in the customfield with ticket
> creation.
> 2. The customer may view the value of the customfield when viewing the
> ticket.
> 3. the customer may _not_ see the link.
> 

ok, then you have to modify: share/html/Elements/ShowCustomFields

look for test on $linked.

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Re: [rt-users] Customfields question

[Emmanuel Lacour]

On Wed, Nov 25, 2009 at 10:46:18AM +0100, Richard Pijnenburg wrote:
> Hi Emmanuel,
> 
> I found that file yeah.
> It's only unclear what code I need to make the filter for it.
> Unfortunate my coding experience is more in php then perl :-)
> 

try something like this (not tested):

diff --git a/share/html/Elements/ShowCustomFields 
b/share/html/Elements/ShowCustomFields
index ddb8b72..ad8869d 100644
--- a/share/html/Elements/ShowCustomFields
+++ b/share/html/Elements/ShowCustomFields
@@ -83,7 +83,7 @@ $m->callback(
 my $print_value = sub {
 my ($cf, $value) = @_;
 my $linked = $cf->LinkValueTo;
-if ( $linked ) {
+if ( $linked && $m->request_comp->path !~ m|/SelfService/| ) {
 $m->out('');
 }
 my $comp = "ShowCustomField". $cf->Type;
@@ -98,7 +98,7 @@ my $print_value = sub {
 } else {
 $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) );
 }
-$m->out('') if $linked;
+$m->out('') if ( $linked && $m->request_comp->path !~ m|/SelfService/| 
);
 
 # This section automatically populates a div with the 
"IncludeContentForValue" for this custom
 # field if it's been defined

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Re: [rt-users] Customfields question

[Richard Pijnenburg]

Hi Emmanuel,

It works perfect :-)
Thanks a lot.

--

Another quick question.
It would be handy for the departments to have different categories in
the queues so I can group them in a way.
For example with our support department I have 3 queues: Support,
Windows, Linux.
These 3 can be in a group Support
For our administration department I have other queues and those I want
under a group Administration.

Is there already a modification for this?

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Wednesday, November 25, 2009 11:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customfields question

On Wed, Nov 25, 2009 at 10:46:18AM +0100, Richard Pijnenburg wrote:
> Hi Emmanuel,
> 
> I found that file yeah.
> It's only unclear what code I need to make the filter for it.
> Unfortunate my coding experience is more in php then perl :-)
> 

try something like this (not tested):

diff --git a/share/html/Elements/ShowCustomFields
b/share/html/Elements/ShowCustomFields
index ddb8b72..ad8869d 100644
--- a/share/html/Elements/ShowCustomFields
+++ b/share/html/Elements/ShowCustomFields
@@ -83,7 +83,7 @@ $m->callback(
 my $print_value = sub {
 my ($cf, $value) = @_;
 my $linked = $cf->LinkValueTo;
-if ( $linked ) {
+if ( $linked && $m->request_comp->path !~ m|/SelfService/| ) {
 $m->out('');
 }
 my $comp = "ShowCustomField". $cf->Type;
@@ -98,7 +98,7 @@ my $print_value = sub {
 } else {
 $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) );
 }
-$m->out('') if $linked;
+$m->out('') if ( $linked && $m->request_comp->path !~
m|/SelfService/| );
 
 # This section automatically populates a div with the
"IncludeContentForValue" for this custom
 # field if it's been defined

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[rt-users] Spell Checker

[Potla, Ashish Bassaliel]

Hello,
How does one enable RT Spell checker in RT 3.8.2?

Thank you in advance,
-Ashish
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[rt-users] Long Lines on ticket display page

[Potla, Ashish Bassaliel]

Hello,
Some bizarre things have been happening and would like to know if anyone has 
seen similar cases.


1.   When a long line is in the message body, it runs off the screen.

2.   Sometimes, long words, like path names are unnecessarily truncated and 
wrapped to the next line even though the end is not reached.

3.   Inconsistent new lines get added to the message body(especially to 
indented previous messages) and keeps making the email longer and longer each 
time correspondence is added to it.

Please help me out!

Thank you,
-Ashish
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[rt-users] FW: Problem with Ticket display page

[Potla, Ashish Bassaliel]

I tried to send a screen shot but it was too big..

I will try to explain my problem: Inside the message body I keep seeing 
horizontal /vertical scroll bars. Why is this happening?

Thank you,
-Ashish

From: Potla, Ashish Bassaliel
Sent: Wednesday, November 25, 2009 2:57 AM
To: 'rt-us...@bestpractical.com'
Subject: Problem with Ticket display page

Hello again,
Please have a look at this below display page for a ticket. Notice the 
horizontal scroll bar appearing inside the ticket display? This happens for 
Firefox on Unix and Firefox and Safari on MacOS.
Why is it displaying so?


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Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction

[Torsten Brumm]

Hi,
try the following from wiki (with tiny code changes)

Condition: Userdefined (
http://wiki.bestpractical.com/view/OnCustomFieldValueChange)
Action: CreateTickets
Template: CreateNewTicket (follow the Approval Ticket creation Template Page
from wiki, replace type: approval with type: ticket)

This should work fine

2009/11/25 jrummel 

>
> Hi All,
>
> I'm definitely an RT novice, and could use some assistance.  I have a
> ticket
> Custom Field ("Progress").  It is a Select One Value field.  When someone
> selects the value "Sent", I want a new ticket created that is 'depended on
> by' the original ticket.  Can anyone help me with this please?  I'm
> desperate!
>
> Thanks!
>
> P.S. If the new ticket could automatically have an owner assigned upon
> creation as well, that would be ideal.  But the above request is definitely
> priority.
> --
> View this message in context:
> http://old.nabble.com/Auto-creating-a-%27dependant%27-ticket-On-Transaction-tp26505061p26505061.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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[rt-users] Not Working: Set Due Date - Child Tickets

[TONY JOHN - ERS, HCL Tech]

Hi All ,

I'm trying to set the Due date of child Ticket.But my scrips is giving no 
results.Please find below  the Custom action clean up code used for the same:

my $duedate = RT::Date->new($RT::SystemUser);
my $hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);
my $DepOnBy = $self->TicketObj->MemberOf;
$RT::Logger->debug("BaseObj called");
while (my $l = $DepOnBy->Next) {
$RT::Logger->debug("BaseObj called");
$l->BaseObj->SetDue($duedate->ISO);
}
return 1;



Any help?

Regards,
Tony

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Re: [rt-users] Set Due Date - Child Tickets

[Torsten Brumm]

Hi Tony,
i think the problem is my $link = $self->TicketObj->DependedOnBy->Next;
which gives you back all possible DependedOnBy Tickets, also if you have
more. I tried something similar last week.

Attached a piece of code to find all deponby tickets and update the deponbys
with something.

my $DepOnBy = $self->TicketObj->DependedOnBy;
my $dep;
my $l;
while( $dep = $DepOnBy->Next ) {
   next unless( $dep->BaseURI->IsLocal );
   my $systicket = RT::Ticket->new($RT::SystemUser);
   $systicket->Load($dep->BaseObj->Id);
   my $Members = $systicket->Members;
   while( $l = $Members->Next ) {
   next unless( $l->TargetURI->IsLocal );
   next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ );

 $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id);
   }
}
return 1;

In my case i added to all deponby tickets a new member, you can replace this
with your setdue part i think,

Torsten

2009/11/25 TONY JOHN - ERS, HCL Tech 

>  Hi ,
>
>
>
> I’m trying to set the Due date  of  the child Ticket.But my scrips is
> giving some error.Please find below  the Custom action clean up code used
> for the same:
>
>
>
> my $link = $self->TicketObj->DependedOnBy->Next;
>
> my $duedate = RT::Date->new($RT::SystemUser);
>
> my $hours_duetime = 24;
>
> $duedate->Set(Format=>'unix', Value=>$hours_duetime);
>
> $self->TicketObj->SetDue($duedate->ISO);
>
> $link->BaseObj->SetDue($duedate->ISO);
>
> return 1;
>
>
>
>
>
>
>
> *Error : Log File*
>
>
>
> [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of
> ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190)
>
> [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call
> method "BaseObj" on an undefined value at (eval 1531) line 8.
>
>
>
> Any help?
>
>
>
> Regards,
>
> Tony
>
> DISCLAIMER:
> ---
>
> The contents of this e-mail and any attachment(s) are confidential and 
> intended for the named recipient(s) only.
> It shall not attach any liability on the originator or HCL or its affiliates. 
> Any views or opinions presented in
> this email are solely those of the author and may not necessarily reflect the 
> opinions of HCL or its affiliates.
> Any form of reproduction, dissemination, copying, disclosure, modification, 
> distribution and / or publication of
> this message without the prior written consent of the author of this e-mail 
> is strictly prohibited. If you have
> received this email in error please delete it and notify the sender 
> immediately. Before opening any mail and
> attachments please check them for viruses and defect.
>
> ---
>
>
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>
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>
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-- 
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Torsten Brumm

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http://www.elektrofeld.de
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Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction

[Franzini, Gabriele [Nervianoms]]

Hello jrummel,
>From novice to novice, try a Scrip with something like:

1) Condition: as in OnCustomFieldValueChange (see wiki);
2) Action: User-defined,  based upon DivideTicketIntoSubtasks (see
wiki):

my $trans = $self->TransactionObj;
my $tkt = $self->TicketObj;

my $requestors = [ $tkt->Requestors->MemberEmailAddresses];
my $new_tkt = RT::Ticket->new($RT::SystemUser);
my ($id, $msg) = $new_tkt->Create(
 Queue => "your-queue-name-goes-here",
 Subject => $tkt->Subject,
Status => 'new',
Requestor => $requestors,
DependedOnBy => $tkt->Id)

return 1;

HTH,
Gabriele Franzini 
ICT Applications Manager 
Nerviano Medical Sciences SRL 
PO Box 11 - Viale Pasteur 10 
20014 Nerviano Italy 
tel +39 0331581477 
fax +39 0331581456 

>
>Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST)
>From: jrummel 
>Subject: [rt-users]  Auto-creating a 'dependant' ticket On Transaction
>To: rt-users@lists.bestpractical.com
>Message-ID: <26505061.p...@talk.nabble.com>
>Content-Type: text/plain; charset=us-ascii
>
>Hi All,
>
>I'm definitely an RT novice, and could use some assistance.  I have a
ticket 
>Custom Field ("Progress").  It is a Select One Value field.  When
someone 
>selects the value "Sent", I want a new ticket created that is 'depended
on 
>by' the original ticket.  Can anyone help me with this please?  I'm
desperate!
>
>Thanks!
>
>P.S. If the new ticket could automatically have an owner assigned upon
creation
> as well, that would be ideal.  But the above request is definitely
priority.
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Re: [rt-users] Set Due Date - Child Tickets

[TONY JOHN - ERS, HCL Tech]

Hi Torsten,

I tried this Scrip but it isn't working

my $duedate = RT::Date->new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);
my $DepOnBy = $self->TicketObj->DependedOnBy;
$RT::Logger->debug("BaseObj called");
while (my $dep = $DepOnBy->Next) {
my $systicket = RT::Ticket->new($RT::SystemUser);
$systicket->Load($dep->BaseObj->Id);
my $Members = $systicket->Members;
while(my $l = $Members->Next ) {
$l->BaseObj->SetDue($duedate->ISO);
 }
$RT::Logger->debug("BaseObj called");
}
return 1;

Regards,
Tony

From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets

Hi Tony,
i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which 
gives you back all possible DependedOnBy Tickets, also if you have more. I 
tried something similar last week.

Attached a piece of code to find all deponby tickets and update the deponbys 
with something.

my $DepOnBy = $self->TicketObj->DependedOnBy;
my $dep;
my $l;
while( $dep = $DepOnBy->Next ) {
   next unless( $dep->BaseURI->IsLocal );
   my $systicket = RT::Ticket->new($RT::SystemUser);
   $systicket->Load($dep->BaseObj->Id);
   my $Members = $systicket->Members;
   while( $l = $Members->Next ) {
   next unless( $l->TargetURI->IsLocal );
   next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ );
   
$self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id);
   }
}
return 1;

In my case i added to all deponby tickets a new member, you can replace this 
with your setdue part i think,

Torsten
2009/11/25 TONY JOHN - ERS, HCL Tech mailto:tonyj...@hcl.in>>
Hi ,

I'm trying to set the Due date  of  the child Ticket.But my scrips is giving 
some error.Please find below  the Custom action clean up code used for the same:

my $link = $self->TicketObj->DependedOnBy->Next;
my $duedate = RT::Date->new($RT::SystemUser);
my $hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);
$link->BaseObj->SetDue($duedate->ISO);
return 1;



Error : Log File

[Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of 
ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190)
[Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method 
"BaseObj" on an undefined value at (eval 1531) line 8.

Any help?

Regards,
Tony

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http://www.brumm.me
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Re: [rt-users] Set Due Date - Child Tickets

[Brumm, Torsten / Kuehne + Nagel / Ham MI-ID]

Hi Tony,
 
i think this is the problem:
 
$l->BaseObj->SetDue($duedate->ISO);
 
should by $l->TicketObj->SetDue($duedate->ISO);
 
Like this:
 
# your calculations
my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

 

# find depon ticket

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called"); 

 

# loop through all deponbys

while (my $dep = $DepOnBy->Next) {

my $systicket = RT::Ticket->new($RT::SystemUser);

 

# Get ID of all deponby tickets and load from id the ticketobj

$systicket->Load($dep->BaseObj->Id);

my $Members = $systicket->Members;

 

# from here we have all our depended on by tickets, we will set the due here

while(my $l = $Members->Next ) {

$l->TicketObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called"); 

}

return 1;

 

Otherwise, let the logger give out the content of the variables.
Torsten




Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, 
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von TONY JOHN - 
ERS, HCL Tech
Gesendet: Mittwoch, 25. November 2009 12:53
An: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Set Due Date - Child Tickets



Hi Torsten,

 

I tried this Scrip but it isn't working

 

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called"); 

while (my $dep = $DepOnBy->Next) {

my $systicket = RT::Ticket->new($RT::SystemUser);

$systicket->Load($dep->BaseObj->Id);

my $Members = $systicket->Members;

while(my $l = $Members->Next ) {

$l->BaseObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called"); 

}

return 1;

 

Regards,

Tony



From: Torsten Brumm [mailto:torsten.br...@googlemail.com] 
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets

 

Hi Tony,

i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which 
gives you back all possible DependedOnBy Tickets, also if you have more. I 
tried something similar last week. 

 

Attached a piece of code to find all deponby tickets and update the deponbys 
with something.

 

my $DepOnBy = $self->TicketObj->DependedOnBy;
my $dep;
my $l;
while( $dep = $DepOnBy->Next ) {
   next unless( $dep->BaseURI->IsLocal );
   my $systicket = RT::Ticket->new($RT::SystemUser);
   $systicket->Load($dep->BaseObj->Id);
   my $Members = $systicket->Members;
   while( $l = $Members->Next ) {
   next unless( $l->TargetURI->IsLocal );
   next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ );
   
$self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id);
   }
}
return 1;

 

In my case i added to all deponby tickets a new member, you can replace this 
with your setdue part i think,


Torsten

2009/11/25 TONY JOHN - ERS, HCL Tech 

Hi ,

 

I'm trying to set the Due date  of  the child Ticket.But my scrips is giving 
some error.Please find below  the Custom action clean up code used for the same:

 

my $link = $self->TicketObj->DependedOnBy->Next;

my $duedate = RT::Date->new($RT::SystemUser);

my $hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

$link->BaseObj->SetDue($duedate->ISO); 

return 1;

 

 

 

Error : Log File

 

[Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of 
ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190)

[Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method 
"BaseObj" on an undefined value at (eval 1531) line 8.

 

Any help?

 

Regards,

Tony

DISCLAIMER:
---
 
The contents of this e-mail and any attachment(s) are confidential and intended 
for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. 
Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the 
opinions of HCL or its affiliates. 
Any form of repr

Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction

[Brumm, Torsten / Kuehne + Nagel / Ham MI-ID]

Hi,
carefull with this. This condition will trigger whenever a customfield values 
changes, and i thing you need this only when a special CF is changed to a 
special value!

Torsten 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, 
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Franzini, 
Gabriele [Nervianoms]
Gesendet: Mittwoch, 25. November 2009 12:25
An: jrum...@imapp.com
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction

Hello jrummel,
>From novice to novice, try a Scrip with something like:

1) Condition: as in OnCustomFieldValueChange (see wiki);
2) Action: User-defined,  based upon DivideTicketIntoSubtasks (see
wiki):

my $trans = $self->TransactionObj;
my $tkt = $self->TicketObj;

my $requestors = [ $tkt->Requestors->MemberEmailAddresses];
my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = 
$new_tkt->Create(
 Queue => "your-queue-name-goes-here",
 Subject => $tkt->Subject,
Status => 'new',
Requestor => $requestors,
DependedOnBy => $tkt->Id)

return 1;

HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
PO Box 11 - Viale Pasteur 10
20014 Nerviano Italy
tel +39 0331581477
fax +39 0331581456 

>
>Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST)
>From: jrummel 
>Subject: [rt-users]  Auto-creating a 'dependant' ticket On Transaction
>To: rt-users@lists.bestpractical.com
>Message-ID: <26505061.p...@talk.nabble.com>
>Content-Type: text/plain; charset=us-ascii
>
>Hi All,
>
>I'm definitely an RT novice, and could use some assistance.  I have a
ticket 
>Custom Field ("Progress").  It is a Select One Value field.  When
someone 
>selects the value "Sent", I want a new ticket created that is 'depended
on 
>by' the original ticket.  Can anyone help me with this please?  I'm
desperate!
>
>Thanks!
>
>P.S. If the new ticket could automatically have an owner assigned upon
creation
> as well, that would be ideal.  But the above request is definitely
priority.
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Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction

[Brumm, Torsten / Kuehne + Nagel / Ham MI-ID]

Sorry, didn't read all,

1. Condition: CustomCondition:

if ( ($self->TransactionObj->Type eq "CustomField" ||
  $self->TransactionObj->Type eq "Create" ) &&
  ($self->TicketObj->FirstCustomFieldValue('YourCustomFieldName') ||
   $self->TicketObj->FirstCustomFieldValue('YourCustomFieldName')) ) {
return 1;
} 
return 0; 

Action: Userdefine:

Here the part of Gabriele but with the content check:

return(0) unless ($self->TicketObj->Type eq 'ticket');
if ($self->TicketObj->FirstCustomFieldValue('YourCustomFieldName') =~ 
/Whatyouarelookingfor/i) {

my $trans = $self->TransactionObj;
my $tkt = $self->TicketObj;

my $requestors = [ $tkt->Requestors->MemberEmailAddresses];
my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = 
$new_tkt->Create(
 Queue => "your-queue-name-goes-here",
 Subject => $tkt->Subject,
Status => 'new',
Requestor => $requestors,
DependedOnBy => $tkt->Id)

return 1;
}
return 0;


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, 
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Franzini, 
Gabriele [Nervianoms]
Gesendet: Mittwoch, 25. November 2009 12:25
An: jrum...@imapp.com
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction

Hello jrummel,
>From novice to novice, try a Scrip with something like:

1) Condition: as in OnCustomFieldValueChange (see wiki);
2) Action: User-defined,  based upon DivideTicketIntoSubtasks (see
wiki):

my $trans = $self->TransactionObj;
my $tkt = $self->TicketObj;

my $requestors = [ $tkt->Requestors->MemberEmailAddresses];
my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = 
$new_tkt->Create(
 Queue => "your-queue-name-goes-here",
 Subject => $tkt->Subject,
Status => 'new',
Requestor => $requestors,
DependedOnBy => $tkt->Id)

return 1;

HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
PO Box 11 - Viale Pasteur 10
20014 Nerviano Italy
tel +39 0331581477
fax +39 0331581456 

>
>Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST)
>From: jrummel 
>Subject: [rt-users]  Auto-creating a 'dependant' ticket On Transaction
>To: rt-users@lists.bestpractical.com
>Message-ID: <26505061.p...@talk.nabble.com>
>Content-Type: text/plain; charset=us-ascii
>
>Hi All,
>
>I'm definitely an RT novice, and could use some assistance.  I have a
ticket 
>Custom Field ("Progress").  It is a Select One Value field.  When
someone 
>selects the value "Sent", I want a new ticket created that is 'depended
on 
>by' the original ticket.  Can anyone help me with this please?  I'm
desperate!
>
>Thanks!
>
>P.S. If the new ticket could automatically have an owner assigned upon
creation
> as well, that would be ideal.  But the above request is definitely
priority.
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Re: [rt-users] Set Due Date - Child Tickets

[Brumm, Torsten / Kuehne + Nagel / Ham MI-ID]

Hi Tony,
confusing ;-) OK, let us give out more:
 
 

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called 1"); 

while (my $dep = $DepOnBy->Next) {

$RT::Logger->debug("DepOnTickets: $dep->BaseObj->Id"); 

   my $systicket = RT::Ticket->new($RT::SystemUser);

   $systicket->Load($dep->BaseObj->Id);

   # and from here stupid copy and paste from my scrip ;-) i'm searching here 
backwards real child tickets, you searching for Depends on

   # my $Members = $systicket->Members;

my $Members = $systicket->DependsOn;

 while(my $l = $Members->Next ) {

$l->TicketObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called 2"); 

}

return 1;




Von: Tony John - ERS, HCL Tech [mailto:tonyj...@hcl.in] 
Gesendet: Mittwoch, 25. November 2009 13:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Set Due Date - Child Tickets



Hi Torsten,

 

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called 1"); 

while (my $dep = $DepOnBy->Next) {

   my $systicket = RT::Ticket->new($RT::SystemUser);

   $systicket->Load($dep->BaseObj->Id);

   my $Members = $systicket->Members;

 

while(my $l = $Members->Next ) {

$l->TicketObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called 2"); 

}

return 1;

 

 

This scrip also couldn't set Due Date for the Child Ticket.Only the first 
RT::Logger was seen in the RT logfile.I think its not entering the loop "while 
(my $dep = $DepOnBy->Next)"

 

Any help?

 

Regards,

Tony



From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
[mailto:torsten.br...@kuehne-nagel.com] 
Sent: Wednesday, November 25, 2009 5:36 PM
To: TONY JOHN - ERS, HCL Tech; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Set Due Date - Child Tickets

 

Hi Tony,

 

i think this is the problem:

 

$l->BaseObj->SetDue($duedate->ISO);

 

should by $l->TicketObj->SetDue($duedate->ISO);

 

Like this:

 

# your calculations

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

 

# find depon ticket

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called"); 

 

# loop through all deponbys

while (my $dep = $DepOnBy->Next) {

my $systicket = RT::Ticket->new($RT::SystemUser);

 

# Get ID of all deponby tickets and load from id the ticketobj

$systicket->Load($dep->BaseObj->Id);

my $Members = $systicket->Members;

 

# from here we have all our depended on by tickets, we will set the due here

while(my $l = $Members->Next ) {

$l->TicketObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called"); 

}

return 1;

 

Otherwise, let the logger give out the content of the variables.
Torsten

 

 

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, 
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne 

 



Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von TONY JOHN - 
ERS, HCL Tech
Gesendet: Mittwoch, 25. November 2009 12:53
An: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Set Due Date - Child Tickets

Hi Torsten,

 

I tried this Scrip but it isn't working

 

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called"); 

while (my $dep = $DepOnBy->Next) {

my $systicket = RT::Ticket->new($RT::SystemUser);

$systicket->Load($dep->BaseObj->Id);

my $Members = $systicket->Members;

while(my $l = $Members->Next ) {

$l->BaseObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called"); 

}

return 1;

 

Regards,

Tony



From: Torsten Brumm [mailto:torsten.br...@googlemail.com] 
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets

 

Hi Tony,

Re: [rt-users] Set Due Date - Child Tickets

[Tony John - ERS, HCL Tech]

Hi Torsten,

my $duedate = RT::Date->new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);
my $DepOnBy = $self->TicketObj->DependedOnBy;
$RT::Logger->debug("BaseObj called 1");
while (my $dep = $DepOnBy->Next) {
   my $systicket = RT::Ticket->new($RT::SystemUser);
   $systicket->Load($dep->BaseObj->Id);
   my $Members = $systicket->Members;

while(my $l = $Members->Next ) {
$l->TicketObj->SetDue($duedate->ISO);
 }
$RT::Logger->debug("BaseObj called 2");
}
return 1;


This scrip also couldn't set Due Date for the Child Ticket.Only the first 
RT::Logger was seen in the RT logfile.I think its not entering the loop "while 
(my $dep = $DepOnBy->Next)"

Any help?

Regards,
Tony

From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
[mailto:torsten.br...@kuehne-nagel.com]
Sent: Wednesday, November 25, 2009 5:36 PM
To: TONY JOHN - ERS, HCL Tech; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Set Due Date - Child Tickets

Hi Tony,

i think this is the problem:

$l->BaseObj->SetDue($duedate->ISO);

should by $l->TicketObj->SetDue($duedate->ISO);

Like this:

# your calculations
my $duedate = RT::Date->new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);

# find depon ticket
my $DepOnBy = $self->TicketObj->DependedOnBy;
$RT::Logger->debug("BaseObj called");

# loop through all deponbys
while (my $dep = $DepOnBy->Next) {
my $systicket = RT::Ticket->new($RT::SystemUser);

# Get ID of all deponby tickets and load from id the ticketobj
$systicket->Load($dep->BaseObj->Id);
my $Members = $systicket->Members;

# from here we have all our depended on by tickets, we will set the due here
while(my $l = $Members->Next ) {
$l->TicketObj->SetDue($duedate->ISO);
 }
$RT::Logger->debug("BaseObj called");
}
return 1;

Otherwise, let the logger give out the content of the variables.
Torsten



Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, 
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von TONY JOHN - 
ERS, HCL Tech
Gesendet: Mittwoch, 25. November 2009 12:53
An: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Set Due Date - Child Tickets
Hi Torsten,

I tried this Scrip but it isn't working

my $duedate = RT::Date->new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
$self->TicketObj->SetDue($duedate->ISO);
my $DepOnBy = $self->TicketObj->DependedOnBy;
$RT::Logger->debug("BaseObj called");
while (my $dep = $DepOnBy->Next) {
my $systicket = RT::Ticket->new($RT::SystemUser);
$systicket->Load($dep->BaseObj->Id);
my $Members = $systicket->Members;
while(my $l = $Members->Next ) {
$l->BaseObj->SetDue($duedate->ISO);
 }
$RT::Logger->debug("BaseObj called");
}
return 1;

Regards,
Tony

From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets

Hi Tony,
i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which 
gives you back all possible DependedOnBy Tickets, also if you have more. I 
tried something similar last week.

Attached a piece of code to find all deponby tickets and update the deponbys 
with something.

my $DepOnBy = $self->TicketObj->DependedOnBy;
my $dep;
my $l;
while( $dep = $DepOnBy->Next ) {
   next unless( $dep->BaseURI->IsLocal );
   my $systicket = RT::Ticket->new($RT::SystemUser);
   $systicket->Load($dep->BaseObj->Id);
   my $Members = $systicket->Members;
   while( $l = $Members->Next ) {
   next unless( $l->TargetURI->IsLocal );
   next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ );
   
$self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id);
   }
}
return 1;

In my case i added to all deponby tickets a new member, you can replace this 
with your setdue part i think,

Torsten
2009/11/25 TONY JOHN - ERS, HCL Tech mailto:tonyj...@hcl.in>>
Hi ,

I'm trying to set the Due date  of  the child Ticket.But my scrips is giving 
some error.Please find below  the Custom action clean up code used for the same:

my $link = $self->TicketObj->DependedOnBy->Next;
my $duedate = RT::Date->new($RT::SystemUser);
my $hours_duetime = 2

Re: [rt-users] Set Due Date - Child Tickets

[Brumm, Torsten / Kuehne + Nagel / Ham MI-ID]

Argh, it is not a good day for coding today.
 
This should be the correct one:
 
my $duedate = RT::Date->new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
 
# Update DueTime for Master Ticket
$self->TicketObj->SetDue($duedate->ISO);
 
# Find all DependedOnBy of Master Ticket
my $DepOnBy = $self->TicketObj->DependedOnBy;
 
while (my $dep = $DepOnBy->Next) {
 $RT::Logger->debug("DepOnTickets: $dep->BaseObj->Id"); 
 # OK, from this point we have all Tickets DependedOnBy Master Ticket
 my $systicket = RT::Ticket->new($RT::SystemUser);
 $systicket->Load($dep->BaseObj->Id);
 # Now we have the ID of each DependedOnBy Ticket
 $systicket->SetDue($duedate->ISO);
 $RT::Logger->debug("BaseObj called 2"); 
}
return 1;



Von: Tony John - ERS, HCL Tech [mailto:tonyj...@hcl.in] 
Gesendet: Mittwoch, 25. November 2009 13:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Set Due Date - Child Tickets



Hi Torsten,

 

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called 1"); 

while (my $dep = $DepOnBy->Next) {

   my $systicket = RT::Ticket->new($RT::SystemUser);

   $systicket->Load($dep->BaseObj->Id);

   my $Members = $systicket->Members;

 

while(my $l = $Members->Next ) {

$l->TicketObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called 2"); 

}

return 1;

 

 

This scrip also couldn't set Due Date for the Child Ticket.Only the first 
RT::Logger was seen in the RT logfile.I think its not entering the loop "while 
(my $dep = $DepOnBy->Next)"

 

Any help?

 

Regards,

Tony



From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
[mailto:torsten.br...@kuehne-nagel.com] 
Sent: Wednesday, November 25, 2009 5:36 PM
To: TONY JOHN - ERS, HCL Tech; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Set Due Date - Child Tickets

 

Hi Tony,

 

i think this is the problem:

 

$l->BaseObj->SetDue($duedate->ISO);

 

should by $l->TicketObj->SetDue($duedate->ISO);

 

Like this:

 

# your calculations

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

 

# find depon ticket

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called"); 

 

# loop through all deponbys

while (my $dep = $DepOnBy->Next) {

my $systicket = RT::Ticket->new($RT::SystemUser);

 

# Get ID of all deponby tickets and load from id the ticketobj

$systicket->Load($dep->BaseObj->Id);

my $Members = $systicket->Members;

 

# from here we have all our depended on by tickets, we will set the due here

while(my $l = $Members->Next ) {

$l->TicketObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called"); 

}

return 1;

 

Otherwise, let the logger give out the content of the variables.
Torsten

 

 

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, 
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne 

 



Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von TONY JOHN - 
ERS, HCL Tech
Gesendet: Mittwoch, 25. November 2009 12:53
An: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Set Due Date - Child Tickets

Hi Torsten,

 

I tried this Scrip but it isn't working

 

my $duedate = RT::Date->new($RT::SystemUser);

my $bus_hours_duetime = 24;

$duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);

$self->TicketObj->SetDue($duedate->ISO);

my $DepOnBy = $self->TicketObj->DependedOnBy;

$RT::Logger->debug("BaseObj called"); 

while (my $dep = $DepOnBy->Next) {

my $systicket = RT::Ticket->new($RT::SystemUser);

$systicket->Load($dep->BaseObj->Id);

my $Members = $systicket->Members;

while(my $l = $Members->Next ) {

$l->BaseObj->SetDue($duedate->ISO);

 }

$RT::Logger->debug("BaseObj called"); 

}

return 1;

 

Regards,

Tony



From: Torsten Brumm [mailto:torsten.br...@googlemail.com] 
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets

 

Hi Tony,

i think the problem is my $link = $self->TicketObj->DependedOnBy->

Re: [rt-users] Is SQLite no longer supported?

[Ivan Voras]

2009/11/25 Tom Lahti :
>> SQLite's complete lack of threading model means responding to a single
>> request at a time.
>>
>> Simply put, if you have enough users that the possibility of multiple
>> people requesting information at the same time, or a user request happening
>> when an external ticket comes in (email via rt-mailgate etc.), then you're
>> going to be causing users to stall, waiting.
>>
>> You may be able to get away with it for a small number of concurrent users
>> (1-5 maybe) in a low volume environment, but if you're wanting to do
>> anything serious with email coming in at any moment, then you'd be better
>> off setting up a MySQL/PgSQL DB.  The effort isn't much different.
>>
>> Stuart
>
> I was thinking more in terms of reporting reliability.
>
> In short, SQLite is not ACID compliant.  If underneath you are not ACID
> compliant, then there is no assurance that what's in a ticket's history
> necessarily reflects reality.  History items may have been lost due to power
> outages, locking issues, buggy web server software, etc etc etc.
>
> Without ACID compliance, you really don't have an audit trail.  You can
> pretend you do, but you really don't :)

In defence of SQLite (not that I'm especially cheering for it), it
actually is ACID compliant (http://www.sqlite.org/transactional.html,
http://www.sqlite.org/atomiccommit.html) and concurreny issues only
affect writers (readers are fully concurrent;
http://www.sqlite.org/lockingv3.html,
http://www.sqlite.org/faq.html#q6), so my question really was more
directed to real-world experiences with rt3 and SQLite rather than
rumours :)
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[rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets

[pjaramillo]

I won't to stop any emails with the Subject line of RE:  or Re: 
 from creating tickets?
Is this something that can be done with sendmail or rtmailgate, while 
still retaining the ability for users to create tickets via email?

Thanks,
Paul J
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Re: [rt-users] Slow queries building list of privileged users (Postgres)

[Jesse Vincent]

> I think your suggested new index in group is correct; that's
> eliminated some more slow queries. I think I'll try and put up a
> set of annotated additional postgres indexes on the wiki, in lieu
> of future updates to the indexes created by the schemas shipped with
> RT.

(And possibly influencing future index updates as shipped by the vendor ;)


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Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets

[Jesse Vincent]

On Wed 25.Nov'09 at  9:42:52 -0600, pjarami...@kcp.com wrote:
> I won't to stop any emails with the Subject line of RE:  or Re: 
>  from creating tickets?
> Is this something that can be done with sendmail or rtmailgate, while 
> still retaining the ability for users to create tickets via email?

I'd probably just use procmail for that myself.

> 
> Thanks,
> Paul J
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Re: [rt-users] FW: Problem with Ticket display page

[Ken Crocker]

Ashish,

What did you set your "wrap" configuration to?

Kenn
LBNL

On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote:


I tried to send a screen shot but it was too big..

 

I will try to explain my problem: Inside the message body I keep 
seeing horizontal /vertical scroll bars. Why is this happening?


 


Thank you,

-Ashish

 


*From:* Potla, Ashish Bassaliel
*Sent:* Wednesday, November 25, 2009 2:57 AM
*To:* 'rt-us...@bestpractical.com'
*Subject:* Problem with Ticket display page

 


Hello again,

Please have a look at this below display page for a ticket. Notice the 
horizontal scroll bar appearing inside the ticket display? This 
happens for Firefox on Unix and Firefox and Safari on MacOS.


Why is it displaying so?

 

 




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Re: [rt-users] Long Lines on ticket display page

[Jesse Vincent]

On Wed 25.Nov'09 at  3:03:05 -0800, Potla, Ashish Bassaliel wrote:
> Hello,
> 
> Some bizarre things have been happening and would like to know if anyone has 
> seen similar cases.
> 
What version of RT are you folks running?

-Jesse
>  
> 
> 1.   When a long line is in the message body, it runs off the screen.
> 
> 2.   Sometimes, long words, like path names are unnecessarily truncated 
> and wrapped to the next line even though the end
> is not reached.
> 
> 3.   Inconsistent new lines get added to the message body(especially to 
> indented previous messages) and keeps making the
> email longer and longer each time correspondence is added to it.
> 
>  
> 
> Please help me out!
> 
>  
> 
> Thank you,
> 
> -Ashish
> 

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[rt-users] FW: FW: Problem with Ticket display page

[Potla, Ashish Bassaliel]

I didnt edit that. Where do you actually set it?

Thanks for your response.
-Ashish

From: Ken Crocker [kfcroc...@lbl.gov]
Sent: Wednesday, November 25, 2009 10:30 PM
To: Potla, Ashish Bassaliel
Cc: rt-us...@bestpractical.com
Subject: Re: [rt-users] FW: Problem with Ticket display page

Ashish,

What did you set your "wrap" configuration to?

Kenn
LBNL

On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote:
I tried to send a screen shot but it was too big..

I will try to explain my problem: Inside the message body I keep seeing 
horizontal /vertical scroll bars. Why is this happening?

Thank you,
-Ashish

From: Potla, Ashish Bassaliel
Sent: Wednesday, November 25, 2009 2:57 AM
To: 'rt-us...@bestpractical.com'
Subject: Problem with Ticket display page

Hello again,
Please have a look at this below display page for a ticket. Notice the 
horizontal scroll bar appearing inside the ticket display? This happens for 
Firefox on Unix and Firefox and Safari on MacOS.
Why is it displaying so?





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[rt-users] FW: Long Lines on ticket display page

[Potla, Ashish Bassaliel]

Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an 
Oracle Db.

Let me know if you need any other info.

Regards,
-Ashish


From: Jesse Vincent [je...@bestpractical.com]
Sent: Wednesday, November 25, 2009 10:31 PM
To: Potla, Ashish Bassaliel
Cc: rt-us...@bestpractical.com
Subject: Re: [rt-users] Long Lines on ticket display page

On Wed 25.Nov'09 at  3:03:05 -0800, Potla, Ashish Bassaliel wrote:
> Hello,
>
> Some bizarre things have been happening and would like to know if anyone has 
> seen similar cases.
>
What version of RT are you folks running?

-Jesse
>
>
> 1.   When a long line is in the message body, it runs off the screen.
>
> 2.   Sometimes, long words, like path names are unnecessarily truncated 
> and wrapped to the next line even though the end
> is not reached.
>
> 3.   Inconsistent new lines get added to the message body(especially to 
> indented previous messages) and keeps making the
> email longer and longer each time correspondence is added to it.
>
>
>
> Please help me out!
>
>
>
> Thank you,
>
> -Ashish
>

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Re: [rt-users] QuickSearch Too Slow - rt-3.6.0

[Jesse Vincent]

On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:
> Hi,
> 
>  
> 
> I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on 
> a Pentium server with 1GB of RAM. This RT instance is hosting two business
> applications and there are close to 1200 queues on it.

RT 3.6.0 is over 3 years old. We've made many, many performance
improvements in the sixteen releases since then. Coming up to a recent RT
is the right first step.  Additionally, if you folks have 1200 queues,
I suspect you'll get a LOT of utility out of upgrading to a more recent
server with more RAM than a $200 netbook.





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Re: [rt-users] FW: Long Lines on ticket display page

[Jesse Vincent]

On Wed, Nov 25, 2009 at 09:10:30AM -0800, Potla, Ashish Bassaliel wrote:
> Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an 
> Oracle Db.
>

We've definitely made wrapping improvements in the past couple point
releases. And one since that last release:

commit 4eb846f4b7da66940f6bc479a0367d226969e99d
Author: Jesse Vincent 
Date:   Fri Oct 30 14:54:21 2009 -0400

RT was accidentally injecting too many newlines when rendering plaintext 
messages without .

This commit fixes the regex.

diff --git a/share/html/Ticket/Elements/ShowMessageStanza 
b/share/html/Ticket/Elements/ShowMessageStanza
index e9b57bb..0d4fe61 100755
--- a/share/html/Ticket/Elements/ShowMessageStanza
+++ b/share/html/Ticket/Elements/ShowMessageStanza
@@ -98,7 +98,7 @@ my $print_content = sub {
 $m->callback( content => $ref, %ARGS );
 $m->comp('/Elements/MakeClicky', content => $ref, ticket => $ticket, 
%ARGS);
 unless ( $plain_text_pre || $plain_text_mono ) {
-$$ref =~ s{(?=\r*\n)}{}g if defined $$ref;
+$$ref =~ s{(\r?\n)}{}g if defined $$ref;
 }
 $m->out( $$ref );
 };


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Re: [rt-users] 'bin/rt' CLI, creating ticket with Owner

[Kevin Falcone]

On Mon, Nov 16, 2009 at 10:51:39AM +1100, Stuart Browne wrote:
> I'm trying to get the CLI 'rt' tool to create a ticket with a specified owner.
> 
> I'm trying:
> 
>   /opt/rt3/bin/rt create -t ticket set status=new 
> owner="stuart.bro...@ausregistry.com.au"  subject="`date +'General Tasks %Y%m 
> - %W'`" queue="au Maintenance" text="Auto-created weekly general tasks 
> ticket." priority=1
> 
> Sadly, this is setting everything else other than the owner perfectly 
> correctly.
> 
> I've tried setting the RTUSER with SuperUser as a last-effort, to no avail.
> 
> Is there any way (short of writing the create routine myself using the API) 
> to set the owner at ticket creation time?

Using a username instead of an email address works fine here

-kevin


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[rt-users] rt CLI Failing -- 401 Credentials Required

[Behzad Mahini]

I am trying to use 'rt' CLI, but I fail to get any results back from  
RT at the command line (No matches found). Following is a short  
version of what I get back in reply to "rt list"

Status !='resolved' and Owner='some_user' and (Queue='xyz1' or  
queue='xyz2')
--xYzZY--
HTTP/1.1 200 OK
Connection: close
Date: Wed, 25 Nov 2009 18:43:32 GMT

..
RT/3.8.4 401 Credentials required
No matches found

I also have all my env variables set (i.e., RTUSER, RTPASSWD,  
RTEXTERNALAUTH=1, RTSERVER, RTDEBUG=3). I can access RT through web  
SSL connections, and rt-mailgate fine.


I would appreciate any help.

Thanks,
Behzad

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[rt-users] Lots of new lines....

[Robert Nesius]

In testing email interactions with RT, I'm observing the following behavior
with 3.8.6:

Original message:
> Testing html-ized mail
>
> -Rob

What I see coming back from RT
 begin 

Testing html-ized mail.













-Rob
















 end 

Actually - I'm observing this with plaintext messages too. :(
-Rob
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[rt-users] Pruning email responses

[Robert Nesius]

The environment I'm about to roll out RT into is pretty much 100%
Outlook/Exchange.  Something I'm noticing is that when I respond to a ticket
via email, not only is my response included, but the entire thread
underneath it.  I'd like to RT to drop everything beginning from the pattern
of:

/^- Original Message - .*/


  I'm having a hard time tracking down where exactly to do this trimming...
I figured out rt-mailgate is just feeding a parsed mime object to the
server, so somewhere in the server code that handles responses I'd need to
prune that.   I can't imagine I'm the first person to want this, but I can't
find an extension or config option.  Can someone point me in the right
direction - either to the correct area in the source to consider, or to docs
about config options I'm missed?

Thanks in advance.

-Rob
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Re: [rt-users] Pruning email responses

[Mike Johnson]

This isn't exactly what you are wanting, but a suitable workaround, and is 
actually what I believe to be RT's intent.
 
There are 2 ways to initiate a communication out of RT to an end user.  What I 
like to call Global reply button, and Inline reply button.
 
Global reply button, located at the very top of the page when displaying a 
ticket, just opens the comment form with a blank text area(unless you have a 
signature it is including).
 
Inline reply button, located beside each transaction within the history of the 
ticket, opens up the comment form with the transaction associated to the reply 
button you clicked copied into the message area.
 
The reasoning behind this(I believe) is so that you can specifically reference 
a transaction(typically a previous communication from the customer) when 
replying OR asking something new of the customer related to the ticket itself.
 
Now, out-of-the-box, RT doesn't allow you to control what is being pulled into 
the ticket from the external actions(customer replying to your correspondence). 
 But, if you are controlling what is going out, that will "somewhat" control 
what the customer will reply back with.  If you teach your RT users to use the 
2 different ways of replying, it can save you the hassle of having to strip old 
messages.
 
The reasoning behind the 2 replies can also be applied to how the customer 
would reply to RT as well.  Most customers will simply hit reply, which will 
include what they are replying about...

Should for whatever reason that customer's reply be related to a previous 
communication... it will be included in their reply... I personally wouldn't 
want to strip that out, it provides context to their communication.
 
Again, just my personal opinions above, but I think it makes a solid case for 
not having to do any customization to RT...
 
Good Luck!
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.john...@normed.ca 
Technology assistance: email nosmhelpd...@normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Robert Nesius  25/11/2009 2:30 pm >>>

The environment I'm about to roll out RT into is pretty much 100% 
Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via 
email, not only is my response included, but the entire thread underneath it. 
I'd like to RT to drop everything beginning from the pattern of: 

/^- Original Message - .*/


I'm having a hard time tracking down where exactly to do this trimming... I 
figured out rt-mailgate is just feeding a parsed mime object to the server, so 
somewhere in the server code that handles responses I'd need to prune that. I 
can't imagine I'm the first person to want this, but I can't find an extension 
or config option. Can someone point me in the right direction - either to the 
correct area in the source to consider, or to docs about config options I'm 
missed? 

Thanks in advance. 

-Rob

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Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets

[pjaramillo]

Thanks. After some googling, I implemented the following in my sendmail.cf 
to silently discard the subject lines of my choice with out sending an 
annoying reply message

LOCAL_RULESETS
F{FullSubjects} -o /etc/mail/subjects_full
F{PartSubjects} -o /etc/mail/subjects_part
HSubject:   $>CheckSubject

SCheckSubject
R$={FullSubjects}$* $: REJECTSUBJECT
R$* $={PartSubjects} $* $: REJECTSUBJECT
R$* REJECTSUBJECT $*$#discard   $: discard

Thanks,
Paul J



From:
Jesse Vincent 
To:
pjarami...@kcp.com
Cc:
rt-users@lists.bestpractical.com
Date:
11/25/2009 10:26 AM
Subject:
Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from 
creating tickets






On Wed 25.Nov'09 at  9:42:52 -0600, pjarami...@kcp.com wrote:
> I won't to stop any emails with the Subject line of RE:  or 
Re: 
>  from creating tickets?
> Is this something that can be done with sendmail or rtmailgate, while 
> still retaining the ability for users to create tickets via email?

I'd probably just use procmail for that myself.

> 
> Thanks,
> Paul J
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> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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> 
[attachment "signature.asc" deleted by Paul Jaramillo/KCP] 


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Re: [rt-users] Pruning email responses

[Robert Nesius]

Thanks very much, Mike.

My experience with ticket systems in the past is a bit different from RT,
and your post illuminated that more clearly.   The work flow i've used in
the past is:

Customer -> Support  - Help
Support -> Customer  - clarifying question (which creates an email)
customer -> support - response (via email)
support -> customer - another question or detail (via email)

During these interactions happening in email, the ticket system is CC'd and
silently logs each new iteration into the ticket history, from which the
entire history can be replayed.  Additionally, the ticket system always
displayed all past interactions underneath the new data... so it could be
referenced if necessary.

I see now more clearly RT isn't quite intended to work that way and that the
intent is for ticket owners to really use the web application as the
interface versus email.  I think that's a paradigm shift I can make.  I'm
not sure I like it, but I think that feeling of discomfort stems from a lack
of experience, and over time I may even like RT's approach better.

Thanks again for your very articulate and illuminating response.

-Rob


On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson wrote:

>  This isn't exactly what you are wanting, but a suitable workaround, and
> is actually what I believe to be RT's intent.
>
> There are 2 ways to initiate a communication out of RT to an end user.
> What I like to call Global reply button, and Inline reply button.
>
> Global reply button, located at the very top of the page when displaying a
> ticket, just opens the comment form with a blank text area(unless you have a
> signature it is including).
>
> Inline reply button, located beside each transaction within the history of
> the ticket, opens up the comment form with the transaction associated to the
> reply button you clicked copied into the message area.
>
> The reasoning behind this(I believe) is so that you can specifically
> reference a transaction(typically a previous communication from the
> customer) when replying OR asking something new of the customer related to
> the ticket itself.
>
> Now, out-of-the-box, RT doesn't allow you to control what is being pulled
> into the ticket from the external actions(customer replying to your
> correspondence).  But, if you are controlling what is going out, that will
> "somewhat" control what the customer will reply back with.  If you teach
> your RT users to use the 2 different ways of replying, it can save you the
> hassle of having to strip old messages.
>
> The reasoning behind the 2 replies can also be applied to how the customer
> would reply to RT as well.  Most customers will simply hit reply, which will
> include what they are replying about...
>
> Should for whatever reason that customer's reply be related to a previous
> communication... it will be included in their reply... I personally wouldn't
> want to strip that out, it provides context to their communication.
>
> Again, just my personal opinions above, but I think it makes a solid case
> for not having to do any customization to RT...
>
> Good Luck!
>
>
>  Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: 807.766.7331
> Email: mike.john...@normed.ca
> Technology assistance: email nosmhelpd...@normed.ca
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
> holidays:
> Off campus toll free 1-800-461-8777, option 8, or locally either
> (705)-662-7120 or (807)-766-7500
>
>
> >>> Robert Nesius  25/11/2009 2:30 pm >>>
>
>
> The environment I'm about to roll out RT into is pretty much 100%
> Outlook/Exchange. Something I'm noticing is that when I respond to a ticket
> via email, not only is my response included, but the entire thread
> underneath it. I'd like to RT to drop everything beginning from the pattern
> of:
>
> /^- Original Message - .*/
>
>
> I'm having a hard time tracking down where exactly to do this trimming... I
> figured out rt-mailgate is just feeding a parsed mime object to the server,
> so somewhere in the server code that handles responses I'd need to prune
> that. I can't imagine I'm the first person to want this, but I can't find an
> extension or config option. Can someone point me in the right direction -
> either to the correct area in the source to consider, or to docs about
> config options I'm missed?
>
> Thanks in advance.
>
> -Rob
>
>
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Re: [rt-users] Pruning email responses

[Kevin Falcone]

On Wed, Nov 25, 2009 at 02:37:52PM -0600, Robert Nesius wrote:
> 
>I see now more clearly RT isn't quite intended to work that way and that 
> the intent is for
>ticket owners to really use the web application as the interface versus 
> email. I think that's
>a paradigm shift I can make. I'm not sure I like it, but I think that 
> feeling of discomfort
>stems from a lack of experience, and over time I may even like RT's 
> approach better.

I actually do almost all of my interacting with RT via my inbox.
But, I trim email messages before replying.

-kevin


pgpl1ILwhSyz8.pgp
Description: PGP signature
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Re: [rt-users] Pruning email responses

[Maxwell A. Rathbone]

Robert,

To confuse things even farther, RT can be installed with Incident 
Tracker (RT::IR) that extend's RT's functionality. The company I work 
for uses it to process incoming abuse tickets. The work flow for that 
looks roughly like this:


(In this example, I'll use an incoming Spamcop message as the example)

SpamCop -> RT Incident Reports Queue -> Support Rep via Web -> Outbound 
Investigation Ticket to our Customer

*Customer Fixes Issue causing Abuse*
Customer Replies Via Email To Investigation Ticket -> Support Rep via Web
Support Rep via Web responds back to original Incident Report, and 
Investigation tickets and then closes all of them at once.


One of the great features about RT::IR is it's ability to link the 
different tickets together. So the incoming ticket from the abuse 
reporter is linked to an incident ticket(that can be linked to RTFM 
articles and other tickets), which is then linked to an outbound 
investigation ticket to our customer.


I send this just to demonstrate that RT is very powerful and can be set 
up MANY different ways. Just takes time tweaking it to work the way you 
want.


Max


Robert Nesius wrote:
Thanks very much, Mike. 

My experience with ticket systems in the past is a bit different from 
RT, and your post illuminated that more clearly.   The work flow i've 
used in the past is:


Customer -> Support  - Help
Support -> Customer  - clarifying question (which creates an email)
customer -> support - response (via email)
support -> customer - another question or detail (via email)

During these interactions happening in email, the ticket system is 
CC'd and silently logs each new iteration into the ticket history, 
from which the entire history can be replayed.  Additionally, the 
ticket system always displayed all past interactions underneath the 
new data... so it could be referenced if necessary.


I see now more clearly RT isn't quite intended to work that way and 
that the intent is for ticket owners to really use the web application 
as the interface versus email.  I think that's a paradigm shift I can 
make.  I'm not sure I like it, but I think that feeling of discomfort 
stems from a lack of experience, and over time I may even like RT's 
approach better.


Thanks again for your very articulate and illuminating response.

-Rob


On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson > wrote:


This isn't exactly what you are wanting, but a suitable
workaround, and is actually what I believe to be RT's intent.
 
There are 2 ways to initiate a communication out of RT to an end

user.  What I like to call Global reply button, and Inline reply
button.
 
Global reply button, located at the very top of the page when

displaying a ticket, just opens the comment form with a blank text
area(unless you have a signature it is including).
 
Inline reply button, located beside each transaction within the

history of the ticket, opens up the comment form with the
transaction associated to the reply button you clicked copied into
the message area.
 
The reasoning behind this(I believe) is so that you can

specifically reference a transaction(typically a previous
communication from the customer) when replying OR asking something
new of the customer related to the ticket itself.
 
Now, out-of-the-box, RT doesn't allow you to control what is being

pulled into the ticket from the external actions(customer replying
to your correspondence).  But, if you are controlling what is
going out, that will "somewhat" control what the customer will
reply back with.  If you teach your RT users to use the 2
different ways of replying, it can save you the hassle of having
to strip old messages.
 
The reasoning behind the 2 replies can also be applied to how the

customer would reply to RT as well.  Most customers will simply
hit reply, which will include what they are replying about...

Should for whatever reason that customer's reply be related to a
previous communication... it will be included in their reply... I
personally wouldn't want to strip that out, it provides context to
their communication.
 
Again, just my personal opinions above, but I think it makes a

solid case for not having to do any customization to RT...
 
Good Luck!
 
 
Mike Johnson

Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.john...@normed.ca 
Technology assistance: email nosmhelpd...@normed.ca

Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding
stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500


>>> Robert Nesius mailto:nes...@gmail.com>>
 

Re: [rt-users] Pruning email responses

[Mike Johnson]

HI Robert,
 
You can interact through email as well, but it's a learning curve that your 
crew must go through.  They need to know that RT will take whatever it is 
getting and log it in the history.
 
As the ticket owner, instead of using RT's 2 methods of replying, you can mimic 
that through your email itself.  I've used a few different clients in my day, 
and all of them have had the option to reply with either including or not 
including the previous message.
 
This would essentially get you what you were looking for without having to be 
in RT itself.
 
The point of logging into RT itself is valid, and I've heard it many times 
throughout my organization whenever we bring new users on, and I actually 
explain what I did in the previous email, with both options(manually doing it 
through email, or doing it through the interface).  Typically, my users have 
chose to adopt the interface... but that isn't always the case :D
 
Good luck, and glad I could be of some help!
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.john...@normed.ca 
Technology assistance: email nosmhelpd...@normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Robert Nesius  25/11/2009 3:37 pm >>>
Thanks very much, Mike. 

My experience with ticket systems in the past is a bit different from RT, and 
your post illuminated that more clearly. The work flow i've used in the past 
is: 

Customer -> Support - Help 
Support -> Customer - clarifying question (which creates an email) 
customer -> support - response (via email) 
support -> customer - another question or detail (via email) 

During these interactions happening in email, the ticket system is CC'd and 
silently logs each new iteration into the ticket history, from which the entire 
history can be replayed. Additionally, the ticket system always displayed all 
past interactions underneath the new data... so it could be referenced if 
necessary. 

I see now more clearly RT isn't quite intended to work that way and that the 
intent is for ticket owners to really use the web application as the interface 
versus email. I think that's a paradigm shift I can make. I'm not sure I like 
it, but I think that feeling of discomfort stems from a lack of experience, and 
over time I may even like RT's approach better. 

Thanks again for your very articulate and illuminating response. 

-Rob


On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson  wrote:


This isn't exactly what you are wanting, but a suitable workaround, and is 
actually what I believe to be RT's intent.
There are 2 ways to initiate a communication out of RT to an end user. What I 
like to call Global reply button, and Inline reply button.
Global reply button, located at the very top of the page when displaying a 
ticket, just opens the comment form with a blank text area(unless you have a 
signature it is including).
Inline reply button, located beside each transaction within the history of the 
ticket, opens up the comment form with the transaction associated to the reply 
button you clicked copied into the message area.
The reasoning behind this(I believe) is so that you can specifically reference 
a transaction(typically a previous communication from the customer) when 
replying OR asking something new of the customer related to the ticket itself.
Now, out-of-the-box, RT doesn't allow you to control what is being pulled into 
the ticket from the external actions(customer replying to your correspondence). 
But, if you are controlling what is going out, that will "somewhat" control 
what the customer will reply back with. If you teach your RT users to use the 2 
different ways of replying, it can save you the hassle of having to strip old 
messages.
The reasoning behind the 2 replies can also be applied to how the customer 
would reply to RT as well. Most customers will simply hit reply, which will 
include what they are replying about...

Should for whatever reason that customer's reply be related to a previous 
communication... it will be included in their reply... I personally wouldn't 
want to strip that out, it provides context to their communication.
Again, just my personal opinions above, but I think it makes a solid case for 
not having to do any customization to RT...
Good Luck!
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.john...@normed.ca 
Technology assistance: email nosmhelpd...@normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Robert Nesius  25/11/2009 2:30 pm >>>


The environment I'm about to roll out RT into is pretty much 10

Re: [rt-users] Is SQLite no longer supported?

[Tom Lahti]

> In defence of SQLite (not that I'm especially cheering for it), it
> actually is ACID compliant (http://www.sqlite.org/transactional.html,
> http://www.sqlite.org/atomiccommit.html) and concurreny issues only
> affect writers (readers are fully concurrent;
> http://www.sqlite.org/lockingv3.html,
> http://www.sqlite.org/faq.html#q6), so my question really was more
> directed to real-world experiences with rt3 and SQLite rather than
> rumours :)

It wasn't the last time I looked at it.  I still wonder about 
transaction isolation levels, but as long as RT doesn't use BEGIN, 
COMMIT or ROLLBACK, I guess that doesn't matter much.

-- 
--
   Tom Lahti, SCMDBA, LPIC-1
   BIT LLC
   (425)251-0833 x 117
   http://www.bitstatement.net/
--
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Re: [rt-users] QuickSearch Too Slow - rt-3.6.0

[Umasankar Pandurangan]

Thanks, Jesse. 

Just wanted to check if there are any ways to optimize it that I am not aware 
of.

Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon. 
I will also upgrade RT to the most recent version then. 

- Original Message -
From: Jesse Vincent 
To: Umasankar Pandurangan
Cc: rt-users@lists.bestpractical.com 
Sent: Wed Nov 25 22:42:06 2009
Subject: Re: [rt-users] QuickSearch Too Slow - rt-3.6.0




On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:
> Hi,
> 
>  
> 
> I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on 
> a Pentium server with 1GB of RAM. This RT instance is hosting two business
> applications and there are close to 1200 queues on it.

RT 3.6.0 is over 3 years old. We've made many, many performance
improvements in the sixteen releases since then. Coming up to a recent RT
is the right first step.  Additionally, if you folks have 1200 queues,
I suspect you'll get a LOT of utility out of upgrading to a more recent
server with more RAM than a $200 netbook.





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