[rt-users] When are new users created in RT?
Hello, I created a tool in which I can detect and eliminate duplicate users in RT, and now I am writing a documentation. I already know that i can create a new user in Admin/Users/modify.html?id=new and maybe if I add a watcher of a ticket. My question is: when do I create new users in general except these given possibilities? Greetings, Wolfram
Re: [rt-users] Customized Status
Read again. $BUILD_LOCATION/local/po Create a file called xx.po (where xx is your language ) and put the stuff between the --cut-- lines in there. And, since RT caches a lot, you'll probably need to clean out the cache under var/mason_data. I always restart the server at the point, but I'm not 100% sure that is required. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Adam Tang Sent: Monday, January 24, 2011 10:37 PM To: elac...@easter-eggs.com; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customized Status Dear RT Friends, Thank you for the advices. I don't know where is the exact location for local, so, i go into rt-3.8.8\lib\RT\I18N and add the msgid and msgstr for Open but nothing happens. I am using ubuntu server os. Now, I am trying another way. I add custom field called Taken and apply to ticket with type of select a value. I can see the custom field is at ticket there with choices of no value and yes. but, how do I change the custom field from value no value to yes after user clicked take to own the ticket? Once again, thank you for your help. Date: Mon, 24 Jan 2011 16:06:01 +0100 From: elac...@easter-eggs.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customized Status On Mon, Jan 24, 2011 at 09:46:31AM -0500, Josh Narins wrote: Take, to take, I want the ticket. Taken, having been took, I have the ticket. That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config: DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. if you just want to change open in the web UI to Taken, then just change the translation by creating a file in local/po/xx.po (xx = two letters of your language) with the following content: -cut- msgid msgstr MIME-Version: 1.0\n Content-Type: text/plain; charset=UTF-8\n Content-Transfer-Encoding: 8bit\n msgid Open msgstr Taken -cut- check in lib/RT/I18N/xx.po if other strings may need to be tranlsated. then restart your web server.
Re: [rt-users] [?? Probable Spam] When are new users created in RT?
Hello, am Dienstag, 25. Jänner 2011 um 14:14 schrieb Wolfram Heuttemann: I already know that i can create a new user in Admin/Users/modify.html?id=new and maybe if I add a watcher of a ticket. My question is: when do I create new users in general except these given possibilities? Most users are autocreated when they write an e-mail to the rt-address. You can find them either in you sql-database or doing a seach in rt in configuration - users - select a user - for users where the user-id contains @ Maybe there is a better way - I have not found it yet. Best regards, Jutta
Re: [rt-users] ¿does request-tracker3.6 need restart apache2 often?
--- El Vie 21/1/11, Ruslan Zakirov r...@bestpractical.com escribió: De: Ruslan Zakirov r...@bestpractical.com Asunto: Re: [rt-users] ¿does request-tracker3.6 need restart apache2 often? Para: Jose Diaz xt4...@yahoo.com Cc: rt-users@lists.bestpractical.com Fecha: Viernes 21 de Enero de 2011, 2:26 Hi, You start debugging with logs. However, you better start with upgrading your RT instance to 3.8.8 at least. On Fri, Jan 21, 2011 at 2:09 AM, Jose Diaz xt4...@yahoo.com wrote: Hi and thanks in advance. I just installed request-tracker3.6 in a debian lenny server. It works perfect but today suddenly stopped to send email to users when a new ticket is created. Even, when we make a reply to requestor, the email is not sent. In the history of the ticket when its created as new, the message which says that email outgoing was recorded is not present. So after a very pain process, we restarted apache2: /etc/init.d/apache2 restart And RT started to send emails again. Is it normal? We read something about FastCGI but we are not pretty clear. Do we have to restart the apache2 often ? Can we setup anything to avoid apache2 restart ? Thanks again. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com -- Best regards, Ruslan. Hi Ruslan and thanks for the help. We started the research process to upgrade RT 3.6.7 to 3.8.8 Thanks a lot! José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com
Re: [rt-users] ¿does request-tracker3.6 need restart apache2 often?
Dear RT friends, Wonder why we still using mailing list. We could make use of simple forum software for this. , Date: Tue, 25 Jan 2011 06:53:29 -0800 From: xt4...@yahoo.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] ¿does request-tracker3.6 need restart apache2 often? --- El Vie 21/1/11, Ruslan Zakirov r...@bestpractical.com escribió: De: Ruslan Zakirov r...@bestpractical.com Asunto: Re: [rt-users] ¿does request-tracker3.6 need restart apache2 often? Para: Jose Diaz xt4...@yahoo.com Cc: rt-users@lists.bestpractical.com Fecha: Viernes 21 de Enero de 2011, 2:26 Hi, You start debugging with logs. However, you better start with upgrading your RT instance to 3.8.8 at least. On Fri, Jan 21, 2011 at 2:09 AM, Jose Diaz xt4...@yahoo.com wrote: Hi and thanks in advance. I just installed request-tracker3.6 in a debian lenny server. It works perfect but today suddenly stopped to send email to users when a new ticket is created. Even, when we make a reply to requestor, the email is not sent. In the history of the ticket when its created as new, the message which says that email outgoing was recorded is not present. So after a very pain process, we restarted apache2: /etc/init.d/apache2 restart And RT started to send emails again. Is it normal? We read something about FastCGI but we are not pretty clear. Do we have to restart the apache2 often ? Can we setup anything to avoid apache2 restart ? Thanks again. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com -- Best regards, Ruslan. Hi Ruslan and thanks for the help. We started the research process to upgrade RT 3.6.7 to 3.8.8 Thanks a lot! José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com
Re: [rt-users] Self Service Open Tickets Extra Column
On Tue, Jan 25, 2011 at 12:35:43PM +0800, Adam Tang wrote: How do I add 1 column inside http://192.168.1.99/rt/SelfService/ page to display my CustomField Taken to user? I can't find the html or php file inside rt-3.8.8. Read about DefaultSelfServiceSearchResultFormat in RT_Config.pm -kevin pgpKoAvRdKU3q.pgp Description: PGP signature
Re: [rt-users] Upgrade 3.6 to 3.8.
--- El Sáb 22/1/11, Patrick Hess ph...@cataphora.com escribió: De: Patrick Hess ph...@cataphora.com Asunto: RE: [rt-users] Upgrade 3.6 to 3.8. Para: 'Jose Diaz' xt4...@yahoo.com Fecha: Sábado 22 de Enero de 2011, 21:41 Upgrading 3.6.x to 3.8.x seems pretty straightforward to me. The only tricky part could be upgrading the database. If you're using MySQL, like most of us, then the UPGRADING.mysql file looks like it has enough information to help someone complete the task. --phess -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jose Diaz Sent: Saturday, January 22, 2011 6:19 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Upgrade 3.6 to 3.8. Hi everyone and thanks in advance. does anyone know a good step by step guide to upgrade RT 3.6.7 to latest stable RT 3.8.x ?, which version is appropiate coming from 3.6.7 ? I have Debian Lenny installation working with RT 3.6.7 done with aptitude program. Thanks in advance. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com Hi Patrick and thanks for the reference. I'm checking these files from rt-3.8.8.tar.gz file: - UPGRADING.Mysql - README - UPGRADING You say tricky part ... any hints about this process ? Thanks again. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com
Re: [rt-users] Upgrade 3.6 to 3.8.
Hi Chris and thanks a lot for your help. We started the reading of UPGRADING file as you mentioned. In this file, there is a section starting with: UPGRADING FROM 3.6.X and earlier - Changes: ... I think this is for us. It says: New schema for mysql 4.1 and greater, read more in UPGRADING.mysql. So we will follow the steps explained in UPGRADING.mysql Did you refer to this UPGRADING.mysql By the other hand, you mentioned we tried to apply all the other fixes listed in UPGRADING, but that turned out to be unneccessary (and in fact damaging) What fixes can we override? Thankks again. Take care. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com --- El Sáb 22/1/11, Chris Hoy Poy ch...@central-data.net escribió: De: Chris Hoy Poy ch...@central-data.net Asunto: Re: [rt-users] Upgrade 3.6 to 3.8. Para: Jose Diaz xt4...@yahoo.com Fecha: Sábado 22 de Enero de 2011, 23:07 Hi Jose, We just upgraded a couple of debian RT 3.6.6 to 3.8.8, and just followed the instructions in UPGRADING This is from from a manually installed 3.6.6 on Debian Lenny to a manual latest 3.8.8 on Ubuntu 10.04 For the database, we just had to run this command to fix the database: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade When prompted, enter the appropriate version and it just works tm. The libraries were more of a pain, but we just kept adding them whenever it complained. The database upgrade was simple. As always, make sure you have a couple of backups :) I just had a couple of mysqldumps of that database. The first time we did it, we tried to apply all the other fixes listed in UPGRADING, but that turned out to be unneccessary (and in fact damaging) - all we actually needed to was run that one command. Chris Hoy Poy Senior Infrastructure Engineer Central Data Systems Pty Ltd 88 Havelock St.,West Perth, WA 6005 Phone: 08 9481 4010,Fax: 08 9481 4767 www.central-data.net - Original Message - From: Jose Diaz xt4...@yahoo.com To: rt-users@lists.bestpractical.com Sent: Sunday, 23 January, 2011 10:19:19 AM Subject: [rt-users] Upgrade 3.6 to 3.8. Hi everyone and thanks in advance. does anyone know a good step by step guide to upgrade RT 3.6.7 to latest stable RT 3.8.x ?, which version is appropiate coming from 3.6.7 ? I have Debian Lenny installation working with RT 3.6.7 done with aptitude program. Thanks in advance. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com
Re: [rt-users] Help with perl code to resolve all children tickets
Kevin,
AHHH. I'll check it out.
Thanks.
Kenn
LBNL
On Mon, Jan 24, 2011 at 6:59 PM, Kevin Falcone falc...@bestpractical.comwrote:
On Mon, Jan 24, 2011 at 12:06:02PM -0800, Kenneth Crocker wrote:
To list,
I was fooling around with the idea of creating a scrip that would
allow the resolution of a
parent ticket to automatically resolve all children tickets. I thought
this would be helpful
if a developer had a bunch of sub-tasks/tickets and they didn't want
to go in and resolve
each one individually, they could just resolve the parent and that
would cause a cascade
effect to go ahead and resolve all the children. This is the code I
developed:
# Resolve all Ticket children when the Ticket is resolved
if (defined($id))
{
$tickets-FromSQL('Type = ticket AND MemberOf='.$id.'');
# Loop thru all Children
while (my $child = $tickets-Next) {
next unless( $child-Status =~ /^(?:new|open|stalled)$/ );
$RT::Logger-info(Closing associated child);
$child-SetStatus(resolved);
This worked fine except in the situation where a Child ticket was
also a Depends/on
ticket. The cascade stops. Well, that made sense, but I want to get
around that.
So I tried to force it with:
# Resolve all Ticket children when the Ticket is resolved
$child-SetStatus(resolved, 'Force');
This didn't work. The top parent was resolved, but no cascade effect
to any of the child
tickets at all, even when there was no DependsOn relationship.
I looked at the log and it shows the first ticket resolved, but no
errors after that and yet,
the children weren't resolved.
Without the Force, it works just fine, up to the ticket with the
DependsOnchild.
So I went to several Perl handbooks (Perl Cookbook by O'Reilly,
Perl for Dummies, etc.)
and found nothing on the Set command, let alone the Force option.
I went to the RT Essentials book and found nothing.
The relevant documentation is found in perldoc
lib/RT/Ticket_Overlay.pm . You're passing incorrect arguments to
SetStatus
I am NOT a perl programmer, but understand enough basic perl to be
able to clone a scrip or
two and modify it with what little perl knowledge(?) I have.
Obviously, I don't know enough about perl to figure this one out.
Can anyone help me out with some perl clues/instruction here?
Thanks in advance.
Kenn
LBNL
[rt-users] Autoreply html template returns transaction content as plain text
Hello,
We have a public support queue and our customers wants html enabled emails.
We have an autoreply template that includes the ticket information. The reply
is all html except the original requestors message that comes out plain text.
I suspect the Transaction-Content() should be modified but how? I have tried
some solutions found on this mailing list but no success.
How can I get the whole message to show as HTML?
We have these enabled at RT_SiteConfig.pm
Set($PreferRichText, yes);
Set($TrustHTMLAttachments, 1);
This is how the autoreply template is set up now:
Content-Type: text/html
Subject: {$Ticket-Subject}
Content:
font face=verdana size=2
Tämä on automaattinen viesti ja yhteenveto koskien huoltokutsua:brbr
b{$Ticket-Subject()}/bbrbr
Mikäli teillä tulee mitään lisättävää tähän huoltokutsuun, voitte lähettää
lisätietoja vastaamalla tähän viestiin.
brbr
Tälle tapaukselle on luotu tunnistenumero:
brbr
b[{$Ticket-QueueObj-SubjectTag || $rtname} #{$Ticket-id()}]/b
brbr
Pyydämme teitä jatkossa säilyttämään tunnistenumeron otsikkokentässä kaikessa
tapaukseen liittyvässä kirjeenvaihdossa.
brbr
center
Kiitos,br
Ylläpitobr
xxbr
xx@xxbr
puh.xxbr
/center
brbr
br
{$Transaction-Content()}
/font
TIA, RT -rules, a great peace of free software!
Johannes
[rt-users] Auto-own?
Just wondering if there is a way to give the ticket to a RT user account as soon as they open it, rather than leaving it up to them to 'Take' it? Also, I'm running this report here: Created '3 days ago' AND ( Status != 'rejected' OR Status != 'resolved' ) , which works for now, but is there a way to tell what this query does (how many tickets are 3 days), but also tell me how old they actually are? Thanks Kris Germann Fibernetics Corporation
Re: [rt-users] Autoreply html template returns transaction content as plain text
On Tue, Jan 25, 2011 at 08:40:14PM +0200, Johannes Kullberg wrote:
We have an autoreply template that includes the ticket information. The
reply is all html
except the original requestors message that comes out plain text.
I suspect the Transaction-Content() should be modified but how? I have
tried some solutions
found on this mailing list but no success.
We have these enabled at RT_SiteConfig.pm
Set($PreferRichText, yes);
This isn't a valid value for PreferRichText
Set($TrustHTMLAttachments, 1);
But neither of those affect outgoing mail anyway.
{$Transaction-Content()}
I suspect you want Type = 'text/html' there
-kevin
pgp6mgYY6kAUn.pgp
Description: PGP signature
Re: [rt-users] Auto-own?
Kris,
We use a scrip for that:
Description: Auto Owner
Condition: User Defined
Action: User Defined
Template: Blank
Stage: TransactionBatch
Custom Condition:
# Check for Ticket Status changed to open
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq open);
Custom action Prep Code:
# set owner if Nobody
my $ticket = $self-TicketObj;
my $trans = $self-TransactionObj;
my $owner_id = $trans-CreatorObj-PrincipalId;
if ($ticket-OwnerObj-Name() eq 'Nobody' )
{
$ticket-SetOwner($owner_id, 'Force');
}
return 1;
Custom action Cleanup Code:
return 1;
Works for us. Hope it helps.
Kenn
LBNL
On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann kris_germ...@295.ca wrote:
Just wondering if there is a way to give the ticket to a RT user account as
soon as they open it, rather than leaving it up to them to ‘Take’ it?
Also, I’m running this report here: Created '3 days ago' AND ( Status !=
'rejected' OR Status != 'resolved' ) , which works for now, but is there a
way to tell what this query does (how many tickets are 3 days), but also
tell me *how* old they actually are?
Thanks
Kris Germann
Fibernetics Corporation
Re: [rt-users] Displaying actual OtherRecipients of a transaction in email sent to all recipients
On 9/13/10 10:52 AM, Kevin Falcone wrote: On Thu, Sep 09, 2010 at 11:07:16AM -0400, Chris Hardie wrote: Hi. I'm trying to find a way to display the Other Recipients of a transaction in the headers of the email message generated to everyone involved - Requestors, CCs, and Other Recipients. So, if I reply to a ticket and type in an address in the CC field of the reply form, but don't actually add that recipient as a CC to the ticket, I still want everyone getting the reply to see everyone else who received it. Another way to say this is that I'm looking for a third behavior for the $UseFriendlyToLine config option - instead of blank or Friendly Text I want to actually display the addresses being e-mailed in the To/CC header fields (but just for one queue). It sounds like you want to collapse your scrips so that Notify Requestors, Ccs and Other Recipients happens all in one action. We don't recommend that you send to AdminCcs and Requestors at the same time. Otherwise, you could certainly add a note to the outgoing mail by writing some code in your template to examine RT-Send-Cc Thanks, Kevin. I don't suppose you could provide an example of what a template might look like that includes the kind of conditional note you spoke of? That would be very helpful. Thanks, Chris
Re: [rt-users] Displaying actual OtherRecipients of a transaction in email sent to all recipients
On Tue, Jan 25, 2011 at 04:51:34PM -0500, Chris Hardie wrote: On 9/13/10 10:52 AM, Kevin Falcone wrote: On Thu, Sep 09, 2010 at 11:07:16AM -0400, Chris Hardie wrote: Hi. I'm trying to find a way to display the Other Recipients of a transaction in the headers of the email message generated to everyone involved - Requestors, CCs, and Other Recipients. So, if I reply to a ticket and type in an address in the CC field of the reply form, but don't actually add that recipient as a CC to the ticket, I still want everyone getting the reply to see everyone else who received it. Another way to say this is that I'm looking for a third behavior for the $UseFriendlyToLine config option - instead of blank or Friendly Text I want to actually display the addresses being e-mailed in the To/CC header fields (but just for one queue). It sounds like you want to collapse your scrips so that Notify Requestors, Ccs and Other Recipients happens all in one action. We don't recommend that you send to AdminCcs and Requestors at the same time. Otherwise, you could certainly add a note to the outgoing mail by writing some code in your template to examine RT-Send-Cc Thanks, Kevin. I don't suppose you could provide an example of what a template might look like that includes the kind of conditional note you spoke of? That would be very helpful. I don't have anything handy, but the code used in the Transaction History to show other ccs would be good to steal -kevin pgpKAQwTzDcq7.pgp Description: PGP signature
Re: [rt-users] Auto-own?
That's in Kenn, thanks for the help.
There is also something else that's been in the back of my head for some
time. When someone clicks on a ticket subject to open it, it is just a link
I presume; however, could the same outcome of the scrip below apply to this
as well? Essentially, any possible way for someone to open a ticket would
force ownership?
Kris Germann
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Tuesday, January 25, 2011 2:55 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Auto-own?
Kris,
We use a scrip for that:
Description: Auto Owner
Condition: User Defined
Action: User Defined
Template: Blank
Stage: TransactionBatch
Custom Condition:
# Check for Ticket Status changed to open
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq open);
Custom action Prep Code:
# set owner if Nobody
my $ticket = $self-TicketObj;
my $trans = $self-TransactionObj;
my $owner_id = $trans-CreatorObj-PrincipalId;
if ($ticket-OwnerObj-Name() eq 'Nobody' )
{
$ticket-SetOwner($owner_id, 'Force');
}
return 1;
Custom action Cleanup Code:
return 1;
Works for us. Hope it helps.
Kenn
LBNL
On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann kris_germ...@295.ca wrote:
Just wondering if there is a way to give the ticket to a RT user account as
soon as they open it, rather than leaving it up to them to 'Take' it?
Also, I'm running this report here: Created '3 days ago' AND ( Status !=
'rejected' OR Status != 'resolved' ) , which works for now, but is there a
way to tell what this query does (how many tickets are 3 days), but also
tell me how old they actually are?
Thanks
Kris Germann
Fibernetics Corporation
[rt-users] stop
Re: [rt-users] Auto-own?
Kris,
You could just use the scrip I gave you and change the condition to
OnTransaction. That way, if someone touches the ticket and it isn't owned,
it will set the User as the new Owner of the ticket. That's pretty extreme
though.
Kenn
LBNL
On Tue, Jan 25, 2011 at 3:01 PM, Kris Germann kris_germ...@295.ca wrote:
That’s in Kenn, thanks for the help.
There is also something else that’s been in the back of my head for some
time. When someone clicks on a ticket subject to open it, it is just a link
I presume; however, could the same outcome of the scrip below apply to this
as well? Essentially, any possible way for someone to open a ticket would
force ownership?
Kris Germann
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* Tuesday, January 25, 2011 2:55 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Auto-own?
Kris,
We use a scrip for that:
Description: Auto Owner
Condition: User Defined
Action: User Defined
Template: Blank
Stage: TransactionBatch
Custom Condition:
# Check for Ticket Status changed to open
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq open);
Custom action Prep Code:
# set owner if Nobody
my $ticket = $self-TicketObj;
my $trans = $self-TransactionObj;
my $owner_id = $trans-CreatorObj-PrincipalId;
if ($ticket-OwnerObj-Name() eq 'Nobody' )
{
$ticket-SetOwner($owner_id, 'Force');
}
return 1;
Custom action Cleanup Code:
return 1;
Works for us. Hope it helps.
Kenn
LBNL
On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann kris_germ...@295.ca
wrote:
Just wondering if there is a way to give the ticket to a RT user account as
soon as they open it, rather than leaving it up to them to ‘Take’ it?
Also, I’m running this report here: Created '3 days ago' AND ( Status !=
'rejected' OR Status != 'resolved' ) , which works for now, but is there a
way to tell what this query does (how many tickets are 3 days), but also
tell me *how* old they actually are?
Thanks
Kris Germann
Fibernetics Corporation
Re: [rt-users] Auto-own?
It is extreme, yes. We'll see how it works out.
Thanks,
Kris Germann
Fibernetics Corporation
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Tuesday, January 25, 2011 6:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Auto-own?
Kris,
You could just use the scrip I gave you and change the condition to
OnTransaction. That way, if someone touches the ticket and it isn't owned,
it will set the User as the new Owner of the ticket. That's pretty extreme
though.
Kenn
LBNL
On Tue, Jan 25, 2011 at 3:01 PM, Kris Germann kris_germ...@295.ca wrote:
That's in Kenn, thanks for the help.
There is also something else that's been in the back of my head for some
time. When someone clicks on a ticket subject to open it, it is just a link
I presume; however, could the same outcome of the scrip below apply to this
as well? Essentially, any possible way for someone to open a ticket would
force ownership?
Kris Germann
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Tuesday, January 25, 2011 2:55 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Auto-own?
Kris,
We use a scrip for that:
Description: Auto Owner
Condition: User Defined
Action: User Defined
Template: Blank
Stage: TransactionBatch
Custom Condition:
# Check for Ticket Status changed to open
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq open);
Custom action Prep Code:
# set owner if Nobody
my $ticket = $self-TicketObj;
my $trans = $self-TransactionObj;
my $owner_id = $trans-CreatorObj-PrincipalId;
if ($ticket-OwnerObj-Name() eq 'Nobody' )
{
$ticket-SetOwner($owner_id, 'Force');
}
return 1;
Custom action Cleanup Code:
return 1;
Works for us. Hope it helps.
Kenn
LBNL
On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann kris_germ...@295.ca wrote:
Just wondering if there is a way to give the ticket to a RT user account as
soon as they open it, rather than leaving it up to them to 'Take' it?
Also, I'm running this report here: Created '3 days ago' AND ( Status !=
'rejected' OR Status != 'resolved' ) , which works for now, but is there a
way to tell what this query does (how many tickets are 3 days), but also
tell me how old they actually are?
Thanks
Kris Germann
Fibernetics Corporation
Re: [rt-users] Self Service Open Tickets Extra Column
Dear Kevin, Thank you very much. I can now modify the header for the field and also the value. In the SearchResultFormat, to list value, we will use __ColumnName__ to list the value. May I know if I have a custom field value called Taken, how do I list the value. I have used __Taken__ but nothing shown. Date: Tue, 25 Jan 2011 10:19:09 -0500 From: falc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Self Service Open Tickets Extra Column On Tue, Jan 25, 2011 at 12:35:43PM +0800, Adam Tang wrote: How do I add 1 column inside http://192.168.1.99/rt/SelfService/ page to display my CustomField Taken to user? I can't find the html or php file inside rt-3.8.8. Read about DefaultSelfServiceSearchResultFormat in RT_Config.pm -kevin
