[rt-users] Entering Multiple Select Items in a Custom Field through REST Interface
Greetings,
Is this possible?
I can populate the custom field easily enough through the REST interface
with the CF.{field name} format.
Don't seem to be able to resolve this back to selections in a multiple
entry CF.
The REST interface itself returns comma delimited list when displaying a
ticket with a multiple item CF selection, so it seems sensible to be
able to pass the same result back to RT and have it yield the original
result. This does not appear to work.
More appropriate may be the ability to pass repetitive key definitions
eg
CF.{field name A}: Select Item 1
CF.{field name A}: Select Item 2
..
Regards
Tarek
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* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] REST user
On Fri, Nov 04, 2011 at 05:37:25PM +, Ram Moskovitz wrote: > I'm using the REST interface as a gateway between my web-app and RT. > It's pretty close to done - the one thing I'm having a problem with is > assuming the requestor's identity when adding correspondence. By way > of example: > > 1 User logs in to web-app and fills out a support request form > 2 web-app uses REST account to create ticket OBO of user (set's the > requestor to be the actual customer's email addres) all the normal RT > mails go out to the requestor > 3 Any time the user comes to check on the status of their ticket(s) > the web-app uses the REST account to query RT and provide a subset of > the ticket info back > 4 User may then 'add-correspondence' to the ticket via the web-app in > which ase the app uses the REST account to add the correspondence to > the ticket. > > The problem is that the correspondence shows that it was added by the > REST user - is there a reasonable way around this? Not unless you can log in as the user via the REST interface. The Perl API allows you to load the ticket as a user and Correspond as them. I assume our SelfService interface wasn't sufficient for your needs? So far you've listed features it has, and it handles Correspondence correctly. -kevin pgpZS01HFpEOP.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Slow Response Time when Email involved
On Fri, Nov 04, 2011 at 04:56:49PM -0400, Kevin Squire wrote:
> Sorry to reply to my own... but since it was after work hours, I
> commented out the section that I thought was slowing things down:
This isn't RT being slow, this is the command you pipe mail to being
slow. It may be doing DNS lookups incredibly slowly or if you're
using sendmail it may be trying to relay the mail before finishing.
We document a solution for this for sendmail in the configuration that
ships with RT. For non-sendmail mailers, it's usually DNS.
-kevin
> # unless ( close $mail ) {
> # die "close pipe failed: $!" if $!; # system error
> # sendmail exit statuses mostly errors with data not software
> # TODO: status parsing: core dump, exit on signal or EX_*
> # my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8);
> # $msg = ", interrupted by signal ". ($?&127) if $?&127;
> # $RT::Logger->error( $msg );
> # }
>
> Well all that did was move the perceived slowdown. Now it seems to be
> between 11-0-4 and 11-1 (but only thing there is a } ) ... So I am
> even more confused now what the problem might be.
>
>
>
>
>
> On Fri, 4 Nov 2011 16:36:46 -0400
> Kevin Squire wrote:
>
> > We have been using RT for a long time now (3 or 4 years?) and have had
> > great success. Starting sometime in Aug, we found that there was a
> > LARGE delay when ever updating a ticket in ANY way that would include
> > sending emails. Since it was also that start of the school year, we
> > just assumed 'beginning of year' load issues. Well the problem is
> > still there.
> >
> > Anytime an email has to go out, there is exactly a 12 second delay in
> > the logs. This then causes the page load to be greater then 12
> > seconds. It does not seem to matter what time of day, or if the email
> > includes attachments, etc.
> >
> > So I went through the code, pretty much line by line, adding comments
> > to try and narrow down WHERE the delay is, but now I am stuck.
> >
> > I have edited both
> > $RT_INSTALL/lib/RT/Action/SendEmail.pm and
> > $RT_INSTALL/lib/RT/Interface/Email.pm
> >
> > SendEmail.pm now has "Ticker #" and Email.pm has "Ticker 1#"
> >
> > Here are my logs:
> > Nov 4 16:09:16 outrigger RT:
> > KDS Ticker 0 .
> > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4
> > 16:09:16 outrigger RT: KDS Ticker 10
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4
> > 16:09:16 outrigger RT: KDS Ticker 11
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4
> > 16:09:16 outrigger RT: KDS Ticker 11-0
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4
> > 16:09:16 outrigger RT: KDS Ticker 11-0-1
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4
> > 16:09:16 outrigger RT: KDS Ticker 11-0-2
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4
> > 16:09:16 outrigger RT: KDS Ticker 11-0-3
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4
> > 16:09:28 outrigger RT: KDS Ticker 11-0-4
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4
> > 16:09:28 outrigger RT: KDS Ticker 11-1
> > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4
> > 16:09:28 outrigger RT:
> > sent To:
> > gentg...@wikiak.org
> > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331)
> >
> >
> > The 12 Second delay is between 11-0-3 and 11-0-4
> >
> > Here is my modified code (Email.pm):
> >
> >
> > $RT::Logger->info( " KDS Ticker 11-0 " );
> > eval {
> > # don't ignore CHLD signal to get proper exit code
> > local $SIG{'CHLD'} = 'DEFAULT';
> > $RT::Logger->info( " KDS Ticker 11-0-1 " );
> > open my $mail, "|$path $args" or die "couldn't execute
> > program: $!"; $RT::Logger->info( " KDS Ticker 11-0-2 " );
> > # if something wrong with $mail->print we will get PIPE
> > signal, handle it local $SIG{'PIPE'} = sub { die "program unexpectedly
> > closed pipe" }; $args{'Entity'}->print($mail);
> > $RT::Logger->info( " KDS Ticker 11-0-3 " );
> > unless ( close $mail ) {
> > die "close pipe failed: $!" if $!; # system error
> > # sendmail exit statuses mostly errors with data not
> > software # TODO: status parsing: core dump, exit on signal or EX_*
> > my $msg = "$msgid: `$path $args` exitted with code ".
> > ($?>>8); $msg = ", interrupted by signal ". ($?&127) if $?&127;
> > $RT::Logger->error( $msg );
> > }
> > $RT::Logger->info( " KDS Ticker 11-0-4 " );
> > };
> > $RT::Logger->info( " KDS Ticker 11-1 " );
> >
> >
> > Can anyone PLEASE help me narrow this down ... I am just at a lost
> > now. I just don't know enough Perl to understand what is going on or
> > why the large delay right at:
> >
> > unless ( close $mail ) {
> > die "close pipe failed: $!" if $!; # system error
>
Re: [rt-users] Slow Response Time when Email involved
Sorry to reply to my own... but since it was after work hours, I
commented out the section that I thought was slowing things down:
# unless ( close $mail ) {
# die "close pipe failed: $!" if $!; # system error
# sendmail exit statuses mostly errors with data not software
# TODO: status parsing: core dump, exit on signal or EX_*
# my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8);
# $msg = ", interrupted by signal ". ($?&127) if $?&127;
# $RT::Logger->error( $msg );
# }
Well all that did was move the perceived slowdown. Now it seems to be
between 11-0-4 and 11-1 (but only thing there is a } ) ... So I am
even more confused now what the problem might be.
On Fri, 4 Nov 2011 16:36:46 -0400
Kevin Squire wrote:
> We have been using RT for a long time now (3 or 4 years?) and have had
> great success. Starting sometime in Aug, we found that there was a
> LARGE delay when ever updating a ticket in ANY way that would include
> sending emails. Since it was also that start of the school year, we
> just assumed 'beginning of year' load issues. Well the problem is
> still there.
>
> Anytime an email has to go out, there is exactly a 12 second delay in
> the logs. This then causes the page load to be greater then 12
> seconds. It does not seem to matter what time of day, or if the email
> includes attachments, etc.
>
> So I went through the code, pretty much line by line, adding comments
> to try and narrow down WHERE the delay is, but now I am stuck.
>
> I have edited both
> $RT_INSTALL/lib/RT/Action/SendEmail.pm and
> $RT_INSTALL/lib/RT/Interface/Email.pm
>
> SendEmail.pm now has "Ticker #" and Email.pm has "Ticker 1#"
>
> Here are my logs:
> Nov 4 16:09:16 outrigger RT:
> KDS Ticker 0 .
> (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4
> 16:09:16 outrigger RT: KDS Ticker 10
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4
> 16:09:16 outrigger RT: KDS Ticker 11
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4
> 16:09:16 outrigger RT: KDS Ticker 11-0
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4
> 16:09:16 outrigger RT: KDS Ticker 11-0-1
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4
> 16:09:16 outrigger RT: KDS Ticker 11-0-2
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4
> 16:09:16 outrigger RT: KDS Ticker 11-0-3
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4
> 16:09:28 outrigger RT: KDS Ticker 11-0-4
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4
> 16:09:28 outrigger RT: KDS Ticker 11-1
> (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4
> 16:09:28 outrigger RT:
> sent To:
> gentg...@wikiak.org
> (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331)
>
>
> The 12 Second delay is between 11-0-3 and 11-0-4
>
> Here is my modified code (Email.pm):
>
>
> $RT::Logger->info( " KDS Ticker 11-0 " );
> eval {
> # don't ignore CHLD signal to get proper exit code
> local $SIG{'CHLD'} = 'DEFAULT';
> $RT::Logger->info( " KDS Ticker 11-0-1 " );
> open my $mail, "|$path $args" or die "couldn't execute
> program: $!"; $RT::Logger->info( " KDS Ticker 11-0-2 " );
> # if something wrong with $mail->print we will get PIPE
> signal, handle it local $SIG{'PIPE'} = sub { die "program unexpectedly
> closed pipe" }; $args{'Entity'}->print($mail);
> $RT::Logger->info( " KDS Ticker 11-0-3 " );
> unless ( close $mail ) {
> die "close pipe failed: $!" if $!; # system error
> # sendmail exit statuses mostly errors with data not
> software # TODO: status parsing: core dump, exit on signal or EX_*
> my $msg = "$msgid: `$path $args` exitted with code ".
> ($?>>8); $msg = ", interrupted by signal ". ($?&127) if $?&127;
> $RT::Logger->error( $msg );
> }
> $RT::Logger->info( " KDS Ticker 11-0-4 " );
> };
> $RT::Logger->info( " KDS Ticker 11-1 " );
>
>
> Can anyone PLEASE help me narrow this down ... I am just at a lost
> now. I just don't know enough Perl to understand what is going on or
> why the large delay right at:
>
> unless ( close $mail ) {
> die "close pipe failed: $!" if $!; # system error
> # sendmail exit statuses mostly errors with data not software
> # TODO: status parsing: core dump, exit on signal or EX_*
> my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8);
> $msg = ", interrupted by signal ". ($?&127) if $?&127;
> $RT::Logger->error( $msg );
> }
>
>
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
RT Training Sessions (http
[rt-users] Slow Response Time when Email involved
We have been using RT for a long time now (3 or 4 years?) and have had
great success. Starting sometime in Aug, we found that there was a
LARGE delay when ever updating a ticket in ANY way that would include
sending emails. Since it was also that start of the school year, we
just assumed 'beginning of year' load issues. Well the problem is
still there.
Anytime an email has to go out, there is exactly a 12 second delay in
the logs. This then causes the page load to be greater then 12
seconds. It does not seem to matter what time of day, or if the email
includes attachments, etc.
So I went through the code, pretty much line by line, adding comments
to try and narrow down WHERE the delay is, but now I am stuck.
I have edited both
$RT_INSTALL/lib/RT/Action/SendEmail.pm and
$RT_INSTALL/lib/RT/Interface/Email.pm
SendEmail.pm now has "Ticker #" and Email.pm has "Ticker 1#"
Here are my logs:
Nov 4 16:09:16 outrigger RT:
KDS Ticker 0 .
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4
16:09:16 outrigger RT: KDS Ticker 10
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4
16:09:16 outrigger RT: KDS Ticker 11
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-1
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-2
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-3
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4
16:09:28 outrigger RT: KDS Ticker 11-0-4
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4
16:09:28 outrigger RT: KDS Ticker 11-1
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4
16:09:28 outrigger RT:
sent To:
gentg...@wikiak.org
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331)
The 12 Second delay is between 11-0-3 and 11-0-4
Here is my modified code (Email.pm):
$RT::Logger->info( " KDS Ticker 11-0 " );
eval {
# don't ignore CHLD signal to get proper exit code
local $SIG{'CHLD'} = 'DEFAULT';
$RT::Logger->info( " KDS Ticker 11-0-1 " );
open my $mail, "|$path $args" or die "couldn't execute
program: $!"; $RT::Logger->info( " KDS Ticker 11-0-2 " );
# if something wrong with $mail->print we will get PIPE
signal, handle it local $SIG{'PIPE'} = sub { die "program unexpectedly
closed pipe" }; $args{'Entity'}->print($mail);
$RT::Logger->info( " KDS Ticker 11-0-3 " );
unless ( close $mail ) {
die "close pipe failed: $!" if $!; # system error
# sendmail exit statuses mostly errors with data not
software # TODO: status parsing: core dump, exit on signal or EX_*
my $msg = "$msgid: `$path $args` exitted with code ".
($?>>8); $msg = ", interrupted by signal ". ($?&127) if $?&127;
$RT::Logger->error( $msg );
}
$RT::Logger->info( " KDS Ticker 11-0-4 " );
};
$RT::Logger->info( " KDS Ticker 11-1 " );
Can anyone PLEASE help me narrow this down ... I am just at a lost
now. I just don't know enough Perl to understand what is going on or
why the large delay right at:
unless ( close $mail ) {
die "close pipe failed: $!" if $!; # system error
# sendmail exit statuses mostly errors with data not software
# TODO: status parsing: core dump, exit on signal or EX_*
my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8);
$msg = ", interrupted by signal ". ($?&127) if $?&127;
$RT::Logger->error( $msg );
}
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
RT Training Sessions (http://bestpractical.com/services/training.html)
* Barcelona, Spain November 28 & 29, 2011
[rt-users] REST user
Hi all, I'm using the REST interface as a gateway between my web-app and RT. It's pretty close to done - the one thing I'm having a problem with is assuming the requestor's identity when adding correspondence. By way of example: 1 User logs in to web-app and fills out a support request form 2 web-app uses REST account to create ticket OBO of user (set's the requestor to be the actual customer's email addres) all the normal RT mails go out to the requestor 3 Any time the user comes to check on the status of their ticket(s) the web-app uses the REST account to query RT and provide a subset of the ticket info back 4 User may then 'add-correspondence' to the ticket via the web-app in which ase the app uses the REST account to add the correspondence to the ticket. The problem is that the correspondence shows that it was added by the REST user - is there a reasonable way around this? thanks ram RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Images in emails
On Fri, Nov 4, 2011 at 6:20 PM, Kevin Fox wrote: > Ah, ok then. > > Thanks for letting me know Ruslan. I assume that is because the original > email is broken up into attachments and text, and the format of the original > email is not kept? No, it's not broken up by RT, but by MUA that sends it. Each image is an attachment. Email is HTML where img tags have special URLs to point to attached images, so receiving agent can extract files for images from email's attachments. Even when RT shows HTML it uses scrubber to get rid of dangerous parts. IMG tags are also skipped. Not skiping tags is easy part, but rewriting src attributes to point to attached files is a little bit harder. Images are processed with libraries that have bugs that can be used to inject executable code into images, so it's better to give people link "show images in this email". This is doable, but needs development time. > > Thanks again, > > Kev > > On Fri, Nov 4, 2011 at 8:48 AM, Ruslan Zakirov > wrote: >> >> Hi, >> >> No option out of the box and solving it wouldn't very simple. >> >> On Thu, Nov 3, 2011 at 11:44 PM, Kevin Fox wrote: >> > Hello all, >> > >> > I have finished setting up a new Ubuntu server running RT4.0.2, using >> > modperl2/apache2 . The issue that I am having is that when users send >> > an >> > email with text and images in it, the images are being stripped out and >> > shown as attachments in RT and the AdminCC/watcher emails. >> > >> > Example >> > >> > User sends: >> > Text1 >> > image1 >> > text2 >> > image2 >> > >> > RT displays/Emails AdminsCC >> > Text1 >> > >> > text2 >> > >> > Attachments >> > image1/image2 >> > >> > I have set the templates content type to html, and set to prefer >> > richtext. >> > Is there any way to make RT, and most importantly the emails that RT >> > sends >> > to the AdminCC/watchers format the same way that the email comes in? >> > >> > Thanks for any help! >> > >> > Kev >> > >> > >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * Barcelona, Spain — November 28 & 29, 2011 >> > >> >> >> >> -- >> Best regards, Ruslan. > > -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
[rt-users] Emptying the reply to a ticket
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi, I know this might sound a weird request, but I've noticed two types of behaviour when "Replying" in RT. In the first, when I click on "Actions->Reply" I get an empty text field. In the second, when I click on "Reply" on one of the history items, I get that item quoted. Is it possible to disable the quoting, and have both replies to generate just an empty text field? Thanks, Giuseppe - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOs/omAAoJEAqigArPBfJXPzYH/jG2hsDxFvJSyRZbTXmEENQE AmnsZXigR75EDoWqSg0pDO9F2mxqVRcXxrrJdSuwyqxEIu+UovlDAgPbh4iC9Cq7 BSehJr7stpuAV+V4VQSM2Wl9ynjD2CJXs23F93RMfqGydxdywBjHfEPBSY+Kp3OV xK8PhbPe2pzDqphXHLmZPlZJHfP7ef8GO7p2OBA4Nn9psgfYQQjdvPC7KqTn4Xyt 7mtZeoNziYDmVgtWzWuFxSmSUi5ZGfhwtgy03NHArlwxuT9WB5NFMWJZC/n5mjgd PCDYrYnret4ds7pVXeycJOqRreeGo41zhqCL9ZUjcJlXvWyNK+LgJbreZ0dzQQI= =xccc -END PGP SIGNATURE- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Images in emails
Ah, ok then. Thanks for letting me know Ruslan. I assume that is because the original email is broken up into attachments and text, and the format of the original email is not kept? Thanks again, Kev On Fri, Nov 4, 2011 at 8:48 AM, Ruslan Zakirov wrote: > Hi, > > No option out of the box and solving it wouldn't very simple. > > On Thu, Nov 3, 2011 at 11:44 PM, Kevin Fox wrote: > > Hello all, > > > > I have finished setting up a new Ubuntu server running RT4.0.2, using > > modperl2/apache2 . The issue that I am having is that when users send an > > email with text and images in it, the images are being stripped out and > > shown as attachments in RT and the AdminCC/watcher emails. > > > > Example > > > > User sends: > > Text1 > > image1 > > text2 > > image2 > > > > RT displays/Emails AdminsCC > > Text1 > > > > text2 > > > > Attachments > > image1/image2 > > > > I have set the templates content type to html, and set to prefer > richtext. > > Is there any way to make RT, and most importantly the emails that RT > sends > > to the AdminCC/watchers format the same way that the email comes in? > > > > Thanks for any help! > > > > Kev > > > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain — November 28 & 29, 2011 > > > > > > -- > Best regards, Ruslan. > RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Images in emails
Hi, No option out of the box and solving it wouldn't very simple. On Thu, Nov 3, 2011 at 11:44 PM, Kevin Fox wrote: > Hello all, > > I have finished setting up a new Ubuntu server running RT4.0.2, using > modperl2/apache2 . The issue that I am having is that when users send an > email with text and images in it, the images are being stripped out and > shown as attachments in RT and the AdminCC/watcher emails. > > Example > > User sends: > Text1 > image1 > text2 > image2 > > RT displays/Emails AdminsCC > Text1 > > text2 > > Attachments > image1/image2 > > I have set the templates content type to html, and set to prefer richtext. > Is there any way to make RT, and most importantly the emails that RT sends > to the AdminCC/watchers format the same way that the email comes in? > > Thanks for any help! > > Kev > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain — November 28 & 29, 2011 > -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Lifecycle Question
Hi there,
thanks for the hints, worked like a breeze.
Best regards,
Torben Nehmer
---
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Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 3. November 2011 18:27
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Lifecycle Question
On Thu, Nov 03, 2011 at 04:53:40PM +0100, Nehmer Torben wrote:
>Is it possible to adjust the default lifecycle without having to overwrite
> it completely? What
>I simply want to have are a few changed actions (basically we want
> responses on Resolve, not
>Comments). Now I don't want to overwrite the entire Lifecycle to keep
> things simple. Is this
>possible?
You can copy just default => { } and leave approvals in RT_Config.pm,
but you do need to copy all of default in order to modify it.
You can also add a new lifecycle without copying default from
RT_Config.pm into RT_SiteConfig.pm
To summarize, there's a very simple merge algorithm, but it only
happens at the top level.
-kevin
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