Re: [rt-users] Add user as CC to Ticket

[Kenneth Crocker]

Christopher,

That would be the "Watch" right.

Kenn

On Thu, Feb 23, 2012 at 1:30 PM, Christopher Lasater wrote:

> Hey Guys,
>
> How do give someone the ability to add another user as a CC, without
> giving them the ability to Modify the who ticket?  
>
> ** **
>
> *Christopher Lasater
> **Technology Analyst I
> **Taleo
>
> *
>
> ** **
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012
>

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* Boston — March 5 & 6, 2012

Re: [rt-users] Multiple owners for tickets

[Kenneth Crocker]

Fabio,

No. Every ticket can have only one owner. My suggestion is to define the
type of work in the Queue/ticket and then based on type of work, generate
as many children tickets with different owners as you need.

That's all I can think of at the moment.

Kenn

On Mon, Feb 27, 2012 at 10:04 PM, Fabio Varela  wrote:

> Hi Everybody, I'm subscribed for the list bout an year maybe, but this is
> my first post... So let's rock!!
>
> I have a simple issue about ticket ownership in RT4 (4.0.0). We need to
> attribute some tickets for two or more owners at the same time, depending
> on the type of job our field teams are asked to perform. Is it possible in
> some way??
> 
> RT Training Sessions 
> (http://bestpractical.com/**services/training.html
> )
> * Boston  March 5 & 6, 2012
>

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* Boston — March 5 & 6, 2012

[rt-users] Multiple owners for tickets

[Fabio Varela]

Hi Everybody, I'm subscribed for the list bout an year maybe, but this 
is my first post... So let's rock!!


I have a simple issue about ticket ownership in RT4 (4.0.0). We need to 
attribute some tickets for two or more owners at the same time, 
depending on the type of job our field teams are asked to perform. Is it 
possible in some way??


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve

[Kenneth Crocker]

Chris,

Ever hear the term "Timing is everything"? I think your timing is off on
this. Your code is triggered by the transaction that changes the status to
"resolved". Therefore, "New Value" will not be "Y".

In your situation, I think your Custom Field already has a value of "Y" or
"N" and therefore there is no "New Value" being set for it.

What you need to do is look at the value that is already present in that
Custom Field.

Secondly, in your scrip you have already told RT to look for a standard
one, "On Resolve" and then you put user-defined custom code in the
condition area. That won't work.

You need to change your Condition selection to "User-Defined", then in the
Custom Condition code area you need to remove all the code you put in after
your definition of $trans and $ticket.

Then put in conditions like:

$cf_value = $ticket->whatever code defines the custom field;

if  ($trans->Type->Status &&
$trans->NewValue eq "resolved" &&
$cf_value eq "Y")
{
 return 1;
}

return 0;

You'll have to get the correct code to define the value in the ticket
custom field for your condition yourself as I'm out of state and not near
my computer, so I don't have the code and I need my examples cause I'm not
much of a perl programmer.

However, this will simply specify your condition to be:

"if this current transaction is about the ticket being resolved AND
 the value in the stated custom field is "Y",

then continue, otherwise get out.

I think that is what you want.

I believe the RT wiki has an example or two of this, if not, my guide does.

Hope this helps.

Kenn

Kenn


On Mon, Feb 27, 2012 at 7:32 PM, Chris Herrmann wrote:

> Hi,
>
> I'm trying to implement a system so that if a custom field is set to
> "Y", then the system will send an email (specified by a template) to
> the requestor. If the CF is "N" or blank then it will not send, and
> will simply resolve the ticket. I've borrowed from several other
> sources such as
> http://lists.bestpractical.com/pipermail/rt-users/2010-April/064498.html
> and
> http://tpokorra.blogspot.com.au/2009/01/request-tracker-scrip-that-involves.html
> but my end goal is a little different.
>
> I've tried various combinations of things that I'll describe in more
> detail below, but the short version is that I cannot get it to
> correctly send when CF=Y and not send when CF=N.
>
> So far I have:
>
> - Created a template for the email (this part works OK - it looks
> correct when I test it)
> - Have created a scrip as follows on a test internal queue...
>
> Description:SendFeedbackOnResolve
> Condition: On Resolve
> Action: AutoReply to Requestors
> Template: MyCustomTemplate
> Stage: TransactionCreate
>
> Custom Condition:
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if  ($trans->Type eq 'CustomField')
>{my $cf = new RT::CustomField($RT::SystemUser);
> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name =>
> "RequestFeedback");
> return 0 unless $cf->id;
> if  ($trans->Field == $cf->id &&
>  $trans->NewValue eq "Y")
>  {
>   return 1;
>  }
>}
> return 0;
>
> ==
> This custom condition sends the email in every circumstance.
> If I add Custom action preparation code: return 1; it does not appear
> to change the behaviour
> If I add Custom action cleanup code: return 1/0; it modifies the
> behaviour as follows:
> 1 --> sends email
> 0 --> doesn't send email
>
> If I move that code to the action clean code block it always sends a
> message.
>
> I've also tried with TransactionBatch instead of create, and action
> "NotifyRequestors" but with no success.
>
> Help! As you may have guessed I'm not a coder, so I've instead tried
> to work through permutations to see how changing things impacts the
> result... unfortunately none of it as desired :/
>
> One thing that occured to me (but I don't know how to do) is to change
> the action to "User Defined" and then if the conditions are met, to
> trigger an auto-reply with the desired template BUT I don't know how
> to do this...
>
> Thanks in advance,
>
> Chris
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>

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* Boston — March 5 & 6, 2012

[rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve

[Chris Herrmann]

Hi,

I'm trying to implement a system so that if a custom field is set to
"Y", then the system will send an email (specified by a template) to
the requestor. If the CF is "N" or blank then it will not send, and
will simply resolve the ticket. I've borrowed from several other
sources such as
http://lists.bestpractical.com/pipermail/rt-users/2010-April/064498.html
and 
http://tpokorra.blogspot.com.au/2009/01/request-tracker-scrip-that-involves.html
but my end goal is a little different.

I've tried various combinations of things that I'll describe in more
detail below, but the short version is that I cannot get it to
correctly send when CF=Y and not send when CF=N.

So far I have:

- Created a template for the email (this part works OK - it looks
correct when I test it)
- Have created a scrip as follows on a test internal queue...

Description:SendFeedbackOnResolve
Condition: On Resolve
Action: AutoReply to Requestors
Template: MyCustomTemplate
Stage: TransactionCreate

Custom Condition:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
 $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "RequestFeedback");
 return 0 unless $cf->id;
 if  ($trans->Field == $cf->id &&
  $trans->NewValue eq "Y")
  {
   return 1;
  }
}
return 0;

==
This custom condition sends the email in every circumstance.
If I add Custom action preparation code: return 1; it does not appear
to change the behaviour
If I add Custom action cleanup code: return 1/0; it modifies the
behaviour as follows:
1 --> sends email
0 --> doesn't send email

If I move that code to the action clean code block it always sends a message.

I've also tried with TransactionBatch instead of create, and action
"NotifyRequestors" but with no success.

Help! As you may have guessed I'm not a coder, so I've instead tried
to work through permutations to see how changing things impacts the
result... unfortunately none of it as desired :/

One thing that occured to me (but I don't know how to do) is to change
the action to "User Defined" and then if the conditions are met, to
trigger an auto-reply with the desired template BUT I don't know how
to do this...

Thanks in advance,

Chris

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[rt-users] Ticket/ModifyPeople.html triggers Scrips

[Mark D. Nagel]

I have been troubleshooting an interesting problem since we upgraded to 
RT 4.0.5.  If we have a new unassigned ticket and simply open the page 
Ticket/ModifyPeople.html, one of our Scrips fires off email without any 
other action (and the owner is not actually changed).  The scrip has a 
custom condition to check if this is an assignment transaction (see 
below).  The action is 'Notify Owner' and template is 'Ticket 
Assigned'.  Point is, since this is not an actual transaction, but just 
bringing up a form, it doesn't seem like it should trigger this Scrip.  
I looked at the source and I see that there is a DryRun call in the INIT 
section, but it seems like it should not be causing any email to be 
sent.  Am I dealing with a bug, or do I have a bum Scrip?


Thanks,
Mark

my $Transaction = $self->TransactionObj;
my $Ticket = $self->TicketObj;

# similar to OnOwnerChange, but only trigger if actor is not the new 
owner and

# new owner is not 'nobody'
return 0 unless $Transaction->Field eq 'Owner';
return 0 if $Transaction->OldValue == $Transaction->NewValue;
return 0 if $Transaction->Creator == $Transaction->NewValue;
return 0 if $Transaction->NewValue == $RT::Nobody->Id;

my $field = $Transaction->Field;
my $old = $Transaction->OldValue;
my $new = $Transaction->NewValue;
my $creator = $Transaction->Creator;
my $type = $Transaction->Type;
$RT::Logger->debug("On Assign Notify Owner Condition - type: '$type' 
field: '$field'  old: '$old' new: '$new' creator: '$creator'");


return 1;


--
Mark D. Nagel, CCIE #3177
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277

** For faster support response time, please
** email supp...@willingminds.com or call 714-495-4000


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[rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user

[Jim Lesinski]

Hello,

Running RT4.0.5, Internet explorer 9, Chrome, Firefox

I have set up a custom data source for a custom field as outlined
in external_custom_fields.pod. It seems that everything works fine and I
get pick list data populated into the custom field for all field types when
logged in as an account with root privileges. However, if I switch to an
account that has non-root privileges, all the fields types work as expected
other than the autocomplete field type. For some reason this field type
returns no data when I am logged in as a non-root user account. I have
tested this with the default example external custom field file "Groups.pm"
by adding the line below to my RT_SiteConfig.pm

Set(@CustomFieldValuesSources, "RT::CustomFieldValues::Groups");

I then set up a test field as outlined in the attached screen shots and
tried is as both a root and non-root account. I know the obvious answer
would be that I have permissions set up incorrectly for the non-root
account, but if that is true then why would simply changing the field type
make it work correctly and allow the values to show up?

Has anyone else run into this? Can someone else verify this in their
environment?

Thanks!
Jim
<><>
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Re: [rt-users] Mail "from" header

[Matthias Henze]

Thanks, but:

For me this only works for the auto reply. Which template do I have to
edit for the agent replies?

When a Agent replies the ticket ID tag in the subject gets lost. How can
I avoid this?

TIA
MH

Am 27.02.2012 20:19, schrieb Ruslan Zakirov:
> On Sat, Feb 25, 2012 at 14:13, Matthias Henze  wrote:
>> Hi,
>>
>> where and how can I configure the "from" header of outgoing mail? At the
>> moment I get i.e:
>>
>> Auto reply:From: "Support Queue via RT" 
>> Agent answer:  From: "Agent Name via RT" 
>>
>> What I want is for both cases:
>>
>> From: "MHC Support" 
>>
>> What do I have to do to get this?
> 
> 
> http://requesttracker.wikia.com/wiki/FAQ#Templates
> Q: How to change From line in outgoing mail.
> 
> 
>> TIA
>> MH
>>
>>
>> --
>>
>> MHC SoftWare GmbH
>> Fichtera 17
>> 96274 Itzgrund/Germany
>>
>> voice: +49-(0)9533-92006-0
>> fax: +49-(0)9533-92006-6
>> e-mail: i...@mhcsoftware.de
>>
>> HR Coburg: B2242
>> Geschäftsführer: Matthias Henze
>>
>>
>>
>> 
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
> 
> 
> 



-- 

MHC SoftWare GmbH
Fichtera 17  
96274 Itzgrund/Germany   

voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: i...@mhcsoftware.de

HR Coburg: B2242
Geschäftsführer: Matthias Henze




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[rt-users] RES: Mail "from" header

[Diaulas Castro]

In RT_SiteConfig.pm: 
   Set($CorrespondAddress , 'tic...@domain.com') 


or individually by queue:
  Check queue config for the field "Reply Address".

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner


-Mensagem original-
De: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Ruslan Zakirov
Enviada em: segunda-feira, 27 de fevereiro de 2012 16:19
Para: Matthias Henze
Cc: rt-users@lists.bestpractical.com
Assunto: Re: [rt-users] Mail "from" header

On Sat, Feb 25, 2012 at 14:13, Matthias Henze  wrote:
> Hi,
>
> where and how can I configure the "from" header of outgoing mail? At 
> the moment I get i.e:
>
> Auto reply:    From: "Support Queue via RT"  
> Agent answer:  From: "Agent Name via RT" 
>
> What I want is for both cases:
>
> From: "MHC Support" 
>
> What do I have to do to get this?


http://requesttracker.wikia.com/wiki/FAQ#Templates
Q: How to change From line in outgoing mail.


> TIA
> MH
>
>
> --
>
> MHC SoftWare GmbH
> Fichtera 17
> 96274 Itzgrund/Germany
>
> voice: +49-(0)9533-92006-0
> fax: +49-(0)9533-92006-6
> e-mail: i...@mhcsoftware.de
>
> HR Coburg: B2242
> Geschäftsführer: Matthias Henze
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



--
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Mail "from" header

[Ruslan Zakirov]

On Sat, Feb 25, 2012 at 14:13, Matthias Henze  wrote:
> Hi,
>
> where and how can I configure the "from" header of outgoing mail? At the
> moment I get i.e:
>
> Auto reply:    From: "Support Queue via RT" 
> Agent answer:  From: "Agent Name via RT" 
>
> What I want is for both cases:
>
> From: "MHC Support" 
>
> What do I have to do to get this?


http://requesttracker.wikia.com/wiki/FAQ#Templates
Q: How to change From line in outgoing mail.


> TIA
> MH
>
>
> --
>
> MHC SoftWare GmbH
> Fichtera 17
> 96274 Itzgrund/Germany
>
> voice: +49-(0)9533-92006-0
> fax: +49-(0)9533-92006-6
> e-mail: i...@mhcsoftware.de
>
> HR Coburg: B2242
> Geschäftsführer: Matthias Henze
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

[rt-users] Show More About Requestors not showing Phone Numbers for Privileged users, but does for the Admin

[Todd French]

Background info: running RT4.0.2, and $MoreAboutRequestorExtraInfo is enabled:
Set($MoreAboutRequestorExtraInfo, "WorkPhone, Organization"
As the administrator of RT, I can see the data for both fields in the web 
interface for any ticket.  Any other privileged user, however, sees nothing for 
the phone number, but does see the data from the Organization field.  What I am 
not understanding is what user right dictates being able to see the data in 
this field:  I verified that it appears to be a user right by granting one of 
my users the "Do anything and everything" right, and then they were able to see 
the data in the WorkPhone field as well.

Todd French
Help Desk Administrator
The PrivateBank





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it is addressed and may contain confidential and privileged material. 
Unauthorized review, use, disclosure, or distribution is prohibited. If you 
receive this material/information in error, please contact the sender and 
destroy the material/information.

Email is not a secure form of communication and should not be used to transmit 
personal or confidential information such as account numbers, balance 
information, or wire transfer requests. The PrivateBank is not responsible for 
the security of sensitive information received by email.

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Re: [rt-users] Customising Quicksearch to show unowned ticket counts

[Tim Cutts]

Hi Ruslan, thanks for the quick response.

On 27 Feb 2012, at 15:34, Ruslan Zakirov wrote:

>> So I've overridden the QueueSummaryByLifecycle element and just perform the 
>> extra queries separately by another RT::Report::Tickets object searching for 
>> unowned tickets in all the requested queues, unowned, and grouped by queue, 
>> and use that to add 'unowned' hash elements to the $data hash.  Is that the 
>> best approach, or have I missed something a bit more elegant?
> 
> 
> add callback right before the following line and change $query as you need:
> 
> $report->SetupGroupings(...);
> 
> In your case callback would simple:
> 
> $$Query = "($$Query) AND Owner = 'Nobody'";
> 
> Also, components have:
> 
> $m->callback( CallbackName => 'Filter', Queues => \@queues );
> 
> You can add similar callback to filter statuses a few lines later.
> 
> So two simple patches that add one line callback calls and two callback files.

Ah, neater, but that's not quite what I'm after though; I need the existing 
status columns to be unchanged (i.e. tickets owned by anyone) whereas the 
unowned column is tickets in any active status which are owned by Nobody; I 
don't think that can be done with a single call to SetupGroupings, can it?

Tim




-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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Re: [rt-users] RT4 Custom status transitions

[LievenB]

Many thanks from a total Perl-newbie
The quotes did the trick

Lieven


Thomas Sibley wrote:
> 
> On 02/27/2012 09:17 AM, Lieven Bridts wrote:
>> Did I make some kind of typo? Something else? Thanks for looking in to
>> it.
> 
> There's a Perl syntax error in your config, unfortunately.
> wait-ok needs to be quoted on the left hand side because it contains a
> hyphen.  If it was just bare alphanumeric like the others, you wouldn't
> need to quote it.
> 
>  'wait-ok'  => [qw(open stalled rejected deleted resolved)],
> 
> should fix your problem.
> 
>> },
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 
> 

-- 
View this message in context: 
http://old.nabble.com/RT4-Custom-status-transitions-tp33400048p33400639.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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Re: [rt-users] Customising Quicksearch to show unowned ticket counts

[Ruslan Zakirov]

On Mon, Feb 27, 2012 at 18:04, Tim Cutts  wrote:
> Hi there,
>
> I'm in the process of doing some groundwork for migrating our [fairly 
> customised] RT from 3.8.10 to 4.0.x, checking that our various add ons work 
> (and if they don't, working out what we need to do to fix them).
>
> I'm currently looking at our change to the Quicksearch panel.  In 3.8.x, 
> there was a Conditions callback, which we used to:
>
> 1) add a count of unowned tickets in each queue, something some of my users 
> are very keen on, and
> 2) to drop the count of stalled tickets, which our users mostly don't care 
> about.
>
> That callback has unfortunately been removed in the rewriting of this element 
> to use life cycles and RT::Report::Tickets
>
> Of those, (2) is easy to reimplement by either editing the lifecycle 
> configuration, or overriding the element to skip the stalled status.
>
> The first one looks much harder now, since RT::Report::Tickets appears to be 
> simply using Group By to produce the various columns, and of course 'unowned' 
> isn't a status as such, it requires different queries.
>
> So I've overridden the QueueSummaryByLifecycle element and just perform the 
> extra queries separately by another RT::Report::Tickets object searching for 
> unowned tickets in all the requested queues, unowned, and grouped by queue, 
> and use that to add 'unowned' hash elements to the $data hash.  Is that the 
> best approach, or have I missed something a bit more elegant?


add callback right before the following line and change $query as you need:

$report->SetupGroupings(...);

In your case callback would simple:

$$Query = "($$Query) AND Owner = 'Nobody'";

Also, components have:

$m->callback( CallbackName => 'Filter', Queues => \@queues );

You can add similar callback to filter statuses a few lines later.

So two simple patches that add one line callback calls and two callback files.


> Tim
>
>
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT4 Custom status transitions

[Thomas Sibley]

On 02/27/2012 09:17 AM, Lieven Bridts wrote:
> Did I make some kind of typo? Something else? Thanks for looking in to it.

There's a Perl syntax error in your config, unfortunately.

> transitions => {
> ''   => [qw(new open resolved wait-ok)],
> # from   => [ to list ],
> new  => [qw(open stalled resolved rejected deleted
> wait-ok)],
> open => [qw(new stalled resolved rejected deleted wait-ok)],
> stalled  => [qw(open rejected resolved deleted wait-ok)],
> resolved => [qw(open stalled rejected deleted wait-ok)],
> rejected => [qw(open stalled resolved deleted wait-ok)],
> deleted  => [qw(open stalled rejected resolved wait-ok)],
> wait-ok  => [qw(open stalled rejected deleted resolved)],

wait-ok needs to be quoted on the left hand side because it contains a
hyphen.  If it was just bare alphanumeric like the others, you wouldn't
need to quote it.

 'wait-ok'  => [qw(open stalled rejected deleted resolved)],

should fix your problem.

> },

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* Boston  March 5 & 6, 2012

[rt-users] RT4 Custom status transitions

[Lieven Bridts]

Hello you all,

I did the upgrade to RT4 and configured an extra status "wait-ok". All seems 
well, except one thing.
When a ticket has the status "wait-ok" we can't change its status anymore. Only 
the option "wait-ok" is visible in the dropdown
You can find the LifeCycle as I defined it in RT_SiteConfig.pm hereby.
Did I make some kind of typo? Something else? Thanks for looking in to it.

# Lifecycles
Set(%Lifecycles,
default => {
initial => [ 'new' ],
active  => [ 'open', 'wait-ok','stalled' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

defaults => {
on_create => 'new',
on_merge  => 'resolved',
approved  => 'open',
denied=> 'rejected',
},

transitions => {
''   => [qw(new open resolved wait-ok)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted wait-ok)],
open => [qw(new stalled resolved rejected deleted wait-ok)],
stalled  => [qw(open rejected resolved deleted wait-ok)],
resolved => [qw(open stalled rejected deleted wait-ok)],
rejected => [qw(open stalled resolved deleted wait-ok)],
deleted  => [qw(open stalled rejected resolved wait-ok)],
wait-ok  => [qw(open stalled rejected deleted resolved)],
},
rights => {
'* -> deleted'  => 'DeleteTicket',
'* -> *'=> 'ModifyTicket',
},
actions => [
'new -> open'  => {
label  => 'Open It', # loc
update => 'Respond',
},
'new -> resolved'  => {
label  => 'Resolve', # loc
update => 'Comment',
},
'new -> rejected'  => {
label  => 'Reject', # loc
update => 'Respond',
},
'new -> deleted'   => {
label  => 'Delete', # loc
},
'new -> wait-ok'=> {
label  => 'Wait for OK', # loc
},

'open -> stalled'  => {
label  => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label  => 'Resolve', # loc
update => 'Comment',
},
'open -> rejected' => {
label  => 'Reject', # loc
update => 'Respond',
},
'open -> wait-ok'=> {
label  => 'Wait for OK', # loc
},

'stalled -> open'  => {
label  => 'Open It', # loc
},
'stalled -> wait-ok'=> {
label  => 'Wait for OK', # loc
},
'resolved -> open' => {
   label  => 'Re-open', # loc
update => 'Comment',
},
'resolved -> wait-ok'=> {
label  => 'Wait for OK', # loc
},
'rejected -> open' => {
label  => 'Re-open', # loc
update => 'Comment',
},
'rejected -> wait-ok'=> {
label  => 'Wait for OK', # loc
},
'deleted -> open'  => {
label  => 'Undelete', # loc
},
'deleted -> wait-ok'=> {
label  => 'Wait for OK', # loc
},
'wait-ok -> open' => {
label  => 'Re-open', # loc
},
'wait-ok -> resolved' => {
label  => 'Resolve', # loc
},
'wait-ok -> deleted' => {
label  => 'Delete', # loc
},
'wait-ok -> rejected' => {
label  => 'Reject', # loc
},
],
},
# don't change lifecyle of the approvals, they are not capable to deal with
# custom statuses
approvals => {
initial => [ 'new' ],
active  => [ 'open', 'stalled' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

defaults => {
on_create => 'new',
on_merge => 'resolved',
},

transitions => {
''   => [qw(new open resolved)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled  => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted  => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted'  => 'DeleteTicket',
'* -> rejected' => 'ModifyTicket',
'* -> *'=> 'ModifyTicket',
},
actions => [
'n

[rt-users] Customising Quicksearch to show unowned ticket counts

[Tim Cutts]

Hi there,

I'm in the process of doing some groundwork for migrating our [fairly 
customised] RT from 3.8.10 to 4.0.x, checking that our various add ons work 
(and if they don't, working out what we need to do to fix them).

I'm currently looking at our change to the Quicksearch panel.  In 3.8.x, there 
was a Conditions callback, which we used to:

1) add a count of unowned tickets in each queue, something some of my users are 
very keen on, and
2) to drop the count of stalled tickets, which our users mostly don't care 
about.

That callback has unfortunately been removed in the rewriting of this element 
to use life cycles and RT::Report::Tickets

Of those, (2) is easy to reimplement by either editing the lifecycle 
configuration, or overriding the element to skip the stalled status.

The first one looks much harder now, since RT::Report::Tickets appears to be 
simply using Group By to produce the various columns, and of course 'unowned' 
isn't a status as such, it requires different queries.

So I've overridden the QueueSummaryByLifecycle element and just perform the 
extra queries separately by another RT::Report::Tickets object searching for 
unowned tickets in all the requested queues, unowned, and grouped by queue, and 
use that to add 'unowned' hash elements to the $data hash.  Is that the best 
approach, or have I missed something a bit more elegant?

Tim



-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

RT Training Sessions (http://bestpractical.com/services/training.html)
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[rt-users] Set colour tickets by priority

[Daniel Garcia Mejia]

Hi,

I'm using rt 4.04
I want to color the tickets by priority, so I follow this tutorial:

http://requesttracker.wikia.com/wiki/ShowStatusInColor

But don't work... I don't know ifI haven't done well or it doesn't work 
in RT4.X.
Someone can try and confirm it works? If not, there is an alternative to 
putting color on the ticket as a priority in RT 4.X?



Thanks and best regards


Daniel

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* Boston  March 5 & 6, 2012