Re: [rt-users] time worked report
Paul, Like Thomas said, build the query you want and add the Timeworked column. However, to make this a weekly report, you need to put it in a dashboard set to run weekly. That would do it. Hope this helps. Kenn On Wed, Sep 19, 2012 at 3:41 PM, Paul Muther dalam...@gmail.com wrote: Is there a way to do this easily to show time worked for a range of dates? For example if I submit time for techs on a weekly basis showing the effort put into each ticket? Currently I'm using a rather unreliable method of table joins and a back end SQL query. In almost all implementations of this there is a desire to look at TechA and see the time he/she has contributed to a ticket. In most cases the ticket is owned by that individual so all theTime Worked within that week can be counted toward the person. In other cases I need to know how much in the way of man hours was spent working tickets for a given week, even if the ticket spans multiple weeks. There seems to be no easy way to pull that data without opening new tickets at the beginning of each work week and closing them at the end. Thanks much. On Sep 19, 2012, at 3:20 PM, Thomas Sibley t...@bestpractical.com wrote: On 09/19/2012 02:48 PM, Frankie Gibbs wrote: I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report? Construct the search for the tickets you want using the Query Builder and then add the TimeWorked column to the format at the bottom of the builder. Then run the search to see your results. You can download the results as a spreadsheet (TSV) using Feeds → Spreadsheet. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] capture status change to apply custom filed status
Asanka, That would probably be the transaction with a type of Create. That's what triggers the ticket being created. If that is what you mean. kenn On Wed, Sep 19, 2012 at 3:25 AM, Asanka Gunasekera asanka_gunasek...@yahoo.co.uk wrote: this -- *From:* Asanka Gunasekera asanka_gunasek...@yahoo.co.uk *To:* rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com *Sent:* Friday, 14 September 2012, 12:50 *Subject:* capture status change to apply custom filed status Hi, how can I capture the action of opening (not the open status) a new ticket to apply a custom filed value to Work in progress Thanks and regards Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] TimeWorkedReport.html
Mayk, You'd have to modify the code that produces the report. I modified it to alter the SuperUser requirement to show ALL ticket owners (in a Queue) to require membership in a management group instead. Hope his helps. Kenn On Mon, Sep 17, 2012 at 8:31 AM, Mayk Backus bac...@nlcom.nl wrote: Hello List, Does anyone know if it's possible to adjust this script (found in the wiki) to display te requestor information ? It mentions the creator , wich in most cases is fine, but when our agents create a ticket on behalf of a customer, the agent is the creator what results in the script displaying the time but the customer is our agent. I think this could be a nice add-on for this script, but i lack the knowledge in doing this. Any help would be greatly appreciated. Other suggestions for reporting tools also. thanks in advance, Regards Mayk Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/**training http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Using non-standard status only
Kevin,
Yep, forgot about that. Been working mostly on 3.6 and 3.8 systems lately.
Brain fart.
Kenn
On Fri, Sep 14, 2012 at 10:47 AM, Kevin Falcone
falc...@bestpractical.comwrote:
On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote:
Although you could change those status values, why? If a ticket is
invoiced or whatever, it is
still open. Why not create a Custom Field that shows what its state
within the open status,
ie. invoiced, check pending and a ton of others. This CF could also
be used in queries,
dashboards, etc. You can write scrips using them. There really is no
need to change those
values when a Custom Field could be used. I mean you can, but if you
change the configured
values, you might run the risk of having to change other things as
well. The Custom Fields
allow you to make changes within the vanilla design.
Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla
status configuration is much much easier than it was in 3.8. We make use of
several Lifecycle configurations that do not use open/stalled/resolved
within BestPractical and we find them tremendously useful.
You can read more about Lifecycles at:
http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles
-kevin
On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski [1]
reg.bestpracti...@posterus.com wrote:
Hello,
I want to use custom lifecycles for various queues. The thing I've
been
wondering about is about some of the standard statuses such as
'new' or
'open'. They are referred to in a few other places besides just
tickets:
defaults = {
on_create = 'new',
on_merge = 'resolved',
approved = 'open',
denied = 'rejected',
reminder_on_open = 'open',
reminder_on_resolve = 'resolved',
},
So my question is: Does it matter at all what statuses reminders
use other
than transition between the two should be allowed? For example in a
billing
queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
'cancelled', so would it break anything if I just set reminders to
use
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Re: [rt-users] Notify user from scrip about missing field
Jack, I don't think RT allows a scrip to send a message to the screen. That would be a REAL nice enhancement. I got around the problem by triggering an email to notify the person making the change that the change was NOT accepted and that the ticket was reverted to the original status. Hope this helps. Kenn On Fri, Sep 14, 2012 at 10:44 AM, Jack Zabolotnyi jzabolot...@arces.netwrote: Hi. Is there any way to notify user from scrip about missing fields? I'm looking for something similar to RT's behaviour if mandatory field's value is missing (RT reports an error and doesn't accept transaction) but to be triggered from scrip. Thanks in avance. -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] capture status change to apply custom filed status
Hi Kenneth thanks for the reply and I found the Custom action code in RT wiki
and below is the code hop this is the way to do it :)
Description: On Open change Correspond Status
Condirion: On Create
Action: User Defined
Template: Global template: Blank
stage: TransactionCreate
Custom condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
return 0 unless $type eq Status
|| ( $type eq 'Set' $txn-Field eq 'Status');
return 0 unless $txn-OldValue eq new;
return 0 unless $txn-NewValue eq open;
return 1;
Custom action preparation code:
my ($success, $msg) = $self-TicketObj-AddCustomFieldValue(Field =
'Correspond Status', Value = 'Work in Progress');
if (!$success) {
$RT::Logger-error($msg);
return 0;
}
return 1;
Thanks and Best Regards
From: Kenneth Crocker kenn.croc...@gmail.com
To: RT User List rt-users@lists.bestpractical.com
Sent: Thursday, 20 September 2012, 11:38
Subject: Re: [rt-users] capture status change to apply custom filed status
Asanka,
That would probably be the transaction with a type of Create. That's what
triggers the ticket being created. If that is what you mean.
kenn
On Wed, Sep 19, 2012 at 3:25 AM, Asanka Gunasekera
asanka_gunasek...@yahoo.co.uk wrote:
this
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Friday, 14 September 2012, 12:50
Subject: capture status change to apply custom filed status
Hi, how can I capture the action of opening (not the open status) a new
ticket to apply a custom filed value to Work in progress
Thanks and regards
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Re: [rt-users] R: 2. try ;-) Limit user in a perl script
Hi Alberto,
thx, thats a good idea!
I try to build code for that.
But first I've to thing about Thomas' hint. ;-)
Cheers,
Bjoern
On 19.09.12 17:17, Scotto Alberto wrote:
Well, that's normal: you are scanning the whole tickets list again and again,
for every user.
You should invert the nested loops such that you scan the tickets only once.
Something like this (kind of pseudo-code):
my $tickets = RT::Tickets-new($RT::SystemUser);
my @users_with_ticket;
# let's collect all the users who relate to some ticket
while (my $t = tickets-next) {
push @users_with_ticket, $t-Requestor;
push @users_with_ticket, $t-Owner;
# push all the other actors
}
# now, let's take the complement of the set users_with_ticket
my $users = RT::Users-new($RT::SystemUser)
my @users_without_ticket;
while(my $u = $users-next) {
if ($u IS NOT IN $users_with_ticket) push @users_without_ticket, $u;
}
The last loop (just a draft) may still be critical, but considering that, in
your case study, the bigger number is given by the tickets, I think you're
quite safe.
Regards
AS
Da: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] per conto di Björn Schulz
[bjoern.sch...@desy.de]
Inviato: mercoledì 19 settembre 2012 15.48
A: rt-users@lists.bestpractical.com
Oggetto: [rt-users] 2. try ;-) Limit user in a perl script
Hi!
I try to ask again, because on my producton system it takes a very long
time to limit users (7 Minutes !!! per user :-(( ).
I try to search for users with no connections to any ticket and no
connection to any attachments to delete them later.
I can't use rt-shredder directly ;-)
I try this:
...
my $user = RT::User-new($RT::SystemUser);
my $users = RT::Users-new($RT::SystemUser);
my $tix = RT::Tickets-new($RT::SystemUser);
$users-FindAllRows ;
while (my $uid = $users-next ) {
my $tickets = RT::Tickets-new($RT::SystemUser);
$user-Load($uid);
$tickets-FromSQL('
Type = ticket AND
Watcher ='.$user-EmailAddress.'');
Delete_User if ! $tickets-Count();
...
But it takes much time (about 7 minutes per user )
in my system for every user.
~500.000 tickets
~ 61.100 users
Is there a better method to limit the user with no tickets and no
attachments or what am I doing wrong?
Cheers,
Björn
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Alberto Scotto
Blue Reply
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10147 - Torino - ITALY
phone: +39 011 29100
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Re: [rt-users] 2. try ;-) Limit user in a perl script
Hi Thomas, Why are you looking to delete users with no tickets in the first place? Because we have much spam users and 'typo-users' in the system. So I like to delete them. Why you asking? (Note that your search won't count deleted tickets that the user may be a watcher on, but those tickets still exist and shredder will need to be told what to do with them.) Upps, that's true. I'll wanted check also for deletetd tickets. Cheers, Björn Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] relations between reminder and ticket
Hi anyone can tell me where RT keeps the relationship between a ticket and a reminder Thanks and Regards Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Installing RT via Puppet
On Thu, Sep 20, 2012 at 04:12:24AM +0100, Mister Guru wrote: Thanks Jason for your input - I'm currently trying to get hold of the ubuntu package maintainer for RT. I'm currently wading through launchpad, trying to find who to kick to get this moving - I've dropped a line to the ubuntu users list, so hopefully I'll get some assistance with this soon. There isn't one. request-tracker3.8 (and request-tracker4) in later releases isn't in Ubuntu main, only in Ubuntu universe. This means that support in stable releases is someone limited (I think Ubuntu call it Community maintained meaning.. it's up you). (I'm the principle maintainer of the packages in Debian, which is effectively Ubuntu's upstream in this regards). The best way to get the Ubuntu packages updated with those security fixes is by testing the patches on the bug report Thomas mentioned. I notice you asked about RT4 on ubuntu-users; packages for RT4 are already available in later releases of Ubuntu: http://packages.ubuntu.com/search?keywords=request-tracker4searchon=sourcenamessuite=allsection=all -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Installing RT via Puppet
On Wed, Sep 19, 2012 at 08:31:43PM -0700, Thomas Sibley wrote: On 09/19/2012 07:16 PM, Jason A. Smith wrote: As a sysadmin who has also been using puppet for a few years now, I would prefer native packages over an installation from source. I'm not familiar with the conventions puppet manifests use, but I understand this desire. My suggestion is based on the knowledge of how often the Ubuntu and EPEL repositories are painfully out of date. (Debian, as I noted before, is kept up to date, especially if you pin from testing.) (or use stable-backports). -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Nagios Plugin modified to do the same for Zabbix e-mails
Hi everyone,
In our setup we're using Zabbix for monitoring and thus Zabbix sends
e-mails to RT for our support-desk.
Before Zabbix we used Nagios and thus also had the Nagios plugin installed
for merging similar e-mails together and closing a ticket when an e-mail
comes with the status RECOVERED.
As such I've modified the actual script for the Nagios plugin so that it
handles the Zabbix e-mails instead of Nagios e-mails.
This script requirers the following settings in your Zabbix action which
sends the e-mail:
- Subject: {TRIGGER.STATUS} - {TRIGGER.SEVERITY} - {TRIGGER.NAME}
- Conditions:
- Type: OR
- Trigger severity = Disaster
- Trigger severity = High
- Trigger severity = Average
- Trigger severity = Warning
In my opinion the default subject is a little limiting, I've added the
severity to make it a little more informative for the person reading it.
Other then that the content of the e-mail that Zabbix sends doesn't matter,
this plugin only checks the subject.
The actual modifications that I've made were done in the following file:
/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm
Below you'll find the content of that file with the modifications needed
for Zabbix, the modifications are marked with bold text:
package RT::Action::UpdateNagiosTickets;
use strict;
use warnings;
use base qw(RT::Action);
sub Describe {
my $self = shift;
return ( ref $self );
}
sub Prepare {
return (1);
}
sub Commit {
my $self = shift;
my $attachment = $self-TransactionObj-Attachments-First;
return 1 unless $attachment;
my $new_ticket= $self-TicketObj;
my $new_ticket_id = $new_ticket-id;
my $subject = $attachment-GetHeader('Subject');
return unless $subject;
*if ( my ( $type, $problem_severity, $problem_type ) =*
$subject =~
*
m{(PROBLEM|OK|UNKNOWN)\s+-\s+(Warning|Average|High|Disaster)\s+-\s+([^/]+)/?(.*)}i
*
)
{
$problem_type ||= '';
$RT::Logger-info(
*Extracted type, problem_severity and problem_type from*
*subject with values $type, $problem_severity and $problem_type*
);
my $tickets = RT::Tickets-new( $self-CurrentUser );
$tickets-LimitQueue( VALUE = $new_ticket-Queue )
unless RT-Config-Get('NagiosSearchAllQueues');
$tickets-LimitSubject(
*VALUE = $problem_type,*
OPERATOR = 'LIKE',
);
my @active = RT::Queue-ActiveStatusArray();
for my $active (@active) {
$tickets-LimitStatus(
VALUE= $active,
OPERATOR = '=',
);
}
my $resolved = RT-Config-Get('NagiosResolvedStatus') ||
'resolved';
if ( my $merge_type = RT-Config-Get('NagiosMergeTickets') ) {
my $merged_ticket;
$tickets-OrderBy(
FIELD = 'Created',
ORDER = $merge_type 0 ? 'DESC' : 'ASC',
);
$merged_ticket = $tickets-Next;
while ( my $ticket = $tickets-Next ) {
my ( $ret, $msg ) = $ticket-MergeInto( $merged_ticket-id
);
if ( !$ret ) {
$RT::Logger-error( 'failed to merge ticket '
. $ticket-id
. into
. $merged_ticket-id
. : $msg );
}
}
*if ( $type eq 'OK' ) {*
my ( $ret, $msg ) = $merged_ticket-SetStatus($resolved);
if ( !$ret ) {
$RT::Logger-error( 'failed to resolve ticket '
. $merged_ticket-id
. :$msg );
}
}
}
*elsif ( $type eq 'OK' ) {*
while ( my $ticket = $tickets-Next ) {
my ( $ret, $msg ) = $ticket-Comment(
Content = 'going to be resolved by ' . $new_ticket_id,
Status = $resolved,
);
if ( !$ret ) {
$RT::Logger-error(
'failed to comment ticket ' . $ticket-id . :
$msg );
}
( $ret, $msg ) = $ticket-SetStatus($resolved);
if ( !$ret ) {
$RT::Logger-error(
'failed to resolve ticket ' . $ticket-id . :
$msg );
}
}
my ( $ret, $msg ) = $new_ticket-SetStatus($resolved);
if ( !$ret ) {
$RT::Logger-error(
'failed to resolve ticket ' . $new_ticket-id . :$msg
);
}
}
}
}
1;
I haven't made any other changes to the Nagios plugin, by default the
plugin does what it should do. The only difference is that the subject
regex is different and the RECOVERED status with Zabbix is OK.
Below my settings for the Nagios plugin in the RT_SiteConfig:
Set($NagiosSearchAllQueues, 1);
Re: [rt-users] Installing RT via Puppet
pl remove us from yr mailing list - Original Message - From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, September 20, 2012 07:44 Subject: Re: [rt-users] Installing RT via Puppet On 09/19/2012 07:00 PM, Mister Guru wrote: Darn!! Well, it still is good advice - My Puppet-Fu is about to be stretched! - I'll make a note on github, and start thinking about how best to accomplish this - as always, advice and comments are welcome. A bit of soapbox, FYI: All of the request-tracker3.8 packages in Ubuntu are old enough to be missing security fixes [1]. (The Debian packages of the same name are patched thanks very much to the RT maintainer for Debian.) If you'd like this not to continue to be the case, visiting the bug report [2] and marking it as affecting you (green link near the top left) might help. [1] http://packages.ubuntu.com/search?keywords=request-tracker3.8searchon=namessuite=allsection=all [2] https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Installing RT via Puppet
pl remove us from yr mailing list - Original Message - From: Mister Guru misteritg...@gmail.com To: rt-users@lists.bestpractical.com Cc: t...@bestpractical.com Sent: Thursday, September 20, 2012 07:30 Subject: Re: [rt-users] Installing RT via Puppet On 20 September 2012 01:46, Thomas Sibley t...@bestpractical.com wrote: On 09/19/2012 04:59 PM, Mister Guru wrote: So far we have the basic packages required to install RT, now I'm going to begin working on configuration of the install. I'm open to suggestions and comments, good or bad :) The aim is to get this working on RPM and DEB platforms. Any feedback and input is welcome. In a few days, when some more progress has been made, I'll spread the word on the devel lists I think you'll find it easier to achieve cross-platform installation if you abandon dist-specific packages of RT and install RT itself from source (via puppet, of course). I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end of life. [1] [1] http://blog.bestpractical.com/2012/08/release-scheduling.html Darn!! Well, it still is good advice - My Puppet-Fu is about to be stretched! - I'll make a note on github, and start thinking about how best to accomplish this - as always, advice and comments are welcome. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Installing RT via Puppet
pl remove us from yr mailing list - Original Message - From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, September 20, 2012 06:16 Subject: Re: [rt-users] Installing RT via Puppet On 09/19/2012 04:59 PM, Mister Guru wrote: So far we have the basic packages required to install RT, now I'm going to begin working on configuration of the install. I'm open to suggestions and comments, good or bad :) The aim is to get this working on RPM and DEB platforms. Any feedback and input is welcome. In a few days, when some more progress has been made, I'll spread the word on the devel lists I think you'll find it easier to achieve cross-platform installation if you abandon dist-specific packages of RT and install RT itself from source (via puppet, of course). I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end of life. [1] [1] http://blog.bestpractical.com/2012/08/release-scheduling.html Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] time worked report
pl remove us from yr mailing list - Original Message - From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, September 20, 2012 03:50 Subject: Re: [rt-users] time worked report On 09/19/2012 02:48 PM, Frankie Gibbs wrote: I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report? Construct the search for the tickets you want using the Query Builder and then add the TimeWorked column to the format at the bottom of the builder. Then run the search to see your results. You can download the results as a spreadsheet (TSV) using Feeds → Spreadsheet. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] time worked report
pl remove us from yr mailing list - Original Message - From: Frankie Gibbs To: rt-us...@bestpractical.com Sent: Thursday, September 20, 2012 03:22 Subject: [rt-users] time worked report I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report? thanks -- -- Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs firmasNic3_r5_c1.jpg Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] ADMINISTRIVIA Re: time worked report
Apologies for the noise. I've dealt with the user. Also, apologies to anyone else who received the offer to fund your new company or do debt-consolidation from them. They appear to have replied to a few people last week. -kevin On Thu, Sep 20, 2012 at 05:45:15PM +0530, FUNDING SOLUTION wrote: pl remove us from yr mailing list - Original Message - From: [1]Frankie Gibbs To: [2]rt-us...@bestpractical.com Sent: Thursday, September 20, 2012 03:22 Subject: [rt-users] time worked report I currently use the RT 3.8.7 and I need to automatically calculate the time worked on each ticket, is this possible?. how I can do to get that report? pgpF9JLE2WE5M.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] capture status change to apply custom filed status
On 09/19/2012 11:31 PM, Asanka Gunasekera wrote:
Description: On Open change Correspond Status
Condirion: On Create
Action: User Defined
Template: Global template: Blank
stage: TransactionCreate
Custom condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
return 0 unless $type eq Status
|| ( $type eq 'Set' $txn-Field eq 'Status');
return 0 unless $txn-OldValue eq new;
return 0 unless $txn-NewValue eq open;
return 1;
Custom condition makes no sense since you're using the built-in On
Create condition. It's not getting run, and you should remove it.
Custom action preparation code:
my ($success, $msg) = $self-TicketObj-AddCustomFieldValue(Field =
'Correspond Status', Value = 'Work in Progress');
if (!$success) {
$RT::Logger-error($msg);
return 0;
}
return 1;
All actions should be in the Custom action cleanup code. Prepare is
used to check if the action can run, and in your case it should simply
return 1. Putting record updates in Prepare means you might end up with
duplicate transactions.
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
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[rt-users] RT-Shredder error
Any clue on why am I receiving this error? Couldn't wipeout object: Wrong link link_meta, no record for RunsOn Complete error: http://pastebin.com/ax5ER1K7 I have a 70Gb RT database and I can't shred my database anymore. I already ran rt-validator --check --resolve --force. Thanks, Wagner Sartori Junior Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
