Re: [rt-users] Change ticket status after elapsed time period
On Tue, May 7, 2013 at 1:25 PM, kjcsb wrote: > I would like to configure RT to automatically change the status of a ticket > in certain cases. An example of this would be when a ticket is set to > "waiting on customer" response. After a certain period without a response > (ideally working days rather than calendar days) we would like to resolve > the ticket. I've been unable to find the right term to search on to find > the > answer to this. Any help appreciated. > > > For such things you use rt-crontool. Start with search that uses TicketSQL, for example "LastUpdated < '10 days ago' AND Status = 'waiting on customer'". Figure out how to use SetStatus action. When above is ready then you can do two things: 1) use bash or any other programming language to calculate time span and execute rt-crontool. What I mean is that if your script is executed on Monday and you want 5 days time span then your code generates '7 days ago' to compensate weekend. 2) write RT's custom condition that does additional date checks using pretty much the same logic as above solution. -- Best regards, Ruslan.
Re: [rt-users] Writing a custom condition for a script
On Tue, May 7, 2013 at 8:44 PM, Raymond Corbett < raymond.corb...@arcproductions.com> wrote: > I was reading over the Scripts section of RT Essentials. ** ** > > ** ** > > As stated $self -> TicketObj -> status eq ‘deleted’; > It should be Status not status. > Is true whenever the status is changed to deleted. > Not correct statement. Correct description is "Is true whenever something is changed and status is deleted". To check what was changed you have to use TransactionObj. > ** > > Can someone point me the correct direction with a code line that would say: > > > ** ** > > if the value of CustomFiled “Retry” is 2 > http://requesttracker.wikia.com/wiki/CustomConditionSnippets#Checks_with_Custom_Fields > > > ** > > ** ** > > Thanks > > ** ** > -- Best regards, Ruslan.
[rt-users] Is the RTIR mailing list working properly?
Hello, I've sent two emails to the RTIR mailing list. Presumably one of them got through but the second one didn't. I got a message back saying the message has to be moderated because of it's size (I attached a screenshot) but that's the last I've heard. I've never had a reply from an email posted to the RTIR mailing list. -- Landon Stewart
Re: [rt-users] Problems with "Newest unowned" and queue permissions
On 05/07/2013 05:48 AM, Ryan Whalen wrote: > I 'fixed' this by saving a search for unowned and new tickets AND in a > specific queue, naming them '10 newest unowned tickets in /queuename/. > Then saved the search to /group's/ saved searches. > > Then you need to give the AdminCCs instructions on how to edit their RT > at a glance page to remove the standard 10 newest unowned and add the > saved search:10 newest unowned in /queuename. / FWIW, the above is unnecessarily complicated, as you can modify the one search to be relative for each user by adding this clause: QueueAdminCc.id = '__CurrentUser__' __CurrentUser__ is a placeholder for the logged in user's numeric id.
[rt-users] Writing a custom condition for a script
I was reading over the Scripts section of RT Essentials. As stated $self -> TicketObj -> status eq 'deleted'; Is true whenever the status is changed to deleted. Can someone point me the correct direction with a code line that would say: if the value of CustomFiled "Retry" is 2 Thanks
Re: [rt-users] Problems with "Newest unowned" and queue permissions
> -Original Message- > From: k...@rice.edu [mailto:k...@rice.edu] > Sent: den 7 maj 2013 14:53 > To: Johan Sjöberg > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Problems with "Newest unowned" and queue > permissions > > On Tue, May 07, 2013 at 07:44:15AM +, Johan Sjöberg wrote: > > Hi. > > > > We have a number of queues for different departments. I have created > groups for the staff and set these groups as Admin CC on their respective > queues. The problem I have is that the "NN newest unowned tickets" isn't > working correctly. It seems to count tickets in queues that the user does not > have rights on. So if I sort it by queue name, and ascending, I do not see any > unowned tickets if there are more than NN unowned tickets in queues that I > do not have permissions on, if they are earlier in the alphabet than my > queues. This is quite annoying since I have to choose a non-optimal sorting > order, and risk missing new, unowned tickets. > > We are using RT 3.8.16. > > > > Regards, > > Johan > > > > > Hi Johan, > > Have you set $UseSQLForACLChecks? I think that should fix your problem. > > Regards, > Ken Hi Ken. Thanks a lot. That solved my problem. Regards, Johan
Re: [rt-users] Problems with "Newest unowned" and queue permissions
On Tue, May 07, 2013 at 07:44:15AM +, Johan Sjöberg wrote: > Hi. > > We have a number of queues for different departments. I have created groups > for the staff and set these groups as Admin CC on their respective queues. > The problem I have is that the "NN newest unowned tickets" isn't working > correctly. It seems to count tickets in queues that the user does not have > rights on. So if I sort it by queue name, and ascending, I do not see any > unowned tickets if there are more than NN unowned tickets in queues that I do > not have permissions on, if they are earlier in the alphabet than my queues. > This is quite annoying since I have to choose a non-optimal sorting order, > and risk missing new, unowned tickets. > We are using RT 3.8.16. > > Regards, > Johan > > Hi Johan, Have you set $UseSQLForACLChecks? I think that should fix your problem. Regards, Ken
Re: [rt-users] Problems with "Newest unowned" and queue permissions
I 'fixed' this by saving a search for unowned and new tickets AND in a specific queue, naming them '10 newest unowned tickets in *queuename*. Then saved the search to *group's* saved searches. Then you need to give the AdminCCs instructions on how to edit their RT at a glance page to remove the standard 10 newest unowned and add the saved search:10 newest unowned in *queuename. * * * On Tue, May 7, 2013 at 3:44 AM, Johan Sjöberg < johan.sjob...@deltamanagement.se> wrote: > Hi. > > ** ** > > We have a number of queues for different departments. I have created > groups for the staff and set these groups as Admin CC on their respective > queues. The problem I have is that the “NN newest unowned tickets” isn’t > working correctly. It seems to count tickets in queues that the user does > not have rights on. So if I sort it by queue name, and ascending, I do not > see any unowned tickets if there are more than NN unowned tickets in queues > that I do not have permissions on, if they are earlier in the alphabet than > my queues. This is quite annoying since I have to choose a non-optimal > sorting order, and risk missing new, unowned tickets. > > We are using RT 3.8.16. > > ** ** > > Regards, > > Johan > > ** ** > > ** ** >
[rt-users] Change ticket status after elapsed time period
I would like to configure RT to automatically change the status of a ticket in certain cases. An example of this would be when a ticket is set to "waiting on customer" response. After a certain period without a response (ideally working days rather than calendar days) we would like to resolve the ticket. I've been unable to find the right term to search on to find the answer to this. Any help appreciated.
[rt-users] Problems with "Newest unowned" and queue permissions
Hi. We have a number of queues for different departments. I have created groups for the staff and set these groups as Admin CC on their respective queues. The problem I have is that the "NN newest unowned tickets" isn't working correctly. It seems to count tickets in queues that the user does not have rights on. So if I sort it by queue name, and ascending, I do not see any unowned tickets if there are more than NN unowned tickets in queues that I do not have permissions on, if they are earlier in the alphabet than my queues. This is quite annoying since I have to choose a non-optimal sorting order, and risk missing new, unowned tickets. We are using RT 3.8.16. Regards, Johan
