[rt-users] Ticket owners not always showing in search results

[Alex Hall]

Sorry for all the messages today.

My boss just pointed out something odd: our script to make a ticket
requestor into the owner works fine, in that viewing the ticket shows the
owner. However, a search that turns up multiple tickets will have many
owners listed as "nobody in particular". Clicking such a ticket reveals an
owner, though. Why would the search sometimes refuse to show the owner,
while the ticket page lists one? I haven't modified the results page at
all, and while I did modify the ticket display some, I never touched the
part that shows the owner. Here's the script (I didn't write it, I borrowed
it):


# get actor ID
my $Actor = $self->TransactionObj->Creator;
#if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser->id;
#prevents a ticket being assigned to an unprivileged user, comment out if
you want this
return 1 unless $self->TransactionObj->CreatorObj->Privileged;
#get out unless ticket owner is nobody
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
#try to change owner
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#". $Actor );
my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value =>
$Actor, RecordTransaction => 0);
unless( $status ) {
$RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
return undef;
}

return 1;

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] color-coding tickets by priority?

[Matt Zagrabelny]

Hi Alex,

On Mon, Nov 7, 2016 at 8:49 AM, Alex Hall  wrote:
> Hi list,
> Now that I have priority on the main ticket creation page rather than the
> details page, people are using it more. I'm expecting the next question I
> get to be about making tickets of certain priorities more visually striking
> in results lists. For instance, if a color is 30-50 (our cap is 50), could
> it be made a different color than the tickets that are 1-29, while tickets
> at 0 are a third color? RT may already do this, I'm not sure, since I use a
> screen reader. If it doesn't, can it be made to?

Here is a link that I used many years ago to get started with custom
styles for ticket search results.

https://rt-wiki.bestpractical.com/wiki/ShowStatusInColor

I took a quick look at our site module (that I based off the above
link) and the key concept is utilizing the ColumnMap, which implies
tweaks to the columns of the resulting ticket listing. I'm not sure if
there is something that equally manipulates the ticket "row". A quick
grep of the source tree for "rowmap" yielded zero results.

 At the least, do tickets
> have a class I could use in CSS to do this?

Have you checked the HTML source of a listing of tickets?

 If not, it would be easy enough
> to add that to the div in the HTML, but before I go making solutions, I
> wanted to see what RT already had in place.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] color-coding tickets by priority?

[Alex Hall]

Hi list,
Now that I have priority on the main ticket creation page rather than the
details page, people are using it more. I'm expecting the next question I
get to be about making tickets of certain priorities more visually striking
in results lists. For instance, if a color is 30-50 (our cap is 50), could
it be made a different color than the tickets that are 1-29, while tickets
at 0 are a third color? RT may already do this, I'm not sure, since I use a
screen reader. If it doesn't, can it be made to? At the least, do tickets
have a class I could use in CSS to do this? If not, it would be easy enough
to add that to the div in the HTML, but before I go making solutions, I
wanted to see what RT already had in place.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Searching ticket content?

[Alex Hall]

Hi all,
That 'subject' dropdown has content-type, but not just content. Is there a
setting I've missed?

On Mon, Nov 7, 2016 at 9:16 AM, Kenneth Marshall  wrote:

> On Mon, Nov 07, 2016 at 08:57:32AM -0500, Alex Hall wrote:
> > Hello list,
> > Some users at work are wondering if they can search ticket contents?
> > There's no way in the search builder, but I know I can plug any SQL I
> want
> > to into the advanced search. Even if I knew the SQL to use, though,
> that's
> > only a saved search for that string. Could I somehow offer users a way to
> > search for a string they enter when they're ready to search? I don't want
> > to expose the actual SQL query, as there's too much chance of a misplaced
> > punctuation mark or mistyped character causing errors. Thanks.
> >
> > --
> > Alex Hall
> > Automatic Distributors, IT department
> > ah...@autodist.com
>
>
> Hi Alex,
>
> In advanced search, you select 'Content' and the the items to search
> for. Does that not work for you?
>
> Regards,
> Ken
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Searching ticket content?

[Kenneth Marshall]

On Mon, Nov 07, 2016 at 08:57:32AM -0500, Alex Hall wrote:
> Hello list,
> Some users at work are wondering if they can search ticket contents?
> There's no way in the search builder, but I know I can plug any SQL I want
> to into the advanced search. Even if I knew the SQL to use, though, that's
> only a saved search for that string. Could I somehow offer users a way to
> search for a string they enter when they're ready to search? I don't want
> to expose the actual SQL query, as there's too much chance of a misplaced
> punctuation mark or mistyped character causing errors. Thanks.
> 
> -- 
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com


Hi Alex,

In advanced search, you select 'Content' and the the items to search
for. Does that not work for you?

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Searching ticket content?

[Bill Cole]

On 7 Nov 2016, at 8:57, Alex Hall wrote:


Hello list,
Some users at work are wondering if they can search ticket contents?
There's no way in the search builder,


Does your search builder page not have "Content" as a choice in the 
pull-down menu with "Subject" as the default?


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Searching ticket content?

[Martin Wheldon]

Hi Alex,

I'm guessing you are looking for full text indexing, further details can 
be found here:


https://docs.bestpractical.com/rt/4.4.1/full_text_indexing.html

Best Regards

Martin

On 2016-11-07 13:57, Alex Hall wrote:

Hello list,
Some users at work are wondering if they can search ticket contents?
There's no way in the search builder, but I know I can plug any SQL I
want to into the advanced search. Even if I knew the SQL to use,
though, that's only a saved search for that string. Could I somehow
offer users a way to search for a string they enter when they're ready
to search? I don't want to expose the actual SQL query, as there's too
much chance of a misplaced punctuation mark or mistyped character
causing errors. Thanks.

--

Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Searching ticket content?

[Matt Zagrabelny]

Hey Alex,

On Mon, Nov 7, 2016 at 7:57 AM, Alex Hall  wrote:
> Hello list,
> Some users at work are wondering if they can search ticket contents? There's
> no way in the search builder,

E nope. There is.

Search -> Tickets -> New Search

The second drop down on your left starts with "Subject". Change it to "Content".

Do you have fulltext searching enabled?

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Searching ticket content?

[Alex Hall]

Hello list,
Some users at work are wondering if they can search ticket contents?
There's no way in the search builder, but I know I can plug any SQL I want
to into the advanced search. Even if I knew the SQL to use, though, that's
only a saved search for that string. Could I somehow offer users a way to
search for a string they enter when they're ready to search? I don't want
to expose the actual SQL query, as there's too much chance of a misplaced
punctuation mark or mistyped character causing errors. Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017