[rt-users] scrips...change due date on queue change

[Telmo Cardoso]

Hi again,

I would really like if someone could help me with this question, because
its not hard, but its not working dunno why.

I'm chaging due dates on queue change, based on ticket creation date.

I have the following scrips:
Condition: On Queue Change
Action: User Defined
Template: Blank
Stage: TransactionCreate

Custom action cleanup code:
my $duedate = RT::Date-new($RT::SystemUser);
my $hoursuntildue = 27;
if ($self-TicketObj-QueueObj-Name eq queueName) {
$hoursuntildue = 9;
} else {
$hoursuntildue = 27;
}
use Business::Hours;
my $hours = Business::Hours-new();
my $curtime = $self-TicketObj-CreatedObj-Get( Timezone = 'server' );
my $bus_hours_duetime = $hours-add_seconds ($curtime,
($hoursuntildue*60*60));
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
return 1;


This only fails on this line:
my $curtime = $self-TicketObj-CreatedObj-Get( Timezone = 'server' );

If I place my $curtime=time; it will work. I have tried:
my $curtime = $self-TicketObj-CreatedObj;
and
my $curtime = $self-TicketObj-CreatedObj-AsString;

any help?

Thanks


   Telmo Cardoso

We're hiring! http://bestpractical.com/jobs

[rt-users] RT_SiteConfig.pm

[Telmo Cardoso]

Hi,

first of all, I'm sorry for my last email that was sent twice. I receive an
error on first email, so I though it was a problem with attach and remade
it without attach.

About my current problem, I create the file RT_SiteConfig.pm under
{RT_PATH}/etc with only this content in order to test it:
Set($LogoLinkURL,http://www.companySite.com;);

And it seems RT installation is ignoring this, so logo is still linking at
http://bestpractical.com/

Its necessary to restart any service?

Thanks,
   Telmo Cardoso

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT_SiteConfig.pm

[Telmo Cardoso]

Hi again,

Ok, I edited /etc/request-tracker4/RT_SiteConfig.d/99-localconfig,
restarted apache2 and it worked.

Can anyone answer my other questions? Like where can I edit the RT for
company name that appears on top of page?

Thanks a lot,
   Telmo Cardoso


On Wed, Nov 28, 2012 at 12:47 PM, Telmo Cardoso telmo.card...@gmail.comwrote:

 Hi,

 first of all, I'm sorry for my last email that was sent twice. I receive
 an error on first email, so I though it was a problem with attach and
 remade it without attach.

  About my current problem, I create the file RT_SiteConfig.pm under
 {RT_PATH}/etc with only this content in order to test it:
 Set($LogoLinkURL,http://www.companySite.com;);

 And it seems RT installation is ignoring this, so logo is still linking at
 http://bestpractical.com/

 Its necessary to restart any service?

 Thanks,
Telmo Cardoso


We're hiring! http://bestpractical.com/jobs

[rt-users] RT customization

[Telmo Cardoso]

Hi,

is there a way to customize RT interface. Basically I want to add options
to the Type field on customField (currently appearing Enter one value,
Select one value,etc.) and on top have only Request Tracker instead of
RT for company name

I'v look in DB and found nothing.

Thanks,
   Telmo Cardoso

We're hiring! http://bestpractical.com/jobs

[rt-users] (no subject)

[Telmo Cardoso]

Hi,

I apologize for the abominations I'll probably say :)

I was put in charge of administrating an RT 4 installation (already
installed) and I have no knowledge of Perl.

I configured all that I could using the admin access, but now I also need
to work with SLA using business days only. I have found
http://requesttracker.wikia.com/wiki/DueDateinBusinessHours that I can
use/adapt in my needs, but it uses Business::Hours library, that I have no
idea on how to install.

I have requested and ssh (not root) request to server. So any help in next
steps?

Also I'll need to remove the time tickets are stalled from the due time
(because that will depend on client and not on our side). Any idea if any
scrips was already done for it?

Thanks,
   Telmo Cardoso

We're hiring! http://bestpractical.com/jobs