[rt-users] prohibit merging tickets

[Violetta Wawryk]

Hi List,

am I right when I say that the right to "merge tickets" is included in 
the right "modify tickets" (at least in RT 3.6.7)? Therefore there is no 
easy way to prevent the user of merging tickets? Is there maybe another way?


Thanks for an quick answer.

Violetta

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Re: [rt-users] Stalled tickets on RT At A Glance

[Violetta Wawryk]

Hi,

when you are on the "RT At A Glance" site you see your highest priority 
tickets and on the right hand site an "edit". Follow it and on the new 
page follow "Search - My Tickets", add "stalled" to your search save it.

That should do.

Regards,
Violetta

Reginaldo Russinholi schrieb:
> Hi all,
> 
> Is it possible to put my stalled tickets on "RT At A Glance" view?
> 
> 
> I mean, where is showed the 
> "10
>  
> highest priority tickets I own" I want to show the stalled tickets that I 
> own. 
> Is it possible?
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Re: [rt-users] set Due depending on Created

[Violetta Wawryk]

Hi,

yes I am doing that already, but they add the days to the current date 
and not the Created date. Does anyone actually know how I can tell the 
perlthing to use the created date and not the current date. That would 
be very helpful.

Thanks.

Violetta

Ruslan Zakirov schrieb:
> Look into RT::Date class - lib/RT/Date.pm there are several simple
> methods to add time to the date.
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[rt-users] set Due depending on Created

[Violetta Wawryk]

Hi,

can anyone tell me how I can set "Due" depending on the "Created"-Date?

I know how to get the the Creationdate:
my $createdate = ($self->TicketObj->CreatedObj);

But how can I encrease it for example 14 days?

I did find something that takes the scrip execution time and adds 1 day.
$duedate->Set(Format=>'unknown', Value=>'1 days');
But that doesn't work if I want to change it 3 days later, because than 
I would have all in all 17 days.

I know that I can write the new date with:
$self->TicketObj->SetDue($duedate->ISO);


So all I need is the step inbetween.

Thanks,

Violetta


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Re: [rt-users] create ticket from email

[Violetta Wawryk]

Hi,

you don't need create. For that you also user correspond.

Regards,
Violetta


Monti gmail schrieb:
> Hi there,
> sorry to nag but I'm despaired to find a solution for a basic which should
> be common problem/need.
> I need the ability to create ticket from email.
> mailgate provides only "correspond" and "comment" actions while I need
> "create".
> Any suggestions?
> 
> Thanks,
> 
> On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail <[EMAIL PROTECTED]> wrote:
> 
>> Thank you.
>> I have seen it before but the mailgate has 2 available actions -
>> "correspond" and "comment", there is no "create".
>> how do I create using mailgate?
>>
>>
>> On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover <[EMAIL PROTECTED]>wrote:
>>
>>> Monti-
>>>
>>> You will want to setup mailgate.  See the wiki for more details here.
>>>
>>> http://wiki.bestpractical.com/view/EmailInterface
>>>
>>> Matt
>>>
>>> On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail <[EMAIL PROTECTED]>wrote:
>>>
 According to the documents I looked in, it is only possible to create new
 ticket is from WEB and CLI, I could not find how to create ticket from
 email.
 is it possible?
 is it requires any customizations?

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Re: [rt-users] help with scrip

[Violetta Wawryk]

Hi Gene,

good idea, thanks. But didn't work either. The scip is than always 
applicable and always applies the customfield which it should not do. *args*

I also tried unless, but than I get the errormessage:

Scrip 17 IsApplicable failed: syntax error at (eval 950) line 1, near 
"->Subject unless"

So I guess this strange perl doesn't know unless.

Somehow I cannot believe that noone ever tried something like this.

Frustated Greetings
Violetta


Gene LeDuc schrieb:
> Hi Violetta,
> 
> Try this:
> 
> if ( $self->TransactionObj->Type eq "Create" &&
>  ! ( $self->TicketObj->Subject =~ /proje[c|k]t: /i ||
> $self->TicketObj->Subject =~ /akut: /i ) )
> 
> Regards,
> Gene



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[rt-users] scrip change customfieldvalue on certain value

[Violetta Wawryk]

Hi,

has anyone a scrip or an idea how my condition for the following 
situation has to be written?

My customfield called "CFA" has for example the value "value1" and 
"value2". The value is currently set to "value1". I now want my scrip to 
check wheather the value has changed and to which value it has changed. 
And that is exactly my problem. How do I check what the new value is?

The first part would be:

if ($self->TransactionObj->Type eq "CustomField" &&

and what comes after &&  ??

Thanks a lot for your help!

Violetta

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Re: [rt-users] help with scrip

[Violetta Wawryk]

Hi,

 >> > if ($self->TransactionObj->Type eq "Create" &&
 >> >   ($self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / ||
 >> >   $self->TicketObj->Subject !=~/[A|a]kut: / ) )
 >
 > I'm pretty sure that && is a higher precedence than ||, so the result
 > without parentheses would be the same as ( ( A && B ) || C ) instead of
 > ( A && ( B || C )) which is what you described.

I understand that now. Thank you. But I found out my scrip is not 
working because of the wrong regex.

$self->TicketObj->Subject !=~ /[A|a]kut: /  --> doesn't work
$self->TicketObj->Subject !~ /[A|a]kut: /  --> doesn't work

what would be the right expression to make it negative?

$self->TicketObj->Subject =~ /[A|a]kut: /  --> does work for positiv

Thanks
Violetta
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Re: [rt-users] help with scrip

[Violetta Wawryk]

sorry, the german mail was not meant for the mailinglist *args*
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Re: [rt-users] help with scrip

[Violetta Wawryk]

Hi Rene,

brauch mal dringend hilfe vom perlguru. ich möchte was abfrage und zwar 
wenn ich im subject akut *nicht* drinnen steht dann solls zutreffen

$self->TicketObj->Subject !=~ /[A|a]kut: /  --> tut nicht
$self->TicketObj->Subject !~ /[A|a]kut: /  --> tut nicht

wie muss das denn richtig heissen wenn ich negieren will?

$self->TicketObj->Subject =~ /[A|a]kut: /  --> das tut wenns zutrifft

Danke
Violetta

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Re: [rt-users] help with scrip

[Violetta Wawryk]

> my code looks like this:
> 
> if ($self->TransactionObj->Type eq "Create" && 
> $self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || 
> $self->TicketObj->Subject !=~/[A|a]kut: / )
> --snip--

sorry, for bothering you. it actually works, the problem was something 
else in my code which prevented my scrip to run through.

Bye
Violetta
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[rt-users] help with scrip

[Violetta Wawryk]

Hi,

I have different scrips that check for certain words in the subject line 
  and the code looks for example like that:

if ($self->TransactionObj->Type eq "Create" && 
$self->TicketObj->Subject =~ /[A|a]kut: / )
--snip--

so, if the subject contains "akut" do something.
That works.

What I now want to do is, if the subject contains not "akut" or 
"project" than do that

my code looks like this:

if ($self->TransactionObj->Type eq "Create" && 
$self->TicketObj->Subject !=~ /[P|p]roje[c|k]t: / || 
$self->TicketObj->Subject !=~/[A|a]kut: / )
--snip--

and that doesn't work. I am not an perl expert, maybe someone can tell 
me where my thinkingproblem is?

Thanks in advance
Violetta


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Re: [rt-users] On Comment resolved ticket set back to new status

[Violetta Wawryk]

Hi Dave,

in my test-rt (3.6.1, which still has all the defaults configured) is a 
global scrip that says:

"On Correspond Open Tickets with template Blank"

are you sure you haven't got it?

Regards
Violetta


> On all of our queues when a ticket is in a resolved state and a user
> makes a comment on the ticket the status of the ticket is set back to
> new.
>  
> We have no defined scrips for the Queues or in Global configuration that
> are set to do this. Is this a default action in RT if so is it possible
> to change this?
>  
> Thanks
> Dave
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Re: [rt-users] scrip to setting due date back to unset

[Violetta Wawryk]

Hey Kenn,

> If you have a scrip that modifies ticket data that is ALSO set by 
> default RT code, you need to make the "STAGE" of the scrip in batch 
> mode. That should do it. I've had that problem before and that fixed it.

No it doesn't :-/ Still thank you for your help.

Any other idea, anyone?

How can I unset the due date during creation when ususally it is set to 
7? (Which is the configuration that is set in the queue basics).

Thanks a lot.
Violetta
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[rt-users] scrip to setting due date back to unset

[Violetta Wawryk]

Hey,

My queustion is the following. I have a queue where the default for the 
due date is set to 7 days. I have different scrips that set the due date 
to either 1 or 14 if the subject contains certain key words.

As I understand RT, as soon as a ticket comes in the defaults in the 
basics will be set and if there are different matching scrips they 
change the wished values like due date.

So what do I have to do to unset the due date?

This is the part of the scrip I use to set it to 1 day:

my $duedate = RT::Date->new($RT::SystemUser);
   $duedate->Set(Format=>'unknown', Value=>'1 days');
   $self->TicketObj->SetDue($duedate->ISO);

Thanks for your help.

Violetta



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Re: [rt-users] Custom Field positioning/order

[Violetta Wawryk]

Dear Gabriel,

> it appears to me like the only way to do this is to carefully
> plan out exactly in which order you create the custom fields so that
> they appear on the tickets in the order they were created?

I hope I understood you correctly. I am using RT 3.6.1 and I haven't 
seen a later version. But I guess there is not much difference.

Go to Configuration --> Queue --> Choose you Queue --> Ticket Custom 
Fields where you can see all your "Selected Custom Fields". Behind each 
CustomField you can see "Move up" or "Move down" or both. With those you 
can easily list them the way you like.

And to complete that. If you have a CustomField with defined values, you 
can sort them by assigning numbers in the first box called "Sort". 
Lowest numbers will be shown first, highest Numbers last. If you do that 
always leave some numbers inbetween, it might happen that you want to 
assign another value later :-)

Hope that helps.

Violetta

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Re: [rt-users] RT 3.8.x Translation - Question for German Users

[Violetta Wawryk]

Hi,

>> Dashboard, Queue and Ticket. Should it be translated or should it be
>> like it is?

My experience is that it makes it easier not to translate Queue and 
Ticket. I myself find it very confusing to explain anything to my 
RT-Users about Stapel and not Queue. So, at least stay with Queue and 
Ticket. Since I don't know what the Dashboard in RT is, just leave it...

Regards,
Violetta
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[rt-users] Updating CustomFieldValues

[Violetta Wawryk]

Hello,

We are using RT 3.6.1 and we have different Queues with exactly the same 
CustomFields with exactly the same CustomFieldValues like

Queue1:
CustomField1: Platform
CustomFieldValues1: Linux
CustomFieldValues1: Windows

Queue2:
CustomField2: Platform
CustomFieldValues2: Linux
CustomFieldValues2: Windows

This is because at RT 3.4 it was not possible to use on CustomField on 
more than one Queue. But since this is possible I want to use 
CustomField1 not only in Queue1 but also in Queue2. Therefore I thought 
I could update all old Tickets in Queue2 with the right CustomFields and 
CustomFieldValues. But I don't understand the database structure 
anymore. I cannot find any connections between the table "Tickets" and 
the right CustomFields or the right Values.

In RT 3.4 there was a field in TicketCustomFieldValues called Ticket 
which was the right connection... but now? Is there maybe a chart with 
the complete database structure (EntityRelationshipModel), the fields 
and the connections so I could understand how the RT works?

Thanks a lot in advance,

Violetta
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