Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
It's from cron:
0 8 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
Queue = 'QueueName' AND ( Status = 'delivered' OR Status = 'waiting' ) AND
'CF.{Update Required}' LIKE 'No' AND Starts 'Today' --action
RT::Action::AutoResolve
I'm not 100% sure anymore where the Action::AutoResolve comes from (found it at
our local/lib/ dir) but i think i got it from wiki:
package RT::Action::AutoResolve;
require RT::Action::Generic;
use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);
#Do what we need to do and send it out.
#What does this type of Action does
# {{{ sub Describe
sub Describe {
my $self = shift;
return (ref $self );
}
# }}}
# {{{ sub Prepare
sub Prepare {
my $self = shift;
# if the ticket is already open or the ticket is new and the message is
more mail from the
# requestor, don't reopen it.
my $status = $self-TicketObj-Status;
return undef if $status eq 'resolved';
return 1;
}
# }}}
sub Commit {
my $self = shift;
my $oldstatus = $self-TicketObj-Status();
$self-TicketObj-__Set( Field = 'Status', Value = 'resolved' );
$self-TicketObj-_NewTransaction(
Type = 'Status',
Field= 'Status',
OldValue = $oldstatus,
NewValue = 'resolved',
Data = 'Ticket auto-resolved on cron script action'
);
return(1);
}
eval require RT::Action::AutoResolve_Vendor;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm});
eval require RT::Action::AutoResolve_Local;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm});
1;
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Jesse Vincent [mailto:je...@bestpractical.com]
Gesendet: Dienstag, 3. November 2009 15:18
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Jesse Vincent; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by
Scrip from RT_System
On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID wrote:
I'd love to do this, drop me a tiny hint where to start from ;-)
First up, what scrip is doing the resolving? What's the ScripAction?
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Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
On Wed, Nov 04, 2009 at 11:14:34AM +0100, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID wrote:
It's from cron:
0 8 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
Queue = 'QueueName' AND ( Status = 'delivered' OR Status = 'waiting' )
AND 'CF.{Update Required}' LIKE 'No' AND Starts 'Today' --action
RT::Action::AutoResolve
I'm not 100% sure anymore where the Action::AutoResolve comes from (found it
at our local/lib/ dir) but i think i got it from wiki:
Ah. well, it would need to also set the resolved date, as it's using an
internal API to change the status and record a transaction.
package RT::Action::AutoResolve;
require RT::Action::Generic;
use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);
#Do what we need to do and send it out.
#What does this type of Action does
# {{{ sub Describe
sub Describe {
my $self = shift;
return (ref $self );
}
# }}}
# {{{ sub Prepare
sub Prepare {
my $self = shift;
# if the ticket is already open or the ticket is new and the message is
more mail from the
# requestor, don't reopen it.
my $status = $self-TicketObj-Status;
return undef if $status eq 'resolved';
return 1;
}
# }}}
sub Commit {
my $self = shift;
my $oldstatus = $self-TicketObj-Status();
$self-TicketObj-__Set( Field = 'Status', Value = 'resolved' );
$self-TicketObj-_NewTransaction(
Type = 'Status',
Field= 'Status',
OldValue = $oldstatus,
NewValue = 'resolved',
Data = 'Ticket auto-resolved on cron script action'
);
return(1);
}
eval require RT::Action::AutoResolve_Vendor;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm});
eval require RT::Action::AutoResolve_Local;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm});
1;
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen,
Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Jesse Vincent [mailto:je...@bestpractical.com]
Gesendet: Dienstag, 3. November 2009 15:18
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Jesse Vincent; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by
Scrip from RT_System
On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel /
Ham MI-ID wrote:
I'd love to do this, drop me a tiny hint where to start from ;-)
First up, what scrip is doing the resolving? What's the ScripAction?
--
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Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
I'd love to do this, drop me a tiny hint where to start from ;-) Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Montag, 2. November 2009 18:10 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System On Mon, Nov 02, 2009 at 05:22:45PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi, we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? We are still under RT 3.6.5. lack of a feature - I'd take a patch. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: I'd love to do this, drop me a tiny hint where to start from ;-) First up, what scrip is doing the resolving? What's the ScripAction? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
Hi, we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? We are still under RT 3.6.5. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
