Dear Alex, Dear List,
thanks for your quick response. I should add that I'm using RT-3.8.1
on FreeBSD6.3/amd64 (which I forgot in my first mail).
I did the following (which didn't quite help me):
mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my <rt-
root>/local/html/Ticket directory. The whole directory "Callbacks"
hadn't existed beforehand.
Into the file "SkipTransaction" I dumped the following:
<%init>
$$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq
1));
</%init>
<%args>
$Transaction => undef
$skip => undef
$_SkipSystemMessages => undef
</%args>
Then in my "Display.html" I changed this block
<& /Ticket/Elements/ShowHistory ,
Ticket => $TicketObj,
Tickets => $Tickets,
Collapsed => $ARGS{'Collapsed'},
ShowHeaders => $ARGS{'ShowHeaders'},
Attachments => $attachments,
AttachmentContent => $attachment_content,
_SkipSystemMessages => !0 <----- that's what I added
&>
I must confess I don't have a clue what this code is doing I'm not a
programmer. The only thing I know: my ticket history is still being
messed up with priority-change entries.
I'm wondering if I could fix my problem by simply denying any existing
rights for the user doing the cron job. Of course the Right
"ModifyTicket" is needed but maybe there's some right for tracing
changes in the history ?
best regards,
Bernd
On 9 Oct 2008, at 11:29, Alex Young wrote:
I set RT to hide some of the history using this:
http://wiki.bestpractical.com/view/HideTransactions
All I have done is set it to hide the history of the RT_System user
and
the user I have setup to escalate the tickets. You can still see their
entries on the history page, just not in anoy of the other pages.
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Bernd
Kuhlen -WetterOnline-
Sent: 09 October 2008 10:21
To: [email protected]
Subject: [rt-users] Action::EscalatePriority messing up my ticket
history
Hi everyone,
I've set up my rt-crontool like this:
0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL --
search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" --
action RT::Action::EscalatePriority >/dev/null 2>/dev/null
and it's working fine. But I don't want it to mess up my ticket
history. I have tickets starting with a priority of 0 and ending with
100 in some weeks time and every night I get a new entry saying that
the ticket priority has changed. These entry are informative if the
priority has been manually changed but not if they just trace the
linear priority escalation done by a cronjob. So after a couple of
weeks I have numerous lines with a "ticket-priority changed" entry.
That's not nice.
I'm new to RT and couldn't find anything about this matter by google
or in any wiki.
best regards,
Bernd
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Mit freundlichen Grüßen
Best Regards
Bernd Kuhlen
Diplom-Meteorologe
Diplom-Informatiker (FH)
Leitung Systemadministration
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