Hi Alex,
I think I know the core of my problem. The whole directory ./Callbacks/
MyCallbacks.... hasn't existed before so I just made a "mkdir" to have
it in my directory-tree.
But the RT doesn't know about the existence of this directory (it's
not configured anywhere). That's why it's not working out, I guess.
I have a file called "ShowHistory" in my >rt-root>/html/Ticket/
Elements/ShowHistory. I'm pretty sure somewhere within this file I
have to do the changes
I dump it for you (in case you have the time, please feel free just to
skip this mail if you're busy ..)
<%perl>
if ($ShowDisplayModes or $ShowTitle) {
my $title = $ShowTitle
? loc('History')
: ' ';
my $titleright;
if ($ShowDisplayModes) {
$titleright = '';
if ($ShowHeaders) {
$titleright .= qq{<a href="$URIFile?id=} .
$Ticket->id.qq{">} .
loc("Brief headers") .
qq{</a> — };
$titleright .= q[<span class="selected">] . loc("Full
headers") . "</span>";
}
else {
$titleright .= q[<span class="selected">] . loc("Brief
headers") . "</span> — ";
$titleright .= qq{<a href="$URIFile?ShowHeaders=1;id=} .
$Ticket->id.qq{">} .
loc("Full headers") .
qq{</a>};
}
}
</%perl>
<div class="history">
<& /Widgets/TitleBoxStart, title => $title, titleright_raw =>
$titleright &>
% }
<div id="ticket-history">
<%perl>
my @attachments = @{$Attachments->ItemsArrayRef()};
my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
while ( my $Transaction = $Transactions->Next ) {
my $skip = 0;
$m->callback(
%ARGS,
Transaction => $Transaction,
skip => \$skip,
CallbackName => 'SkipTransaction',
);
next if $skip;
$i++;
my @trans_attachments = grep { $_->TransactionId == $Transaction-
>Id } @attachments;
my $trans_content = {};
grep { ($_->TransactionId == $Transaction->Id ) &&
($trans_content->{$_->Id} = $_) } @attachment_content;
my $IsLastTransaction = 0;
if ( $OldestFirst ) {
$IsLastTransaction = $Transactions->IsLast;
} else {
$IsLastTransaction = 1 if ( $i == 1 );
}
#Args is first because we're clobbering the "Attachments" parameter
$m->comp( 'ShowTransaction',
%ARGS,
Ticket => $Ticket,
Transaction => $Transaction,
ShowHeaders => $ShowHeaders,
RowNum => $i,
Attachments => [EMAIL PROTECTED],
AttachmentContent => $trans_content,
LastTransaction => $IsLastTransaction
);
# manually flush the content buffer after each txn, so the user sees
# some update
$m->flush_buffer();
}
</%perl>
</div>
% if ($ShowDisplayModes or $ShowTitle) {
<& /Widgets/TitleBoxEnd &>
% }
</div>
<%INIT>
my $Transactions = new RT::Transactions($session{'CurrentUser'});
if ($Tickets) {
while (my $t = $Tickets->Next) {
$Transactions->LimitToTicket($t->id);
}
} else {
$Transactions = $Ticket->Transactions;
}
my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst',
$session{'CurrentUser'} );
my $SortOrder = $OldestFirst? 'ASC': 'DESC';
$Transactions->OrderByCols( { FIELD => 'Created',
ORDER => $SortOrder },
{ FIELD => 'id',
ORDER => $SortOrder },
);
my $i;
$Attachments ||= $m->comp('/Ticket/Elements/FindAttachments', Ticket
=> $Ticket, Tickets => $Tickets || undef);
$AttachmentContent ||= $m->comp('/Ticket/Elements/
LoadTextAttachments', Ticket => $Ticket);
</%INIT>
<%ARGS>
$URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html"
$Ticket => undef
$Tickets => undef
$Attachments => undef
$AttachmentContent => undef
$ShowHeaders => undef
$ShowTitle => 1
$ShowDisplayModes => 1
$WarnUnsigned => undef
</%ARGS>
On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote:
thanks a lot.
I'll check this out.
On 9 Oct 2008, at 14:39, Alex Young wrote:
Here is a copy of my file
/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/
ShowHistory/SkipTransaction
<%init>
$$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator
eq 1 | $Transaction->Creator eq 12));
</%init>
<%args>
$Transaction => undef
$skip => undef
$_SkipSystemMessages => undef
</%args>
Creator ID 1 is RT_System, which pops up when you send emails out
and other systems.
Creator ID 12 is the linux/RT user which runs the escelate job.
All it is doing is seeing who created the transaction, and if its
user number 1 or 12, it skips it.
You will need ot find out the user ID number for the user running
the escelate job. You can od this by looking in the user list. The
nuber to the left is the number you would want to put into the
Creator eq XX bit of the code.
From: Bernd Kuhlen -WetterOnline- [mailto:[EMAIL PROTECTED]
]
Sent: 09 October 2008 11:38
To: Alex Young; [email protected]
Cc: Bernd Kuhlen -WetterOnline-
Subject: Re: [rt-users] Action::EscalatePriority messing up my
ticket history
Dear Alex, Dear List,
thanks for your quick response. I should add that I'm using
RT-3.8.1 on FreeBSD6.3/amd64 (which I forgot in my first mail).
I did the following (which didn't quite help me):
mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my
<rt-root>/local/html/Ticket directory. The whole directory
"Callbacks" hadn't existed beforehand.
Into the file "SkipTransaction" I dumped the following:
<%init>
$$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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_______________________________________________
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
