Re: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
Joop wrote:
OK. RT-3.6.3 has the possibility to log sql statements. Please turn this
on and try to find the query which is not producing the correct results.
We might be talking about different things.
I'll do the same in the clients RT with patch and without, hoping they
don't mind the slight interruption.
The problem that we were facing is that you start with entering CF's and
ordering is fine until either you delete some CF's or start moving them
around and then suddenly the ordering isn't correct any more, the reason
is that Oracle gets its rows, probably, in entered order until you
disturb it by deleted records. This makes it hard to reproduce in a test
environment by entering CF's and looking whether they come out in order
or not.
The patch that I send to Ruslan is meant to fix the ordering on, for
example, the customfields which are displayed when looking at a ticket.
In my case we discovered this problem because we use AssetTracker alot
with lots of customfields and suddenly they started being displayed in a
different order. I'm talking about this page:
http://localhost/rt3/AssetTracker/Asset/ModifyFields.html?id=163 and the
query from this is:
SELECT main.*
FROM (SELECT main.ID
FROM customfields main, objectcustomfields objectcustomfields_1
WHERE ( (objectcustomfields_1.objectid = '2')
OR (objectcustomfields_1.objectid = '0')
)
AND ((main.disabled = '0'))
AND ((main.lookuptype =
'RTx::AssetTracker::Type-RTx::AssetTracker::Asset'
)
)
AND ((main.ID = objectcustomfields_1.customfield))
ORDER BY objectcustomfields_1.objectid ASC,
objectcustomfields_1.sortorder ASC) distinctquery,
customfields main
WHERE (main.ID = distinctquery.ID)
And when using the original Oracle.pm its:
SELECT main.*
FROM (SELECT main.ID
FROM customfields main, objectcustomfields objectcustomfields_1
WHERE ( (objectcustomfields_1.objectid = '2')
OR (objectcustomfields_1.objectid = '0')
)
AND ((main.disabled = '0'))
AND ((main.lookuptype =
'RTx::AssetTracker::Type-RTx::AssetTracker::Asset'
)
)
AND ((main.ID = objectcustomfields_1.customfield))
GROUP BY main.ID
ORDER BY MIN (objectcustomfields_1.objectid) ASC,
MIN (objectcustomfields_1.sortorder) ASC) distinctquery,
customfields main
WHERE (main.ID = distinctquery.ID)
Notice the extra GROUP BY main.ID and ORDER BY MIN(..) statements.
When I perform a search like this, ticket SQL:
Queue = 'Purmerend' AND 'CF.{Soort Hulp}' LIKE 'Eerste lijn'
I get an Oracle SQL statement about the same as you but not quite so I'm
not sure this is the correct search that I'm doing.
This is what I get:
SELECT *
FROM (SELECT limitquery.*, ROWNUM limitrownum
FROM (SELECT main.*
FROM (SELECT DISTINCT main.ID
FROM (((tickets main LEFT JOIN
objectcustomfields objectcustomfields_1
ON
((objectcustomfields_1.objectid =
'0'
)
)
OR
(objectcustomfields_1.objectid =
main.queue
))
LEFT JOIN
customfields customfields_2
ON (customfields_2.ID =
objectcustomfields_1.customfield
))
LEFT JOIN
objectcustomfieldvalues
objectcustomfieldvalues_3
ON
((objectcustomfieldvalues_3.objectid =
main.ID
)
)
AND
(objectcustomfieldvalues_3.customfield =
customfields_2.ID
)
AND
((objectcustomfieldvalues_3.disabled =
'0'
)
)
AND
((objectcustomfieldvalues_3.objecttype =
'RT::Ticket'
)
))
WHERE ((customfields_2.NAME =
'Soort Hulp'
)
)
AND ((main.effectiveid = main.ID))
AND ((main.status != 'deleted'))
AND
AW: [rt-users] resctricting rights per queue
Dear Kenn, thanks for the advice! Now I found out how to restrict the rights on a per queue basis. I had to remove the global rights to get it working... Regards, David -Ursprüngliche Nachricht- Von: Kenneth Crocker [mailto:[EMAIL PROTECTED] Gesendet: Freitag, 9. Februar 2007 17:44 An: Obando, David DE - EV Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] resctricting rights per queue Obando, I need to know how you have the Queues (A thru D) set up in terms of global rights, Group rights to a Queue, and individual user rights. The RT Essentials book give some guidelines to privileges, but not much info on all the inter-relations. Basically, you need to make sure that the only global rights you grant are the type of privileges you want any privileged or non-privileged user to have and grant the rights involving access to tickets, working on tickets, and communication on tickets on a Queue by Queue basis for specific groups. This may/may not involve group rights to custom fields, if you use them, and other relationships. Hope this helps. Kenn LBNL Obando, David DE - EV wrote: Dear all, I'm using a 3.6.3 system and I want to set up a group with dispatching rights (taking, editing, resolving tickets) on a queue basis. This group should only see tickets in queues A and B and no tickets in queues C and D. How can I restrict their rights that they are not at all able to see any tickets that are not in queues A and B? I found ways to setup a RT at a glance page for them with only their queues but when they e.g. enter the ticket ID in the URL they can see any ticket. Thanks! David -- -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] vanished lines in rt 3.6.1 reply
Hello, --Am 12. Februar 2007 15:38:56 -0500 schrieb Kevin Falcone [EMAIL PROTECTED]: I've created a local ticket that looks something like this (by replying a lot) and haven't been able to replicate your problem. I, too, have reported such an error months ago. You will find the error description and the proof of the error in http://rt3.fsck.com/Ticket/Display.html?id=7539 (user: guest, password: guest) Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
[rt-users] Email Correspondence
Hello All, I have a problem with my RT system, I have just noticed that when I REPLY to a ticket there is no outgoing mail, so the user does not get updated via email. I have checked that the scrips are set which they are by default. Once I have replied to ticket the details appear on the ticket but it does not show that can email has been sent out. Is this is known problem if so can some one please give me some advice. Nothing has been changed on my system and was working fin yesterday, this has totally thrown me. It has happened before, I rebooted the server and about ten minutes later it started to send mail out. Any help would be greatly appreciated, as I need to get the system up and running and quickly. Thanks Matt Hunt BSc Yorkshire Humber Service Centre ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Email Correspondence
Matt Hunt wrote: Hello All, I have a problem with my RT system, I have just noticed that when I REPLY to a ticket there is no outgoing mail, so the user does not get updated via email. Can you just confirm that the ticket is not one you are the requestor for - as RT by default does not e-mail you about your own ticket if you are the one that made the change. Also, does other mail get sent successfully? Is there any output in /rt/var/log/rt.log to indicate that the scrip for sending mail is or isn't run? If you can confirm that it's not a ticket you are the requestor for, and the scrip is being run.. then it might be worth adding some debug statements to the perl script to find out where the process is failing: $RT::Logger-debug(This is a debug statement to be entered into an RT perl script, and I can confirm the value of \$variable is $variable); OR use Data::Dumper $RT::Logger-debug(My variable is a complicated data structure like an array or an RT ticket object so I will use Dumper to print an easy-to-read version of the variable.\n\nThe variable \$var is:\n\n . Dumper($var)); -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
[rt-users] Creating groups using CLI.
Hi, Can I create groups using the cli interface? This is what I get when I try it.. rt create -t group set 'Name=newgroup' # Unknown object type: group id: group/new name: newgroup rt Thanks, Damodaran ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Spam email question
On Thu, Feb 08, 2007 at 11:30:24PM -0500, Mathew Snyder wrote: That might be what the problem is actually. I still haven't figured out how to use the methods of Shredder in order to run it entirely within the script so right now Shredder runs as a 'system' call. Sounds to me like your shell isn't sufficiently quoting the address when handing it off; can you post the script? Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Scrip to not auto-reply mail send to specific to-address
On Thu, Feb 08, 2007 at 05:06:16PM +, Puuter . wrote: I'm new to RT so maybe this seems obvious to you, but since I installed RT (on Windows) I've got this problem: In my company we use internally an e-mailaddress that sends to every mailbox in the domain. Let's say it's the address: everybody AT ourdomain.com Everybody means everybody and so this means dat also rt get's the mail (at the address: rt AT ourdomain.com ) Since rt gets an e-mail, rt makes a ticket and sends an auto-reply, which is of course both unnecessary in this case. I can predict what answers you're going to get to this, and I agree with them: it's the aliases 'fault'. The only *practical* way to solve this problem (unless you can scrip based on the To: address (which had better be everybody, or else you're completely screwed :-) is to make the 'everybody' alias *not* expand to include your rt address. Since you don't say what's handling your email, I don't know exactly how you'd do that, but since you mention Windows, I assume it might be Exchange, and it may be Exchange that's handling the expansion of the alias. In which case, I don't feel your pain -- cause I use Postfix. :-} Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Spam email question
I just went on vacation so as soon as I am able to log into work I'll get that for you. It was pointed out that the problem probably is the shell not handling the single or double quotes. A previous suggestion was to use an array of parameters and arguments but I'm not certain how to do this with the rtx-shredder CLI options. Mathew Jay R. Ashworth wrote: On Thu, Feb 08, 2007 at 11:30:24PM -0500, Mathew Snyder wrote: That might be what the problem is actually. I still haven't figured out how to use the methods of Shredder in order to run it entirely within the script so right now Shredder runs as a 'system' call. Sounds to me like your shell isn't sufficiently quoting the address when handing it off; can you post the script? Cheers, -- jra ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
[rt-users] RE: Delayed action scrips and combining scrip email output
[EMAIL PROTECTED] wrote: Date: Mon, 12 Feb 2007 13:33:36 -0500 From: Jacob Helwig [EMAIL PROTECTED] Subject: RE: [rt-users] Delayed action scrips and combining scrip email output 1) A scrip is needed that will take conditional action at a point in time after a transaction occurs. For example, we would like the autoresponse scrip to send an autoresponse 30 minutes after a ticket is received, but only if the ticket was not responded to in that time. It seems to me that putting a 30 minute sleep() in the autoresponse scrip is not the correct way to do this since scrips are intended to be transactional. Does anyone have any alternate suggestions for this? What about using rt-crontool run every n minutes to look for new tickets created within a specified time range? Thanks for the suggestion. That could work, although I suppose I would need to write custom RT::Conditions for each condition we wanted to test -- the above was a simplified example, which could use RT::Condition::UntouchedInHours. We also have a need to identify if a ticket changed queues within a period of time, which I was hoping to do using an event-driven scrip and RT::Condition::QueueChange. Using rt-crontool I suppose it would be necessary to write a RT::Condition::QueueChangeInHours that iterates over the last n ticket transactions. -Bill -- William Horka UNIX Systems Administrator Harvard-MIT Data Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] getting the values of custom fields
I'm doing this via script action.
FirstCustom.. is in Record which is not part of the $self.
I get TicketObj, TransactionObj ( which does not seems to work )
I'm tried to use CustomFieldValues but I get stuck after that.
Searches through the archive seem to say NO ONE has done this successfully.
Kenneth Crocker wrote:
Anthony,
What are you using the data for? We pull some custom data to use on
our Resolve template. It is as follows:
RT-Attach-Message: yes
Subject: Resolved: {$Ticket-Subject}
Your request has been resolved. If you have any further questions or
concerns,
please respond to this message.
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id} .
-
Ticket Description:
{
my $Resolution_Description;
$Resolution_Description =
$Ticket-FirstCustomFieldValue('Description');
return $Resolution_Description;
}
-
Resolution:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
return $Resolution_Comment;
}
Hope this helps.
Kenn
LBNL
anthony wrote:
I'm using 3.4.6 and have a ticket that has some CustomField values.
I'm having a horrible time pulling these entries.
I'm doing this via the web and User Defined scripts. For testing I'm
saying On status change run this action.
I've been messing with Ticket_Overlay CustomValues, CustomValues,
TicketTransactions
Now I'm wondering if the data is just for the status change transaction
and the values in the custom fields are not even in the $self data.
Does this sound right?
Doing this via sql sounds much simpler.
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Re: [rt-users] getting the values of custom fields
Anthony,
We use the following code to send a notification, via a scrip custom
condition, when the owner changes, providing the owner isn't nobody:
return ( $TicketObj-OwnerObj-Name() ne 'Nobody' );
Maybe this will help you build your code in a scrip.
Kenn
LBNL
anthony wrote:
I'm doing this via script action.
FirstCustom.. is in Record which is not part of the $self.
I get TicketObj, TransactionObj ( which does not seems to work )
I'm tried to use CustomFieldValues but I get stuck after that.
Searches through the archive seem to say NO ONE has done this successfully.
Kenneth Crocker wrote:
Anthony,
What are you using the data for? We pull some custom data to use on
our Resolve template. It is as follows:
RT-Attach-Message: yes
Subject: Resolved: {$Ticket-Subject}
Your request has been resolved. If you have any further questions or
concerns,
please respond to this message.
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id} .
-
Ticket Description:
{
my $Resolution_Description;
$Resolution_Description =
$Ticket-FirstCustomFieldValue('Description');
return $Resolution_Description;
}
-
Resolution:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
return $Resolution_Comment;
}
Hope this helps.
Kenn
LBNL
anthony wrote:
I'm using 3.4.6 and have a ticket that has some CustomField values.
I'm having a horrible time pulling these entries.
I'm doing this via the web and User Defined scripts. For testing I'm
saying On status change run this action.
I've been messing with Ticket_Overlay CustomValues, CustomValues,
TicketTransactions
Now I'm wondering if the data is just for the status change transaction
and the values in the custom fields are not even in the $self data.
Does this sound right?
Doing this via sql sounds much simpler.
___
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[rt-users] 3.6.3 - Non-privileged users ShowTicket
If I don't give non-privileged users the ShowTicket right, then they cannot see their own tickets. If I do, then they can see *any* ticket (by using the Goto Ticket box). Is there a happy medium? I am doing this via Global - Group Rights. I could do it via Queues - General - Group Rights, which would limit the exposure, but still not limit it to just their tickets. Thanks! -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
On 2/13/2007 3:14 AM, Joop wrote: Could you post the TicketSQL for your search? You can get this from the QueryBuilder page and than 'Advanced' With this data: CF1 = Select one text field (One, Two, Three, Four, Five) CF2 = numeric # CF1 CF2 === == = 1 Four0.1 2 Two 0.1 3 Five0.1 21 Two 23 22 One 23 41 Three 3 42 Five0 55 Two 0.5 56 Two 0 Running this query: SELECT id FROM (SELECT limitquery.*,rownum limitrownum FROM (SELECT main.* FROM (SELECT main.id FROM Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR (ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON (CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND (ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ((ObjectCustomFieldValues_3.Disabled = '0')) AND ((ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) LEFT JOIN CustomFieldValues CustomFieldValues_4 ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content)) AND (CustomFieldValues_4.CustomField = ObjectCustomFieldValues_3.CustomField)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND (((main.Owner = '86')) AND ((main.Status = 'new') OR (main.Status = 'open'))) GROUP BY main.id ORDER BY min(CustomFieldValues_4.SortOrder) DESC, min(ObjectCustomFieldValues_3.Content) DESC) distinctquery, Tickets main WHERE (main.id = distinctquery.id)) limitquery WHERE rownum = 10) WHERE limitrownum = 1; Results in: # CF1 CF2 === == = 3 Five0.1 42 Five0 1 Four0.1 41 Three 3 21 Two 23 55 Two 0.5 2 Two 0.1 56 Two 0 22 One 23 I confirmed that the same query run in SQL*Plus returns the same row order. Is this the Ticket SQL you were looking for: Owner = '86' AND ( Status = 'new' OR Status = 'open') Thanks for the help! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] getting the values of custom fields
Kenneth,
Thanks for sticking with me. I'm tailing the logs and see errors when
ever I put something invalid in the Custom action section.
If I put something (debug) into the custom condition It doesn't get any
output. I have user defined only for Action.
Right now I'm trying to add a package to the RT::Action section.
Kenneth Crocker wrote:
Anthony,
We merely click new scrip, on owner change (but you could pick any
trigger), then put the perl code into the custom condition section of
the scrip. Works great for us. Have you looked at your error logs?
Kenn
LBNL
anthony wrote:
Where are you doing this the webui? I'm using
configure-queue-script-new script-condition: on status change, action:
user defined.
In the preparation section I put
$RT::Logger-debug(SCRIPT: $TicketObj-OwnerObj-Name\n);
It should be $self-TicketObj
I then ran it again and got
SCRIPT:
RT::Action::UserDefined=HASH(0xcc9e670)-TicketObj-OwnerObj-Name()
The perldoc Ticket_Overlay has CustomFieldValues which sends you to
ObjectCustomFieldValues_Overlay which has
LimitToCustomField FIELD
Limits the returned set to values for the custom field with Id
FIELD
LimitToTicket TICKETID
Limits the returned set to values for the ticket with Id TICKETID
Returns true if this CustomFieldValues collection has an entry
with
content that eq VALUE
Neither of which return anything.
Kenneth Crocker wrote:
Anthony,
We use the following code to send a notification, via a scrip custom
condition, when the owner changes, providing the owner isn't nobody:
return ( $TicketObj-OwnerObj-Name() ne 'Nobody' );
Maybe this will help you build your code in a scrip.
Kenn
LBNL
anthony wrote:
I'm doing this via script action.
FirstCustom.. is in Record which is not part of the $self.
I get TicketObj, TransactionObj ( which does not seems to work )
I'm tried to use CustomFieldValues but I get stuck after that.
Searches through the archive seem to say NO ONE has done this
successfully.
Kenneth Crocker wrote:
Anthony,
What are you using the data for? We pull some custom data to
use on
our Resolve template. It is as follows:
RT-Attach-Message: yes
Subject: Resolved: {$Ticket-Subject}
Your request has been resolved. If you have any further questions or
concerns,
please respond to this message.
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id} .
-
Ticket Description:
{
my $Resolution_Description;
$Resolution_Description =
$Ticket-FirstCustomFieldValue('Description');
return $Resolution_Description;
}
-
Resolution:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
return $Resolution_Comment;
}
Hope this helps.
Kenn
LBNL
anthony wrote:
I'm using 3.4.6 and have a ticket that has some CustomField values.
I'm having a horrible time pulling these entries.
I'm doing this via the web and User Defined scripts. For testing I'm
saying On status change run this action.
I've been messing with Ticket_Overlay CustomValues, CustomValues,
TicketTransactions
Now I'm wondering if the data is just for the status change
transaction
and the values in the custom fields are not even in the $self data.
Does this sound right?
Doing this via sql sounds much simpler.
___
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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