[rt-users] Custom Field use External values based on queue
Hi All, I'm trying to reach a requirement that we want one global custom field, which is using external values that populated with some REST API, to has different drop-down list filtered by Queue name. Is this possible to config in /lib/RT/CustomFieldValues/xx.pm file? Or is there any other way to accomplish this requirement? Any comments would be appreciated. Thanks a lot. Best Regards, Chrilly
[rt-users] Custom Field Security
I would like for unprivileged users to be able to enter and view custom fields on the tickets they enter. I setup the custom field for Ticket and added it to a specific Queue. I figured out how unprivileged users can enter custom fields for tickets they file -- SeeCustomField and ModifyCustomField. However, after the ticket is entered, unprivileged users cannot see the custom field data they just entered on the SelfService/Display.html page. Only privileged users can see this. How can I set this up so unprivileged users can see the custom field data they just entered? Any help would be appreciated. Thanks. Joseph D. Wagner
[rt-users] resolving stalled tickets after X amount of time
I tried googling and found an unanswered email to this list from 2006. I also found a bunch of links relating to RT's Lifecycle functionality, but I wasn't able to figure out if there was a built in way for RT to auto-resolve/reject/(some other status) tickets that have been stalled for a period of time. Ideally, I would like to set tickets to stalled when we are waiting for feedback from the requestor, and if that requestor does not respond after a given time period(configurable by queue preferrably), the system automatically resolves. It would be best if when we resolve in this fashion, that the requestor gets notified of the automatic resolve... which is why I suggested another status, as it would be easy to set a scrip/template for this. From what I read in the Lifecycles functionality, it only applies to transactions as they are happening. I'm looking to kick off a transaction automatically. I'm assuming this is a cron + executing a saved query of some sort, then actioning on it all. Is this built into RT somehow, or do I have to piece it together like I've stated above using cron/perl scripting? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
[rt-users] Pre-Populate Description
I would like to pre-populate the description of a new ticket. For example, if I filed a bug on Red Hat's Bugzilla, a new bug description already contains the text: Component: Version: Problem: Expected Results: Actual Results: Additional Info: A feature like this would be very helpful to guiding users with what data they should enter. Can this be done in RT? If so, how? Thanks. Joseph D. Wagner
Re: [rt-users] Pre-Populate Description
On Tue, Aug 4, 2015 at 2:57 PM, Joseph D. Wagner j...@josephdwagner.info
wrote:
I would like to pre-populate the description of a new ticket. For example,
if I filed a bug on Red Hat's Bugzilla, a new bug description already
contains the text:
Component:
Version:
Problem:
Expected Results:
Actual Results:
Additional Info:
A feature like this would be very helpful to guiding users with what data
they should enter. Can this be done in RT? If so, how?
You can do this in a variety of ways. Each with their own amount of
work and with their own caveats for use-case. There are probably more
ways that I am not aware of, too.
Use Articles. This is pretty easy, but to my knowledge, the users will
have to select the article from a drop down to get the text into your
content box.
Use QuickCalls:
http://search.cpan.org/dist/RT-Extension-QuickCalls/lib/RT/Extension/QuickCalls.pm
When the user selects an entry from the quick call list, the resulting
ticket content can be populated with the article.
Here is a config snippet:
Plugin('RT::Extension::QuickCalls');
Set(
$QuickCalls,
[
{
Name = 'Elevated Rights',
Queue= 'End User Support',
Status = 'resolved',
SetOwnerToCurrentUser= 1,
'Articles-Include-Article-Named' = 'Elevated Access Rights',
CommentContent = q{},
},
]
);
Use a callback to add the text for the given queue. Forgive me the
pasting of code in an email. You'll get the concept.
$ cat
html/Callbacks/RT-Site-UMN-Duluth-EducationalTechnology/Elements/MessageBox/Default
%perl
if (
(grep /^Create\.html$/, map({$_-name} $m-callers))
# ensure we are at Create.html
# AND
(
! defined $ARGS{Name}
# Name parameter is not defined
||
# OR
$ARGS{Name} ne 'CommentContent'
# Name is not CommentContent (CommentOnCreate)
)
# AND
(
# we are creating in the Educational Technology queue
(
defined $parent_args-{Queue}
# definededness check
# AND
(
# Queue matches a number and is Educational Technology id
(
# or queue does not match a number and is 'Educational
Technology'
$parent_args-{Queue} =~ /^\d+$/
$parent_args-{Queue} ==
$educational_technology_queue_id # Normal ticket creation
)
||
(
$parent_args-{Queue} !~ /^\d+$/
$parent_args-{Queue} eq 'Educational Technology'
# Quick Create
)
)
)
||
# OR
(
defined $parent_args-{Problem}
# definededness check
# AND
$parent_args-{Problem} =~
/^$educational_technology_queue_id-/# CreateByProblemType
)
)
) {
/%perl
% $content | n %
%perl
}
/%perl
%init
my $parent_args = $m-request_args;
my $educational_technology_queue = new RT::Queue($session{CurrentUser});
$educational_technology_queue-Load('Educational Technology') || return;
my $educational_technology_queue_id = $educational_technology_queue-id;
my $content = __END_OF_CONTENT__;
What is the name of the course, its number and section (e.g., Writing
Studies 1120, section 1)?
What is the specific issue (e.g., students are reporting the quiz in
week 13 is not available)?
__END_OF_CONTENT__
$content = $m-interp-apply_escapes(
$content,
'h',
);
if (RT-Config-Get('MessageBoxRichText', $session{CurrentUser})) {
$content = pre$content/pre;
}
/%init
-m
Re: [rt-users] resolving stalled tickets after X amount of time
On Tue, Aug 4, 2015 at 1:41 PM, Mike Johnson mike.john...@nosm.ca wrote:
I tried googling and found an unanswered email to this list from 2006.
I also found a bunch of links relating to RT's Lifecycle functionality, but
I wasn't able to figure out if there was a built in way for RT to
auto-resolve/reject/(some other status) tickets that have been stalled for a
period of time.
Ideally, I would like to set tickets to stalled when we are waiting for
feedback from the requestor, and if that requestor does not respond after a
given time period(configurable by queue preferrably), the system
automatically resolves.
It would be best if when we resolve in this fashion, that the requestor gets
notified of the automatic resolve... which is why I suggested another
status, as it would be easy to set a scrip/template for this.
From what I read in the Lifecycles functionality, it only applies to
transactions as they are happening. I'm looking to kick off a transaction
automatically.
I'm assuming this is a cron + executing a saved query of some sort, then
actioning on it all.
Is this built into RT somehow, or do I have to piece it together like I've
stated above using cron/perl scripting?
It is mostly built-in.
Here is a cron entry we use to adjust ticket status based on a query.
# Puppet Name: access_request_ticket_stale_timeout_set_status
0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search
RT::Search::FromSQL --search-arg ' Queue = Access Requests AND
Status = activated AND ( ( CF.{Renewal Verified At} IS NULL AND
Created = 410 days ago ) OR ( CF.{Renewal Verified At} IS NOT
NULL AND CF.{Renewal Verified At} = 410 days ago ) ) ' --action
RT::Action::SetStatus --action-arg stale
Let the list know if you don't have your RT cron set up; that is a
prerequisite.
-m
