Re: [rt-users] 4.4.0 - Unable To Create Reminders

[Jim Brandt]

On 6/28/16 4:04 PM, Matt Brennan wrote:

Hello,

  I recently upgraded my test instance to 4.4.0. Since doing so, I am
unable to create reminders. When trying to create a reminder, I get the
error message "

  New tickets can not have status 'open' in this queue.". I have logging
level to debug but I do not see anything related in syslog or the Apache
error log.

  Any insight is appreciated.


Have you modified the lifecycle for the queue in which you're creating 
the reminder? If you don't have 'open' in this transition:


transitions => {
""   => [qw(new open resolved)],

you might get that error. This transition defines the statuses a ticket 
can be created in and reminders are created in the open status.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] 4.4.0 - Unable To Create Reminders

[Matt Brennan]

Hello,

  I recently upgraded my test instance to 4.4.0. Since doing so, I am
unable to create reminders. When trying to create a reminder, I get the
error message "

  New tickets can not have status 'open' in this queue.". I have logging
level to debug but I do not see anything related in syslog or the Apache
error log.

  Any insight is appreciated.

Thanks,
Matt
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Re-Display Ticket with added warning if owner changed during responding

[David Schmidt]

On 27.06.2016 21:31, Jim Brandt wrote:

On 6/27/16 1:38 PM, Jim Brandt wrote:

Hey and thank you for your answer,

I am using RT 4.4


<%init>
warn 'set checks_failure => 1';
$checks_failure = 1;

<%args>
$checks_failure => undef


I expected every update to fail, but when I add a reply the ticket is
updated with "correspondence added".

I noticed that outside of the Callback component $checks_failure 
value

is 0. And that seems to be the cause while changing checks_failure
inside of the callback doesnt have an effect. Is there a reason why
$checks_failure isnt passed by reference?

I dont want to add code to Ticket/Update.html because I want to make 
a

maintainable extension that isnt lost in case of an RT upgrade.


Hmm, yeah, that's strange. Everything else is passed by reference, we
may need to look into changing that.

In the meantime, you could update just that line to pass 
$checks_failure

by reference to limit your changes to Update.html. Alternatively, you
could add another line that duplicates the existing callback but 
passes

checks_failure by reference. Then give it your own name for
CallbackName. That might make it easier to pull forward when 
upgrading.


Looking closer, I believe $skip_update was added just for this purpose
since it also can stop the update and is passed by reference. I think
setting $skip_update to 1 when you want to trigger the message should
do the trick.
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016



thank you very much.
its working now.

https://github.com/davewood/RT-Extension-WarnTicketTaken
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] SLA Extension change SLA on queue change

[Sally Ainsley]

Hi Nick

We have the SLA field as Mandatory so when I move a ticket between queues I 
have to re-set the SLA to an SLA relevant for that queue before I can save it.

Sally 


-Original Message-
From: Nicholas Adams [mailto:nick.adams...@gmail.com] 
Sent: 27 June 2016 18:26
To: Sally Ainsley 
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA Extension change SLA on queue change

Sally, 

Tried this with unique alpha names for the SLA’s in between two queues. 

Still no such luck. Any other ideas?

Thank you!
Nick 

> On Jun 27, 2016, at 11:25 AM, Sally Ainsley 
>  wrote:
> 
> Maybe the default only works when the SLA is blank in which case it wouldn’t 
> work when you change queues.  I guess you could try having very different 
> names for the SLAs in each queue.
> 
> -Original Message-
> From: Nicholas Adams [mailto:nick.adams...@gmail.com]
> Sent: 27 June 2016 17:24
> To: Sally Ainsley 
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] SLA Extension change SLA on queue change
> 
> Hi Sally,
> 
> Thanks for the reply.
> 
> I believe I have the default SLA set but it does not apply when the queue is 
> changed.
> But I’m going to double check my defaults just in case I am mistaken. 
> 
> Thank you!
> Nick
> 
>> On Jun 27, 2016, at 11:22 AM, Sally Ainsley 
>>  wrote:
>> 
>> Hi Nick
>> 
>> Can you use a "default" SLA for each queue - then in theory when the 
>> ticket changed queue the SLA would update to be the default?
>> 
>> Not sure it would work but we have default SLAs for our queues as 
>> well as ones that are chosen by users.  (ie default is used the 
>> user/requestor leaves blank.
>> 
>> Sally
>> 
>> -Original Message-
>> From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On 
>> Behalf Of Nicholas Adams
>> Sent: 27 June 2016 17:20
>> To: rt-users@lists.bestpractical.com
>> Subject: [rt-users] SLA Extension change SLA on queue change
>> 
>> Good day,
>> 
>> I have successfully configured the SLA extension to apply SLA to new 
>> tickets within specific queues.
>> 
>> I wonder if there is a way that I can apply a new SLA to an existing 
>> ticket on queue change.
>> 
>> For example - ticket is created in queue Alpha and is automatically 
>> assigned an SLA of my choice.  A user moves the ticket from Alpha 
>> into queue Beta.  I would like for a new SLA to automatically be 
>> applied when the ticket is moved.
>> 
>> Any ideas on how I could accomplish this? 
>> 
>> Thanks
>> Nick
>> -
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Los Angeles - September, 2016
>> 
> 
> 


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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016