Re: [rt-users] Unassigning tickets does not work
Just a quick follow-up for the record. Problem was my fault : I have a scrip modifying a ticket owner as soon as someone works on the ticket. There are exceptions, like when the owner is changed. But RT4 changed the way the transaction stores this owner change : RT3: Type='Give', Field='Owner' RT4: Type='Set', Field='Owner' Hope this helps. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Unassigning tickets does not work
No clue ? Should I file a bug report ? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Unassigning tickets does not work
Since we upgraded from RT 3.8 to 4.0.4, we can't assign tickets to Nobody anymore. To anybody else works. When I give to someuser history says : JC Boggio - Given to someuser When I try to give to nobody, I get : JC Boggio - Not taken (These are free translations from french) Any clues ? Thanks, JC RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Unassigning tickets does not work
Thomas, Le 07/02/2012 16:22, Thomas Sibley a écrit : SELECT * FROM Users WHERE Name='Nobody'; rt3= SELECT * FROM Users WHERE Name='Nobody'; -[ RECORD 1 ]-+--- id| 6 name | Nobody password | *NO-PASSWORD* comments | Do not delete or modify this user. It is integral to RT's internal data structures signature | emailaddress | freeformcontactinfo | organization | realname | Nobody in particular nickname | lang | emailencoding | webencoding | externalcontactinfoid | contactinfosystem | externalauthid| authsystem| gecos | homephone | workphone | mobilephone | pagerphone| address1 | address2 | city | state | zip | country | timezone | pgpkey| creator | 1 created | 2009-04-06 09:31:34 lastupdatedby | 1 lastupdated | 2009-04-06 09:31:34 authtoken | SELECT u.Name, a.id, a.RightName, a.ObjectType, a.ObjectId, a.Creator, a.Created FROM ACL a join CachedGroupMembers cgm on a.PrincipalId = cgm.GroupId join Principals p on p.id = cgm.MemberId join Users u on u.id = p.id WHERE a.PrincipalType = 'Group' and u.Name = 'Nobody'; name | id | rightname | objecttype | objectid | creator | created +--+--++--+-+- Nobody |2 | OwnTicket| RT::System |1 | 0 | Nobody |9 | AdminGroup | RT::Group | 24 | 0 | Nobody |8 | AdminGroupMembership | RT::Group | 24 | 0 | Nobody |6 | CreateGroupDashboard | RT::Group | 24 | 0 | Nobody | 13 | DeleteGroupDashboard | RT::Group | 24 | 0 | Nobody | 11 | EditSavedSearches| RT::Group | 24 | 0 | Nobody | 12 | ModifyGroupDashboard | RT::Group | 24 | 0 | Nobody | 10 | ModifyOwnMembership | RT::Group | 24 | 0 | Nobody | 14 | SeeGroup | RT::Group | 24 | 0 | Nobody | 1336 | SeeGroup | RT::Group | 3358 | 0 | Nobody | 1339 | SeeGroup | RT::Group | 3975 | 0 | Nobody | 1351 | SeeGroup | RT::Group | 4372 | 0 | Nobody | 2904 | SeeGroup | RT::Group |66841 | 0 | Nobody | 15 | SeeGroupDashboard| RT::Group | 24 | 0 | Nobody |5 | ShowSavedSearches| RT::Group | 24 | 0 | RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Unassigning tickets does not work
Thomas, Le 07/02/2012 17:47, Thomas Sibley a écrit : Unless you're seeing problems in the logs, I think you're fine. Nobody displays as the Owner in the Basics section of the ticket display page, right? Nope, still me. I give the ticket to some coworker : select * from tickets where id=27155; id | effectiveid | queue | type | issuestatement | resolution | owner | subject | initialpriority | finalpriority | priority | timeestimated | timeworked | status | timeleft | told | starts| started | due | resolved | lastupdatedby | lastupdated | creator | created | disabled ---+-+---++++---+--+-+---+--+---+++--+--+-+-+-+-+---+-+-+-+-- 27155 | 27155 |33 | ticket | 0 | 0 | 104 | [0450757d] **Temps de réponse anormal - rca0450757dcpe01 | 0 | 0 |0 | 0 | 0 | open |0 | | 1970-01-01 00:00:00 | 2012-02-07 13:23:52 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |22 | 2012-02-07 19:13:07 | 19061 | 2012-02-07 13:14:20 |0 I steal the ticket : select * from tickets where id=27155; id | effectiveid | queue | type | issuestatement | resolution | owner | subject | initialpriority | finalpriority | priority | timeestimated | timeworked | status | timeleft | told | starts| started | due | resolved | lastupdatedby | lastupdated | creator | created | disabled ---+-+---++++---+--+-+---+--+---+++--+--+-+-+-+-+---+-+-+-+-- 27155 | 27155 |33 | ticket | 0 | 0 |22 | [0450757d] **Temps de réponse anormal - rca0450757dcpe01 | 0 | 0 |0 | 0 | 0 | open |0 | | 1970-01-01 00:00:00 | 2012-02-07 13:23:52 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |22 | 2012-02-07 19:08:19 | 19061 | 2012-02-07 13:14:20 |0 I change it to Nobody in particular : select * from tickets where id=27155; id | effectiveid | queue | type | issuestatement | resolution | owner | subject | initialpriority | finalpriority | priority | timeestimated | timeworked | status | timeleft | told | starts| started | due | resolved | lastupdatedby | lastupdated | creator | created | disabled ---+-+---++++---+--+-+---+--+---+++--+--+-+-+-+-+---+-+-+-+-- 27155 | 27155 |33 | ticket | 0 | 0 |22 | [0450757d] **Temps de réponse anormal - rca0450757dcpe01 | 0 | 0 |0 | 0 | 0 | open |0 | | 1970-01-01 00:00:00 | 2012-02-07 13:23:52 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |22 | 2012-02-07 19:09:34 | 19061 | 2012-02-07 13:14:20 |0 The yellow Results box says : Intervenant changé de cat à Nobody The history says : JC BOGGIO - Non pris Unfortunately, on the box underneath modify users for ticket 27155, I see myself. Same thing on Ticket metadata page. And as you see on the query, owner is not 6. select id,name from users where id in (1,6,22); id | name +--- 1 | RT_System 6 | Nobody 22 | cat Nothing in /var/log/apache2/error.log RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Adding AdminCCs on ticket creation
Ken, Ken Crocker a écrit : I created something similar to this only it was for Ticket CC's. I've found two interesting pages on the wiki, this one being the solution : http://wiki.bestpractical.com/view/AddWatcherPerTicket This one is quite interesting too : http://wiki.bestpractical.com/view/ScripExecOrder Thanks for pointing me there. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding AdminCCs on ticket creation
Hello,
I need the following behaviour : when a ticket is created (in default queue),
if the suject contains [PRH] I must notify some special persons.
I first tried to change the ticket's queue but only the AdminCCs of the
default queue are notified.
So I tried adding the users during the creation process with this scrip :
=
Condition: during a transaction
Action: user defined
Template: Null
Stage: TransactionCreate
Custom action preparation code:
my $Ticket=$self-TicketObj;
my $Transaction = $self-TransactionObj;
if ($Ticket-Subject =~ /\[PRH\]/) {
$Ticket-SetQueue(20);
my $admincclist = $Ticket-AdminCc;
my $user = RT::User-new($RT::SystemUser);
my @comptes = (
'some...@somedomain.com'
,'ot...@somedomain.com'
);
foreach my $c(@comptes) {
$user-LoadByEmail($c);
$admincclist-AddMember($user-Id);
}
}
return 1;
=
Everything works but TOO LATE : ticket is moved to queue 20 and
AdminCCs are added to the ticket but they don't get the initial
(ticket creation ACK) email :
Fri Nov 06 14:59:41 2009: Request 3482 was acted upon.
Transaction: Ticket created by jcboggio
Queue: Default queue
Subject: Test [PRH] - NE PAS REPONDRE
Owner: Nobody
Requestor: jcbog...@somedomain.com
État: new
Ticket URL: https://rt.somedomain.com/rt/Ticket/Display.html?id=3482
All the persons in the BCC are those from default queue.
How can I do this ? Can I re-emit this email afterwards ? any solution
is acceptable : my boss puts me under high pressure on this topic.
Thanks for your help,
JC
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