Re: [rt-users] Action::EscalatePriority messing up my ticket history
Hi, that doesn't to the trick either I have to stick with EscalatePriority (for various reasons which are beyond the scope of this thread) an there these options are not available. In fact I cannot find any Option there that gives me a hint it might help me out. best regards, Bernd On 9 Oct 2008, at 12:38, Ham MI-ID, Torsten Brumm wrote: Hi Bernd, not sure for EscalatePriority Module, but for the RT::Action::LinearEscalate you can define to not mess um the history: --from the modul: You should prefix options with LinearEscalate_ in the config: Set( $LinearEscalate_RecordTransaction, 1 ); Set( $LinearEscalate_UpdateLastUpdated, 1 ); From a shell you can use the following command: rt-crontool --search RT::Search::FromSQL --search-arg \ (Status='new' OR Status='open' OR Status = 'stalled') \ --action RT::Action::LinearEscalate \ --action-arg RecordTransaction: 1 If i understand this correct, then set both to 0 will disable this. I think this module is doing more or less the same, but in a linear way. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/ Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] ] Im Auftrag von Bernd Kuhlen -WetterOnline- Gesendet: Donnerstag, 9. Oktober 2008 11:21 An: rt-users@lists.bestpractical.com Betreff: [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 ___ 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 Mit freundlichen Grüßen Best Regards Bernd Kuhlen Diplom-Meteorologe Diplom-Informatiker (FH) Leitung Systemadministration ___ WetterOnline Meteorologische Dienstleistungen GmbH Am Rheindorfer Ufer 2 D-53117 Bonn Amtsgericht Bonn | HRB Nummer 008664 Geschäftsführer: Dr. Joachim Klaßen Fon: +49 (0) 228 55937-73 Fax: +49 (0) 228 55937-80 Mobil: +49 (0) 177 8214319 E-Mail: [EMAIL PROTECTED] Web: http://www.wetteronline-gmbh.de ___ ___ 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] Action::EscalatePriority messing up my ticket history
Hi Bernd, not sure for EscalatePriority Module, but for the RT::Action::LinearEscalate you can define to not mess um the history: --from the modul: You should prefix options with LinearEscalate_ in the config: Set( $LinearEscalate_RecordTransaction, 1 ); Set( $LinearEscalate_UpdateLastUpdated, 1 ); From a shell you can use the following command: rt-crontool --search RT::Search::FromSQL --search-arg \ (Status='new' OR Status='open' OR Status = 'stalled') \ --action RT::Action::LinearEscalate \ --action-arg RecordTransaction: 1 If i understand this correct, then set both to 0 will disable this. I think this module is doing more or less the same, but in a linear way. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Bernd Kuhlen -WetterOnline- Gesendet: Donnerstag, 9. Oktober 2008 11:21 An: rt-users@lists.bestpractical.com Betreff: [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 ___ 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] 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: rt-users@lists.bestpractical.com
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
___
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
Mit freundlichen Grüßen
Best Regards
Bernd Kuhlen
Diplom-Meteorologe
Diplom-Informatiker (FH)
Leitung Systemadministration
___
WetterOnline
Meteorologische Dienstleistungen GmbH
Am Rheindorfer Ufer 2
D-53117 Bonn
Amtsgericht Bonn | HRB Nummer 008664
Geschäftsführer: Dr. Joachim Klaßen
Fon: +49 (0) 228 55937-73
Fax: +49 (0) 228 55937-80
Mobil: +49 (0) 177 8214319
E-Mail: [EMAIL PROTECTED]
Web: http://www.wetteronline-gmbh.de
___
___
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] Action::EscalatePriority messing up my ticket history
Kuhlen -WetterOnline- [mailto:[EMAIL PROTECTED]
]
Sent: 09 October 2008 11:38
To: Alex Young; rt-users@lists.bestpractical.com
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: rt-users@lists.bestpractical.com
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
___
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] Action::EscalatePriority messing up my ticket history
All I ever do is mkdir each directly that is needed by a script. I never
edit anything into the /opt/rt3/share/ folder. I always copy the
files I want to edit from there to /opt/rt3/local/
Check out Using the 'local' directory here:
http://wiki.bestpractical.com/view/CleanlyCustomizeRT
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Bernd
Kuhlen -WetterOnline-
Sent: 09 October 2008 14:10
To: Bernd Kuhlen -WetterOnline-; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket
history
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')
: 'nbsp;';
my $titleright;
if ($ShowDisplayModes) {
$titleright = '';
if ($ShowHeaders) {
$titleright .= qq{a href=$URIFile?id=} .
$Ticket-id.qq{} .
loc(Brief headers) .
qq{/a mdash; };
$titleright .= q[span class=selected] . loc(Full
headers) . /span;
}
else {
$titleright .= q[span class=selected] . loc(Brief
headers) . /span mdash; ;
$titleright .= qq{a href=$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
[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 ___ 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
