[rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'
Hi, I am debugging a problem where the 'Started' Date is not being set when the ticket status changes from 'new' to 'open' or 'resolved'. I found the code for when the 'Started' date is set using 'SetStarted()' that changes the status from 'new' to 'open', but not the code setting the 'Started' field when the status changes. Can someone give me a pointer or an idea about where to look? Regards, Ken
Re: [rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'
On Fri, Sep 11, 2015 at 10:48:12AM -0500, k...@rice.edu wrote: > Hi, > > I am debugging a problem where the 'Started' Date is not being > set when the ticket status changes from 'new' to 'open' or 'resolved'. > I found the code for when the 'Started' date is set using 'SetStarted()' > that changes the status from 'new' to 'open', but not the code setting > the 'Started' field when the status changes. Can someone give me a > pointer or an idea about where to look? > > Regards, > Ken > Just to follow-up. I made a global scrip to set the 'Started' date field when it is un-set and the transaction is a status change from 'new' to either 'open' or 'resolved'. I thought that this was handled by RT internally when the status changed from 'new' but I could not find any place in the code that handled it. Regards, Ken
Re: [rt-users] XLS export balks
> you would better use a branch for upstream and one for your (or many if > you have prod/staging/...). i really would like but i don't know how to run RT from the sources (it seems you need to install it somewhere and run it from this place). > It's easier when you need to upgrade RT or compare your patches with > upstream... i patch the installed versions and maintain my own repos :( this is sad and i would be really happy to change it. regards -- Marc Chantreux, Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux Direction Informatique, Université de Strasbourg (http://unistra.fr) "Don't believe everything you read on the Internet" -- Abraham Lincoln
[rt-users] RT Approvals
Hi I have setup approvals following this doc: https://www.bestpractical.com/docs/rt/4.2.12/customizing/approvals.html. I would like to setup multiple approvers based on a value in a custom field. Is this possible and if so can anybody point me in the right direction or to a doc that I can read that will help me to achieve this? Thank you Kobus -- Trustpay Global Limited is an authorised Electronic Money Institution regulated by the Financial Conduct Authority registration number 900043. Company No 07427913 Registered in England and Wales with registered address 130 Wood Street, London, EC2V 6DL, United Kingdom. For further details please visit our website at www.trustpayglobal.com. The information in this email and any attachments are confidential and remain the property of Trustpay Global Ltd unless agreed by contract. It is intended solely for the person to whom or the entity to which it is addressed. If you are not the intended recipient you may not use, disclose, copy, distribute, print or rely on the content of this email or its attachments. If this email has been received by you in error please advise the sender and delete the email from your system. Trustpay Global Ltd does not accept any liability for any personal view expressed in this message.
Re: [rt-users] XLS export balks
Le 11/09/2015 15:45, Marc Chantreux a écrit :
>> you would better use a branch for upstream and one for your (or many if
>> you have prod/staging/...).
>
> i really would like but i don't know how to run RT from the sources
> (it seems you need to install it somewhere and run it from this place).
>
>> It's easier when you need to upgrade RT or compare your patches with
>> upstream...
>
> i patch the installed versions and maintain my own repos :( this is sad
> and i would be really happy to change it.
>
>
I ended up storing a configured version in my upstream branch for the
same problem.
So here is the process used here:
- I do a clean ./configure ... and make install of RT (no edition of
config files)
- I put this in git in a branch upstrean/4.2 and tag the release
- I checkout this in a branch "prod"
- I make my custom configuration/patches in prod
- when I need to install an extension, I first install it in upstream
branch and merge it in prod (thus I can patch it in prod if needed)
a new RT release comes:
- I run the same ./configure...make install as previously done
- I put the result in upstream branch and commit this as upgrade to RT 4.2.x
- I merge upstream in prod
you can do it with pure sources, but you won't be able to "easily"
deploy it on servers.
And FYI our developpement rules:
For html files
- uses callback and put them in local directory
- no callback, add the missing one in share/html (patch) (submit it to
upstream if it may be of any interest for anyone else) and add the
callback file in local directory
- need a new mason component: put it in local/html directory
- need to really patch an existing one: do it in place in share/html
(*never copy the file to local dir*, upgrades will be a pain!)
For lib files
- put new methods in local/lib/RT/xxx_Local.pm
- put new objects in local/lib/RT/...
- need to patch an existing method: try to do so by creating a
local/lib/RT/xxx_Local.pm with:
my $old_method = \
*Method = sub {
my $self = shift;
my %args = ( @_ );
$old_method->($self, @_);
- if you really need to patch the method, do it inplace in lib/RT/...,
*never copy a lib file/method to local dir* or upgrades will be a pain!
et voilà ;)
tip: I just discovered git "submodules" feature that may be used for RT
extensions ... maybe
--
Easter-eggs Spécialiste GNU/Linux
44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
Re: [rt-users] External module publication on CPAN?
Le 11/09/2015 15:58, Marc Chantreux a écrit : > Hello, > > I wrote a script to supply initial datas to RT from an spreadsheet > (excel and libreoffice are repported as working). if some advices > can be given about publishing it (on CPAN), it would be appreciated > (a good name for the module, a place to register it...). > > my module is on gh: > > > https://github.com/eiro/p5-rtx-provision-read-speadsheet/blob/master/bin/rt-provision-spreadsheet > > > and my cpan account is: > > https://metacpan.org/author/MARCC > > Have a look here (if not already) for technical aspects: https://bestpractical.com/docs/rt/4.2/writing_extensions.html -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
[rt-users] External module publication on CPAN?
Hello, I wrote a script to supply initial datas to RT from an spreadsheet (excel and libreoffice are repported as working). if some advices can be given about publishing it (on CPAN), it would be appreciated (a good name for the module, a place to register it...). my module is on gh: https://github.com/eiro/p5-rtx-provision-read-speadsheet/blob/master/bin/rt-provision-spreadsheet and my cpan account is: https://metacpan.org/author/MARCC -- Marc Chantreux, Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux Direction Informatique, Université de Strasbourg (http://unistra.fr) "Don't believe everything you read on the Internet" -- Abraham Lincoln
