[rt-users] Resolved Reminders don't show in ticket history. Bug?

2017-02-27 Thread Josh Tackitt
Maybe this is a bug or maybe I just don't understand the intended behavior.

When someone creates a Reminder with me and the Owner I get an email
notifying me that a 'ticket was created'.  Great, everything is working
properly.

The email I receive has a helpful link to the Ticket.  This is the
'Reminder Ticket', and not the ticket where the Reminder was created.  I
guess you may call this the Parent, though though the relationship is not
shown in Links.  Everything is still great.

If I click that link and Resolve or Quick Resolve the Reminder Ticket, the
Parent Ticket History does not show the Reminder as 'completed'.  This is
not very great and is not the behavior I expected.  The History does show
that the Reminder was created, but that is only half of the story.  This
behavior is different than what happens when you select the checkbox to
'complete the reminder' on the ticket, which does log the completed
reminder in the history.


Re: [rt-users] Use lifecycle to set status and invoke Dates page?

2017-02-27 Thread Matt Zagrabelny
On Mon, Feb 27, 2017 at 9:56 AM, Peter Nikolaidis  wrote:
> Hi Matt,
>
> Thanks for the reply. What woudl be the callback/action to take someone to
> the Dates page for a ticket?

Have you used callbacks before? I ask because, while extremely useful,
they also have a learning curve. It helps to know where you are on the
curve.

And the official docs...

https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Callbacks
https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus

-m


Re: [rt-users] Regex in scrip won't match multi-line strings

2017-02-27 Thread Matt Zagrabelny
On Mon, Feb 27, 2017 at 9:48 AM, Peter Nikolaidis  wrote:
> Hi all,
>
> I'm trying to automatically resolve tickets that don't require any action.
> In this example, I receive a backup notification. I know it's a backup
> script result email based on the subject, and I know the backup was
> successful (and therefore I can auto-resolve the ticket) if another regex
> matches the body. When I match against the subject line alone, it works.
> However, when I try to match against the mutli-line body, it never matches
> (even though when I run the regex against the string in a test, it matches
> as expected).
>
> Are multi-line matches not an option, or do I need to test in another way?

From:

http://perldoc.perl.org/perlre.html

"""
Modifier m

Treat the string as multiple lines. That is, change "^" and "$" from
matching the start of the string's first line and the end of its last
line to matching the start and end of each line within the string.
"""
I almost always use /xms for my REs. This allows for significant
readability - at the cost of significant number of lines. Check out
Damian Conway's "Perl Best Practices" Regular Expression chapter.

-m


Re: [rt-users] Use lifecycle to set status and invoke Dates page?

2017-02-27 Thread Peter Nikolaidis
Hi Matt,

Thanks for the reply. What woudl be the callback/action to take someone to
the Dates page for a ticket?

Thanks again,

Peter

On Mon, Feb 27, 2017 at 9:22 AM, Matt Zagrabelny  wrote:

> Hi Peter,
>
> On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis 
> wrote:
> > Hi,
> >
> > I'd like to have a lifecycle action called "schedule," which would set
> the
> > ticket's status to "scheduled" and take the user to the ticket's Dates
> page
> > so they could set a due date. It's this possible?
>
> Just for clarity, the action isn't necessarily lifecycle related - it
> certainly could be, though. Statuses are a component of lifecyles,
> though.
>
> You can tweak the Actions menu to your desires. We do all sorts of
> modifications. There are Menu callbacks to inject your local tweaks
> into the Actions menu.
>
> -m
>



-- 
Peter Nikolaidis
CISSP

, GCFE 
, GCIH 
, GPPA 
, GSNA 
Paradigm Consulting Co.
MA:617.517.2940 * NH:603.676.7119 * VT:802.234.6368
http://pa.radigm.com


[rt-users] Regex in scrip won't match multi-line strings

2017-02-27 Thread Peter Nikolaidis
Hi all,

I'm trying to automatically resolve tickets that don't require any action.
In this example, I receive a backup notification. I know it's a backup
script result email based on the subject, and I know the backup was
successful (and therefore I can auto-resolve the ticket) if another regex
matches the body. When I match against the subject line alone, it works.
However, when I try to match against the mutli-line body, it never matches
(even though when I run the regex against the string in a test, it matches
as expected).

Are multi-line matches not an option, or do I need to test in another way?
This is an extract of the test I am running:

(($self->TicketObj->Subject =~ /Cron \ \/usr\/bin\/s3cmd sync
\/var\/spool\/blah\/ s3\:\/\/somes3buckethere\//) &&
($self->TicketObj->Body =~ /Done\. Uploaded \d* bytes in \d\.\d seconds/))

Thank you,

Peter
-- 
Peter Nikolaidis
CISSP

, GCFE 
, GCIH 
, GPPA 
, GSNA 
Paradigm Consulting Co.
MA:617.517.2940 <(617)%20517-2940> * NH:603.676.7119 <(603)%20676-7119>
* VT:802.234.6368 <(802)%20234-6368>
http://pa.radigm.com


Re: [rt-users] Use lifecycle to set status and invoke Dates page?

2017-02-27 Thread Matt Zagrabelny
Hi Peter,

On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis  wrote:
> Hi,
>
> I'd like to have a lifecycle action called "schedule," which would set the
> ticket's status to "scheduled" and take the user to the ticket's Dates page
> so they could set a due date. It's this possible?

Just for clarity, the action isn't necessarily lifecycle related - it
certainly could be, though. Statuses are a component of lifecyles,
though.

You can tweak the Actions menu to your desires. We do all sorts of
modifications. There are Menu callbacks to inject your local tweaks
into the Actions menu.

-m