Re: [rt-users] Problem with extension RepeatTicket

2015-08-31 Thread Moose
There is no problem with Repeat Ticket (that I am aware of), the problem was
between our ears! It seems that we both misunderstood how these recurrences
work.

The four cronjobs are doing exactly what they should. As are the ticket
recurrence settings.

Basically, the repeated ticket due date is controlled by the "Ticket lead
time" setting. The repeated ticket starts date is controlled by the
"Recurrence pattern".

These are what we should have been paying attention to, not the ticket
creation event. The cronjob may create a repeated ticket on Monday but that
repeated ticket will not be due to start until the following Thursday.







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Re: [rt-users] Problem with extension RepeatTicket

2015-08-25 Thread Moose
Hmmm... I'm unsure what is causing that for you.

When I open a console window and run the 'daily' command on it's own
(/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
--type daily) then ALL daily recurrence tickets get repeated, regardless of
the day of the week I have chosen on the Ticket Recurrence tab.

The same happens for the 'weekly' 'monthly'  'yearly' commands when dealing
with 'weekly', 'monthly'  'yearly' recurrence tickets. This is why I
created the 4 cronjobs - to workaround the fact that individual recurrence
settings were actually being ignored.

The cronjobs are *supposed* to separately target each of the 4 types of
recurrence ticket. They are timed for the start of the day/week/month/year
and /should/ only fire for the relevant type of recurrence.








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Re: [rt-users] Problem with extension RepeatTicket

2015-08-24 Thread Moose
Excuse the delay in my response - I was not at work on Friday. 

After reading your comments I re-examined my settings for RepeatTicket and
it turns out I was incorrect about my cronjob - Repeated tickets were not
being created how I expected.

I have now made four separate cronjobs as a temporary work-around until I
find out why the Ticket Recurrence settings are not working as expected.

Here they are:
1. 30 08 * * *
/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
--type daily  - Fires at 8:30am daily.
2. 30 08 * * 1
/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
--type weekly - Fires at 8:30am on Monday of every week.
3. 30 08 1 * *
/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
--type monthly - Fires at 8:30am on the first day of every month.
4. 30 08 1 1 *
/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
--type yearly - Fires at 8:30am on the first month of every year.




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Re: [rt-users] Problem with extension RepeatTicket

2015-08-20 Thread Moose
I just set up the RepeatTicket extension last week - for the first time. I've
been doing some testing and it seems to all be working. Here is how I
installed it (for reference).


1. Install the extension manually (allowing CPAN to update dependencies
following the make command).
   - 1.1 Ensure to run make initdb after successful installation.
2. Add the extension to the plugins at the beginning of RT_SiteConfig.pm -
(Use Set(@Plugins, qw(RT::Extension::RepeatTicket)); for RT4.0 and up).
   - 2.1 If there is more than one extension add it like this - 
 Set(@Plugins, qw(
RT::Extension::LDAPImport
RT::Extension::RepeatTicket
 ));
3. Configure RepeatTicket defaults in RT_SiteConfig.pm. Add these lines:
   - Set($RepeatTicketCoexistentNumber, 1);
   - Set($RepeatTicketLeadTime, 7);
   - Set($RepeatTicketSubjectFormat, '__Due__ __Subject__');
4. Find the file rt-repeat-ticket. It is in the folder /bin of the
RT-RepeatTicket installation. For me that was
usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin.
5. Create a cronjob - as root user - by typing crontab -e. Mine looks like
this: 0 08 * * *
/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket.
(This will run at 8:00am every morning).
6. Clear RT's mason cache and reboot apache.


You should now be able to configure the rest of the settings from the
Recurrence tab on a ticket.  I have a ticket set to only repeat on Friday
of each week and it just fired as expected this morning - no extra instances
for the previous days of the week.

Hope this helps...

- Max



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Re: [rt-users] List of Transaction Types

2015-06-23 Thread Moose
While I don't have a complete list of transaction types for you, I do have a
scrip that will write relevant transaction/ticket info to the logs. 

Condition: On transaction
Action: User Defined
Template: Blank
Stage: TransactionCreate

Custom Action Prep Code:
$RT::Logger-debug(  TRANSACTION TYPE: . $self-TransactionObj-Type
. \n );
$RT::Logger-debug(  TRANSACTION FIELD: . $self-TransactionObj-Field
. \n );
$RT::Logger-debug(  TRANSACTION CONTENT: .
$self-TransactionObj-Content . \n );
$RT::Logger-debug(  TRANSACTION OLD VALUE: .
$self-TransactionObj-OldValue . \n );
$RT::Logger-debug(  TRANSACTION NEW VALUE: .
$self-TransactionObj-NewValue . \n );
$RT::Logger-debug(  TICKET QUEUE : . $self-TicketObj-QueueObj-Name
. \n );
$RT::Logger-debug(  TICKET ID: . $self-TicketObj-Id . \n );



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Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

2015-01-19 Thread Moose
Just edit the relevant global scrip to do something like this: (Replace
QueueName01 and QueueName02)

Description:  On Correspond; Open Tickets
Condition: User Defined
Action: Open Tickets
Template: Global Template: Blank
Stage: TransactionCreate


# CUSTOM CONDITION:
if ($self-TicketObj-QueueObj-Name !~ /^(QueueName01|QueueName02)$/ ) {
   if ($self-TransactionObj-Type eq 'Correspond') {
 return 1;
  }
}



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[rt-users] Attachments

2014-08-25 Thread Moose
We have a workflow where when a ticket is created, a dependent approval
ticket is also created. This dependent is the Review stage for the
originating ticket before it hits the real Approvals stage and is
processed.

One of our users needs to be able to approve a Review by email (without
ever looking at RT due to network restrictions). This means he would need to
receive correspondence containing the originating ticket data, then respond
to that using keywords to approve. We have achieved this behaviour but
cannot call the originating ticket attachments.

If a file is attached to the original ticket when created, we need to also
attach it to the Review ticket and then mail it out with the Review
correspondence.

Here is our Review ticket create template which also emails the nominated
reviewer.

===Create-Ticket: Review Approval
RT-Attach-Message: yes
Subject: REVIEW [{$Tickets{TOP}-Id} - {$Tickets{TOP}-Subject}]
Depended-On-By: TOP
Queue: ReviewApproval
Owner: {$Tickets{TOP}-FirstCustomFieldValue('Nominate Reviewer');}
Requestors: {$Tickets{TOP}-RequestorAddresses}
Type: approval
Due: {time + 86400}
Content-Type: text/html
Content:
(CONTENT REMOVED)
ENDOFCONTENT

The following attempts haven't worked for us but outline what we are trying
to achieve;

Attachment: {$Tickets{TOP}-Attachments}

Attachment: {$Tickets{TOP}-Attachments-First}





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