Re: [rt-users] undoing a ticket merge or splitting a ticket
Brett Sheffield wrote: I accidentally merged one ticket with the wrong numbered other ticket (easy to do as I'm just keying a number into a freetext field on the links page - I imagine in a busy helpdesk this could happen quite often). Is there a simple way to undo this? After googling this, searching through the wiki and the rt-users archives I see lots of requests for a feature to 'split' tickets. eg. a ticket containing more than one request needing to be split in two. Whilst that would be nice, I think what I'm looking for is much simpler - the ability to undo a merge. For example [rt3] select id,EffectiveId from Tickets where id =6999; +--+-+ | id | EffectiveId | +--+-+ | 6999 |6842 | so, ticket #6999 merged into ticket #6842 for un-merge [rt3] update Tickets set EffectiveId=6999 where id=6999; -- Dmitriy Yermakov ___ 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] how to display latest modified tickets
Prasad Deshpande wrote: Hi , I am running RT 3.2.3 on Red Hat 9. I am facing below mentioned problem. In my helpdesk environment, there are owners which are working on multiple tickets. They communicate with the requestors through RT web interface. So to check the requestor's feedback, owner has to glance through all the tickets one by one allotted to him and see if somebody has replied back. If the no. of tickets are more then it becomes task in itself. So is there any way out so that owner will be informed on the last updated ticket from the main screen itself. If anybody has any suggestion or solution for above mentioned problem, please let me know the same. If me is right understading problem ;) try customising on html/Elements/MyTickets about 60 line number [A HREF=% $RT::WebPath %/Ticket/Update.html?id=%$Ticket-Id%|/lUpdate//A] +/SMALL STYLE=FONT-WEIGHT: BOLD;%$Ticket-LastUpdatedByObj-Name || '-'%/SMALL +/SMALL%$Ticket-LastUpdatedObj-AgeAsString || '-'%/SMALL +/TD And your will see who last updated ticket/how time ago on 10 highest priority tickets I own... screen Add who last updated ticket on Search result screen html/Search/Elements/TicketRow @@ -45,7 +45,7 @@ TDsmall%$Ticket-Requestors-MemberEmailAddressesAsString%/small/TD TDSMALL%$Ticket-CreatedObj-AgeAsString || '-'%/SMALL/TD TDSMALL%$Ticket-ToldObj-AgeAsString || '-'%/SMALL/TD -TDSMALL%$Ticket-LastUpdatedObj-AgeAsString || '-'%/SMALL/TD +TDSMALL%$Ticket-LastUpdatedObj-AgeAsString || '-'%/SMALL/SMALL STYLE=FONT-WEIGHT: BOLD;%$Ticket-LastUpdatedBy Obj-Name || '-'%/SMALL/TD TDSMALL%$Ticket-TimeLeft%/SMALL/TD /TR -- Dmitriy Yermakov ___ 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] attachment names problem
Marcin Bujak wrote:
any ideas ?
try change
#my $Filename = $Attachment-head-recommended_filename || eval {
# ${ $Attachment-head-{mail_hdr_hash}{'Content-Disposition'}[0] }
# =~ /^.*\bfilename=(.*)$/ ? $1 : ''
#};
my $ContentDisposition = eval { ${
$Attachment-head-{mail_hdr_hash}{'Content-Disposition'}[0]} };
my $Filename = eval { $ContentDisposition =~
/^.*\bfilename=(.*)$/ ? $1 : '' } ||
eval { $ContentDisposition =~ /^.*(.*)$/ ? $1 : '' };
on $RTHOME/lib/RT/Attachment_Overlay.pm
or custom file on $RTHOME/local/lib/RT/Attachment_Overlay.pm
For me it working with russian attach filenames perfectly.
--
Dmitriy Yermakov
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