Re: [rt-users] Monitor who has logged in
I think you may look at your system log files. My RT is running in Ubuntu and every login is writen in my syslog file. On Mon, Jun 14, 2010 at 10:57 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - We have students that work our help desk and the manager of the desk would like to be able to make sure that students are logging in during their shifts. Is it possible to see who has logged into RT and when they, and from what IP? I thought I had come across a log that had this info, but I can't seem to find it anymore, maybe it doesn't exist and I'm making it up. Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. On Thu, Jun 3, 2010 at 11:46 AM, James Moseley jmose...@corp.xanadoo.comwrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Thank you for all your replays, For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some reason between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but MySQL is using UTC time, 4 hours ahead the real time. On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. Juan As James correctly stated, RT stores dates in the database in GMT and converts them for display in the UI. If you want to pull data directly from the DB, you will have to do your own conversion. If you are pulling from the API or the UI and getting the wrong date then that would be interesting. -kevin On Thu, Jun 3, 2010 at 11:46 AM, James Moseley [1] jmose...@corp.xanadoo.com wrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC [2] juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
OK, so what will be the best approach to resolve my issue? On Wed, Jun 9, 2010 at 11:53 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jun 09, 2010 at 11:31:28AM -0400, Juan N. DLC wrote: For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some reason between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but MySQL is using UTC time, 4 hours ahead the real time. RT stores dates in MySQL in UTC. It then converts on display. -kevin On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. Juan As James correctly stated, RT stores dates in the database in GMT and converts them for display in the UI. If you want to pull data directly from the DB, you will have to do your own conversion. If you are pulling from the API or the UI and getting the wrong date then that would be interesting. -kevin On Thu, Jun 3, 2010 at 11:46 AM, James Moseley [1][2] jmose...@corp.xanadoo.com wrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC [2][3] juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [4]http://rtbook.bestpractical.com References Visible links 1. mailto:falc...@bestpractical.com 2. mailto:jmose...@corp.xanadoo.com 3. mailto:juann@gmail.com 4. http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Jason, I have my system setup like it should for my area, even installed webmin to set the system clock and the hardware clock the same to see if that works and nothing. The problem is MySQL that is using UTC time instead AST like I want to. But thanks for the information you posted. On Wed, Jun 2, 2010 at 10:02 PM, Juan N. DLC juann@gmail.com wrote: Jason, Thank you for the input I will try this and give update later. On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios jmader...@kpu.net wrote: Juan, Time is a pain - Generally I do the following and it works well. 1. Set system clock to UTC 2. Set the correct timezone in the OS 3. Setup and run ntpd 4. Set the default Timezone according to RT Docs. In CentOS / RH world this is accomplished by running the setup utility. Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime I scanned the doc and it covers steps 1 to 3. Regards, Jason Maderios *From:* Juan N. DLC juann@gmail.com *Sent:* Wednesday, June 02, 2010 12:39 PM *To:* RT-Users@lists.bestpractical.com *Subject:* Re: [rt-users] RT email time I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; *Wed, 2 Jun 2010 18:30:53 -0400* Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; *Thu, 3 Jun 2010 00:35:50 +0400 (AST)* subject: time test Message-Id: 20100602203550.d227d48...@srthr31.xxx.com Date: Thu, 3 Jun 2010 00:35:45 +0400 (AST) From: we...@xxx.com (weoms) To: undisclosed-recipients:; Return-Path: we...@xxx.com X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) FILETIME=[33A39E00:01CB0293] On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) ra...@linuxia.de wrote: On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. On Thu, Jun 3, 2010 at 11:10 AM, Jason Maderios jmader...@kpu.net wrote: Juan, I believe that is correct behavior - Have you set the TZ in RT_Siteconfig? Example: Set($Timezone , 'America/Anchorage') Regards, Jason Maderios *From:* Juan N. DLC juann@gmail.com *Sent:* Thursday, June 03, 2010 5:48 AM *To:* RT-Users@lists.bestpractical.com *Subject:* Re: [rt-users] RT email time Jason, I have my system setup like it should for my area, even installed webmin to set the system clock and the hardware clock the same to see if that works and nothing. The problem is MySQL that is using UTC time instead AST like I want to. But thanks for the information you posted. On Wed, Jun 2, 2010 at 10:02 PM, Juan N. DLC juann@gmail.com wrote: Jason, Thank you for the input I will try this and give update later. On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios jmader...@kpu.net wrote: Juan, Time is a pain - Generally I do the following and it works well. 1. Set system clock to UTC 2. Set the correct timezone in the OS 3. Setup and run ntpd 4. Set the default Timezone according to RT Docs. In CentOS / RH world this is accomplished by running the setup utility. Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime I scanned the doc and it covers steps 1 to 3. Regards, Jason Maderios *From:* Juan N. DLC juann@gmail.com *Sent:* Wednesday, June 02, 2010 12:39 PM *To:* RT-Users@lists.bestpractical.com *Subject:* Re: [rt-users] RT email time I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; *Wed, 2 Jun 2010 18:30:53 -0400* Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; *Thu, 3 Jun 2010 00:35:50 +0400 (AST)* subject: time test Message-Id: 20100602203550.d227d48...@srthr31.xxx.com Date: Thu, 3 Jun 2010 00:35:45 +0400 (AST) From: we...@xxx.com (weoms) To: undisclosed-recipients:; Return-Path: we...@xxx.com X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) FILETIME=[33A39E00:01CB0293] On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) ra...@linuxia.de wrote: On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT email time
Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 Any configuration should I need to look at? Can someone point me to where look? Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TimeStamp problem
Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 In MySQL - the ticket information have this same time Any configuration should I need to look at? Can someone point me to where look? Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket TimeStamp problem
Hi, For some reason my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 In MySQL - the ticket information have this same time. I checked MySQL server variable : time_zone SYSTEM Ubuntu Server configuration: Current default time zone: 'America/Puerto_Rico' Local time is now: Wed Jun 2 15:23:01 AST 2010. Universal Time is now: Wed Jun 2 19:23:01 UTC 2010. Any configuration should I need to look at? Can someone point me to where look? Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Hi, In my RT_SiteConfig.pm i have this: # Time Zone: Set($Timezone , 'America/Puerto_Rico'); On Wed, Jun 2, 2010 at 3:31 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 08:13 PM, Juan N. DLC wrote: Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dateshttps://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 Any configuration should I need to look at? Can someone point me to where look? What about $Timezone setting in RT_SiteConfig.pm. Debian packages are using: Set($Timezone, `/bin/date +%Z`); Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
yes, that is the problem I'm having. Any thoughts? On Wed, Jun 2, 2010 at 3:43 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 09:39 PM, Juan N. DLC wrote: Hi, I have this in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); OK, so the times are showing up correctly in the RT web interface, but not on email sent? Maybe you need to tweak your system time zone as well!? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Racke, we...@srthr31:~$ /bin/date +%Z AST we...@srthr31:~$ uname -a Linux SRTHR31 2.6.31-16-generic-pae #53-Ubuntu SMP Tue Dec 8 05:20:21 UTC 2009 i686 GNU/Linux we...@srthr31:~$ cat /etc/issue Ubuntu 9.10 \n \l On Wed, Jun 2, 2010 at 4:00 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 09:46 PM, Juan N. DLC wrote: yes, that is the problem I'm having. Any thoughts? Which distribution do you run? What is the output of date +%Z? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; *Wed, 2 Jun 2010 18:30:53 -0400* Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; *Thu, 3 Jun 2010 00:35:50 +0400 (AST)* subject: time test Message-Id: 20100602203550.d227d48...@srthr31.xxx.com Date: Thu, 3 Jun 2010 00:35:45 +0400 (AST) From: we...@xxx.com (weoms) To: undisclosed-recipients:; Return-Path: we...@xxx.com X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) FILETIME=[33A39E00:01CB0293] On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Jason, Thank you for the input I will try this and give update later. On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios jmader...@kpu.net wrote: Juan, Time is a pain - Generally I do the following and it works well. 1. Set system clock to UTC 2. Set the correct timezone in the OS 3. Setup and run ntpd 4. Set the default Timezone according to RT Docs. In CentOS / RH world this is accomplished by running the setup utility. Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime I scanned the doc and it covers steps 1 to 3. Regards, Jason Maderios *From:* Juan N. DLC juann@gmail.com *Sent:* Wednesday, June 02, 2010 12:39 PM *To:* RT-Users@lists.bestpractical.com *Subject:* Re: [rt-users] RT email time I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; *Wed, 2 Jun 2010 18:30:53 -0400* Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; *Thu, 3 Jun 2010 00:35:50 +0400 (AST)* subject: time test Message-Id: 20100602203550.d227d48...@srthr31.xxx.com Date: Thu, 3 Jun 2010 00:35:45 +0400 (AST) From: we...@xxx.com (weoms) To: undisclosed-recipients:; Return-Path: we...@xxx.com X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) FILETIME=[33A39E00:01CB0293] On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ChangeLogo
Where did you pont you'r new logo? On Fri, May 28, 2010 at 3:56 PM, Troy Knabe kn...@4j.lane.edu wrote: So I am following this doc: http://wiki.bestpractical.com/view/ChangeLogo But I cannot seem to get the new logo to display. I am running 3.8.8. I am running under the assumption that I need to be setting the variables in RT_SiteConfig.pm, correct? -- Troy Knabe kn...@4j.lane.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DueDate updater
Hi, For some time I’m looking for a scrip that update the DueDate for the ticket when OnQueueChange action. I have like 13 queues all with different DueDates. I found this scrip for UpdatePriority: http://wiki.bestpractical.com/view/UpdatePriority and I was trying to modify It for my need but no luck. Also, I’m not that good in programming either. I will appreciate if someone could give me a hand on this. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] DueDate updater
Hi, For some time I’m looking for a scrip that update the DueDate for the ticket when OnQueueChange action. I have like 13 queues all with different DueDates. I found this scrip for UpdatePriority: http://wiki.bestpractical.com/view/UpdatePriority and I was trying to modify It for my need but no luck. Also, I’m not that good in programming either. I will appreciate if someone could give me a hand on this. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] not send email to user
Hi guys, I need some help or advise. I have my RT to receive emails and send it to an specific queue and it sends a replay to the author(sender) but I have a server monitoring application that sends emails when something is off. I want my rt to NOT send a replay to that email due to the monitoring application is not programed to receive emails and its keeps looping back. How can i do that? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] scrip for updating ticket info
Hi, Is it possible to have a scrip to modify the due date priority of a ticket each time is moved from queue to queue? Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] scrip for updating ticket info
Thanks guys! Ken, I'm not that expert creating scrips, but I do understand the scrip below but I don't know how to edit it to set the values that I need. How to I get the values from the queue moving to and apply it to the ticket. Thanks On Wed, Dec 16, 2009 at 1:08 PM, Ken Crocker kfcroc...@lbl.gov wrote: Juan We re-set the owner of a ticket when it moves to another Queue. This is what we use: Condition: On Queue Change # # Custom action preparation code: # return 1; # # Custom action cleanup code: # # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetOwner(10, 'Force'); return 1; Just modify it to change the ticket fields you want change and that should do it. Hope this helps. Kenn LBNL On 12/16/2009 6:45 AM, Juan N. DLC wrote: Hi, Is it possible to have a scrip to modify the due date priority of a ticket each time is moved from queue to queue? Thanks -- ___http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Scrip for ticket move
I can't get this to work. Coould you give me a hand? thanks On Mon, Nov 2, 2009 at 9:15 AM, Emmanuel Lacour elac...@easter-eggs.comwrote: On Wed, Oct 28, 2009 at 09:02:09AM -0400, Juan N. DLC wrote: Hi to all, I want to know if someone have a scrip that make a ticket get the priority and duedate from the queue is moving to. ej. Ticket#001 in queue#1 with duedate 1/priority 3 Ticket#001 have now a dudedate1 and priority 3 when the Ticket#001 is moved to queue#2 with duedate 3 / priority 1 - The ticket still have the queue#1 duedate/priority settings. Can some one be so kind to point me to the right direction here or can give me a scrip for this. You have to create a scrip On queue change, in this scrip, get the new queue something like this: my $queue_id = $self-TransactionObj-NewValue; my $queue = RT::Queue-new( $RT::SystemUser ); $queue-Load($queue_id); get values for duedate and priority: $queue-DefaultDueIn; $queue-InitialPriority; use those values to set them on the ticket: # Priority $self-TicketObj-SetPriority($queue-InitialPriority); # Due Date my $due_date = RT::Date-new($RT::SystemUser); $due_date-Set(Format = 'ISO', Value = $self-TicketObj-Due); $due_date-AddDays($queue-InitialPriority); $self-TicketObj-SetDue($due_date-ISO); ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Scrip for ticket move
Thanks, I will try to generate, On Mon, Nov 2, 2009 at 9:15 AM, Emmanuel Lacour elac...@easter-eggs.comwrote: On Wed, Oct 28, 2009 at 09:02:09AM -0400, Juan N. DLC wrote: Hi to all, I want to know if someone have a scrip that make a ticket get the priority and duedate from the queue is moving to. ej. Ticket#001 in queue#1 with duedate 1/priority 3 Ticket#001 have now a dudedate1 and priority 3 when the Ticket#001 is moved to queue#2 with duedate 3 / priority 1 - The ticket still have the queue#1 duedate/priority settings. Can some one be so kind to point me to the right direction here or can give me a scrip for this. You have to create a scrip On queue change, in this scrip, get the new queue something like this: my $queue_id = $self-TransactionObj-NewValue; my $queue = RT::Queue-new( $RT::SystemUser ); $queue-Load($queue_id); get values for duedate and priority: $queue-DefaultDueIn; $queue-InitialPriority; use those values to set them on the ticket: # Priority $self-TicketObj-SetPriority($queue-InitialPriority); # Due Date my $due_date = RT::Date-new($RT::SystemUser); $due_date-Set(Format = 'ISO', Value = $self-TicketObj-Due); $due_date-AddDays($queue-InitialPriority); $self-TicketObj-SetDue($due_date-ISO); ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Scrip for ticket move
Hi to all, I want to know if someone have a scrip that make a ticket get the priority and duedate from the queue is moving to. ej. Ticket#001 in queue#1 with duedate 1/priority 3 Ticket#001 have now a dudedate1 and priority 3 when the Ticket#001 is moved to queue#2 with duedate 3 / priority 1 - The ticket still have the queue#1 duedate/priority settings. Can some one be so kind to point me to the right direction here or can give me a scrip for this. Thanks using RT 3.8.5 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket Inherit properties
Hi, i was trying to create a scip that trys to set the DueDate/Priority to a ticket each time you change the ticket from queue. Ex: Ticket #001 Queue1: Test (priority default:1 / duedate default:1) Ticket moved to Queue2 (priority default:5 / duedate default:3) when moved, ticket still with properties from Queue1 Anyone have a scrip like this or someone can help me with this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
