<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Thanks a lot, I think I finally got to the point. I was mistaken about the right directory path. I accidentally installied my mycallback-dirtree in the <rt-root>-directory rather than <rt-root>/local ... that's all.<div>best regards,</div><div>Bernd</div><div><br><div><div><div><div>On 9 Oct 2008, at 15:15, Alex Young wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 14px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0; "><div lang="EN-GB" link="blue" vlink="purple" style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div class="Section1"><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: rgb(31, 73, 125); ">All I ever do is mkdir each directly that is needed by a script. I never edit anything into the /opt/rt3/share/.... folder. I always copy the files I want to edit from there to /opt/rt3/local/....<o:p></o:p></span></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">Check out<span class="Apple-converted-space"> </span><b>Using the ‘local’ directory</b><span class="Apple-converted-space"> </span>here:<span class="Apple-converted-space"> </span><a href="http://wiki.bestpractical.com/view/CleanlyCustomizeRT" style="color: blue; text-decoration: underline; ">http://wiki.bestpractical.com/view/CleanlyCustomizeRT</a><o:p></o:p></span></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div><div><div style="border-right-style: none; border-bottom-style: none; border-left-style: none; border-width: initial; border-color: initial; border-top-style: solid; border-top-color: rgb(181, 196, 223); border-top-width: 1pt; padding-top: 3pt; padding-right: 0cm; padding-bottom: 0cm; padding-left: 0cm; "><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><b><span lang="EN-US" style="font-size: 10pt; font-family: Tahoma, sans-serif; ">From:</span></b><span lang="EN-US" style="font-size: 10pt; font-family: Tahoma, sans-serif; "><span class="Apple-converted-space"> </span><a href="mailto:rt-users-bounces@lists.bestpractical.com" style="color: blue; text-decoration: underline; ">rt-users-bounces@lists.bestpractical.com</a><span class="Apple-converted-space"> </span>[<a href="mailto:rt-users-bounces@lists.bestpractical.com" style="color: blue; text-decoration: underline; ">mailto:rt-users-bounces@lists.bestpractical.com</a>]<span class="Apple-converted-space"> </span><b>On Behalf Of<span class="Apple-converted-space"> </span></b>Bernd Kuhlen -WetterOnline-<br><b>Sent:</b><span class="Apple-converted-space"> </span>09 October 2008 14:10<br><b>To:</b><span class="Apple-converted-space"> </span>Bernd Kuhlen -WetterOnline-;<span class="Apple-converted-space"> </span><a href="mailto:rt-users@lists.bestpractical.com" style="color: blue; text-decoration: underline; ">rt-users@lists.bestpractical.com</a><br><b>Subject:</b><span class="Apple-converted-space"> </span>Re: [rt-users] Action::EscalatePriority messing up my ticket history<o:p></o:p></span></div></div></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">Hi Alex,<o:p></o:p></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">I think I know the core of my problem. The whole directory ./Callbacks/MyCallbacks.... hasn't existed before so I just made a "mkdir" to have it in my directory-tree.<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">But the RT doesn't know about the existence of this directory (it's not configured anywhere). That's why it's not working out, I guess.<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">I have a file called "ShowHistory" in my >rt-root>/html/Ticket/Elements/ShowHistory. I'm pretty sure somewhere within this file I have to do the changes<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">I dump it for you (in case you have the time, please feel free just to skip this mail if you're busy ..)<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><%perl><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">if ($ShowDisplayModes or $ShowTitle) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> my $title = $ShowTitle<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> ? loc('History')<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> : ' ';<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> my $titleright;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> if ($ShowDisplayModes) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $titleright = '';<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> if ($ShowHeaders) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $titleright .= qq{<a href="$URIFile?id=} .<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $Ticket->id.qq{">} .<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> loc("Brief headers") . <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> qq{</a> — };<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $titleright .= q[<span class="selected">] . loc("Full headers") . "</span>";<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> }<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> else {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $titleright .= q[<span class="selected">] . loc("Brief headers") . "</span> — ";<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $titleright .= qq{<a href="$URIFile?ShowHeaders=1;id=} .<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $Ticket->id.qq{">} .<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> loc("Full headers") .<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> qq{</a>};<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> }<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> }<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "></%perl><o:p></o:p></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><div class="history"><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><& /Widgets/TitleBoxStart, title => $title, titleright_raw => $titleright &><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">% }<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><div id="ticket-history"><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><%perl><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">my @attachments = @{$Attachments->ItemsArrayRef()};<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">while ( my $Transaction = $Transactions->Next ) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> my $skip = 0;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $m->callback(<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> %ARGS, <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> Transaction => $Transaction,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> skip => \$skip,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> CallbackName => 'SkipTransaction',<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> );<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> next if $skip;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $i++;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> my $trans_content = {};<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_) } @attachment_content;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> my $IsLastTransaction = 0;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> if ( $OldestFirst ) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $IsLastTransaction = $Transactions->IsLast;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> } else {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $IsLastTransaction = 1 if ( $i == 1 );<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> }<o:p></o:p></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> #Args is first because we're clobbering the "Attachments" parameter<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $m->comp( 'ShowTransaction',<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> %ARGS,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> Ticket => $Ticket,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> Transaction => $Transaction,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> ShowHeaders => $ShowHeaders,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> RowNum => $i,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> Attachments => \@trans_attachments,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> AttachmentContent => $trans_content,<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> LastTransaction => $IsLastTransaction<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> );<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "># manually flush the content buffer after each txn, so the user sees<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "># some update<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$m->flush_buffer();<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">}<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "></%perl><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "></div> <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">% if ($ShowDisplayModes or $ShowTitle) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><& /Widgets/TitleBoxEnd &><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">% }<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "></div><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><%INIT><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">my $Transactions = new RT::Transactions($session{'CurrentUser'});<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">if ($Tickets) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> while (my $t = $Tickets->Next) {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $Transactions->LimitToTicket($t->id);<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> }<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">} else {<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> $Transactions = $Ticket->Transactions;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">}<o:p></o:p></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst', $session{'CurrentUser'} );<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">my $SortOrder = $OldestFirst? 'ASC': 'DESC';<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$Transactions->OrderByCols( { FIELD => 'Created',<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> ORDER => $SortOrder },<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> { FIELD => 'id',<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> ORDER => $SortOrder },<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> );<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">my $i;<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$Attachments ||= $m->comp('/Ticket/Elements/FindAttachments', Ticket => $Ticket, Tickets => $Tickets || undef);<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$AttachmentContent ||= $m->comp('/Ticket/Elements/LoadTextAttachments', Ticket => $Ticket);<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "></%INIT><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><%ARGS> <o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html"<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$Ticket => undef<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$Tickets => undef<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$Attachments => undef<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$AttachmentContent => undef<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$ShowHeaders => undef<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$ShowTitle => 1<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$ShowDisplayModes => 1<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$WarnUnsigned => undef<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "></%ARGS><o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "> <o:p></o:p></div></div></div></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote:<o:p></o:p></div></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><br><br><o:p></o:p></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">thanks a lot. <o:p></o:p></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">I'll check this out.<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">On 9 Oct 2008, at 14:39, Alex Young wrote:<o:p></o:p></div></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><br><br><o:p></o:p></div><div><div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: rgb(31, 73, 125); ">Here is a copy of my file</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: rgb(31, 73, 125); ">/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: rgb(31, 73, 125); "> </span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><%init></span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1 | $Transaction->Creator eq 12));</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "></%init></span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><%args></span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">$Transaction => undef</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">$skip => undef</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">$_SkipSystemMessages => undef</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "></%args></span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "> </span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">Creator ID 1 is RT_System, which pops up when you send emails out and other systems.</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">Creator ID 12 is the linux/RT user which runs the escelate job.</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "> </span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">All it is doing is seeing who created the transaction, and if its user number 1 or 12, it skips it.</span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "> </span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">You will need ot find out the user ID number for the user running the escelate job. You can od this by looking in the user list. The nuber to the left is the number you would want to put into the<span class="apple-converted-space"> </span><i>“Creator eq XX”</i><span class="apple-converted-space"> </span>bit of the code.</span><span style="color: black; "><o:p></o:p></span></div></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: rgb(31, 73, 125); "> </span><span style="color: black; "><o:p></o:p></span></div></div><div><div style="border-right-style: none; border-bottom-style: none; border-left-style: none; border-width: initial; border-color: initial; border-top-style: solid; padding-top: 3pt; padding-right: 0cm; padding-bottom: 0cm; padding-left: 0cm; border-width: initial; border-color: initial; "><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><b><span lang="EN-US" style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; ">From:</span></b><span class="apple-converted-space"><span lang="EN-US" style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; "> </span></span><span lang="EN-US" style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; ">Bernd Kuhlen -WetterOnline- [<a href="mailto:bernd.kuhlen@wetteronline.de" style="color: blue; text-decoration: underline; ">mailto:bernd.kuhlen@wetteronline.de</a>]<span class="apple-converted-space"> </span><br><b>Sent:</b><span class="apple-converted-space"> </span>09 October 2008 11:38<br><b>To:</b><span class="apple-converted-space"> </span>Alex Young;<span class="apple-converted-space"> </span><a href="mailto:rt-users@lists.bestpractical.com" style="color: blue; text-decoration: underline; ">rt-users@lists.bestpractical.com</a><br><b>Cc:</b><span class="apple-converted-space"> </span>Bernd Kuhlen -WetterOnline-<br><b>Subject:</b><span class="apple-converted-space"> </span>Re: [rt-users] Action::EscalatePriority messing up my ticket history</span><span style="color: black; "><o:p></o:p></span></div></div></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">Dear Alex, Dear List,<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">thanks for your quick response. I should add that I'm using RT-3.8.1 on FreeBSD6.3/amd64 (which I forgot in my first mail).<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">I did the following (which didn't quite help me):<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my <rt-root>/local/html/Ticket directory. The whole directory "Callbacks" hadn't existed beforehand.<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">Into the file "SkipTransaction" I dumped the following:<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "><%init><o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1));<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "></%init><o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "><%args><o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">$Transaction => undef<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">$skip => undef<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">$_SkipSystemMessages => undef<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "></%args><o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">Then in my "Display.html" I changed this block<o:p></o:p></span></div></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "><& /Ticket/Elements/ShowHistory ,<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> Ticket => $TicketObj,<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> Tickets => $Tickets,<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> Collapsed => $ARGS{'Collapsed'},<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> ShowHeaders => $ARGS{'ShowHeaders'},<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> Attachments => $attachments,<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> AttachmentContent => $attachment_content,<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> _SkipSystemMessages => !0 <----- that's what I added<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> &><o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">I must confess I don't have a clue what this code is doing I'm not a programmer. The only thing I know: my ticket history is still being messed up with priority-change entries.<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">I'm wondering if I could fix my problem by simply denying any existing rights for the user doing the cron job. Of course the Right "ModifyTicket" is needed but maybe there's some right for tracing changes in the history ?<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">best regards,<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">Bernd<o:p></o:p></span></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div><div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">On 9 Oct 2008, at 11:29, Alex Young wrote:<o:p></o:p></span></div></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "><br><br><br><o:p></o:p></span></div></div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">I set RT to hide some of the history using this:<br><a href="http://wiki.bestpractical.com/view/HideTransactions" style="color: blue; text-decoration: underline; ">http://wiki.bestpractical.com/view/HideTransactions</a><br><br>All I have done is set it to hide the history of the RT_System user and<br>the user I have setup to escalate the tickets. You can still see their<br>entries on the history page, just not in anoy of the other pages.<br><br><br>-----Original Message-----<br>From:<span class="apple-converted-space"> </span><a href="mailto:rt-users-bounces@lists.bestpractical.com" style="color: blue; text-decoration: underline; ">rt-users-bounces@lists.bestpractical.com</a><br>[<a href="mailto:rt-users-bounces@lists.bestpractical.com" style="color: blue; text-decoration: underline; ">mailto:rt-users-bounces@lists.bestpractical.com</a>] On Behalf Of Bernd<br>Kuhlen -WetterOnline-<br>Sent: 09 October 2008 10:21<br>To:<span class="apple-converted-space"> </span><a href="mailto:rt-users@lists.bestpractical.com" style="color: blue; text-decoration: underline; ">rt-users@lists.bestpractical.com</a><br>Subject: [rt-users] Action::EscalatePriority messing up my ticket<br>history<br><br>Hi everyone,<br><br>I've set up my rt-crontool like this:<br><br>0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL --<span class="apple-converted-space"> </span><br>search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" --<span class="apple-converted-space"> </span><br>action RT::Action::EscalatePriority >/dev/null 2>/dev/null<br><br>and it's working fine. But I don't want it to mess up my ticket <br>history. I have tickets starting with a priority of 0 and ending with <br>100 in some weeks time and every night I get a new entry saying that <br>the ticket priority has changed. These entry are informative if the <br>priority has been manually changed but not if they just trace the <br>linear priority escalation done by a cronjob. So after a couple of <br>weeks I have numerous lines with a "ticket-priority changed" entry. <br>That's not nice.<br><br>I'm new to RT and couldn't find anything about this matter by google <br>or in any wiki.<br><br>best regards,<br>Bernd<br><br>_______________________________________________<br><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users" style="color: blue; text-decoration: underline; ">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br><br>Community help:<span class="apple-converted-space"> </span><a href="http://wiki.bestpractical.com" style="color: blue; text-decoration: underline; ">http://wiki.bestpractical.com</a><br>Commercial support:<span class="apple-converted-space"> </span><a href="mailto:sales@bestpractical.com" style="color: blue; text-decoration: underline; ">sales@bestpractical.com</a><br><br><br>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<span class="apple-converted-space"> </span><br>Buy a copy at<span class="apple-converted-space"> </span><a href="http://rtbook.bestpractical.com" style="color: blue; text-decoration: underline; ">http://rtbook.bestpractical.com</a><o:p></o:p></span></div></div></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "> <o:p></o:p></span></div></div><div><div><div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; "><o:p> </o:p></span></div></div></div></div></div></div></div></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div></div></div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div></div></div></span></blockquote></div><br><div> <span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div>Mit freundlichen Grüßen<br>Best Regards<br><br>Bernd Kuhlen<br>Diplom-Meteorologe<br>Diplom-Informatiker (FH)<br>Leitung Systemadministration<br>_______________________________________<br><br>WetterOnline<br>Meteorologische Dienstleistungen GmbH<br>Am Rheindorfer Ufer 2<br>D-53117 Bonn<br>Amtsgericht Bonn | HRB Nummer 008664<br>Geschäftsführer: Dr. Joachim Klaßen<br>Fon: +49 (0) 228 55937-73<br>Fax: +49 (0) 228 55937-80<br>Mobil: +49 (0) 177 8214319<br>E-Mail: <a href="mailto:bernd.kuhlen@wetteronline.de">bernd.kuhlen@wetteronline.de</a><br>Web: <a href="http://www.wetteronline-gmbh.de/">http://www.wetteronline-gmbh.de</a><br>_______________________________________</div></div></span> </div><br></div></div></div></body></html>