<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Hi Alex,<div>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.</div><div>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.</div><div><br></div><div>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</div><div>I dump it for you (in case you have the time, please feel free just to skip this mail if you're busy ..)</div><div><br></div><div><div><%perl></div><div>if ($ShowDisplayModes or $ShowTitle) {</div><div> my $title = $ShowTitle</div><div> ? loc('History')</div><div> : ' ';</div><div><br></div><div> my $titleright;</div><div><br></div><div> if ($ShowDisplayModes) {</div><div> $titleright = '';</div><div> </div><div> if ($ShowHeaders) {</div><div> $titleright .= qq{<a href="$URIFile?id=} .</div><div> $Ticket->id.qq{">} .</div><div> loc("Brief headers") . </div><div> qq{</a> — };</div><div> $titleright .= q[<span class="selected">] . loc("Full headers") . "</span>";</div><div> }</div><div> else {</div><div> $titleright .= q[<span class="selected">] . loc("Brief headers") . "</span> — ";</div><div> $titleright .= qq{<a href="$URIFile?ShowHeaders=1;id=} .</div><div> $Ticket->id.qq{">} .</div><div> loc("Full headers") .</div><div> qq{</a>};</div><div> }</div><div> }</div><div></%perl></div><div><div><div class="history"></div><div><& /Widgets/TitleBoxStart, title => $title, titleright_raw => $titleright &></div><div>% }</div><div> </div><div><div id="ticket-history"></div><div><%perl></div><div>my @attachments = @{$Attachments->ItemsArrayRef()};</div><div>my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};</div><div><br></div><div>while ( my $Transaction = $Transactions->Next ) {</div><div> my $skip = 0;</div><div> $m->callback(</div><div> %ARGS, </div><div> Transaction => $Transaction,</div><div> skip => \$skip,</div><div> CallbackName => 'SkipTransaction',</div><div> );</div><div> next if $skip;</div><div><br></div><div> $i++;</div><div><br></div><div> my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;</div><div><br></div><div> my $trans_content = {};</div><div> grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_) } @attachment_content;</div><div><br></div><div><br></div><div> my $IsLastTransaction = 0;</div><div> if ( $OldestFirst ) {</div><div> $IsLastTransaction = $Transactions->IsLast;</div><div> } else {</div><div> $IsLastTransaction = 1 if ( $i == 1 );</div><div> }</div><div><div> #Args is first because we're clobbering the "Attachments" parameter</div><div> $m->comp( 'ShowTransaction',</div><div> %ARGS,</div><div><br></div><div> Ticket => $Ticket,</div><div> Transaction => $Transaction,</div><div> ShowHeaders => $ShowHeaders,</div><div> RowNum => $i,</div><div> Attachments => \@trans_attachments,</div><div> AttachmentContent => $trans_content,</div><div> LastTransaction => $IsLastTransaction</div><div> );</div><div> </div><div># manually flush the content buffer after each txn, so the user sees</div><div># some update</div><div>$m->flush_buffer();</div><div>}</div><div> </div><div></%perl></div><div></div> </div><div>% if ($ShowDisplayModes or $ShowTitle) {</div><div><& /Widgets/TitleBoxEnd &></div><div>% }</div><div></div></div><div><%INIT></div><div>my $Transactions = new RT::Transactions($session{'CurrentUser'});</div><div>if ($Tickets) {</div><div> while (my $t = $Tickets->Next) {</div><div> $Transactions->LimitToTicket($t->id);</div><div> }</div><div>} else {</div><div> $Transactions = $Ticket->Transactions;</div><div>}</div><div><div><br></div><div>my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst', $session{'CurrentUser'} );</div><div>my $SortOrder = $OldestFirst? 'ASC': 'DESC';</div><div>$Transactions->OrderByCols( { FIELD => 'Created',</div><div> ORDER => $SortOrder },</div><div> { FIELD => 'id',</div><div> ORDER => $SortOrder },</div><div> );</div><div><br></div><div>my $i;</div><div>$Attachments ||= $m->comp('/Ticket/Elements/FindAttachments', Ticket => $Ticket, Tickets => $Tickets || undef);</div><div>$AttachmentContent ||= $m->comp('/Ticket/Elements/LoadTextAttachments', Ticket => $Ticket);</div><div><br></div><div></%INIT></div><div><%ARGS> </div><div>$URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html"</div><div>$Ticket => undef</div><div>$Tickets => undef</div><div>$Attachments => undef</div><div>$AttachmentContent => undef</div><div>$ShowHeaders => undef</div><div>$ShowTitle => 1</div><div>$ShowDisplayModes => 1</div><div>$WarnUnsigned => undef</div><div></%ARGS></div><div><br></div></div><div> </div></div></div></div><div><br><div><div>On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">thanks a lot. <div>I'll check this out.</div><div><br><div><div>On 9 Oct 2008, at 14:39, 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); ">Here is a copy of my file<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: 10pt; font-family: Verdana, sans-serif; color: rgb(31, 73, 125); ">/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction<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: 10pt; font-family: Verdana, 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); "><%init><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); "> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1 | $Transaction->Creator eq 12));<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); "></%init><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); "><%args><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); ">$Transaction => undef<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); ">$skip => undef<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); ">$_SkipSystemMessages => undef<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); "></%args><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); ">Creator ID 1 is RT_System, which pops up when you send emails out and other systems.<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); ">Creator ID 12 is the linux/RT user which runs the escelate job.<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); ">All it is doing is seeing who created the transaction, and if its user number 1 or 12, it skips it.<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); ">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.<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>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<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><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">Dear Alex, Dear List,<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; ">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></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 did the following (which didn't quite help me):<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; ">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></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; ">Into the file "SkipTransaction" I dumped the following:<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; "><%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; "> $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 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; "></%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; ">$Transaction => undef<o:p></o:p></div></div><div><div style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">$skip => 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; ">$_SkipSystemMessages => 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 style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">Then in my "Display.html" I changed this block<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; "><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; "><& /Ticket/Elements/ShowHistory ,<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 => $TicketObj,<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 => $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; "> Collapsed => $ARGS{'Collapsed'},<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 => $ARGS{'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; "> Attachments => $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 => $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; "> _SkipSystemMessages => !0 <----- that's what I added<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; ">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></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'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></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; ">best regards,<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; ">Bernd<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 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 11:29, 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 style="margin-top: 0cm; margin-right: 0cm; margin-left: 0cm; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">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></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; "><font class="Apple-style-span" face="Helvetica" size="3"><span class="Apple-style-span" style="font-size: 12px;"><br></span></font></div></div></div></div></div></div></span></blockquote></div><div apple-content-edited="true"> </div><br></div></div></blockquote></div><br></div></body></html>