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<div class=Section1>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:#1F497D'>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></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Check out <b>Using the ‘local’ directory</b> here: <a
href="http://wiki.bestpractical.com/view/CleanlyCustomizeRT">http://wiki.bestpractical.com/view/CleanlyCustomizeRT</a><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
</div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Bernd
Kuhlen -WetterOnline-<br>
<b>Sent:</b> 09 October 2008 14:10<br>
<b>To:</b> Bernd Kuhlen -WetterOnline-; rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] Action::EscalatePriority messing up my ticket
history<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Hi Alex,<o:p></o:p></p>
<div>
<p class=MsoNormal>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></p>
</div>
<div>
<p class=MsoNormal>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></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal>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></p>
</div>
<div>
<p class=MsoNormal>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></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<div>
<p class=MsoNormal><%perl><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>if ($ShowDisplayModes or $ShowTitle) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> my $title = $ShowTitle<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
? loc('History')<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
: ' ';<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal> my $titleright;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal> if ($ShowDisplayModes) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $titleright = '';<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> if ($ShowHeaders) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $titleright
.= qq{<a href="$URIFile?id=} .<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
$Ticket->id.qq{">} .<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
loc("Brief headers") .
<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
qq{</a> — };<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $titleright
.= q[<span class="selected">] . loc("Full headers") .
"</span>";<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> }<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> else {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $titleright
.= q[<span class="selected">] . loc("Brief headers")
. "</span> — ";<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $titleright
.= qq{<a href="$URIFile?ShowHeaders=1;id=} .<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
$Ticket->id.qq{">} .<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
loc("Full headers") .<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
qq{</a>};<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> }<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> }<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal></%perl><o:p></o:p></p>
</div>
<div>
<div>
<p class=MsoNormal><div class="history"><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><& /Widgets/TitleBoxStart, title => $title,
titleright_raw => $titleright &><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>% }<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><div id="ticket-history"><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><%perl><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>my @attachments = @{$Attachments->ItemsArrayRef()};<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal>while ( my $Transaction = $Transactions->Next ) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> my $skip = 0;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $m->callback(<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> %ARGS, <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> Transaction =>
$Transaction,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> skip
=> \$skip,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> CallbackName =>
'SkipTransaction',<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> );<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> next if $skip;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal> $i++;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal> my @trans_attachments = grep {
$_->TransactionId == $Transaction->Id } @attachments;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal> my $trans_content = {};<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> grep { ($_->TransactionId ==
$Transaction->Id ) && ($trans_content->{$_->Id} = $_) }
@attachment_content;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal> my $IsLastTransaction = 0;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> if ( $OldestFirst ) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $IsLastTransaction =
$Transactions->IsLast;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> } else {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $IsLastTransaction = 1 if (
$i == 1 );<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> }<o:p></o:p></p>
</div>
<div>
<div>
<p class=MsoNormal> #Args is first because we're clobbering
the "Attachments" parameter<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $m->comp( 'ShowTransaction',<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> %ARGS,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal> Ticket
=> $Ticket,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
Transaction => $Transaction,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
ShowHeaders => $ShowHeaders,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> RowNum
=> $i,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> Attachments
=> \@trans_attachments,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
AttachmentContent => $trans_content,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
LastTransaction => $IsLastTransaction<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> );<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal># manually flush the content buffer after each txn, so the
user sees<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal># some update<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$m->flush_buffer();<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>}<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal></%perl><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal></div> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>% if ($ShowDisplayModes or $ShowTitle) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><& /Widgets/TitleBoxEnd &><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>% }<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal></div><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><%INIT><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>my $Transactions = new
RT::Transactions($session{'CurrentUser'});<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>if ($Tickets) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> while (my $t = $Tickets->Next) {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $Transactions->LimitToTicket($t->id);<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> }<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>} else {<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> $Transactions = $Ticket->Transactions;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>}<o:p></o:p></p>
</div>
<div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal>my $OldestFirst = RT->Config->Get(
'OldestTransactionsFirst', $session{'CurrentUser'} );<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>my $SortOrder = $OldestFirst? 'ASC': 'DESC';<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$Transactions->OrderByCols( { FIELD => 'Created',<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
ORDER => $SortOrder
},<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
{ FIELD => 'id',<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
ORDER => $SortOrder
},<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>
);<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal>my $i;<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$Attachments ||= $m->comp('/Ticket/Elements/FindAttachments',
Ticket => $Ticket, Tickets => $Tickets || undef);<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$AttachmentContent ||=
$m->comp('/Ticket/Elements/LoadTextAttachments', Ticket => $Ticket);<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal></%INIT><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><%ARGS> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$URIFile =>
RT->Config->Get('WebPath')."/Ticket/Display.html"<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$Ticket => undef<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$Tickets => undef<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$Attachments => undef<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$AttachmentContent => undef<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$ShowHeaders => undef<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$ShowTitle => 1<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$ShowDisplayModes => 1<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>$WarnUnsigned => undef<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal></%ARGS><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
</div>
</div>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
<div>
<div>
<p class=MsoNormal>On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote:<o:p></o:p></p>
</div>
<p class=MsoNormal><br>
<br>
<o:p></o:p></p>
<div>
<p class=MsoNormal>thanks a lot. <o:p></o:p></p>
<div>
<p class=MsoNormal>I'll check this out.<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
<div>
<div>
<p class=MsoNormal>On 9 Oct 2008, at 14:39, Alex Young wrote:<o:p></o:p></p>
</div>
<p class=MsoNormal><br>
<br>
<o:p></o:p></p>
<div>
<div>
<div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:#1F497D'>Here is a copy of my file</span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:#1F497D'>/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction</span><span
style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:#1F497D'> </span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><%init></span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'> $$skip = 1 if (($_SkipSystemMessages) &&
($Transaction->Creator eq 1 | $Transaction->Creator eq 12));</span><span
style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'></%init></span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><%args></span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>$Transaction => undef</span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>$skip => undef</span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>$_SkipSystemMessages => undef</span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'></%args></span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'> </span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>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></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Creator ID 12 is the linux/RT user which runs the escelate job.</span><span
style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'> </span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>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></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'> </span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>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></p>
</div>
</div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:#1F497D'> </span><span style='color:black'><o:p></o:p></span></p>
</div>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm;
border-width:initial;border-color:initial'>
<div>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:black'>From:</span></b><span
class=apple-converted-space><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif";color:black'> </span></span><span
lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:black'>Bernd Kuhlen -WetterOnline- [<a
href="mailto:bernd.kuhlen@wetteronline.de">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">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></p>
</div>
</div>
</div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>Dear Alex, Dear List,<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><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></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>I did the following (which didn't
quite help me):<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><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></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>Into the file
"SkipTransaction" I dumped the following:<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<div>
<p class=MsoNormal><span style='color:black'><%init><o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> $$skip = 1 if
(($_SkipSystemMessages) && ($Transaction->Creator eq 1));<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'></%init><o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'><%args><o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>$Transaction => undef<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>$skip => undef<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>$_SkipSystemMessages => undef<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'></%args><o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>Then in my
"Display.html" I changed this block<o:p></o:p></span></p>
</div>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<div>
<p class=MsoNormal><span style='color:black'><& /Ticket/Elements/ShowHistory
,<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> Ticket =>
$TicketObj,<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> Tickets =>
$Tickets,<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> Collapsed
=> $ARGS{'Collapsed'},<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> ShowHeaders
=> $ARGS{'ShowHeaders'},<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> Attachments
=> $attachments,<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>
AttachmentContent => $attachment_content,<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> _SkipSystemMessages
=> !0 <----- that's what I added<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> &><o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><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></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><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></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>best regards,<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>Bernd<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
</div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
<div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>On 9 Oct 2008, at 11:29, Alex
Young wrote:<o:p></o:p></span></p>
</div>
</div>
<div>
<p class=MsoNormal><span style='color:black'><br>
<br>
<br>
<o:p></o:p></span></p>
</div>
<div>
<div>
<p class=MsoNormal><span style='color:black'>I set RT to hide some of the
history using this:<br>
<a href="http://wiki.bestpractical.com/view/HideTransactions">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">rt-users-bounces@lists.bestpractical.com</a><br>
[<a href="mailto:rt-users-bounces@lists.bestpractical.com">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">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">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>
<br>
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href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><br>
Commercial support:<span class=apple-converted-space> </span><a
href="mailto:sales@bestpractical.com">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">http://rtbook.bestpractical.com</a><o:p></o:p></span></p>
</div>
</div>
</div>
<div>
<p class=MsoNormal><span style='color:black'> <o:p></o:p></span></p>
</div>
<div>
<div>
<div>
<div>
<p class=MsoNormal><span style='color:black'><o:p> </o:p></span></p>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
</div>
</body>
</html>