[rt-devel] Module::Install and RTxInitDB

Kevin Falcone falcone at bestpractical.com
Fri Oct 19 12:04:53 EDT 2012

On Fri, Oct 19, 2012 at 04:37:15PM +0100, Tim Cutts wrote:
> I've implemented all the things that Ruslan mentioned he hadn't had time to do:
> * Configurable time limit.  There's a default, and you can also do it per queue.
> * Automatic link creation to the previous ticket.  The type of link is configurable, also on a per-queue basis.
> * Alter the subject line of the new ticket to remove the old RT tag.

I think the one other thing I'd like to handle in this is more
Statuses than just Resolved (especially with lifecycles) but that does
raise the question of whether the name wants to change or not.

> The configuration is a hash, looking like this:
> Set(%RepliesToResolved,
>    default => {
>      # 7 day time limit, create MemberOf link
>      'reopen-timelimit' => 7,
>      'link-type' => 'MemberOf',
>    },
>    'some-queue' => {
>      # Always create new ticket, create a refers-to link
>      'reopen-timelimit' => 0,
>      'link-type' => 'RefersTo',
>    },
>    'exception-queue' => {
>      # Traditional RT behaviour; disable the extension for this queue
>      'reopen-timelimit' => undef,
>    },
> );

If you don't specify default, does it just punt on queues that aren't
specified, or if you only want this behaviour on one queue do you have
to say default => { 'reopen-timelimit' => undef }

> The third of the above features requires the patch to RT. I'll file
> a bug report about it, but basically RT::Interface::Email has
> already pulled out the Subject by the time it runs the
> ExtractTicketId function, which the extension overrides. Since
> ExtractTicketId now changes the Subject header in the incoming
> message, I just added an extra line after calling ExtractTicketId to
> re-fetch the Subject, in case it's changed. That's all. The
> following commit is the relevant one:
> https://github.com/tcutts/rt/commit/593b2fe645f43c5776c8a9c1921be4aed26b202b

Ah - interesting.  I'd like Ruz to comment, since he wrote the
ExtractId code and might have thoughts.

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