[rt-users] Scrip question...Getting there slowly...Time Worked
Greg Evans
gevans at hcc.net
Sun Feb 10 02:53:22 EST 2008
Hi Ruslan, Mike and everyone reading the list.
I have got the scrip working now, thanks for your input Mike, Ruslan,
it was a lot of help. I thought I would post it here and then ask a
follow-up question or two :)
Here is what I have so far and it works great as long as you set the
time worked in the ticket after you first create it.
Description: Set Time Worked
Condition: On Transaction
Action: User Defined
Template: Global template: Blank
Stage: Transaction Create
Custom Condition: <None>
Custom Action Preparation Code: 1;
Custom Action Cleanup Code:
# If we reply to or comment on a ticket
$RT::Logger->debug("Got to Stage 2");
if ($self->TransactionObj->Type eq "Correspond" || $self-
>TransactionObj->Type eq "Comment")
{
#set our variable $ticket_Worked to the difference in time between the
Created
#datestamp and the updated datestamp
my $date_update=$self->TicketObj->LastUpdatedObj->Unix;
my $date_create=$self->TicketObj->CreatedObj->Unix;
#check current value of time worked for debug
#my $ticket_check = $self->TicketObj->TimeWorked;
#calculate the new value we will place in the TimeWorked field we are
working in unix time
#so everything is in seconds, divide by 60 to get minutes.
my $ticket_Worked = (($date_update - $date_create)/60);
#change the TimeWorked field to the value of our variable
($ticket_Worked)
$self->TicketObj->SetTimeWorked($ticket_Worked);
return 1;
} else {
return undef;
}
So, that works. now my questions.
1) As I stated the above code works, but with one caveat. If I do not
manually enter the time worked the first time, any updates to the
ticket result in the time worked remaining at "0". I can understand
that for many organizations this would be the preferred method for
this, because someone would create the ticket and there may be lengthy
research involved, etc. before the ticket can be updated, however in
the case for how we are using RT, it is for phone calls in to the
helpdesk, and most tickets are resolved during that first call. On a
slow day, this would not be an issue, because we could manually enter
the time worked, though if we forget, that destroys the value of the
time worked field. This leads to question #2...
2) When I create a new ticket, I would like to be able to do the same
as above, but it should automatically set the time worked from when I
clicked "New TIcket In..." to when I actually clicked the "Create"
button. I am assuming that I *should* be able to do this through the
scrip process somehow, so I decided to watch the rt.log while I
clicked "New Ticket In..." but I saw no entries into the log file that
would indicate that I am creating a new ticket, which I assume is
because it will not be logging that until I actually hit the create
button. So I am interested in knowing how would I go about
implementing something like this, so that I can ensure hat each ticket
gets an entry in Time Worked without any user having to manually enter
it, or is there no way to accomplish this?
Regards,
Greg Evans
On Feb 8, 2008, at 6:37 PM, Ruslan Zakirov wrote:
> On Feb 9, 2008 3:20 AM, Greg Evans <gevans at hcc.net> wrote:
>> Well, at least I know I am doing it wrong! LOL :) Better to know
>> now and
>> learn then to regret it later.
>>
>> Here is everything about how I have it set up (this is my first one
>> BTW, be
>> gentle)
>>
>> Description : Set Time Worked Test
>> Condition : On Transaction
>> Action : User Defined
>> Template : Global template: Blank
>> Stage : TransactionCreate
>>
>> Custom Condition: none
>> Custom Action preparation code: 1;
>> Custom Action cleanup code:
>> The code I sent in the previous message
>>
>>
>> I think I see what you mean regarding the object types, so I can
>> assume that
>> the beginning where I am trying to use correspond or comment should
>> be
>> 'TransactionObj->Type eq ...' instead of 'TicketObj->Type eq ...'? or
>> something else entirely?
> TransactionObj->Type
>
>>
>> Greg Evans
>> RT newbie :)
>>
>>
>>
>>> -----Original Message-----
>>> From: ruslan.zakirov at gmail.com
>>> [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
>>> Sent: Friday, February 08, 2008 4:10 PM
>>> To: Greg Evans
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Scrip question...Getting there
>>> slowly...Time Worked
>>>
>>> On Feb 9, 2008 2:57 AM, Greg Evans <gevans at hcc.net> wrote:
>>>> following up on my own post to the list...The following
>>> code is *mostly*
>>>> working but there is a GLARING ERROR that makes it unusable
>>>>
>>>> Please NOTE THE ABOVE because if you use it as is, it will
>>> require a restart
>>>> of httpd each time you try to update a ticket.
>>>>
>>>> #code begin
>>>> if ($self->TicketObj->Type eq "Correspond" ||
>>> $self->TicketObj->Type eq
>>>> "Comment" || $self->TicketObj->Type eq "ticket")
>>>
>>> This is wrong. you're mixing transactions' types and tickets'
>>> Ticket's
>>> type almost always is 'ticket', so this if condition is true all the
>>> time.
>>>
>>> What condition are you using for this scrip?
>>>
>>>
>>>> # Why it has to be "ticket" to work I don't understand yet
>>>> {
>>>>
>>>> # Saw something similar somewhere that I was looking at RT stuff.
>>>> # Looked like it may work, it does.
>>>>
>>>> my $date_update=$self->TicketObj->LastUpdatedObj->Unix;
>>>> my $date_create=$self->TicketObj->CreatedObj->Unix;
>>>>
>>>> my $ticket_check = $self->TicketObj->TimeWorked; #tells us
>>> the current value
>>>> of TimeWorked
>>>> my $ticket_Worked = (($date_update - $date_create)/60);
>>> #time in minutes
>>>>
>>>> #this was the problem before and seems to be the problem again!!!
>>>> $self->TicketObj->SetTimeWorked($ticket_Worked);
>>>> return 1;
>>>>
>>>> } else {
>>>> return undef;
>>>> }
>>>>
>>>>
>>>> Here is what happens when I run it as is just a quick
>>> copy/paste job of the
>>>> ticket:
>>>>
>>>> Fri Feb 08 15:39:22 2008 gevans - Comments added [Reply]
>>> [Comment]
>>>> Download (untitled) [text/plain 1.2k] On Fri Feb 08
>>> 15:37:16 2008, gevans
>>>> wrote:
>>>> [snipped]
>>>>
>>>>
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '19.1'
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from '19' to ''
>>>>
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '21.2166666666667'
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from '21' to ''
>>>>
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '21.2166666666667'
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from '21' to ''
>>>>
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '21.2166666666667'
>>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked
>>> changed from '21' to ''
>>>>
>>>> ...
>>>> ...
>>>> # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.4833333333333'
>>>> # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked
>>> changed from '24' to ''
>>>>
>>>> # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.4833333333333'
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from '24' to ''
>>>>
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.4833333333333'
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from '24' to ''
>>>>
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.5'
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from '24' to ''
>>>>
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.5'
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from '24' to ''
>>>>
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.5'
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from '24' to ''
>>>>
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.5'
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from '24' to ''
>>>>
>>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked
>>> changed from (no value)
>>>> to '24.5'
>>>>
>>>> It will continue adding time until you kill httpd. This
>>> has got to be
>>>> something simple that I am missing. At least I think so... Ideas?
>>>>
>>>> Thanks,
>>>>
>>>> Greg Evans
>>>>
>>>>
>>>>
>>>> ________________________________
>>>>
>>>> From: rt-users-bounces at lists.bestpractical.com
>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
>>> Of Greg Evans
>>>> Sent: Friday, February 08, 2008 2:09 PM
>>>> To: rt-users at lists.bestpractical.com
>>>> Subject: [rt-users] Scrip question...Getting there
>>> slowly...Time
>>>> Worked
>>>>
>>>>
>>>>
>>>> As has been mentioned I am working on trying to get
>>> a time worked
>>>> scrip up and running. So far everything is going well
>>> except for one thing,
>>>> I can retrieve dates from the ticket without problem and
>>> they come through
>>>> like:
>>>>
>>>> 2008-02-08 21:24:49
>>>>
>>>> This seems like a fine format, but once I have 2 of
>>> them, I can't
>>>> figure out how to calculate the difference. It was suggest
>>> that I might need
>>>> to convert them to unix time and back, but I am not sure
>>> how to do that. I
>>>> see that Time::Local could possibly be used or maybe
>>> Date::Manip but my
>>>> admittedly novice Perl skills don't particularly help me out here.
>>>>
>>>> Here is the scrip as it sits, and after using
>>> RT::Logger->debug it
>>>> appears that all I need is to get the date difference
>>> calculation to work
>>>>
>>>> if ($self->TicketObj->Type eq "Correspond" ||
>>> $self->TicketObj->Type
>>>> eq "Comment" || $self->TicketObj->Type eq "ticket")
>>>> {
>>>>
>>>> #This is the part that is not working.
>>>> my $ticket_Worked = ($self->TicketObj->LastUpdated -
>>>> $self->TicketObj->Created);
>>>> #End part that is not working
>>>>
>>>> $self->TicketObj->SetTimeWorked($ticket_Worked);
>>>> } else {
>>>> return undef;
>>>> }
>>>>
>>>>
>>>> The other thing that I thought was weird when I
>>> looked in my rt.log
>>>> was that when I would comment on the ticket, the returned
>>> result of the if
>>>> test that I start with was "ticket" which seems strange to
>>> me, but what do I
>>>> know. Maybe someone could explain that to me as well?
>>>>
>>>> Greg Evans
>>>> Internet Support
>>>> Hood Canal Communications
>>>> (360) 898-2481 ext.212
>>>>
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>> Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>
>>
>
>
>
> --
> Best regards, Ruslan.
More information about the rt-users
mailing list