[rt-users] Action::EscalatePriority messing up my ticket history

[Bernd Kuhlen -WetterOnline-]

Dear Alex, Dear List,
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).

I did the following (which didn't quite help me):

mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my <rt- 
root>/local/html/Ticket directory. The whole directory "Callbacks"  
hadn't existed beforehand.
Into the file "SkipTransaction" I dumped the following:

<%init>
   $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq  
1));
</%init>
<%args>
$Transaction => undef
$skip => undef
$_SkipSystemMessages => undef
</%args>

Then in my "Display.html" I changed this block


<& /Ticket/Elements/ShowHistory ,
      Ticket => $TicketObj,
      Tickets => $Tickets,
      Collapsed => $ARGS{'Collapsed'},
      ShowHeaders => $ARGS{'ShowHeaders'},
      Attachments => $attachments,
      AttachmentContent => $attachment_content,
      _SkipSystemMessages => !0        <----- that's what I added
      &>

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.

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 ?

best regards,
Bernd



On 9 Oct 2008, at 11:29, Alex Young wrote:

> I set RT to hide some of the history using this:
> http://wiki.bestpractical.com/view/HideTransactions
>
> All I have done is set it to hide the history of the RT_System user  
> and
> the user I have setup to escalate the tickets. You can still see their
> entries on the history page, just not in anoy of the other pages.
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bernd
> Kuhlen -WetterOnline-
> Sent: 09 October 2008 10:21
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Action::EscalatePriority messing up my ticket
> history
>
> Hi everyone,
>
> I've set up my rt-crontool like this:
>
> 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL --
> search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" --
> action RT::Action::EscalatePriority >/dev/null 2>/dev/null
>
> and it's working fine. But I don't want it to mess up my ticket
> history. I have tickets starting with a priority of 0 and ending with
> 100 in some weeks time and every night I get a new entry saying that
> the ticket priority has changed. These entry are informative if the
> priority has been manually changed but not if they just trace the
> linear priority escalation done by a cronjob. So after a couple of
> weeks I have numerous lines with a "ticket-priority changed" entry.
> That's not nice.
>
> I'm new to RT and couldn't find anything about this matter by google
> or in any wiki.
>
> best regards,
> Bernd
>
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Mit freundlichen Grüßen
Best Regards

Bernd Kuhlen
Diplom-Meteorologe
Diplom-Informatiker (FH)
Leitung Systemadministration
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