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

Thu Oct 9 09:15:19 EDT 2008

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/....

Check out Using the 'local' directory here:
http://wiki.bestpractical.com/view/CleanlyCustomizeRT

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 14:10
To: Bernd Kuhlen -WetterOnline-; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket
history

Hi Alex,

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.

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.

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

I dump it for you (in case you have the time, please feel free just to
skip this mail if you're busy ..)

<%perl>

if ($ShowDisplayModes or $ShowTitle) {

    my $title = $ShowTitle

                    ? loc('History')

                    : ' ';

    my $titleright;

    if ($ShowDisplayModes) {

        $titleright = '';

        if ($ShowHeaders) {

            $titleright .= qq{<a href="$URIFile?id=} .

                           $Ticket->id.qq{">} .

                           loc("Brief headers") .  

                           qq{</a> — };

            $titleright .= q[<span class="selected">] . loc("Full
headers") . "</span>";

        }

        else {

            $titleright .= q[<span class="selected">] . loc("Brief
headers") . "</span> — ";

            $titleright .= qq{<a href="$URIFile?ShowHeaders=1;id=} .

                           $Ticket->id.qq{">} .

                           loc("Full headers") .

                           qq{</a>};

        }

    }

</%perl>

<div class="history">

<& /Widgets/TitleBoxStart, title => $title, titleright_raw =>
$titleright &>

% }

<div id="ticket-history">

<%perl>

my @attachments = @{$Attachments->ItemsArrayRef()};

my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};

while ( my $Transaction = $Transactions->Next ) {

    my $skip = 0;

    $m->callback(

        %ARGS,   

        Transaction   => $Transaction,

        skip          => \$skip,

        CallbackName  => 'SkipTransaction',

    );

    next if $skip;

    $i++;

    my @trans_attachments = grep { $_->TransactionId == $Transaction->Id
} @attachments;

    my $trans_content = {};

    grep { ($_->TransactionId == $Transaction->Id ) &&
($trans_content->{$_->Id} = $_)  } @attachment_content;

    my $IsLastTransaction = 0;

    if ( $OldestFirst ) {

        $IsLastTransaction = $Transactions->IsLast;

    } else {

        $IsLastTransaction = 1 if ( $i == 1 );

    }

    #Args is first because we're clobbering the "Attachments" parameter

    $m->comp( 'ShowTransaction',

            %ARGS,

              Ticket               => $Ticket,

              Transaction          => $Transaction,

              ShowHeaders          => $ShowHeaders,

              RowNum               => $i,

              Attachments          => \@trans_attachments,

              AttachmentContent    => $trans_content,

              LastTransaction      => $IsLastTransaction

 );

# manually flush the content buffer after each txn, so the user sees

# some update

$m->flush_buffer();

}

</%perl>

</div>  

% if ($ShowDisplayModes or $ShowTitle) {

<& /Widgets/TitleBoxEnd &>

% }

</div>

<%INIT>

my $Transactions = new RT::Transactions($session{'CurrentUser'});

if ($Tickets) {

    while (my $t = $Tickets->Next) {

        $Transactions->LimitToTicket($t->id);

    }

} else {

    $Transactions = $Ticket->Transactions;

}

my $OldestFirst = RT->Config->Get( 'OldestTransactionsFirst',
$session{'CurrentUser'} );

my $SortOrder = $OldestFirst? 'ASC': 'DESC';

$Transactions->OrderByCols( { FIELD => 'Created',

                              ORDER => $SortOrder },

                            { FIELD => 'id',

                              ORDER => $SortOrder },

                          );

my $i;

$Attachments ||=  $m->comp('/Ticket/Elements/FindAttachments', Ticket =>
$Ticket, Tickets => $Tickets || undef);

$AttachmentContent ||= $m->comp('/Ticket/Elements/LoadTextAttachments',
Ticket => $Ticket);

</%INIT>

<%ARGS> 

$URIFile => RT->Config->Get('WebPath')."/Ticket/Display.html"

$Ticket => undef

$Tickets => undef

$Attachments => undef

$AttachmentContent => undef

$ShowHeaders => undef

$ShowTitle => 1

$ShowDisplayModes => 1

$WarnUnsigned => undef

</%ARGS>

On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote:

thanks a lot. 

I'll check this out.

On 9 Oct 2008, at 14:39, Alex Young wrote:

Here is a copy of my file

/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/Sk
ipTransaction

<%init>

  $$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq 1 |
$Transaction->Creator eq 12));

</%init>

<%args>

$Transaction => undef

$skip => undef

$_SkipSystemMessages => undef

</%args>

Creator ID 1 is RT_System, which pops up when you send emails out and
other systems.

Creator ID 12 is the linux/RT user which runs the escelate job.

All it is doing is seeing who created the transaction, and if its user
number 1 or 12, it skips it.

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 "Creator eq XX"
bit of the code.

From: Bernd Kuhlen -WetterOnline- [mailto:bernd.kuhlen at wetteronline.de] 
Sent: 09 October 2008 11:38
To: Alex Young; rt-users at lists.bestpractical.com
Cc: Bernd Kuhlen -WetterOnline-
Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket
history

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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