[rt-users] Action::EscalatePriority messing up my ticket history
Bernd Kuhlen -WetterOnline-
bernd.kuhlen at wetteronline.de
Thu Oct 9 10:13:19 EDT 2008
Thanks a lot, I think I finally got to the point. I was mistaken about
the right directory path. I accidentally installied my mycallback-
dirtree in the <rt-root>-directory rather than <rt-root>/local ...
that's all.
best regards,
Bernd
On 9 Oct 2008, at 15:15, Alex Young wrote:
> 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/SkipTransaction
>
> <%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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>
>
>
Mit freundlichen Grüßen
Best Regards
Bernd Kuhlen
Diplom-Meteorologe
Diplom-Informatiker (FH)
Leitung Systemadministration
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