[rt-users] Problem with date

[Christian Loos]

The ticket resolved date is updated if the ticket status changes to an
inactive one.
Maybe you have configured you lifecycle wrong as "closed" isn't one of
the status that RT ships with.

See: http://bestpractical.com/docs/rt/latest/RT_Config.html#inactive

Am 20.11.2014 um 15:40 schrieb Bryon Baker:
> The time zone is configured correctly.
> 
> Maybe I state the issue wrong in the current configuration when a ticket is closed the TimeWorked and the Resolved date are not updated.  
> 
> Is there a configuration I need to add to turn on this automated feature?
> 
> All other dates seem to be populating. Created, Started, Last Contact, Updated and they are showing the correct dates.  But when a ticket is closed the "closed date" does not get populated nor does the timework.
> 
> Thanks
> Bryon Baker
> Network Operations Manager
> Copesan - Specialists in Pest Solutions
> 800-267-3726  .  262-783-6261 ext. 2296
> bbaker at copesan.com
> www.copesan.com
> "Servicing North America with Local Care"
> 
> 
> -----Original Message-----
> From: Christian Loos [mailto:cloos at netcologne.de] 
> Sent: Thursday, November 20, 2014 8:33 AM
> To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com)
> Subject: Re: Problem with date
> 
> RT saves dates in the DB in UTC.
> 
> In the web interface dates are displayed based on the RT_SiteConfig.pm [1] or User timezone.
> 
> Maybe just your timezone config is wrong.
> 
> Chris
> 
> [1] http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone
> 
> Am 20.11.2014 um 15:17 schrieb Bryon Baker:
>> Thanks for your response Christian.
>>
>> So where it RT is that configuration?
>>
>> This is why I developed the script to update the resolved date and timeworked.  I have been trying to get this to work for months and I have completely missed the configuration you are talking about. 
>>
>> Thanks
>> Bryon Baker
>> Network Operations Manager
>> Copesan - Specialists in Pest Solutions
>> 800-267-3726  .  262-783-6261 ext. 2296 bbaker at copesan.com 
>> www.copesan.com "Servicing North America with Local Care"
>>
>> -----Original Message-----
>> From: Christian Loos [mailto:cloos at netcologne.de]
>> Sent: Thursday, November 20, 2014 1:52 AM
>> To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com)
>> Subject: Re: Problem with date
>>
>> Hi,
>>
>> as far as I understand you script you try to set the ticket resolved date to the transaction date when the ticket status is set to closed.
>>
>> If you have configured you RT correct this is done automatically by RT.
>>
>> So what is your intent with this script?
>>
>> Chris
>>
>> Am 19.11.2014 um 20:18 schrieb Bryon Baker:
>>> I am attempting use  the following code to update the Resolved date 
>>> in a ticket.  Thanks for the help in advance.
>>>
>>>  
>>>
>>> package RT::Action::CSRUpdateResolvedTest;
>>>
>>> use base 'RT::Action';
>>>
>>> use strict;
>>>
>>> use warnings;
>>>
>>>  
>>>
>>> sub Prepare
>>>
>>> {
>>>
>>>                 return 1;
>>>
>>> }
>>>
>>>  
>>>
>>> sub Commit
>>>
>>> {
>>>
>>>                
>>>
>>>                 my %mon2num = qw(
>>>
>>>                                 jan 1  feb 2  mar 3  apr 4  may 5  
>>> jun
>>> 6
>>>
>>>                                 jul 7  aug 8  sep 9  oct 10 nov 11 
>>> dec
>>> 12
>>>
>>>                 );
>>>
>>>                 my $self = shift;
>>>
>>>                 my $ticket = $self->TicketObj;
>>>
>>>                 my $datecreated = $ticket->CreatedObj->Unix;
>>>
>>> my $dateupdated = $ticket->LastUpdatedObj->Unix;
>>>
>>> my $datecreatedstr = $ticket->CreatedObj->AsString;
>>>
>>> my $dateupdatedstr = $ticket->LastUpdatedObj->AsString;
>>>
>>>                 my $dateresolved;
>>>
>>>                 my $dateresolvedstr;
>>>
>>>                 my @dateresolvedstr;
>>>
>>>                 my $transactions = $ticket->Transactions;
>>>
>>>                 $transactions->Limit( FIELD => 'Type', VALUE => 
>>> 'Status', FIELD => 'NewValue', VALUE => 'closed');
>>>
>>>                 while (my $transaction = $transactions->Next)
>>>
>>>                 {
>>>
>>>             $dateresolved = 
>>> localtime($transaction->CreatedObj->Unix);
>>>
>>>                            @dateresolvedstr = split(" 
>>> ",$dateresolved);
>>>
>>>                            $dateresolvedstr = $dateresolvedstr[4] . "-"
>>> . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" .
>>> $dateresolvedstr[2] . " " .  $dateresolvedstr[3];
>>>
>>>                  }
>>>
>>>  
>>>
>>>                 print $dateresolvedstr . " " . $dateresolved . "\n";
>>>
>>>                 $ticket->SetResolved($dateresolvedstr);
>>>
>>>  
>>>
>>>                 return 1;
>>>
>>> }
>>>
>>>  
>>>
>>> The dates printed to the console are correct but when I view the 
>>> ticket the resolved date is different than the dates printed to the 
>>> console by
>>> 6 hours.  This seems to me to be the off set for the time zone.  What 
>>> do I need to add for Request Tracker to take the date as is?
>>>
>>>  
>>>
>>> Thanks
>>>
>>> Bryon Baker
>>>
>>> Network Operations Manager
>>>
>>> */Copesan/**/- Specialists in Pest Solutions/*
>>>
>>> 800-267-3726  .  262-783-6261 ext. 2296
>>>
>>> bbaker at copesan.com <mailto:cstephan at copesan.com>
>>>
>>> www.copesan.com <http://www.copesan.com/>
>>>
>>> */"Servicing North America with Local Care"/*
>>>
>>>  
>>>
>>
>>
> 
>