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 -directory rather than /local …
that’s all.
best regards,
BerndOn 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: CleanlyCustomizeRT - Request Tracker Wiki
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com
] On Behalf Of Bernd Kuhlen -WetterOnline-
Sent: 09 October 2008 14:10
To: Bernd Kuhlen -WetterOnline-; rt-users@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") . “”;
}
else {
$titleright .= q[] . loc(“Brief
headers”) . " — ";
$titleright .= qq{} .
loc(“Full headers”) .
qq{};
}
}
</%perl>
<& /Widgets/TitleBoxStart, title => $title, titleright_raw =>
$titleright &>
% }
<%perl>
my @attachments = @{$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
$m->flush_buffer();
}
</%perl>
% if ($ShowDisplayModes or $ShowTitle) {
<& /Widgets/TitleBoxEnd &>
% }
<%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>
$$skip = 1 if (($_SkipSystemMessages) && ($Transaction->Creator eq
1 | $Transaction->Creator eq 12));
</%init>
<%args>
$Transaction => undef
$skip => undef
$_SkipSystemMessages => undef
</%args>
Creator ID 1 is RT_System, which pops up when you send emails out
and other systems.
Creator ID 12 is the linux/RT user which runs the escelate job.
All it is doing is seeing who created the transaction, and if its
user number 1 or 12, it skips it.
You will need ot find out the user ID number for the user running
the escelate job. You can od this by looking in the user list. The
nuber to the left is the number you would want to put into the
“Creator eq XX” bit of the code.
From: Bernd Kuhlen -WetterOnline-
[mailto:bernd.kuhlen@wetteronline.de]
Sent: 09 October 2008 11:38
To: Alex Young; rt-users@lists.bestpractical.com
Cc: Bernd Kuhlen -WetterOnline-
Subject: Re: [rt-users] Action::EscalatePriority messing up my
ticket history
Dear Alex, Dear List,
thanks for your quick response. I should add that I’m using RT-3.8.1
on FreeBSD6.3/amd64 (which I forgot in my first mail).
I did the following (which didn’t quite help me):
mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my /local/html/Ticket directory. The whole directory “Callbacks”
hadn’t existed beforehand.
Into the file “SkipTransaction” I dumped the following:
<%init>
$$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:
HideTransactions - Request Tracker Wiki
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@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bernd
Kuhlen -WetterOnline-
Sent: 09 October 2008 10:21
To: rt-users@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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