Adding queue to RSS feed

RT Users
1

Hi all,

I’ve written a script to read an RSS feed of my open tickets and
generate ToDo tasks for my Palm. I’ve got the title, description and
date being added to the entries but would also like to set the category.

I’m new to building RSS feeds and wondered if someone could tell me how
to add the queue into an RSS feed. I’ve tried adding the following to
the ‘dc’ hashref in html/Search/Results.rdf with no luck:

        queue    => $Ticket->Queue,

The value is being stripped out somewhere between being built and being
sent back. BTW, I was able to successfully add a ‘data’ parameter so
know that I can edit the rdf template.

Thanks,
William

Knowmad Technologies - Web Site Development & Programming
W: http://www.knowmad.com | E: william@knowmad.com
P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee

2

Hi William,

Try $Ticket->QueueObj->Name instead.

-MattOn 3/2/08, William McKee william@knowmad.com wrote:

Hi all,

I’ve written a script to read an RSS feed of my open tickets and
generate ToDo tasks for my Palm. I’ve got the title, description and
date being added to the entries but would also like to set the category.

I’m new to building RSS feeds and wondered if someone could tell me how
to add the queue into an RSS feed. I’ve tried adding the following to
the ‘dc’ hashref in html/Search/Results.rdf with no luck:

        queue    => $Ticket->Queue,

The value is being stripped out somewhere between being built and being
sent back. BTW, I was able to successfully add a ‘data’ parameter so
know that I can edit the rdf template.

Thanks,
William

–
Knowmad Technologies - Web Site Development & Programming
W: http://www.knowmad.com | E: william@knowmad.com
P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee

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3

In large queues I find that a source of 'confusing/messy/ugly/wrong’
tickets come from someone doing the following:

  1. person 1 opens a ticket
  2. person 2 opens the ticket and updates
  3. person 1 updates the ticket

person 1 and person 2 can both be internal, or one can be external,
either case it makes for a very confusing situation. I’m thinking about
looking into the following

  1. person 1 opens a ticket
  2. person 22 opens the ticket and updates
  3. person 1 updates the ticket
  4. rt sees that the last modified time has changed since last update
  5. pops them to an error page saying the ticket has been updated since
    they last looked, and pre-fills all the fields for them

Can anyone see any issues with this?

(more technical)

  1. submit the last modified time as a hidden input
  2. add it to the sql such that the statement fails (no wasted time
    making an extra statement to compare before insert)

-Joel

4

Joel,

What is the purpose? Are you trying to keep multiple people from

updating the same ticket? If, so, there is a much easier way to do it.

Kenn
LBNLOn 3/3/2008 3:18 PM, Joel Schuweiler wrote:

In large queues I find that a source of ‘confusing/messy/ugly/wrong’
tickets come from someone doing the following:

  1. person 1 opens a ticket
  2. person 2 opens the ticket and updates
  3. person 1 updates the ticket

person 1 and person 2 can both be internal, or one can be external,
either case it makes for a very confusing situation. I’m thinking about
looking into the following

  1. person 1 opens a ticket
  2. person 22 opens the ticket and updates
  3. person 1 updates the ticket
  4. rt sees that the last modified time has changed since last update
  5. pops them to an error page saying the ticket has been updated since
    they last looked, and pre-fills all the fields for them

Can anyone see any issues with this?

(more technical)

  1. submit the last modified time as a hidden input
  2. add it to the sql such that the statement fails (no wasted time
    making an extra statement to compare before insert)

-Joel

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5

Ken,

No, I want multiple people to update a ticket. I don’t want someone to
submit a change to a ticket if they haven’t seen a more recent change.

A prime example would be svn, when you try to check in something out of
date you’re not allowed to until you do an update, which forces you to
deal with any conflicts that may arise.

-Joel

Kenneth Crocker wrote: