AutoTake - where?

matthew_zeier1 · May 29, 2002, 2:10pm

I recall some talk about an AutoTake action but can’t locate it in the
contrib directory. Can someone point me at it?

matthew zeier - “In mathematics you don’t understand things. You just
get used to them.” - Johann von Neumann

David_Chu · May 29, 2002, 3:33pm

I converted it from MIME format from the archives. I have attached it in
this email. They work pretty well, although I have the following problems:

I have setup: OnCreate AutoTake with template Blank. It works great with
tickets created through the web interace. However, this event does not seem
to work on events created from emailed tickets
What is the smart way to debug, esp when working with scrips? I thought
of writing debug text to the description field of a ticket but this sure
seems roundabout. Any suggetsions welcome.

-david

David C. Chu
Network Tools Intern
America Online

insert_action_AutoAssign.pl.txt (1.46 KB)

AutoAssign.pm.txt (1.21 KB)

Bruce_Campbell · May 29, 2002, 3:52pm

I converted it from MIME format from the archives. I have attached it in
this email. They work pretty well, although I have the following problems:

Aiieeee, the version from the archives mentions ‘AutoAssign’, not
‘AutoTake’ - be sure to change everything first. ( my error when
initially posting).

Some of my RT stuff is available from http://www.amsterdamned.org/~bc/rt/
if your mailer cannot grok the archives.

To quickly answer your questions (I’m about to be absent for a few weeks,
so apologies for being rushed):

I have setup: OnCreate AutoTake with template Blank. It works great with
tickets created through the web interace. However, this event does not seem
to work on events created from emailed tickets

Your Privileged Users have no email address associated with them; RT will
have autocreated additional users for them based on email address.

What is the smart way to debug, esp when working with scrips? I thought
of writing debug text to the description field of a ticket but this sure
seems roundabout. Any suggetsions welcome.

Grep for RT::Logger throughout the RT code, and find the logging mentions
in config.pm

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

David_Chu · May 29, 2002, 4:15pm

To quickly answer your questions (I’m about to be absent for a few weeks,
so apologies for being rushed):

I have setup: OnCreate AutoTake with template Blank. It works great
with
tickets created through the web interace. However, this event does not
seem
to work on events created from emailed tickets

Your Privileged Users have no email address associated with them; RT will
have autocreated additional users for them based on email address.

Thanks for the help Bruce. For testing purposes, I have the sender of the
email as a SuperUser. This still does not seem to automatically make them
the owner of the ticket the requestor when done via email. I realize you
are rushed Bruce, so could someone else knowledgable about RT maybe help
clarify? Thanks!

-david

David C. Chu
Network Tools Intern
America Online

Bruce_Campbell · May 29, 2002, 4:29pm

Your Privileged Users have no email address associated with them; RT will
have autocreated additional users for them based on email address.

Thanks for the help Bruce. For testing purposes, I have the sender of the
email as a SuperUser. This still does not seem to automatically make them
the owner of the ticket the requestor when done via email. I realize you
are rushed Bruce, so could someone else knowledgable about RT maybe help
clarify? Thanks!

AutoTake makes sure that the User can own tickets in the current queue. If
they’re not able to OwnTickets (see User Rights in Configuration) in that
queue, AutoTake won’t assign tickets to them. Merely being SuperUser
won’t cut it (my code expects more than a fancy coloured pair of
underpants to be impressed ).

Have a look through the AutoTake code for what is expected.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

matthew_zeier1 · May 31, 2002, 1:47pm

I just installed this and was trying to get it to work. As a global scrip,
I have:

OnCorrespond AutoTake with template Blank

However, when I reply/correspond with the ticket, RT assigns it to me and
“I” promptly give it back to nobody.

Fri May 31 06:36:01 2002 RT_System - Given to mrz
Fri May 31 06:36:04 2002 mrz - Given to Nobody

Is there a conflict with one of the existing scrips (below)? How do I debug
this?

OnTransaction NotifyOwner with template Transaction
OnCreate NotifyAdminCcs with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnComment NotifyAdminCcsAsComment with template AdminComment
OnStatus NotifyOwnerAsComment with template StatusChange
OnOwnerChange NotifyOwnerAsComment with template Give
OnOwnerChange NotifyOldOwner with template Steal
OnQueueChange NotifyAllWatchers with template QueueChange
OnResolve NotifyRequestors with template ResolvedPlus
OnComment NotifyOtherRecipientsAsComment with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence

OnCreate AutoreplyToRequestors with template Autoreply
OnCreate NotifyDispatcher with template AdminCorrespondenceFrom: “Bruce Campbell” bruce_campbell@ripe.net
To: “David Chu” davidchu@aol.net
Cc: “matthew zeier” mrz@intelenet.net; “Ferguson, Kevin”
KFerguso@chi.navtech.com; rt-users@fsck.com
Sent: Wednesday, May 29, 2002 8:52 AM
Subject: Re: [rt-users] AutoTake - where?

I converted it from MIME format from the archives. I have attached it
in
this email. They work pretty well, although I have the following
problems:

Aiieeee, the version from the archives mentions ‘AutoAssign’, not
‘AutoTake’ - be sure to change everything first. ( my error when
initially posting).

Some of my RT stuff is available from http://www.amsterdamned.org/~bc/rt/
if your mailer cannot grok the archives.

To quickly answer your questions (I’m about to be absent for a few weeks,
so apologies for being rushed):

I have setup: OnCreate AutoTake with template Blank. It works great
with
tickets created through the web interace. However, this event does not
seem
to work on events created from emailed tickets

Your Privileged Users have no email address associated with them; RT will
have autocreated additional users for them based on email address.

What is the smart way to debug, esp when working with scrips? I
thought
of writing debug text to the description field of a ticket but this sure
seems roundabout. Any suggetsions welcome.

Grep for RT::Logger throughout the RT code, and find the logging mentions
in config.pm

–
Bruce Campbell
RIPE
Systems/Network Engineer
NCC
www.ripe.net - PGP562C8B1B
Operations

Bruce_Campbell · May 31, 2002, 7:30pm

I just installed this and was trying to get it to work. As a global scrip,
I have:

OnCorrespond AutoTake with template Blank

However, when I reply/correspond with the ticket, RT assigns it to me and
“I” promptly give it back to nobody.

Fri May 31 06:36:01 2002 RT_System - Given to mrz
Fri May 31 06:36:04 2002 mrz - Given to Nobody

There is a problem with AutoTake in that when it fires when the action was
triggered from the WebUI, the WebUI resets the owner information back to
what it was. This problem does not occur from the mail interface, which
is our primary usage of the ScripAction.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

Phil_Homewood2 · June 1, 2002, 11:39am

Bruce Campbell wrote:

There is a problem with AutoTake in that when it fires when the action was
triggered from the WebUI, the WebUI resets the owner information back to
what it was. This problem does not occur from the mail interface, which
is our primary usage of the ScripAction.

I posted a patch to webrt/Ticket/Update.pm to rt-devel on
April 25; I subsequently decided it was Too Damn Ugly and
rewrote it. See attached.

(This will make the WebUI default the owner to the current
user if said user has the right to own the ticket, and the
ticket was previously owned by Nobody.)

Ticket-Update.patch (1.44 KB)

Phil_Homewood2 · June 1, 2002, 11:47am

Phil Homewood wrote:

I posted a patch to webrt/Ticket/Update.pm to rt-devel on
April 25; I subsequently decided it was Too Damn Ugly and
rewrote it. See attached.

Ack, and that patch got garbled, it seems. Try this one.

Ticket-Update.patch (1.45 KB)