Change/modify tickets

As an admin of the system, how can I change the subject, sender and the
content of a ticket?

1- At times a ticket comes from a template form in a web server or such and
I would like to change the “requestor” email address so reply will go to the
correct requestor.
2- At times it would be nice to edit out the content of the original ticket
to remove offensive language, fix spelling error etc.
3- How do I set the start and due date automatically when the ticket is
created?

Thanks

Sergio

Sergio Cesar wrote:

As an admin of the system, how can I change the subject, sender and the
content of a ticket?

subject: changeable from the “basics” menu/tab when viewing the ticket
sender (aka requestor): changeable from the “people” menu/tab
content: you cannot generally do that.

3- How do I set the start and due date automatically when the ticket is
created?

start is typically set when work is started on the ticket; due is set
by default under Configuration->Queues->queue->“Requests should be due in:”

… hmm, except that does not seem to work for me. Either I broke
something in the move to Time::ParseDate, or there’s a bug…

See the following URL for a possible fix:

http://fsck.com/rt2/Ticket/Display.html?id=1998&user=guest&pass=guest
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Thanks, got it.

If any one knows of a script or a way to actually edit the content I would
be very much interested.

As a newbie to RT I don’t feel yet comfortable with the database schema, but
if someone could hint me what are the tables/fields I need to edit and some
warning what not to touch I may venture a perl script to do so… :slight_smile:

Thanks again.

SergioFrom: rt-users-admin@lists.fsck.com [mailto:rt-users-admin@lists.fsck.com]On
Behalf Of Phil Homewood
Sent: Monday, January 27, 2003 8:27 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] change/modify tickets

Sergio Cesar wrote:

As an admin of the system, how can I change the subject, sender and the
content of a ticket?

subject: changeable from the “basics” menu/tab when viewing the ticket
sender (aka requestor): changeable from the “people” menu/tab
content: you cannot generally do that.

3- How do I set the start and due date automatically when the ticket is
created?

start is typically set when work is started on the ticket; due is set
by default under Configuration->Queues->queue->“Requests should be due in:”

… hmm, except that does not seem to work for me. Either I broke
something in the move to Time::ParseDate, or there’s a bug…

See the following URL for a possible fix:

http://fsck.com/rt2/Ticket/Display.html?id=1998&user=guest&pass=guest
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Thanks, got it.

If any one knows of a script or a way to actually edit the content I would
be very much interested.

As a newbie to RT I don’t feel yet comfortable with the database schema, but
if someone could hint me what are the tables/fields I need to edit and some
warning what not to touch I may venture a perl script to do so… :slight_smile:

That’s easy: Don’t touch the database; touch the API. :slight_smile:

I’ve done a lot of small to medium modifications to RT here – my
RT rpm has 48 patches now! – and I’ve never needed to touch the
database outside the API, except for incrementing the ticket counter
for ticket numbering by date.

The API is documented in perldoc, so

export PERL5LIB /opt/rt2/lib
perldoc RT::Ticket

and so forth, and look at existing code (such as the stuff in
WebRT/html/ and in bin/) to oget a start as to what’s what.

Cheers,

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------