Changes to system

RT Users
1

1: We are implementing RT for handling booking enquiries and general
enquiries from tourists.

2: Can we change status item from “Resolved” to “Booked” as resolved has
no relevance to our needs?

3: I’d love to be able to set a start number for tickets, I don’t like
starting at “#1”, obviously I can do it in the database but it would be
a neat provision in the setup.

Chris Mason
masonc@masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759

2

1: We are implementing RT for handling booking enquiries and general
enquiries from tourists.

Ok.

2: Can we change status item from “Resolved” to “Booked” as resolved has
no relevance to our needs?

Yes. See lib/RT/Ticket.pm , although there are other places in the code
needing changes.

3: I’d love to be able to set a start number for tickets, I don’t like
starting at “#1”, obviously I can do it in the database but it would be
a neat provision in the setup.

There is no initial setting in the install Makefile for the starting
number of the tickets, so the database trick is what you’ll need to make
do with :wink:

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security
3

1: We are implementing RT for handling booking enquiries and general
enquiries from tourists.

Nice to see open-source software showing up in the tourism industry,
which I’ve always imagined to be proprietary-application hell. :slight_smile:

3: I’d love to be able to set a start number for tickets, I don’t like
starting at “#1”, obviously I can do it in the database but it would be
a neat provision in the setup.

There is no initial setting in the install Makefile for the starting
number of the tickets, so the database trick is what you’ll need to make
do with :wink:

More importantly, RT simply asks the database for the next ticket
number, starting or otherwise.

For what it’s worth, the database trick for MySQL with MyISAM tables
is

ALTER TABLE Tickets AUTO_INCREMENT = new_starting_id;

With InnoDB tables, that isn’t supported :frowning: but you can get the same
feature with something like (off the top of my head!)

BEGIN WORK; 
ALTER TABLE Tickets id int not null;  -- removed "auto_increment"
INSERT INTO TICKETS (id) VALUES (new_starting_id);
ALTER TABLE Tickets id int not null auto_increment;
DELETE FROM TICKETS WHERE id = new_starting_id;
COMMIT;

(If I remember my password, I’ll test and faq that.)

-Rich

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

4

Nice to see open-source software showing up in the tourism industry,
which I’ve always >imagined to be proprietary-application hell. :slight_smile:

Pretty much everything we do is OS, we use ezpublish for our website,
for example, and Linux for our server. If I could find a good
reserverations system that was OS I would love it.

I just altered the tickets table so the default was 1000. I think it
would be a good way to set it up initially.
ThanksFrom: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com] On Behalf Of Rich Lafferty
Sent: Monday, December 09, 2002 11:43 AM
To: RT Users mailing list
Subject: Re: [rt-users] Changes to system

1: We are implementing RT for handling booking enquiries and general

enquiries from tourists.

3: I’d love to be able to set a start number for tickets, I don’t
like starting at “#1”, obviously I can do it in the database but it
would be a neat provision in the setup.

There is no initial setting in the install Makefile for the starting
number of the tickets, so the database trick is what you’ll need to
make do with :wink:

More importantly, RT simply asks the database for the next ticket
number, starting or otherwise.

For what it’s worth, the database trick for MySQL with MyISAM tables is

ALTER TABLE Tickets AUTO_INCREMENT = new_starting_id;

With InnoDB tables, that isn’t supported :frowning: but you can get the same
feature with something like (off the top of my head!)

BEGIN WORK; 
ALTER TABLE Tickets id int not null;  -- removed "auto_increment"
INSERT INTO TICKETS (id) VALUES (new_starting_id);
ALTER TABLE Tickets id int not null auto_increment;
DELETE FROM TICKETS WHERE id = new_starting_id;
COMMIT;

(If I remember my password, I’ll test and faq that.)

-Rich

Rich Lafferty
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca
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

5 
BEGIN WORK; 
ALTER TABLE Tickets id int not null;  -- removed "auto_increment"
INSERT INTO TICKETS (id) VALUES (new_starting_id);
ALTER TABLE Tickets id int not null auto_increment;
DELETE FROM TICKETS WHERE id = new_starting_id;
COMMIT;

(If I remember my password, I’ll test and faq that.)

Now that I’m using the right username, I’ve tested and faq’d that.
It turned out much simpler for InnoDB:

http://fsck.com/rtfm/article.html?id=5#224

If someone would like to provide the equivalent instructions for
PostgreSQL, I’ll happily add them.

Cheers,

-Rich

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

6

“RL” == Rich Lafferty rich+rt@lafferty.ca writes:

BEGIN WORK;
ALTER TABLE Tickets id int not null; – removed “auto_increment”
INSERT INTO TICKETS (id) VALUES (new_starting_id);
ALTER TABLE Tickets id int not null auto_increment;
DELETE FROM TICKETS WHERE id = new_starting_id;
COMMIT;

If you supply a default, it will use it. The next auto_increment
should pick up after the current max (dunno about these new fancy
table types, though). At least the MyISAM file type returns the next
up from the max current value for auto_increment types.

RL> If someone would like to provide the equivalent instructions for
RL> PostgreSQL, I’ll happily add them.

You just set the next val in the sequence. This should do it:

SELECT setval(‘tickets_id_seq’,42,false);

to make the next ticket number be 42.

You can even alter the sequence to give numbers incremented by values
other than 1, but that’s not too exciting.

7

If you supply a default, it will use it. The next auto_increment
should pick up after the current max (dunno about these new fancy
table types, though). At least the MyISAM file type returns the next
up from the max current value for auto_increment types.

Unfortunately, that reduces to “At least the MyISAM type works as
documented”, which is why it’s so messy (although less so in the end)
in the first place. :slight_smile:

I’m going to whine about InnoDB auto_increment on mysql-internals when
I’ve got time to compose a post that doesn’t look like a user
whining. :slight_smile:

[Postgres:]

You just set the next val in the sequence. This should do it:

SELECT setval(‘tickets_id_seq’,42,false);

to make the next ticket number be 42.

How pleasantly straightforward. :slight_smile: Thanks!

-Rich

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

8

I just altered the tickets table so the default was 1000. I think it
would be a good way to set it up initially.

Why? I’m kind of curious as to the point of this whole excercise. Who
cares what number gets used? (Unless, of course, one is try to migrate
from an existing system and trying to dodge existing ticket numbers or
some such.)

Steve

“Outlook not so good.” That magic 8-ball knows everything! I’ll ask
about Exchange Server next.
– (Stolen from the net)

9

“SG” == Steve Greenland steveg@lsli.com writes:

SG> On Mon, Dec 09, 2002 at 12:37:37PM -0400, Chris Mason wrote:

I just altered the tickets table so the default was 1000. I think it
would be a good way to set it up initially.

SG> Why? I’m kind of curious as to the point of this whole excercise. Who
SG> cares what number gets used? (Unless, of course, one is try to migrate
SG> from an existing system and trying to dodge existing ticket numbers or
SG> some such.)

Customers find it funny to get ticket number 3. Dunno why :wink:

If you got say, invoice number 14 from a company, would you think they
were big or small, or would you think they just started a new
invoicing system?

Vivek Khera, Ph.D. Khera Communications, Inc.
Internet: khera@kciLink.com Rockville, MD +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/

10

If you got say, invoice number 14 from a company, would you think they
were big or small, or would you think they just started a new
invoicing system?

If I cared about how big or small they were, I’d have done some research
before I got around to being invoiced. If I got a low ticket number from
a PTS, I’d probably assume they were using a new system…or that they
didn’t have many problems. :slight_smile: .

This kind of stuff (like businesses not accepting checks with low
numbers) just seems (at best) silly, or (in the check case) stupid,
because any judgement you make based on these kinds of numbers is
completely invalid: I can set ticket numbers to whatever I like, and I
can buy checks with whatever numbers I like, so what’s the point?

People are funny, I guess.

Steve

“Outlook not so good.” That magic 8-ball knows everything! I’ll ask
about Exchange Server next.
– (Stolen from the net)

11

“SG” == Steve Greenland steveg@lsli.com writes:

SG> completely invalid: I can set ticket numbers to whatever I like, and I
SG> can buy checks with whatever numbers I like, so what’s the point?

SG> People are funny, I guess.

You assume people are educated… :wink:

Personally, I started my ticket system at 1. I don’t care about such
nonsense, but some people do. Our invoices were started at a high
number…

12

Steve Greenland wrote:> On Tue, Dec 10, 2002 at 10:59:43AM -0500, Vivek Khera wrote:

If you got say, invoice number 14 from a company, would you think
they were big or small, or would you think they just started a new
invoicing system?

If I cared about how big or small they were, I’d have done some
research before I got around to being invoiced. If I got a low ticket
number from a PTS, I’d probably assume they were using a new
system…or that they didn’t have many problems. :slight_smile: .

This kind of stuff (like businesses not accepting checks with low
numbers) just seems (at best) silly, or (in the check case) stupid,
because any judgement you make based on these kinds of numbers is
completely invalid: I can set ticket numbers to whatever I like, and I
can buy checks with whatever numbers I like, so what’s the point?

People are funny, I guess.

We started at 1 (but used up almost a hundred just in testing). The
advantage of bigger numbers is that they are more identifiable as RT
tickets. If I yell “four-seven-seven-nine” across the office (or even
just mention it in passing in a conversation, people here will realize
it’s a ticket number, because that’s the most likely context. Saying
“eight” has so many possible contexts that people wouldn’t guess.

Also, small numbers keep changing how many digits they contain, which
makes sundry tickets not line up quite as well. Had we started at 10000
then we could’ve had five-digit ticket numbers for a long time.

Smylers
GBdirect

13

It doesn’t matter what the logic is, in business we deal in reality, we
make make money from consumer confidence in us, and we avoid anything
that might create suspicion. It’s the little things.From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com] On Behalf Of Steve Greenland
Sent: Tuesday, December 10, 2002 12:51 PM
To: ‘RT Users mailing list’
Subject: Re: [rt-users] Changes to system

If you got say, invoice number 14 from a company, would you think they

were big or small, or would you think they just started a new
invoicing system?

If I cared about how big or small they were, I’d have done some research
before I got around to being invoiced. If I got a low ticket number from
a PTS, I’d probably assume they were using a new system…or that they
didn’t have many problems. :slight_smile: .

This kind of stuff (like businesses not accepting checks with low
numbers) just seems (at best) silly, or (in the check case) stupid,
because any judgement you make based on these kinds of numbers is
completely invalid: I can set ticket numbers to whatever I like, and I
can buy checks with whatever numbers I like, so what’s the point?

People are funny, I guess.

Steve

“Outlook not so good.” That magic 8-ball knows everything! I’ll ask
about Exchange Server next.
– (Stolen from the net)
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

14

Hello Chris,On Sat, 2002-12-07 at 14:44, Chris Mason wrote:

1: We are implementing RT for handling booking enquiries and general
enquiries from tourists.

2: Can we change status item from “Resolved” to “Booked” as resolved has
no relevance to our needs?
it is possible. We added “fixed” and “rejected” for our purposes.

You have to change first
/opt/rt2/lib/RT/Queue.pm:@STATUS = qw(new open stalled resolved dead);

but remember that rt updates will set this back.

Then you have to change the following pages as minimum.
html/Search/Listing.html
html/Ticket/Update.html
html/Ticket/Elements/Tabs
html/Elements/MyRequests
html/Elements/MyTickets
html/Elements/MyQueues

because the string resolved is used all over there.
Do it in a local tree, to avoid problems with updates.

Regards
Harald

Dr. Harald Kolléra
Professional Services
fun communications GmbH
Brauerstrasse 6 76135 Karlsruhe Germany
Tel: +49 721 964480 Fax: +49 721 96448-299
email: harald.kollera@fun.de http://www.fun.de/

15

We are implementing RT for handling booking enquiries and general
enquiries from tourists.

Can we change status item from “Resolved” to “Booked” as resolved has no
relevance to our needs?

I’d love to be able to set a start number for tickets, I don’t like
starting at “#1”, obviously I can do it in the database but it would be
a neat provision in the setup.

Chris Mason
masonc@masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759