Comments on resolve

Hello All,

We are running RT 3.0.10. I would like to setup RT so that when a ticket is
resolved, the comments are mailed to the requestor and to the watchers. I
see an option where a link to the ticket is emailed during resolve. But if
the user opening a ticket doesn’t have a login, how can we see the comments?
Does RT already have an option for this or is there a fix for this?

I will appreciate any help on this.

Raj

Rajesh Menon

Systems Administrator

311 Powers Hall

662-915-3862

We are running RT 3.0.10. I would like to setup RT so that when a
ticket is
resolved, the comments are mailed to the requestor and to the
watchers. I
see an option where a link to the ticket is emailed during resolve.
But if

When you relove the ticket, change the little drop-down menu from
"comment" to “reply”.

Or am I missing something?

Vivek Khera, Ph.D.
+1-301-869-4449 x806

smime.p7s (2.42 KB)

Vivek,

That would mean the resolve will be a two step process. If i
select from the drop-down menu, the ticket will still be
open. I was wondering if there is a way to send the
resolution comments while resolving the call???

Thanks for your response.

Raj

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Today’s Topics:

  1. Re: Duplicate Correspond/Comment entry on
    reply/resolve
    (Jesse Vincent)
  2. Re: Attachments not sent to owners (Jesse Vincent)
  3. Muti-value custom field problem after 3.2.2 upgrade
    (F?bio S?rgio Cruz)
  4. Re: Muti-value custom field problem after 3.2.2
    upgrade
    (Todd Chapman)
  5. Re: RT-Users Digest, Vol 7, Issue 37 (Paul Williams)
  6. Re: History not displayed when visiting merged
    ticket
    (Vivek Khera)
  7. help - RTFM - linking articles TO articles (Hanson,
    Dave)
  8. Re: Accessing postgres DB for Excel reports (Vivek
    Khera)
  9. Re: Comments on resolve (Vivek Khera)


Message: 1
Date: Mon, 18 Oct 2004 12:57:28 -0400
From: Jesse Vincent jesse@bestpractical.com
Subject: Re: [rt-users] Duplicate Correspond/Comment entry
on
reply/resolve
To: rt-users@lists.bestpractical.com
Cc: rt-users rt-users@lists.bestpractical.com
Message-ID: 20041018165728.GA17824@pallas.eruditorum.org
Content-Type: text/plain; charset=utf-8

On Mon, Oct 18, 2004 at 04:39:43PM +0200, Jrg Eichhorn

wrote: Hi all,

i just updated to RT3.2.2 from 3.0.11 - the update works
fine, but now i have on issue when resolving tickets
or replying to ticket from rt, that besides the normal
comment/correspond entry a second empty entry is added.
This behavior wasn’t there before the update.

Any idea how to disable this?

You enable innodb and convert your RT tables to it. RT
requires InnoDB.

Thanks for help.

Jörg Eichhorn


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Be sure to check out the RT wiki at
http://wiki.bestpractical.com


Message: 2
Date: Mon, 18 Oct 2004 13:11:22 -0400
From: Jesse Vincent jesse@bestpractical.com
Subject: Re: [rt-users] Attachments not sent to owners
To: Joseph_Micciche@Progressive.com
Cc: rt-users@lists.bestpractical.com
Message-ID: 20041018171122.GB17824@pallas.eruditorum.org
Content-Type: text/plain; charset=us-ascii

On Mon, Oct 18, 2004 at 09:04:30AM -0400,

Joseph_Micciche@Progressive.com wrote: A new ticket is
created, admin correspondence sent, I go into the ticket
do a Jumbo update and set a few custom fields and assign
an owner. The owner gets notified via global scrip
OnOwnerChange Notify Owner with global Template
OwnerChange. The owner gets the email with the text from
the template.

Ownerchange template:

RT-Attach-Message: yes


BUT the owner never gets the attachment! This is a real
PITA b/c I have to send every one manually.:frowning: Thanks for
any help.

If you look at the transaction history, you’ll see that
the comment and owner change are different
transactions. And RT-Attach-Message: will only attach
messages from the current txn.

Joe Micciche


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http://wiki.bestpractical.com


Message: 3
Date: Mon, 18 Oct 2004 14:07:35 -0300
From: F?bio S?rgio Cruz fabio.cruz@camara.gov.br
Subject: [rt-users] Muti-value custom field problem after
3.2.2
upgrade
To: "‘rt-users@lists.bestpractical.com’"
rt-users@lists.bestpractical.com
Cc: Alexandre de Medeiros Ribeiro
alexandre.medeiros@camara.gov.br,
Fabiano Tomimatsu fabiano.tomimatsu@camara.gov.br
Message-ID:
20041018171238.639BC2F01D2@epicuro.camara.gov.br
Content-Type: text/plain; charset=“iso-8859-1”

Hi, all,

I got this problem:

After upgrading RT from 3.0.10 to 3.2.2, the contents of
muti-value custom fields are shown as bound into a single
line (no “new line” separation among the muti-values in a
given custom field). This problem is only noticeable after
any change is made to the content of the custom field.

Did I make some mistake during the upgrade process? Or is
this a known problem?
Thanks for any help.

Regards,

Fabio Cruz

My setup is:

RT 3.2.2 (upgraded from 3.0.10)
RedHat 9.0
MySQL v4.0
Apache 2.04
Perl v5.8.0
mod_perl v1.9907


Message: 4
Date: Mon, 18 Oct 2004 12:46:46 -0400
From: Todd Chapman rt@chaka.net
Subject: Re: [rt-users] Muti-value custom field problem
after 3.2.2
upgrade
To: F?bio S?rgio Cruz fabio.cruz@camara.gov.br
Cc: Alexandre de Medeiros Ribeiro
alexandre.medeiros@camara.gov.br,
"‘rt-users@lists.bestpractical.com’"
rt-users@lists.bestpractical.com, Fabiano
Tomimatsu
fabiano.tomimatsu@camara.gov.br
Message-ID: 20041018164646.GI10762@chaka.net
Content-Type: text/plain; charset=iso-8859-1

This has been fixed in SVN. See my patches:

http://rt3.fsck.com/Ticket/Display.html?id=6165
http://rt3.fsck.com/Ticket/Display.html?id=6166

-Todd

On Mon, Oct 18, 2004 at 02:07:35PM -0300, Fábio Sérgio

Cruz wrote: Hi, all,

I got this problem:

After upgrading RT from 3.0.10 to 3.2.2, the contents of
muti-value custom fields are shown as bound into a
single line (no “new line” separation among the
muti-values in a given custom field). This problem is
only noticeable after any change is made to the content
of the custom field.
Did I make some mistake during the upgrade process? Or
is this a known problem?
Thanks for any help.

Regards,

Fabio Cruz

My setup is:

RT 3.2.2 (upgraded from 3.0.10)
RedHat 9.0
MySQL v4.0
Apache 2.04
Perl v5.8.0
mod_perl v1.9907


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Be sure to check out the RT wiki at
http://wiki.bestpractical.com


Message: 5
Date: Mon, 18 Oct 2004 13:03:36 -0500
From: Paul Williams paul.williams@uwex.edu
Subject: [rt-users] Re: RT-Users Digest, Vol 7, Issue 37
To: rt-users@lists.bestpractical.com
Message-ID:
5.2.1.1.2.20041018124610.01cd6e28@imap.uwex.edu
Content-Type: text/plain; charset=“us-ascii”;
format=flowed

At 12:00 PM 10/14/2004 -0400, you wrote:

Date: Wed, 13 Oct 2004 22:20:28 -0400
From: seph seph@directionless.org
Subject: [rt-users] Re: requesttracker gets lost in
Tickets option >To: Paul Williams paul.williams@uwex.edu
Cc: rt-users@lists.bestpractical.com
Message-ID: w52u0syca6r.fsf@lame.message.id
Content-Type: text/plain; charset=us-ascii

I have installed Requesttracker 3.2.2, on a Redhat
Linux AS 2.1 system. I am running Apache 1.3.31
(compiled and installed from source), and I am using
mod_perl 1.29. >
I have installed perl-5.8.5 into its own tree at
/usr/local/perl5/perl5.8.5 (I also modifed
/usr/bin/perl to point to that perl). >
I believe you’ll need to rebuilt mod_perl against that
perl install as >well.

seph

Yes, I had already rebuilt mod_perl using apache and
perl-5.8.5.

If I check the apache logs I see that when I click on any
link I see a corresponding entry in the log. Unless I
click on the Tickets link. When I click on Tickets, the
cpu jumps to near 100% on one of the httpd processes and I
do not see a corresponding entry for Build.html. Then I
need to restart apache before any link will work.

For example, the access log shows

If I click on Tools I see
x.x.x.x - - [18/Oct/2004:13:02:32 -0500] “GET
/NoAuth/webrt.css HTTP/1.1” 200 7316
x.x.x.x - - [18/Oct/2004:13:02:32 -0500] “GET
/Tools/Offline.html HTTP/1.1” 200 7618

If I click on Admin, I see
x.x.x.x - - [18/Oct/2004:13:02:37 -0500] “GET
/NoAuth/webrt.css HTTP/1.1” 200 7316
x.x.x.x - - [18/Oct/2004:13:02:37 -0500] “GET /Admin/
HTTP/1.1” 200 6687

But if I click on Tickets, I only see
x.x.x.x - - [18/Oct/2004:13:02:45 -0500] “GET
/NoAuth/webrt.css HTTP/1.1” 200 7316

It appears that the software gets hung up in the
Build.html module. Is there a way to generate output so
one can see where it might be bogging down?

I have checked over the RT_SiteConfig.pm file a number of
times but haven’t found some place where I may have
entered the wrong value.

Any help is appreciated.

paulw


Message: 6
Date: Mon, 18 Oct 2004 14:12:24 -0400
From: Vivek Khera vivek@khera.org
Subject: Re: [rt-users] History not displayed when
visiting merged
ticket
To: RT-Users (E-Mail) rt-users@lists.bestpractical.com
Message-ID:
434D39EF-2131-11D9-8C4A-000A9578CFCC@khera.org
Content-Type: text/plain; charset=“us-ascii”

we observed this with DBIx::SearchBuilder 1.10. Upping to
1.11 fixed it.

On Fri, Oct 15, 2004 at 11:43:00AM -0400, Bret Martin
wrote: >> RT 3.2.1: when I visit a merged ticket number,
the metadata is >> displayed, but no history. I have to
visit the ticket into which the >> ticket was merged to
see the merged history for the two tickets. For >>
example: >>

  • Merge ticket #264 into #205

  • Type “264” into the search box: only metadata is
    displayed, no >> history

That’s not right. That’s a bug. Can you poke a bit more
and see if you can find out what’s going on?


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at
http://wiki.bestpractical.com >
Vivek Khera, Ph.D.
+1-301-869-4449 x806

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Message: 7
Date: Mon, 18 Oct 2004 13:57:24 -0400
From: “Hanson, Dave” Dave.Hanson@ogs.state.ny.us
Subject: [rt-users] help - RTFM - linking articles TO
articles To: "‘rt-users@lists.bestpractical.com’"
rt-users@lists.bestpractical.com
Message-ID:

<BF35BC253FBCD211A9D30008C7CF18D314A74F3E@exchsv3.ogsnet.o
gs.state.ny.us>

Content-Type: text/plain; charset=“iso-8859-1”

I just installed RTFM and am evaluating some of the
features. Right now I am snagged on one thing:.

Linking articles to articles: in response to “Enter
Articles or URIs to link Articles to. Seperate multiple
entries with spaces” I enter integers, but they only seem
to refer to tickets, not articles. What is the secret to
linking an article to another article? THANKS!
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Message: 8
Date: Mon, 18 Oct 2004 14:15:50 -0400
From: Vivek Khera vivek@khera.org
Subject: Re: [rt-users] Accessing postgres DB for Excel
reports To: RT-Users (E-Mail)
rt-users@lists.bestpractical.com Message-ID:
BE05AB7A-2131-11D9-8C4A-000A9578CFCC@khera.org
Content-Type: text/plain; charset=“us-ascii”

Does anyone have any
experiences/pointers/documentation/etc… that might
point me in the right direction? >

What exactly is your issue? Getting ODBC talking to
postgres? What queries to run? Please elaborate on
exactly what your problem is.

You might be best off by defining some views in postgres
for your PHB to query, so he doesn’t have to do any
complex query configuration.

Vivek Khera, Ph.D.
+1-301-869-4449 x806

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Message: 9
Date: Mon, 18 Oct 2004 14:17:17 -0400
From: Vivek Khera vivek@khera.org
Subject: Re: [rt-users] Comments on resolve
To: RT-Users (E-Mail) rt-users@lists.bestpractical.com
Message-ID:
F186A858-2131-11D9-8C4A-000A9578CFCC@khera.org
Content-Type: text/plain; charset=“us-ascii”

We are running RT 3.0.10. I would like to setup RT so
that when a ticket is
resolved, the comments are mailed to the requestor and
to the watchers. I
see an option where a link to the ticket is emailed
during resolve. But if

When you relove the ticket, change the little drop-down
menu from “comment” to “reply”.

Or am I missing something?

Vivek Khera, Ph.D.
+1-301-869-4449 x806

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RT-Users mailing list
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That would mean the resolve will be a two step process. If i
select from the drop-down menu, the ticket will still be
open. I was wondering if there is a way to send the
resolution comments while resolving the call???

If you don’t care about having RT send the default/template “this
ticket has been resolved” email, and you don’t want to modify any RT
functionality, then you can do this as one step: use the Reply link at
the top of the ticket page, and then set the status to “resolved” with
the Status pull-down. AFAIK, this is equivalent to Vivek’s suggestion,
which is to use the Resolve link, then use the Update Type pull-down to
say “Response to requestors.”

If you do care to have RT send that "this ticket has been resolved"
message, in addition to having your comments sent, then it’s a two-step
process without modifying RT.

-Guy