CreateChildTicket

Hi,

I found this on the wiki, but I’m not sure on I how I should integrate
this in my RT setup. We are using RT 3.4, any hints?

http://wiki.bestpractical.com/index.cgi?CreateChildTicket

    regards,
    Robin

Has anyone implemented this successfully?

Keep up with my goings on at http://theillien.blogspot.com

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNLOn 3/6/2008 2:54 PM, Mathew wrote:

Has anyone implemented this successfully?

I’m referring to the the code provided on the wiki which implements a button that allows the automatic creation of child tickets when creating a ticket. Not the built-in version which relies on manual creation of links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?

Keep up with my goings on at http://theillien.blogspot.com

Mathew,

Sorry. Your question wasn't that specific.

Kenn
LBNLOn 3/7/2008 9:36 AM, Mathew wrote:

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it. It works fine. I have several queries that provide a list of
tickets, the queues they are in, their status, some CF info, and any
dependancies whether they are Parent/Child, DependsOn/DependedOnBy.
What kind of difficulty are you having?

Kenn
LBNL

On 3/6/2008 2:54 PM, Mathew wrote:

Has anyone implemented this successfully?

Hi Matthew,
We deployed it successfully following the instructions. It works as
advertised :)From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any
dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?

Keep up with my goings on at http://theillien.blogspot.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Which RT version are you using. I tried it on 3.6.6 and it didn’t want to work. Where is the button supposed to be?

Helmuth Ramirez wrote:

Hi Matthew,
We deployed it successfully following the instructions. It works as
advertised :slight_smile:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any
dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?

Keep up with my goings on at http://theillien.blogspot.com

We’re running 3.6.3, it shows up on under the Links section. I am attaching a screenshot.From: Mathew [mailto:mathew.snyder@gmail.com]
Sent: Friday, March 07, 2008 5:00 PM
To: Helmuth Ramirez
Cc: Kenneth Crocker; RT Users
Subject: Re: [rt-users] CreateChildTicket

Which RT version are you using. I tried it on 3.6.6 and it didn’t want to work. Where is the button supposed to be?

Helmuth Ramirez wrote:

Hi Matthew,
We deployed it successfully following the instructions. It works as
advertised :slight_smile:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any
dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?

Keep up with my goings on at http://theillien.blogspot.com

Is this right?
Put into /usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction

Should that be /usr/local/rt3/local/share/request…?

Helmuth Ramirez wrote:

We’re running 3.6.3, it shows up on under the Links section. I am attaching a screenshot.

-----Original Message-----
From: Mathew [mailto:mathew.snyder@gmail.com]
Sent: Friday, March 07, 2008 5:00 PM
To: Helmuth Ramirez
Cc: Kenneth Crocker; RT Users
Subject: Re: [rt-users] CreateChildTicket

Which RT version are you using. I tried it on 3.6.6 and it didn’t want to work. Where is the button supposed to be?

Helmuth Ramirez wrote:

Hi Matthew,
We deployed it successfully following the instructions. It works as
advertised :slight_smile:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any
dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?


Keep up with my goings on at http://theillien.blogspot.com

I don’t know what I’m doing wrong but the instructions I’m following don’t want to work for me.

Helmuth Ramirez wrote:

We’re running 3.6.3, it shows up on under the Links section. I am attaching a screenshot.

-----Original Message-----
From: Mathew [mailto:mathew.snyder@gmail.com]
Sent: Friday, March 07, 2008 5:00 PM
To: Helmuth Ramirez
Cc: Kenneth Crocker; RT Users
Subject: Re: [rt-users] CreateChildTicket

Which RT version are you using. I tried it on 3.6.6 and it didn’t want to work. Where is the button supposed to be?

Helmuth Ramirez wrote:

Hi Matthew,
We deployed it successfully following the instructions. It works as
advertised :slight_smile:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any
dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?


Keep up with my goings on at http://theillien.blogspot.com

At Friday 3/7/2008 06:38 PM, Mathew wrote:

Is this right?
Put into
/usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction

Should that be /usr/local/rt3/local/share/request…?

Mathew,

Whatever your RT home directory is, your callback should go under
$RTHOME/local/html/Callbacks/xxxxxx/Ticket/Elements/ShowTransaction

where xxxxxx is any string you choose. Look at
http://wiki.bestpractical.com/view/CleanlyCustomizeRT for more
details on callbacks.

See

Hi Matt,
Sorry about the delayed response. Here is I put mine, please note, I am far from being a Linux admin, or Perl programmer, so if this is ‘dirty’ my apologies in advance :slight_smile:

/opt/rt3/local/html/Callbacks/child/Elements/ShowLinks

If I remember correctly, the ‘child’ folder I created myself to help me remember what it was.

Hope that helps some.From: Mathew [mailto:mathew.snyder@gmail.com]
Sent: Friday, March 07, 2008 5:53 PM
To: Helmuth Ramirez
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I don’t know what I’m doing wrong but the instructions I’m following don’t want to work for me.

Helmuth Ramirez wrote:

We’re running 3.6.3, it shows up on under the Links section. I am attaching a screenshot.

-----Original Message-----
From: Mathew [mailto:mathew.snyder@gmail.com]
Sent: Friday, March 07, 2008 5:00 PM
To: Helmuth Ramirez
Cc: Kenneth Crocker; RT Users
Subject: Re: [rt-users] CreateChildTicket

Which RT version are you using. I tried it on 3.6.6 and it didn’t want to work. Where is the button supposed to be?

Helmuth Ramirez wrote:

Hi Matthew,
We deployed it successfully following the instructions. It works as
advertised :slight_smile:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any
dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?


Keep up with my goings on at http://theillien.blogspot.com

Thanks to both you and Stephen. I didn’t think the path listed on the
wiki page made much sense.

Mathew

Helmuth Ramirez wrote:

Hi Matt,
Sorry about the delayed response. Here is I put mine, please note, I am far from being a Linux admin, or Perl programmer, so if this is ‘dirty’ my apologies in advance :slight_smile:

/opt/rt3/local/html/Callbacks/child/Elements/ShowLinks

If I remember correctly, the ‘child’ folder I created myself to help me remember what it was.

Hope that helps some.

-----Original Message-----
From: Mathew [mailto:mathew.snyder@gmail.com]
Sent: Friday, March 07, 2008 5:53 PM
To: Helmuth Ramirez
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I don’t know what I’m doing wrong but the instructions I’m following don’t want to work for me.

Helmuth Ramirez wrote:

We’re running 3.6.3, it shows up on under the Links section. I am attaching a screenshot.

-----Original Message-----
From: Mathew [mailto:mathew.snyder@gmail.com]
Sent: Friday, March 07, 2008 5:00 PM
To: Helmuth Ramirez
Cc: Kenneth Crocker; RT Users
Subject: Re: [rt-users] CreateChildTicket

Which RT version are you using. I tried it on 3.6.6 and it didn’t want to work. Where is the button supposed to be?

Helmuth Ramirez wrote:

Hi Matthew,
We deployed it successfully following the instructions. It works as
advertised :slight_smile:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I’m referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket. Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:

Mathew,

Exactly what do you mean by "implement"? The ability for the 

relationships are already there and nothing needs to be done. We use
it.
It works fine. I have several queries that provide a list of tickets,
the queues they are in, their status, some CF info, and any
dependancies
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of
difficulty are you having?

Kenn
LBNL

Has anyone implemented this successfully?


Keep up with me and what I’m up to: http://theillien.blogspot.com

Ugh…I’m still doing something wrong.

I’ve created
/usr/local/rt3/local/html/Callbacks/CreateChild/Ticket/Elements/ShowTransaction/.
I then created a file called Default under ShowTransaction and placed
within it the code on the wiki and verified that the full path is
readable. I’m still not getting the button under the Links widget though.

:frowning:

Mathew

Stephen Turner wrote:

At Friday 3/7/2008 06:38 PM, Mathew wrote:

Is this right?
Put into
/usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction

Should that be /usr/local/rt3/local/share/request…?

Mathew,

Whatever your RT home directory is, your callback should go under
$RTHOME/local/html/Callbacks/xxxxxx/Ticket/Elements/ShowTransaction

where xxxxxx is any string you choose. Look at
http://wiki.bestpractical.com/view/CleanlyCustomizeRT for more details
on callbacks.

See

Keep up with me and what I’m up to: http://theillien.blogspot.com

That is, IIRC, the paths used on debian systems.

Mathew wrote:

Hi all,

Our need is to create a ticket automatically when you click on a button on
RT. I found in the wiki CreateChildTicket, my question is: Can we transmit
the values of Custom Fields of a ticket in the child relies on this feature?
and how can we do this?

thank you,