Creator of transactions on ticket merge

RT Developers
1

Hello everyone,

we have been using RT for quite a while now and are very happy with it. Our
current production server runs 4.0.6 from the Ubuntu 12.10 repositories.

We intend to use our own implementation of a TimeWorkedReport, that happens
to use the same procedure described in
http://requesttracker.wikia.com/wiki/TimeWorkedReport, i.e. based on the
transactions for each ticket. Unfortunately this part of the implementation
strategy does not work:

  1. Was this transaction entered by the user RT_System? If so, it is the
    result

of a merge operation. Don’t count this time and skip to the next
transaction.

(The time will be captured elsewhere, under the original user that entered
it,

if it originally occurred in this time period of interest).

For both the SetLink MergedInto transactions and the SetField TimeWorked
transactions the Creator is the user that made the merge, not RT_SYSTEM. My
question now is: was this behavior changed before or after version 4.0.6? I
could not find a reference to it in the available release notes. Right now
there is no way to automatically ignore the transactions that come with a
merge as they cannot be identified as such. This unfortunately means that
the report can change retroactively and some TimeWorked could be counted
twice.

Thank you very much for your answers.

I am looking forward to hearing from you.

Best regards,

Kai Blöcker

Ihre Spezialisten für Netzwerke, Server, VoIP,
TYPO3 und IT-Trainings → http://www.aptico.de/ http://www.aptico.de/

mailto:kai.bloecker@aptico.de kai.bloecker@aptico.de,
http://www.aptico.de/ http://www.aptico.de/
Junior Level Linux Professional - LPIC-1

Zarafa Certified Engineer

aptico GmbH, x-apple-data-detectors://3/0 Alter Hellweg 60, D-44379
Dortmund
fon: tel:+49%20231%20185%2085-20 +49 231 185 85-20, fax:
tel:+49%20231%20185%2085-25 +49 231 185 85-25
Amtsgericht Dortmund: HRB 15084, Geschäftsführer:
Dipl. Ing. Hartmut Müller, Rudolf Slabe (MA), Tim Skopnik

2

we have been using RT for quite a while now and are very happy with it. Our current production
server runs 4.0.6 from the Ubuntu 12.10 repositories.

We intend to use our own implementation of a TimeWorkedReport, that happens to use the same
procedure described in [1]http://requesttracker.wikia.com/wiki/TimeWorkedReport, i.e. based on
the transactions for each ticket. Unfortunately this part of the implementation strategy does
not work:

  1. Was this transaction entered by the user RT_System? If so, it is the result
    of a merge operation. Don’t count this time and skip to the next transaction.
    (The time will be captured elsewhere, under the original user that entered it,
    if it originally occurred in this time period of interest).

For both the SetLink MergedInto transactions and the SetField TimeWorked transactions the
Creator is the user that made the merge, not RT_SYSTEM. My question now is: was this behavior
changed before or after version 4.0.6? I could not find a reference to it in the available
release notes. Right now there is no way to automatically ignore the transactions that come
with a merge as they cannot be identified as such. This unfortunately means that the report
can change retroactively and some TimeWorked could be counted twice.

TimeWorked on Merges was sort of a mess in 3.8 and 4.0 and was cleaned
up significantly in 4.2.

Search for ‘On Merge’ in
http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html
to read more about the details and the code in time-worked-history.pl
may help you figure out how to implement what you want on 4.0 until
you can upgrade to 4.2

-kevin

3

Search for ‘On Merge’ in
UPGRADING-4.2 - RT 5.0.5 Documentation - Best Practical

Thank you very much! This is exactly what I was looking for.

Kai

Ihre Spezialisten für Netzwerke, Server, VoIP,
TYPO3 und IT-Trainings → http://www.aptico.de/

kai.bloecker@aptico.de, http://www.aptico.de/
Junior Level Linux Professional - LPIC-1
Zarafa Certified Engineer

aptico GmbH, Alter Hellweg 60, D-44379 Dortmund
fon: +49 231 185 85-20, fax: +49 231 185 85-25
Amtsgericht Dortmund: HRB 15084, Geschäftsführer:
Dipl. Ing. Hartmut Müller, Rudolf Slabe (MA), Tim Skopnik