Forking a ticket

I am sure this is an FAQ, but I couldn’t find an answer for it.

I find people often use an existing ticket to describe a brand new
issue. I’d love to be able to take this new correspondence within an
existing ticket, and move it into a brand new ticket.

Is this possible?

Cheers,
David

Nuix Pty Ltd
Suite 79, 89 Jones St, Ultimo NSW 2007, Australia Ph: +61 2 9280 0699
Web: http://www.nuix.com Fax: +61 2 9212 6902

List archives turn up these relevant threads:

http://www.gossamer-threads.com/lists/rt/users/13402?search_string=fork

http://www.gossamer-threads.com/lists/rt/users/16845
http://page.mi.fu-berlin.de/pape/rt3screenshots/

Cambridge Energy Alliance: Save money & the planet

I’ve not tried Dirk’s forking patch with 3.8.1 yet, but it worked very
well in 3.6.5. I’m still working on testing my local mods on a test box
before I do a full upgrade.

Jerrad Pierce wrote:

List archives turn up these relevant threads:

http://www.gossamer-threads.com/lists/rt/users/13402?search_string=fork

http://www.gossamer-threads.com/lists/rt/users/16845
http://page.mi.fu-berlin.de/pape/rt3screenshots/


Cambridge Energy Alliance: Save money & the planet


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

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

When we upgraded to 3.8.0, I reworked most of Dirk’s forking patch into
callbacks (I did keep the standalone select-queue page, although at some
point I’d like to try eliminating that as well with some sort of ajaxy
dropdown queue selector) so I wouldn’t have to keep re-patching each
upgrade. If there’s interest, I can knock together some documentation
and make my version available for download somewhere.

Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
Longview, Texas USAFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Drew
Barnes
Sent: Friday, August 22, 2008 8:40 AM
To: Jerrad Pierce
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Forking a ticket

I’ve not tried Dirk’s forking patch with 3.8.1 yet, but it worked very
well in 3.6.5. I’m still working on testing my local mods on a test box
before I do a full upgrade.

Jerrad Pierce wrote:

List archives turn up these relevant threads:

http://www.gossamer-threads.com/lists/rt/users/13402?search_string=for
k

http://www.gossamer-threads.com/lists/rt/users/16845
http://page.mi.fu-berlin.de/pape/rt3screenshots/

Hi Mark,

I would be very interested in a documentation, and if possible a download.

Robert Keidel

IRIS International
Chatsworth, CAOn Fri, Aug 22, 2008 at 7:48 AM, Roedel, Mark MarkRoedel@letu.edu wrote:

When we upgraded to 3.8.0, I reworked most of Dirk’s forking patch into
callbacks (I did keep the standalone select-queue page, although at some
point I’d like to try eliminating that as well with some sort of ajaxy
dropdown queue selector) so I wouldn’t have to keep re-patching each
upgrade. If there’s interest, I can knock together some documentation
and make my version available for download somewhere.


Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
Longview, Texas USA

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Drew
Barnes
Sent: Friday, August 22, 2008 8:40 AM
To: Jerrad Pierce
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Forking a ticket

I’ve not tried Dirk’s forking patch with 3.8.1 yet, but it worked very
well in 3.6.5. I’m still working on testing my local mods on a test box
before I do a full upgrade.

Jerrad Pierce wrote:

List archives turn up these relevant threads:

http://www.gossamer-threads.com/lists/rt/users/13402?search_string=for
k

http://www.gossamer-threads.com/lists/rt/users/16845
http://page.mi.fu-berlin.de/pape/rt3screenshots/


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

That would be fantastic. I could probably provide a low bandwidth
mirror if you needed.

Robert Keidel wrote:

Hi Mark,

I would be very interested in a documentation, and if possible a download.

Robert Keidel

IRIS International
Chatsworth, CA

When we upgraded to 3.8.0, I reworked most of Dirk's forking patch
into
callbacks (I did keep the standalone select-queue page, although
at some
point I'd like to try eliminating that as well with some sort of ajaxy
dropdown queue selector) so I wouldn't have to keep re-patching each
upgrade.  If there's interest, I can knock together some documentation
and make my version available for download somewhere.


--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
Longview, Texas  USA


-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
<mailto:rt-users-bounces@lists.bestpractical.com>
[mailto:rt-users-bounces@lists.bestpractical.com
<mailto:rt-users-bounces@lists.bestpractical.com>] On Behalf Of Drew
Barnes
Sent: Friday, August 22, 2008 8:40 AM
To: Jerrad Pierce
Cc: rt-users@lists.bestpractical.com
<mailto:rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] Forking a ticket

I've not tried Dirk's forking patch with 3.8.1 yet, but it worked very
well in 3.6.5. <http://3.6.5.>  I'm still working on testing my
local mods on a test box
before I do a full upgrade.

Jerrad Pierce wrote:
> List archives turn up these relevant threads:
>
>
http://www.gossamer-threads.com/lists/rt/users/13402?search_string=for
> k
>
> http://www.gossamer-threads.com/lists/rt/users/16845
> http://page.mi.fu-berlin.de/pape/rt3screenshots/
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

Roedel, Mark wrote:

When we upgraded to 3.8.0, I reworked most of Dirk’s forking patch into
callbacks (I did keep the standalone select-queue page, although at some
point I’d like to try eliminating that as well with some sort of ajaxy
dropdown queue selector) so I wouldn’t have to keep re-patching each
upgrade. If there’s interest, I can knock together some documentation
and make my version available for download somewhere.

I’m too interested since I tried the patch of Dirk but it fails with
3.8.x and there is a piece of code that almost does what the patch does
but not quite to my taste. So add me to the list please.

Regards,

Joop

Joop van de Wege wrote:

Roedel, Mark wrote:

When we upgraded to 3.8.0, I reworked most of Dirk’s forking patch into
callbacks (I did keep the standalone select-queue page, although at some
point I’d like to try eliminating that as well with some sort of ajaxy
dropdown queue selector) so I wouldn’t have to keep re-patching each
upgrade. If there’s interest, I can knock together some documentation
and make my version available for download somewhere.

I’m too interested since I tried the patch of Dirk but it fails with
3.8.x and there is a piece of code that almost does what the patch does
but not quite to my taste. So add me to the list please.

Please add me to the list as well, since I am using RT 3.8.0. Given
that this patch has been around for a long time, is there any reason why
it hasn’t been accepted into the core distribution of RT? It seems like
a modification a lot of people would benefit from…

Cheers,
David

Nuix Pty Ltd
Suite 79, 89 Jones St, Ultimo NSW 2007, Australia Ph: +61 2 9280 0699
Web: http://www.nuix.com Fax: +61 2 9212 6902

Joop van de Wege wrote:

Roedel, Mark wrote:

When we upgraded to 3.8.0, I reworked most of Dirk’s forking patch
into
callbacks (I did keep the standalone select-queue page, although
at some
point I’d like to try eliminating that as well with some sort of
ajaxy
dropdown queue selector) so I wouldn’t have to keep re-patching each
upgrade. If there’s interest, I can knock together some
documentation
and make my version available for download somewhere.

I’m too interested since I tried the patch of Dirk but it fails with
3.8.x and there is a piece of code that almost does what the patch
does
but not quite to my taste. So add me to the list please.

Please add me to the list as well, since I am using RT 3.8.0. Given
that this patch has been around for a long time, is there any reason
why
it hasn’t been accepted into the core distribution of RT? It seems
like
a modification a lot of people would benefit from…

Well, we started with the “Clone ticket” stuff we built for 3.8, but
many users were…quite vocal about how they preferred “create a new
related ticket” instead.

Of course, my ideal is to provide reasonable hooks to make it easy to
create an extension like this and not need to patch RT.

I do really like the built-in capability to create a related ticket, but
Dirk’s patchset adds a couple of things to it that have been really
valuable to us:

(1) The newly created ticket is preloaded with the contents of a
particular transaction, and

(2) You get to choose which queue the new ticket is going into.

Yeah, we’re only saving a bit of copying and pasting and a few clicks,
but streamlining a process is always nice, right?

RT’s callback capability made it pretty easy to convert Dirk’s patches
into something that looks more like a standalone extension. Once we get
through the start of classes here, I’ll package it up with some
documentation and an installer and make it available.

Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Sunday, August 24, 2008 7:26 PM
To: David Sitsky
Cc: Joop van de Wege; RT Users; Roedel, Mark
Subject: Re: [rt-users] Forking a ticket

On Aug 24, 2008, at 8:19 PM, David Sitsky wrote:

Joop van de Wege wrote:

Roedel, Mark wrote:

When we upgraded to 3.8.0, I reworked most of Dirk’s forking patch
into callbacks (I did keep the standalone select-queue page,
although at some point I’d like to try eliminating that as well with

some sort of ajaxy dropdown queue selector) so I wouldn’t have to
keep re-patching each upgrade. If there’s interest, I can knock
together some documentation and make my version available for
download somewhere.

Please add me to the list as well, since I am using RT 3.8.0. Given
that this patch has been around for a long time, is there any reason
why it hasn’t been accepted into the core distribution of RT? It
seems like a modification a lot of people would benefit from…

Well, we started with the “Clone ticket” stuff we built for 3.8, but
many users were…quite vocal about how they preferred “create a new
related ticket” instead.

Of course, my ideal is to provide reasonable hooks to make it easy to
create an extension like this and not need to patch RT.

Roedel, Mark wrote:

I do really like the built-in capability to create a related ticket, but
Dirk’s patchset adds a couple of things to it that have been really
valuable to us:

(1) The newly created ticket is preloaded with the contents of a
particular transaction, and

This is really important for me… as often the contents of the
transaction I want to “fork” have attachments that I’d want to bring
across as well, and doing this manually is more than just cut-n-paste…

(2) You get to choose which queue the new ticket is going into.

Yeah, we’re only saving a bit of copying and pasting and a few clicks,
but streamlining a process is always nice, right?

Definitely.

RT’s callback capability made it pretty easy to convert Dirk’s patches
into something that looks more like a standalone extension. Once we get
through the start of classes here, I’ll package it up with some
documentation and an installer and make it available.

Fantastic… really looking forward to seeing this!

Cheers,
David

Nuix Pty Ltd
Suite 79, 89 Jones St, Ultimo NSW 2007, Australia Ph: +61 2 9280 0699
Web: http://www.nuix.com Fax: +61 2 9212 6902

Another alternative http://wiki.bestpractical.com/view/ForkIntoNewTicket

Cambridge Energy Alliance: Save money & the planet

If this is still on anybody’s radar, I’ve finally gotten around to
packaging the callbacks and related pages referred to below into a
plugin for RT 3.8.x, and it’s currently available for download from

http://www.letu.edu/people/markroedel/RT-Extension-ForkTicket-0.1.tgz

If it looks like it’s going to be useful beyond our campus, I’ll start
working on a more permanent download location.

Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau UniversityFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Roedel,
Mark
Sent: Friday, August 22, 2008 9:49 AM
To: RT Users
Subject: Re: [rt-users] Forking a ticket

When we upgraded to 3.8.0, I reworked most of Dirk’s forking patch into
callbacks (I did keep the standalone select-queue page, although at some
point I’d like to try eliminating that as well with some sort of ajaxy
dropdown queue selector) so I wouldn’t have to keep re-patching each
upgrade. If there’s interest, I can knock together some documentation
and make my version available for download somewhere.

Mark Roedel
Senior Programmer/Analyst - Web Services LeTourneau University Longview,
Texas USA

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Drew
Barnes
Sent: Friday, August 22, 2008 8:40 AM
To: Jerrad Pierce
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Forking a ticket

I’ve not tried Dirk’s forking patch with 3.8.1 yet, but it worked very
well in 3.6.5. I’m still working on testing my local mods on a test box
before I do a full upgrade.

Jerrad Pierce wrote:

List archives turn up these relevant threads:

http://www.gossamer-threads.com/lists/rt/users/13402?search_string=for
k

http://www.gossamer-threads.com/lists/rt/users/16845
http://page.mi.fu-berlin.de/pape/rt3screenshots/
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

Roedel, Mark wrote:

If this is still on anybody’s radar, I’ve finally gotten around to
packaging the callbacks and related pages referred to below into a
plugin for RT 3.8.x, and it’s currently available for download from

Thanks, I just tried it and it works for me. One little thing though: in
the README you say:
‘and add an entry for RT::Plugin::ForkTicket to the @Plugins array’. I
had to change that to:
‘and add an entry for RT::Extension::ForkTicket to the @Plugins array’,
otherwise Apache won’t restart.

Thanks again for your work.

Joop

If this is still on anybody’s radar, I’ve finally gotten around to
packaging the callbacks and related pages referred to below into a
plugin for RT 3.8.x, and it’s currently available for download from

Thanks, I just tried it and it works for me. One little thing though:
in the README you say: ‘and add an entry for RT::Plugin::ForkTicket to
the @Plugins array’. I had to change that to: ‘and add an entry for
RT::Extension::ForkTicket to the @Plugins array’, otherwise Apache
won’t restart.

Oops – nice catch. I’ve corrected that in the download package.
Thanks, Joop!

Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University

Hi Mark,
really nice module.

I’m getting the following output: QuoteTransaction = 106 – CreateType =
Pretask
at the page:
http://rt.local/Ticket/Create.html?CreateType=Pretask&QuoteTransaction=106&Queue=1

Is this needed or still debugging output?

Torsten2008/11/26 Roedel, Mark MarkRoedel@letu.edu

-----Original Message-----
From: Joop [mailto:JoopvandeWege@mococo.nl]
Sent: Wednesday, November 26, 2008 5:14 AM
To: Roedel, Mark
Cc: RT Users
Subject: Re: [rt-users] Forking a ticket

If this is still on anybody’s radar, I’ve finally gotten around to
packaging the callbacks and related pages referred to below into a
plugin for RT 3.8.x, and it’s currently available for download from

Thanks, I just tried it and it works for me. One little thing though:
in the README you say: ‘and add an entry for RT::Plugin::ForkTicket to
the @Plugins array’. I had to change that to: ‘and add an entry for
RT::Extension::ForkTicket to the @Plugins array’, otherwise Apache
won’t restart.

Oops – nice catch. I’ve corrected that in the download package.
Thanks, Joop!


Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University


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

MFG

Torsten Brumm

http://www.torsten-brumm.de

Nice catch, Torsten. Yes, that’s debugging output.

To remove it, you can comment out the print statement at line 10 of

$RTBaseDir/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT-Exten
sion-Forkticket/Ticket/Create.html

I’ll get that corrected in the download package shortly.

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau UniversityFrom: Torsten Brumm [mailto:torsten.brumm@googlemail.com]
Sent: Wednesday, December 03, 2008 11:41 AM
To: Roedel, Mark
Cc: Joop; RT Users
Subject: Re: [rt-users] Forking a ticket

Hi Mark,
really nice module.

I’m getting the following output: QuoteTransaction = 106 – CreateType =
Pretask at the page:
http://rt.local/Ticket/Create.html?CreateType=Pretask&QuoteTransaction=1
06&Queue=1

Is this needed or still debugging output?

Torsten

Hi Mark,
really nice module.

I’m getting the following output: QuoteTransaction = 106 – CreateType =
Pretask at the page:
http://rt.local/Ticket/Create.html?CreateType=Pretask&QuoteTransaction=106&Queue=1

Is this needed or still debugging output?
I assumed it was a gentle reminder to the user of what’s going on.
In case, say, you walk away for a bit and come back.

Cambridge Energy Alliance: Save money. Save the planet.