Generating Reports and Adding Custom Statuses

RT Users
1

Hello,

I am using RT version 3.0.4 and I’d like to add some functionality to
the system so that we can use it to track internal development.

My managers have requested a way to get reports from RT (All tickets
under x Custom Field, All tickets owned by x user, All tickets by x
date, etc) with all comments for each ticket included. Is there an easy
way to implement this, or has it already been done? The goal is either
a file or a page that can be printed in one shot, instead of doing a
search for the tickets that match the criteria, then printing each
individually.

Also, they would like to add a status (“In Testing”) and rename
“Stalled” to “On Hold”. How hard is this to accomplish?

Note - I have about zero perl knowledge >.<

Thanks for your help and time,

-Chris.

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2

Hello ChrisOn Mon, Nov 15, 2004 at 01:13:46PM -0500, Chris Cahill wrote:

Also, they would like to add a status (“In Testing”) and rename
“Stalled” to “On Hold”. How hard is this to accomplish?

I can help you with this. We implemented “waiting” (for customer to
respond)" and will soon split to “waiting for reminder” and “waiting
for autoclose” (if customer does not react within 4 days the case is
considered as solved) which was a good idea I got from OTRS.

Anyway, I remember that I entered the new state in very few files, I
think it was even enough to write it in
@@ /etc/request-tracker3.2/RT_SiteConfig.pm

  • @ActiveStatus = qw(new open stalled) unless @ActiveStatus;
  • @ActiveStatus = qw(new open stalled waiting) unless @ActiveStatus;

and then adjust your search queries that waiting shows up in “my 10 high
prio tickets” or in the “keyword search” from the upper right corner.
See html/Elements/MyTickets and html/SelfService/Elements/MyRequests

bye,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

3

Then you’ll add ‘waiting for foo’, ‘waiting for bar’, ‘resolved xxx’…
One day you’ll end up with some complicated thing that integrated too
deeply in RT core and RT ‘status’ is core thing.

Search in the list for ‘custom status’. This topic was discussed deeply
enough. Users’ suggested other variants that works in more flexible way.

Please, read it.

Christian Hammers wrote:

4

Then you’ll add ‘waiting for foo’, ‘waiting for bar’, ‘resolved xxx’…
One day you’ll end up with some complicated thing that integrated too
deeply in RT core and RT ‘status’ is core thing.
You should de-“core” it and make it just some arbitrary ids :slight_smile:

Search in the list for ‘custom status’. This topic was discussed deeply
enough. Users’ suggested other variants that works in more flexible way.
Please, read it.
Thanks, I’ll search this thread.

bye,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879