I’ve noticed that when a user replies to a new ticket, they do not
become the owner – it remains owned by nobody. Is there a way to change
this so that if someone takes an action on a ticket that’s owned by
nobody, they own it?
Thanks!
Jen
I’ve noticed that when a user replies to a new ticket, they do not
become the owner – it remains owned by nobody. Is there a way to change
this so that if someone takes an action on a ticket that’s owned by
nobody, they own it?
Thanks!
Jen
Jen:
I’ve done what you want by modifying the default “AutoOpen” action that
comes with 3.0.2…
Here’s the diff (the file is $RTBASE/lib/RT/Action/AutoOpen.pm)
%cvs diff -C 3 -r rt3-0-2 AutoOpen.pm
Index: AutoOpen.pm
RCS file: /var/db/cvs/rt3/lib/RT/Action/AutoOpen.pm,v
retrieving revision 1.1.1.2
retrieving revision 1.1.1.2.2.2
diff -C3 -r1.1.1.2 -r1.1.1.2.2.2
*** AutoOpen.pm 13 May 2003 21:05:40 -0000 1.1.1.2
— AutoOpen.pm 15 May 2003 20:41:06 -0000 1.1.1.2.2.2
*** 74,79 ****
— 74,89 ----
Data => ‘Ticket auto-opened on incoming
correspondence’
);
# Set started if it isn't already
if ($self->TicketObj->Started eq "") {
$self->TicketObj->SetStarted;
}
# Set owner if it isn't already
if ($self->TicketObj->IsOwner($RT::Nobody)) {
$self->TicketObj->SetOwner($self->TransactionObj->CreatorObj->id);
}
return(1);
}On Wednesday, Jun 4, 2003, at 17:07 US/Pacific, jennyw wrote:I’ve noticed that when a user replies to a new ticket, they do not
become the owner – it remains owned by nobody. Is there a way to
change
this so that if someone takes an action on a ticket that’s owned by
nobody, they own it?Thanks!
Jen
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-usersHave you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
I’ve done what you want by modifying the default “AutoOpen” action that
comes with 3.0.2…
Thanks! Any reason why it doesn’t work with a scrip, though?
Jen
No… I just found it more convenient to re-write AutoOpen (which is
the “OpenTickets” scrip action) rather than write my own custom scrip
at the time.On Thursday, Jun 5, 2003, at 15:47 US/Pacific, jennyw wrote:
On Thu, Jun 05, 2003 at 01:06:14AM -0700, Chad Scott wrote:
I’ve done what you want by modifying the default “AutoOpen” action
that
comes with 3.0.2…Thanks! Any reason why it doesn’t work with a scrip, though?
Jen
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-usersHave you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
This one time, at band camp, jennyw wrote:
I’ve noticed that when a user replies to a new ticket, they do not
become the owner – it remains owned by nobody. Is there a way to change
this so that if someone takes an action on a ticket that’s owned by
nobody, they own it?
I’ve got a patch that adds an AutoTake.pm action, then all you need to do is
do a couple of database inserts to enable the new script as a separate
action/scrip.
Apply the attachment, then perform the following queries on your database:
insert into scripactions (name, description, execmodule, creator, created,
lastupdatedby, lastupdated) values (‘Assign Tickets’, ‘Assign a ticket on
first correspondance’, ‘AutoTake’, 1, current_timestamp, 1, current_timestamp);
insert into scrips (description, scripcondition, scripaction, stage, queue,
template, creator, created, lastupdatedby, lastupdated) values (‘AutoTake’,
3, ID of the above scripaction, ‘TransactionCreate’, 0, 1, 1,
current_timestamp, 1, current_timestamp);
Remember to get the ID of the scripaction from the first query for the
scripaction column in the second query.
jaq@spacepants.org http://spacepants.org/jaq.gpg
rt-3.0-autotake.patch (2.53 KB)
I have installed rt-3.0.2 on redhat linux 7.2
everything working fine.
But so many directories are creating under /tmp directory with web user
ownership.
shall I remove all these directories from cron job?
Thank in advance.
Mohan.
Jamie Wilkinson wrote:
Apply the attachment, then perform the following queries on your database:
It should be noted that throwing random SQL at your RT database
is, um, Not Advisable. Please don’t try this at home.
RT provides tools and hooks for doing this in a safe(r), portable
way. In this instance, a datafile containing something like:
@ScripActions = (
{ Name => ‘Auto Take’,
Description => ‘Take ticket on correspondence’,
ExecModule => ‘AutoTake’ },
);
when fed to “rt-setup-database --insert --datafile”, is the
correct approach.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
This one time, at band camp, Phil Homewood wrote:
Jamie Wilkinson wrote:
Apply the attachment, then perform the following queries on your database:
It should be noted that throwing random SQL at your RT database
is, um, Not Advisable. Please don’t try this at home.RT provides tools and hooks for doing this in a safe(r), portable
way. In this instance, a datafile containing something like:@ScripActions = (
{ Name => ‘Auto Take’,
Description => ‘Take ticket on correspondence’,
ExecModule => ‘AutoTake’ },
);when fed to “rt-setup-database --insert --datafile”, is the
correct approach.
The patch submitted to rt-3.0-bugs included this for the scripaction, although
not the scrip.
Does this work if the user is nobody? Im trying to find a method to
assign tickets to someone if they reply or comment in a ticket. Ive
applied everything and even restarted Apache and it seems not to work be
working.On Thu, 2003-06-12 at 22:16, Jamie Wilkinson wrote:
This one time, at band camp, jennyw wrote:
I’ve noticed that when a user replies to a new ticket, they do not
become the owner – it remains owned by nobody. Is there a way to change
this so that if someone takes an action on a ticket that’s owned by
nobody, they own it?I’ve got a patch that adds an AutoTake.pm action, then all you need to do is
do a couple of database inserts to enable the new script as a separate
action/scrip.Apply the attachment, then perform the following queries on your database:
insert into scripactions (name, description, execmodule, creator, created,
lastupdatedby, lastupdated) values (‘Assign Tickets’, ‘Assign a ticket on
first correspondance’, ‘AutoTake’, 1, current_timestamp, 1, current_timestamp);insert into scrips (description, scripcondition, scripaction, stage, queue,
template, creator, created, lastupdatedby, lastupdated) values (‘AutoTake’,
3, ID of the above scripaction, ‘TransactionCreate’, 0, 1, 1,
current_timestamp, 1, current_timestamp);Remember to get the ID of the scripaction from the first query for the
scripaction column in the second query.
Richie Crews
Unix Administrator / Internet Integrator
Red Hat Certified Engineer
Email: rcrews@intercall.com
Cell: (706) 773 - 3436
Desk: (706) 634 - 3681
Fax: (706) 634 - 3831
Unix is very user friendly, its just picky on who it likes…
“Providing security for your email needs”
Stop Spam, Support RBL http://www.mail-abuse.org
This one time, at band camp, Jamie Wilkinson wrote:
I’ve got a patch that adds an AutoTake.pm action, then all you need to do is
do a couple of database inserts to enable the new script as a separate
action/scrip.
The patch I sent was broken, a correct AutoTake.pm is attached, drop it over
the top of the broken version. As per Phil’s email, use the importer script
to add the action to your RT installation.
jaq@spacepants.org http://spacepants.org/jaq.gpg
AutoTake.pm (1.82 KB)
Hi all,
I’ve tried Jamie’s AutoTake.pm, but I can’t seem to make it work.
This is the scenario:
I added these using sbin/rt-setup-database --action insert --datafile
(once for each file):
@ScripActions = (
{ Name => ‘Assign Tickets’,
Description => ‘Assign a ticket on first correspondence’,
ExecModule => ‘AutoTake’ },
);
@Scrips = (
{ Description => ‘AutoTake’,
ScripCondition => 3,
ScripAction => 16,
Stage => ‘TransactionCreate’,
Queue => 0,
Template => 1 }
);
For reference, these are the contents of lib/RT/Actions/AutoTake.pm:
package RT::Action::AutoTake;
Require RT::Action::Generic;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Action::Generic);
sub Describe {
my $self = shift;
return (ref $self );
}
sub Prepare {
my $self = shift;
my $retval = undef;
if ($self->TicketObj->IsOwner($RT::Nobody)) {
$retval = 1;
}
return($retval);
}
sub Commit {
my $self = shift;
$self->TicketObj->SetOwner($self->TransactionObj->CreatorObj->id);
return(1);
}
eval “require RT::Action::AutoTake_Vendor”;
die $@ if ($@ && $@ !~ qr{^Can’t locate RT/Action/AutoTake_Vendor.pm});
eval “require RT::Action::AutoTake_Local”;
die $@ if ($@ && $@ !~ qr{^Can’t locate RT/Action/AutoTake_Local.pm});
1;
Has anyone successfully used this?
Also, it seems that there’s been enough demand for this scrip for Jesse
to consider including it in the distribution… Jesse?
Thanks a lot in advance.
cv
This one time, at band camp, Jamie Wilkinson wrote:
I’ve got a patch that adds an AutoTake.pm action, then all you need to
do is
do a couple of database inserts to enable the new script as a separate
action/scrip.
The patch I sent was broken, a correct AutoTake.pm is attached, drop it
over
the top of the broken version. As per Phil’s email, use the importer
script
to add the action to your RT installation.