History of tickets?

RT Users
1

Hello list,

Is there a way to show a link for every ticket that has ever been created
for a given user? What I am looking to do is add a history of all tickets
to the “People” section.

I have already added some things, but was not sure how I would go about
adding this, or maybe there is a better way that I have not discovered yet?

I was hoping for something like:

Call History:
Ticket # Subject Status
12345 Email Issue Resolved
13421 Connection Issue Resolved
14597 Wireless Issue Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

2

If requestor is unprivileged then there is a box “More about xxxx” on
ticket’s page. Have you seen it?On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans gevans@hcc.net wrote:

Hello list,

Is there a way to show a link for every ticket that has ever been created
for a given user? What I am looking to do is add a history of all tickets
to the “People” section.

I have already added some things, but was not sure how I would go about
adding this, or maybe there is a better way that I have not discovered yet?

I was hoping for something like:

Call History:
Ticket # Subject Status
12345 Email Issue Resolved
13421 Connection Issue Resolved
14597 Wireless Issue Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

The rt-users Archives

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

Best regards, Ruslan.

3

This doesn’t show resolved or rejected tickets, at least in 3.6.3.

At 12:32 PM 3/4/2008, Ruslan Zakirov wrote:

If requestor is unprivileged then there is a box “More about xxxx” on
ticket’s page. Have you seen it?

Hello list,

Is there a way to show a link for every ticket that has ever been created
for a given user? What I am looking to do is add a history of all tickets
to the “People” section.

I have already added some things, but was not sure how I would go about
adding this, or maybe there is a better way that I have not discovered
yet?

I was hoping for something like:

Call History:
Ticket # Subject Status
12345 Email Issue Resolved
13421 Connection Issue Resolved
14597 Wireless Issue Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

The rt-users Archives

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

–
Best regards, Ruslan.

The rt-users Archives

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

Gene LeDuc, GSEC
Security Analyst
San Diego State University

4

I have, but that doesn’t seem to show Resolved tickets, only current tickets
that have not been resolved? I checked on a couple unprivledged requestors
that I know have multiple resolved tickets but I can’t see the resolved
tickets in the “More About…” section which is what I would like to see

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Tuesday, March 04, 2008 12:32 PM
To: Greg Evans
Cc: RT Users
Subject: Re: [rt-users] history of tickets?

If requestor is unprivileged then there is a box “More about xxxx” on
ticket’s page. Have you seen it?

Hello list,

Is there a way to show a link for every ticket that has ever been
created for a given user? What I am looking to do is add a history
of all tickets to the “People” section.

I have already added some things, but was not sure how I would go
about adding this, or maybe there is a better way that I have not
discovered yet?

I was hoping for something like:

Call History:
Ticket # Subject Status
12345 Email Issue Resolved
13421 Connection Issue Resolved
14597 Wireless Issue Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

The rt-users Archives

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

Best regards, Ruslan.

5

Doesn’t show resolved (at least) in 3.6.5, haven’t tried rejected, deleted,
et al.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gene LeDuc
Sent: Tuesday, March 04, 2008 12:40 PM
To: Ruslan Zakirov
Cc: RT Users
Subject: Re: [rt-users] history of tickets?

This doesn’t show resolved or rejected tickets, at least in 3.6.3.

At 12:32 PM 3/4/2008, Ruslan Zakirov wrote:

If requestor is unprivileged then there is a box “More about xxxx” on
ticket’s page. Have you seen it?

Hello list,

Is there a way to show a link for every ticket that has ever been
created for a given user? What I am looking to do is add a history
of all tickets to the “People” section.

I have already added some things, but was not sure how I would go
about adding this, or maybe there is a better way that I have not
discovered
yet?

I was hoping for something like:

Call History:
Ticket # Subject Status
12345 Email Issue Resolved
13421 Connection Issue Resolved
14597 Wireless Issue Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

The rt-users Archives

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

–
Best regards, Ruslan.

The rt-users Archives

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

Gene LeDuc, GSEC
Security Analyst
San Diego State 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

6

Any ideas on how to make this behave the way that I would like it to? Even
pointing me to a path/to/filename maybe?

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Tuesday, March 04, 2008 12:49 PM
To: ‘Ruslan Zakirov’
Cc: ‘RT Users’
Subject: Re: [rt-users] history of tickets?

I have, but that doesn’t seem to show Resolved tickets, only current tickets
that have not been resolved? I checked on a couple unprivledged requestors
that I know have multiple resolved tickets but I can’t see the resolved
tickets in the “More About…” section which is what I would like to see

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Tuesday, March 04, 2008 12:32 PM
To: Greg Evans
Cc: RT Users
Subject: Re: [rt-users] history of tickets?

If requestor is unprivileged then there is a box “More about xxxx” on
ticket’s page. Have you seen it?

Hello list,

Is there a way to show a link for every ticket that has ever been
created for a given user? What I am looking to do is add a history
of all tickets to the “People” section.

I have already added some things, but was not sure how I would go
about adding this, or maybe there is a better way that I have not
discovered yet?

I was hoping for something like:

Call History:
Ticket # Subject Status
12345 Email Issue Resolved
13421 Connection Issue Resolved
14597 Wireless Issue Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

The rt-users Archives

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

Best regards, Ruslan.

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

7

Carbon60: Managed Cloud Services Wed, Mar 5, 2008 at 7:30 PM, Greg Evans gevans@hcc.net wrote:

Any ideas on how to make this behave the way that I would like it to? Even
pointing me to a path/to/filename maybe?

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

-----Original Message-----

From: rt-users-bounces@lists.bestpractical.com

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Tuesday, March 04, 2008 12:49 PM
To: ‘Ruslan Zakirov’
Cc: ‘RT Users’
Subject: Re: [rt-users] history of tickets?

I have, but that doesn’t seem to show Resolved tickets, only current tickets
that have not been resolved? I checked on a couple unprivledged requestors
that I know have multiple resolved tickets but I can’t see the resolved
tickets in the “More About…” section which is what I would like to see

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Tuesday, March 04, 2008 12:32 PM
To: Greg Evans
Cc: RT Users
Subject: Re: [rt-users] history of tickets?

If requestor is unprivileged then there is a box “More about xxxx” on
ticket’s page. Have you seen it?

On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans gevans@hcc.net wrote:

Hello list,

Is there a way to show a link for every ticket that has ever been
created for a given user? What I am looking to do is add a history
of all tickets to the “People” section.

I have already added some things, but was not sure how I would go
about adding this, or maybe there is a better way that I have not
discovered yet?

I was hoping for something like:

Call History:
Ticket # Subject Status
12345 Email Issue Resolved
13421 Connection Issue Resolved
14597 Wireless Issue Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

The rt-users Archives

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

–
Best regards, Ruslan.

The rt-users Archives

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

Best regards, Ruslan.

8

Any ideas on how to make this behave the way that I would like it
to? Even
pointing me to a path/to/filename maybe?

You can change this by overriding
html/Ticket/Elements/ShowRequestor

The FromSQL call controls the Status

-kevin

9

Thanks Guys.

Got the change made and now it is working the way I need it to :slight_smile:

You guys are awespme!

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, March 05, 2008 8:54 AM
To: RT Users
Subject: Re: [rt-users] history of tickets?

Any ideas on how to make this behave the way that I would like it
to? Even
pointing me to a path/to/filename maybe?

You can change this by overriding
html/Ticket/Elements/ShowRequestor

The FromSQL call controls the Status

-kevin

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

10

Hi Kevin,

Thanks for doing the legwork on this! Does “overriding” these files work
the same as creating a local copy of a .pm file (ShowRequestor_Local) or is
there some other way to do it without modifying the original file? It
seems to me that I tried this some time ago with another file and it didn’t
work.

Thanks,
Gene

At 08:54 AM 3/5/2008, Kevin Falcone wrote:>On Mar 5, 2008, at 11:30 AM, Greg Evans wrote:

Any ideas on how to make this behave the way that I would like it
to? Even
pointing me to a path/to/filename maybe?

You can change this by overriding
html/Ticket/Elements/ShowRequestor

The FromSQL call controls the Status

-kevin

The rt-users Archives

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

Gene LeDuc, GSEC
Security Analyst
San Diego State University

11

http://wiki.bestpractical.com/view/CleanlyCustomizeRTOn Fri, Mar 7, 2008 at 2:24 AM, Gene LeDuc gleduc@mail.sdsu.edu wrote:

Hi Kevin,

Thanks for doing the legwork on this! Does “overriding” these files work
the same as creating a local copy of a .pm file (ShowRequestor_Local) or is
there some other way to do it without modifying the original file? It
seems to me that I tried this some time ago with another file and it didn’t
work.

Thanks,
Gene

At 08:54 AM 3/5/2008, Kevin Falcone wrote:

On Mar 5, 2008, at 11:30 AM, Greg Evans wrote:

Any ideas on how to make this behave the way that I would like it
to? Even
pointing me to a path/to/filename maybe?

You can change this by overriding
html/Ticket/Elements/ShowRequestor

The FromSQL call controls the Status

-kevin

The rt-users Archives

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

–

Gene LeDuc, GSEC
Security Analyst
San Diego State University

The rt-users Archives

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

Best regards, Ruslan.