New mail on a ticket indication

I’m trying to present the fact that new mail from a requestor is present
on a ticket on the user’s start page.

I’ve worked out that the WebRT/html/Elements/MyTickets file needs editing,
and that the property I need to display is the Transaction->IsInbound()
value of the most recent transaction on a ticket.

Here’s where I’m having difficulty though. I can’t work out how to get
the most recent Transaction object from the Transactions object returned
by Ticket->Transactions().

How can I get at it?

Daniel Foster
Technical Director - 34SP.com
daniel@34SP.com

I’m trying to present the fact that new mail from a requestor is present
on a ticket on the user’s start page.

I’ve worked out that the WebRT/html/Elements/MyTickets file needs editing,
and that the property I need to display is the Transaction->IsInbound()
value of the most recent transaction on a ticket.

Here’s where I’m having difficulty though. I can’t work out how to get
the most recent Transaction object from the Transactions object returned
by Ticket->Transactions().

How can I get at it?

Not sure if this is what you’re looking for, but in MyTickets, I did the
following. It adds a ‘Last Updated’ column to the MyTickets table (as you
would see in a Queue listing):

@@ -5,6 +5,7 @@

Subject Queue Status +Updated   % while (my $Ticket = $MyTickets->Next) {

@@ -21,8 +22,9 @@
<%$Ticket->QueueObj->Name%>

<%$Ticket->Status%> - - + +<%$Ticket->LongSinceUpdateAsString%> +

Not sure if this is what you’re looking for, but in MyTickets, I did the
following. It adds a ‘Last Updated’ column to the MyTickets table (as
you would see in a Queue listing):

@@ -5,6 +5,7 @@

Subject Queue Status +Updated   % while (my $Ticket = $MyTickets->Next) {

@@ -21,8 +22,9 @@
<%$Ticket->QueueObj->Name%>

<%$Ticket->Status%> - - + +<%$Ticket->LongSinceUpdateAsString%> +

Thanks - it’s not quite what I need though. I don’t really care when a
ticket was last updated so much as who did the updating. If the last
person to update was a member of our support staff than the ticket doesn’t
need attention. If it was the requestor then the ticket needs reviewing.

Daniel Foster
Technical Director - 34SP.com
daniel@34SP.com

TravisOn Mon, Jan 07, 2002 at 06:57:01PM +0000, Daniel Foster wrote:

Thanks - it’s not quite what I need though. I don’t really care when a
ticket was last updated so much as who did the updating. If the last
person to update was a member of our support staff than the ticket doesn’t
need attention. If it was the requestor then the ticket needs reviewing.

$Ticket->IsRequestor($Ticket->LastUpdatedByObj)

This returns true or false depending on if the ticket was last updated by
someone who is a requestor. I don’t know what this will do if there
are multiple requestors listed for a ticket.

Travis
Travis Campbell - Unix Systems Administrator = travis@beast.amd.com
5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com
TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@beast.amd.com
"Does anything work as expected?" Yes. An axe through the CPU.

It should return true if that user is any requestor of the ticket :)On Mon, Jan 07, 2002 at 03:28:58PM -0600, Travis Campbell wrote:

Travis
On Mon, Jan 07, 2002 at 06:57:01PM +0000, Daniel Foster wrote:

Thanks - it’s not quite what I need though. I don’t really care when a
ticket was last updated so much as who did the updating. If the last
person to update was a member of our support staff than the ticket doesn’t
need attention. If it was the requestor then the ticket needs reviewing.

$Ticket->IsRequestor($Ticket->LastUpdatedByObj)

This returns true or false depending on if the ticket was last updated by
someone who is a requestor. I don’t know what this will do if there
are multiple requestors listed for a ticket.

Travis

Travis Campbell - Unix Systems Administrator = travis@beast.amd.com
5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com
TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@beast.amd.com

  "Does anything work as expected?"  Yes.  An axe through the CPU.

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$Ticket->IsRequestor($Ticket->LastUpdatedByObj)

This returns true or false depending on if the ticket was last updated by
someone who is a requestor. I don’t know what this will do if there
are multiple requestors listed for a ticket.

This is precisely what I was looking for. Thanks a lot (and thanks for
the multiple requestor confirmation Jesse :slight_smile:

By the way - should I submit patches of my changes for future inclusion
anywhere? (Haven’t hacked on RT before)

Daniel Foster
Technical Director - 34SP.com
daniel@34SP.com

It should return true if that user is any requestor of the ticket :slight_smile:

On a similar note:

Is there a way to see who the last non-RT_System user was to update a
ticket?

We have a nightly cronjob that ups the priority, causing LastUpdatedByObj
to be set to the RT::User object for RT_System.

Travis
Travis Campbell - Unix Systems Administrator = travis@beast.amd.com
5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com
TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@beast.amd.com
"Does anything work as expected?" Yes. An axe through the CPU.

If you have an alternate component, package it up with a readme and I’ll
stick it in /contrib on the web site. Because of the extra database queries
this adds to the frontpage display, i suspect it probably won’t make it into
the core release. But it’s a useful addon that I’m sure a lot of folks
will love.

Thanks,
JesseOn Mon, Jan 07, 2002 at 10:02:51PM +0000, Daniel Foster wrote:

$Ticket->IsRequestor($Ticket->LastUpdatedByObj)

This returns true or false depending on if the ticket was last updated by
someone who is a requestor. I don’t know what this will do if there
are multiple requestors listed for a ticket.

This is precisely what I was looking for. Thanks a lot (and thanks for
the multiple requestor confirmation Jesse :slight_smile:

By the way - should I submit patches of my changes for future inclusion
anywhere? (Haven’t hacked on RT before)

Daniel Foster
Technical Director - 34SP.com
daniel@34SP.com


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