Parent/child tickets

RT Users
1

Hi there;

Can someone help me understand the parent/child tickets relationship, from
my understanding in reading
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link-definitions.txt?rev=1225
updating a parent should update the child (I am assuming that the Memberof
discussed in the above link means Parent/child), now I am not sure if there
is something broken in my installation but whenever I update the parent this
update is not propagated to the children of this ticket … Any help will be
greately appreciated !!
I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql …I think this
should cover it for this query!!

Roy

2

Hi there;

Can someone help me understand the parent/child tickets relationship, from
my understanding in reading
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link-definitions.txt?rev=1225
updating a parent should update the child (I am assuming that the Memberof
discussed in the above link means Parent/child), now I am not sure if there
is something broken in my installation but whenever I update the parent this
update is not propagated to the children of this ticket … Any help will be
greately appreciated !!
I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql …I think this
should cover it for this query!!

Roy

What do you mean, “updating a parent should update the child”?

They are linked but they are two separate tickets.

-Todd

3

Hi there;

Can someone help me understand the parent/child tickets relationship,
from
my understanding in reading

http://svn.bestpractical.com/cgi-bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link-definitions.txt?rev=1225

updating a parent should update the child (I am assuming that the
Memberof
discussed in the above link means Parent/child), now I am not sure if
there
is something broken in my installation but whenever I update the parent
this
update is not propagated to the children of this ticket … Any help
will be
greately appreciated !!
I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql …I think
this
should cover it for this query!!

Roy

What do you mean, “updating a parent should update the child”?

They are linked but they are two separate tickets.

-Todd
I wrongly assumed that a parent/child relation will involve an action on a
parent being propagated to the child, and update to the parent will also
update the child …
But as I said now I know I was wrong … I am writing an action script to
do that for me but with little luck , I managed to get it to change a status
of a child ticket but not apply a comment/corresspondence …I got this far:
Condition: on comment
Action:User defined
Custom action preparation code:
my $Members = $self->TicketObj->Members();
while (my $link = $Members->Next){
$RT::Logger->debug(“Inside the while”);
my $Member = $link->BaseObj;
$RT::Logger->debug("Checking Member: " . $Member);
$Member->Comment($self->TransactionObj->Content());
$Member->SetStatus(‘silent’);
}
return 1;

I also tried $Member->Comment(‘$self->TransactionObj->Content()’);

Can’t figure out how to apply a commnet …any help will be appreciated …

Roy

4

I would like to have a RTFM, or some other quick link that I can inject
into a correspondence
that I can send out to users that references the current TicketId in the
body of the message.

I’m sending people to a custom URL where they can answer additional
questions about their ticket. This form requires the ticket# in the URL.
In the example below, I’d like the current Ticket Number (e.g. ticket
#7122) to show up at the end of the URL I’m mailing them.

The message would say something like this:
Before we can proceed with your request, please answer the additional
items on this form:
http://myserver.myuniversity.edu/moreinfo.php?ticket=7122
Thank You,
IS HelpDesk

I experimented with copying the Scrip “Template” syntax without luck
(e.g. {$Ticket->id} ) into the RTFM body.
I realize we could have a copy and paste the ticket #, or ask them to do
it themselves, but wherever there’s room for user error, we’ll probably
find it.

Thanks in advance,
Mike

5

I’ve been running RT on FreeBSD for awhile now and I want to give it a
try on Debian.
I’m trying it out on Debian Sarge (testing) using the
request-tracker3.4 package installed with apt-get (with apache1.x,
mod_perl, and mysql from debian testing packages).

I’m attempting to follow the instructions in this file:
/etc/request-tracker3.4/apache-modperl.conf

That file instructs me to enable the Apache modules: perl, actions,
rewrite in my httpd.conf
I enabled rewrite with this command. I’m not sure about “perl” and
"actions" because the sytax is different then I’m used to.
RewriteEngine on

Any suggestions/examples on how people enable those processes for Debian
package based install?

Thanks,
Mike