My users need to be able to manually set the Closed time of a ticket.
When the ticket is ‘resolved’
the Closed field is set to the current time stamp. This is not what I
need. In my case the work would actually be completed some time before
the ticket is resolved in the RT system.
I have added a Closed field to the Tickets->#####->Dates screen. If
this form is used after the ‘Resolved’ action is taken. My user can set
the correct time of resolution.
I would like better than this. I am thinking that adding a form to the
‘Resolved’ page would be best, but I cannot see my way through to that
yet. … (Meaning I don’t have working code to do that yet.)
Do other people have a similar issue? What is the best way to get at
manual date resolution?
Thank so much.
Craig Stevenson
|| stevensc@nsuok.edu | 918-456-5511x5955
|| Northeastern State University
|| 601 N. Grand | Tahlequah, Oklahoma 74464-2399
I am still puzzled over how to set the Closed field when resolving a
ticket. I want to add a form
to the Resolve Ticket window (which I can do, I just cannot get the form
data into the DB).
Should I be looking at scrips to get this done? Or, is there another tack?
Thanks a lot for the help.
Craig Stevenson wrote:
My users need to be able to manually set the Closed time of a ticket.
When the ticket is ‘resolved’
the Closed field is set to the current time stamp. This is not what I
need. In my case the work would actually be completed some time
before the ticket is resolved in the RT system.
I have added a Closed field to the Tickets->#####->Dates screen. If
this form is used after the ‘Resolved’ action is taken. My user can
set the correct time of resolution.
I would like better than this. I am thinking that adding a form to
the ‘Resolved’ page would be best, but I cannot see my way through to
that yet. … (Meaning I don’t have working code to do that yet.)
Do other people have a similar issue? What is the best way to get at
manual date resolution?
Thank so much.
Craig Stevenson
|| stevensc@nsuok.edu | 918-456-5511x5955
|| Northeastern State University
|| 601 N. Grand | Tahlequah, Oklahoma 74464-2399
Hello RT-ers!
After labor, I finally solved my problem concerning setting the Closed
timestamp manually when resolving a ticket. I am inlining the diff’s.
My RT instance is 3-4-4. It all came down to the right few lines of
code. I found using the RT::Logger (& Carp) utility invaluable in
getting this done. I had trouble with the perldebugger, it would hang
on line 215 of the autohandler.
Ya’ll have a great weekend!
Craig Stevenson, stevensc@nsuok.edu
Notes on configuring RT so that a ResolvedDate field appears on the Ticket
Resolve page.
06Jan05
The task at hand is to create a field on the ‘Resolved’ page, where the user
can set the date/time of finishing the work. If it is left blank it will
do the usual -set-to-now-, if the field is filled with something parsable
to ParseDate, it will use that value instead for the resolution timestamp.
There are several files that were altered to make this work:
Update.html
diff /usr/local/rt/share/html/Ticket/Update.html
/usr/local/rt/local/html/Ticket/Update.html
64a65,73