RT-Extension-RepliesToResolved not creating links

RT Users
1

Hi All.

Have just installed/enabled the plugin ‘RT-Extension-RepliesToResolved’. This was in place of a less supported option ‘ForkIntoNewTicket’.

The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.

However, I have one or two little gripes;

  1. I don’t see the links being created between the forked response and the original ticket
  2. I’d like to be able to prefix the forked template so that it includes a similar message to;

Response received on reply to previously resolved ticket: #12345

Any advice appreciated.

Cheers,

Nick
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell

Our sales team sells by referral:
Less time looking for customers, more time looking after them

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2

Hi All.

Have just installed/enabled the plugin ‘RT-Extension-RepliesToResolved’. This was in place of a less supported option ‘ForkIntoNewTicket’.

The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.

However, I have one or two little gripes;

  1. I don’t see the links being created between the forked response and the original ticket
  2. I’d like to be able to prefix the forked template so that it includes a similar message to;

Response received on reply to previously resolved ticket: #12345

Can’t help you with the second bit, but (1) is already fixed, if you’re using version 0.02 of the extension, which you can get from github if it’s not on CPAN yet:

Regards,

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

3

Cheers Tim. Seems 0.02 is available on CPAN as that’s the version I’ve installed.

{{{
grep -i version RepliesToResolved.pm
our $VERSION = ‘0.02’;
}}}

Should I now apply head to desk? :slight_smile:

Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: EepURL - A Mailchimp Service 13 Feb 2013, at 16:52, Tim Cutts tjrc@sanger.ac.uk wrote:

On 13 Feb 2013, at 16:34, Nick Fennell nick.fennell@appliansys.com wrote:

Hi All.

Have just installed/enabled the plugin ‘RT-Extension-RepliesToResolved’. This was in place of a less supported option ‘ForkIntoNewTicket’.

The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.

However, I have one or two little gripes;

  1. I don’t see the links being created between the forked response and the original ticket
  2. I’d like to be able to prefix the forked template so that it includes a similar message to;

Response received on reply to previously resolved ticket: #12345

Can’t help you with the second bit, but (1) is already fixed, if you’re using version 0.02 of the extension, which you can get from github if it’s not on CPAN yet:

GitHub - bestpractical/rt-extension-repliestoresolved

Regards,

Tim

–
The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

4

Cheers Tim. Seems 0.02 is available on CPAN as that’s the version I’ve installed.

{{{
grep -i version RepliesToResolved.pm
our $VERSION = ‘0.02’;
}}}

Should I now apply head to desk? :slight_smile:

Hmmm … so it’s creating the new tickets, but not creating the links?

You did do the make initdb part of the module installation, didn’t you? The link creation is done by a scrip called “On Create, Link to Resolved Tickets”. Is that Scrip there on your system, and active?

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

5

Tim. FYI. The problem 1) was caused by me installing via CPAN and not running make initdb. I assumed this step would be taken care of as not installing from source. My mistake there.

Downloaded the source, re-ran install, performed make initdb and the scrip to create the link now exists.

I’ve just seen your reply come in as I’m writing this so your bang on key!

Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: EepURL - A Mailchimp Service 13 Feb 2013, at 16:58, Nick Fennell nick.fennell@appliansys.com wrote:

Cheers Tim. Seems 0.02 is available on CPAN as that’s the version I’ve installed.

{{{
grep -i version RepliesToResolved.pm
our $VERSION = ‘0.02’;
}}}

Should I now apply head to desk? :slight_smile:

–
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 13 Feb 2013, at 16:52, Tim Cutts tjrc@sanger.ac.uk wrote:

On 13 Feb 2013, at 16:34, Nick Fennell nick.fennell@appliansys.com wrote:

Hi All.

Have just installed/enabled the plugin ‘RT-Extension-RepliesToResolved’. This was in place of a less supported option ‘ForkIntoNewTicket’.

The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.

However, I have one or two little gripes;

  1. I don’t see the links being created between the forked response and the original ticket
  2. I’d like to be able to prefix the forked template so that it includes a similar message to;

Response received on reply to previously resolved ticket: #12345

Can’t help you with the second bit, but (1) is already fixed, if you’re using version 0.02 of the extension, which you can get from github if it’s not on CPAN yet:

GitHub - bestpractical/rt-extension-repliestoresolved

Regards,

Tim

–
The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.