RT Query - Ticket SQL

Can you send me a copy of your EditCustomField file?

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.orgFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Tuesday, April 01, 2008 4:46 PM
To: Aaron Sallade
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

Aaron,

I just put in those changes and I get a syntax error on $Type.

The
error message says the folowing:

"Error during compilation of
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField:
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField
line 79, near “) {”
Global symbol “$Columns” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 81,
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField
line 82, near “} elsif”
Global symbol “$Type” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 82,
line 361.
Global symbol “$Rows” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 83,
line 361.
Global symbol “$Columns” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 84,
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField
line 85, near “;
}”

I'm not sure why it doesn't like $Type. Any ideas? I'm not real 

experienced at perl. Just learning. Thanks.

Kenn
LBNL

For the width of freetext boxes etc, as well as the height -

Copy your/share/html/elements/EditCustomField to
local/html/elements/EditCustomField and add the following changes.

Put this after
$EditComponent = “EditCustomField$Type” unless
$m->comp_exists($EditComponent);

My custom field formatting overlays===============

If ($Type eq “Text”) {
$Rows = 6;
$Columns = 20;
} elsif ($Type eq “Wikitext”) {
$Rows = 8;
$Columns = 15;
} elsif ($Type eq “Select”) {
$Rows = 1;
$Columns = 10;
}

CustomField id # 14 is the specific ID of a field that I want to

have

unique display
If (CustomField->Id == 14) {
$Rows = 7;
}

End of my overlay=================================

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Tuesday, April 01, 2008 9:25 AM
To: Aaron Sallade
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

Aaron,

We are VERY interested in what you have developed. Whether or
not you
post to the list, please send us what you have. It will be extremely
appreciated. Also, do you have anything that increases the box size of
a

free-test CF?. Thanks in advance.

Kenn
LBNL

Just in case these are of interest to anyone else-

Added a scrip and template that adds a reply to a DependedOnBy Parent
ticket when the child is resolved. Resolving a sub task (child) will
add
a comment to the parent noting that the prerequisite is now complete,
it
will also email the owner of the parent task.

Set the Row count of custom fields by type and or customfield ID. In
our
implementation, single select boxes have a row height of 1 (making
them
a drop down box) and text areas have a row height of 6, and a
specific
multi select is set to 7 so that no scrolling is needed to view its
options.

Default values on custom fields. We modified the code so that the
“description” field in the custom field admin screen is used for the
default value of that custom field. This works regardless of the
field
type, so for text, select boxes etc.

Altered Priority and Aging. We modified aging so that it ages towards
Starts instead of Due. We also made it so that priority will increase
by
1 for each day past the start date until it is resolved. Tickets with
no
start date age with a priority increase of 1 per day.

We modified the “Timeline” module to use Start Date and Due Date as
opposed to Created and Resolved. This is more appropriate for project
management. We also added more verbose titles to the timeline items,
including ticket #'s. This creates a Project Management Gantt style
chart off of any search results where the tickets have at least a
Starts
Date.

Most of these are mods/hacks to the source code that we overlayed in
the
/local folder. If anyone is interested in the details I will post
them
to the list.

-Aaron


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Aaron,

Sure. Thanks for asking. The following is a copy of the code just above 

what your addition is to just below:

*********** beginning copy **************
my $EditComponent = “EditCustomField$Type”;
$m->comp(‘/Elements/Callback’, _CallbackName => ‘EditComponentName’,
Name => $
EditComponent, CustomField => $CustomField, Object => $Object );
$EditComponent = “EditCustomField$Type” unless
$m->comp_exists($EditComponent);

Custom Field formatting overlays===============

If ($Type eq “Text”) {
$Rows = 6;
$Columns = 20;
} elsif ($Type eq “Wikitext”) {
$Rows = 8;
$Columns = 15;
} elsif ($Type eq “Select”) {
$Rows = 1;
$Columns = 10;
}

end of custom overlay code

return $m->comp(
$EditComponent,
%ARGS,
Rows => $Rows,
Cols => $Cols,
Default => $Default,
Object => $Object,
Values => $Values,
MaxValues => $MaxValues,
Multiple => ($MaxValues != 1),
NamePrefix => $NamePrefix,
CustomField => $CustomField,
);

I included the befor and after code just in case I accidently erased or 

modified something I was supposed to. Thanks for your help.

Kenn
LBNLOn 4/1/2008 5:38 PM, Aaron Sallade wrote:

Can you send me a copy of your EditCustomField file?

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Tuesday, April 01, 2008 4:46 PM
To: Aaron Sallade
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

Aaron,

I just put in those changes and I get a syntax error on $Type.
The
error message says the folowing:

"Error during compilation of
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField:
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField
line 79, near “) {”
Global symbol “$Columns” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 81,
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField
line 82, near “} elsif”
Global symbol “$Type” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 82,
line 361.
Global symbol “$Rows” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 83,
line 361.
Global symbol “$Columns” requires explicit package name at
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 84,
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField
line 85, near “;
}”

I’m not sure why it doesn’t like $Type. Any ideas? I’m not real
experienced at perl. Just learning. Thanks.

Kenn
LBNL

On 4/1/2008 11:47 AM, Aaron Sallade wrote:

For the width of freetext boxes etc, as well as the height -

Copy your/share/html/elements/EditCustomField to
local/html/elements/EditCustomField and add the following changes.

Put this after
$EditComponent = “EditCustomField$Type” unless
$m->comp_exists($EditComponent);

My custom field formatting overlays===============

If ($Type eq “Text”) {
$Rows = 6;
$Columns = 20;
} elsif ($Type eq “Wikitext”) {
$Rows = 8;
$Columns = 15;
} elsif ($Type eq “Select”) {
$Rows = 1;
$Columns = 10;
}

CustomField id # 14 is the specific ID of a field that I want to

have

unique display
If (CustomField->Id == 14) {
$Rows = 7;
}

End of my overlay=================================

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Tuesday, April 01, 2008 9:25 AM
To: Aaron Sallade
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

Aaron,

We are VERY interested in what you have developed. Whether or
not you
post to the list, please send us what you have. It will be extremely
appreciated. Also, do you have anything that increases the box size of
a
free-test CF?. Thanks in advance.

Kenn
LBNL

On 3/31/2008 4:54 PM, Aaron Sallade wrote:

Just in case these are of interest to anyone else-

Added a scrip and template that adds a reply to a DependedOnBy Parent
ticket when the child is resolved. Resolving a sub task (child) will
add
a comment to the parent noting that the prerequisite is now complete,
it
will also email the owner of the parent task.

Set the Row count of custom fields by type and or customfield ID. In
our
implementation, single select boxes have a row height of 1 (making
them
a drop down box) and text areas have a row height of 6, and a
specific
multi select is set to 7 so that no scrolling is needed to view its
options.

Default values on custom fields. We modified the code so that the
“description” field in the custom field admin screen is used for the
default value of that custom field. This works regardless of the
field
type, so for text, select boxes etc.

Altered Priority and Aging. We modified aging so that it ages towards
Starts instead of Due. We also made it so that priority will increase
by
1 for each day past the start date until it is resolved. Tickets with
no
start date age with a priority increase of 1 per day.

We modified the “Timeline” module to use Start Date and Due Date as
opposed to Created and Resolved. This is more appropriate for project
management. We also added more verbose titles to the timeline items,
including ticket #'s. This creates a Project Management Gantt style
chart off of any search results where the tickets have at least a
Starts
Date.

Most of these are mods/hacks to the source code that we overlayed in
the
/local folder. If anyone is interested in the details I will post
them
to the list.

-Aaron


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

Hi all,

I have a question regarding RT update verses Bulk Update. If we don�t
wish a message to be sent to a Cc or Bcc member of any given ticket we
have to check a box in front of their name(s) and then click on �Save
changes� button, then click on the �Update Ticket� to accomplish this
which is not a big deal, unless we went wrong during the installation.
However, the �Save changes� button is not available in Bulk Update. Is
this by design? If not, can it be added? Is there any other way script
or otherwise to achieve this? We are using RT 3.6.4

Many thanks in advance for your replies,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Hossein,

UH, actually, I thought that clicking the "Update" button for "Bulk 

Update" (after one has made the type of changes they want to happen to a
bunch of tickets, un-checking any ticket that is NOT to be changed) WAS,
in fact, a “Save Changes” button. It may not say it but IT certainly
ACTS like it. Do you just want to change the Title on the button? The
action/results are the same so I don’t really understand the problem.

Kenn
LBNLOn 4/2/2008 8:29 AM, Hossein Rafighi wrote:

Hi all,

I have a question regarding RT update verses Bulk Update. If we don�t
wish a message to be sent to a Cc or Bcc member of any given ticket we
have to check a box in front of their name(s) and then click on �Save
changes� button, then click on the �Update Ticket� to accomplish this
which is not a big deal, unless we went wrong during the installation.
However, the �Save changes� button is not available in Bulk Update. Is
this by design? If not, can it be added? Is there any other way script
or otherwise to achieve this? We are using RT 3.6.4

Many thanks in advance for your replies,
Hossein

No. What I want is a way NOT to send email to “Admin Cc” or “Cc” people
when ticket(s) are resolved through Bulk Update. I tried "Remove Admin
tickets individually by checking the boxes next to Admin Cc and Cc names
and then clicking on “Save changes” button, but the “Save changes”
button is not available in Bulk Update and I don’t know how else to do a
bulk update without sending email to Admin Cc and Cc people.

Cheers,
Hossein

Kenneth Crocker wrote:

Hossein,

UH, actually, I thought that clicking the "Update" button for 

“Bulk Update” (after one has made the type of changes they want to
happen to a bunch of tickets, un-checking any ticket that is NOT to be
changed) WAS, in fact, a “Save Changes” button. It may not say it but
IT certainly ACTS like it. Do you just want to change the Title on the
button? The action/results are the same so I don’t really understand
the problem.

Kenn
LBNL

Hi all,

I have a question regarding RT update verses Bulk Update. If we don�t
wish a message to be sent to a Cc or Bcc member of any given ticket
we have to check a box in front of their name(s) and then click on
�Save changes� button, then click on the �Update Ticket� to
accomplish this which is not a big deal, unless we went wrong during
the installation. However, the �Save changes� button is not available
in Bulk Update. Is this by design? If not, can it be added? Is there
any other way script or otherwise to achieve this? We are using RT 3.6.4

Many thanks in advance for your replies,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Hossein,

AAHH! Now I understand. I thought you were just talking about the way 

it updates. You want THAT without the automatic email when the ticket
status is changed. HHHMM. I wonder if there is a way to identify when
the transaction is coming from bulk update? Then you could use that in
your scrips for resolve, etc. I’mnot sure how to do that. sorry.

Kenn
LBNLOn 4/2/2008 12:18 PM, Hossein Rafighi wrote:

No. What I want is a way NOT to send email to “Admin Cc” or “Cc” people
when ticket(s) are resolved through Bulk Update. I tried “Remove Admin
Cc:” but to no avail. I can easily accomplish this when I am resolving
tickets individually by checking the boxes next to Admin Cc and Cc names
and then clicking on “Save changes” button, but the “Save changes”
button is not available in Bulk Update and I don’t know how else to do a
bulk update without sending email to Admin Cc and Cc people.

Cheers,
Hossein

Kenneth Crocker wrote:

Hossein,

UH, actually, I thought that clicking the "Update" button for 

“Bulk Update” (after one has made the type of changes they want to
happen to a bunch of tickets, un-checking any ticket that is NOT to be
changed) WAS, in fact, a “Save Changes” button. It may not say it but
IT certainly ACTS like it. Do you just want to change the Title on the
button? The action/results are the same so I don’t really understand
the problem.

Kenn
LBNL

On 4/2/2008 8:29 AM, Hossein Rafighi wrote:

Hi all,

I have a question regarding RT update verses Bulk Update. If we don�t
wish a message to be sent to a Cc or Bcc member of any given ticket
we have to check a box in front of their name(s) and then click on
�Save changes� button, then click on the �Update Ticket� to
accomplish this which is not a big deal, unless we went wrong during
the installation. However, the �Save changes� button is not available
in Bulk Update. Is this by design? If not, can it be added? Is there
any other way script or otherwise to achieve this? We are using RT 3.6.4

Many thanks in advance for your replies,
Hossein

I just updated my Linux Kernel for my CentOS hosted version of RT.

I noticed that now all parties are getting emails on correspondence
actions from the Requestors or CC from with in RT.

Reply/Forward Email from CC of ticket->RT gets email and notifies
everyone (Requestors and CC).

I do not have a scrip running global or at the queue level and it
continues to do this. Suggestions? (Possible Config setting?)

Thanks in Advance,

-Mark Grob

Mark,

I have never heard of RT sending out ANY notification without some sort 

of notification scrip existing. RT_Config would have a setting to ALLOW
an email to be sent, but wouldn’t generate one. To my knowledge, RT does
not generate emails any other way than thru notification scrips. Are you
sure you’re looking at the right screen with the right privileges? I
have AdminCc’s that could not see ANY global scrips or templates because
they did not have “ShowScrips” and “ShowTemplate” rights for the queue
they were in, even thought they had “ShowConfigTab”.

Kenn
LBNLOn 6/26/2008 12:49 PM, Mark Grob wrote:

I just updated my Linux Kernel for my CentOS hosted version of RT.

I noticed that now all parties are getting emails on correspondence
actions from the Requestors or CC from with in RT.

Reply/Forward Email from CC of ticket->RT gets email and notifies
everyone (Requestors and CC).

I do not have a scrip running global or at the queue level and it
continues to do this. Suggestions? (Possible Config setting?)

Thanks in Advance,

-Mark Grob


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

I’m having a similar issue as described here,
Carbon60: Cloud Consulting - Services and Solutions,
and was wondering if it had been resolved i.e; some way to not send
transaction notices for bulk
update operations OR better still, to send a single message/digest, rather
than umpteen individual
messages.

Cambridge Energy Alliance: Save money & the planet