Show updated tickets

RT Users
1

Greetings.

I am attempting to work out how to highlight tickets in searches that
were last updated by someone other than the owner.

So far I have defined css components called .updatedoddline and
.updatedevenline and have also worked out I need to put a test statement
around “$m->out(‘’ );” in
/Elements/CollectionAsTable/Row

In pseudo-code what I think I need to wrap around this line (and
similarly with the later line) is:

If ($SearchResult->Owner ne $SearchResult->LastUpdatedBy) {

$m->out(‘’ );

} else {

            $m->out('<tr class="' . ( $Warning ? 'warnline' : $i % 2

? ‘oddline’ : ‘evenline’ ) . ‘" >’ );

}

But what I can’t work out is the right syntax/code for
“$SearchResult->Owner” and “$SearchResult->LastUpdatedBy” for the test.

Does anyone have any tips for me?

Thanks,

BenR

****** Internet + Voice + Telephony + IT Services + Hardware/Software ******
February 2007 - Systems integration company TLC IT’s product / services
expansion is complete, with the introduction of Voice and Internet services
rounding out their Juniper Elite Security Partnership, Avaya Telephony and
traditional IT Infrastructure support services.
“With the expansion of our business into Telephony and Security over the past 18
months, it made perfect sense to introduce Voice and Data services” stated
Managing Director Alan Champan. “Clients want a single point of contact or more
importantly a single point of responsibility when it comes to managing all these
services, our client enjoy not only the benefits of dealing with one
organisation, but also cost savings by combining all these services, both in
management and direct product costs, it is a win / win situation.”
TLC IT is set to become one of the largest IT & T organisations in Australia,
for further information on our services visit www.tlcit.biz or call 03 9922 0000

The information contained in this communication is intended solely for the use of
the individual or entity to whom it is addressed and others authorised to receive
it. It may contain confidential or legally privileged information. If you are
not the intended recipient you are hereby notified that any disclosure, copying,
distribution or taking any action in reliance on the contents of this information
is strictly prohibited and may be unlawful. If you have received this
communication in error, please notify us immediately by responding to this email
and then delete it, and any associated attachments, from your system. Thank you.

2

I thought I might Bump my question in case it got lost in the weekend
mail. J

BenR

p.s. apologies for the signature, I am trying to get that appendage
changed. ;-)From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ben
Robson
Sent: Saturday, 14 July 2007 4:00 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Show updated tickets

Greetings.

I am attempting to work out how to highlight tickets in searches that
were last updated by someone other than the owner.

So far I have defined css components called .updatedoddline and
.updatedevenline and have also worked out I need to put a test statement
around “$m->out(‘’ );” in
/Elements/CollectionAsTable/Row

In pseudo-code what I think I need to wrap around this line (and
similarly with the later line) is:

If ($SearchResult->Owner ne $SearchResult->LastUpdatedBy) {

$m->out(‘’ );

} else {

            $m->out('<tr class="' . ( $Warning ? 'warnline' : $i % 2

? ‘oddline’ : ‘evenline’ ) . ‘" >’ );

}

But what I can’t work out is the right syntax/code for
“$SearchResult->Owner” and “$SearchResult->LastUpdatedBy” for the test.

Does anyone have any tips for me?

Thanks,

BenR

****** Internet + Voice + Telephony + IT Services + Hardware/Software
February 2007 - Systems integration company TLC IT’s product / services
expansion is complete, with the introduction of Voice and Internet
services
rounding out their Juniper Elite Security Partnership, Avaya Telephony
and
traditional IT Infrastructure support services.
“With the expansion of our business into Telephony and Security over the
past 18
months, it made perfect sense to introduce Voice and Data services”
stated
Managing Director Alan Champan. “Clients want a single point of contact
or more
importantly a single point of responsibility when it comes to managing
all these
services, our client enjoy not only the benefits of dealing with one
organisation, but also cost savings by combining all these services,
both in
management and direct product costs, it is a win / win situation.”
TLC IT is set to become one of the largest IT & T organisations in
Australia,
for further information on our services visit www.tlcit.biz or call 03
9922 0000

The information contained in this communication is intended solely for
the use of
the individual or entity to whom it is addressed and others authorised
to receive
it. It may contain confidential or legally privileged information. If
you are
not the intended recipient you are hereby notified that any disclosure,
copying,
distribution or taking any action in reliance on the contents of this
information
is strictly prohibited and may be unlawful. If you have received this
communication in error, please notify us immediately by responding to
this email
and then delete it, and any associated attachments, from your system.
Thank you.
****** Internet + Voice + Telephony + IT Services + Hardware/Software ******
February 2007 - Systems integration company TLC IT’s product / services
expansion is complete, with the introduction of Voice and Internet services
rounding out their Juniper Elite Security Partnership, Avaya Telephony and
traditional IT Infrastructure support services.
“With the expansion of our business into Telephony and Security over the past 18
months, it made perfect sense to introduce Voice and Data services” stated
Managing Director Alan Champan. “Clients want a single point of contact or more
importantly a single point of responsibility when it comes to managing all these
services, our client enjoy not only the benefits of dealing with one
organisation, but also cost savings by combining all these services, both in
management and direct product costs, it is a win / win situation.”
TLC IT is set to become one of the largest IT & T organisations in Australia,
for further information on our services visit www.tlcit.biz or call 03 9922 0000

The information contained in this communication is intended solely for the use of
the individual or entity to whom it is addressed and others authorised to receive
it. It may contain confidential or legally privileged information. If you are
not the intended recipient you are hereby notified that any disclosure, copying,
distribution or taking any action in reliance on the contents of this information
is strictly prohibited and may be unlawful. If you have received this
communication in error, please notify us immediately by responding to this email
and then delete it, and any associated attachments, from your system. Thank you.

3

Hello Ben,

–Am 18. Juli 2007 01:04:34 +1000 schrieb Ben Robson
benr@tlcdatasecurity.com.au:

I am attempting to work out how to highlight tickets in searches that
were last updated by someone other than the owner.

we do so here by using attached Callback in

/path/to/rt/local/html/Callbacks/MI/Elements/RT__Ticket/ColumnMap/ColumnMap

this enables a column “luid” which can be used instead of “id” in layout
specification of a search. We than modified the standard search for “Ticket
I own” (root has to do this) to use luid instead of id as column (see
screenshot). You can customize colour by implementing the css.

We also use “openid” instead of “id” in search “Unowned Tickets” because we
hate already opened Tickets which are still unowned.

Regards,
Dirk.

Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654

ColumnMap (536 Bytes)

4

Dirk,

Thanks for this.

I have had a go at making this work and I am finding that Mason seems to
be reporting errors within the ColumnMap.obj file:

<…snip…>
my ( $COLUMN_MAP );
{
my %pos;
for ( my $x = 0; $x < @; $x += 2 )
{
$pos{ $[$x] } = $x + 1;
}
#line 2
/opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/
ColumnMap
$COLUMN_MAP = exists $pos{‘COLUMN_MAP’} ? $_[ $pos{‘COLUMN_MAP’} ]
: undef;
}
$m->debug_hook( $m->current_comp->path ) if (
HTML::Mason::Compiler::IN_PERL_DB() );

#line 4
/opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/
ColumnMap

if ($COLUMN_MAP) {
$COLUMN_MAP->{‘luid’} = {
<…snip…>

Mason is a world of voodoo I have yet to get a handle on and as such I
have no idea what it’s crying about. What I do know is that I see no
tangible changes within the Search options. :frowning:

Are you able to point me in a direction to fix this?

Thanks,
BenRFrom: Dirk Pape [mailto:pape-rt@inf.fu-berlin.de]
Sent: Wednesday, 18 July 2007 1:46 AM
To: Ben Robson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Show updated tickets

Hello Ben,

–Am 18. Juli 2007 01:04:34 +1000 schrieb Ben Robson
benr@tlcdatasecurity.com.au:

I am attempting to work out how to highlight tickets in searches that
were last updated by someone other than the owner.

we do so here by using attached Callback in

/path/to/rt/local/html/Callbacks/MI/Elements/RT__Ticket/ColumnMap/Column
Map

this enables a column “luid” which can be used instead of “id” in layout
specification of a search. We than modified the standard search for
“Ticket I own” (root has to do this) to use luid instead of id as column
(see screenshot). You can customize colour by implementing the css.

We also use “openid” instead of “id” in search “Unowned Tickets” because
we hate already opened Tickets which are still unowned.

Regards,
Dirk.

Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie
Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838
75143, Fax. +49 (0)30 838 54654
****** Internet + Voice + Telephony + IT Services + Hardware/Software ******
February 2007 - Systems integration company TLC IT’s product / services
expansion is complete, with the introduction of Voice and Internet services
rounding out their Juniper Elite Security Partnership, Avaya Telephony and
traditional IT Infrastructure support services.
“With the expansion of our business into Telephony and Security over the past 18
months, it made perfect sense to introduce Voice and Data services” stated
Managing Director Alan Champan. “Clients want a single point of contact or more
importantly a single point of responsibility when it comes to managing all these
services, our client enjoy not only the benefits of dealing with one
organisation, but also cost savings by combining all these services, both in
management and direct product costs, it is a win / win situation.”
TLC IT is set to become one of the largest IT & T organisations in Australia,
for further information on our services visit www.tlcit.biz or call 03 9922 0000

The information contained in this communication is intended solely for the use of
the individual or entity to whom it is addressed and others authorised to receive
it. It may contain confidential or legally privileged information. If you are
not the intended recipient you are hereby notified that any disclosure, copying,
distribution or taking any action in reliance on the contents of this information
is strictly prohibited and may be unlawful. If you have received this
communication in error, please notify us immediately by responding to this email
and then delete it, and any associated attachments, from your system. Thank you.

5

Hello Ben,

–Am 18. Juli 2007 16:37:39 +1000 schrieb Ben Robson
benr@tlcdatasecurity.com.au:

Mason is a world of voodoo I have yet to get a handle on and as such I
have no idea what it’s crying about. What I do know is that I see no
tangible changes within the Search options. :frowning:

Are you able to point me in a direction to fix this?

sorry, I fear I have not too much time to help you. Just two quick thoughts:

Did you clear mason cache after restarting apache?
rm -rf /path/to/rt/var/mason_data/obj

I use our ColumnMap callback since version 3.6. Maybe you are running an
older version? Then I dont know if it should work.

Dirk

Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654

6

Dirk,

Thanks for your efforts.

Yes, Mason cache is getting cleared with each apache restart and we are
using RT 3.6.3.

The Mason object cache is showing that the Callback is getting seen, but
for some reason it is not showing up in the “Display Columns” section.

Never mind, I’ll keep pluggin away with plan A. :slight_smile:

BenRFrom: Dirk Pape [mailto:pape-rt@inf.fu-berlin.de]
Sent: Wednesday, 18 July 2007 9:26 PM
To: Ben Robson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Show updated tickets

Hello Ben,

–Am 18. Juli 2007 16:37:39 +1000 schrieb Ben Robson
benr@tlcdatasecurity.com.au:

Mason is a world of voodoo I have yet to get a handle on and as such I
have no idea what it’s crying about. What I do know is that I see no
tangible changes within the Search options. :frowning:

Are you able to point me in a direction to fix this?

sorry, I fear I have not too much time to help you. Just two quick
thoughts:

Did you clear mason cache after restarting apache?
rm -rf /path/to/rt/var/mason_data/obj

I use our ColumnMap callback since version 3.6. Maybe you are running an

older version? Then I dont know if it should work.

Dirk

Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654
****** Internet + Voice + Telephony + IT Services + Hardware/Software ******
February 2007 - Systems integration company TLC IT’s product / services
expansion is complete, with the introduction of Voice and Internet services
rounding out their Juniper Elite Security Partnership, Avaya Telephony and
traditional IT Infrastructure support services.
“With the expansion of our business into Telephony and Security over the past 18
months, it made perfect sense to introduce Voice and Data services” stated
Managing Director Alan Champan. “Clients want a single point of contact or more
importantly a single point of responsibility when it comes to managing all these
services, our client enjoy not only the benefits of dealing with one
organisation, but also cost savings by combining all these services, both in
management and direct product costs, it is a win / win situation.”
TLC IT is set to become one of the largest IT & T organisations in Australia,
for further information on our services visit www.tlcit.biz or call 03 9922 0000

The information contained in this communication is intended solely for the use of
the individual or entity to whom it is addressed and others authorised to receive
it. It may contain confidential or legally privileged information. If you are
not the intended recipient you are hereby notified that any disclosure, copying,
distribution or taking any action in reliance on the contents of this information
is strictly prohibited and may be unlawful. If you have received this
communication in error, please notify us immediately by responding to this email
and then delete it, and any associated attachments, from your system. Thank you.

7

Just as an aside… in a blinding fit of logic I actually came up with a
simple search that could be saved and put on the RT at a Glance page
without the need to alter the backend at all. It’s not as neat and tidy
as using a highlight colour, but I believe it does achieve the same
outcome (that being to let the ticket owner know when someone else has
updated the ticket).

In the Edit Query->Advanced section the query comes out as:
LastUpdatedBy != ‘CurrentUser’ AND Owner = ‘CurrentUser’ AND
Status != ‘resolved’ AND Status != ‘rejected’

Hence, the query shows all tickets owned by the CurrentUser, that were
last updated by someone who is not the CurrentUser. Bingo! Whilst the
Blah notation doesn’t work in the normal search results display, it
does work in the RT at a Glance section.

Thanks again.
BenRFrom: Dirk Pape [mailto:pape-rt@inf.fu-berlin.de]
Sent: Thursday, 19 July 2007 1:33 AM
To: Ben Robson
Subject: RE: [rt-users] Show updated tickets

Hello,

–Am 18. Juli 2007 23:19:46 +1000 schrieb Ben Robson
benr@tlcdatasecurity.com.au:

OK, thanks. Got LUID showing up. Something worth noting is that if
the
individual user has saved their own selection of “Display Columns”
settings then their personalisation overrides the customisation via
the
callback. So one has to clear such personalisation from the db to
make
the update visible.

yes thats true. It’s still a hack and since we introduced it with the
upgrade to 3.6 we did not have this problem.

Dirk.

Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654
****** Internet + Voice + Telephony + IT Services + Hardware/Software ******
February 2007 - Systems integration company TLC IT’s product / services
expansion is complete, with the introduction of Voice and Internet services
rounding out their Juniper Elite Security Partnership, Avaya Telephony and
traditional IT Infrastructure support services.
“With the expansion of our business into Telephony and Security over the past 18
months, it made perfect sense to introduce Voice and Data services” stated
Managing Director Alan Champan. “Clients want a single point of contact or more
importantly a single point of responsibility when it comes to managing all these
services, our client enjoy not only the benefits of dealing with one
organisation, but also cost savings by combining all these services, both in
management and direct product costs, it is a win / win situation.”
TLC IT is set to become one of the largest IT & T organisations in Australia,
for further information on our services visit www.tlcit.biz or call 03 9922 0000

The information contained in this communication is intended solely for the use of
the individual or entity to whom it is addressed and others authorised to receive
it. It may contain confidential or legally privileged information. If you are
not the intended recipient you are hereby notified that any disclosure, copying,
distribution or taking any action in reliance on the contents of this information
is strictly prohibited and may be unlawful. If you have received this
communication in error, please notify us immediately by responding to this email
and then delete it, and any associated attachments, from your system. Thank you.