Ticket split

Andrew_Kornilov · November 14, 2005, 7:19pm

Hi all.

How can i split ticket to multiple tickets? Something like “Extract to
article” in RTFM, but split to any amount of tickets with automatical
links to parent ticket, different Owners and so on. Is it possible in
theory?

Nathan_Oyler · November 14, 2005, 8:44pm

I would like this as well.

Todd_Chapman1 · November 14, 2005, 9:25pm

Hi all.

How can i split ticket to multiple tickets? Something like “Extract to
article” in RTFM, but split to any amount of tickets with automatical
links to parent ticket, different Owners and so on. Is it possible in
theory?

I have modified one of the elements of Display.html to include
a button in the Links section so that child tickets are created
for a parent ticket, with the same subject and same body text
from the first transaction. Is that what you want?

-Todd

Nathan_Oyler · November 14, 2005, 10:33pm

Hi all.

How can i split ticket to multiple tickets? Something like “Extract
to
article” in RTFM, but split to any amount of tickets with
automatical
links to parent ticket, different Owners and so on. Is it possible
in
theory?

I have modified one of the elements of Display.html to include
a button in the Links section so that child tickets are created
for a parent ticket, with the same subject and same body text
from the first transaction. Is that what you want?

-Todd

I would like that.

-Nathan

Todd_Chapman1 · November 14, 2005, 11:20pm

Hi all.

How can i split ticket to multiple tickets? Something like “Extract
to
article” in RTFM, but split to any amount of tickets with
automatical
links to parent ticket, different Owners and so on. Is it possible
in
theory?

I have modified one of the elements of Display.html to include
a button in the Links section so that child tickets are created
for a parent ticket, with the same subject and same body text
from the first transaction. Is that what you want?

-Todd

I would like that.

This should work but I took out some site specific stuff. Be sure
to test it. It also propogates the requestor.

mkdir -p /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/

vi /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/Default

— Content of Default —

%if ($Ticket->Transactions->Count && $Ticket->Transactions->First && $Ticket->Transactions->First->Attachments && $Ticket->Transactions->First->Attachments->Count) { %my $content = $Ticket->Transactions->First->Content; %} <&|/l, $m->scomp('/Elements/SelectNewTicketQueue' )&> [_1] <%ARGS> $Ticket

Nathan_Oyler · November 14, 2005, 11:33pm

Hi all.

How can i split ticket to multiple tickets? Something like
“Extract
to
article” in RTFM, but split to any amount of tickets with
automatical
links to parent ticket, different Owners and so on. Is it
possible
in
theory?

I have modified one of the elements of Display.html to include
a button in the Links section so that child tickets are created
for a parent ticket, with the same subject and same body text
from the first transaction. Is that what you want?

-Todd

I would like that.

This should work but I took out some site specific stuff. Be sure
to test it. It also propogates the requestor.

mkdir -p

/op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/

vi

/op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/Default

— Content of Default —
%if ($Ticket->Transactions->Count && $Ticket->Transactions->First && $Ticket->Transactions->First->Attachments &&

$Ticket->Transactions->First-

Attachments->Count) {
%my $content = $Ticket->Transactions->First->Content;

%}
<&|/l, $m->scomp(‘/Elements/SelectNewTicketQueue’ )&> [_1]</&>

<%ARGS> $Ticket

I’ve added Default to
/opt/rt3/local/html/Callbacks/MyCallbacks/Elements/ShowLinks

And it’s not showing up. If I view the source on the ticket or
Modifylinks.html?id= I do not see the code.

I’ve deleted mason handler objects (which may not be relevant)

I’ll continue to look at it to see if maybe it’s something I can figure
out.

Kevin_Bailey · November 14, 2005, 11:01pm

does anyone have a problem with konqueror outputting to print with very
small fonts?

this isn’t just RT - but everything with konqueror.

sometimes i can fix it by sort of overiding the css using the default
css option in the preferences and using:

@media print { body { font-size: x-large; } }

in the style sheet but this (annoyingly) does not work all of the time.

kev

Jan_Hudec · November 15, 2005, 8:24am

Please, when you start a topic, DON’T reply to unrelated mail and set
subject appropriately. You are significantly lessening your chance to
get reply otherwise.

does anyone have a problem with konqueror outputting to print with very
small fonts?

this isn’t just RT - but everything with konqueror.

Konqueror prints the page so that the width it has on the screen is
scaled to the width on the paper. So if you have wide konqueror window,
it prints with tiny font. Narow the window before printing…

sometimes i can fix it by sort of overiding the css using the default
css option in the preferences and using:

@media print { body { font-size: x-large; } }

in the style sheet but this (annoyingly) does not work all of the time.

					 Jan 'Bulb' Hudec <bulb@ucw.cz>

signature.asc (189 Bytes)

Andrew_Kornilov · November 15, 2005, 10:23am

Todd Chapman wrote:

I have modified one of the elements of Display.html to include
a button in the Links section so that child tickets are created
for a parent ticket, with the same subject and same body text
from the first transaction. Is that what you want?

-Todd

I would like that.

This should work but I took out some site specific stuff. Be sure
to test it. It also propogates the requestor.

mkdir -p /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/

vi /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/Default

— Content of Default —

Thanks. Looks like something i want (RTFM behavior “Extract to article”
more powerful but hard to implement :). But one bug: new child ticket
created without subject and body text. I’ll try to investigate this.

Torsten_Brumm · November 15, 2005, 10:51am

Yes! Me too, this is very urgently needed!

Callto://torsten_brumm

Thanks in advance
…
: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840
…

Torsten_Brumm · November 15, 2005, 10:59am

Hi Todd,

The idea is OK for the first step, but i think, it could be much more better
if it can work like the following:

I have a Ticket from Requestor A and i’m the Owner B
There are many entries within the history and each of them have at this
moment a comment and reply button
If i now need a new subticket from this history entry or from the whole
ticket, it would be great to generate a new subticket with the content of
the history entry (or whole ticket, depending on the link you used).
If you now have pressed something like: “creat subticket” i think there
must also be a function that gives you the abaility to choose a queue.
The new Subticket can’t have the original requestor A, this must be
replaced with the Owner B as Requestor.

So far i know, there was a patch from Dirk Pape within the wiki doing
exactly this, but i cant get it running under rt 3.4.4 because it was coded
for a <3.2 Version so far i know and it produces thousends of errors…

What do you thing about this?!?

Callto://torsten_brumm

Thanks in advance
…
: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840
…

Dirk_Pape · November 15, 2005, 11:17am

Hello

–Am 15. November 2005 11:59:27 +0100 schrieb Torsten Brumm
torsten.brumm@kuehne-nagel.com:

So far i know, there was a patch from Dirk Pape within the wiki doing
exactly this, but i cant get it running under rt 3.4.4 because it was
coded for a <3.2 Version so far i know and it produces thousends of
errors…

What do you thing about this?!?

Mmh. I never needed to edit the patch, because it worked all over from 3.2
to 3.4.

You can get it from here
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/fork.patch. screenshots:
http://page.mi.fu-berlin.de/~pape/rt3screenshots/

If you see an error, please report it to me.

Thanks,
Dirk.
Dr. Dirk Pape (Projektleitung Campus Management)
Fachbereich Mathematik und Informatik der FU Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654

Torsten_Brumm · November 15, 2005, 12:28pm

Hi Dirk,

Thanks for your reply, after your site was not reachable many weeks, i
thought you are away…

I will check this out now and come back with the error, btw. Have you also
tryed the HideGlobalScrips under RT 344?

Callto://torsten_brumm

Thanks in advance
…
: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840
…

Dirk_Pape · November 15, 2005, 12:42pm

Hello,

–Am 15. November 2005 13:28:00 +0100 schrieb Torsten Brumm
torsten.brumm@kuehne-nagel.com:

I will check this out now and come back with the error, btw. Have you also
tryed the HideGlobalScrips under RT 344?

yes. The following aptch works also for 3.4.4:
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/deactivate_scrip-3.4.2.patch

Mit freundlichen Grüßen,
Dirk Pape.

Dr. Dirk Pape (Projektleitung Campus Management)
Fachbereich Mathematik und Informatik der FU Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654

Torsten_Brumm · November 15, 2005, 1:08pm

Hi Dirk,

Yes, it is working very well!!! Thanks for this great feature! I had made a
mistake at my last try.

This is really a very usefull feature…

Many thanks

Callto://torsten_brumm

Thanks in advance
…
: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840
…

Torsten_Brumm · November 15, 2005, 1:36pm

Hi Dirk,

Just playing around with the HideScrips Patch.

b) existence of the modules

RT::QueueDeactivatedScrip.pm (autocreated by rt3/sbin/factory)
RT::QueueDeactivatedScrips.pm (autocreated by rt3/sbin/factory)
RT::QueueDeactivatedScrip_Overlay.pm (enhanced methods)

What does this mean? I didn’t find this .pm Modules…!!!

Callto://torsten_brumm

Thanks in advance
…
: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840
…

Dirk_Pape · November 15, 2005, 1:44pm

sorry you need
http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz
for the first install. Here the missing .pm-files are included but the
included patch may not apply to 3.4.4. You have to use the patch mentioned
before instead.

Dirk.

–Am 15. November 2005 14:36:20 +0100 schrieb Torsten Brumm
torsten.brumm@kuehne-nagel.com:

Just playing around with the HideScrips Patch.

b) existence of the modules

RT::QueueDeactivatedScrip.pm (autocreated by rt3/sbin/factory)
RT::QueueDeactivatedScrips.pm (autocreated by rt3/sbin/factory)
RT::QueueDeactivatedScrip_Overlay.pm (enhanced methods)

What does this mean? I didn’t find this .pm Modules…!!!

Dr. Dirk Pape (Projektleitung Campus Management)
Fachbereich Mathematik und Informatik der FU Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654

Todd_Chapman1 · November 15, 2005, 2:42pm

Hi Todd,

The idea is OK for the first step, but i think, it could be much more better
if it can work like the following:

I have a Ticket from Requestor A and i’m the Owner B

There are many entries within the history and each of them have at this
moment a comment and reply button

If i now need a new subticket from this history entry or from the whole
ticket, it would be great to generate a new subticket with the content of
the history entry (or whole ticket, depending on the link you used).

If you now have pressed something like: “creat subticket” i think there
must also be a function that gives you the abaility to choose a queue.

The new Subticket can’t have the original requestor A, this must be
replaced with the Owner B as Requestor.

So far i know, there was a patch from Dirk Pape within the wiki doing
exactly this, but i cant get it running under rt 3.4.4 because it was coded
for a <3.2 Version so far i know and it produces thousends of errors…

What do you thing about this?!?

I have no need for that.

Torsten_Brumm · November 15, 2005, 3:09pm

Hi Dirk,

Thanks for the hint, tryed it also and it’s also working fine!

Many thanks…another great tool. Btw: the Links for the downloads at your
site are not working…

Callto://torsten_brumm

Thanks in advance
…
: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840
…

Nathan_Oyler · November 15, 2005, 5:31pm

Mmh. I never needed to edit the patch, because it worked all over from
3.2
to 3.4.

You can get it from here
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/fork.patch.
screenshots:
http://page.mi.fu-berlin.de/~pape/rt3screenshots/

If you see an error, please report it to me.

I received an error with the patch running cleanly for ShowTransaction
with rt 3.4.2

Just edited it manually and it worked fine, it was from $UpdatePath
being a variable it looked like.

It’s absolutely what I needed though, thank your for your hard work.