Ticket tracking and subject changes?

RT Users
1

Hello dear users and developers.
I want to add queues in our RT, but I really must to change
[foo.xxx #ticket_id] to [foo.yyy #ticket_id]
Solution:

  1. Change template for such queue with redefine of Subject field.
    Will it break ticket tracking?

    Best regards. Ruslan.

2

Ruslan U. Zakirov wrote:

Hello dear users and developers.

I want to add queues in our RT, but I really must to change
[foo.xxx #ticket_id] to [foo.yyy #ticket_id]
Solution:

  1. Change template for such queue with redefine of Subject field.
    Will it break ticket tracking?

    Best regards. Ruslan.

Hello, again.

I think first solution imposible without coding. And I don’t think that
Jesse apply my patches, but maintain changes against RT mainline in this
case is pain. I don’t want it because ticket tracking and mail handling
is heart of RT.

May be I could setup some pre/post processing of mails to rewrite mail
headers? What do you think about it?

	Best regards. Ruslan.
3

I think first solution imposible without coding. And I don’t think that
Jesse apply my patches, but maintain changes against RT mainline in this
case is pain. I don’t want it because ticket tracking and mail handling
is heart of RT.

May be I could setup some pre/post processing of mails to rewrite mail
headers? What do you think about it?

You could overlay RT::EmailParser’s ParseTicketId fairly easily to do
the parsing you want it to do locally…

Best,
Jesse

  Best regards. Ruslan.

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4

Jesse Vincent wrote:

I think first solution imposible without coding. And I don’t think that
Jesse apply my patches, but maintain changes against RT mainline in this
case is pain. I don’t want it because ticket tracking and mail handling
is heart of RT.

May be I could setup some pre/post processing of mails to rewrite mail
headers? What do you think about it?

You could overlay RT::EmailParser’s ParseTicketId fairly easily to do
the parsing you want it to do locally…

Best,
Jesse

I saw it, but $RT::rtname also used in other places as I see. Now I
envestigate how this changes could affect such places.
Thanks for comments. Ruslan.

5

Ruslan U. Zakirov wrote:

Jesse Vincent wrote:

I think first solution imposible without coding. And I don’t think
that Jesse apply my patches, but maintain changes against RT mainline
in this case is pain. I don’t want it because ticket tracking and
mail handling is heart of RT.

May be I could setup some pre/post processing of mails to rewrite
mail headers? What do you think about it?

You could overlay RT::EmailParser’s ParseTicketId fairly easily to do
the parsing you want it to do locally…

Best,
Jesse

I saw it, but $RT::rtname also used in other places as I see. Now I
envestigate how this changes could affect such places.
Thanks for comments. Ruslan.

Jesse, can confirm that next changes don’t break anything?

I’m going to do next steps:

  1. stop rt, mail… almost all.
  2. setup procmail filter that change Subject tag
    from [xxx #] to [yyy #].
  3. change RT::rtname from xxx to yyy.

After greping of RT::rtname I think that this enought to change
RT::rtname and to keep tracking of tickets which exist. Am I right?

	Best regards. Wait for your replies. Ruslan.
6

Jesse, can confirm that next changes don’t break anything?

I’m going to do next steps:

  1. stop rt, mail… almost all.
  2. setup procmail filter that change Subject tag
    from [xxx #] to [yyy #].
  3. change RT::rtname from xxx to yyy.

After greping of RT::rtname I think that this enought to change
RT::rtname and to keep tracking of tickets which exist. Am I right?

I believe that to be the case. In the past wehn I’ve done it, I just
hand-hacked the ticket id parser to allow the old xxx for a while. I
think that for 3.2 setting up an rtname regexp is probably the right
answer.

Jesse

  Best regards. Wait for your replies. Ruslan.

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

7

Jesse Vincent wrote:

Jesse, can confirm that next changes don’t break anything?

I’m going to do next steps:

  1. stop rt, mail… almost all.
  2. setup procmail filter that change Subject tag
    from [xxx #] to [yyy #].
  3. change RT::rtname from xxx to yyy.

After greping of RT::rtname I think that this enought to change
RT::rtname and to keep tracking of tickets which exist. Am I right?

I believe that to be the case. In the past wehn I’ve done it, I just
hand-hacked the ticket id parser to allow the old xxx for a while.
I do believe too. If something will go wrong just hack for sometime.

I think that for 3.2 setting up an rtname regexp is probably the right
answer.

Jesse

It’s easyly can be done in RT 3.0.x with backwards compatibility.
With emplementing callback that RT use when ($RT::rtname = re//; and we
have to past $RT::rtname somewhere). In case $RT::rtname just scalar use it.
In ~perl:
my $rtname;
if (we need change something to RT::rtname) {

If ($RT::rtname =~ regexp) {
	$rtname = RT::rtname_callback($TicketObj);
} else {
	$rtname = $RT::rtname;
}

}

	Good luck. Spasibo za horoshi product :). Ruslan.