Transactions and timeworked after 3.8.0 upgrade

RT Developers
1

This may not belong on the devel list. If so my apologies. The list
description said in-depth discussion in addition to development topics.
Please redirect me to appropriate list.

After I upgraded to 3.8.0 a few weeks back I started having problems with
some scripts that I use to analyze RT data.

I use RT for tracking time on tickets for billing purposes. Using some
custom fields to designate tickets billable, billed, not billable,
etc. To track
and attribute time to various individuals, I’ve been using the timetaken
field on transactions to tally and attribute time on tickets. I use
this approach
rather than using tickets.timeworked because multiple people tend to
collaborate on tickets here. To attribute billable time to correct people,
I work with transactions.timetaken.

I was running 3.6.4 prior to my upgrade to 3.8.0. Post upgrade it
seems that
correspondence and resolution actions simply update tickets.timeworked, and
don’t enter a transaction in the transactions table. Obviously this is
kind of
problematic for me in the way that I use RT.

I’m going to start sifting through code to try to determine what
happened, but
I thought I’d pitch a message out here to see if anyone has insights on
what’s
up. If there’s a better way to do what I’m doing, I’m open. But I
really like the
idea of allowing multiple people to act on the same ticket yet still
being able to
figure out who accumulated the time.

Thanks for any input. 3.8.0 is outstanding so far for us here, with the
obvious
exception I’m listing above.

Andy

Tangeis, LLC
Andrew Libby
alibby@tangeis.com
www.tangeis.com
610-761-1991

2

Andrew,

I’ve opened a ticket for us to look at this for 3.8.2.

This may not belong on the devel list. If so my apologies. The list
description said in-depth discussion in addition to development
topics.
Please redirect me to appropriate list.

Here is just fine.

After I upgraded to 3.8.0 a few weeks back I started having problems
with
some scripts that I use to analyze RT data.

I use RT for tracking time on tickets for billing purposes. Using
some
custom fields to designate tickets billable, billed, not billable,
etc. To track
and attribute time to various individuals, I’ve been using the
timetaken
field on transactions to tally and attribute time on tickets. I use
this approach
rather than using tickets.timeworked because multiple people tend to
collaborate on tickets here. To attribute billable time to correct
people,
I work with transactions.timetaken.

I was running 3.6.4 prior to my upgrade to 3.8.0. Post upgrade it
seems that
correspondence and resolution actions simply update
tickets.timeworked, and
don’t enter a transaction in the transactions table. Obviously this
is
kind of
problematic for me in the way that I use RT.

Don’t ever create entries in the transactions table? That
seems…quite surprising. Every update to a ticket should generate an
entry in the Transactions table. Does anything show up in the logs?

3

Hi Jesse,

Jesse Vincent wrote:

Andrew,

I’ve opened a ticket for us to look at this for 3.8.2.

Sweet! Thanks. If there’s anything I can do to help out,
I’m more than happy to put in effort. Below I’ve tried to
provide some of the information you’re requested.> On Aug 14, 2008, at 1:06 PM, Andrew Libby wrote:

After I upgraded to 3.8.0 a few weeks back I started having problems with
some scripts that I use to analyze RT data.

I use RT for tracking time on tickets for billing purposes. Using some
custom fields to designate tickets billable, billed, not billable,
etc. To track
and attribute time to various individuals, I’ve been using the timetaken
field on transactions to tally and attribute time on tickets. I use
this approach
rather than using tickets.timeworked because multiple people tend to
collaborate on tickets here. To attribute billable time to correct
people,
I work with transactions.timetaken.

I was running 3.6.4 prior to my upgrade to 3.8.0. Post upgrade it
seems that
correspondence and resolution actions simply update
tickets.timeworked, and
don’t enter a transaction in the transactions table. Obviously this is
kind of
problematic for me in the way that I use RT.

Don’t ever create entries in the transactions table? That
seems…quite surprising. Every update to a ticket should generate an
entry in the Transactions table. Does anything show up in the logs?

I don’t ever create transactions, though I’ve had to update
them (change creator, etc by hand from time to time. As a
rule, I try not to).

I’ve collected a few things from the logs, DB.

http://pastie.org/254930

I think that this spells out that I lobbed a comment at
the ticket, and that tickets.timeworked is udpated but
the desired transactions were not inserted. I threw in the
access and error logs from the time span when the activity
was taking place, I hope I didn’t miss anything.

As I look over this, It I keep thinking, “I updated the
ticket timeworked field directly”, but I’ve scrubbed the
ability to do that from the user interface.

I’m knowledgeable of perl, but new to Mason. So I’m still
spending time getting up to speed on how requests move from
dispatching to processing. But I’m in here, trying to
dig things up. If there’s anything more I can provide, do
let me know.

Andy

Tangeis, LLC
Andrew Libby
alibby@tangeis.com
www.tangeis.com
610-761-1991