Why are Asset #'s so naked?

I chose RT + RT-Assets by virtue of it’s claimed capabilities and external API’s – I’ve got to handle HelpDesk tickets, Developer bug tickets, and nearly 50 thousand assets. I’m focusing on Assets to start because they are pretty crucial to the process.

I’ve installed RT-Assets 1.0.1 on top of RT 4.2.4 over the latest Ubuntu & MySQL. I’ve created and loaded some test data into Users and Groups & Queues and Categories. I’ve worked with Group Rights, and played around with it all for a few days and searched the web a great deal and can find no answer to my question: How can I deal with Assets without having to know their numbers?

Why in the world am I required to know an Asset's Number in order to use/link it ?  Why are there no searching options that result in linkage ?  Why do I have to find the Asset, write it's number on a sticky note and then go to another screen where I then enter that number ?  I would love to get the FindAsset portlet into the Ticket/Create.html -- but there seems to be no option for that in the RT_Config.

I am convinced that I am missing something fundamental here. It could very well be that a Scrip/Portlet/Extension would solve this problem – but so far I have only found a list of Extensions in the RT wiki. I can find no list of Scrips, or community repo – and I can’t find one for Portlets either.

How can I get the FindAsset portlet into the Ticket/Create window ?

  Why in the world am I required to know an Asset's Number in
  order to use/link it ? Why are there no searching options that
  result in linkage ? Why do I have to find the Asset, write it's
  number on a sticky note and then go to another screen where I
  then enter that number ? I would love to get the FindAsset
  portlet into the Ticket/Create.html -- but there seems to be no
  option for that in the RT_Config.

I believe most people using it are navigating to the Asset and then
using Action -> Create linked ticket.

I suspect you also want to set AssetQueues
http://bestpractical.com/docs/assets/1.01/Assets_Config.html#AssetQueues

-kevin

Hi, Al.

We made some changes to the Create Ticket form, where you can search assets by name or description, filtered by a Status (you have to put which Status to filter in a variable in RT_SiteConfig.pm file) and a Catalog that have to have the same name than the queue.
If you want, I can send it to you, but without any warranty, because we need to normalize the development.
I can send you the files that you have to replace for a specific RT version. They are only 3 files.

Regards,
Gustavo

Gustavo Gasparrini | NIXE S.R.L.
IT Systems General Manager
+54(11)4383-7831
http://www.nixe.comDe: “Kevin Falcone” falcone@bestpractical.com
Para: rt-users@lists.bestpractical.com
Enviados: Jueves, 22 de Mayo 2014 17:29:50
Asunto: Re: [rt-users] Why are Asset #'s so naked?

  Why in the world am I required to know an Asset's Number in
  order to use/link it ? Why are there no searching options that
  result in linkage ? Why do I have to find the Asset, write it's
  number on a sticky note and then go to another screen where I
  then enter that number ? I would love to get the FindAsset
  portlet into the Ticket/Create.html -- but there seems to be no
  option for that in the RT_Config.

I believe most people using it are navigating to the Asset and then
using Action -> Create linked ticket.

I suspect you also want to set AssetQueues
http://bestpractical.com/docs/assets/1.01/Assets_Config.html#AssetQueues

-kevin

RT Training - Boston, September 9-10

We made some changes to the Create Ticket form, where you can search
assets by name or description, filtered by a Status (you have to put
which Status to filter in a variable in RT_SiteConfig.pm file) and a
Catalog that have to have the same name than the queue.

If you want, I can send it to you, but without any warranty, because we need to normalize the development.
I can send you the files that you have to replace for a specific RT version. They are only 3 files.

This sounds like the sort of thing that would be great to see sent in
as a patch for consideration.

-kevin

Yes, I know Kevin.
May be we have to learn how to contribute in a formal way.

By de way, I sent the files, but they aren’t in the mailing list. Do you know if there is any restriction for attachments?

Thanks

Gustavo Gasparrini | NIXE S.R.L.

IT Systems General Manager

+54(11)4383-7831
http://www.nixe.comDe: “Kevin Falcone” falcone@bestpractical.com
Para: rt-users@lists.bestpractical.com
Enviados: Viernes, 6 de Junio 2014 14:33:14
Asunto: Re: [rt-users] Why are Asset #'s so naked?

We made some changes to the Create Ticket form, where you can search
assets by name or description, filtered by a Status (you have to put
which Status to filter in a variable in RT_SiteConfig.pm file) and a
Catalog that have to have the same name than the queue.

If you want, I can send it to you, but without any warranty, because we need to normalize the development.
I can send you the files that you have to replace for a specific RT version. They are only 3 files.

This sounds like the sort of thing that would be great to see sent in
as a patch for consideration.

-kevin

RT Training - Boston, September 9-10

May be we have to learn how to contribute in a formal way.

Sending mail with patches as directed here is a good start
http://bestpractical.com/assets/issues.html

By de way, I sent the files, but they aren’t in the mailing list. Do you know if there is any restriction for attachments?

The mailing list will hold for moderation messages with large
attachments. It does not strip them, so I suspect something on your
end.

-kevin

Sorry, was my mistake.
I’m resending the e-mail.

Regards,
Gustavo.

Gustavo Gasparrini | NIXE S.R.L.

IT Systems General Manager

+54(11)4383-7831
http://www.nixe.com----- Mensaje original -----

De: “Gustavo Gasparrini” gustavo.gasparrini@nixe.com
Para: “Aaron McCormack” aaronmccormack@outlook.com
Enviados: Viernes, 6 de Junio 2014 8:08:36
Asunto: Re: [rt-users] Why are Asset #'s so naked?

Hi AAron,
I’m attaching the files.
We are using RT 4.2.3.
You have to replace the attachment files, places in the following path: (The absolut path depends on your installation)
Please backup first the original ones, just in case that you have to roll back the changes. The best thing is to backup all directories and the DataBase :wink:

/opt/rt4/share/html/Helpers/Autocomplete/Assets
/opt/rt4/local/plugins/RT-Extension-Assets/html/Ticket/Elements/ShowAssets
/opt/rt4/share/static/js/autocomplete.js

Also, you have to add the following lines in the RT_SiteConfig.pm.
The first one tells RT, which Asset Status you want to show in the search field.
The second one, is an standard and tell RT, which queue have to have the search field in the Ticket Update.

Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/));
Set(@AssetQueues, (Soporte, Desarrollo, General, Nixe, Ingenieria ));

Finally, you have to delete this objects. (don’t worry about that)(take care of your correct path)

rm -rf /opt/rt4/var/mason_data/obj/*
and
Restart the Apache Server.

Notes:

  1. You have to create Catalogs with the same name of each queue, because we use this to support customers and want to filter differents assets for each customer (queues).
  2. The search field doesn’t appear when you create the ticket, because we receive the tickets by email. When you have the ticket created, the search field appear in the ticket form
  3. With “*” the search field retrieve all the Assets that have the Catalog for that Queue, that have the Status you put in the @AssetsActiveStatus
  4. If you begin writing letters, the list view show the Asset that match those letters.

The next lines are our RT_SiteConf.pm, part that affect Assets, (with some changes), only as a reference, because we change the Standard Status data.

Set(@AssetQueues, ( Soporte, Desarrollo, General, Nixe, Ingenieria ));
Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/));
Set(%Lifecycles,
assets => {
type => “asset”,
initial => [ ‘nuevo’ ],
active => [ ‘soporte_activo_FULL’, ‘soporte_activo_N2’, ‘soporte_horas_FULL’, ‘soporte_horas_BASICO’ ],
inactive => [ ‘sin_soporte’, ‘borrado’ ],

defaults => {
on_create => ‘nuevo’,
},

transitions => {
’’ => [qw(nuevo soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)],
nuevo => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)],
soporte_activo_Full => [qw(soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)],
soporte_activo_N2 => [qw(soporte_activo_FULL soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)],
soporte_horas_FULL => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_BASICO sin_soporte borrado)],
soporte_horas_BASICO => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL sin_soporte borrado)],
sin_soporte => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO borrado)],
borrado => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)],
},
rights => {
’* -> ’ => ‘ModifyAsset’,
},
actions => {
-> nuevo’ => { label => “En instalación” },
’* -> soporte_activo_FULL’ => { label => “Con Soporte Activo FULL” },
’* -> soporte_activo_N2’ => { label => “Con Soporte Activo N2” },
’* -> soporte_horas_FULL’ => { label => “Soporte por horas ya autorizadas 24 horas” },
’* -> soporte_horas_BASICO’ => { label => “Soporte por horas ya autorizadas en horario laboral” },
’* -> sin_soporte’ => { label => “Sin Soporte” },
’* -> borrado’ => { label => “Borrado” },
},
},
);

I hope this work for you.
Please tell me if you have any problem.

Regards,
Gustavo

Gustavo Gasparrini | NIXE S.R.L.

IT Systems General Manager

+54(11)4383-7831

----- Mensaje original -----

De: “Aaron McCormack” aaronmccormack@outlook.com
Para: “gustavo gasparrini” gustavo.gasparrini@nixe.com
Enviados: Jueves, 5 de Junio 2014 22:28:21
Asunto: RE: [rt-users] Why are Asset #'s so naked?

Hi Gustavo,

Would you send me the files? I understand it’s without warranty :slight_smile:

I think this would be really useful and am also running RT-Assets 1.0.1 on top of RT 4.2.4, thank you!

Aaron

From: Gustavo Gasparrini < gustavo.gasparrini@nixe.com >
Subject: Re: [rt-users] Why are Asset #'s so naked?
Date: June 5, 2014 at 6:50:20 AM PDT
To: rt-users@lists.bestpractical.com

Hi, Al.

We made some changes to the Create Ticket form, where you can search assets by name or description, filtered by a Status (you have to put which Status to filter in a variable in RT_SiteConfig.pm file) and a Catalog that have to have the same name than the queue.
If you want, I can send it to you, but without any warranty, because we need to normalize the development.
I can send you the files that you have to replace for a specific RT version. They are only 3 files.

Regards,
Gustavo

Gustavo Gasparrini | NIXE S.R.L.
IT Systems General Manager
+54(11)4383-7831

----- Mensaje original -----
De: “Kevin Falcone” < falcone@bestpractical.com >
Para: rt-users@lists.bestpractical.com
Enviados: Jueves, 22 de Mayo 2014 17:29:50
Asunto: Re: [rt-users] Why are Asset #'s so naked?

On Sun, May 18, 2014 at 11:47:43PM -0400, Al Joslin wrote:

Why in the world am I required to know an Asset's Number in order to use/link it ? Why are there no searching options that result in linkage ? Why do I have to find the Asset, write it's number on a sticky note and then go to another screen where I then enter that number ? I would love to get the FindAsset portlet into the Ticket/Create.html -- but there seems to be no option for that in the RT_Config.

I believe most people using it are navigating to the Asset and then
using Action -> Create linked ticket.

I suspect you also want to set AssetQueues
http://bestpractical.com/docs/assets/1.01/Assets_Config.html#AssetQueues

-kevin

RT Training - Boston, September 9-10


RT Training - Boston, September 9-10

Assets_1.1.zip (5.91 KB)

Thanks Gustavo, this worked out great with your steps.

One small change I made to /opt/rt4/share/html/Helpers/Autocomplete/Assets line 118 was replacing ($asset->{Id} == $term) with ($asset->{Id} eq $term) because I saw “isn’t numeric in numeric eq (==)” Perl warnings at console.

AaronFrom: Gustavo Gasparrini gustavo.gasparrini@nixe.com
Subject: [rt-users] Fwd: Why are Asset #'s so naked?
Date: June 9, 2014 at 6:09:53 AM PDT
To: rt-users@lists.bestpractical.com

Sorry, was my mistake.I’m resending the e-mail.
Regards,Gustavo.

Gustavo Gasparrini | NIXE S.R.L.
IT Systems General Manager
+54(11)4383-7831

De: “Gustavo Gasparrini” gustavo.gasparrini@nixe.com
Para: “Aaron McCormack” aaronmccormack@outlook.com
Enviados: Viernes, 6 de Junio 2014 8:08:36
Asunto: Re: [rt-users] Why are Asset #'s so naked?

Hi AAron,
I’m attaching the files.We are using RT 4.2.3.You have to replace the attachment files, places in the following path: (The absolut path depends on your installation)Please backup first the original ones, just in case that you have to roll back the changes. The best thing is to backup all directories and the DataBase ;-)/opt/rt4/share/html/Helpers/Autocomplete/Assets/opt/rt4/local/plugins/RT-Extension-Assets/html/Ticket/Elements/ShowAssets/opt/rt4/share/static/js/autocomplete.jsAlso, you have to add the following lines in the RT_SiteConfig.pm.The first one tells RT, which Asset Status you want to show in the search field.The second one, is an standard and tell RT, which queue have to have the search field in the Ticket Update.Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/));Set(@AssetQueues, (Soporte, Desarrollo, General, Nixe, Ingenieria ));
Finally, you have to delete this objects. (don’t worry about that)(take care of your correct path)
rm -rf /opt/rt4/var/mason_data/obj/andRestart the Apache Server.
Notes:1. You have to create Catalogs with the same name of each queue, because we use this to support customers and want to filter differents assets for each customer (queues).2. The search field doesn’t appear when you create the ticket, because we receive the tickets by email. When you have the ticket created, the search field appear in the ticket form3. With "
" the search field retrieve all the Assets that have the Catalog for that Queue, that have the Status you put in the @AssetsActiveStatus4. If you begin writing letters, the list view show the Asset that match those letters.The next lines are our RT_SiteConf.pm, part that affect Assets, (with some changes), only as a reference, because we change the Standard Status data.
Set(@AssetQueues, (Soporte, Desarrollo, General, Nixe, Ingenieria ));
Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/));
Set(%Lifecycles,
assets => {
type => “asset”,
initial => [ ‘nuevo’ ],
active => [ ‘soporte_activo_FULL’, ‘soporte_activo_N2’, ‘soporte_horas_FULL’, ‘soporte_horas_BASICO’ ],
inactive => [ ‘sin_soporte’, ‘borrado’ ],defaults => {
on_create => ‘nuevo’,
},transitions => {
’’ => [qw(nuevo soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)],
nuevo => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)],
soporte_activo_Full => [qw(soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)],
soporte_activo_N2 => [qw(soporte_activo_FULL soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)],
soporte_horas_FULL => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_BASICO sin_soporte borrado)],
soporte_horas_BASICO => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL sin_soporte borrado)],
sin_soporte => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO borrado)],
borrado => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)],
},
rights => {
’* -> ’ => ‘ModifyAsset’,
},
actions => {
-> nuevo’ => { label => “En instalaci�n” },
’* -> soporte_activo_FULL’ => { label => “Con Soporte Activo FULL” },
’* -> soporte_activo_N2’ => { label => “Con Soporte Activo N2” },
’* -> soporte_horas_FULL’ => { label => “Soporte por horas ya autorizadas 24 horas” },
’* -> soporte_horas_BASICO’ => { label => “Soporte por horas ya autorizadas en horario laboral” },
’* -> sin_soporte’ => { label => “Sin Soporte” },
’* -> borrado’ => { label => “Borrado” },
},
},
);
I hope this work for you.Please tell me if you have any problem.
Regards,Gustavo

Gustavo Gasparrini | NIXE S.R.L.
IT Systems General Manager
+54(11)4383-7831

De: “Aaron McCormack” aaronmccormack@outlook.com
Para: “gustavo gasparrini” gustavo.gasparrini@nixe.com
Enviados: Jueves, 5 de Junio 2014 22:28:21
Asunto: RE: [rt-users] Why are Asset #'s so naked?

Hi Gustavo,

Would you send me the files? I understand it’s without warranty :slight_smile:

I think this would be really useful and am also running RT-Assets 1.0.1 on top of RT 4.2.4, thank you!

Aaron

From: Gustavo Gasparrini gustavo.gasparrini@nixe.com
Subject: Re: [rt-users] Why are Asset #'s so naked?
Date: June 5, 2014 at 6:50:20 AM PDT
To: rt-users@lists.bestpractical.com

Hi, Al.

We made some changes to the Create Ticket form, where you can search assets by name or description, filtered by a Status (you have to put which Status to filter in a variable in RT_SiteConfig.pm file) and a Catalog that have to have the same name than the queue.
If you want, I can send it to you, but without any warranty, because we need to normalize the development.
I can send you the files that you have to replace for a specific RT version. They are only 3 files.

Regards,
Gustavo

Gustavo Gasparrini | NIXE S.R.L.
IT Systems General Manager
+54(11)4383-7831