Worked value not updated

RT Users
1

Hey,

I’m having a problem with the Worked value not updating. The value is
always zero after ticket creating when adding time with a comment or a
resolve. RT and this feature has worked great for me so far until this
issue.

Here’s my system info:

RT 3.0.10
Redhat 9.0
Mysql 3.23.54
Apache 1.3.29
Modperl 1.28

Thanks for the help in advance.

Kevin

2

Kevin Sonney wrote:

Hey,

I’m having a problem with the Worked value not updating. The value is
always zero after ticket creating when adding time with a comment or a
resolve. RT and this feature has worked great for me so far until this
issue.
As I see from source RT itself doesn’t update ticket’s time worked on
transaction create and never expected to do it.

You can use own scrip which do it for you.

CustomScripAction:

my $tt = $self->TransactionObj->TimeTaken;
return 1 unless( $tt );

my $tic = $self->TicketObj;
$tic->SetTimeWorked( $tic->TimeWorked + $tt );
return $tt;

		Best regards. Ruslan.
3

Just to clarify:

Should RT change the worked field on Comment or Resolve? This is the
functionality that used to work and now is not.

Thanks.From: Ruslan U. Zakirov [mailto:cubic@acronis.ru]
Sent: Wednesday, May 05, 2004 10:08 AM
To: Kevin Sonney
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Worked value not updated

Kevin Sonney wrote:

Hey,

I’m having a problem with the Worked value not updating. The value is
always zero after ticket creating when adding time with a comment or a

resolve. RT and this feature has worked great for me so far until
this
issue.
As I see from source RT itself doesn’t update ticket’s time worked on
transaction create and never expected to do it.

You can use own scrip which do it for you.

CustomScripAction:

my $tt = $self->TransactionObj->TimeTaken;
return 1 unless( $tt );

my $tic = $self->TicketObj;
$tic->SetTimeWorked( $tic->TimeWorked + $tt );
return $tt;

		Best regards. Ruslan.

Here’s my system info:

RT 3.0.10
Redhat 9.0
Mysql 3.23.54
Apache 1.3.29
Modperl 1.28

Thanks for the help in advance.

Kevin

–

The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and
Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

4

Kevin Sonney wrote:

Just to clarify:

Should RT change the worked field on Comment or Resolve? This is the
functionality that used to work and now is not.
Sorry, for that I was looking in wrong place RT should update it on any
transaction if it has TimeTaken.

		Best regards. Ruslan.
5

Any ideas on why this is not working?

If you update this field in Jumbo view or by SQL, RT diplays the correct
time. What part of the RT code changes this value, is it a scrip? I’m
semi-familiar with Perl but I’m not sure where to troubleshoot next.

Thanks.From: Ruslan U. Zakirov [mailto:cubic@acronis.ru]
Sent: Wednesday, May 05, 2004 11:05 AM
To: Kevin Sonney
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Worked value not updated

Kevin Sonney wrote:

Just to clarify:

Should RT change the worked field on Comment or Resolve? This is the
functionality that used to work and now is not.
Sorry, for that I was looking in wrong place RT should update it on any
transaction if it has TimeTaken.

		Best regards. Ruslan.

Thanks.

-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic@acronis.ru]
Sent: Wednesday, May 05, 2004 10:08 AM
To: Kevin Sonney
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Worked value not updated

Kevin Sonney wrote:

Hey,

I’m having a problem with the Worked value not updating. The value is

always zero after ticket creating when adding time with a comment or a

resolve. RT and this feature has worked great for me so far until

this

issue.

As I see from source RT itself doesn’t update ticket’s time worked on
transaction create and never expected to do it.

You can use own scrip which do it for you.

CustomScripAction:

my $tt = $self->TransactionObj->TimeTaken;
return 1 unless( $tt );

my $tic = $self->TicketObj;
$tic->SetTimeWorked( $tic->TimeWorked + $tt );
return $tt;

  	Best regards. Ruslan.

Here’s my system info:

RT 3.0.10
Redhat 9.0
Mysql 3.23.54
Apache 1.3.29
Modperl 1.28

Thanks for the help in advance.

Kevin

–

The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and
Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and
Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

6

So if you reply or comment to a ticket, with time worked it is not updated…
If you don’t insert the description, the body of the issue it won’t update, do you insert something?
What do you get in the logs?
Which version of RT?

SAmuel