Ticket Actions Extension for Request Tracker

Table of Contents

1. About
2. License
3. Support
4. Requirements
5. Installation
6. Configuration

About

Provides easy access to frequently used ticket actions:

Also so called "follow-up" actions set the ticket status to stalled and add a relative due date with a fixed time. This means that a ticket should be due in x days. This combination of properties can be used in searches or escalations to bring tickets up to users. In addition holidays of a specific country and specific days of week can be skipped automatically, if enabled.

In addition to that, this extension provides navigation items if you have opened this ticket from a search result listing. You can navigate between search result tickets (first, previous, next, last), open the search result list again or even modify the search query.

License

This project is licensed under the terms of the GNU General Public License Version 2.

This software is Copyright (c) 2018 by NETWAYS GmbH <support@netways.de>.

Support

For bugs and feature requests please head over to our issue tracker. You may also send us an email to support@netways.de for general questions or to get technical support.

Requirements

• RT 4.4.2
• Holidays skipping requires the Perl module Date::Holidays and e.g. Date::Holidays::DE for German holidays.

Installation

Extract this extension to a temporary location.

Git clone:

cd /usr/local/src
git clone https://github.com/NETWAYS/rt-extension-ticketactions

Tarball download (latest release):

cd /usr/local/src
wget https://github.com/NETWAYS/rt-extension-ticketactions/archive/master.zip
unzip master.zip

Navigate into the source directory and install the extension.

perl Makefile.PL
make
make install

Clear your mason cache.

rm -rf /opt/rt4/var/mason_data/obj

Restart your web server.

systemctl restart httpd

systemctl restart apache2

Configuration

$TicketActions_FollowUpDays

List of days for which to provide follow-up actions. e.g. [1, 3, 10] will result in three follow-up actions: For the next day, in three days and in ten days, respectively.

$TicketActions_FollowUpTime

Time of day when follow-up is reached. (e.g. '10:00:00') This should be in 24-hour format.

$TicketActions_HolidaysCountry

Country to skip holidays of. (e.g. 'DE') This should be a ISO 3166-1 alpha-2 country code.

$TicketActions_SkipDaysOfWeek

Days of week to skip (e.g. ['sat', 'sun']) You can choose the following values:

• sun (Sunday)
• mon (Monday)
• tue (Tuesday)
• wed (Wednesday)
• thu (Thursday)
• fri (Friday)
• sat (Saturday)

Example

Plugin('RT::Extension::TicketActions');

Set($TicketActions_FollowUpDays, [1, 3, 10]);
Set($TicketActions_FollowUpTime, '10:00:00');
Set($TicketActions_HolidaysCountry, 'DE');
Set($TicketActions_SkipDaysOfWeek, ['sat', 'sun']);