From jpierce at cambridgeenergyalliance.org Fri Oct 1 04:15:48 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 1 Oct 2010 04:15:48 -0400 Subject: [rt-users] rt2mbox Message-ID: Hi all, Thought I'd share my experiences rt2mbox on 3.8.2, and ask for ideas on how to overcome some warts. It is pretty handy if you ever need to downgrade to a plain email box based system, or want an offline/backup copy to read in Thunderbird. However, it seems it's threading is a little weak (as determined by opening in Thunderbird and importing into GMail), which seems odd since RT has "perfect" knowledge of the threads... However, more problematic is the fact that although it includes the date on the mbox from line, it omits a proper date date header for messages originating on the server e.g; created via the web interface or REST. This probably contributes to the mangled threads, but also really mucks up searching and sorting. Alas, our system is down for the count so we may be stuck with the mangled dates. Cheers! From ian.atkinson at leeds-art.ac.uk Fri Oct 1 04:42:16 2010 From: ian.atkinson at leeds-art.ac.uk (Ian Atkinson) Date: Fri, 1 Oct 2010 09:42:16 +0100 Subject: [rt-users] custom field help In-Reply-To: <20100930212928.GF4363@jibsheet.com> References: <0E52A827-9BEB-4B2F-ADC4-31EA286C26DE@leeds-art.ac.uk> <20100930212928.GF4363@jibsheet.com> Message-ID: > I've seen this happen when your Custom Field value has trailing > whitespace. Parts of RT strip that and other parts don't (there is > already a fix to always strip in trunk). I suggest you check your > values carefully. > > -kevin Kevin you're a star, that was exactly the problem! It's sorted now thank you! :) Ian From dustin.berube at gmail.com Fri Oct 1 07:18:06 2010 From: dustin.berube at gmail.com (Dustin Berube) Date: Fri, 1 Oct 2010 07:18:06 -0400 Subject: [rt-users] Queue specific templates In-Reply-To: References: Message-ID: Thanks Kenn I implemented these changes yesterday and it worked great. On Sep 29, 2010 5:00 PM, "Dustin Berube" wrote: > Dustin, > > Just name the template the same name as the Global template and RT will use the Queue-... Thanks for the info Kenn. I will give this a try tomorrow morning. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark.jenks at iodincorporated.com Fri Oct 1 09:19:54 2010 From: mark.jenks at iodincorporated.com (Mark Jenks) Date: Fri, 1 Oct 2010 08:19:54 -0500 Subject: [rt-users] Asset Comments. Message-ID: I am running 3.8.8 and AT 1.2.4b1. What are the comments for? I add comments and nothing shows up anywhere? Even in history. -Mark ---------------------------------------------------------------- Mark Jenks Network Administrator iod incorporated mark.jenks at iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Fri Oct 1 11:19:53 2010 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 01 Oct 2010 11:19:53 -0400 Subject: [rt-users] SMTP for email In-Reply-To: References: <20100930054244.GE20513@easter-eggs.com> Message-ID: <4CA5FC19.9020103@billmail.scconsult.com> sebsua at gmail.com wrote, On 9/30/10 2:24 PM: > On Thu, Sep 30, 2010 at 2:42 AM, Emmanuel Lacour > wrote: >> On Tue, Sep 28, 2010 at 03:25:11PM -0300, sebsua at gmail.com wrote: >>> Hi Folks, >>> >>> Is there any way we could use our external qmail server to handle RT >>> outgoing emails, instead of the default internal sendmailpipe? >>> If so, setup details will be appreciated. >>> >> >> From RT_Config.pm >> >> C<$MailCommand> defines which method RT will use to try to send mail. >> We know that 'sendmailpipe' works fairly well. If 'sendmailpipe' >> doesn't work well for you, try 'sendmail'. Other options are 'smtp' >> or 'qmail'. > > I saw that line, but were to but the SMTP IP, account details, etc.-? > Remember we are on 3.6.10 > >> so you can use smtp. THought, it can be less reliable if your smtp >> server went unavailable. Also, as you propably set up your RT on an Unix >> box, this is very recommended to have a small smtp sendmail compatible >> on it to handle system emails. So why not use it for you're outgoing >> emails and set your qmail as a relayhost for this smtp? > > We prefer to have smtp centralized. You may want to think about this more carefully. Sendmail and drop-in replacements for it like Postfix are not solely or even primarily SMTP servers, they provide a multi-function email subsystem. That spares applications (such as RT) from a need to implement a robust mail handling subsystem of their own, and means that if you have the local mail submission and outbound routing parts of Sendmail (or its replacement) configured correctly, all of your applications can send mail in a consistent and robust way without having to implement their own SMTP client or queue/retry infrastructure. Sendmail (or any proper replacement for it) can easily be configured to only accept mail via local submission paths (i.e. the sendmail binary and/or network daemons listening only on the loopback address) and to route all mail through a centralized 'hub' system. The alternative of having each application on each system configured to talk SMTP directly to the central hub means you have to maintain SMTP configurations for each application and your central hub needs to accommodate the limitations and idiosyncrasies of each application's SMTP client implementation. By having applications submit mail to the local mail service (i.e. port 25 or 587 on localhost or a sendmail executable) you isolate the applications' mail weaknesses to the host where they each run and get a single well-behaved and robust SMTP client implementation talking to your SMTP hub. With security tools available on some systems you can even enforce restrictions to block anything other than the shared mail subsystem (i.e. sendmail) from making outbound SMTP connections. From sebsua at gmail.com Fri Oct 1 12:46:37 2010 From: sebsua at gmail.com (sebsua at gmail.com) Date: Fri, 1 Oct 2010 13:46:37 -0300 Subject: [rt-users] Help with some bounce emails Message-ID: Hello List, We are experiencing some bounced email using the default sendmailpipe on the RT box. This is an example of a bounce: Remote host said: 550-Verification failed for 550-Called: XXX.XXX.XXX.XXX 550-Sent: RCPT TO: Any help? Thanks Seb.- From kfcrocker at lbl.gov Fri Oct 1 14:27:14 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 1 Oct 2010 11:27:14 -0700 Subject: [rt-users] Question on "ModifyCustomField" Rights Message-ID: To list, Back in 3.6 X days, I believe that the only way to "See" or "Modify" a Custom Field was by granting that right to a group while in the Config->CustomField screen. I could be wrong, but at any rate, I remember granting rights to a lot of CF's that way. I now have 3.8.7and I see these rights while in Config->Queues->Group Rights. What's the difference? Does one take priority over the other? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From proosakos at yahoo.com Fri Oct 1 14:58:51 2010 From: proosakos at yahoo.com (Peter Roosakos) Date: Fri, 1 Oct 2010 11:58:51 -0700 Subject: [rt-users] Using qx in scrip to run a shell script? Message-ID: <006501cb619a$b0a544b0$11efce10$@com> I was curious if it is possible to use the perl 'qx' or similar command inside of a custom action scrip to run a system level shell script. My goal is to automate the process of restarting a system service or daemon. I tried putting a couple of qx commands in the scrip. No errors, but no restart either. Peter -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Oct 1 15:07:35 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 1 Oct 2010 15:07:35 -0400 Subject: [rt-users] Using qx in scrip to run a shell script? In-Reply-To: <006501cb619a$b0a544b0$11efce10$@com> References: <006501cb619a$b0a544b0$11efce10$@com> Message-ID: On Fri, Oct 1, 2010 at 14:58, Peter Roosakos wrote: > I was curious if it is possible to use the perl ?qx? or similar command > inside of a custom action scrip to run a system level shell script.? My goal > is to automate the process of restarting a system service or daemon.? I > tried putting a couple of qx commands in the scrip. No errors, but no > restart either. Unless it's poorly configured, your webserver should not be root and therefore iughtn't not have the rights to do this. Although more complex, if I were keen on such functionality, I'd have the script send a magic cookie to an alias connected to a script that does your dirty deed. Security of said script is left as a a blanket for the user to throw right out the door, but rejecting messages not originating on localhost would be a start. Otherwise have you considered *shudder* SNMP? -- Cambridge Energy Alliance: Save money. Save the planet. From jnarins at seniorbridge.com Fri Oct 1 16:06:52 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 1 Oct 2010 16:06:52 -0400 Subject: [rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8? Message-ID: I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1] For performance reasons, he drops the indices before the insert, then recreates them after. All perfectly logical, but his scripts were based on 3.8.4 I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so that the index recreation works as expected. Thanks in advance: CREATE INDEX Attachments1 ON Attachments (Parent) ; CREATE INDEX Attachments2 ON Attachments (TransactionId) ; CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId) ; CREATE INDEX Links4 ON Links(Type,LocalBase); CREATE INDEX Principals2 ON Principals (ObjectId); CREATE INDEX Groups2 On Groups (lower(Type), lower(Domain), Instance); CREATE INDEX Transactions1 ON Transactions (ObjectType, ObjectId); CREATE INDEX ACL1 on ACL(ObjectId, ObjectType); CREATE INDEX ACL2 ON ACL(PrincipalId, PrincipalType); CREATE INDEX ACL3 ON ACL(RightName); CREATE INDEX CachedGroupMembers2 on CachedGroupMembers (MemberId); CREATE INDEX CachedGroupMembers3 on CachedGroupMembers (GroupId); CREATE INDEX DisGrouMem on CachedGroupMembers (GroupId,MemberId,Disabled); CREATE INDEX Users3 ON Users (lower(EmailAddress)); CREATE INDEX Users4 ON Users (EmailAddress); CREATE INDEX Tickets1 ON Tickets (Queue, Status) ; CREATE INDEX Tickets2 ON Tickets (Owner) ; CREATE INDEX Tickets3 ON Tickets (EffectiveId) ; CREATE INDEX Tickets4 ON Tickets (id, Status) ; CREATE INDEX Tickets5 ON Tickets (id, EffectiveId) ; CREATE INDEX ObjectCustomFieldValues1 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId,Content); CREATE INDEX ObjectCustomFieldValues2 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId); CREATE INDEX CustomFieldValues1 ON CustomFieldValues (CustomField); CREATE INDEX Attributes1 on Attributes(Name); CREATE INDEX Attributes2 on Attributes(ObjectType, ObjectId); [1] - http://bonsai.xs4all.nl/cgi-bin/gitweb.cgi?p=rt-migration.git Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From proosakos at yahoo.com Fri Oct 1 16:38:43 2010 From: proosakos at yahoo.com (Peter Roosakos) Date: Fri, 1 Oct 2010 13:38:43 -0700 Subject: [rt-users] Using qx in scrip to run a shell script? In-Reply-To: References: <006501cb619a$b0a544b0$11efce10$@com> Message-ID: <007001cb61a8$a46a9700$ed3fc500$@com> Yeah, probably a bad idea to be using RT scrips to do this from a security standpoint, but when it didn't work it peaked my curiosity. I'll play with rights to see if this is indeed the only reason it didn't work... Thanks for the reply! Peter -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Friday, October 01, 2010 12:08 PM To: Peter Roosakos Cc: rt-users Subject: Re: [rt-users] Using qx in scrip to run a shell script? On Fri, Oct 1, 2010 at 14:58, Peter Roosakos wrote: > I was curious if it is possible to use the perl ?qx? or similar command > inside of a custom action scrip to run a system level shell script.? My goal > is to automate the process of restarting a system service or daemon.? I > tried putting a couple of qx commands in the scrip. No errors, but no > restart either. Unless it's poorly configured, your webserver should not be root and therefore iughtn't not have the rights to do this. Although more complex, if I were keen on such functionality, I'd have the script send a magic cookie to an alias connected to a script that does your dirty deed. Security of said script is left as a a blanket for the user to throw right out the door, but rejecting messages not originating on localhost would be a start. Otherwise have you considered *shudder* SNMP? -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Fri Oct 1 18:06:23 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 1 Oct 2010 15:06:23 -0700 Subject: [rt-users] Truncate display of Custom Field in Query Message-ID: To list, I want to run a Query in RT and I want to truncate the value in one of the Custom Fields I'm displaying and don't know how to do that. Does anyone have a way to do that? Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From startrekcafe at gmail.com Fri Oct 1 20:57:50 2010 From: startrekcafe at gmail.com (Marvin Hunkin) Date: Sat, 2 Oct 2010 10:57:50 +1000 Subject: [rt-users] setting up rt for a screen reader user using jaws for windows Message-ID: <05E23261FE8B4D61860B3C8EFC1E74FF@marvinPC> ?hi. if any blind geek gurus on this list. able to help me set up this help desk software. or if not possible. for windows vista. let me know. or maybe any other recommendations for simple, easy to use and accessible help desk software for an assignment. tried a number of different types of help desk. and not very accessible. any help desk or technions on this list. Thank you. marvin. ps: here's the address for the remote tracker software. http://www.bestpractical.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From payam at rasana.net Sat Oct 2 09:15:48 2010 From: payam at rasana.net (Payam Poursaied) Date: Sat, 2 Oct 2010 16:45:48 +0330 Subject: [rt-users] CommentAddress()/CorrespondAddress method and user rights Message-ID: <046801cb6233$f1a72bb0$d4f58310$@net> Hi all I have created the following callback in order to add a hyper links which will be used in conjunction of a mail clients. In other word, my users could easily click on some links and their mail client would be open with appropriate "To:" and "Subject:" fields. The problem is, when some users (with very limited Rights, i.e. ShowTicket, Comment) browse the Display page of a ticket, Ticket->QueueObj->CorrespondAddress() and $Ticket->QueueObj->CommentAddress() are empty. (although Ticket->QueueObj->SubjectTag() returns value) I could not find anything related to User Rights about above mentioned methods. Could anyone help? local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowBasics/EndOfList: <&|/l&>Action:

win7: R eply | Comm ent (Don't use IE)
other: Reply | Comment (Don't use IE)

<%ARGS> $Ticket => undef <%INIT> From dominic.hargreaves at oucs.ox.ac.uk Sun Oct 3 07:28:41 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Sun, 3 Oct 2010 12:28:41 +0100 Subject: [rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8? In-Reply-To: References: Message-ID: <20101003112840.GA30578@sysdev.oucs.ox.ac.uk> On Fri, Oct 01, 2010 at 04:06:52PM -0400, Josh Narins wrote: > I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1] > > For performance reasons, he drops the indices before the insert, then recreates them after. All perfectly logical, but his scripts were based on 3.8.4 > > I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so that the index recreation works as expected. No index changes have taken place since 3.8.4. See etc/upgrade/3.8.* for confirmation. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From dominic.hargreaves at oucs.ox.ac.uk Sun Oct 3 07:34:28 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Sun, 3 Oct 2010 12:34:28 +0100 Subject: [rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8? In-Reply-To: <20101003112840.GA30578@sysdev.oucs.ox.ac.uk> References: <20101003112840.GA30578@sysdev.oucs.ox.ac.uk> Message-ID: <20101003113428.GB30578@sysdev.oucs.ox.ac.uk> On Sun, Oct 03, 2010 at 12:28:41PM +0100, Dominic Hargreaves wrote: > On Fri, Oct 01, 2010 at 04:06:52PM -0400, Josh Narins wrote: > > I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1] > > > > For performance reasons, he drops the indices before the insert, then recreates them after. All perfectly logical, but his scripts were based on 3.8.4 > > > > I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so that the index recreation works as expected. > > No index changes have taken place since 3.8.4. > See etc/upgrade/3.8.* for confirmation. Actually, UPGRADING has something to say about index upgrades on MySQL and Oracle, you might like to check that out. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From slicer at onthenet.com.au Sun Oct 3 21:56:04 2010 From: slicer at onthenet.com.au (Leigh Havas) Date: Mon, 04 Oct 2010 11:56:04 +1000 Subject: [rt-users] Help with some bounce emails In-Reply-To: References: Message-ID: <4CA93434.9040208@onthenet.com.au> On 2/10/10 2:46 AM, sebsua at gmail.com wrote: > Hello List, > > We are experiencing some bounced email using the default sendmailpipe > on the RT box. > > This is an example of a bounce: > > Remote host said: 550-Verification failed for > 550-Called: XXX.XXX.XXX.XXX > 550-Sent: RCPT TO: > > Any help? > Thanks > Seb.- > > RT Training in Washington DC, USA on Oct 25& 26 2010 > Last one this year -- Learn how to get the most out of RT! > I had the same problem. Try using this in your RT_SiteConfig.pm: #Make outbound email go via queue email address Set($SetOutgoingMailFrom, 1); From jesse at bestpractical.com Sun Oct 3 23:25:11 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 3 Oct 2010 23:25:11 -0400 Subject: [rt-users] Slow Ticket History In-Reply-To: <5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk> References: <5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk> Message-ID: <20101004032511.GZ11420@puppy> On Tue 7.Sep'10 at 12:24:35 +0100, Tim Cutts wrote: > > From what I can tell, the real problem here is repeated scanning of both the @attachments and @attachment_content arrays, which makes the execution speed of the ShowHistory element O(N^2) with respect to the number of transactions; painful, to say the least. > That still shouldn't have been _slow_, but you're 100% right that it was inefficient. I've taken a slightly cleaned up version of the patch into 3.9 - along with a bunch of other ticket history perf work I've been doing over the past few weeks, I think you'll find it to be a pleasant change. Thank you! -jesse From bezruk at gmail.com Mon Oct 4 05:57:51 2010 From: bezruk at gmail.com (Konstantin N. Bezruchenko) Date: Mon, 4 Oct 2010 12:57:51 +0300 Subject: [rt-users] Requestor Email instead of RealName Message-ID: Hi all, This weekends I've made an upgrade from 3.8.2 to 3.8.8 Before update, all requestors has been shown as Email, now in some tickets I see RealName. How I can set only Email to be shown for Requestor in the 'Display', 'People' and other menus? Thanks From bezruk at gmail.com Mon Oct 4 07:09:22 2010 From: bezruk at gmail.com (Konstantin N. Bezruchenko) Date: Mon, 4 Oct 2010 14:09:22 +0300 Subject: [rt-users] Owner - Username instead of RealName Message-ID: Hi all, There was about the same question in list some time ago. Solution offered there, was for 3.8.6, and as I see there was a lot of changes and this solution is not working for 3.8.8 I just would like to use Username instead RealName for the Owner. How I can do that? Thanks! From jnarins at seniorbridge.com Mon Oct 4 08:03:45 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 4 Oct 2010 08:03:45 -0400 Subject: [rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8? In-Reply-To: <20101003113428.GB30578@sysdev.oucs.ox.ac.uk> References: <20101003112840.GA30578@sysdev.oucs.ox.ac.uk> <20101003113428.GB30578@sysdev.oucs.ox.ac.uk> Message-ID: > From: Dominic Hargreaves [mailto:dominic.hargreaves at oucs.ox.ac.uk] > Sent: Sunday, October 03, 2010 7:34 AM > To: Josh Narins > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Have their been changes in any Indexes between > 3.8.4 and 3.8.8? > > On Sun, Oct 03, 2010 at 12:28:41PM +0100, Dominic Hargreaves wrote: > > On Fri, Oct 01, 2010 at 04:06:52PM -0400, Josh Narins wrote: > > > I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's > > > scripts.[1] > > > > > > For performance reasons, he drops the indices before the insert, > > > then recreates them after. All perfectly logical, but his scripts > > > were based on 3.8.4 > > > > > > I wanted to make sure that no indices had changed between 3.8.4 and > 3.8.8 so that the index recreation works as expected. > > > > No index changes have taken place since 3.8.4. > > See etc/upgrade/3.8.* for confirmation. > > Actually, UPGRADING has something to say about index upgrades on MySQL > and Oracle, you might like to check that out. Thank you very much. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From bferrell at baywinds.org Mon Oct 4 08:38:38 2010 From: bferrell at baywinds.org (Bruce Ferrell) Date: Mon, 04 Oct 2010 05:38:38 -0700 Subject: [rt-users] is AdminCC supposed to copy on ticket Creation Message-ID: <4CA9CACE.9060104@baywinds.org> Hi, I have version 3.6.3 and I'm trying to get notified when new tickets hit a queue but it doesn't seem to be working. I have set my user as both watcher and admincc. And while I'm at it, should I update from 3.6.3 to current? Bruce Ferrell From testwreq at gmail.com Mon Oct 4 11:45:24 2010 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 4 Oct 2010 11:45:24 -0400 Subject: [rt-users] RT 3.8.2 mandatory subject Message-ID: Dear RT Users, We want to ensure that a ticket will always have a Subject. Can you please provide ideas to implemented this for RT 3.8.2? Thank you in advance. vm -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Oct 4 13:16:05 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Oct 2010 13:16:05 -0400 Subject: [rt-users] CommentAddress()/CorrespondAddress method and user rights In-Reply-To: <046801cb6233$f1a72bb0$d4f58310$@net> References: <046801cb6233$f1a72bb0$d4f58310$@net> Message-ID: <20101004171605.GG4363@jibsheet.com> On Sat, Oct 02, 2010 at 04:45:48PM +0330, Payam Poursaied wrote: > Hi all > I have created the following callback in order to add a hyper links which > will be used in conjunction of a mail clients. In other word, my users could > easily click on some links and their mail client would be open with > appropriate "To:" and "Subject:" fields. > > The problem is, when some users (with very limited Rights, i.e. ShowTicket, > Comment) browse the Display page of a ticket, > Ticket->QueueObj->CorrespondAddress() and > $Ticket->QueueObj->CommentAddress() are empty. (although > Ticket->QueueObj->SubjectTag() returns value) > > I could not find anything related to User Rights about above mentioned > methods. Could anyone help? Do these users have SeeQueue? -kevin > local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowBasics/EndOfList: > > > <&|/l&>Action: > >

win7: > R > eply > | > Comm > ent (Don't use IE) >
> other: > Reply > | > Comment (Don't > use IE) >

> > > > <%ARGS> > $Ticket => undef > > <%INIT> > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From MJames at stonebridgebank.com Mon Oct 4 13:19:12 2010 From: MJames at stonebridgebank.com (Michael James) Date: Mon, 04 Oct 2010 13:19:12 -0400 Subject: [rt-users] Database error Message-ID: <4CA9D4500200009D0000ABE4@mailfilter.stonebridgebank.com> Hi, running rt 3.8.8 with our database which was upgraded from 3.6.4. On some tickets - I've identified 4 or 5 out of ~7800 - I get the following error. The ticket headers are displayed but the history is not. Can't call method "Id" on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. Any thoughts? Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From kfcrocker at lbl.gov Mon Oct 4 13:23:21 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 4 Oct 2010 10:23:21 -0700 Subject: [rt-users] is AdminCC supposed to copy on ticket Creation In-Reply-To: <4CA9CACE.9060104@baywinds.org> References: <4CA9CACE.9060104@baywinds.org> Message-ID: Bruce, You control who gets notifications by making sure there is either a Global or Queue scrip for the condition you want and the action is (in this case) Notify AdminCc's. Obviously, if you want AdminCc's, Cc's and Requestors to get this notification, the action should be "Notify All" and you will only need that one scrip. You should be careful to ensure that the condition/action of a Global scrip isn't duplicated at the Queue level or the recipients will get two notifications. Yes, you should upgrade as RT 3.8.X is WAY more robust than 3.6.x. Kenn LBNL On Mon, Oct 4, 2010 at 5:38 AM, Bruce Ferrell wrote: > Hi, > > I have version 3.6.3 and I'm trying to get notified when new tickets hit > a queue but it doesn't seem to be working. > I have set my user as both watcher and admincc. > > And while I'm at it, should I update from 3.6.3 to current? > > Bruce Ferrell > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Mon Oct 4 14:05:57 2010 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Mon, 4 Oct 2010 14:05:57 -0400 Subject: [rt-users] Increase the width of drop down Message-ID: <8B590F2F6F36C0489A41B816231BF1BE05855986@INFMAIL.na.choicepoint.net> I am trying to increase the width of the drop down of the 'Queue List' drop down on the home page. Any help is greatly appreciated. Thanks ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Oct 4 15:29:56 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Oct 2010 15:29:56 -0400 Subject: [rt-users] Database error In-Reply-To: <4CA9D4500200009D0000ABE4@mailfilter.stonebridgebank.com> References: <4CA9D4500200009D0000ABE4@mailfilter.stonebridgebank.com> Message-ID: <20101004192956.GH4363@jibsheet.com> On Mon, Oct 04, 2010 at 01:19:12PM -0400, Michael James wrote: > Hi, running rt 3.8.8 with our database which was upgraded from > 3.6.4. On some tickets - I've identified 4 or 5 out of ~7800 - I get > the following error. The ticket headers are displayed but the > history is not. > > Can't call method "Id" on an undefined value at > /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. This implies you changed your $Organization between 3.6.4 and 3.8.8 and the RTFM links to tickets broke. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sebsua at gmail.com Mon Oct 4 16:40:32 2010 From: sebsua at gmail.com (sebsua at gmail.com) Date: Mon, 4 Oct 2010 17:40:32 -0300 Subject: [rt-users] Help with some bounce emails In-Reply-To: <4CA93434.9040208@onthenet.com.au> References: <4CA93434.9040208@onthenet.com.au> Message-ID: On Sun, Oct 3, 2010 at 10:56 PM, Leigh Havas wrote: > I had the same problem. > Try using this in your RT_SiteConfig.pm: > > #Make outbound email go via queue email address > Set($SetOutgoingMailFrom, 1); I dont see that code in RT_SiteConfig at RT 3.6.10. You mean i need to add it? From MJames at stonebridgebank.com Mon Oct 4 16:48:33 2010 From: MJames at stonebridgebank.com (Michael James) Date: Mon, 04 Oct 2010 16:48:33 -0400 Subject: [rt-users] Database error In-Reply-To: <20101004192956.GH4363@jibsheet.com> References: <4CA9D4500200009D0000ABE4@mailfilter.stonebridgebank.com> <20101004192956.GH4363@jibsheet.com> Message-ID: <4CAA05610200009D0000ABF7@mailfilter.stonebridgebank.com> Yes, very early on we did change the $Organization. I think it was prior to 3.6.4. I'm pretty sure the links still worked when we moved to 3.6.4, but they definitely don't work in 3.8.8. Is there a fix? Mike >>> Kevin Falcone 10/4/2010 3:29 PM >>> On Mon, Oct 04, 2010 at 01:19:12PM -0400, Michael James wrote: > Hi, running rt 3.8.8 with our database which was upgraded from > 3.6.4. On some tickets - I've identified 4 or 5 out of ~7800 - I get > the following error. The ticket headers are displayed but the > history is not. > > Can't call method "Id" on an undefined value at > /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. This implies you changed your $Organization between 3.6.4 and 3.8.8 and the RTFM links to tickets broke. -kevin The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From jeffrey_lee at harvard.edu Mon Oct 4 16:52:33 2010 From: jeffrey_lee at harvard.edu (Lee, Jeffrey) Date: Mon, 4 Oct 2010 16:52:33 -0400 Subject: [rt-users] MySql to Oracle migration Message-ID: <1792577DCB731446AA4D874F1342736E2DBC2FCD@FASXCH02.fasmail.priv> I'm looking to migrate our RT v3.8.8 from MySql to Oracle. Has anyone done this before and if so any recommended steps? Any direction would be helpful! Thanks, Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Oct 4 17:19:54 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Oct 2010 17:19:54 -0400 Subject: [rt-users] Help with some bounce emails In-Reply-To: References: <4CA93434.9040208@onthenet.com.au> Message-ID: <20101004211954.GI4363@jibsheet.com> On Mon, Oct 04, 2010 at 05:40:32PM -0300, sebsua at gmail.com wrote: > On Sun, Oct 3, 2010 at 10:56 PM, Leigh Havas wrote: > > I had the same problem. > > Try using this in your RT_SiteConfig.pm: > > > > #Make outbound email go via queue email address > > Set($SetOutgoingMailFrom, 1); > > I dont see that code in RT_SiteConfig at RT 3.6.10. You mean i need to add it? That option did not exist until recent 3.8 releases -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Oct 4 17:21:23 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Oct 2010 17:21:23 -0400 Subject: [rt-users] Database error In-Reply-To: <4CAA05610200009D0000ABF7@mailfilter.stonebridgebank.com> References: <4CA9D4500200009D0000ABE4@mailfilter.stonebridgebank.com> <20101004192956.GH4363@jibsheet.com> <4CAA05610200009D0000ABF7@mailfilter.stonebridgebank.com> Message-ID: <20101004212123.GJ4363@jibsheet.com> On Mon, Oct 04, 2010 at 04:48:33PM -0400, Michael James wrote: > Yes, very early on we did change the $Organization. I think it was > prior to 3.6.4. I'm pretty sure the links still worked when we moved > to 3.6.4, but they definitely don't work in 3.8.8. Is there a fix? There are directions on the wiki about fixing it if you change your Organization. You can't tell whether or not this is the issue without actually examining the links involved. -kevin > >>> Kevin Falcone 10/4/2010 3:29 PM >>> > On Mon, Oct 04, 2010 at 01:19:12PM -0400, Michael James wrote: > > Hi, running rt 3.8.8 with our database which was upgraded from > > 3.6.4. On some tickets - I've identified 4 or 5 out of ~7800 - I get > > the following error. The ticket headers are displayed but the > > history is not. > > > > Can't call method "Id" on an undefined value at > > /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. > > This implies you changed your $Organization between 3.6.4 and 3.8.8 > and the RTFM links to tickets broke. > > -kevin > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Mon Oct 4 17:34:34 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 4 Oct 2010 14:34:34 -0700 Subject: [rt-users] Add a new "Action" to list Message-ID: To list, I want to add "Autoreply to Owner" as an option on the "Action" list when creating a scrip. I'm not clear on exactly what I need to do. Is there a relatively simple way to do this? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Mon Oct 4 18:38:53 2010 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 04 Oct 2010 15:38:53 -0700 Subject: [rt-users] Add a new "Action" to list In-Reply-To: References: Message-ID: <4CAA577D.1080401@mail.sdsu.edu> Hi Kenn, On 10/4/2010 2:34 PM, Kenneth Crocker wrote: > To list, > > I want to add "Autoreply to Owner" as an option on the "Action" list > when creating a scrip. I'm not clear on exactly what I need to do. > > Is there a relatively simple way to do this? > > Thanks in advance. > > Kenn > LBNL I think there is a relatively simple way to do this. I added an Action I called "Notify Everyone" that notifies Everyone. I did it a long time ago on v3.6.3 and I think it was just a matter of adding a record to the ScripActions table of the rt3 database. In my case, I created a new record, gave it a name "Notify Everyone" and a description "Send mail to all watchers plus transaction CCs and BCCs" then set the ExecModule field to "Notify" and the Arguments field to "All,OtherRecipients". In your case, I think you can add a new record with "Autoreply" as the ExecModule and "Owner" as the Argument. You might want to do a slow count to 100 before trying this to see if anyone else tells you not to do it. Regards, Gene From kfcrocker at lbl.gov Mon Oct 4 19:19:50 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 4 Oct 2010 16:19:50 -0700 Subject: [rt-users] Add a new "Action" to list In-Reply-To: <4CAA577D.1080401@mail.sdsu.edu> References: <4CAA577D.1080401@mail.sdsu.edu> Message-ID: Gene, Thanks for the reply. I like your answer, but I think I need a little more due to the system not sending emails to the actor unless it is "autoreply". In my situation, I'm sending the owner an email when he resolved a ticket, but we want a certain field (CF or otherwise) to have a value. My scrip will change the ticket status to "stalled" and I will send the owner an email telling them to enter the correct data or the ticket will NOT resolve. It's a way of making a field "Mandatory" on a Queue-by-Queue basis and notify the owner via email what he did wrong. Because of out RT default to not notify the actor (which we want), this will allow me to do it. I was looking at the file /opt/rt3/lib/RT/Action/AutoReply and I was thinking of copying that file and renaming it to AutoOwner and modify the code to push the email to the Owners EmailAddress. Of course, I'd have to maybe list that as an option like you mentioned. I also came up with a more "Gene-like" answer ;-). Just create a template with the ticket owner (email address) as a "To:" override and specifiy "Notify Other's" as the action in the script. That would work, but I don't think it is as clean as having a "AutoOwner" as an option. Well, I'll wait awhile and see what comes up. Thanks again. Kenn On Mon, Oct 4, 2010 at 3:38 PM, Gene LeDuc wrote: > Hi Kenn, > > > On 10/4/2010 2:34 PM, Kenneth Crocker wrote: > >> To list, >> >> I want to add "Autoreply to Owner" as an option on the "Action" list >> when creating a scrip. I'm not clear on exactly what I need to do. >> >> Is there a relatively simple way to do this? >> >> Thanks in advance. >> >> Kenn >> LBNL >> > > I think there is a relatively simple way to do this. I added an Action I > called "Notify Everyone" that notifies Everyone. I did it a long time ago > on v3.6.3 and I think it was just a matter of adding a record to the > ScripActions table of the rt3 database. > > In my case, I created a new record, gave it a name "Notify Everyone" and a > description "Send mail to all watchers plus transaction CCs and BCCs" then > set the ExecModule field to "Notify" and the Arguments field to > "All,OtherRecipients". > > In your case, I think you can add a new record with "Autoreply" as the > ExecModule and "Owner" as the Argument. > > You might want to do a slow count to 100 before trying this to see if > anyone else tells you not to do it. > > Regards, > Gene > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bferrell at baywinds.org Tue Oct 5 01:48:04 2010 From: bferrell at baywinds.org (Bruce Ferrell) Date: Mon, 04 Oct 2010 22:48:04 -0700 Subject: [rt-users] RT 3.8.8 segfaults apache 2 on OpenSUSE 11.x Message-ID: <4CAABC14.9020901@baywinds.org> This is too weird. At first I thought it was a bad upgrade from 3.6.3 but I installed again on a blank system and Apache didn't seem to start so I tried httpd2-prefork -X to see what Apache was doing. nothing is dropped in the error log and Apache just terminates with a segfault. Anyone have any suggestions? Bruce Ferrell From odhiambo at gmail.com Tue Oct 5 02:03:47 2010 From: odhiambo at gmail.com (Odhiambo Washington) Date: Tue, 5 Oct 2010 09:03:47 +0300 Subject: [rt-users] RT 3.8.8 segfaults apache 2 on OpenSUSE 11.x In-Reply-To: <4CAABC14.9020901@baywinds.org> References: <4CAABC14.9020901@baywinds.org> Message-ID: On Tue, Oct 5, 2010 at 8:48 AM, Bruce Ferrell wrote: > This is too weird. > > At first I thought it was a bad upgrade from 3.6.3 but I installed again on > a blank system and Apache didn't seem to start so I tried httpd2-prefork -X > to see what Apache was doing. nothing is dropped in the error log and > Apache just terminates with a segfault. Anyone have any suggestions? > > You mean that incorporating RT configuration into Apache causes Apache to segfault?? Does Apache start normally without RT configurations added? Catch the segfault and see what is causing it? gdb `which httpd` httpd.core bt full -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Tue Oct 5 08:15:31 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 5 Oct 2010 08:15:31 -0400 Subject: [rt-users] RT 3.8.8 segfaults apache 2 on OpenSUSE 11.x In-Reply-To: <4CAABC14.9020901@baywinds.org> References: <4CAABC14.9020901@baywinds.org> Message-ID: > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Bruce Ferrell > Sent: Tuesday, October 05, 2010 1:48 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT 3.8.8 segfaults apache 2 on OpenSUSE 11.x > > This is too weird. > > At first I thought it was a bad upgrade from 3.6.3 but I installed > again > on a blank system and Apache didn't seem to start so I tried > httpd2-prefork -X to see what Apache was doing. nothing is dropped in > the error log and Apache just terminates with a segfault. Anyone have > any suggestions? Another way to go, rather than gdb, is strace. > strace httpd -X will show you all the system calls httpd is making and may reveal where it segfaults. From hiro24 at gmail.com Tue Oct 5 08:42:22 2010 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 5 Oct 2010 08:42:22 -0400 Subject: [rt-users] Customizing the left side main menu Message-ID: Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear based off of permissions. Ex: if you're in the Helpdesk group, display these additional links that will open up to maybe a custom dashboard based on the link I click. I already figured out how to make the custom dashboard entries.. just trying to figure out how to implement the custom menu based on user or group part.. any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From shannon_adams68 at yahoo.com Tue Oct 5 09:32:47 2010 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Tue, 5 Oct 2010 06:32:47 -0700 (PDT) Subject: [rt-users] Including "stalled" tickets in "10 highest tickets I own" and "Tools/My Day" sections Message-ID: <307921.36152.qm@web110802.mail.gq1.yahoo.com> Running 3.8.6 By default for all users, I need to include tickets with a status of "stalled" (as well as "open" and "new") so they show up under "10 highest priority tickets I own" and "Tools/My Day" sections. Will someone let me know what files to create/modify to make this possible? Thanks. From shannon_adams68 at yahoo.com Tue Oct 5 09:35:27 2010 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Tue, 5 Oct 2010 06:35:27 -0700 (PDT) Subject: [rt-users] Disable users from changing status of tickets if not owned by them Message-ID: <773520.39316.qm@web110802.mail.gq1.yahoo.com> Running 3.8.6 I want my users to be able to assign tickets to themselves (or "take" tickets). However, I do not want to allow users to change the status of a ticket unless it is assigned to them. Is there a way/scrip to do this? Thanks. From falcone at bestpractical.com Tue Oct 5 10:34:57 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Oct 2010 10:34:57 -0400 Subject: [rt-users] Disable users from changing status of tickets if not owned by them In-Reply-To: <773520.39316.qm@web110802.mail.gq1.yahoo.com> References: <773520.39316.qm@web110802.mail.gq1.yahoo.com> Message-ID: <20101005143457.GK4363@jibsheet.com> On Tue, Oct 05, 2010 at 06:35:27AM -0700, Shannon Adams wrote: > > I want my users to be able to assign tickets to themselves (or "take" tickets). > However, I do not want to allow users to change the status of a ticket unless it > is assigned to them. Is there a way/scrip to do this? Only grant the Owner role ModifyTicket and give your users TakeTicket, that way they can't change it until they own it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 5 10:35:19 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Oct 2010 10:35:19 -0400 Subject: [rt-users] Including "stalled" tickets in "10 highest tickets I own" and "Tools/My Day" sections In-Reply-To: <307921.36152.qm@web110802.mail.gq1.yahoo.com> References: <307921.36152.qm@web110802.mail.gq1.yahoo.com> Message-ID: <20101005143519.GL4363@jibsheet.com> On Tue, Oct 05, 2010 at 06:32:47AM -0700, Shannon Adams wrote: > Running 3.8.6 > > By default for all users, I need to include tickets with a status of "stalled" > (as well as "open" and "new") so they show up under "10 highest priority tickets > I own" and "Tools/My Day" sections. Will someone let me know what files to > create/modify to make this possible? Sign in as super user and click on the Edit link on the portlet and change the search to include stalled and save it -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 5 10:35:47 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Oct 2010 10:35:47 -0400 Subject: [rt-users] Customizing the left side main menu In-Reply-To: References: Message-ID: <20101005143547.GM4363@jibsheet.com> On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: > Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and > Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear > based off of permissions. Ex: if you're in the Helpdesk group, display these additional links > that will open up to maybe a custom dashboard based on the link I click. I already figured out > how to make the custom dashboard entries.. just trying to figure out how to implement the > custom menu based on user or group part.. any ideas? Sounds like you want the $group->HasMember method You can read more about it Group_Overlay.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jblaine at kickflop.net Tue Oct 5 12:02:29 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 05 Oct 2010 12:02:29 -0400 Subject: [rt-users] Show N additional custom fields if CF1 = "Yes"? Message-ID: <4CAB4C15.80704@kickflop.net> We want to show (in view *and* edit modes) some custom fields only if SomeCustomField is set to "Yes" Any tips where to start digging? From testwreq at gmail.com Tue Oct 5 12:59:10 2010 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 5 Oct 2010 12:59:10 -0400 Subject: [rt-users] mandatory subject Message-ID: We receive most of our RT tickets via email. Is there a way to enforce mandatory subjects on tickets opened via email? thanks much, vm -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Tue Oct 5 13:09:35 2010 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 5 Oct 2010 13:09:35 -0400 Subject: [rt-users] RT-Extension-MandatorySubject Message-ID: I downloaded the extension from http://search.cpan.org/dist/RT-Extension-MandatorySubject/ and followed http://cpansearch.perl.org/src/ELACOUR/RT-Extension-MandatorySubject-0.03/README step by step; This RT Extension should enforce users to fill the subject when creating a ticket via the web interface. But, it did not work for me. All these steps were successful perl Makefile.PL make make test make install The following is added in RT_SiteConfig.pm Set(@Plugins,(qw(RT::Extension::MandatorySubject))); I also tried adding the above following way: Set(@Plugins,qw(RT::Extension::MandatorySubject)); The server was restarted before testing. I have read this extension is worked for many people. I am wondering what is missing is my case? Thank you in advance for your advise. vm -------------- next part -------------- An HTML attachment was scrubbed... URL: From flatworm at users.sourceforge.net Tue Oct 5 13:14:51 2010 From: flatworm at users.sourceforge.net (Konstantin Khomoutov) Date: Tue, 5 Oct 2010 21:14:51 +0400 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: <20101005211451.ad5be5c3.kostix@domain007.com> On Tue, 5 Oct 2010 12:59:10 -0400 testwreq wreq wrote: > We receive most of our RT tickets via email. Is there a way to > enforce mandatory subjects on tickets opened via email? Check this thread [1] as at some point it moves to discussing this very problem. 1. http://lists.bestpractical.com/pipermail/rt-users/2010-September/066537.html From steve.anderson at bipsolutions.com Tue Oct 5 13:11:37 2010 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Tue, 5 Oct 2010 18:11:37 +0100 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: Depends what you mean by mandatory. If you mean a default, if the inbound email doesn't have a subject, should be possible to have a create scrip that sets the ticket's title, if it doesn't have one. Something like a scrip with the on create condition, then something like the following in the custom action cleanup. (not tested in any way) my $t_subject = $self->TicketObj->Subject; if ($t_subject eq ''){ $self->TicketObj->SetSubject('No subject given'); } I'd probably set the stage to transactionbatch. If you mean don't create a ticket, if there's no subject, I'd suggest doing that with however you're getting the email into RT first. As long as you're running it through procmail, or an exim filter, or something like that. Otherwise, you'd need a scrip to send an email, and to close the ticket. Better not to create it in the first place. Steve Anderson. BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** From testwreq at gmail.com Tue Oct 5 13:17:29 2010 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 5 Oct 2010 13:17:29 -0400 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: I meant don't create a ticket, if there's no subject. I'd like bounce the request back to sender asking to create it again with some subject. On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson < steve.anderson at bipsolutions.com> wrote: > Depends what you mean by mandatory. > > If you mean a default, if the inbound email doesn't have a subject, should > be possible to have a create scrip that sets the ticket's title, if it > doesn't have one. > Something like a scrip with the on create condition, then something like > the following in the custom action cleanup. (not tested in any way) > > my $t_subject = $self->TicketObj->Subject; > if ($t_subject eq ''){ > $self->TicketObj->SetSubject('No subject given'); > } > > I'd probably set the stage to transactionbatch. > > > > If you mean don't create a ticket, if there's no subject, I'd suggest doing > that with however you're getting the email into RT first. As long as you're > running it through procmail, or an exim filter, or something like that. > Otherwise, you'd need a scrip to send an email, and to close the ticket. > Better not to create it in the first place. > > > > Steve Anderson. > > BiP Solutions Limited is a company registered in Scotland with Company > Number SC086146 and VAT number 383030966 and having its registered > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. > > > **************************************************************************** > This e-mail (and any attachment) is intended only for the attention of > the addressee(s). Its unauthorised use, disclosure, storage or copying > is not permitted. If you are not the intended recipient, please destroy > all copies and inform the sender by return e-mail. > This e-mail (whether you are the sender or the recipient) may be > monitored, recorded and retained by BiP Solutions Ltd. > E-mail monitoring/ blocking software may be used, and e-mail content may > be read at any time.You have a responsibility to ensure laws are not > broken when composing or forwarding e-mails and their contents. > > **************************************************************************** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.anderson at bipsolutions.com Tue Oct 5 13:21:44 2010 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Tue, 5 Oct 2010 18:21:44 +0100 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: As with the thread mentioned by Konstantin, a lot of it will depend on how you bring the email into RT. If I were doing it, with the way I have RT set up, I'd just adjust the Exim filter I'm using to check for a blank subject, and send a bounce email on that. But I'm doing a bundle of filtering already. If you're just using a mail alias with sendmail, that's going to need more work. The thread mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a subject, before it's accepted. Steve Anderson From: testwreq wreq [mailto:testwreq at gmail.com] Sent: 05 October 2010 18:17 To: Steve Anderson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] mandatory subject I meant don't create a ticket, if there's no subject. I'd like bounce the request back to sender asking to create it again with some subject. On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson wrote: Depends what you mean by mandatory. If you mean a default, if the inbound email doesn't have a subject, should be possible to have a create scrip that sets the ticket's title, if it doesn't have one. Something like a scrip with the on create condition, then something like the following in the custom action cleanup. (not tested in any way) my $t_subject = $self->TicketObj->Subject; if ($t_subject eq ''){ $self->TicketObj->SetSubject('No subject given'); } I'd probably set the stage to transactionbatch. If you mean don't create a ticket, if there's no subject, I'd suggest doing that with however you're getting the email into RT first. As long as you're running it through procmail, or an exim filter, or something like that. Otherwise, you'd need a scrip to send an email, and to close the ticket. Better not to create it in the first place. Steve Anderson. BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** ________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email ________________________________________ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** From testwreq at gmail.com Tue Oct 5 13:25:33 2010 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 5 Oct 2010 13:25:33 -0400 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: We are using mail alias with sendmail. On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson < steve.anderson at bipsolutions.com> wrote: > As with the thread mentioned by Konstantin, a lot of it will depend on how > you bring the email into RT. > > If I were doing it, with the way I have RT set up, I'd just adjust the Exim > filter I'm using to check for a blank subject, and send a bounce email on > that. But I'm doing a bundle of filtering already. If you're just using a > mail alias with sendmail, that's going to need more work. The thread > mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to > check for a subject, before it's accepted. > > > > Steve Anderson > > > > > From: testwreq wreq [mailto:testwreq at gmail.com] > Sent: 05 October 2010 18:17 > To: Steve Anderson > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] mandatory subject > > I meant don't create a ticket, if there's no subject. I'd like bounce the > request back to sender asking to create it again with some subject. > > > > On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson < > steve.anderson at bipsolutions.com> wrote: > Depends what you mean by mandatory. > > If you mean a default, if the inbound email doesn't have a subject, should > be possible to have a create scrip that sets the ticket's title, if it > doesn't have one. > Something like a scrip with the on create condition, then something like > the following in the custom action cleanup. (not tested in any way) > > my $t_subject = $self->TicketObj->Subject; > if ($t_subject eq ''){ > $self->TicketObj->SetSubject('No subject given'); > } > > I'd probably set the stage to transactionbatch. > > > > If you mean don't create a ticket, if there's no subject, I'd suggest doing > that with however you're getting the email into RT first. As long as you're > running it through procmail, or an exim filter, or something like that. > Otherwise, you'd need a scrip to send an email, and to close the ticket. > Better not to create it in the first place. > > > > Steve Anderson. > > BiP Solutions Limited is a company registered in Scotland with Company > Number SC086146 and VAT number 383030966 and having its registered > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. > > > **************************************************************************** > This e-mail (and any attachment) is intended only for the attention of > the addressee(s). Its unauthorised use, disclosure, storage or copying > is not permitted. If you are not the intended recipient, please destroy > all copies and inform the sender by return e-mail. > This e-mail (whether you are the sender or the recipient) may be > monitored, recorded and retained by BiP Solutions Ltd. > E-mail monitoring/ blocking software may be used, and e-mail content may > be read at any time.You have a responsibility to ensure laws are not > broken when composing or forwarding e-mails and their contents. > > **************************************************************************** > > ________________________________________ > This email has been scanned by Netintelligence > http://www.netintelligence.com/email > ________________________________________ > > BiP Solutions Limited is a company registered in Scotland with Company > Number SC086146 and VAT number 383030966 and having its registered > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. > > > **************************************************************************** > This e-mail (and any attachment) is intended only for the attention of > the addressee(s). Its unauthorised use, disclosure, storage or copying > is not permitted. If you are not the intended recipient, please destroy > all copies and inform the sender by return e-mail. > This e-mail (whether you are the sender or the recipient) may be > monitored, recorded and retained by BiP Solutions Ltd. > E-mail monitoring/ blocking software may be used, and e-mail content may > be read at any time.You have a responsibility to ensure laws are not > broken when composing or forwarding e-mails and their contents. > > **************************************************************************** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.anderson at bipsolutions.com Tue Oct 5 13:33:27 2010 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Tue, 5 Oct 2010 18:33:27 +0100 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: If you're using RT 3.8.8, open up lib/RT/Interface/Email.pm (/opt/rt3/lib/RT/Interface/Email.pm on my machine) At around line 1347, you'll find: my $Subject = $head->get('Subject') || ''; chomp $Subject; if you add: if ($Subject eq '') { MailError( Subject => "RT Bounce: No subject", Explanation => "RT couldn't process the message below as you didn't give a subject", Attach => $args{'message'} ); return ( 0, "Failed to parse this message. No subject" ); } Just after it, it should do what you want. But I've not tested it. Restarting RT after the edit is a good idea. Taking a copy of the file first is also a good idea, in case this screws it up. Steve Anderson From: testwreq wreq [mailto:testwreq at gmail.com] Sent: 05 October 2010 18:26 To: Steve Anderson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] mandatory subject We are using mail alias with sendmail. On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson > wrote: As with the thread mentioned by Konstantin, a lot of it will depend on how you bring the email into RT. If I were doing it, with the way I have RT set up, I'd just adjust the Exim filter I'm using to check for a blank subject, and send a bounce email on that. But I'm doing a bundle of filtering already. If you're just using a mail alias with sendmail, that's going to need more work. The thread mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a subject, before it's accepted. Steve Anderson From: testwreq wreq [mailto:testwreq at gmail.com] Sent: 05 October 2010 18:17 To: Steve Anderson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] mandatory subject I meant don't create a ticket, if there's no subject. I'd like bounce the request back to sender asking to create it again with some subject. On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson > wrote: Depends what you mean by mandatory. If you mean a default, if the inbound email doesn't have a subject, should be possible to have a create scrip that sets the ticket's title, if it doesn't have one. Something like a scrip with the on create condition, then something like the following in the custom action cleanup. (not tested in any way) my $t_subject = $self->TicketObj->Subject; if ($t_subject eq ''){ $self->TicketObj->SetSubject('No subject given'); } I'd probably set the stage to transactionbatch. If you mean don't create a ticket, if there's no subject, I'd suggest doing that with however you're getting the email into RT first. As long as you're running it through procmail, or an exim filter, or something like that. Otherwise, you'd need a scrip to send an email, and to close the ticket. Better not to create it in the first place. Steve Anderson. BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** ________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email ________________________________________ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** ________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email ________________________________ ________________________________ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Tue Oct 5 14:57:26 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Tue, 5 Oct 2010 14:57:26 -0400 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That way you don't lose the changes at the next upgrade. -- Mathieu Longtin 1-514-803-8977 On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson < steve.anderson at bipsolutions.com> wrote: > As with the thread mentioned by Konstantin, a lot of it will depend on how > you bring the email into RT. > > If I were doing it, with the way I have RT set up, I'd just adjust the Exim > filter I'm using to check for a blank subject, and send a bounce email on > that. But I'm doing a bundle of filtering already. If you're just using a > mail alias with sendmail, that's going to need more work. The thread > mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to > check for a subject, before it's accepted. > > > > Steve Anderson > > > > > From: testwreq wreq [mailto:testwreq at gmail.com] > Sent: 05 October 2010 18:17 > To: Steve Anderson > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] mandatory subject > > I meant don't create a ticket, if there's no subject. I'd like bounce the > request back to sender asking to create it again with some subject. > > > > On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson < > steve.anderson at bipsolutions.com> wrote: > Depends what you mean by mandatory. > > If you mean a default, if the inbound email doesn't have a subject, should > be possible to have a create scrip that sets the ticket's title, if it > doesn't have one. > Something like a scrip with the on create condition, then something like > the following in the custom action cleanup. (not tested in any way) > > my $t_subject = $self->TicketObj->Subject; > if ($t_subject eq ''){ > $self->TicketObj->SetSubject('No subject given'); > } > > I'd probably set the stage to transactionbatch. > > > > If you mean don't create a ticket, if there's no subject, I'd suggest doing > that with however you're getting the email into RT first. As long as you're > running it through procmail, or an exim filter, or something like that. > Otherwise, you'd need a scrip to send an email, and to close the ticket. > Better not to create it in the first place. > > > > Steve Anderson. > > BiP Solutions Limited is a company registered in Scotland with Company > Number SC086146 and VAT number 383030966 and having its registered > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. > > > **************************************************************************** > This e-mail (and any attachment) is intended only for the attention of > the addressee(s). Its unauthorised use, disclosure, storage or copying > is not permitted. If you are not the intended recipient, please destroy > all copies and inform the sender by return e-mail. > This e-mail (whether you are the sender or the recipient) may be > monitored, recorded and retained by BiP Solutions Ltd. > E-mail monitoring/ blocking software may be used, and e-mail content may > be read at any time.You have a responsibility to ensure laws are not > broken when composing or forwarding e-mails and their contents. > > **************************************************************************** > > ________________________________________ > This email has been scanned by Netintelligence > http://www.netintelligence.com/email > ________________________________________ > > BiP Solutions Limited is a company registered in Scotland with Company > Number SC086146 and VAT number 383030966 and having its registered > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. > > > **************************************************************************** > This e-mail (and any attachment) is intended only for the attention of > the addressee(s). Its unauthorised use, disclosure, storage or copying > is not permitted. If you are not the intended recipient, please destroy > all copies and inform the sender by return e-mail. > This e-mail (whether you are the sender or the recipient) may be > monitored, recorded and retained by BiP Solutions Ltd. > E-mail monitoring/ blocking software may be used, and e-mail content may > be read at any time.You have a responsibility to ensure laws are not > broken when composing or forwarding e-mails and their contents. > > **************************************************************************** > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Tue Oct 5 15:11:45 2010 From: jeffrey_lee at harvard.edu (Lee, Jeffrey) Date: Tue, 5 Oct 2010 15:11:45 -0400 Subject: [rt-users] MySql to Oracle migration In-Reply-To: <1792577DCB731446AA4D874F1342736E2DBC2FCD@FASXCH02.fasmail.priv> References: <1792577DCB731446AA4D874F1342736E2DBC2FCD@FASXCH02.fasmail.priv> Message-ID: <1792577DCB731446AA4D874F1342736E2DBC32F9@FASXCH02.fasmail.priv> I am unsure where to look to change the connect string from my current database to the new oracle database. Any suggestions? -Jeff From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lee, Jeffrey Sent: Monday, October 04, 2010 4:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] MySql to Oracle migration I'm looking to migrate our RT v3.8.8 from MySql to Oracle. Has anyone done this before and if so any recommended steps? Any direction would be helpful! Thanks, Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Tue Oct 5 15:30:15 2010 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 5 Oct 2010 15:30:15 -0400 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: YOU ALL ARE THE BEST!!! I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying replacing the changes to local/lib/RT/Interface/Email.pm Thanks a million, vm On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin wrote: > Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That > way you don't lose the changes at the next upgrade. > > -- > Mathieu Longtin > 1-514-803-8977 > > > On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson < > steve.anderson at bipsolutions.com> wrote: > >> As with the thread mentioned by Konstantin, a lot of it will depend on >> how you bring the email into RT. >> >> If I were doing it, with the way I have RT set up, I'd just adjust the >> Exim filter I'm using to check for a blank subject, and send a bounce email >> on that. But I'm doing a bundle of filtering already. If you're just using a >> mail alias with sendmail, that's going to need more work. The thread >> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to >> check for a subject, before it's accepted. >> >> >> >> Steve Anderson >> >> >> >> >> From: testwreq wreq [mailto:testwreq at gmail.com] >> Sent: 05 October 2010 18:17 >> To: Steve Anderson >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] mandatory subject >> >> I meant don't create a ticket, if there's no subject. I'd like bounce the >> request back to sender asking to create it again with some subject. >> >> >> >> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson < >> steve.anderson at bipsolutions.com> wrote: >> Depends what you mean by mandatory. >> >> If you mean a default, if the inbound email doesn't have a subject, should >> be possible to have a create scrip that sets the ticket's title, if it >> doesn't have one. >> Something like a scrip with the on create condition, then something like >> the following in the custom action cleanup. (not tested in any way) >> >> my $t_subject = $self->TicketObj->Subject; >> if ($t_subject eq ''){ >> $self->TicketObj->SetSubject('No subject given'); >> } >> >> I'd probably set the stage to transactionbatch. >> >> >> >> If you mean don't create a ticket, if there's no subject, I'd suggest >> doing that with however you're getting the email into RT first. As long as >> you're running it through procmail, or an exim filter, or something like >> that. Otherwise, you'd need a scrip to send an email, and to close the >> ticket. Better not to create it in the first place. >> >> >> >> Steve Anderson. >> >> BiP Solutions Limited is a company registered in Scotland with Company >> Number SC086146 and VAT number 383030966 and having its registered >> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. >> >> >> **************************************************************************** >> This e-mail (and any attachment) is intended only for the attention of >> the addressee(s). Its unauthorised use, disclosure, storage or copying >> is not permitted. If you are not the intended recipient, please destroy >> all copies and inform the sender by return e-mail. >> This e-mail (whether you are the sender or the recipient) may be >> monitored, recorded and retained by BiP Solutions Ltd. >> E-mail monitoring/ blocking software may be used, and e-mail content may >> be read at any time.You have a responsibility to ensure laws are not >> broken when composing or forwarding e-mails and their contents. >> >> **************************************************************************** >> >> ________________________________________ >> This email has been scanned by Netintelligence >> http://www.netintelligence.com/email >> ________________________________________ >> >> BiP Solutions Limited is a company registered in Scotland with Company >> Number SC086146 and VAT number 383030966 and having its registered >> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. >> >> >> **************************************************************************** >> This e-mail (and any attachment) is intended only for the attention of >> the addressee(s). Its unauthorised use, disclosure, storage or copying >> is not permitted. If you are not the intended recipient, please destroy >> all copies and inform the sender by return e-mail. >> This e-mail (whether you are the sender or the recipient) may be >> monitored, recorded and retained by BiP Solutions Ltd. >> E-mail monitoring/ blocking software may be used, and e-mail content may >> be read at any time.You have a responsibility to ensure laws are not >> broken when composing or forwarding e-mails and their contents. >> >> **************************************************************************** >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Tue Oct 5 18:26:34 2010 From: jeffrey_lee at harvard.edu (Lee, Jeffrey) Date: Tue, 5 Oct 2010 18:26:34 -0400 Subject: [rt-users] Migrating databases Message-ID: <1792577DCB731446AA4D874F1342736E2DBC3411@FASXCH02.fasmail.priv> I am unsure where to look to change the connect string from my current database to the new oracle database. Any suggestions? I am using RT3.8.8 -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Wed Oct 6 02:34:40 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 06 Oct 2010 08:34:40 +0200 Subject: [rt-users] MySql to Oracle migration In-Reply-To: <1792577DCB731446AA4D874F1342736E2DBC32F9@FASXCH02.fasmail.priv> References: <1792577DCB731446AA4D874F1342736E2DBC2FCD@FASXCH02.fasmail.priv> <1792577DCB731446AA4D874F1342736E2DBC32F9@FASXCH02.fasmail.priv> Message-ID: <4CAC1880.3070407@mococo.nl> Lee, Jeffrey wrote: > > I am unsure where to look to change the connect string from my current > database to the new oracle database. Any suggestions? > > > I haven't migrated from Mysql to Oracle but do use Oracle. If you haven't done so already, run configure with the appropriate settings for Oracle, this is mine: ./configure --with-db-type=Oracle --with-db-dba=system --enable-gd --enable-graphviz --enable-devel-mode --with-web-handler=modperl2 --with-db-database=$ORACLE_SID where $ORACLE_SID is the instance name, sid, of the Oracle database you're connecting to, or the tnsnames alias if its a remote db. Further you'll need to change RT_SiteConfig.pm to use Oracle instead of Mysql. Set($DatabaseName , '$ORACLE_SID'); Set($DatabaseType , 'Oracle'); This should get going. Please beware that you read the DBD::Oracle README before installing it. If you're environment is not set correctly make test will fail and it won't install. Also watch the version of DBD::Oracle. Search the archives for more info. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Oct 6 03:33:53 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 6 Oct 2010 09:33:53 +0200 Subject: [rt-users] Migrating databases In-Reply-To: <1792577DCB731446AA4D874F1342736E2DBC3411@FASXCH02.fasmail.priv> References: <1792577DCB731446AA4D874F1342736E2DBC3411@FASXCH02.fasmail.priv> Message-ID: <20101006073353.GA2391@easter-eggs.com> On Tue, Oct 05, 2010 at 06:26:34PM -0400, Lee, Jeffrey wrote: > I am unsure where to look to change the connect string from my current > database to the new oracle database. Any suggestions? I am using RT3.8.8 > Just look at Database variables in your RT_Config.pm, and put your changes in RT_SiteConfig.pm From jnarins at seniorbridge.com Wed Oct 6 10:46:35 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 6 Oct 2010 10:46:35 -0400 Subject: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence Message-ID: How can I do this? The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. I figured it would be rt-mailgate, but I had no luck there. Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Wed Oct 6 10:58:57 2010 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 6 Oct 2010 10:58:57 -0400 Subject: [rt-users] Customizing the left side main menu In-Reply-To: <20101005143547.GM4363@jibsheet.com> References: <20101005143547.GM4363@jibsheet.com> Message-ID: but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone wrote: > On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: > > Ok, in a nutshell.. I'd like to add some extra options to the main > menu, where Home and > > Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to > make them only appear > > based off of permissions. Ex: if you're in the Helpdesk group, display > these additional links > > that will open up to maybe a custom dashboard based on the link I > click. I already figured out > > how to make the custom dashboard entries.. just trying to figure out > how to implement the > > custom menu based on user or group part.. any ideas? > > Sounds like you want the $group->HasMember method > > You can read more about it Group_Overlay.pm > > -kevin > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Wed Oct 6 11:05:12 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 6 Oct 2010 11:05:12 -0400 Subject: [rt-users] Customizing the left side main menu In-Reply-To: References: <20101005143547.GM4363@jibsheet.com> Message-ID: Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall Sent: Wednesday, October 06, 2010 10:59 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customizing the left side main menu but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone > wrote: On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: > Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and > Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear > based off of permissions. Ex: if you're in the Helpdesk group, display these additional links > that will open up to maybe a custom dashboard based on the link I click. I already figured out > how to make the custom dashboard entries.. just trying to figure out how to implement the > custom menu based on user or group part.. any ideas? Sounds like you want the $group->HasMember method You can read more about it Group_Overlay.pm -kevin RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Wed Oct 6 11:05:41 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 6 Oct 2010 11:05:41 -0400 Subject: [rt-users] Customizing the left side main menu In-Reply-To: References: <20101005143547.GM4363@jibsheet.com> Message-ID: share/html/Elements/Tabs has the nav bar. I found it by checking every file for the string "Simple Search" Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall Sent: Wednesday, October 06, 2010 10:59 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customizing the left side main menu but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone > wrote: On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: > Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and > Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear > based off of permissions. Ex: if you're in the Helpdesk group, display these additional links > that will open up to maybe a custom dashboard based on the link I click. I already figured out > how to make the custom dashboard entries.. just trying to figure out how to implement the > custom menu based on user or group part.. any ideas? Sounds like you want the $group->HasMember method You can read more about it Group_Overlay.pm -kevin RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From gareth at phonepower.com Wed Oct 6 11:30:58 2010 From: gareth at phonepower.com (Gareth Tupper) Date: Wed, 6 Oct 2010 08:30:58 -0700 Subject: [rt-users] What to exclude from auto-updates Message-ID: <714DEF9BF251844BB4667329D459B7C74EDFE551EA@EXVS02.exchangecarrier.net> Having spent a harrowing time recovering my RT install from the willful vagaries of CentOS's yum updates* I'd now like to never have to do that again. To this end, can anyone suggest which packages I should not allow to be updated through yum/rpm , or packages that I should only update through cpan? Many thanks, Gareth * Apache wouldn't load following updates, but that was easily fixed by updating File::Temp in cpan. It then however left me in the state of not running RT and instead trying to download a blank file. This was finally fixed by pulling all my hair out, crying in a corner, and finally deleting /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk & reinstalling Scalar::Util from cpan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Wed Oct 6 11:38:46 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 6 Oct 2010 11:38:46 -0400 Subject: [rt-users] What to exclude from auto-updates In-Reply-To: <714DEF9BF251844BB4667329D459B7C74EDFE551EA@EXVS02.exchangecarrier.net> References: <714DEF9BF251844BB4667329D459B7C74EDFE551EA@EXVS02.exchangecarrier.net> Message-ID: Lots of people will differ, but I like to set up things like this: yum (or apt-get, or whatever) gets full control over the system. Everything I use in production, however, uses binaries (and associated libraries) I build from source. I have lots of experience building all the stuff I need from source, so it is not a problem for me. For example, sometimes I do it under /home/simple or /opt and I install my version of perl and perl libraries, httpd, mod_perl, mod_ssl, my Pg database, and, for this use case, RT. I install all those packages to /opt or /home/simple so there is a /opt/bin, /opt/lib, /opt/share, etc. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gareth Tupper Sent: Wednesday, October 06, 2010 11:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] What to exclude from auto-updates Having spent a harrowing time recovering my RT install from the willful vagaries of CentOS's yum updates* I'd now like to never have to do that again. To this end, can anyone suggest which packages I should not allow to be updated through yum/rpm , or packages that I should only update through cpan? Many thanks, Gareth * Apache wouldn't load following updates, but that was easily fixed by updating File::Temp in cpan. It then however left me in the state of not running RT and instead trying to download a blank file. This was finally fixed by pulling all my hair out, crying in a corner, and finally deleting /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk & reinstalling Scalar::Util from cpan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Wed Oct 6 11:39:46 2010 From: testwreq at gmail.com (testwreq wreq) Date: Wed, 6 Oct 2010 11:39:46 -0400 Subject: [rt-users] mandatory subject In-Reply-To: References: Message-ID: Changes to Email.pm worked when a ticket is created by sending email to RT . Has anyone attempted to implement writing a scrip? I could not get *RT-Extension-MandatorySubject* plugin to work for opening tickets via the web interface. I am hoping writing scrip may work for both the cases. -vm On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq wrote: > YOU ALL ARE THE BEST!!! > > I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying > replacing the changes to local/lib/RT/Interface/Email.pm > > Thanks a million, > vm > On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin wrote: > >> Or saving the changed file in local/lib/RT/Interface/Email.pm instead. >> That way you don't lose the changes at the next upgrade. >> >> -- >> Mathieu Longtin >> 1-514-803-8977 >> >> >> On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson < >> steve.anderson at bipsolutions.com> wrote: >> >>> As with the thread mentioned by Konstantin, a lot of it will depend on >>> how you bring the email into RT. >>> >>> If I were doing it, with the way I have RT set up, I'd just adjust the >>> Exim filter I'm using to check for a blank subject, and send a bounce email >>> on that. But I'm doing a bundle of filtering already. If you're just using a >>> mail alias with sendmail, that's going to need more work. The thread >>> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to >>> check for a subject, before it's accepted. >>> >>> >>> >>> Steve Anderson >>> >>> >>> >>> >>> From: testwreq wreq [mailto:testwreq at gmail.com] >>> Sent: 05 October 2010 18:17 >>> To: Steve Anderson >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] mandatory subject >>> >>> I meant don't create a ticket, if there's no subject. I'd like bounce >>> the request back to sender asking to create it again with some subject. >>> >>> >>> >>> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson < >>> steve.anderson at bipsolutions.com> wrote: >>> Depends what you mean by mandatory. >>> >>> If you mean a default, if the inbound email doesn't have a subject, >>> should be possible to have a create scrip that sets the ticket's title, if >>> it doesn't have one. >>> Something like a scrip with the on create condition, then something like >>> the following in the custom action cleanup. (not tested in any way) >>> >>> my $t_subject = $self->TicketObj->Subject; >>> if ($t_subject eq ''){ >>> $self->TicketObj->SetSubject('No subject given'); >>> } >>> >>> I'd probably set the stage to transactionbatch. >>> >>> >>> >>> If you mean don't create a ticket, if there's no subject, I'd suggest >>> doing that with however you're getting the email into RT first. As long as >>> you're running it through procmail, or an exim filter, or something like >>> that. Otherwise, you'd need a scrip to send an email, and to close the >>> ticket. Better not to create it in the first place. >>> >>> >>> >>> Steve Anderson. >>> >>> BiP Solutions Limited is a company registered in Scotland with Company >>> Number SC086146 and VAT number 383030966 and having its registered >>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. >>> >>> >>> **************************************************************************** >>> This e-mail (and any attachment) is intended only for the attention of >>> the addressee(s). Its unauthorised use, disclosure, storage or copying >>> is not permitted. If you are not the intended recipient, please destroy >>> all copies and inform the sender by return e-mail. >>> This e-mail (whether you are the sender or the recipient) may be >>> monitored, recorded and retained by BiP Solutions Ltd. >>> E-mail monitoring/ blocking software may be used, and e-mail content may >>> be read at any time.You have a responsibility to ensure laws are not >>> broken when composing or forwarding e-mails and their contents. >>> >>> **************************************************************************** >>> >>> ________________________________________ >>> This email has been scanned by Netintelligence >>> http://www.netintelligence.com/email >>> ________________________________________ >>> >>> BiP Solutions Limited is a company registered in Scotland with Company >>> Number SC086146 and VAT number 383030966 and having its registered >>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. >>> >>> >>> **************************************************************************** >>> This e-mail (and any attachment) is intended only for the attention of >>> the addressee(s). Its unauthorised use, disclosure, storage or copying >>> is not permitted. If you are not the intended recipient, please destroy >>> all copies and inform the sender by return e-mail. >>> This e-mail (whether you are the sender or the recipient) may be >>> monitored, recorded and retained by BiP Solutions Ltd. >>> E-mail monitoring/ blocking software may be used, and e-mail content may >>> be read at any time.You have a responsibility to ensure laws are not >>> broken when composing or forwarding e-mails and their contents. >>> >>> **************************************************************************** >>> >>> RT Training in Washington DC, USA on Oct 25 & 26 2010 >>> Last one this year -- Learn how to get the most out of RT! >>> >> >> >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ant at suave.net Wed Oct 6 15:43:33 2010 From: ant at suave.net (ant) Date: Wed, 06 Oct 2010 15:43:33 -0400 Subject: [rt-users] =?utf-8?q?Canned_sets_of_rights_for_individuals_access?= =?utf-8?q?ing_different_queues=3F?= Message-ID: I have been looking around and am thinking this may not really be possible, but here goes. I have a number of users, number of queues and three different access levels View Only, Developer and Product Manager. I am trying to figure out a way to specify the set of rights each of the access levels only once, then somehow associate a user and queue with each set of rights, for example. user fred has developer rights to the testa queue, but only view only to testb. It looks like I could do this by creating a bunch of groups like testa_developer and assigning the user to all the individual groups, but that means I have to set up individual rights for each of those groups on the various queues, which takes a while to set up and is hard to maintain. In the past I set up global rights for groups and made a hack that pulls my users from my user database and gets which rights each should have, then copies those rights at the user level onto the queue directly. This never seemed very clean to me but was the only solution I could come up with. I'm upgrading my system now and was hoping maybe I could find a better way, but I'm not finding anything. Anyone have any ideas? I'm on 3.8.8 From kfcrocker at lbl.gov Wed Oct 6 17:34:09 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 6 Oct 2010 14:34:09 -0700 Subject: [rt-users] Canned sets of rights for individuals accessing different queues? In-Reply-To: References: Message-ID: Ant, We have the same levels of use here, but over 120 support Queues to do it. We follow the following rules: 1) No user gets individual privileges. They must be members in a group with "like needs" for access to a Queue. That way, as rights maintenance issues come up for a Queue, we only have to deal with the group as a whole, not a bunch of individual users. Way too much redundant work with individuals. 2) We put the Product Manager in the "AdminCc" Queue watcher role. *No one else* gets that role for that Queue. We grant this role the rights to admin users/watchers and a lot of other stuff for that Queue. 3) We name these groups for the Queue. ie. "xxxx-users" where "xxxx" is the name of the Queue and the "Users" are those people that can create and view their *own tickets* (only), but not modify them, unless it is a Custom Field created just for them. "XXXX-Support" or "XXXX-Texh-Support" are for the developers. They get more rights that "Users". I have a "Rights Guide" that we use for setting up Global/Queue rights for groups and roles. If you feel you have an environment with the kind of development support like ours, I can pass that on to you, if you are interested. Kenn LBNL On Wed, Oct 6, 2010 at 12:43 PM, ant wrote: > > I have been looking around and am thinking this may not really be possible, > but here goes. > > I have a number of users, number of queues and three different access > levels View Only, Developer and Product Manager. I am trying to figure out > a way to specify the set of rights each of the access levels only once, > then somehow associate a user and queue with each set of rights, for > example. > > user fred has developer rights to the testa queue, but only view only to > testb. > > It looks like I could do this by creating a bunch of groups like > testa_developer and assigning the user to all the individual groups, but > that means I have to set up individual rights for each of those groups on > the various queues, which takes a while to set up and is hard to maintain. > > In the past I set up global rights for groups and made a hack that pulls my > users from my user database and gets which rights each should have, then > copies those rights at the user level onto the queue directly. This never > seemed very clean to me but was the only solution I could come up with. I'm > upgrading my system now and was hoping maybe I could find a better way, but > I'm not finding anything. > > Anyone have any ideas? I'm on 3.8.8 > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Thu Oct 7 06:43:31 2010 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 7 Oct 2010 12:43:31 +0200 Subject: [rt-users] R: mandatory subject In-Reply-To: References: Message-ID: Hi Mathieu! We have something like that in place, using scrips. We have a set of requests that have to be done using a web interface, and we don't want users to be able to place requests directly through email. But for simplicity reasons the web interface, after collecting all the necessary info from the user, does exactly that: sends an email to RT. We sorted this out this way: the PHP web page generates emails with a special custom header, and we then check the presence of this header in RT and populate a custom field (using the RT::Extension::ExtractCustomFieldValues extension). Another (generalized) scrip then checks for the presence of ANY custom field with a "mandatory" type; if found and not populated, the ticket is automatically rejected and a reply sent to the requestor that points him to the URL for the web interface. If you're interested I can expand on the details. Bye Cris Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di testwreq wreq Inviato: Wednesday, October 06, 2010 5:40 PM A: Mathieu Longtin Cc: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] mandatory subject Changes to Email.pm worked when a ticket is created by sending email to RT . Has anyone attempted to implement writing a scrip? I could not get RT-Extension-MandatorySubject plugin to work for opening tickets via the web interface. I am hoping writing scrip may work for both the cases. -vm On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq > wrote: YOU ALL ARE THE BEST!!! I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying replacing the changes to local/lib/RT/Interface/Email.pm Thanks a million, vm On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin > wrote: Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That way you don't lose the changes at the next upgrade. -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mirror at asgard.ch Thu Oct 7 07:21:38 2010 From: mirror at asgard.ch (Gian Luca Decurtins) Date: Thu, 07 Oct 2010 13:21:38 +0200 Subject: [rt-users] Continuous Login (RT 3.8.8) Message-ID: Hi rt-users I've recently installed RT 3.8.8 via ports on our server (FreeBSD 8.1, Apache 2.2, PostgreSQL 9.0, Mod_Perl2, Perl 5.12, Exim 4.72). I'm facing the issue that I have to enter the username and password information every time I click on a link in RT. Is there something missing in my installation? Or is it a configuration issue? The dependencies do look ok and the hints in the TroubleShooting-page (deleting the html/autohandler) did not work out for me. Regards -luca. The /var/log/messages contains the following warnings after each click: Oct 7 13:02:10 thor RT: Use of uninitialized value in lc at /usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm line 914. (/usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm:914) Oct 7 13:02:12 thor RT: Use of uninitialized value in lc at /usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm line 914. (/usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm:914) Oct 7 13:02:13 thor RT: Use of uninitialized value in lc at /usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm line 914. (/usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm:914) These are the lines I've added to my httpd.conf inside the directive: Alias /services/rt /usr/local/share/rt38/html Order allow,deny Allow from all PerlRequire /usr/local/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Here is the output of the rt-test-dependencies command: thor# rt-test-dependencies --with-postgresql --with-modperl2 perl: >=5.8.3(5.12.2) ...found users: rt group (www) ...found bin owner (root) ...found libs owner (root) ...found libs group (wheel) ...found web owner (www) ...found web group (www) ...found CLI dependencies: CORE dependencies: defined(%hash) is deprecated at /usr/local/lib/perl5/site_perl/5.12.2/Locale/Maketext.pm line 404. (Maybe you should just omit the defined()?) DASHBOARDS dependencies: GD dependencies: GPG dependencies: ICAL dependencies: MAILGATE dependencies: MASON dependencies: MODPERL2 dependencies: POSTGRESQL dependencies: SMTP dependencies: STANDALONE dependencies: All dependencies have been found. From ruz at bestpractical.com Thu Oct 7 09:06:25 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Oct 2010 17:06:25 +0400 Subject: [rt-users] Continuous Login (RT 3.8.8) In-Reply-To: References: Message-ID: Hi. Make sure web* options in RT config match URL you are using. Regards, Ruslan. From phone. 2010 10 7 15:22 ???????????? "Gian Luca Decurtins" ???????: > Hi rt-users > > I've recently installed RT 3.8.8 via ports on our server (FreeBSD 8.1, > Apache 2.2, PostgreSQL 9.0, Mod_Perl2, Perl 5.12, Exim 4.72). > I'm facing the issue that I have to enter the username and password > information every time I click on a link in RT. > Is there something missing in my installation? Or is it a > configuration issue? > The dependencies do look ok and the hints in the TroubleShooting-page > (deleting the html/autohandler) did not work out for me. > > Regards > -luca. > > The /var/log/messages contains the following warnings after each > click: > Oct 7 13:02:10 thor RT: Use of uninitialized value in lc at > /usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm line > 914. > (/usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm:914) > Oct 7 13:02:12 thor RT: Use of uninitialized value in lc at > /usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm line > 914. > (/usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm:914) > Oct 7 13:02:13 thor RT: Use of uninitialized value in lc at > /usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm line > 914. > (/usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm:914) > > These are the lines I've added to my httpd.conf inside the > directive: > Alias /services/rt /usr/local/share/rt38/html > > Order allow,deny > Allow from all > > > PerlRequire /usr/local/bin/webmux.pl > > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > Here is the output of the rt-test-dependencies command: > thor# rt-test-dependencies --with-postgresql --with-modperl2 > perl: > >=5.8.3(5.12.2) ...found > users: > rt group (www) ...found > bin owner (root) ...found > libs owner (root) ...found > libs group (wheel) ...found > web owner (www) ...found > web group (www) ...found > CLI dependencies: > CORE dependencies: > defined(%hash) is deprecated at > /usr/local/lib/perl5/site_perl/5.12.2/Locale/Maketext.pm line 404. > (Maybe you should just omit the defined()?) > DASHBOARDS dependencies: > GD dependencies: > GPG dependencies: > ICAL dependencies: > MAILGATE dependencies: > MASON dependencies: > MODPERL2 dependencies: > POSTGRESQL dependencies: > SMTP dependencies: > STANDALONE dependencies: > > All dependencies have been found. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 7 09:18:49 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Oct 2010 17:18:49 +0400 Subject: [rt-users] What to exclude from auto-updates In-Reply-To: <714DEF9BF251844BB4667329D459B7C74EDFE551EA@EXVS02.exchangecarrier.net> References: <714DEF9BF251844BB4667329D459B7C74EDFE551EA@EXVS02.exchangecarrier.net> Message-ID: Exclude Scalar::Utils and File::Temp. Regards, Ruslan. From phone. 2010 10 6 19:31 ???????????? "Gareth Tupper" ???????: > Having spent a harrowing time recovering my RT install from the willful vagaries of CentOS's yum updates* I'd now like to never have to do that again. > > To this end, can anyone suggest which packages I should not allow to be updated through yum/rpm , or packages that I should only update through cpan? > > > Many thanks, > > Gareth > > > * Apache wouldn't load following updates, but that was easily fixed by updating File::Temp in cpan. It then however left me in the state of not running RT and instead trying to download a blank file. This was finally fixed by pulling all my hair out, crying in a corner, and finally deleting /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk & reinstalling Scalar::Util from cpan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 7 09:32:33 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Oct 2010 17:32:33 +0400 Subject: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence In-Reply-To: References: Message-ID: Hi. If you are talking about incoming mail then it's better to use external tool before mailgate. If it's outgoing mail then first of all you have to figure out where you insert that text. Regards, Ruslan. From phone. 2010 10 6 18:50 ???????????? "Josh Narins" ???????: > How can I do this? > > The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. > > I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. > > I figured it would be rt-mailgate, but I had no luck there. > > Thanks in advance, > > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] > > ________________________________ > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Thu Oct 7 09:34:17 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 7 Oct 2010 09:34:17 -0400 Subject: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence In-Reply-To: References: Message-ID: That may be true, but I know exactly how to do what I want in perl, but don't know anything about how this would happen in postfix. Someone else, offlist, recommended postfix, but I tried a bunch of different searches "postfix (remove|delete|strip) signature" and didn't find one relevant link. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 07, 2010 9:33 AM To: Josh Narins Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence Hi. If you are talking about incoming mail then it's better to use external tool before mailgate. If it's outgoing mail then first of all you have to figure out where you insert that text. Regards, Ruslan. From phone. 2010 10 6 18:50 ???????????? "Josh Narins" > ???????: > How can I do this? > > The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. > > I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. > > I figured it would be rt-mailgate, but I had no luck there. > > Thanks in advance, > > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] > > ________________________________ > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 7 09:39:03 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Oct 2010 17:39:03 +0400 Subject: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence In-Reply-To: References: Message-ID: Then look into MailPlugins. Regards, Ruslan. From phone. 2010 10 7 17:34 ???????????? "Josh Narins" ???????: > That may be true, but I know exactly how to do what I want in perl, but don't know anything about how this would happen in postfix. > > Someone else, offlist, recommended postfix, but I tried a bunch of different searches "postfix (remove|delete|strip) signature" and didn't find one relevant link. > > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 07, 2010 9:33 AM > To: Josh Narins > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence > > > Hi. > > If you are talking about incoming mail then it's better to use external tool before mailgate. > > If it's outgoing mail then first of all you have to figure out where you insert that text. > > Regards, Ruslan. From phone. > 2010 10 6 18:50 ???????????? "Josh Narins" > ???????: >> How can I do this? >> >> The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. >> >> I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. >> >> I figured it would be rt-mailgate, but I had no luck there. >> >> Thanks in advance, >> >> >> >> Josh Narins >> >> Director of Application Development >> SeniorBridge >> 845 Third Ave >> 7th Floor >> New York, NY 10022 >> Tel: (212) 994-6194 >> Fax: (212) 994-4260 >> Mobile: (917) 488-6248 >> jnarins at seniorbridge.com >> seniorbridge.com >> >> [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] >> >> ________________________________ >> SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mirror at asgard.ch Thu Oct 7 10:04:24 2010 From: mirror at asgard.ch (Gian Luca Decurtins) Date: Thu, 07 Oct 2010 16:04:24 +0200 Subject: [rt-users] Continuous Login (RT 3.8.8) In-Reply-To: References: Message-ID: Hi Thank you for the quick response. > Make sure web* options in RT config match URL you are using. They seem to be correct: thor# grep Web RT_SiteConfig.pm Set($WebPath , '/services/rt'); Set($WebBaseURL , 'https://thor.asgard.ch:443'); If I make changes in RT_SiteConfig.pm, do I have to re-initialize the database with rt-setup-database? > > Regards, Ruslan. From phone. Regards -Luca. From smcstravick at eyelit.com Thu Oct 7 10:08:27 2010 From: smcstravick at eyelit.com (Steve McStravick) Date: Thu, 7 Oct 2010 10:08:27 -0400 Subject: [rt-users] Does RT search in PDF and docx attachments? Message-ID: <01ac01cb6629$1d2b2450$57816cf0$@com> It looks like RT will search in MS Word doc attachments, but I tried to search in a pdf and docx without any luck. Is there configuration/plugin etc. that allows this? I'm running RT 3.8.8, RTFM 3.4.2rc1 and MySQL DB Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From obarrera at sectheory.com Thu Oct 7 11:31:36 2010 From: obarrera at sectheory.com (Orlando Barrera) Date: Thu, 7 Oct 2010 10:31:36 -0500 Subject: [rt-users] User logged out on 'simple search' or ticket creation postgresql Message-ID: <4563F3A73AEFA3479ED25352CFBB7FCF3DE41D50CF@wine01.sectheory.com> I have a problem similar to the issue posted http://lists.bestpractical.com/pipermail/rt-users/2009-October/061722.html however I am using a postgresql database not mysql. Every time a logged in user performs a simple search using only an integer value the user is logged out. RT version 3.8.8 If anyone has any input on resolving the issue please let me know. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From smcstravick at eyelit.com Thu Oct 7 11:44:50 2010 From: smcstravick at eyelit.com (Steve McStravick) Date: Thu, 7 Oct 2010 11:44:50 -0400 Subject: [rt-users] RTFM 2.4.3rc1 feedback Message-ID: <01ba01cb6636$94856b70$bd904250$@com> No Glaring issues, but here is some feedback. 1. ACL - user can click "Update" article even if they don't have the right...luckily permissions on the CF's protect updates. 2. Lists of Classes (e.g. Quick Search, Create an Article)..should be in Alphabetic order (or optionally if you could defined the order, but defaults to alpha) 3. Search KB in menubar, ideally should be a "search all fields" 4. Kwiki formatting for the CFs is confusing, make it VERY difficult to add formatted items,...e.g. if you added some SQL: select a.column, b.column2, c.column3 from table1 a inner join table2 b on (a.id = b.id) it turns into a numbered list and adds line padding,etc....even if you wrap around it. 5. Article # but not the Article name appears in the 'Refers To' link of a ticket. Patched: diff /opt/rt3/local/html/Elements/ShowLink /opt/rt3/share/html/Elements/ShowLink 58c58 < % } elsif ( UNIVERSAL::can($member, 'Name') or UNIVERSAL::isa($member, "RT::FM::Article")) { --- > % } elsif ( UNIVERSAL::can($member, 'Name')) { 6. The Custom Field labels (when viewing a ticket) blend in to the content..I modified the CSS for CFs in general to make them stand out a bit. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From lanang.sejagat at gmail.com Thu Oct 7 15:38:37 2010 From: lanang.sejagat at gmail.com (Lanang Sejagat) Date: Fri, 8 Oct 2010 03:38:37 +0800 Subject: [rt-users] Automatic multiple child ticket Message-ID: Hi guys, I've been asked to setup rt for a POC (proof of concept). I'm totally new to rt and perl, but managed to installed rt 3.8.8 and some of it extension. For the POC the main concern is the ability to automatically create multiple child ticket when a custom field is selected in a ticket. The custom field data and how many child ticket will be generated is taken from an external database. I know this can be done, as I saw some example from the mailing list, but this not a concern at the moment, maybe I ask for help later. For now, I just created the custom field with a few example value, and when this value is selected, it will generated a pre-determined child ticket said that 3 - 5 child ticket.For example in the custom field data I have trunk 1, trunk 2 and trunk 3, and when a ticket is created with the custom field value trunk 1, it will automatically generated 3 child ticket , circuit 1, circuit 2, and circuit 3, trunk 2 will generated 5 child ticket and trunk 3 will generated 7 child ticket. Is there an example for this ? One other thing, for the above, can the the parent ticket be resolved without being closed until all the child ticket has been closed ? Basically this is for a telco company, They have fibre trunks where there is a lot of circuit in it. If the fibre trunk has problem than all the circuit in the particular trunk will also have problem, so when they created a ticket for the trunk, it will automatically created child ticket for all the circuit in the trunk, the trunk problem can be resolved or identitfy faster, but cannot be closed until all the child ticket has been resolved or closed. The child ticket has to resolved / closed one by one. I hv created a combo box custom field with trunk 1,2 and 3 for the value, in the general queue, but that as far as I get, could anybody help ? Regards Din Magnifix Sdn Bhd -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Oct 7 16:38:28 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Oct 2010 16:38:28 -0400 Subject: [rt-users] RTFM 2.4.3rc1 feedback In-Reply-To: <01ba01cb6636$94856b70$bd904250$@com> References: <01ba01cb6636$94856b70$bd904250$@com> Message-ID: <20101007203828.GN4363@jibsheet.com> On Thu, Oct 07, 2010 at 11:44:50AM -0400, Steve McStravick wrote: > No Glaring issues, but here is some feedback. Steve Thanks for reporting your experience, it helps me know that 2.4.3rc1 is probably ready for release. Do you mind sending a few of your comments into rtfm-bugs at bestpractical.com so they get into the tracker? I have a few clarification questions below. > 1. ACL - user can click "Update" article even if they don't have the right...luckily > permissions on the CF's protect updates. > > 2. Lists of Classes (e.g. Quick Search, Create an Article)..should be in Alphabetic > order (or optionally if you could defined the order, but defaults to alpha) Is this on the Select Class page or something else? > 3. Search KB in menubar, ideally should be a "search all fields" I assume you mean 'search all custom fields' rather than the 'search name and description' that currently exists? You could certainly port the code from the SelfService search bar. > 4. Kwiki formatting for the CFs is confusing, make it VERY difficult to add formatted > items,...e.g. if you added some SQL: Wiki Custom Fields aren't Kwiki syntax, and you may just want plain text fields for RTFM. > select a.column, > > b.column2, > > c.column3 > > from table1 a inner join table2 b on (a.id = b.id) > > it turns into a numbered list and adds line padding,etc....even if you wrap around it. > > 5. Article # but not the Article name appears in the `Refers To' link of a ticket. Interesting. We probably just want to add a Name method to Articles instead of patching RT here, but please raise this in the bug tracker. > Patched: > > diff /opt/rt3/local/html/Elements/ShowLink /opt/rt3/share/html/Elements/ShowLink > > 58c58 > > < % } elsif ( UNIVERSAL::can($member, 'Name') or UNIVERSAL::isa($member, "RT::FM::Article")) { > > --- > > > % } elsif ( UNIVERSAL::can($member, 'Name')) { > > 6. The Custom Field labels (when viewing a ticket) blend in to the content..I modified > the CSS for CFs in general to make them stand out a bit. Similarly, it would be interesting to see CSS tweaks, but I assume these are RT rather than RTFM specific. Those should end up at rt-bugs. Thanks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jvermeul at lakeheadu.ca Thu Oct 7 16:47:55 2010 From: jvermeul at lakeheadu.ca (Joe Vermeulen) Date: Thu, 7 Oct 2010 16:47:55 -0400 Subject: [rt-users] Upgrading RT 3.8.1 to 3.8.8 Message-ID: Followed the README and ran the upgrade path but there seems to be an issue with ExtractCustomFieldValues; error below: [Thu Oct 07 16:22:06 2010] [error] Require of RT::Action::ExtractCustomFieldValues failed.\nCan't locate RT/Action/ExtractCustomFieldValues.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 3061) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n [Thu Oct 07 16:22:06 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt-test.lakeheadu.ca:0, exiting... I removed RTFM as an extension incase it was causing an error and no help. Also checked dependecies with no errors. RHEL 5.5, MySQL 5.1.51, Perl 5.8.8, Apache 2.2.3 -- Joe Vermeulen Lakehead University Technology Services Centre From falcone at bestpractical.com Thu Oct 7 16:53:25 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Oct 2010 16:53:25 -0400 Subject: [rt-users] Upgrading RT 3.8.1 to 3.8.8 In-Reply-To: References: Message-ID: <20101007205325.GO4363@jibsheet.com> On Thu, Oct 07, 2010 at 04:47:55PM -0400, Joe Vermeulen wrote: > Followed the README and ran the upgrade path but there seems to be an > issue with ExtractCustomFieldValues; error below: Looks like you installed RT-Extension-ExtractCustomFieldValues but haven't enabled it as a plugin for the Scrip which is using it. -kevin > [Thu Oct 07 16:22:06 2010] [error] Require of > RT::Action::ExtractCustomFieldValues failed.\nCan't locate > RT/Action/ExtractCustomFieldValues.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at (eval 3061) line 3.\n\nCompilation failed in require at > (eval 2) line 1.\n > [Thu Oct 07 16:22:06 2010] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server rt-test.lakeheadu.ca:0, exiting... > > I removed RTFM as an extension incase it was causing an error and no > help. Also checked dependecies with no errors. > > RHEL 5.5, MySQL 5.1.51, Perl 5.8.8, Apache 2.2.3 > > -- > Joe Vermeulen > Lakehead University > Technology Services Centre > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sebsua at gmail.com Thu Oct 7 18:44:48 2010 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 7 Oct 2010 19:44:48 -0300 Subject: [rt-users] Templates after upgrade Message-ID: Hi, just upgrade to 3.9.4 to test the new version. All process went ok. Doing some testing i notice that the codes within the templates is not working as expected. Example - On create a new Ticket i do receive the email, but instead of the subject i gpt "AutoReply: {$Ticket->Subject}". Any advice? Thanks. Seb. From max.clark at gmail.com Thu Oct 7 18:48:50 2010 From: max.clark at gmail.com (Max Clark) Date: Thu, 7 Oct 2010 15:48:50 -0700 Subject: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence In-Reply-To: References: Message-ID: Josh, This wouldn't be something native inside of postfix. You could approach this two different ways. In the system aliases/virtual configuration instead of piping to rt-mailgate, pipe to your perl program clean the message and then send it to the rt-mailgate script. You could also specify an external delivery mechanism in postfix's master.cf and then call to this program in the virtual or transport maps. -Max On Thu, Oct 7, 2010 at 6:34 AM, Josh Narins wrote: > That may be true, but I know exactly how to do what I want in perl, but > don't know anything about how this would happen in postfix. > > > > Someone else, offlist, recommended postfix, but I tried a bunch of > different searches "postfix (remove|delete|strip) signature" and didn't find > one relevant link. > > > > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > *From:* ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] *On > Behalf Of *Ruslan Zakirov > *Sent:* Thursday, October 07, 2010 9:33 AM > *To:* Josh Narins > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Stripping Confidentiality and other stuff from > emailed tickets, comments, correspondence > > > > Hi. > > If you are talking about incoming mail then it's better to use external > tool before mailgate. > > If it's outgoing mail then first of all you have to figure out where you > insert that text. > > Regards, Ruslan. From phone. > > 2010 10 6 18:50 ???????????? "Josh Narins" > ???????: > > How can I do this? > > > > The company automatically puts a lot of information at the bottom of each > email and between that and the commenting of the original message it gets to > be quite excessive. > > > > I'm happy to modify RT's perl/Mason code directly, if that's what is > required, as long someone tells me where. > > > > I figured it would be rt-mailgate, but I had no luck there. > > > > Thanks in advance, > > > > > > > > Josh Narins > > > > Director of Application Development > > SeniorBridge > > 845 Third Ave > > 7th Floor > > New York, NY 10022 > > Tel: (212) 994-6194 > > Fax: (212) 994-4260 > > Mobile: (917) 488-6248 > > jnarins at seniorbridge.com > > seniorbridge.com > > > > [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] > > > > ________________________________ > > SeniorBridge Statement of Confidentiality: The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken recipient > is strictly prohibited. In said event, kindly reply to the sender and > destroy all entries of this message and any attachments from your system. > Thank you. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 7 21:59:37 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Oct 2010 05:59:37 +0400 Subject: [rt-users] Continuous Login (RT 3.8.8) In-Reply-To: References: Message-ID: Hi. WebPath is correct. Drop WenBaseURL. Set properly WebDomain and WebPort. Regards, Ruslan. From phone. 2010 10 7 18:04 ???????????? "Gian Luca Decurtins" ???????: > Hi > > Thank you for the quick response. > >> Make sure web* options in RT config match URL you are using. > > They seem to be correct: > > thor# grep Web RT_SiteConfig.pm > Set($WebPath , '/services/rt'); > Set($WebBaseURL , 'https://thor.asgard.ch:443'); > > If I make changes in RT_SiteConfig.pm, do I have to re-initialize the > database with rt-setup-database? > >> >> Regards, Ruslan. From phone. > > Regards > -Luca. > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 7 22:07:51 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Oct 2010 06:07:51 +0400 Subject: [rt-users] Truncate display of Custom Field in Query In-Reply-To: References: Message-ID: Hi. You have to add a new ColumnMap that truncates CF values. There is no such out of the box in RT. Regards, Ruslan. From phone. 2010 10 2 02:06 ???????????? "Kenneth Crocker" ???????: > To list, > > I want to run a Query in RT and I want to truncate the value in one of the > Custom Fields I'm displaying and don't know how to do that. > > Does anyone have a way to do that? > > Kenn > LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 7 22:15:16 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Oct 2010 06:15:16 +0400 Subject: [rt-users] Using qx in scrip to run a shell script? In-Reply-To: <007001cb61a8$a46a9700$ed3fc500$@com> References: <006501cb619a$b0a544b0$11efce10$@com> <007001cb61a8$a46a9700$ed3fc500$@com> Message-ID: Hi. I'm very sure executing external program from a scrip works. However, to be safe you should use modules that catch all std streams or at very least make sure you catch stdout of the program you exec. Regards, Ruslan. From phone. 2010 10 2 00:39 ???????????? "Peter Roosakos" ???????: > Yeah, probably a bad idea to be using RT scrips to do this from a security > standpoint, but when it didn't work it peaked my curiosity. I'll play with > rights to see if this is indeed the only reason it didn't work... > > Thanks for the reply! > > Peter > > > -----Original Message----- > From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] > Sent: Friday, October 01, 2010 12:08 PM > To: Peter Roosakos > Cc: rt-users > Subject: Re: [rt-users] Using qx in scrip to run a shell script? > > On Fri, Oct 1, 2010 at 14:58, Peter Roosakos wrote: >> I was curious if it is possible to use the perl ?qx? or similar command >> inside of a custom action scrip to run a system level shell script. My > goal >> is to automate the process of restarting a system service or daemon. I >> tried putting a couple of qx commands in the scrip. No errors, but no >> restart either. > Unless it's poorly configured, your webserver should not be root and > therefore > iughtn't not have the rights to do this. > > Although more complex, if I were keen on such functionality, I'd have the > script send a magic cookie to an alias connected to a script that does your > dirty deed. Security of said script is left as a a blanket for the user to > throw > right out the door, but rejecting messages not originating on localhost > would > be a start. > > Otherwise have you considered *shudder* SNMP? > -- > Cambridge Energy Alliance: Save money. Save the planet. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From festivus at gmail.com Fri Oct 8 00:50:13 2010 From: festivus at gmail.com (Andrew Best) Date: Fri, 8 Oct 2010 15:50:13 +1100 Subject: [rt-users] Organization Change Message-ID: Afternoon, I've just realised that an RT instance that was upgraded and migrated to a new host had a change of $Organization during the upgrade/migration. The list archives mention a wiki article which tells you how to fix this but I havent been able to find the article. Has anyone got a link handy? Regards Andrew -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Avenger1 at atlas.sk Fri Oct 8 03:11:43 2010 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Fri, 8 Oct 2010 00:11:43 -0700 (PDT) Subject: [rt-users] Translation to Slovak Language Message-ID: <29912971.post@talk.nabble.com> Hello In the user interface there is an option to switch into Slovak. But the language is 90% Czech. Is there some file, which we can translate and upload into our RT ? To have 100% slovak translation. Miroslav -- View this message in context: http://old.nabble.com/Translation-to-Slovak-Language-tp29912971p29912971.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Fri Oct 8 08:42:34 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Oct 2010 16:42:34 +0400 Subject: [rt-users] Translation to Slovak Language In-Reply-To: <29912971.post@talk.nabble.com> References: <29912971.post@talk.nabble.com> Message-ID: Hi. You either can write a po file yourself or better use launchpad site for online translation. If you use the site then we include translation into RT distribution once you pass some percentage. Regards, Ruslan. From phone. 2010 10 8 11:12 ???????????? "Miroslav Horvath" ???????: > > Hello > > In the user interface there is an option to switch into Slovak. But the > language is 90% Czech. Is there some file, which we can translate and upload > into our RT ? To have 100% slovak translation. > > Miroslav > -- > View this message in context: http://old.nabble.com/Translation-to-Slovak-Language-tp29912971p29912971.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 8 08:47:30 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Oct 2010 16:47:30 +0400 Subject: [rt-users] Organization Change In-Reply-To: References: Message-ID: Hi. Organization change influence links and you have to update the table in the DB. Regards, Ruslan. From phone. 2010 10 8 08:50 ???????????? "Andrew Best" ???????: > Afternoon, > > I've just realised that an RT instance that was upgraded and migrated to a > new host had a change of $Organization during the upgrade/migration. > The list archives mention a wiki article which tells you how to fix this but > I havent been able to find the article. Has anyone got a link handy? > > Regards > Andrew > > -- > Never be afraid to try something new. Remember, amateurs built the ark, and > professionals built the Titanic. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Fri Oct 8 08:55:21 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 8 Oct 2010 08:55:21 -0400 Subject: [rt-users] Contribution: Connecting SVN and RT Message-ID: I've worked at a lot of places, even with people who supposedly knew what they were doing. I appreciate the best practices model described in this paper: http://www.perforce.com/perforce/papers/bestpractices.html I'd describe the difference between perforce and subversion thusly: perforce lacks a decent "svn status" command but closely integrates the concept of "changesets" to its workflow. A changeset is connected group of changes across one(uninterestingly) or more files representing one feature or fix. So, here at my new company, I developed an integrated incident, problem and change management system using RT and Subversion. I think it might even work better with git, but that's how it goes, sometimes. Below is how I keep subversion changes tied into RT. Later, tickets are released to QA and then production via their ticket number. By using the mainline, rather than promotion, model, certain things remain relatively sane over time. All commits go to the trunk branch, and please don't commit anything that breaks anyone else's code. :) And, yes, I probably should have used placeholders and bind variables. However, it isn't like the input is coming from complete strangers. #!/usr/bin/perl # if the file's commit message includes a ticket #, add those tickets to RT # svn commit -m "#123 these files get attached to ticket #123" # the id of the 'Files' customfield in the customfields table # yes, it could be a subselect our $customfield = 5; our $path_to_log = "/path/to/file"; use strict; use warnings; use DBI; use DBD::Pg; use Data::Dumper qw(Dumper); use constant SVNLOOK => '/usr/bin/svnlook'; # include BEGIN block in your commit hooks # to prevent people from getting funny and providing # their own versions of perl libraries, especially # important if the subversion post-commit user has # any privileges BEGIN { pop @INC; # removes . @INC = grep { !m{^/home} } @INC; } my $log = open_log($path_to_log); my ($repos, $rev) = @ARGV; print $log "Repo: $repos\nRev : $rev\n"; my $dbh = DBI->connect('dbi:Pg:dbname=rt3', 'rt_user', 'rt_pass'); print $log "Got db connection\n"; exit(1) unless my ($author, $ticket) = in_log_message($repos, $rev); print $log join "\n", '-' x 80, "Author: $author\nTicket: $ticket", ''; exit(1) unless my $rt_user_id = find_author_in_rt($dbh, $author); print $log "RT User ID: $rt_user_id\n"; my ($adds, $dels, $mods) = find_changed_files($repos, $rev); # maybe just a property change, or something exit unless %$adds || %$dels || %$mods; my ($old_row_id, %files) = files_currently_in_ticket($dbh, $ticket); my $exit = update_ticket( $rev, $dbh, $old_row_id, $rt_user_id, $ticket, \%files, $adds, $mods, $dels ); exit; # nothing but subs sub update_ticket { my ( $rev, $dbh, $old_row_id, $rt_user_id, $ticket, $current, $adds, $mods, $dels ) = @_; print $log Dumper(\@_); my %files; foreach my $file (keys %$current) { next if !$file or exists $dels->{$file}; $files{$file} = $current->{$file}; } # overwrite revision if modified foreach my $file (keys %$adds, keys %$mods) { next if !$file or exists $dels->{$file}; $files{$file} = $rev; } my $raw = join "\n", map { $_ . '@' . $files{$_} } keys %files; my ($content, $largecontent, $type, $encoding) = length($raw) > 255 ? ('', $raw, 'text/plain', 'none') : ($raw, '', '', ''); my $query = " insert into objectcustomfieldvalues( customfield,objecttype,objectid,content,largecontent,contenttype, contentencoding,creator,created,lastupdatedBy,lastupdated ) values ( $customfield,'RT::Ticket',$ticket,'$content','$largecontent','$type', '$encoding',$rt_user_id,now(),$rt_user_id,now() ) "; print $log $query, "\n"; my $sth = $dbh->prepare($query); $sth->execute() or die $sth->errstr; if ($old_row_id) { my $update = " update objectcustomfieldvalues set disabled = 1 where id = $old_row_id "; $sth = $dbh->prepare($update); my $rv = $sth->execute(); die $sth->errstr unless defined $rv; } } sub files_currently_in_ticket { my ($dbh, $ticket) = @_; my $sth = $dbh->prepare(" select id, content, contenttype, largecontent from objectcustomfieldvalues where objecttype = 'RT::Ticket' and objectid = $ticket and customfield = $customfield and disabled = 0 "); $sth->execute(); return 0 unless $sth->rows; my $row = $sth->fetchrow_hashref(); my $content = $row->{largecontent} || $row->{content}; my $id = $row->{id}; print $log "Content: $content\n"; my %files; my @lines = grep /\S/, split /\n/, $content; # some of this block relates to handling # earlier versions of the commit hook foreach my $line (@lines) { $line =~ s/^\s*//; $line =~ s/\s*$//; next unless $line; if ($line =~ s/\@(\d+)//) { $files{$line} = $1; } else { $files{$line} = ''; } } print $log Dumper(\%files); return 0 unless keys %files; return ($id, %files); } sub in_log_message { my ($repos, $rev) = @_; my @svnlooklines = read_from_process(SVNLOOK, 'info', $repos, '-r', $rev); my $author = shift @svnlooklines; shift @svnlooklines for 1 .. 2; my $log = join "\n", @svnlooklines; if ($log =~ /\#(\d+)/) { return ($author, $1); } return; } sub find_author_in_rt { my ($dbh, $author) = @_; my $sth = $dbh->prepare("select id from users where name = '$author'"); $sth->execute(); return unless $sth->rows(); my $row = $sth->fetchrow_hashref(); return $row->{id}; } sub find_changed_files { my ($repos, $rev) = @_; my @svnlooklines = read_from_process(SVNLOOK, 'changed', $repos, '-r', $rev); # Parse the changed nodes. my %adds; my %dels; my %mods; foreach my $line (@svnlooklines) { my $path = ''; my $code = ''; # Split the line up into the modification code and path, ignoring # property modifications. if ($line =~ /^(.). (.*)$/) { $code = $1; $path = $2; } (my $subpath = $path) =~ s{^.*?/rosalind2/}{}; if ($code eq 'A') { $adds{$subpath}++; } elsif ($code eq 'D') { $dels{$subpath}++; } else { $mods{$subpath}++; } } return (\%adds, \%dels, \%mods); } sub open_log { my $file = shift; umask 0002; open my $fh, ">>$file" or die "Coudln't open `$file': $!"; return $fh; } # the below is copied from commit-email.pl from subversion # Start a child process safely without using /bin/sh. sub safe_read_from_pipe { unless (@_) { croak "$0: safe_read_from_pipe passed no arguments.\n"; } my $pid = open(SAFE_READ, '-|'); unless (defined $pid) { die "$0: cannot fork: $!\n"; } unless ($pid) { open(STDERR, ">&STDOUT") or die "$0: cannot dup STDOUT: $!\n"; exec(@_) or die "$0: cannot exec `@_': $!\n"; } my @output; while () { s/[\r\n]+$//; push(@output, $_); } close(SAFE_READ); my $result = $?; my $exit = $result >> 8; my $signal = $result & 127; my $cd = $result & 128 ? "with core dump" : ""; if ($signal or $cd) { warn "$0: pipe from `@_' failed $cd: exit=$exit signal=$signal\n"; } if (wantarray) { return ($result, @output); } else { return $result; } } # Use safe_read_from_pipe to start a child process safely and return # the output if it succeeded or an error message followed by the output # if it failed. sub read_from_process { unless (@_) { croak "$0: read_from_process passed no arguments.\n"; } my ($status, @output) = &safe_read_from_pipe(@_); if ($status) { return ("$0: `@_' failed with this output:", @output); } else { return @output; } } Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 8 09:07:37 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Oct 2010 17:07:37 +0400 Subject: [rt-users] Automatic multiple child ticket In-Reply-To: References: Message-ID: Hi. For this you usually use scrips. You need custom condition and custom action. Check out snippets on the wiki. RT has only resolved status by default and no closed. Here you can either add a new status or use different linking schema. On status. You add active status fixed and use it to indicate that problem with trunk is fixed, but there are still active dependants. You can not use inactive status and depends on linking. RT wouldn't allow you to resolve top ticket unless all bottom are resolved. You can use parent/child linking and resolve parent at any time. Instead of making first ticket as top most you can create a ticket above it to be parent of all these new circuit tickets. Regards, Ruslan. From phone. 2010 10 7 23:39 ???????????? "Lanang Sejagat" ???????: > Hi guys, > > I've been asked to setup rt for a POC (proof of concept). I'm totally new to > rt and perl, but managed to installed rt 3.8.8 and some of it > extension. For the POC the main concern is the ability to automatically > create multiple child ticket when a custom field is selected in a ticket. > The custom field data and how many child ticket will be generated is taken > from an external database. I know this can be done, as I saw some > example from the mailing list, but this not a concern at the moment, maybe I > ask for help later. > > For now, I just created the custom field with a few example value, and when > this value is selected, it will generated a pre-determined child > ticket said that 3 - 5 child ticket.For example in the custom field data I > have trunk 1, trunk 2 and trunk 3, and when a ticket is created with > the custom field value trunk 1, it will automatically generated 3 child > ticket , circuit 1, circuit 2, and circuit 3, trunk 2 will generated 5 child > ticket and trunk 3 will generated 7 child ticket. Is there an example for > this ? > > One other thing, for the above, can the the parent ticket be resolved > without being closed until all the child ticket has been closed ? > Basically this is for a telco company, They have fibre trunks where there is > a lot of circuit in it. If the fibre trunk has problem than > all the circuit in the particular trunk will also have problem, so when they > created a ticket for the trunk, it will automatically created > child ticket for all the circuit in the trunk, the trunk problem can be > resolved or identitfy faster, but cannot be closed until all the > child ticket has been resolved or closed. The child ticket has to resolved / > closed one by one. > > I hv created a combo box custom field with trunk 1,2 and 3 for the value, in > the general queue, but that as far as I get, could anybody > help ? > > Regards > Din > Magnifix Sdn Bhd -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 8 09:10:50 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Oct 2010 17:10:50 +0400 Subject: [rt-users] Does RT search in PDF and docx attachments? In-Reply-To: <01ac01cb6629$1d2b2450$57816cf0$@com> References: <01ac01cb6629$1d2b2450$57816cf0$@com> Message-ID: Hi. No, there is no configuration or plugin. Search in doc files is just a side effect. Regards, Ruslan. From phone. 2010 10 7 18:09 ???????????? "Steve McStravick" ???????: > It looks like RT will search in MS Word doc attachments, but I tried to > search in a pdf and docx without any luck. > Is there configuration/plugin etc. that allows this? > I'm running RT 3.8.8, RTFM 3.4.2rc1 and MySQL DB > > Thanks > Steve > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lanang.sejagat at gmail.com Fri Oct 8 10:13:25 2010 From: lanang.sejagat at gmail.com (Lanang Sejagat) Date: Fri, 8 Oct 2010 22:13:25 +0800 Subject: [rt-users] Automatic multiple child ticket In-Reply-To: References: Message-ID: Hi Ruslan, Thanks for the lead, will *definitely look into the suggestions. Rgds Din * On Fri, Oct 8, 2010 at 9:07 PM, Ruslan Zakirov wrote: > Hi. > > For this you usually use scrips. You need custom condition and custom > action. Check out snippets on the wiki. > > RT has only resolved status by default and no closed. Here you can either > add a new status or use different linking schema. > > On status. You add active status fixed and use it to indicate that problem > with trunk is fixed, but there are still active dependants. You can not use > inactive status and depends on linking. RT wouldn't allow you to resolve top > ticket unless all bottom are resolved. > > You can use parent/child linking and resolve parent at any time. > > Instead of making first ticket as top most you can create a ticket above it > to be parent of all these new circuit tickets. > > Regards, Ruslan. From phone. > 2010 10 7 23:39 ???????????? "Lanang Sejagat" > ???????: > > > Hi guys, > > > > I've been asked to setup rt for a POC (proof of concept). I'm totally new > to > > rt and perl, but managed to installed rt 3.8.8 and some of it > > extension. For the POC the main concern is the ability to automatically > > create multiple child ticket when a custom field is selected in a ticket. > > The custom field data and how many child ticket will be generated is > taken > > from an external database. I know this can be done, as I saw some > > example from the mailing list, but this not a concern at the moment, > maybe I > > ask for help later. > > > > For now, I just created the custom field with a few example value, and > when > > this value is selected, it will generated a pre-determined child > > ticket said that 3 - 5 child ticket.For example in the custom field data > I > > have trunk 1, trunk 2 and trunk 3, and when a ticket is created with > > the custom field value trunk 1, it will automatically generated 3 child > > ticket , circuit 1, circuit 2, and circuit 3, trunk 2 will generated 5 > child > > ticket and trunk 3 will generated 7 child ticket. Is there an example for > > this ? > > > > One other thing, for the above, can the the parent ticket be resolved > > without being closed until all the child ticket has been closed ? > > Basically this is for a telco company, They have fibre trunks where there > is > > a lot of circuit in it. If the fibre trunk has problem than > > all the circuit in the particular trunk will also have problem, so when > they > > created a ticket for the trunk, it will automatically created > > child ticket for all the circuit in the trunk, the trunk problem can be > > resolved or identitfy faster, but cannot be closed until all the > > child ticket has been resolved or closed. The child ticket has to > resolved / > > closed one by one. > > > > I hv created a combo box custom field with trunk 1,2 and 3 for the value, > in > > the general queue, but that as far as I get, could anybody > > help ? > > > > Regards > > Din > > Magnifix Sdn Bhd > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvermeul at lakeheadu.ca Fri Oct 8 10:30:10 2010 From: jvermeul at lakeheadu.ca (Joe Vermeulen) Date: Fri, 8 Oct 2010 10:30:10 -0400 Subject: [rt-users] Upgrading RT 3.8.1 to 3.8.8 Message-ID: Thanks Kevin, it was an extension issue with it not being loaded properly. That's what I had originally figured but I had the syntax slightly off and now it is working. Anyway incase anybody else runs into this issue for the mailing list archive it's (in RT_SiteConfig.pm with RT v3.8.x): Set(@Plugins,qw(RT::Extension::ExtractCustomFieldValues)); > > ------------------------------ > > Message: 4 > Date: Thu, 7 Oct 2010 16:53:25 -0400 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrading RT 3.8.1 to 3.8.8 > Message-ID: <20101007205325.GO4363 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Thu, Oct 07, 2010 at 04:47:55PM -0400, Joe Vermeulen wrote: >> Followed the README and ran the upgrade path but there seems to be an >> issue with ExtractCustomFieldValues; error below: > > Looks like you installed RT-Extension-ExtractCustomFieldValues but > haven't enabled it as a plugin for the Scrip which is using it. > > -kevin > >> [Thu Oct 07 16:22:06 2010] [error] Require of >> RT::Action::ExtractCustomFieldValues failed.\nCan't locate >> RT/Action/ExtractCustomFieldValues.pm in @INC (@INC contains: >> /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib >> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl >> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . >> /etc/httpd) at (eval 3061) line 3.\n\nCompilation failed in require at >> (eval 2) line 1.\n >> [Thu Oct 07 16:22:06 2010] [error] Can't load Perl file: >> /opt/rt3/bin/webmux.pl for server rt-test.lakeheadu.ca:0, exiting... >> >> I removed RTFM as an extension incase it was causing an error and no >> help. ?Also checked dependecies with no errors. >> >> RHEL 5.5, MySQL 5.1.51, Perl 5.8.8, Apache 2.2.3 >> >> -- >> Joe Vermeulen >> Lakehead University >> Technology Services Centre >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > URL: > -- Joe Vermeulen Lakehead University Technology Services Centre From leonardo at softel.cu Fri Oct 8 10:27:43 2010 From: leonardo at softel.cu (Leonardo Cuyar Morales) Date: Fri, 8 Oct 2010 10:27:43 -0400 (CDT) Subject: [rt-users] ldap auth In-Reply-To: Message-ID: <11163763.3040.1286548063329.JavaMail.root@zimbra> is there anybody succesfully configure rt3.6 auth against ldap? From smcstravick at eyelit.com Fri Oct 8 11:08:45 2010 From: smcstravick at eyelit.com (Steve McStravick) Date: Fri, 8 Oct 2010 11:08:45 -0400 Subject: [rt-users] RTFM 2.4.3rc1 feedback In-Reply-To: References: Message-ID: <020501cb66fa$b44ea060$1cebe120$@com> Ok, I'll post some of these finds to rtfm-bugs. >> 2. Lists of Classes (e.g. Quick Search, Create an Article)..should be in Alphabetic >> order (or optionally if you could defined the order, but defaults to alpha) >Is this on the Select Class page or something else? This is in: Overview->Quick search and Create an article, http://{my_server}/rt3/RTFM/index.html Articles->Search http://{my_server}rt3/RTFM/Article/Search.html Articles->New Article http://{my_server}/rt3/RTFM/Article/PreCreate.html Topics http://{my_server}/rt3/RTFM/Topics.html Configuration->Classes->Select Class http://{my_server}/rt3/Admin/RTFM/Classes/index.html I also noticed when you go to the "Configuration" tab you get the RT "create Ticket" and Search at the top, rather than the Search KB >> 3. Search KB in menubar, ideally should be a "search all fields" >I assume you mean 'search all custom fields' rather than the 'search >name and description' that currently exists? You could certainly port >the code from the SelfService search bar. Yes. Search->Content->Any field I think this is useful, since for a Knowledge base you're usually looking for keywords rather than the name/description I'll try my had at porting the code over, though I'm not a Perl guy! >> 4. Kwiki formatting for the CFs is confusing, make it VERY difficult to add formatted >> items,...e.g. if you added some SQL: >Wiki Custom Fields aren't Kwiki syntax, and you may just want plain >text fields for RTFM. Problem with plain text, is I can't embed screenshots etc., yes I can attach them, but the article becomes disconnected. Currently I'm trying "Write Area" (someone suggested that in one of the threads) to add/edit content, and I attach images to an attachment CF, then use that URL to embed it into the article..works great..but I'm having issues with any type of Code....I frequently use SQL, XML, and java properties in my articles, so having some way to do it with nice formatting would be a great help. For a straight FAQ storage you could get away with plaintext, but with a Knowledge Base, it's too limiting. >> 6. The Custom Field labels (when viewing a ticket) blend in to the content..I modified >> the CSS for CFs in general to make them stand out a bit. >Similarly, it would be interesting to see CSS tweaks, but I assume >these are RT rather than RTFM specific. Those should end up at >rt-bugs. Yes they are RT specific...I hadn't adjusted it since upgrading to RTFM 2.4.3rc. Basically I increased the size, bolded and added a light background color. It affects both RT and RTFM. It looks ok in RT too, though not required there. I'll also mention a few other things (do I add this to rtfm-bugs as well?), I know others have commented on it...but it would be REALLY handy to pull in attachments from RTFM articles to Tickets...even if it's just the URL to link to the RTFM article (to avoid filling up the DB with duplicate documents). And Ruslan just responded to another question I had, re: searching IN attachments, which apparently isn't supported...this really should be added to at least RTFM, there appears to be a few OpenSource solutions to this. We should be able to search in pdf, doc, etc., in a KnowledgeBase. My brief search turned up an open source "Sphinx Search" (sphinxsearch DOT com) and using antiword (word 200-2007), docx2txt, pdftotext and OpeOffice::OODoc , which seem to do this...though obviously there would be code involved to actually get it to work with RT/RTFM (if it's possible at all) and way out of my realm....Anyone attempted this? Finally..I'll mention it, but it's not Best Practical's code. I found I'm using tons of CFs in RTFM to handle specific Class requirements, this was a nightmare from a Assignment and Priv point of view, so I thought I'd try using RightsMatrix. Problem is it only works for RT and Asset Tracker...so I've modified it to work with RTFM...problem is, I'm not a Perl guy, so my hacks may be ugly..and since I don't use Asset Tracker, is possible I could have broken it without realizing it. If anyone reading this who knows something about that plugin or wants to clean up my hack, I'd be happy to share it. Steve From kfcrocker at lbl.gov Fri Oct 8 12:05:22 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 8 Oct 2010 09:05:22 -0700 Subject: [rt-users] Truncate display of Custom Field in Query In-Reply-To: References: Message-ID: Ruslan, Thanks. I was looking for an easier way (cause I'm lazy??). Well, It shouldn't be too hard. Kenn LBNL On Thu, Oct 7, 2010 at 7:07 PM, Ruslan Zakirov wrote: > Hi. > > You have to add a new ColumnMap that truncates CF values. There is no such > out of the box in RT. > > Regards, Ruslan. From phone. > 2010 10 2 02:06 ???????????? "Kenneth Crocker" > ???????: > > > To list, > > > > I want to run a Query in RT and I want to truncate the value in one of > the > > Custom Fields I'm displaying and don't know how to do that. > > > > Does anyone have a way to do that? > > > > Kenn > > LBNL > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Oct 8 12:24:37 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 8 Oct 2010 09:24:37 -0700 Subject: [rt-users] Help with "Correspond" condition Message-ID: To List, I have some code that strips information out of the content and sticks it into a Custom Field. IT works great when I trigger it with an condition set for email create tickets. Every time, it works with no problem. However, when I set the condition for "On Correspond" it does nothing. I want to be able to update that Custom FIeld the same way I create it initially and I figured "On Correspond" was the right condition. Apparently not. I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So why doesn't the same code (I copied and pasted) that works for a "Create" not work for "On Correspond"? My error messages (which don't make sense since I am user 146 and am a SuperUser) are below: [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) Can anyone help me on this? I just need to get the condition right. Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghuntress at ciw.edu Fri Oct 8 13:11:13 2010 From: ghuntress at ciw.edu (Garret W. Huntress) Date: Fri, 8 Oct 2010 13:11:13 -0400 Subject: [rt-users] CanonicalizeUserInfo in Email.pm - "Name in use" Message-ID: <09787F07-E5B0-4F98-A0A8-F8999B032FFD@ciw.edu> Gentlemen, I've run into this same issue on our setup where we have users who have multiple e-mail addresses defined in ldap and like to use different ones at different times. A workaround you can do is to setup a canonical rewrite in your MTA to rewrite the "From:" header from any non-primary e-mail address to a primary e-mail address for each of your users. Not ideal, but works. In postfix, it would be something like the following: In main.cf: canonical_maps = hash:/etc/postfix/canonical canonical_classes = envelope_sender, header_sender Then in /etc/postfix/canonical # Do this for each user, you'll want to script it and periodically update maps secondary_user1 at domain user1 at domain tertiary_user1 at domain user1 at domain secondary_user2 at domain user2 at domain tertiary_user2 at domain user2 at domain ... Note that this doesn't fix the inability to add secondary addresses into the RT e-mail field in the user interface when creating tickets or adding people. This just works around the incoming mail part. -Garret > Lars Kristian Klykken wrote: > > Hi! > > > > RT 3.8.1 with RT::Authen::ExternalAuth 0.05 > > > > 1. Upgrade to ExtrernalAuth 0.08. EA 0.05 is not supported for use on > RT-3.8. > > 2. Multiple e-mail addresses for a user with the same username is not > possible at the moment. Primarily because RT does not allow assigning > multiple e-mail addresses to the same user. > > I will be working on functionality for EA 0.09 whereby it will lookup a > user on reception of e-mail, determine if an account already exists with > one of the available e-mail addresses in their LDAP service and if so > log them in with that address, but it is not currently possible in 0.08. > -- > Kind Regards, > __________________________________________________ > > Mike Peachey, IT > Tel: +44 114 281 2655 > Fax: +44 114 281 2951 > Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK > Comp Reg No: 3191371 - Registered In England > http://www.jennic.com > __________________________________________________ -- Garret W. Huntress System Administrator / System Developer Geophysical Laboratory Carnegie Institution of Washington 5251 Broad Branch Road, NW Washington, DC 20015 Email: ghuntress at ciw.edu Phone: (202)-478-8973 AIM: Garret Huntress -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Garret Huntress.vcf Type: text/directory Size: 18045 bytes Desc: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Oct 8 13:40:07 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 8 Oct 2010 10:40:07 -0700 Subject: [rt-users] ldap auth In-Reply-To: <11163763.3040.1286548063329.JavaMail.root@zimbra> References: <11163763.3040.1286548063329.JavaMail.root@zimbra> Message-ID: Leonardo, We are. I'm not an expert on some of this, but I can certainly share with you some of our settings and perhaps that will help. Kenn LBNL On Fri, Oct 8, 2010 at 7:27 AM, Leonardo Cuyar Morales wrote: > is there anybody succesfully configure rt3.6 auth against ldap? > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sebsua at gmail.com Fri Oct 8 16:16:26 2010 From: sebsua at gmail.com (sebsua at gmail.com) Date: Fri, 8 Oct 2010 17:16:26 -0300 Subject: [rt-users] Language on RT 3.9.4 Message-ID: Hi list, On 3.9.4 we can switch the user language. It always displays in default English, no matter what language we select. Any help? Thanks.- From elacour at easter-eggs.com Fri Oct 8 16:43:17 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 8 Oct 2010 22:43:17 +0200 Subject: [rt-users] Moving a queue between RT servers In-Reply-To: <20100507195438.GU22440@easter-eggs.com> References: <4BE434C5.4010607@ias.edu> <20100507195438.GU22440@easter-eggs.com> Message-ID: <20101008204317.GP20513@easter-eggs.com> On Fri, May 07, 2010 at 09:54:38PM +0200, Emmanuel Lacour wrote: > On Fri, May 07, 2010 at 11:41:57AM -0400, Edna Wigderson wrote: > > Hello, > > > > We need to move an RT queue from one production server to another due to > > internal reorganization. Both servers run RT 3.8.x . So a mysql dump & > > restore of the tickets in the queue will be problematic as it might > > cause ticket # conflicts. > > > > Is there any easy/clean way of doing this? > > > > I'm just working on this and have to finish next week ;) > > I'm writing a script using sql on source DB and RT api on target DB. > > Of course, tickets Id will be changed, but I plan to record the old > ticket in a CF. for reference. > As this may be useful for someone else, here is the script I made to copy some queues from an RT 3.4.5 to an RT 3.8.8 with MySQL (should work with most src RT >= 3.4.0 and target RT 3.8.x). It is intended to be run on the target (RT 3.8.x). It will do some direct sql to the src RT and create tickets in the target RT using the RT API. There is some limitations written at top of the script. It's a one shot script that is in the state of "it worked here, may be it can be usefull for you". of course, there is no warranty that it may not destroy all your datas ... -------------- next part -------------- A non-text attachment was scrubbed... Name: sync-tickets.pl Type: text/x-perl Size: 33525 bytes Desc: not available URL: From falcone at bestpractical.com Fri Oct 8 15:46:52 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 8 Oct 2010 15:46:52 -0400 Subject: [rt-users] RTFM 2.4.3rc1 feedback In-Reply-To: <020501cb66fa$b44ea060$1cebe120$@com> References: <20101007203828.GN4363@jibsheet.com> <020501cb66fa$b44ea060$1cebe120$@com> Message-ID: <20101008194652.GP4363@jibsheet.com> On Fri, Oct 08, 2010 at 11:08:45AM -0400, Steve McStravick wrote: > Ok, I'll post some of these finds to rtfm-bugs. > > >> 2. Lists of Classes (e.g. Quick Search, Create an > Article)..should be in Alphabetic > >> order (or optionally if you could defined the order, but defaults to > alpha) > > > >Is this on the Select Class page or something else? > > This is in: > Overview->Quick search and Create an article, > http://{my_server}/rt3/RTFM/index.html > Articles->Search > http://{my_server}rt3/RTFM/Article/Search.html > Articles->New Article > http://{my_server}/rt3/RTFM/Article/PreCreate.html > Topics > http://{my_server}/rt3/RTFM/Topics.html > Configuration->Classes->Select Class > http://{my_server}/rt3/Admin/RTFM/Classes/index.html > > I also noticed when you go to the "Configuration" tab you get the RT "create > Ticket" and Search at the top, rather than the Search KB Internally, there is a SortOrder field, but it isn't exposed. I expect that to change, but please file a bug about it. > Problem with plain text, is I can't embed screenshots etc., yes I can attach > them, but the article becomes disconnected. Currently I'm trying "Write > Area" (someone suggested that in one of the threads) to add/edit content, > and I attach images to an attachment CF, then use that URL to embed it into > the article..works great..but I'm afraid I'm not familiar with 'Write Area'. If you want to learn more about the wiki syntax in use, you can check out the Text::WikiText module on cpan. > I'll also mention a few other things (do I add this to rtfm-bugs as well?), > I know others have commented on it...but it would be REALLY handy to pull in > attachments from RTFM articles to Tickets...even if it's just the URL to > link to the RTFM article (to avoid filling up the DB with duplicate > documents). > And Ruslan just responded to another question I had, re: searching IN > attachments, which apparently isn't supported...this really should be added > to at least RTFM, there appears to be a few OpenSource solutions to this. > We should be able to search in pdf, doc, etc., in a KnowledgeBase. My brief > search turned up an open source "Sphinx Search" (sphinxsearch DOT com) and > using antiword (word 200-2007), docx2txt, pdftotext and OpeOffice::OODoc , > which seem to do this...though obviously there would be code involved to > actually get it to work with RT/RTFM (if it's possible at all) and way out > of my realm....Anyone attempted this? This is a relatively complex piece of development. > Finally..I'll mention it, but it's not Best Practical's code. I found I'm > using tons of CFs in RTFM to handle specific Class requirements, this was a > nightmare from a Assignment and Priv point of view, so I thought I'd try > using RightsMatrix. Problem is it only works for RT and Asset Tracker...so > I've modified it to work with RTFM...problem is, I'm not a Perl guy, so my > hacks may be ugly..and since I don't use Asset Tracker, is possible I could > have broken it without realizing it. If anyone reading this who knows > something about that plugin or wants to clean up my hack, I'd be happy to > share it. You can send patches to the appropriate queue on rt.cpan.org, there is an email address you can use specific to that module. That way the author involved can evaluate your code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Oct 8 16:13:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 8 Oct 2010 16:13:36 -0400 Subject: [rt-users] RTFM 2.4.3rc1 feedback In-Reply-To: <020501cb66fa$b44ea060$1cebe120$@com> References: <20101007203828.GN4363@jibsheet.com> <020501cb66fa$b44ea060$1cebe120$@com> Message-ID: <20101008201336.GR4363@jibsheet.com> I realize I forgot to address this point. On Fri, Oct 08, 2010 at 11:08:45AM -0400, Steve McStravick wrote: > I know others have commented on it...but it would be REALLY handy to pull in > attachments from RTFM articles to Tickets...even if it's just the URL to > link to the RTFM article (to avoid filling up the DB with duplicate > documents). Unfortunately, sending attachments isn't quite as easy as I'd like it to be. Especially maintaining formatting with the rich text editor. Sending a URL will only work in environments where all users have access to RT. If folks are using RT to correspond with users who never see the web UI, it isn't a solution. Adding "Add a link to this Article" wouldn't be terribly difficult. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jesse at bestpractical.com Fri Oct 8 17:26:59 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Oct 2010 17:26:59 -0400 Subject: [rt-users] Contribution: Connecting SVN and RT In-Reply-To: References: Message-ID: <20101008212659.GH29463@bestpractical.com> Josh, While it may have needed customization to do exactly what you're trying to do, is there a reason you didn't start with http://search.cpan.org/dist/RT-Integration-SVN/? Best, Jesse From jnarins at seniorbridge.com Fri Oct 8 17:45:28 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 8 Oct 2010 17:45:28 -0400 Subject: [rt-users] Contribution: Connecting SVN and RT In-Reply-To: <20101008212659.GH29463@bestpractical.com> References: <20101008212659.GH29463@bestpractical.com> Message-ID: Primarily, because I didn't know it existed. Secondarily because, even though I looked through the code, I'm still fuzzy on exactly what a ticket looks like after the update. It changes the Links? Aren't Links usually to other tickets? So far I've just merged tickets, and made some depend on others. Can a RefersTo store an arbitrary text string like path/under/repo at 123? For those who don't know, @123 is subversion's "pin revision syntax." Thirdly, my way is a bit less work. The commit hook, since it has access to the svnlook output, has the owner, repository, revisions, and so on. I feel, with my basic understanding of your code, that mine can accomplish the same overall amount of work with less effort. > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Friday, October 08, 2010 5:27 PM > To: Josh Narins > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Contribution: Connecting SVN and RT > > > Josh, > > While it may have needed customization to do exactly what you're trying > to do, is there a reason you didn't start with > http://search.cpan.org/dist/RT-Integration-SVN/? > > Best, > Jesse From jesse at bestpractical.com Fri Oct 8 17:56:15 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Oct 2010 17:56:15 -0400 Subject: [rt-users] Contribution: Connecting SVN and RT In-Reply-To: References: <20101008212659.GH29463@bestpractical.com> Message-ID: <20101008215615.GK29463@bestpractical.com> On Fri, Oct 08, 2010 at 05:45:28PM -0400, Josh Narins wrote: > Primarily, because I didn't know it existed. > > Secondarily because, even though I looked through the code, I'm still fuzzy on exactly what a ticket looks like after the update. It changes the Links? Aren't Links usually to other tickets? So far I've just merged tickets, and made some depend on others. Can a RefersTo store an arbitrary text string like path/under/repo at 123? For those who don't know, @123 is subversion's "pin revision syntax." Yes. RT lets you plug in arbitrary URI schemes. So we added a svn one. So. this code adds a link from the ticket to the commit when the commit includes a [ticket #2313] in the commit message. It also lets you update the ticket from the commit message with certain key:value pairs and adds commit messages to ticket history. > > Thirdly, my way is a bit less work. The commit hook, since it has access to the svnlook output, has the owner, repository, revisions, and so on. I feel, with my basic understanding of your code, that mine can accomplish the same overall amount of work with less effort. I'm a big fan of the loose coupling "webhook" style provoked poll of RT-Integration-SVN, but really whatever works for you works ;) -Jesse > From jesse at bestpractical.com Fri Oct 8 16:30:13 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 08 Oct 2010 13:30:13 -0700 Subject: [rt-users] Language on RT 3.9.4 In-Reply-To: References: Message-ID: <93f2f2e8-d2dd-498c-9456-462a5d8aa33d@email.android.com> I believe we've fixed this for the next 3.9 beta "sebsua at gmail.com" wrote: >Hi list, > >On 3.9.4 we can switch the user language. It always displays in >default English, no matter what language we select. > >Any help? > >Thanks.- > >RT Training in Washington DC, USA on Oct 25 & 26 2010 >Last one this year -- Learn how to get the most out of RT! -- Sent from my Android phone with K-9 Mail. Please excuse my brevity. From ruz at bestpractical.com Fri Oct 8 21:03:47 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 9 Oct 2010 05:03:47 +0400 Subject: [rt-users] Help with some bounce emails In-Reply-To: <20101004211954.GI4363@jibsheet.com> References: <4CA93434.9040208@onthenet.com.au> <20101004211954.GI4363@jibsheet.com> Message-ID: On Tue, Oct 5, 2010 at 1:19 AM, Kevin Falcone wrote: > On Mon, Oct 04, 2010 at 05:40:32PM -0300, sebsua at gmail.com wrote: >> On Sun, Oct 3, 2010 at 10:56 PM, Leigh Havas wrote: >> > I had the same problem. >> > Try using this in your RT_SiteConfig.pm: >> > >> > #Make outbound email go via queue email address >> > Set($SetOutgoingMailFrom, 1); >> >> I dont see that code in RT_SiteConfig at RT 3.6.10. You mean i need to add it? > > That option did not exist until recent 3.8 releases In 3.6 you use -f command line argument of sendmail. Use SendmailArguments in the RT config. > > -kevin > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From falcone at bestpractical.com Fri Oct 8 21:09:08 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 8 Oct 2010 21:09:08 -0400 Subject: [rt-users] Help with some bounce emails In-Reply-To: References: <4CA93434.9040208@onthenet.com.au> <20101004211954.GI4363@jibsheet.com> Message-ID: <20101009010908.GS4363@jibsheet.com> On Sat, Oct 09, 2010 at 05:03:47AM +0400, Ruslan Zakirov wrote: > On Tue, Oct 5, 2010 at 1:19 AM, Kevin Falcone wrote: > > On Mon, Oct 04, 2010 at 05:40:32PM -0300, sebsua at gmail.com wrote: > >> On Sun, Oct 3, 2010 at 10:56 PM, Leigh Havas wrote: > >> > I had the same problem. > >> > Try using this in your RT_SiteConfig.pm: > >> > > >> > #Make outbound email go via queue email address > >> > Set($SetOutgoingMailFrom, 1); > >> > >> I dont see that code in RT_SiteConfig at RT 3.6.10. You mean i need to add it? > > > > That option did not exist until recent 3.8 releases > > In 3.6 you use -f command line argument of sendmail. Use > SendmailArguments in the RT config. For the archives, $SetOutgoingMailFrom is more flexible, since it uses the actual From: address, rather than hardcoding something in your config -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mathew.snyder at gmail.com Sun Oct 10 22:23:28 2010 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Sun, 10 Oct 2010 22:23:28 -0400 Subject: [rt-users] LastUpdated x days ago Message-ID: I'm trying to write a script that will check for tickets last updated 15 days ago. I'm using the FromSQL method. As far as I can tell, it doesn't like the '-15 days' or '15 days ago' options. If I use either one every ticket in the queue I'm searching in is returned. Am I doomed to perform a separate comparison for tickets last updated 1296000000 miliseconds ago or is there a more succinct way to do this? -Mathew From stuart.browne at ausregistry.com.au Mon Oct 11 00:50:22 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Mon, 11 Oct 2010 15:50:22 +1100 Subject: [rt-users] Getting CustomField 'Sort' order in Scrip Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3F5A14685D@off-win2003-01.ausregistrygroup.local> Hi, Am trying to do a select-a-worded-priority for our interface and have set the sort order to the numeric priority values, but I can't figure out how to get the sort order from a Scrip on the queue so I can set the ticket's Priority ($ticket->SetPriority(xxx)). Is there a way using ObjectCustomFieldValues or just CustomFieldValues, instead of having to write a hash-map of word-to-number? Stuart J. Browne Senior Unix Administrator, Network Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From Raed.El-Hames at vialtus.com Mon Oct 11 05:27:46 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Mon, 11 Oct 2010 10:27:46 +0100 Subject: [rt-users] LastUpdated x days ago In-Reply-To: References: Message-ID: Matthew; I 've used: LastUpdated = '15 days ago' And it always worked for me. Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder > Sent: 11 October 2010 03:23 > To: RT Users > Subject: [rt-users] LastUpdated x days ago > > I'm trying to write a script that will check for tickets last updated > 15 days ago. I'm using the FromSQL method. As far as I can tell, it > doesn't like the '-15 days' or '15 days ago' options. If I use either > one every ticket in the queue I'm searching in is returned. Am I > doomed to perform a separate comparison for tickets last updated > 1296000000 miliseconds ago or is there a more succinct way to do this? > > -Mathew > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! From Raed.El-Hames at vialtus.com Mon Oct 11 05:36:06 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Mon, 11 Oct 2010 10:36:06 +0100 Subject: [rt-users] Help with "Correspond" condition In-Reply-To: References: Message-ID: Ken: Can you post the code that you cut and pasted to get a better idea of the problem. Also something that I always fall into , is writing my action code in "Custom action cleanup code:" and forgetting about and leaving "Custom action preparation code:" completely empty, you will need return true ; there. Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 08 October 2010 17:25 To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with "Correspond" condition To List, I have some code that strips information out of the content and sticks it into a Custom Field. IT works great when I trigger it with an condition set for email create tickets. Every time, it works with no problem. However, when I set the condition for "On Correspond" it does nothing. I want to be able to update that Custom FIeld the same way I create it initially and I figured "On Correspond" was the right condition. Apparently not. I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So why doesn't the same code (I copied and pasted) that works for a "Create" not work for "On Correspond"? My error messages (which don't make sense since I am user 146 and am a SuperUser) are below: [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) Can anyone help me on this? I just need to get the condition right. Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From John.Constable at ipaccess.com Mon Oct 11 06:55:49 2010 From: John.Constable at ipaccess.com (John Constable) Date: Mon, 11 Oct 2010 11:55:49 +0100 Subject: [rt-users] getting 'time worked' for one user and one time period Message-ID: Hi all, Hoping someone else has done this already I can crib from.. Our team uses RT for trouble tickets, and record how much time they spend on each update. They also pass tickets among themselves. I run a very basic report of tickets modified that week in that queue, and, downloading the spreadsheet, calculate the time worked field for each owner. This has a number of problems, the most pertinent of which is that it seems to show all the time worked, and hence that users may 'benefit' from work on the ticket by others but its applied to just their userid, and there is no way to extract just the time worked in that week. Has anyone done this in a more elegant, accurate way? I'm happy to write some code to do this, but was wondering if RT stores the data for time in a (say) array for each ticket, or just an incremented counter, which would mean I could never separate the ticket out between the multiple contributors, or times contributed.. Some advice would be appreciated! Cheers John -- John Constable Group IT Manager ip.access Ltd DDI: +44 1954 713723 Don't forget IT On call No: +44 1954 717909 Please raise all IT issues via ITS at ipaccess.com This message contains confidential information and may be privileged. If you are not the intended recipient, please notify the sender and delete the message immediately. ip.access Ltd, registration number 3400157, Building 2020, Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.sjoberg at deltamanagement.se Mon Oct 11 07:00:24 2010 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Mon, 11 Oct 2010 13:00:24 +0200 Subject: [rt-users] getting 'time worked' for one user and one time period In-Reply-To: References: Message-ID: Maybe you can use this report? http://wiki.bestpractical.com/view/TimeWorked /Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Constable Sent: den 11 oktober 2010 12:56 To: rt-users at lists.bestpractical.com Subject: [rt-users] getting 'time worked' for one user and one time period Hi all, Hoping someone else has done this already I can crib from.. Our team uses RT for trouble tickets, and record how much time they spend on each update. They also pass tickets among themselves. I run a very basic report of tickets modified that week in that queue, and, downloading the spreadsheet, calculate the time worked field for each owner. This has a number of problems, the most pertinent of which is that it seems to show all the time worked, and hence that users may 'benefit' from work on the ticket by others but its applied to just their userid, and there is no way to extract just the time worked in that week. Has anyone done this in a more elegant, accurate way? I'm happy to write some code to do this, but was wondering if RT stores the data for time in a (say) array for each ticket, or just an incremented counter, which would mean I could never separate the ticket out between the multiple contributors, or times contributed.. Some advice would be appreciated! Cheers John -- John Constable Group IT Manager ip.access Ltd DDI: +44 1954 713723 Don't forget IT On call No: +44 1954 717909 Please raise all IT issues via ITS at ipaccess.com This message contains confidential information and may be privileged. If you are not the intended recipient, please notify the sender and delete the message immediately. ip.access ltd, registration number 3400157, Building 2020, Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Oct 11 08:31:56 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Oct 2010 08:31:56 -0400 Subject: [rt-users] Getting CustomField 'Sort' order in Scrip In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3F5A14685D@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB3F5A14685D@off-win2003-01.ausregistrygroup.local> Message-ID: <20101011123156.GT4363@jibsheet.com> On Mon, Oct 11, 2010 at 03:50:22PM +1100, Stuart Browne wrote: > Am trying to do a select-a-worded-priority for our interface and > have set the sort order to the numeric priority values, but I can't > figure out how to get the sort order from a Scrip on the queue so I > can set the ticket's Priority ($ticket->SetPriority(xxx)). Have you seen RT-Extension-PriorityAsString ? > Is there a way using ObjectCustomFieldValues or just > CustomFieldValues, instead of having to write a hash-map of > word-to-number? You can iterate through the CustomFieldValues collection from a CF and request ->SortOrder, or you could just load columns directly. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jledford at biltmore.com Mon Oct 11 11:08:25 2010 From: jledford at biltmore.com (Jason Ledford) Date: Mon, 11 Oct 2010 11:08:25 -0400 Subject: [rt-users] Summary Searches Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA7E63E9@MAILBOX.tbcnet.biltmore.com> I have searched the wiki and mailing list and can't find my answer, so if its there feel free to point me in that direction. I want to setup a search similar to the quicksearch, where I get (for example) the users I am concerned with seeing, and then across the top the same new open and stalled with summary numbers below. That way each manager can easily see statistics on their reports without having to see the detail of each call. I have created a search for these users and get get the search to work, but can't figure out how to do the grouping to get summary numbers. Help is appreciated. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Oct 11 11:17:16 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 11 Oct 2010 17:17:16 +0200 Subject: [rt-users] Summary Searches In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA7E63E9@MAILBOX.tbcnet.biltmore.com> References: <435CB3214F92FD4E8E5CEEB86A20440240FA7E63E9@MAILBOX.tbcnet.biltmore.com> Message-ID: Have a Look in Cpan for summarybyowner from ruslan, think thats what You're Looking for. Von meinem iPhone gesendet Am 11.10.2010 um 17:08 schrieb Jason Ledford : > I have searched the wiki and mailing list and can?t find my answer, so if its there feel free to point me in that direction. I want to setup a search similar to the quicksearch, where I get (for example) the users I am concerned with seeing, and then across the top the same new open and stalled with summary numbers below. That way each manager can easily see statistics on their reports without having to see the detail of each call. > > I have created a search for these users and get get the search to work, but can?t figure out how to do the grouping to get summary numbers. Help is appreciated. > > Thanks. > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From carlosjavier.v at gmail.com Mon Oct 11 11:28:47 2010 From: carlosjavier.v at gmail.com (Carlos Javier) Date: Mon, 11 Oct 2010 17:28:47 +0200 Subject: [rt-users] custom fields (simple?) question Message-ID: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I want to create several queues that behave as closely to "Incident Report" as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say?"IR - 1". I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title "Create a new Incident Report", it shows "Create a new ticket" - I create the ticket, anyway. In "ticket metadata", the "custom fields" tab is empty What am I doing wrong? Many thanks, Carlos From kfcrocker at lbl.gov Mon Oct 11 12:28:25 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Oct 2010 09:28:25 -0700 Subject: [rt-users] custom fields (simple?) question In-Reply-To: References: Message-ID: Carlos, RT is designed to allow flexibility when granting permissions. I can grant "MosifyTicket" to someone, but that doesn't mean they can create comments or update Custom Fields. The "ModifyTIcket" right is for the basic MetatData fields you find in a Ticket. Comments are separate. So are Custom Fields. If you take a close look at the rights you can grant a group (I say group because we don't really like to grant rights to individual users. WAY TOO MUCH maintenance when you have to modify/grant the same rights to a bunch of people. We put them in groups. Much easier) you will see "ModifyTicket", "CommentOnTicket". This allows you to grant the right to make commonets on a ticket, but not the MetaData in the TIcket. Same for Email. Custom FIelds allow granting rights by "Group".I can create a Queue, apply a Custom FIeld to it and yet NEVER grant rights to see or modify that Custom Field because I want ONLY RT to do it thru scrips. Let's say I wanted a "TimeStamp" for every Transaction (Just an example). I could create the CF, apply it to a Queue and then modify that CF with the current Date/Time whenever a transaction goes against a ticket. In the DataBase, the old Ticket Custom Field would be disabled (but still visable via SQL) and a new one created as a OBJECTCUSTOMFIELDVALUES Table record. I could also grant"SeeCustomField" to a certain group of users and they would be able to SEE it, but not Modify it. I could also create a Custom Field, grant all sorts of rights to it, but not apply it to any Queue. NO one would be able to see it or modify it because it wouldn't exist for any ticket in any Queue because it was not applied. SOOOO in your situation, when you went to Config->CustomFields->Group Rights ... what rights did you give to what group of users? Check it out and let me know. Hope this helps. Kenn LBNL On Mon, Oct 11, 2010 at 8:28 AM, Carlos Javier wrote: > Hi, > > I promise I've searched through http://www.gossamer-threads.com, but > either I'm very bad searching, or my question is too stupid (or > both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. > > I want to create several queues that behave as closely to "Incident > Report" as possible, but different ones, so different Groups can see > each one of them. > > So I created the first one, let's say "IR - 1". I add for it the same > Ticket Custom Fields that Incident Report has. Just for test, and not > have problems with permissions, I give Everyone all permissions on > this queue. > > Then, I go to create a ticket for this IR - 1 queue: > > - the custom fields do not appear, the entry window is just as a > general ticket window > - instead of the title "Create a new Incident Report", it shows > "Create a new ticket" > - I create the ticket, anyway. In "ticket metadata", the "custom > fields" tab is empty > > What am I doing wrong? > > Many thanks, > > Carlos > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Oct 11 12:36:16 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Oct 2010 12:36:16 -0400 Subject: [rt-users] custom fields (simple?) question In-Reply-To: References: Message-ID: <20101011163616.GU4363@jibsheet.com> On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: > Hi, > > I promise I've searched through http://www.gossamer-threads.com, but > either I'm very bad searching, or my question is too stupid (or > both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I suspect your problem is that RTIR is a bit magical with regards to queues / custom fields for RTIR. You're going to need to do considerable work to make RTIR understand alternate queues being equivalent to Incident Reports. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. -kevin > I want to create several queues that behave as closely to "Incident > Report" as possible, but different ones, so different Groups can see > each one of them. > > So I created the first one, let's say?"IR - 1". I add for it the same > Ticket Custom Fields that Incident Report has. Just for test, and not > have problems with permissions, I give Everyone all permissions on > this queue. > > Then, I go to create a ticket for this IR - 1 queue: > > - the custom fields do not appear, the entry window is just as a > general ticket window > - instead of the title "Create a new Incident Report", it shows > "Create a new ticket" > - I create the ticket, anyway. In "ticket metadata", the "custom > fields" tab is empty > > What am I doing wrong? > > Many thanks, > > Carlos > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Mon Oct 11 12:43:48 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Oct 2010 09:43:48 -0700 Subject: [rt-users] Help with "Correspond" condition In-Reply-To: References: Message-ID: Raed, Thanks for responding. Yse, I do have a "return 1; in the Custom PRep area. Actually, I have tried getting this to work with the code in one or the other Custom Action areas. As an explanation of the context, I have not been able to get CommanByMail to update a Custom Field defined as either "text" or "Wikitext" if the content is over 76 or so characters. Apparantly, bith Gmail and Thunderbird and perhaps others email providers embed a line break character after that many characters and that causes a "line Break" in CBM and I end up with only partial updates. So, being the stubborn person I am, I got a perl guy to write some code I could put into a scrip that would examine the content of an email, look for a define delimiter (like "Description of Issue:") in the content and put everything after that delimiter into the Custom Field. Make sense? It did to me. In fact, it works perfectly when I set the condition to a Type = "Create" and message header = "received". But on a Correspond (meaning an update email as opposed to a create), it just doesn't seem to see the email at all. Nothing. Nada. Well, anyway, here's the code: # Setup initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Description"; my $cf_value = "Didn't work"; my $message = $ticket->Transactions->First->Content; my $passed = 0; my $content; my $line; # split up lines in content by line break my @lines = split("\n", $message); # walk thru @lines and find the description foreach $line (@lines) { if ($passed == 1) { if ($content =~ m/^\n$/) { $content = $content.$line; } else { $content = $content."\n".$line; } } if ($line =~ m/^Description of Issue:/) { $line =~ s/Description of Issue://; $content = $content."\n".$line; $passed = 1; } } $cf_value = $content; # set the value for CF Description $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); return 1; Thanks for your help. Kenn LBNL On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames wrote: > Ken: > > > > Can you post the code that you cut and pasted to get a better idea of the > problem. > > Also something that I always fall into , is writing my action code in ?Custom > action cleanup code:? and forgetting about and leaving > > ?Custom action preparation code:? completely empty, you will need > > return true ; > > there. > > > > Roy > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* 08 October 2010 17:25 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Help with "Correspond" condition > > > > To List, > > I have some code that strips information out of the content and sticks it > into a Custom Field. IT works great when I trigger it with an condition set > for email create tickets. Every time, it works with no problem. > > However, when I set the condition for "On Correspond" it does nothing. I > want to be able to update that Custom FIeld the same way I create it > initially and I figured "On Correspond" was the right condition. Apparently > not. > > I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So > why doesn't the same code (I copied and pasted) that works for a "Create" > not work for "On Correspond"? > > My error messages (which don't make sense since I am user 146 and am a > SuperUser) are below: > > [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) > [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an > argument that isn't an RT::Principal or id. It's (undefined) > (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) > > > Can anyone help me on this? I just need to get the condition right. > > Thanks. > > Kenn > LBNL > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Oct 11 12:48:02 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Oct 2010 09:48:02 -0700 Subject: [rt-users] LastUpdated x days ago In-Reply-To: References: Message-ID: Matthew, We use "LastUpdated > '15 days ago' and it works fine. Every ticket updated 15 or more days ago gets in the report. Are there other criteria you forgot to mention? Kenn LBNL On Mon, Oct 11, 2010 at 2:27 AM, Raed El-Hames wrote: > Matthew; > > I 've used: > LastUpdated = '15 days ago' > > And it always worked for me. > > Regards; > Roy > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder > > Sent: 11 October 2010 03:23 > > To: RT Users > > Subject: [rt-users] LastUpdated x days ago > > > > I'm trying to write a script that will check for tickets last updated > > 15 days ago. I'm using the FromSQL method. As far as I can tell, it > > doesn't like the '-15 days' or '15 days ago' options. If I use either > > one every ticket in the queue I'm searching in is returned. Am I > > doomed to perform a separate comparison for tickets last updated > > 1296000000 miliseconds ago or is there a more succinct way to do this? > > > > -Mathew > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Oct 11 12:49:10 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Oct 2010 09:49:10 -0700 Subject: [rt-users] LastUpdated x days ago In-Reply-To: References: Message-ID: Matthew, Opps. Acutally that's LastUpdated > '14 days ago'. Kenn LBNL On Mon, Oct 11, 2010 at 9:48 AM, Kenneth Crocker wrote: > Matthew, > > We use "LastUpdated > '15 days ago' and it works fine. Every ticket updated > 15 or more days ago gets in the report. Are there other criteria you forgot > to mention? > > Kenn > LBNL > > > On Mon, Oct 11, 2010 at 2:27 AM, Raed El-Hames wrote: > >> Matthew; >> >> I 've used: >> LastUpdated = '15 days ago' >> >> And it always worked for me. >> >> Regards; >> Roy >> >> > -----Original Message----- >> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> > bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder >> > Sent: 11 October 2010 03:23 >> > To: RT Users >> > Subject: [rt-users] LastUpdated x days ago >> > >> > I'm trying to write a script that will check for tickets last updated >> > 15 days ago. I'm using the FromSQL method. As far as I can tell, it >> > doesn't like the '-15 days' or '15 days ago' options. If I use either >> > one every ticket in the queue I'm searching in is returned. Am I >> > doomed to perform a separate comparison for tickets last updated >> > 1296000000 miliseconds ago or is there a more succinct way to do this? >> > >> > -Mathew >> > >> > RT Training in Washington DC, USA on Oct 25 & 26 2010 >> > Last one this year -- Learn how to get the most out of RT! >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From danm at prime.gushi.org Mon Oct 11 14:20:35 2010 From: danm at prime.gushi.org (Dan Mahoney, System Admin) Date: Mon, 11 Oct 2010 14:20:35 -0400 (EDT) Subject: [rt-users] Merged tickets missing from search Message-ID: Hey all, We're running rt3.8.6, under FreeBSD, installed from ports. All modifications done via rt_siteconfig.pm (and there are not many). The problem I'm seeing is this: we have a ticket which is not showing in the list of unowned tickets. A second ticket has been merged into it which was also unowned, and I suspect that's related but I'm not sure why or how, and I'm not able to duplicate it by merging two other tickets. In fact, when I search the queue and say show all tickets, of any status, that ticket still does not show in the list. It doesn't show when I browse the list. Is there some DB-consistency check I can run? This ticket has gone "phantom" on us, and it's making our support folks wonder where else it could happen. -Dan -- From ruz at bestpractical.com Mon Oct 11 15:26:27 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 11 Oct 2010 23:26:27 +0400 Subject: [rt-users] LastUpdated x days ago In-Reply-To: References: Message-ID: Hi. LastUpdated > x means updated since x. < means updated before x. So LastUpdated < '15 days ago' is probably what you need and means tickets that are not touched last 15 days. Regards, Ruslan. From phone. 2010 10 11 20:49 ???????????? "Kenneth Crocker" ???????: > Matthew, > > Opps. Acutally that's LastUpdated > '14 days ago'. > > Kenn > LBNL > > On Mon, Oct 11, 2010 at 9:48 AM, Kenneth Crocker wrote: > >> Matthew, >> >> We use "LastUpdated > '15 days ago' and it works fine. Every ticket updated >> 15 or more days ago gets in the report. Are there other criteria you forgot >> to mention? >> >> Kenn >> LBNL >> >> >> On Mon, Oct 11, 2010 at 2:27 AM, Raed El-Hames wrote: >> >>> Matthew; >>> >>> I 've used: >>> LastUpdated = '15 days ago' >>> >>> And it always worked for me. >>> >>> Regards; >>> Roy >>> >>> > -----Original Message----- >>> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>> > bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder >>> > Sent: 11 October 2010 03:23 >>> > To: RT Users >>> > Subject: [rt-users] LastUpdated x days ago >>> > >>> > I'm trying to write a script that will check for tickets last updated >>> > 15 days ago. I'm using the FromSQL method. As far as I can tell, it >>> > doesn't like the '-15 days' or '15 days ago' options. If I use either >>> > one every ticket in the queue I'm searching in is returned. Am I >>> > doomed to perform a separate comparison for tickets last updated >>> > 1296000000 miliseconds ago or is there a more succinct way to do this? >>> > >>> > -Mathew >>> > >>> > RT Training in Washington DC, USA on Oct 25 & 26 2010 >>> > Last one this year -- Learn how to get the most out of RT! >>> >>> RT Training in Washington DC, USA on Oct 25 & 26 2010 >>> Last one this year -- Learn how to get the most out of RT! >>> >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From spmorenet at gmail.com Mon Oct 11 16:32:29 2010 From: spmorenet at gmail.com (Sebastian Podjasek) Date: Mon, 11 Oct 2010 22:32:29 +0200 Subject: [rt-users] Continuous Login (RT 3.8.8) Message-ID: Your problem is with PostgreSQL not RT. In version 9.0 default behaviour for bytea fields changed and now they're returned as hex (as described in http://www.postgresql.org/docs/9.0/static/release-9-0.html#AEN99024). To change this add: bytea_output = escape to postgresql.conf and restart it. Regards, Sebastian -- Sebastian Podjasek morenet.pl -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at vialtus.com Tue Oct 12 05:15:43 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Tue, 12 Oct 2010 10:15:43 +0100 Subject: [rt-users] Help with "Correspond" condition In-Reply-To: References: Message-ID: Morning Ken: Try this : Change my $message = $ticket->Transactions->First->Content; to my $message = $self->TransactionObj->Content() ; #and remove my $trans line -you don't need it or my $message = $trans->Content() ; #keeping my $trans line Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 11 October 2010 17:44 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with "Correspond" condition Raed, Thanks for responding. Yse, I do have a "return 1; in the Custom PRep area. Actually, I have tried getting this to work with the code in one or the other Custom Action areas. As an explanation of the context, I have not been able to get CommanByMail to update a Custom Field defined as either "text" or "Wikitext" if the content is over 76 or so characters. Apparantly, bith Gmail and Thunderbird and perhaps others email providers embed a line break character after that many characters and that causes a "line Break" in CBM and I end up with only partial updates. So, being the stubborn person I am, I got a perl guy to write some code I could put into a scrip that would examine the content of an email, look for a define delimiter (like "Description of Issue:") in the content and put everything after that delimiter into the Custom Field. Make sense? It did to me. In fact, it works perfectly when I set the condition to a Type = "Create" and message header = "received". But on a Correspond (meaning an update email as opposed to a create), it just doesn't seem to see the email at all. Nothing. Nada. Well, anyway, here's the code: # Setup initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Description"; my $cf_value = "Didn't work"; my $message = $ticket->Transactions->First->Content; my $passed = 0; my $content; my $line; # split up lines in content by line break my @lines = split("\n", $message); # walk thru @lines and find the description foreach $line (@lines) { if ($passed == 1) { if ($content =~ m/^\n$/) { $content = $content.$line; } else { $content = $content."\n".$line; } } if ($line =~ m/^Description of Issue:/) { $line =~ s/Description of Issue://; $content = $content."\n".$line; $passed = 1; } } $cf_value = $content; # set the value for CF Description $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); return 1; Thanks for your help. Kenn LBNL On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames > wrote: Ken: Can you post the code that you cut and pasted to get a better idea of the problem. Also something that I always fall into , is writing my action code in "Custom action cleanup code:" and forgetting about and leaving "Custom action preparation code:" completely empty, you will need return true ; there. Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 08 October 2010 17:25 To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with "Correspond" condition To List, I have some code that strips information out of the content and sticks it into a Custom Field. IT works great when I trigger it with an condition set for email create tickets. Every time, it works with no problem. However, when I set the condition for "On Correspond" it does nothing. I want to be able to update that Custom FIeld the same way I create it initially and I figured "On Correspond" was the right condition. Apparently not. I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So why doesn't the same code (I copied and pasted) that works for a "Create" not work for "On Correspond"? My error messages (which don't make sense since I am user 146 and am a SuperUser) are below: [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) Can anyone help me on this? I just need to get the condition right. Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Tue Oct 12 06:39:12 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 12 Oct 2010 12:39:12 +0200 Subject: [rt-users] Attachments to email Message-ID: <4CB43AD0.5000507@mococo.nl> Hello All, I'm faced with a problem that I haven't seen sofar. An application of ours sends an email from an Oracle database to our RT (3.8.2) install containing attachments. The filename in the Content-Disposition: attachment; field contains a name which is not compliant with the filesystem of the OS (Centos5). See the below example: -------7D81B75CCC90D2974F7A1CBD Content-Type: application/octet-stream Content-Disposition: attachment; filename="F413529322/Test Janine en Miranda.doc" Content-Transfer-Encoding: base64 RT accepts the email and creates a ticket including the attachment but you can't get it out of the database anymore because the '/' isn't escaped or translated into something not harmful, same holds true for the spaces in the filename. I googled for rfc and Content-Disposition: attachment; filename= which came up with RFC-2183 which mentions that the recieving end is responsible for sanitizing the filename part. Did I found a bug or I'm misinformed about how the Content-Disposition: attachment; filename= should work? Regards, Joop PS: Compleet message is available if needed for testing. From JoopvandeWege at mococo.nl Tue Oct 12 07:00:08 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 12 Oct 2010 13:00:08 +0200 Subject: [rt-users] Attachments to email In-Reply-To: <4CB43AD0.5000507@mococo.nl> References: <4CB43AD0.5000507@mococo.nl> Message-ID: <4CB43FB8.6020404@mococo.nl> As a follow up: The URL in Ticket Metadata is: http://rt3.mococo.nl:82/rt3/Ticket/Attachment/431330/279232/F1356386247%2Ftest%20%20print%20screen.doc but clicking on it displays: http://rt3.mococo.nl:82/rt3/Ticket/Attachment/431330/279232/F1356386247%2Ftest print screen.doc Notice the escaped / but not the spaces and an error in my browser (FF 3.6.10). Changing the %2F to / will give me a download dialog. Using IE6 gives me an URL with all spaces escaped and the / escaped but same here, I need to edit %2f to / to get the document out or RT Regards, Joop From Raed.El-Hames at vialtus.com Tue Oct 12 08:58:14 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Tue, 12 Oct 2010 13:58:14 +0100 Subject: [rt-users] memory leak after search Message-ID: Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.000004; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns > 50000 tickets , the search runs fine and results back fairly quickly (< 10 seconds). However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, Have any one else come across this? And is there a fix?? Regards; Roy -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Oct 12 09:05:14 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 12 Oct 2010 08:05:14 -0500 Subject: [rt-users] memory leak after search In-Reply-To: References: Message-ID: <20101012130514.GC5838@aart.is.rice.edu> On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: > Hi: > > RT-3.8.7 > Apache2 > Mysql > perl5 (revision 5 version 8 subversion 8) > > mod_perl2 v2.000004; > > DBIx::SearchBuilder v1.56; > > DBD::mysql v4.005; > > DBI v1.605; > > > > When a user run a search that returns > 50000 tickets , the search runs fine and results back fairly quickly (< 10 seconds). > > However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... > > > > I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, > > Have any one else come across this? And is there a fix?? > > Regards; > Roy Hi Roy, There was a thread in the mailing list about this issue. Basically RT pulls a set of information for every ticket that the search returns when opening one of the searched for tickets. I think this was fixed in 3.8.8. The only work-around that I recall is "don't do that". :) I think the thread was about memory use in RT if you want to look at it. Regards, Ken From ruz at bestpractical.com Tue Oct 12 09:49:49 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Oct 2010 17:49:49 +0400 Subject: [rt-users] memory leak after search In-Reply-To: <20101012130514.GC5838@aart.is.rice.edu> References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: Hi. Quiet right and that has been fixed in 3.8.8. Regards, Ruslan. From phone. 2010 10 12 17:05 ???????????? "Kenneth Marshall" ???????: > On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: >> Hi: >> >> RT-3.8.7 >> Apache2 >> Mysql >> perl5 (revision 5 version 8 subversion 8) >> >> mod_perl2 v2.000004; >> >> DBIx::SearchBuilder v1.56; >> >> DBD::mysql v4.005; >> >> DBI v1.605; >> >> >> >> When a user run a search that returns > 50000 tickets , the search runs fine and results back fairly quickly (< 10 seconds). >> >> However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... >> >> >> >> I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, >> >> Have any one else come across this? And is there a fix?? >> >> Regards; >> Roy > > Hi Roy, > > There was a thread in the mailing list about this issue. Basically > RT pulls a set of information for every ticket that the search returns > when opening one of the searched for tickets. I think this was fixed > in 3.8.8. The only work-around that I recall is "don't do that". :) > I think the thread was about memory use in RT if you want to look > at it. > > Regards, > Ken > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at vialtus.com Tue Oct 12 09:56:00 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Tue, 12 Oct 2010 14:56:00 +0100 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Regards; Roy From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: 12 October 2010 14:50 To: Kenneth Marshall Cc: rt-users at lists.bestpractical.com; Raed El-Hames Subject: Re: [rt-users] memory leak after search Hi. Quiet right and that has been fixed in 3.8.8. Regards, Ruslan. From phone. 2010 10 12 17:05 ???????????? "Kenneth Marshall" > ???????: > On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: >> Hi: >> >> RT-3.8.7 >> Apache2 >> Mysql >> perl5 (revision 5 version 8 subversion 8) >> >> mod_perl2 v2.000004; >> >> DBIx::SearchBuilder v1.56; >> >> DBD::mysql v4.005; >> >> DBI v1.605; >> >> >> >> When a user run a search that returns > 50000 tickets , the search runs fine and results back fairly quickly (< 10 seconds). >> >> However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... >> >> >> >> I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, >> >> Have any one else come across this? And is there a fix?? >> >> Regards; >> Roy > > Hi Roy, > > There was a thread in the mailing list about this issue. Basically > RT pulls a set of information for every ticket that the search returns > when opening one of the searched for tickets. I think this was fixed > in 3.8.8. The only work-around that I recall is "don't do that". :) > I think the thread was about memory use in RT if you want to look > at it. > > Regards, > Ken > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From odhiambo at gmail.com Tue Oct 12 10:20:09 2010 From: odhiambo at gmail.com (Odhiambo Washington) Date: Tue, 12 Oct 2010 17:20:09 +0300 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames wrote: > Thanks for you replies .. > > Because of the heavy customisation I have on my production enviroment , its > not simple for me to upgrade RT versions, > > Do you know where the fix have been applied? Which modules/Elements ?? > > > Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From carlosjavier.v at gmail.com Tue Oct 12 10:21:13 2010 From: carlosjavier.v at gmail.com (Carlos Javier) Date: Tue, 12 Oct 2010 16:21:13 +0200 Subject: [rt-users] custom fields (simple?) question In-Reply-To: <20101011163616.GU4363@jibsheet.com> References: <20101011163616.GU4363@jibsheet.com> Message-ID: Thanks Kenneth for your answer. I had gone to Config->CustomFields->Group Rights for the related custom fields, and added ModifyCustomField and SeeCustomField to Everyone (just to make it sure this is not the problem). Also, if I login as root/admin, I get the same behaviour: can't see the custom fields, it shows the regular fields of any other ticket. It doesn't seem to be a permissions problem..... > You may want to concentrate on ways to keep the tickets in IR instead > and segregate rights. Kevin, thank you for your suggestion, but I cannot see a way to tailor permissions in RT/RT-IR that allows for different groups to see different tickets that are in the same queue (say, Incident Reports) depending on a ticket characteristic (Constituency, Customer, IP address, another custom field, etc.). And, as o matter of fact, "privacy" is very important for our project. Suggestions wellcomed! :) Carlos On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone wrote: > On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: >> Hi, >> >> I promise I've searched through http://www.gossamer-threads.com, but >> either I'm very bad searching, or my question is too stupid (or >> both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. > > I suspect your problem is that RTIR is a bit magical with regards to > queues / custom fields for RTIR. > > You're going to need to do considerable work to make RTIR understand alternate > queues being equivalent to Incident Reports. > > You may want to concentrate on ways to keep the tickets in IR instead > and segregate rights. > > > -kevin > >> I want to create several queues that behave as closely to "Incident >> Report" as possible, but different ones, so different Groups can see >> each one of them. >> >> So I created the first one, let's say?"IR - 1". I add for it the same >> Ticket Custom Fields that Incident Report has. Just for test, and not >> have problems with permissions, I give Everyone all permissions on >> this queue. >> >> Then, I go to create a ticket for this IR - 1 queue: >> >> - the custom fields do not appear, the entry window is just as a >> general ticket window >> - instead of the title "Create a new Incident Report", it shows >> "Create a new ticket" >> - I create the ticket, anyway. In "ticket metadata", the "custom >> fields" tab is empty >> >> What am I doing wrong? >> >> Many thanks, >> >> Carlos >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > From Raed.El-Hames at vialtus.com Tue Oct 12 11:20:03 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Tue, 12 Oct 2010 16:20:03 +0100 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: >Nice point you have raised there, but I have a question. >1. Did you conform to RT localization rules from the word go? >2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. >I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. >Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the >community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~5000000 users all together, over 2000000 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ? Hope that helps ; Roy From: Odhiambo Washington [mailto:odhiambo at gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames > wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From odhiambo at gmail.com Tue Oct 12 11:30:03 2010 From: odhiambo at gmail.com (Odhiambo Washington) Date: Tue, 12 Oct 2010 18:30:03 +0300 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames wrote: > >Nice point you have raised there, but I have a question. > > >1. Did you conform to RT localization rules from the word go? > >2. Are your localizations standard? > > > > Yes. As much as possible, whenever I can use a call back I do, but > sometimes its not possible > > I did a fair amount of tinkering with the modules (improve speed etc ) .. I > do this by copying the routine in question into _Vendor, but again sometimes > the whole module need copying.. > > > > > >I am asking because you've raised an issue that would bother everyone - > that you've done customizations that have now jailed you into a particular > version of RT. >Perhaps you should have contributed your customizations back > to the developers to see if they could be incorporated into the main branch, > aka giving back to the >community:) > > > > Certain customisation only apply to our business rules and the set of > permissions and preferences that we apply, a big chunk of my changes to > bypass some of the ACL checks , based on who is logged in and what they can > see etc and groups they belong to, we have over 1000 priv users and ~5000000 > users all together, over 2000000 tickets, so a join to CachedGroupMembers > with every query was slowing things. > > > > I am not locked to a particular version , I upgrade once a year, but I > usually go through most of the code base and evaluate. > > By the way I do my fair share of contributing back to the rt- list J > > > > Hope that helps ; > > > > Roy > > > > *From:* Odhiambo Washington [mailto:odhiambo at gmail.com] > *Sent:* 12 October 2010 15:20 > *To:* Raed El-Hames > > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] memory leak after search > > > > > > On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames > wrote: > > Thanks for you replies .. > > Because of the heavy customisation I have on my production enviroment , its > not simple for me to upgrade RT versions, > > Do you know where the fix have been applied? Which modules/Elements ?? > > > > > Nice point you have raised there, but I have a question. > > 1. Did you conform to RT localization rules from the word go? > 2. Are your localizations standard? > > I am asking because you've raised an issue that would bother everyone - > that you've done customizations that have now jailed you into a particular > version of RT. Perhaps you should have contributed your customizations back > to the developers to see if they could be incorporated into the main branch, > aka giving back to the community:) > > > > -- > Best regards, > Odhiambo WASHINGTON, > Nairobi,KE > +254733744121/+254722743223 > _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ > "If you have nothing good to say about someone, just shut up!." > -- Lucky Dube > -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 12 12:08:39 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 12 Oct 2010 09:08:39 -0700 Subject: [rt-users] custom fields (simple?) question In-Reply-To: References: <20101011163616.GU4363@jibsheet.com> Message-ID: Carlos, Just a quick question; did you create the Custom Fields as "Ticket" Custom Fields or as "Transaction" Custom Fields? Kenn LBNL On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier wrote: > Thanks Kenneth for your answer. I had gone to > Config->CustomFields->Group Rights for the related custom fields, and > added ModifyCustomField and SeeCustomField to Everyone (just to make > it sure this is not the problem). Also, if I login as root/admin, I > get the same behaviour: can't see the custom fields, it shows the > regular fields of any other ticket. It doesn't seem to be a > permissions problem..... > > > You may want to concentrate on ways to keep the tickets in IR instead > > and segregate rights. > > Kevin, thank you for your suggestion, but I cannot see a way to tailor > permissions in RT/RT-IR that allows for different groups to see > different tickets that are in the same queue (say, Incident Reports) > depending on a ticket characteristic (Constituency, Customer, IP > address, another custom field, etc.). And, as o matter of fact, > "privacy" is very important for our project. > > Suggestions wellcomed! :) > > Carlos > > > On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone > wrote: > > On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: > >> Hi, > >> > >> I promise I've searched through http://www.gossamer-threads.com, but > >> either I'm very bad searching, or my question is too stupid (or > >> both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. > > > > I suspect your problem is that RTIR is a bit magical with regards to > > queues / custom fields for RTIR. > > > > You're going to need to do considerable work to make RTIR understand > alternate > > queues being equivalent to Incident Reports. > > > > You may want to concentrate on ways to keep the tickets in IR instead > > and segregate rights. > > > > > > -kevin > > > >> I want to create several queues that behave as closely to "Incident > >> Report" as possible, but different ones, so different Groups can see > >> each one of them. > >> > >> So I created the first one, let's say "IR - 1". I add for it the same > >> Ticket Custom Fields that Incident Report has. Just for test, and not > >> have problems with permissions, I give Everyone all permissions on > >> this queue. > >> > >> Then, I go to create a ticket for this IR - 1 queue: > >> > >> - the custom fields do not appear, the entry window is just as a > >> general ticket window > >> - instead of the title "Create a new Incident Report", it shows > >> "Create a new ticket" > >> - I create the ticket, anyway. In "ticket metadata", the "custom > >> fields" tab is empty > >> > >> What am I doing wrong? > >> > >> Many thanks, > >> > >> Carlos > >> > >> RT Training in Washington DC, USA on Oct 25 & 26 2010 > >> Last one this year -- Learn how to get the most out of RT! > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 12 12:35:32 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 12 Oct 2010 09:35:32 -0700 Subject: [rt-users] Help with "Correspond" condition In-Reply-To: References: Message-ID: Raed, Yep. That was it. Thank you sooooo much. I owe you a beer! Kenn LBNL On Tue, Oct 12, 2010 at 9:10 AM, Kenneth Crocker wrote: > Raed, > > GEEZ! I'll bet that's it. I'll give it a try today. > > Thanks. > > Kenn > LBNL > > > On Tue, Oct 12, 2010 at 2:15 AM, Raed El-Hames wrote: > >> Morning Ken: >> >> >> >> Try this : >> >> Change >> >> my $message = $ticket->Transactions->First->Content; >> to >> >> my $message = $self->TransactionObj->Content() ; #and remove my $trans >> line ?you don?t need it >> >> or >> >> my $message = $trans->Content() ; #keeping my $trans line >> >> >> >> Regards; >> >> Roy >> >> >> >> *From:* rt-users-bounces at lists.bestpractical.com [mailto: >> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker >> *Sent:* 11 October 2010 17:44 >> >> *To:* rt-users at lists.bestpractical.com >> *Subject:* Re: [rt-users] Help with "Correspond" condition >> >> >> >> Raed, >> >> Thanks for responding. Yse, I do have a "return 1; in the Custom PRep >> area. Actually, I have tried getting this to work with the code in one or >> the other Custom Action areas. As an explanation of the context, I have not >> been able to get CommanByMail to update a Custom Field defined as either >> "text" or "Wikitext" if the content is over 76 or so characters. Apparantly, >> bith Gmail and Thunderbird and perhaps others email providers embed a line >> break character after that many characters and that causes a "line Break" in >> CBM and I end up with only partial updates. So, being the stubborn person I >> am, I got a perl guy to write some code I could put into a scrip that would >> examine the content of an email, look for a define delimiter (like >> "Description of Issue:") in the content and put everything after that >> delimiter into the Custom Field. Make sense? It did to me. In fact, it works >> perfectly when I set the condition to a Type = "Create" and message header = >> "received". But on a Correspond (meaning an update email as opposed to a >> create), it just doesn't seem to see the email at all. Nothing. Nada. >> Well, anyway, here's the code: >> >> # Setup initial values >> >> my $trans = $self->TransactionObj; >> my $ticket = $self->TicketObj; >> my $cf_obj = RT::CustomField->new($RT::SystemUser); >> my $cf_name = "Description"; >> my $cf_value = "Didn't work"; >> my $message = $ticket->Transactions->First->Content; >> my $passed = 0; >> my $content; >> my $line; >> >> # split up lines in content by line break >> >> my @lines = split("\n", $message); >> >> # walk thru @lines and find the description >> >> foreach $line (@lines) >> { >> if ($passed == 1) >> { >> if ($content =~ m/^\n$/) >> { >> $content = $content.$line; >> } >> else >> { >> $content = $content."\n".$line; >> } >> } >> if ($line =~ m/^Description of Issue:/) >> { >> $line =~ s/Description of Issue://; >> $content = $content."\n".$line; >> $passed = 1; >> } >> } >> >> $cf_value = $content; >> >> # set the value for CF Description >> >> $cf_obj->LoadByName( Name => $cf_name ); >> $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); >> $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, >> RecordTransaction=>0 ); >> >> return 1; >> >> Thanks for your help. >> >> Kenn >> LBNL >> >> On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames >> wrote: >> >> Ken: >> >> >> >> Can you post the code that you cut and pasted to get a better idea of the >> problem. >> >> Also something that I always fall into , is writing my action code in ?Custom >> action cleanup code:? and forgetting about and leaving >> >> ?Custom action preparation code:? completely empty, you will need >> >> return true ; >> >> there. >> >> >> >> Roy >> >> >> >> *From:* rt-users-bounces at lists.bestpractical.com [mailto: >> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker >> *Sent:* 08 October 2010 17:25 >> *To:* rt-users at lists.bestpractical.com >> *Subject:* [rt-users] Help with "Correspond" condition >> >> >> >> To List, >> >> I have some code that strips information out of the content and sticks it >> into a Custom Field. IT works great when I trigger it with an condition set >> for email create tickets. Every time, it works with no problem. >> >> However, when I set the condition for "On Correspond" it does nothing. I >> want to be able to update that Custom FIeld the same way I create it >> initially and I figured "On Correspond" was the right condition. Apparently >> not. >> >> I look ed in the TRANSACTIONS Table and I See the Type as "Correspond". So >> why doesn't the same code (I copied and pasted) that works for a "Create" >> not work for "On Correspond"? >> >> My error messages (which don't make sense since I am user 146 and am a >> SuperUser) are below: >> >> [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 >> (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) >> [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an >> argument that isn't an RT::Principal or id. It's (undefined) >> (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) >> >> >> Can anyone help me on this? I just need to get the condition right. >> >> Thanks. >> >> Kenn >> LBNL >> >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at vialtus.com Tue Oct 12 13:13:07 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Tue, 12 Oct 2010 18:13:07 +0100 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: >You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 2000000 tickets is not really that big, we ?ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhiambo at gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames > wrote: >Nice point you have raised there, but I have a question. >1. Did you conform to RT localization rules from the word go? >2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. >I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. >Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the >community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~5000000 users all together, over 2000000 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ? Hope that helps ; Roy From: Odhiambo Washington [mailto:odhiambo at gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames > wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Tue Oct 12 13:22:59 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 12 Oct 2010 13:22:59 -0400 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: ? You also said you have 5,000,000 users. Are you running a trouble ticket system for the nation of Switzerland, perhaps, and each living adult gets an account? I'm filing a ticket to the Washington-DC-General queue to request that system for America, but I think I'm going to get wishlisted. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Tuesday, October 12, 2010 1:13 PM To: Odhiambo Washington Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search >You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 2000000 tickets is not really that big, we ?ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhiambo at gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames > wrote: >Nice point you have raised there, but I have a question. >1. Did you conform to RT localization rules from the word go? >2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. >I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. >Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the >community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~5000000 users all together, over 2000000 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ? Hope that helps ; Roy From: Odhiambo Washington [mailto:odhiambo at gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames > wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at vialtus.com Tue Oct 12 13:48:08 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Tue, 12 Oct 2010 18:48:08 +0100 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: My mistake every one, 00 too many .. (50000) I was amused by the original question .. If everyone is happy with my set up now, can they actually help with where the fixes for the memory leak are in 3.8.8 Roy From: Josh Narins [mailto:jnarins at seniorbridge.com] Sent: 12 October 2010 18:23 To: Raed El-Hames; Odhiambo Washington Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] memory leak after search ? You also said you have 5,000,000 users. Are you running a trouble ticket system for the nation of Switzerland, perhaps, and each living adult gets an account? I'm filing a ticket to the Washington-DC-General queue to request that system for America, but I think I'm going to get wishlisted. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [cid:~WRD000.jpg] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Tuesday, October 12, 2010 1:13 PM To: Odhiambo Washington Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search >You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 2000000 tickets is not really that big, we ?ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhiambo at gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames > wrote: >Nice point you have raised there, but I have a question. >1. Did you conform to RT localization rules from the word go? >2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. >I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. >Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the >community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~5000000 users all together, over 2000000 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ? Hope that helps ; Roy From: Odhiambo Washington [mailto:odhiambo at gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames > wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ~WRD000.jpg Type: image/jpeg Size: 823 bytes Desc: ~WRD000.jpg URL: From odhiambo at gmail.com Tue Oct 12 14:10:02 2010 From: odhiambo at gmail.com (Odhiambo Washington) Date: Tue, 12 Oct 2010 21:10:02 +0300 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: On Tue, Oct 12, 2010 at 8:48 PM, Raed El-Hames wrote: > My mistake every one, 00 too many .. (50000) > > I was amused by the original question .. > > > > If everyone is happy with my set up now, can they actually help with where > the fixes for the memory leak are in 3.8.8 > > > Ruslan, hopefully, will help:-) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskam at uwaterloo.ca Tue Oct 12 14:49:10 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Tue, 12 Oct 2010 14:49:10 -0400 Subject: [rt-users] Looking for the equivalent of RT-Extension-MergeUsers[History], but for queues. Message-ID: <4CB4ADA6.40200@uwaterloo.ca> Someone here got overzealous creating queues and we'd like to fold a few of them back together. Jeff Voskamp From hiro24 at gmail.com Tue Oct 12 15:08:52 2010 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 12 Oct 2010 15:08:52 -0400 Subject: [rt-users] Quicksearch question Message-ID: I know this is a simple question but, I can't seem to find the right place to allow modification of quicksearch on rt at a glance for users. What permission do I need to open up? Right now they have an Edit link, but when users try to modify it, they get "No permission to set preferences" error. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Oct 12 15:16:52 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Oct 2010 23:16:52 +0400 Subject: [rt-users] memory leak after search In-Reply-To: References: <20101012130514.GC5838@aart.is.rice.edu> Message-ID: Hi, SHA of the commit when we merged branch with fix for this issue. dd729687653abc20a2ce816a70c9b018b7056ffb git co 26e4ddca1fc7851fd86bbeeee13fc806d1d2d9a1 -b tmp git rebase -i rt-3.8.7 git diff rt-3.8.7 > RT-3.8.7-new_item_map_backport.patch That's it. Quite handy way to backport any feature from newer RTs :) It doesn't work this well all the time because of conflicts. On Tue, Oct 12, 2010 at 10:10 PM, Odhiambo Washington wrote: > > > On Tue, Oct 12, 2010 at 8:48 PM, Raed El-Hames > wrote: >> >> My mistake every one, 00 too many .. (50000) >> >> I was amused by the original question .. >> >> >> >> If everyone is happy with my set up? now, can they actually help with >> where the fixes for the memory leak are in 3.8.8 > > Ruslan, hopefully, will help:-) > > > > > > -- > Best regards, > Odhiambo WASHINGTON, > Nairobi,KE > +254733744121/+254722743223 > _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ > "If you have nothing good to say about someone, just shut up!." > ? ? ? ? ? ? ?? -- Lucky Dube > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-3.8.7-new_item_map_backport.patch Type: application/octet-stream Size: 8274 bytes Desc: not available URL: From matt at hoov.net Tue Oct 12 17:18:45 2010 From: matt at hoov.net (Matt Hoover) Date: Tue, 12 Oct 2010 14:18:45 -0700 Subject: [rt-users] Set CF value to NULL via rest interface Message-ID: Can someone tell me the proper syntax to set a custom field value to NULL via rest? When it is NULL it has "(no value)" in the RT interface. I would like to reset the field via rest to this NULL state. Thanks! Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Oct 12 17:14:49 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 13 Oct 2010 01:14:49 +0400 Subject: [rt-users] Looking for the equivalent of RT-Extension-MergeUsers[History], but for queues. In-Reply-To: <4CB4ADA6.40200@uwaterloo.ca> References: <4CB4ADA6.40200@uwaterloo.ca> Message-ID: Hi, I don't think such extension exists, but may be there is no such need. You can move all tickets from one queue into another and disable the first. You can hack DB and do quite the same silently. Don't recommend to do either of that right in production. First thing can result in some scrips related madness (depends on your setup). Second thing can be harmful as well, for example if I forgot about some relation. On Tue, Oct 12, 2010 at 10:49 PM, Jeff Voskamp wrote: > ?Someone here got overzealous creating queues and we'd like to fold a few of > them back together. > > Jeff Voskamp -- Best regards, Ruslan. From festivus at gmail.com Wed Oct 13 02:18:26 2010 From: festivus at gmail.com (Andrew Best) Date: Wed, 13 Oct 2010 17:18:26 +1100 Subject: [rt-users] Organization Change In-Reply-To: References: Message-ID: Ive written up how I recovered from this problem. See: http://ausfestivus.wordpress.com/2010/10/13/recovering-from-a-changed-organization-value-in-request-tracker-mysql/ On 8 October 2010 23:47, Ruslan Zakirov wrote: > Organization change influence links and you have to update the table in the > DB. > > 2010 10 8 08:50 ???????????? "Andrew Best" ???????: > > > Afternoon, > > > > I've just realised that an RT instance that was upgraded and migrated to > a > > new host had a change of $Organization during the upgrade/migration. > > The list archives mention a wiki article which tells you how to fix this > but > > I havent been able to find the article. Has anyone got a link handy? > -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Oct 13 11:30:07 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 13 Oct 2010 08:30:07 -0700 Subject: [rt-users] custom fields (simple?) question In-Reply-To: References: <20101011163616.GU4363@jibsheet.com> Message-ID: Carlos, I didn't want to sound insulting or anything, but I had a crazy thought that if they were "Transaction" CF's, they would show on any tickets. I didn't mean to imply that you were a goof, ;-). Sometimes, I make some of the dumbest mistakes imaginable and have to do a "DOOH" when someone points out the obvious. Raed just did that on some code I was developing. I was trying to update info using the existing ticket info on a correspond instead of the trans info, so nothing happened. DUH! Kenn LBNL On Wed, Oct 13, 2010 at 3:33 AM, Carlos Javier wrote: > Kenn, > > They are created (because they are the same ones used in RI-IR > Incident Reports) as "Ticket" Custom Fields. > > As an example, the _RTIR_Customer Custom Field, in the Configuration > > Custom Fields > _RTIR_Customer > Basics page, appears as "Applies To: > Tickets". > > Thanks! > > Carlos > > On Tue, Oct 12, 2010 at 6:08 PM, Kenneth Crocker > wrote: > > Carlos, > > > > Just a quick question; did you create the Custom Fields as "Ticket" > Custom > > Fields or as "Transaction" Custom Fields? > > > > Kenn > > LBNL > > > > On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier > > > wrote: > >> > >> Thanks Kenneth for your answer. I had gone to > >> Config->CustomFields->Group Rights for the related custom fields, and > >> added ModifyCustomField and SeeCustomField to Everyone (just to make > >> it sure this is not the problem). Also, if I login as root/admin, I > >> get the same behaviour: can't see the custom fields, it shows the > >> regular fields of any other ticket. It doesn't seem to be a > >> permissions problem..... > >> > >> > You may want to concentrate on ways to keep the tickets in IR instead > >> > and segregate rights. > >> > >> Kevin, thank you for your suggestion, but I cannot see a way to tailor > >> permissions in RT/RT-IR that allows for different groups to see > >> different tickets that are in the same queue (say, Incident Reports) > >> depending on a ticket characteristic (Constituency, Customer, IP > >> address, another custom field, etc.). And, as o matter of fact, > >> "privacy" is very important for our project. > >> > >> Suggestions wellcomed! :) > >> > >> Carlos > >> > >> > >> On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone > >> wrote: > >> > On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: > >> >> Hi, > >> >> > >> >> I promise I've searched through http://www.gossamer-threads.com, but > >> >> either I'm very bad searching, or my question is too stupid (or > >> >> both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. > >> > > >> > I suspect your problem is that RTIR is a bit magical with regards to > >> > queues / custom fields for RTIR. > >> > > >> > You're going to need to do considerable work to make RTIR understand > >> > alternate > >> > queues being equivalent to Incident Reports. > >> > > >> > You may want to concentrate on ways to keep the tickets in IR instead > >> > and segregate rights. > >> > > >> > > >> > -kevin > >> > > >> >> I want to create several queues that behave as closely to "Incident > >> >> Report" as possible, but different ones, so different Groups can see > >> >> each one of them. > >> >> > >> >> So I created the first one, let's say "IR - 1". I add for it the same > >> >> Ticket Custom Fields that Incident Report has. Just for test, and not > >> >> have problems with permissions, I give Everyone all permissions on > >> >> this queue. > >> >> > >> >> Then, I go to create a ticket for this IR - 1 queue: > >> >> > >> >> - the custom fields do not appear, the entry window is just as a > >> >> general ticket window > >> >> - instead of the title "Create a new Incident Report", it shows > >> >> "Create a new ticket" > >> >> - I create the ticket, anyway. In "ticket metadata", the "custom > >> >> fields" tab is empty > >> >> > >> >> What am I doing wrong? > >> >> > >> >> Many thanks, > >> >> > >> >> Carlos > >> >> > >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 > >> >> Last one this year -- Learn how to get the most out of RT! > >> > > >> > > >> > RT Training in Washington DC, USA on Oct 25 & 26 2010 > >> > Last one this year -- Learn how to get the most out of RT! > >> > > >> > >> RT Training in Washington DC, USA on Oct 25 & 26 2010 > >> Last one this year -- Learn how to get the most out of RT! > > > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mpolichette at numirabio.com Wed Oct 13 11:44:23 2010 From: mpolichette at numirabio.com (Matt Polichette) Date: Wed, 13 Oct 2010 10:44:23 -0500 Subject: [rt-users] Internet Explorer changes custom fields when editing ticket basics Message-ID: Hello, We are trying to use RT as a bug tracker and have added a few custom fields to a queue. There are also a few custom fields which depend (are "categorized by") on other fields. When someone submits a bug, they create a ticket, select the program the bug is in, select the version of the program and write the bug report. All of that works, and because the "program version" custom field is categorized by the "program" custom field, the user only gets to choose versions based on what program they choose. After that the ticket is created and put in our bug tracking queue. We like RT for that functionality. However, the problem arises when anyone tries to update any of the basics using internet explorer. On most browsers when you click basics, the form is loaded with all the current values set, but in internet explorer the form is loaded and the dependent custom fields are set to (no value) instead of their current value. That is a problem because if someone changes anything without resetting those fields, they get set to (no value) and we lose what was there. I'm using IE8, RT 3.8.7, and the web2 theme, it seems to happen with any dependent custom fields. *Correction- this only effect custom fields which are categorized by another custom field which is assigned to the queue. So the problem doesn't show up with the choice for Operating System because the custom field "platform" which categorizes the operating system values is not assigned to this queue. Thanks for the help if anyone knows what I can do. (Besides not use IE, I wish that were an option). -Matt P mpolichette at numirabio.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Oct 13 12:24:53 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Oct 2010 12:24:53 -0400 Subject: [rt-users] custom fields (simple?) question In-Reply-To: References: <20101011163616.GU4363@jibsheet.com> Message-ID: <20101013162453.GV4363@jibsheet.com> On Tue, Oct 12, 2010 at 09:08:39AM -0700, Kenneth Crocker wrote: > Just a quick question; did you create the Custom Fields as "Ticket" Custom Fields or as > "Transaction" Custom Fields? Kenn Carlos is using RTIR. There are some special rules regarding CFs and Queues when using RTIR. -kevin > On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier <[1]carlosjavier.v at gmail.com> wrote: > > Thanks Kenneth for your answer. I had gone to > Config->CustomFields->Group Rights for the related custom fields, and > added ModifyCustomField and SeeCustomField to Everyone (just to make > it sure this is not the problem). Also, if I login as root/admin, I > get the same behaviour: can't see the custom fields, it shows the > regular fields of any other ticket. It doesn't seem to be a > permissions problem..... > > You may want to concentrate on ways to keep the tickets in IR instead > > and segregate rights. > > Kevin, thank you for your suggestion, but I cannot see a way to tailor > permissions in RT/RT-IR that allows for different groups to see > different tickets that are in the same queue (say, Incident Reports) > depending on a ticket characteristic (Constituency, Customer, IP > address, another custom field, etc.). And, as o matter of fact, > "privacy" is very important for our project. > > Suggestions wellcomed! :) > Carlos > > On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone > <[2]falcone at bestpractical.com> wrote: > > On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: > >> Hi, > >> > >> I promise I've searched through [3]http://www.gossamer-threads.com, but > >> either I'm very bad searching, or my question is too stupid (or > >> both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. > > > > I suspect your problem is that RTIR is a bit magical with regards to > > queues / custom fields for RTIR. > > > > You're going to need to do considerable work to make RTIR understand alternate > > queues being equivalent to Incident Reports. > > > > You may want to concentrate on ways to keep the tickets in IR instead > > and segregate rights. > > > > > > -kevin > > > >> I want to create several queues that behave as closely to "Incident > >> Report" as possible, but different ones, so different Groups can see > >> each one of them. > >> > >> So I created the first one, let's say "IR - 1". I add for it the same > >> Ticket Custom Fields that Incident Report has. Just for test, and not > >> have problems with permissions, I give Everyone all permissions on > >> this queue. > >> > >> Then, I go to create a ticket for this IR - 1 queue: > >> > >> - the custom fields do not appear, the entry window is just as a > >> general ticket window > >> - instead of the title "Create a new Incident Report", it shows > >> "Create a new ticket" > >> - I create the ticket, anyway. In "ticket metadata", the "custom > >> fields" tab is empty > >> > >> What am I doing wrong? > >> > >> Many thanks, > >> > >> Carlos > >> > >> RT Training in Washington DC, USA on Oct 25 & 26 2010 > >> Last one this year -- Learn how to get the most out of RT! > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > > References > > Visible links > 1. mailto:carlosjavier.v at gmail.com > 2. mailto:falcone at bestpractical.com > 3. http://www.gossamer-threads.com/ > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From drey111 at gmail.com Wed Oct 13 13:14:00 2010 From: drey111 at gmail.com (Joe Harris) Date: Wed, 13 Oct 2010 13:14:00 -0400 Subject: [rt-users] MyCalendar portlet on home screen Message-ID: I have a fresh new installation of RT that we are preparing to use (3.8.8). We also have another version (3.8.7) running that has been in use for over 6 years (and we live by it). In the new installation, I would like to add the MyCalendar portlet on the RT at a Glance page for all users. I did this in our current installation by going into configuration -> global -> rt at a glance and selecting it from the available side in summary. But for some reason in teh new installation, "MyCalendar" is not in the list of available fields. I do have the calendar item at the top and can view the calendar, but I would like to have it on our users home screens to help drive them with their tasks. In my configuration (RT_SiteConfig.pm) I have the following: Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::CommandByMail RT::Extension::ExtractCustomFieldValues RTx::Calendar) ); Set( @MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); Set($CalendarDisplayOwner, 1); Set($ICalTicketType, "Data::ICal::Entry::Event"); Set($ICalReminderType ,"Data::ICal::Entry::Todo"); @CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO'); Which is identical to the 3.8.7 installation. Does anyone have any suggestions? Thanks in advance! Joe From naweedmohammed.ahmed at lexisnexis.com Wed Oct 13 16:33:49 2010 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Wed, 13 Oct 2010 16:33:49 -0400 Subject: [rt-users] Drop down values hidden Message-ID: <8B590F2F6F36C0489A41B816231BF1BE05B07F38@INFMAIL.na.choicepoint.net> I have a list of drop down boxes on the ticket with Yes/No values in them but when I click on the drop down, the values are overlapped by the controls on the next line, it is not happening with all the combo boxes but a few and it is not looking good as you can see below (When I clicked on IsMainframe Access required? Combo box). Does any body else face this problem or have a solution to it ? Thanks Naweed ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 12393 bytes Desc: image002.jpg URL: From festivus at gmail.com Wed Oct 13 19:21:14 2010 From: festivus at gmail.com (Andrew Best) Date: Thu, 14 Oct 2010 10:21:14 +1100 Subject: [rt-users] Update Ticket Subject on Comment/Reply Message-ID: Morning all, Is it possible to change/update the subject on a ticket when a user comments or replies? At the moment the staff need to go into the ticket basics and update the subject manually. It would save them time if they could change/fix the subject of a ticket when they are commenting or replying to it. cheers Andrew -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Oct 13 20:12:14 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 13 Oct 2010 17:12:14 -0700 Subject: [rt-users] Update Ticket Subject on Comment/Reply In-Reply-To: References: Message-ID: Andrew, Check out CommandByMail. Kenn LBNL On Wed, Oct 13, 2010 at 4:21 PM, Andrew Best wrote: > Morning all, > > Is it possible to change/update the subject on a ticket when a user > comments or replies? > > At the moment the staff need to go into the ticket basics and update the > subject manually. It would save them time if they could change/fix the > subject of a ticket when they are commenting or replying to it. > > cheers > Andrew > > -- > Never be afraid to try something new. Remember, amateurs built the ark, and > professionals built the Titanic. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From festivus at gmail.com Wed Oct 13 22:22:37 2010 From: festivus at gmail.com (Andrew Best) Date: Thu, 14 Oct 2010 13:22:37 +1100 Subject: [rt-users] Update Ticket Subject on Comment/Reply In-Reply-To: References: Message-ID: Thanks Kenneth, Not sure that's going to do what I want it to. Unless I missed something? I don't want to update the subject via email, I want to update the subject of the ticket via the GUI when an agent replies or comments on a ticket. cheers Andrew On 14 October 2010 11:12, Kenneth Crocker wrote: > > Check out CommandByMail. > > On Wed, Oct 13, 2010 at 4:21 PM, Andrew Best wrote: > >> >> Is it possible to change/update the subject on a ticket when a user >> comments or replies? >> >> At the moment the staff need to go into the ticket basics and update the >> subject manually. It would save them time if they could change/fix the >> subject of a ticket when they are commenting or replying to it. >> > -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. -------------- next part -------------- An HTML attachment was scrubbed... URL: From support at oeko.net Thu Oct 14 08:59:03 2010 From: support at oeko.net (Toni Mueller) Date: Thu, 14 Oct 2010 14:59:03 +0200 Subject: [rt-users] book? Message-ID: <20101014125903.31480.qmail@oak.oeko.net> Hi, I thought I should buy the book, but found that it is from 2005, and only rarely available in the first place. Will there be a current edition, and/or is the book still useful for users of 3.8/3.9? TIA! Kind regards, --Toni++ From trs at bestpractical.com Thu Oct 14 09:45:00 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 14 Oct 2010 09:45:00 -0400 Subject: [rt-users] book? In-Reply-To: <20101014125903.31480.qmail@oak.oeko.net> References: <20101014125903.31480.qmail@oak.oeko.net> Message-ID: <4CB7095C.6080706@bestpractical.com> On 14 Oct 2010 08:59, Toni Mueller wrote: > I thought I should buy the book, but found that it is from 2005, and > only rarely available in the first place. Will there be a current > edition, and/or is the book still useful for users of 3.8/3.9? Rarely available? It's available in a large variety of formats from Amazon and O'Reilly: http://bestpractical.com/rt/harrierbook.html While many of the specific examples and screenshots you'll find only apply to 3.4, the book also teaches a lot of the general concepts used by RT and these are just as applicable to newer versions. It is not the be all, end all source of RT documentation, but it is a good start. Thomas From jpierce at cambridgeenergyalliance.org Thu Oct 14 10:52:51 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 14 Oct 2010 10:52:51 -0400 Subject: [rt-users] book? In-Reply-To: <4CB7095C.6080706@bestpractical.com> References: <20101014125903.31480.qmail@oak.oeko.net> <4CB7095C.6080706@bestpractical.com> Message-ID: > by RT and these are just as applicable to newer versions. ?It is not the > be all, end all source of RT documentation, but it is a good start. I conquer. From garyo at genarts.com Thu Oct 14 11:33:13 2010 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 14 Oct 2010 11:33:13 -0400 Subject: [rt-users] Overriding CSS in ticket display? Message-ID: <4CB722B9.5070503@genarts.com> I have some tickets that have HTML (coming from email, which was pasted from Word), so they have lots of

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which RT displays with a 1em margin, so they get really spaced out. I can easily fix that in main.css or ticket.css like this: p.MsoNormal { margin: 0px 0px; } but how can I make that fix resist being overwritten by new versions of RT? -- Gary Oberbrunner From JHeath at itsgames.com Thu Oct 14 11:39:08 2010 From: JHeath at itsgames.com (Jesse Heath) Date: Thu, 14 Oct 2010 10:39:08 -0500 Subject: [rt-users] ACLEquivalenceObjects error Message-ID: <4A8AB441BC3EBB47BCD7757C64AE42A41F3FCA9092@itnt-mail03.itsgames.com> have set up RT 3.8.4 on Ubuntu 9.10 with mySQL. I then installed RTFM 2.4.1 and everything seemed to work fine until I tried to configure RTFM. I then receive Can't locate object method "ACLEquivalenceObjects" via package "RT::FM::System" at /usr/share/request-tracker3.8/lib/RT/Principal_Overlay.pm line 327. I looked and it appears the object is where it should be. I looked on the web and found a few vague references but nothing that would help be resolve this issue. Thanks Jesse Heath Oracle Applications Specialist Incredible Technologies, Inc. 3333 N. Kennicott Ave. Arlington Heights, IL 60004 (847) 870-7027 x202 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Oct 14 11:45:08 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 14 Oct 2010 11:45:08 -0400 Subject: [rt-users] Overriding CSS in ticket display? In-Reply-To: <4CB722B9.5070503@genarts.com> References: <4CB722B9.5070503@genarts.com> Message-ID: <4CB72584.1070805@bestpractical.com> On 14 Oct 2010 11:33, Gary Oberbrunner wrote: > I have some tickets that have HTML (coming from email, which was pasted > from Word), so they have lots of

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which RT > displays with a 1em margin, so they get really spaced out. I can easily > fix that in main.css or ticket.css like this: > > p.MsoNormal { > margin: 0px 0px; > } > > but how can I make that fix resist being overwritten by new versions of RT? You're looking for callbacks. See http://wiki.bestpractical.com/view/Customizing. If you told us what version of RT you're running, someone could point you to the right place to look. Thomas From garyo at genarts.com Thu Oct 14 11:49:58 2010 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 14 Oct 2010 11:49:58 -0400 Subject: [rt-users] Overriding CSS in ticket display? In-Reply-To: <4CB72572.9060109@bestpractical.com> References: <4CB722B9.5070503@genarts.com> <4CB72572.9060109@bestpractical.com> Message-ID: <4CB726A6.6040302@genarts.com> On 10/14/2010 11:44 AM, Thomas Sibley wrote: > On 14 Oct 2010 11:33, Gary Oberbrunner wrote: >> I have some tickets that have HTML (coming from email, which was pasted >> from Word), so they have lots of

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which RT >> displays with a 1em margin, so they get really spaced out. I can easily >> fix that in main.css or ticket.css like this: >> >> p.MsoNormal { >> margin: 0px 0px; >> } >> >> but how can I make that fix resist being overwritten by new versions of RT? > You're looking for callbacks. See > http://wiki.bestpractical.com/view/Customizing. > > If you told us what version of RT you're running, someone could point > you to the right place to look. Doh, sorry about that. 3.8.2 on Ubuntu 8.04. I didn't realize there were callbacks for CSS -- how's that even work?! -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner garyo at genarts.com GenArts, Inc. Tel: 617-492-2888 955 Mass. Ave Fax: 617-492-2852 Cambridge, MA 02139 USA www.genarts.com From javoskam at uwaterloo.ca Thu Oct 14 11:55:13 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Thu, 14 Oct 2010 11:55:13 -0400 Subject: [rt-users] Overriding CSS in ticket display? In-Reply-To: <4CB726A6.6040302@genarts.com> References: <4CB722B9.5070503@genarts.com> <4CB72572.9060109@bestpractical.com> <4CB726A6.6040302@genarts.com> Message-ID: <4CB727E1.8030409@uwaterloo.ca> On 10/14/2010 11:49 AM, Gary Oberbrunner wrote: > On 10/14/2010 11:44 AM, Thomas Sibley wrote: >> On 14 Oct 2010 11:33, Gary Oberbrunner wrote: >>> I have some tickets that have HTML (coming from email, which was pasted >>> from Word), so they have lots of

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which RT >>> displays with a 1em margin, so they get really spaced out. I can easily >>> fix that in main.css or ticket.css like this: >>> >>> p.MsoNormal { >>> margin: 0px 0px; >>> } >>> >>> but how can I make that fix resist being overwritten by new versions of RT? >> You're looking for callbacks. See >> http://wiki.bestpractical.com/view/Customizing. >> >> If you told us what version of RT you're running, someone could point >> you to the right place to look. > Doh, sorry about that. 3.8.2 on Ubuntu 8.04. I didn't realize there > were callbacks for CSS -- how's that even work?! > Put your fix in .../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End Jeff From kfcrocker at lbl.gov Thu Oct 14 11:57:30 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 14 Oct 2010 08:57:30 -0700 Subject: [rt-users] Update Ticket Subject on Comment/Reply In-Reply-To: References: Message-ID: Andrew, Then you will have to create a scrip based on Condition: "On Correspond" or "On Comment" and put your modification code in the Custom Action sections. Kenn LBNL On Wed, Oct 13, 2010 at 7:22 PM, Andrew Best wrote: > Thanks Kenneth, > > Not sure that's going to do what I want it to. Unless I missed something? > > I don't want to update the subject via email, I want to update the subject > of the ticket via the GUI when an agent replies or comments on a ticket. > > cheers > Andrew > > On 14 October 2010 11:12, Kenneth Crocker wrote: > >> >> Check out CommandByMail. >> >> On Wed, Oct 13, 2010 at 4:21 PM, Andrew Best wrote: >> >>> >>> Is it possible to change/update the subject on a ticket when a user >>> comments or replies? >>> >>> At the moment the staff need to go into the ticket basics and update the >>> subject manually. It would save them time if they could change/fix the >>> subject of a ticket when they are commenting or replying to it. >>> >> > -- > Never be afraid to try something new. Remember, amateurs built the ark, and > professionals built the Titanic. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From garyo at genarts.com Thu Oct 14 12:24:05 2010 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 14 Oct 2010 12:24:05 -0400 Subject: [rt-users] Overriding CSS in ticket display? In-Reply-To: <4CB727E1.8030409@uwaterloo.ca> References: <4CB722B9.5070503@genarts.com> <4CB72572.9060109@bestpractical.com> <4CB726A6.6040302@genarts.com> <4CB727E1.8030409@uwaterloo.ca> Message-ID: <4CB72EA5.7090406@genarts.com> On 10/14/2010 11:55 AM, Jeff Voskamp wrote: > Put your fix in > .../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End Hmm, can't get it to work for me. Tried local/rt/html as you have above, and just local/html where all my other callbacks are... doesn't seem to load my file into main-squished.css. (Yes, I'm restarting apache.) I'll turn on some logging & see if I can figure it out. -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner garyo at genarts.com GenArts, Inc. Tel: 617-492-2888 955 Mass. Ave Fax: 617-492-2852 Cambridge, MA 02139 USA www.genarts.com From support at oeko.net Thu Oct 14 12:31:10 2010 From: support at oeko.net (Toni Mueller) Date: Thu, 14 Oct 2010 18:31:10 +0200 Subject: [rt-users] book? In-Reply-To: <4CB7095C.6080706@bestpractical.com> References: <20101014125903.31480.qmail@oak.oeko.net> <4CB7095C.6080706@bestpractical.com> Message-ID: <20101014163110.12531.qmail@oak.oeko.net> Hi, On Thu, 14.10.2010 at 09:45:00 -0400, Thomas Sibley wrote: > Rarely available? It's available in a large variety of formats from > Amazon and O'Reilly: http://bestpractical.com/rt/harrierbook.html thanks - I've checked that the book is available at Amazon, but would prefer a local bookstore, where availability isn't that good. > While many of the specific examples and screenshots you'll find only What a waste, but > the book also teaches a lot of the general concepts used > by RT and these are just as applicable to newer versions. if the book covers this stuff in sufficient detail, I'll definitely get it. Kind regards, --Toni++ From garyo at genarts.com Thu Oct 14 12:46:46 2010 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 14 Oct 2010 12:46:46 -0400 Subject: [rt-users] Overriding CSS in ticket display? In-Reply-To: <4CB72EA5.7090406@genarts.com> References: <4CB722B9.5070503@genarts.com> <4CB72572.9060109@bestpractical.com> <4CB726A6.6040302@genarts.com> <4CB727E1.8030409@uwaterloo.ca> <4CB72EA5.7090406@genarts.com> Message-ID: <4CB733F6.3020504@genarts.com> On 10/14/2010 12:24 PM, Gary Oberbrunner wrote: > On 10/14/2010 11:55 AM, Jeff Voskamp wrote: >> Put your fix in >> .../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End > Hmm, can't get it to work for me. Tried local/rt/html as you have > above, and just local/html where all my other callbacks are... doesn't > seem to load my file into main-squished.css. (Yes, I'm restarting > apache.) I'll turn on some logging & see if I can figure it out. > Got it. It goes in local/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End. (and ticket.css isn't overridable in that way, has to be main.css I think) I'll update the wiki. -- Gary From engle at 4j.lane.edu Thu Oct 14 13:15:33 2010 From: engle at 4j.lane.edu (Kurt Engle) Date: Thu, 14 Oct 2010 10:15:33 -0700 (PDT) Subject: [rt-users] Ticket 'Take' field in custom query Message-ID: <2032553875.529946.1287076533005.JavaMail.root@mail3.4j.lane.edu> I am looking to add the 'Take' ticket option in a custom query that filters new tickets based on building location. Creating the query is the easy part but I have not been able to figure out how to add the 'Take' option to the query output. Anyone have any suggestions or instructions on how to do this? Thanks Kurt Engle Network Engineer Eugene 4J Schools -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 14 19:39:36 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 14 Oct 2010 16:39:36 -0700 Subject: [rt-users] RT Query not allowing any Custom Field selection Message-ID: To List, I'm getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues. I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into *"Advanced"*. Every change I make after that cannot be applied. I just end up back in the *"Advanced"* screen. It acts like there is no such Custom FIeld. I tried "Like" and "is" and no joy. I've checked the Custom Field and it *IS* applied to those Queues. The Values *ARE* available for "Select One" I am a SuperUser so I *should* have rights to it, but I went ahead and added "AdminCustomField", "ModifyCustomField" and "SeeCustomField" to the group I'm in anyway. Still no joy. When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code: select * from OBJECTCUSTOMFIELDVALUES where CustomField = 50111 and (Content = 'Ledger' or Content = 'Expense'); I got 12 records. None are disabled. I'm in 3.8.7 and Queries *without *Custom Fields are working fine. Has anyone noticed this? Was it mentioned awhile back and I missed it? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From stuart.browne at ausregistry.com.au Thu Oct 14 19:51:23 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 15 Oct 2010 10:51:23 +1100 Subject: [rt-users] 'Show Results' link / Query Builder occasionally not working properly Message-ID: <8CEF048B9EC83748B1517DC64EA130FB4396EFD77B@off-win2003-01.ausregistrygroup.local> Hi, Running RT 3.8.8 / DBIx::SearchBuilder 1.56, and have noticed some strange behaviour with the 'Show Results' link and the Query Builder. >From the 'At A Glance' page, I generally click on 'xx highest priority tickets I own' to bring up the search result, then click 'Edit Search' and add 'Priority > -2' to show only positive value priority tickets. Thus far, all is fine (and I understand I can just alter the saved search, but that's not what I want). >From there, I use the list, going into and out of tickets, sometimes navigating into Configuration or other areas, then click back on 'Tickets' and 'Show Results'. For whatever reason, the search is modified to be 'Priority > 2'. Steps to reproduce, and what is shown on the screen: 1. Log In 2. Click on 'xx highest priority tickets I own' 3. Click on 'Edit Search' 4. Use dropdown boxes to add 'Priority' 'greater than' '-2', clicked 'Add these items' (or '... and Search') - At this point, the query is as follows: Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' OR Status = 'validating' OR Status = 'WaitExt' ) AND Queue != 'Holding' AND Priority > '-2' 5. Click on any other left-hand menu item 6. Click on 'Tickets' - Query shown is correct with the '-2' Priority 7. Click on 'Show Results' At this point, the query has changed to: Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' OR Status = 'validating' OR Status = 'WaitExt' ) AND Queue != 'Holding' AND Priority > 2 If at step 4, you press 'Add these items' 3 times, it also removes the negative. I'm not good enough at the internals of the query builder to know why the state of this field changes 'magically', but it didn't happen in prior versions. Has anybody else seen this, or can they reproduce the issue? ;) Stuart J. Browne Senior Unix Administrator, Network Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From superjuke at gmail.com Thu Oct 14 20:05:43 2010 From: superjuke at gmail.com (Jason Edgar) Date: Thu, 14 Oct 2010 20:05:43 -0400 Subject: [rt-users] custom fields below description Message-ID: <2010101420543.856573@kentsfield> how do I reorder my layout to have my custom fields below the description text-area? Thanks all. From slicer at onthenet.com.au Thu Oct 14 20:49:27 2010 From: slicer at onthenet.com.au (Slicer085) Date: Thu, 14 Oct 2010 17:49:27 -0700 (PDT) Subject: [rt-users] Help with RT::Extension::SLA and BUSINESS::HOURS Message-ID: <29967862.post@talk.nabble.com> Hi There, I have Upgraded to 3.8.8, have installed all the correct modules and things are looking good. I have an issue with the RT::Extension::SLA Extension working with BUSINESS::HOURS. I have an SLA - General which sets a due date to +4 hours, this works great. But I cannot seem to get it to operate on Business hours only.... I set the business hours from 1300 - 1900 Friday for testing As you can see below, it has ignored this and just added the +4 hours now (Which is outside business hours) - See my config below Created: Fri Oct 15 10:33:26 2010 Starts: Fri Oct 15 10:33:26 2010 Started: Not set Last Contact: Not set Due: Fri Oct 15 14:33:26 2010 # Set Business Hours Set(%ServiceBusinessHours, ( 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '13:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '09:00', End => '13:00' }, )); # RT:Extension::SLA Config Set( %ServiceAgreements, ( Default => 'General', QueueDefault => { 'Support' => 'General', }, Levels => { 'General' => { Resolve => { BusinessMinutes => 60*4 } }, 'SL1' => { Resolve => { BusinessMinutes => 60*4 } }, 'SL2' => { Resolve => { BusinessMinutes => 60*2 } }, 'SL3' => { Resolve => { BusinessMinutes => 15 } }, }, ) ); Any suggestions? -- View this message in context: http://old.nabble.com/Help-with-RT%3A%3AExtension%3A%3ASLA-and-BUSINESS%3A%3AHOURS-tp29967862p29967862.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From slicer at onthenet.com.au Thu Oct 14 21:32:06 2010 From: slicer at onthenet.com.au (Leigh Havas) Date: Fri, 15 Oct 2010 11:32:06 +1000 Subject: [rt-users] Help with RT::Extension::SLA and BUSINESS::HOURS In-Reply-To: <29967862.post@talk.nabble.com> References: <29967862.post@talk.nabble.com> Message-ID: <4CB7AF16.3000807@onthenet.com.au> On 15/10/10 10:49 AM, Slicer085 wrote: > Hi There, > > I have Upgraded to 3.8.8, have installed all the correct modules and things > are looking good. > > I have an issue with the RT::Extension::SLA Extension working with > BUSINESS::HOURS. > > > > Any suggestions? > Further to this... If I set the hours manually in /usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm It works. But then I cannot set it per/queue. Unless someone has any other solution? From payam at rasana.net Fri Oct 15 00:13:03 2010 From: payam at rasana.net (Payam Poursaied) Date: Fri, 15 Oct 2010 07:43:03 +0330 Subject: [rt-users] Ticket 'Take' field in custom query Message-ID: <00c201cb6c1f$474ebe80$d5ec3b80$@net> >I am looking to add the 'Take' ticket option in a custom query that filters new tickets based on building location. Creating the query is the easy part but I have not been able to figure out how to add the 'Take' option to the query output. You can add the following in the Format and you will have the "Take it" link in your results: 'Take it!/TITLE:Take' -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 5180 bytes Desc: not available URL: From Markus.Kummer at t-systems.com Fri Oct 15 02:33:53 2010 From: Markus.Kummer at t-systems.com (Markus.Kummer at t-systems.com) Date: Fri, 15 Oct 2010 08:33:53 +0200 Subject: [rt-users] Pressing the ticket Create button twice creates the same ticket twice Message-ID: <50CCFFD1B9C6424389383F7A13A0344601214E37D7E4@HE101451.emea1.cds.t-internal.com> Dear list, My environment: RT 3.8.8 Perl 5.8.8 apache 2.2.8 FastCGI 2.4.6 OS: Ubuntu or SuSE (same behaviour) I have a problem with the ticket creation. The following situation: A user wants to create a ticket and clicks the create button. Because of a slow network connection the response takes some seconds. The user is impatient and presses the create button again. -> Two tickets with different id's but same content are created. The user can create the same ticket as long as the response from the first create has come back. This did not occur in RT 3.4.6. Is there any way to deactivate the create button until the request has finished? Thanks for any help. Best regards, Markus ============================================ T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kummer at t-systems.com T-Systems International GmbH Supervisory Board: Ren? Obermann (Chairman) Board of Management: Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Georg Pepping, Klaus Werner Commercial register: Amtsgericht Frankfurt am Main HRB 55933 Registered office: Frankfurt am Main WEEE -Reg.-No. DE87523644 From Ingo.Itter at ages.de Fri Oct 15 03:05:32 2010 From: Ingo.Itter at ages.de (Ingo.Itter at ages.de) Date: Fri, 15 Oct 2010 09:05:32 +0200 Subject: [rt-users] default owner Message-ID: Hello List, how can i set default owner to the value of the creator ?. The default setting is nobody Thank you _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.sjoberg at deltamanagement.se Fri Oct 15 04:50:56 2010 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Fri, 15 Oct 2010 10:50:56 +0200 Subject: [rt-users] GnuPG Interface Mouse and Moose - Missing dependencies In-Reply-To: <29543938.post@talk.nabble.com> References: <1723122404.148.1277481728330.JavaMail.javamailuser@localhost> <29543619.post@talk.nabble.com> <29543938.post@talk.nabble.com> Message-ID: Did anyone solve this? I ran into the same problem after yum updated perl on my CentOS server. My versions: Mouse-0.64 Any-Moose-0.13 GnuPG-Interface-0.42 perl-5.8.8-32.el5_5.2 /Johan > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of MariaE > Sent: den 26 augusti 2010 17:49 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing > dependencies > > > I forgot indicate the versions that I have installed: > > Mouse-0.64 > Any-Moose-0.13 > GnuPG-Interface-0.42 > perl-5.8.8-32 > > Thanks, > > > MariaE wrote: > > > > Hi Mark, > > > > I also upgraded my perl and I have the exactly the same problem, maybe > you > > resolved the problem? > > > > Thanks, > > Maria Elena > > > > > > Mark Street wrote: > >> > >> Hi, > >> > >> I broke rt 3.8.8 after updating my Centos 5 box with yum...it upgraded > >> perl. I knew it was going to be a problem right after I did it.... > >> > >> I ran make testdeps in my rt3 source directory and used CPAN to update > >> all of the missing modules... all but 1, the GnuPG::Interface module is > >> not behaving. > >> > >> SOME DEPENDENCIES WERE MISSING. > >> GPG missing dependencies: > >> GnuPG::Interface ...MISSING > >> Undefined subroutine &Mouse::Util::get_metaclass_by_name called at > >> /usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103. > >> make: *** [testdeps] Error 1 > >> > >> I installed GnuPG 0.4.2 through cpan and manually installed it so I know > >> it is installed. I did the same thing for Mouse and Any::Moose. > >> > >> I have seen 1 other similar instance of this on a search of gossamer > >> threads forums from June 21st... so I am not alone. > >> > >> Any ideas on how to remedy this one? > >> > >> -- > >> Mark Street, D.C., RHCE > >> Chief Technology Officer > >> Alliance Medical Center > >> (707) 433-5494 > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > > > -- > View this message in context: http://old.nabble.com/GnuPG-Interface- > Mouse-and-Moose---Missing-dependencies-tp28993895p29543938.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! From johan.sjoberg at deltamanagement.se Fri Oct 15 05:10:53 2010 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Fri, 15 Oct 2010 11:10:53 +0200 Subject: [rt-users] GnuPG Interface Mouse and Moose - Missing dependencies In-Reply-To: References: <1723122404.148.1277481728330.JavaMail.javamailuser@localhost> <29543619.post@talk.nabble.com> <29543938.post@talk.nabble.com> Message-ID: I solved it myself. I forced a reinstall of Scalar::Util from cpan, and after that it seems to work. At least I can now start Apache... /Johan > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Johan Sj?berg > Sent: den 15 oktober 2010 10:51 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing > dependencies > > Did anyone solve this? I ran into the same problem after yum updated perl > on my CentOS server. > > My versions: > Mouse-0.64 > Any-Moose-0.13 > GnuPG-Interface-0.42 > perl-5.8.8-32.el5_5.2 > > /Johan > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of MariaE > > Sent: den 26 augusti 2010 17:49 > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing > > dependencies > > > > > > I forgot indicate the versions that I have installed: > > > > Mouse-0.64 > > Any-Moose-0.13 > > GnuPG-Interface-0.42 > > perl-5.8.8-32 > > > > Thanks, > > > > > > MariaE wrote: > > > > > > Hi Mark, > > > > > > I also upgraded my perl and I have the exactly the same problem, maybe > > you > > > resolved the problem? > > > > > > Thanks, > > > Maria Elena > > > > > > > > > Mark Street wrote: > > >> > > >> Hi, > > >> > > >> I broke rt 3.8.8 after updating my Centos 5 box with yum...it upgraded > > >> perl. I knew it was going to be a problem right after I did it.... > > >> > > >> I ran make testdeps in my rt3 source directory and used CPAN to update > > >> all of the missing modules... all but 1, the GnuPG::Interface module is > > >> not behaving. > > >> > > >> SOME DEPENDENCIES WERE MISSING. > > >> GPG missing dependencies: > > >> GnuPG::Interface ...MISSING > > >> Undefined subroutine &Mouse::Util::get_metaclass_by_name called at > > >> /usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103. > > >> make: *** [testdeps] Error 1 > > >> > > >> I installed GnuPG 0.4.2 through cpan and manually installed it so I know > > >> it is installed. I did the same thing for Mouse and Any::Moose. > > >> > > >> I have seen 1 other similar instance of this on a search of gossamer > > >> threads forums from June 21st... so I am not alone. > > >> > > >> Any ideas on how to remedy this one? > > >> > > >> -- > > >> Mark Street, D.C., RHCE > > >> Chief Technology Officer > > >> Alliance Medical Center > > >> (707) 433-5494 > > >> > > >> > > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > >> Buy a copy at http://rtbook.bestpractical.com > > >> > > > > > > > > > > -- > > View this message in context: http://old.nabble.com/GnuPG-Interface- > > Mouse-and-Moose---Missing-dependencies-tp28993895p29543938.html > > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! From Raed.El-Hames at vialtus.com Fri Oct 15 05:25:47 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Fri, 15 Oct 2010 10:25:47 +0100 Subject: [rt-users] RT Query not allowing any Custom Field selection In-Reply-To: References: Message-ID: Hi Ken: It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL .. Can you share what you get in the advanced Query ? it may also be a problem in the displayed fields listed in Format. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 00:40 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT Query not allowing any Custom Field selection To List, I'm getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues. I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into "Advanced". Every change I make after that cannot be applied. I just end up back in the "Advanced" screen. It acts like there is no such Custom FIeld. I tried "Like" and "is" and no joy. I've checked the Custom Field and it IS applied to those Queues. The Values ARE available for "Select One" I am a SuperUser so I should have rights to it, but I went ahead and added "AdminCustomField", "ModifyCustomField" and "SeeCustomField" to the group I'm in anyway. Still no joy. When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code: select * from OBJECTCUSTOMFIELDVALUES where CustomField = 50111 and (Content = 'Ledger' or Content = 'Expense'); I got 12 records. None are disabled. I'm in 3.8.7 and Queries without Custom Fields are working fine. Has anyone noticed this? Was it mentioned awhile back and I missed it? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.anderson at bipsolutions.com Fri Oct 15 06:11:31 2010 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Fri, 15 Oct 2010 11:11:31 +0100 Subject: [rt-users] default owner In-Reply-To: References: Message-ID: Easiest way is with a scrip. The scrip below is one that my team uses. It?s slightly different than what you?re wanting, as it only acts if the creator is a member of our team; as the team is only three people, I?ve just hard coded the ids, but if you remove the return 1 unless ($actor==60 line, it?ll do what you want. Steve Anderson Scrip: On create User Defined Global Template: Blank Transaction Create Custom Action preparation code: return 1; Custom Action Cleanup code: # get actor ID my $Actor = $self->TransactionObj->Creator; # if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; # don't set owner unless requestor is a member of the network team return 1 unless ($Actor == 60 || $Actor == 53802 || $Actor == 105200); # get out unless ticket owner is nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # ok, try to change owner $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } $self->TicketObj->SetStatus('open'); return 1; From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ingo.Itter at ages.de Sent: 15 October 2010 08:06 To: rt-users at lists.bestpractical.com Subject: [rt-users] default owner Hello List, how can i set default owner to the value of the creator ?. The default setting is nobody Thank you _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 ________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email ________________________________ ________________________________ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Oct 15 07:16:06 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 15 Oct 2010 13:16:06 +0200 Subject: [rt-users] Problem with Approval Creation Message-ID: Dear List, i'm trying to create an approval Ticket (RT 3.6.5) with the following Template: ===Create-Ticket: INVEST Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Depended-On-By: TOP Refers-To: {$Tickets{'TOP'}->Id()} Queue: ___APPROVAL Type: approval Requestor: {$Tickets{'TOP'}->RequestorAddresses()} AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} Content-Type: text/plain Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} {$Tickets{"TOP"}->Transactions->First->Content()} ENDOFCONTENT Script for this: OnOpen CreateTickets Template: Approval So, when a ticket is going to open, create an approval ticket This is working fine so far, but this Part: AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} wont work, the adminCC Field is empty. Before the ticket is going to open, we add a group as admincc to the ticket, and this group members should later on also the approvers. Below the logfile output: [Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588) [Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Depended-On-By: TOP Refers-To: {$Tickets{'TOP'}->Id()} Queue: ___APPROVAL Type: approval Requestor: {$Tickets{'TOP'}->RequestorAddresses()} AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} Content-Type: text/plain Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} {$Tickets{"TOP"}->Transactions->First->Content()} ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881) [Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten ignorieren Depended-On-By: TOP Refers-To: 44425100 Queue: ___APPROVAL Type: approval Requestor: someuser at company.com AdminCC: Content-Type: text/plain Content: Your approval is requested for the ticket 44425100: TEST 9 bitten ignorieren Requested_by_Region: HQ - Head Quarter Requested_by_Name: Some Name Value: 123 Remarks: TEST ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897) Any ideas? I'm confused at the moment :-( Thanks Torsten -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Oct 15 06:38:00 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Fri, 15 Oct 2010 12:38:00 +0200 Subject: [rt-users] Problem with Approval Creation In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402EF77B9@w3hamboex11.ger.win.int.kn> Dear List, i'm trying to create an approval Ticket (RT 3.6.5) with the following Template: ===Create-Ticket: INVEST Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Depended-On-By: TOP Refers-To: {$Tickets{'TOP'}->Id()} Queue: ___APPROVAL Type: approval Requestor: {$Tickets{'TOP'}->RequestorAddresses()} AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} Content-Type: text/plain Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} {$Tickets{"TOP"}->Transactions->First->Content()} ENDOFCONTENT Script for this: OnOpen CreateTickets Template: Approval So, when a ticket is going to open, create an approval ticket This is working fine so far, but this Part: AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} wont work, the adminCC Field is empty. Before the ticket is going to open, we add a group as admincc to the ticket, and this group members should later on also the approvers. Below the logfile output: [Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588) [Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Depended-On-By: TOP Refers-To: {$Tickets{'TOP'}->Id()} Queue: ___APPROVAL Type: approval Requestor: {$Tickets{'TOP'}->RequestorAddresses()} AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} Content-Type: text/plain Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} {$Tickets{"TOP"}->Transactions->First->Content()} ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881) [Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten ignorieren Depended-On-By: TOP Refers-To: 44425100 Queue: ___APPROVAL Type: approval Requestor: someuser at company.com AdminCC: Content-Type: text/plain Content: Your approval is requested for the ticket 44425100: TEST 9 bitten ignorieren Requested_by_Region: HQ - Head Quarter Requested_by_Name: Some Name Value: 123 Remarks: TEST ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897) Any ideas? I'm confused at the moment :-( Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Oct 15 07:54:31 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 15 Oct 2010 13:54:31 +0200 Subject: [rt-users] Problem with Approval Creation In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039402EF77B9@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039402EF77B9@w3hamboex11.ger.win.int.kn> Message-ID: OK, problem fixed, found the error. Use AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddressesAsString()} instead Torsten 2010/10/15 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID < torsten.brumm at kuehne-nagel.com> > Dear List, > i'm trying to create an approval Ticket (RT 3.6.5) with the following > Template: > > ===Create-Ticket: INVEST > Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} - > {$Tickets{"TOP"}->Subject} > Depended-On-By: TOP > Refers-To: {$Tickets{'TOP'}->Id()} > Queue: ___APPROVAL > Type: approval > Requestor: {$Tickets{'TOP'}->RequestorAddresses()} > AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} > Content-Type: text/plain > Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: > {$Tickets{"TOP"}->Subject} > > {$Tickets{"TOP"}->Transactions->First->Content()} > ENDOFCONTENT > > Script for this: > > OnOpen > CreateTickets > Template: Approval > > So, when a ticket is going to open, create an approval ticket > > This is working fine so far, but this Part: > > AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} > wont work, the adminCC Field is empty. > > Before the ticket is going to open, we add a group as admincc to the > ticket, and this group members should later on also the approvers. > > Below the logfile output: > > [Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of > RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588) > [Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating > Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} - > {$Tickets{"TOP"}->Subject} > Depended-On-By: TOP > Refers-To: {$Tickets{'TOP'}->Id()} > Queue: ___APPROVAL > Type: approval > Requestor: {$Tickets{'TOP'}->RequestorAddresses()} > AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()} > Content-Type: text/plain > Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: > {$Tickets{"TOP"}->Subject} > > {$Tickets{"TOP"}->Transactions->First->Content()} > ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881) > [Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding > Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten > ignorieren > Depended-On-By: TOP > Refers-To: 44425100 > Queue: ___APPROVAL > Type: approval > Requestor: someuser at company.com > AdminCC: > Content-Type: text/plain > Content: Your approval is requested for the ticket 44425100: TEST 9 bitten > ignorieren > > Requested_by_Region: HQ - Head Quarter > Requested_by_Name: Some Name > Value: 123 > Remarks: > > TEST > > > ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897) > Any ideas? I'm confused at the moment :-( > > Thanks > > Torsten > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian > Marnett?, Mark Reinhardt, Jens Wollesen, Klaus J?ger (stellv.), Sitz: > Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, > Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: > Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ingo.Itter at ages.de Fri Oct 15 08:21:13 2010 From: Ingo.Itter at ages.de (Ingo.Itter at ages.de) Date: Fri, 15 Oct 2010 14:21:13 +0200 Subject: [rt-users] =?iso-8859-1?q?Antwort=3A_RE=3A__default_owner_=5BAGES?= =?iso-8859-1?q?=3A_Viren_gepr=FCft_!!=5D?= In-Reply-To: Message-ID: Hello Steve, it works, thank you Steve Anderson 15.10.2010 12:11 An "Ingo.Itter at ages.de" , "rt-users at lists.bestpractical.com" Kopie Thema RE: [rt-users] default owner [AGES: Viren gepr?ft !!] Easiest way is with a scrip. The scrip below is one that my team uses. It?s slightly different than what you?re wanting, as it only acts if the creator is a member of our team; as the team is only three people, I?ve just hard coded the ids, but if you remove the return 1 unless ($actor==60 line, it?ll do what you want. Steve Anderson Scrip: On create User Defined Global Template: Blank Transaction Create Custom Action preparation code: return 1; Custom Action Cleanup code: # get actor ID my $Actor = $self->TransactionObj->Creator; # if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; # don't set owner unless requestor is a member of the network team return 1 unless ($Actor == 60 || $Actor == 53802 || $Actor == 105200); # get out unless ticket owner is nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # ok, try to change owner $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); return undef; } $self->TicketObj->SetStatus('open'); return 1; From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ingo.Itter at ages.de Sent: 15 October 2010 08:06 To: rt-users at lists.bestpractical.com Subject: [rt-users] default owner Hello List, how can i set default owner to the value of the creator ?. The default setting is nobody Thank you _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Fri Oct 15 10:00:56 2010 From: hiro24 at gmail.com (Chris Hall) Date: Fri, 15 Oct 2010 10:00:56 -0400 Subject: [rt-users] Mandatory rt at a glance items by group Message-ID: Hello all, I think I may have asked this before, but didn't quite get the answer I was looking for. I'm looking for a way to mandate items on the RT at a glance screen for people based on group membership. For example, I'd like to make a custom search that says "tickets that haven't been commented on in 3 days and are not closed" which I have the search built for.. but I want it to show up on the front page of all members of the "helpdesk" group, without them needing to do anything special. How would I do something like this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Oct 15 12:14:51 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Oct 2010 09:14:51 -0700 Subject: [rt-users] RT Query not allowing any Custom Field selection In-Reply-To: References: Message-ID: Raed, Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-). This is what is in "Advance": ( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} = 'Expense' and it won't let me get out of it. If I hit "ShowResults", it just shows ALL tickets in those two Queues, regardless of the CF value. The funny thing is, I checked the DB records and the values are there, the OBJECTCUSTOMFIELDVALUES records are there (*not* disabled) for several tickets, the Tickets *show the values* in Display, Privileges are correct for the group I'm in (plus I'm a SuperUser), CF is applied to these Queues (duh, wouldn't see them in Display otherwise), etc. All data in the DB seems quite correct. RT is being VERY STUBBORN about this. Any ideas? Kenn LBNL On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames wrote: > Hi Ken: > > > > It usually throw you into the Advanced tab when the sql generated is not > properly formatted into FromSQL .. > > Can you share what you get in the advanced Query ? it may also be a problem > in the displayed fields listed in Format. > > > > Regards; > > Roy > > > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* 15 October 2010 00:40 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] RT Query not allowing any Custom Field selection > > > > To List, > > I'm getting a wierd result when trying to create a search looking for a > certain value in a Custom Field that is applied to a couple Queues. > I check the Queues and add them, no problem. I check the Custom Field and > add it and I am immediately thrown into *"Advanced"*. Every change I make > after that cannot be applied. I just end up back in the *"Advanced"*screen. It acts like there is no such Custom FIeld. I tried "Like" and "is" > and no joy. > > I've checked the Custom Field and it *IS* applied to those Queues. > The Values *ARE* available for "Select One" > I am a SuperUser so I *should* have rights to it, but I went ahead and > added "AdminCustomField", "ModifyCustomField" and "SeeCustomField" to the > group I'm in anyway. Still no joy. > > When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES > Table with this code: > > select * > from OBJECTCUSTOMFIELDVALUES > where CustomField = 50111 > and (Content = 'Ledger' or Content = 'Expense'); > > I got 12 records. None are disabled. > > I'm in 3.8.7 and Queries *without *Custom Fields are working fine. > > Has anyone noticed this? > > Was it mentioned awhile back and I missed it? > > Thanks in advance. > > Kenn > LBNL > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at vialtus.com Fri Oct 15 12:44:13 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Fri, 15 Oct 2010 17:44:13 +0100 Subject: [rt-users] RT Query not allowing any Custom Field selection In-Reply-To: References: Message-ID: Ken: Can't see much wrong , the only thing I noticed CF.{DS-SubjectArea} should be 'CF.{DS-SubjectArea}' Not sure if it makes any difference As a first step, I would suggest as you are directed to the Advanced page, add the ' around the CF name and hit apply, then see what happens and if you can search, if it works, then the next step is finding out why its not adding ' in the first place. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 17:15 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Query not allowing any Custom Field selection Raed, Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-). This is what is in "Advance": ( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} = 'Expense' and it won't let me get out of it. If I hit "ShowResults", it just shows ALL tickets in those two Queues, regardless of the CF value. The funny thing is, I checked the DB records and the values are there, the OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several tickets, the Tickets show the values in Display, Privileges are correct for the group I'm in (plus I'm a SuperUser), CF is applied to these Queues (duh, wouldn't see them in Display otherwise), etc. All data in the DB seems quite correct. RT is being VERY STUBBORN about this. Any ideas? Kenn LBNL On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames > wrote: Hi Ken: It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL .. Can you share what you get in the advanced Query ? it may also be a problem in the displayed fields listed in Format. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 00:40 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT Query not allowing any Custom Field selection To List, I'm getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues. I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into "Advanced". Every change I make after that cannot be applied. I just end up back in the "Advanced" screen. It acts like there is no such Custom FIeld. I tried "Like" and "is" and no joy. I've checked the Custom Field and it IS applied to those Queues. The Values ARE available for "Select One" I am a SuperUser so I should have rights to it, but I went ahead and added "AdminCustomField", "ModifyCustomField" and "SeeCustomField" to the group I'm in anyway. Still no joy. When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code: select * from OBJECTCUSTOMFIELDVALUES where CustomField = 50111 and (Content = 'Ledger' or Content = 'Expense'); I got 12 records. None are disabled. I'm in 3.8.7 and Queries without Custom Fields are working fine. Has anyone noticed this? Was it mentioned awhile back and I missed it? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Fri Oct 15 13:27:12 2010 From: kris_germann at 295.ca (Kris Germann) Date: Fri, 15 Oct 2010 13:27:12 -0400 Subject: [rt-users] On transaction, replace ticket's subject with transaction's subject Message-ID: <4CB88EF0.3030003@295.ca> I'm wondering if this is something I should be capable of doing, however right now it eludes me. For standard requests which have common subjects, for example, Subject: CUSTOMER NAME - PHONE NUMBER I'm attempting to write a scrip which then enables us to replace ticket's subject with the transaction's subject line, so if say we're doing an order for a customer, and in this case the order is rejected, the person who rejected it would add "REJECTED" to the subject: CUSTOMER NAME - PHONE NUMBER REJECTED. I'm wondering if there is a way as the subject here says, to extract the correspondence subject (changed subject from the email reply) and change the ticket title accordingly... Has anyone had any success with this? -- Kris From kfcrocker at lbl.gov Fri Oct 15 15:59:28 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Oct 2010 12:59:28 -0700 Subject: [rt-users] RT Query not allowing any Custom Field selection In-Reply-To: References: Message-ID: Raed, That did it. Where did you find that? I don't remember any instructions on having to use quotes around a CF name. Did I miss that or did you come by that info via trail & error? Now, again, I owe you *MORE* beer. ;-). Thanks. Kenn LBNL On Fri, Oct 15, 2010 at 9:44 AM, Raed El-Hames wrote: > Ken: > > > > Can?t see much wrong , the only thing I noticed CF.{DS-SubjectArea} should > be ?CF.{DS-SubjectArea}? > > Not sure if it makes any difference > > As a first step, I would suggest as you are directed to the Advanced page, > add the ? around the CF name and hit apply, then see what happens and if you > can search, if it works, then the next step is finding out why its not > adding ? in the first place. > > > > Regards; > > Roy > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* 15 October 2010 17:15 > > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] RT Query not allowing any Custom Field selection > > > > Raed, > > Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-). > > This is what is in "Advance": > > ( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} = > 'Expense' > > and it won't let me get out of it. If I hit "ShowResults", it just shows > ALL tickets in those two Queues, regardless of the CF value. > > The funny thing is, I checked the DB records and the values are there, the > OBJECTCUSTOMFIELDVALUES records are there (*not* disabled) for several > tickets, the Tickets *show the values* in Display, Privileges are correct > for the group I'm in (plus I'm a SuperUser), CF is applied to these Queues > (duh, wouldn't see them in Display otherwise), etc. All data in the DB seems > quite correct. RT is being VERY STUBBORN about this. > > Any ideas? > > Kenn > LBNL > > On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames > wrote: > > Hi Ken: > > > > It usually throw you into the Advanced tab when the sql generated is not > properly formatted into FromSQL .. > > Can you share what you get in the advanced Query ? it may also be a problem > in the displayed fields listed in Format. > > > > Regards; > > Roy > > > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* 15 October 2010 00:40 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] RT Query not allowing any Custom Field selection > > > > To List, > > I'm getting a wierd result when trying to create a search looking for a > certain value in a Custom Field that is applied to a couple Queues. > I check the Queues and add them, no problem. I check the Custom Field and > add it and I am immediately thrown into *"Advanced"*. Every change I make > after that cannot be applied. I just end up back in the *"Advanced"*screen. It acts like there is no such Custom FIeld. I tried "Like" and "is" > and no joy. > > I've checked the Custom Field and it *IS* applied to those Queues. > The Values *ARE* available for "Select One" > I am a SuperUser so I *should* have rights to it, but I went ahead and > added "AdminCustomField", "ModifyCustomField" and "SeeCustomField" to the > group I'm in anyway. Still no joy. > > When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES > Table with this code: > > select * > from OBJECTCUSTOMFIELDVALUES > where CustomField = 50111 > and (Content = 'Ledger' or Content = 'Expense'); > > I got 12 records. None are disabled. > > I'm in 3.8.7 and Queries *without *Custom Fields are working fine. > > Has anyone noticed this? > > Was it mentioned awhile back and I missed it? > > Thanks in advance. > > Kenn > LBNL > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Oct 15 16:27:44 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Oct 2010 13:27:44 -0700 Subject: [rt-users] Another Query question: justification of data Message-ID: To List, I noticed that when I run a query, the Ticket number seems to be *justified to the right* of it's column, but Priority Subject, and others are *justified left*. Does anyone know why? Does anyone know how to change that? Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Oct 15 16:58:10 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Oct 2010 13:58:10 -0700 Subject: [rt-users] MyDay available for Homepage Message-ID: To List, I got an interesting request today; a client wanted to know if it was possible to get "MyDay" offered as a selection for "Home Page". I didn't see it in the list of options in RT_Config.pm. Has anyone done this or know how? Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From xavier.montagutelli at unilim.fr Fri Oct 15 19:02:54 2010 From: xavier.montagutelli at unilim.fr (Xavier Montagutelli) Date: Sat, 16 Oct 2010 01:02:54 +0200 Subject: [rt-users] RTIR : tag used in templates for queues "Incident Reports" and "Blocks" Message-ID: <20101016010254.33884abeou6tb0qo@webmail.unilim.fr> The queue own tag is not taken into account in the templates included in RTIR. --- RT-IR-2.4.4/etc/initialdata.orig 2010-10-16 00:49:30.000000000 +0200 +++ RT-IR-2.4.4/etc/initialdata 2010-10-16 00:50:30.000000000 +0200 @@ -599,7 +599,7 @@ ------------------------------------------------------------------------- Please include the string: - [{ $rtname } #{ $Ticket->id }] + [{ $Ticket->QueueObj->SubjectTag || $rtname } #{ $Ticket->id }] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. @@ -637,7 +637,7 @@ ------------------------------------------------------------------------- Please include the string: - [{$rtname} #{$Ticket->id}] + [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. @@ -655,7 +655,7 @@ ------------------------------------------------------------------------- Please include the string: - [{$rtname} #{$Ticket->id}] + [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. -- Xavier Montagutelli Universit? de Limoges - Service Commun Informatique 123 Avenue ALBERT THOMAS 87060 LIMOGES CEDEX T?l : +33 (0)5 55 45 77 20 From ruz at bestpractical.com Fri Oct 15 20:57:10 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 16 Oct 2010 04:57:10 +0400 Subject: [rt-users] RTIR : tag used in templates for queues "Incident Reports" and "Blocks" In-Reply-To: <20101016010254.33884abeou6tb0qo@webmail.unilim.fr> References: <20101016010254.33884abeou6tb0qo@webmail.unilim.fr> Message-ID: Thanks. Pushed into 2.4 branch and will be part of RTIR 2.4.6 further versions. On Sat, Oct 16, 2010 at 3:02 AM, Xavier Montagutelli wrote: > > The queue own tag is not taken into account in the templates included in > RTIR. > > > --- RT-IR-2.4.4/etc/initialdata.orig ? ?2010-10-16 00:49:30.000000000 +0200 > +++ RT-IR-2.4.4/etc/initialdata 2010-10-16 00:50:30.000000000 +0200 > @@ -599,7 +599,7 @@ > ?------------------------------------------------------------------------- > ?Please include the string: > > - ? ? ? ? [{ $rtname } #{ $Ticket->id }] > + ? ? ? ? [{ $Ticket->QueueObj->SubjectTag || $rtname } #{ $Ticket->id }] > > ?in the subject line of all future correspondence about this issue. To do > so, > ?you may reply to this message. > @@ -637,7 +637,7 @@ > ?------------------------------------------------------------------------- > ?Please include the string: > > - ? ? ? ? [{$rtname} #{$Ticket->id}] > + ? ? ? ? [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}] > > ?in the subject line of all future correspondence about this issue. To do > so, > ?you may reply to this message. > @@ -655,7 +655,7 @@ > ?------------------------------------------------------------------------- > ?Please include the string: > > - ? ? ? ? [{$rtname} #{$Ticket->id}] > + ? ? ? ? [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}] > > ?in the subject line of all future correspondence about this issue. To do > so, > ?you may reply to this message. > > > > -- > Xavier Montagutelli > Universit? de Limoges - Service Commun Informatique > 123 Avenue ALBERT THOMAS > 87060 LIMOGES CEDEX > T?l : +33 (0)5 55 45 77 20 > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From superjuke at gmail.com Sat Oct 16 18:14:30 2010 From: superjuke at gmail.com (Jason Edgar) Date: Sat, 16 Oct 2010 18:14:30 -0400 Subject: [rt-users] how to pre-fill fields? Message-ID: <20101016181430.554537@kentsfield> How do I pre-fill a field(e.g. the subject fill or description field). .i.e how do I modify RT so that when I click 'new ticket' the subject or description fill would already have text that I entered somewhere else? From drey111 at gmail.com Sat Oct 16 19:27:26 2010 From: drey111 at gmail.com (Joe Harris) Date: Sat, 16 Oct 2010 23:27:26 +0000 Subject: [rt-users] how to pre-fill fields? In-Reply-To: <20101016181430.554537@kentsfield> References: <20101016181430.554537@kentsfield> Message-ID: <914504616-1287271648-cardhu_decombobulator_blackberry.rim.net-854598088-@bda270.bisx.prod.on.blackberry> I have a simple php page I use for my users to submit tickets that utilizes the commandbyemail plugin to set fields like subject, duedate, priority and to add an admincc. I am not near my office network, but if you're interested, I can post the page code or upload it. It supports attachments as well, but I limit them to 2MB within the php code (which can be changed). Let me know if there is interest. Joe Sent from blackberry -----Original Message----- From: Jason Edgar Sender: rt-users-bounces at lists.bestpractical.com Date: Sat, 16 Oct 2010 18:14:30 To: Reply-To: superjuke at gmail.com Subject: [rt-users] how to pre-fill fields? How do I pre-fill a field(e.g. the subject fill or description field). .i.e how do I modify RT so that when I click 'new ticket' the subject or description fill would already have text that I entered somewhere else? RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! From superjuke at gmail.com Sat Oct 16 19:50:42 2010 From: superjuke at gmail.com (Jason Edgar) Date: Sat, 16 Oct 2010 19:50:42 -0400 Subject: [rt-users] how to pre-fill fields? In-Reply-To: <914504616-1287271648-cardhu_decombobulator_blackberry.rim.net-854598088-@bda270.bisx.prod.on.blackberry> Message-ID: <20101016195042.471030@kentsfield> I would be interested in seeing your solution, though I don't know if I'd be able to use it. Can't I prefill the fields with a scrip? ------------------------ On Sat, 16 Oct 2010 23:27:26 +0000, Joe Harris wrote: > I have a simple php page I use for my users to submit tickets that > utilizes the commandbyemail plugin to set fields like subject, > duedate, priority and to add an admincc. I am not near my office > network, but if you're interested, I can post the page code or > upload it. It supports attachments as well, but I limit them to 2MB > within the php code (which can be changed). > > Let me know if there is interest. > > Joe > > Sent from blackberry > > -----Original Message----- > From: Jason Edgar > Sender: rt-users-bounces at lists.bestpractical.com > Date: Sat, 16 Oct 2010 18:14:30 > To: > Reply-To: superjuke at gmail.com > Subject: [rt-users] how to pre-fill fields? > > How do I pre-fill a field(e.g. the subject fill or description > field). .i.e how do I modify RT so that when I click 'new ticket' > the subject or description fill would already have text that I > entered somewhere else? > > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this > year -- Learn how to get the most out of RT! From mathieu at closetwork.org Sat Oct 16 22:59:48 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Sat, 16 Oct 2010 22:59:48 -0400 Subject: [rt-users] how to pre-fill fields? In-Reply-To: <20101016195042.471030@kentsfield> References: <914504616-1287271648-cardhu_decombobulator_blackberry.rim.net-854598088-@bda270.bisx.prod.on.blackberry> <20101016195042.471030@kentsfield> Message-ID: If you're coming from another page, you can post the value of the fields you want. Look at share/html/Ticket/Create for the variable names. If you want to put default values, create a callback for Ticket/Create that would fill the required fields. -- Mathieu Longtin 1-514-803-8977 On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar wrote: > I would be interested in seeing your solution, though I don't know if I'd > be able to use it. Can't I prefill the fields with a scrip? > ------------------------ > On Sat, 16 Oct 2010 23:27:26 +0000, Joe Harris wrote: > > I have a simple php page I use for my users to submit tickets that > > utilizes the commandbyemail plugin to set fields like subject, > > duedate, priority and to add an admincc. I am not near my office > > network, but if you're interested, I can post the page code or > > upload it. It supports attachments as well, but I limit them to 2MB > > within the php code (which can be changed). > > > > Let me know if there is interest. > > > > Joe > > > > Sent from blackberry > > > > -----Original Message----- > > From: Jason Edgar > > Sender: rt-users-bounces at lists.bestpractical.com > > Date: Sat, 16 Oct 2010 18:14:30 > > To: > > Reply-To: superjuke at gmail.com > > Subject: [rt-users] how to pre-fill fields? > > > > How do I pre-fill a field(e.g. the subject fill or description > > field). .i.e how do I modify RT so that when I click 'new ticket' > > the subject or description fill would already have text that I > > entered somewhere else? > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this > > year -- Learn how to get the most out of RT! > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From superjuke at gmail.com Sun Oct 17 09:55:22 2010 From: superjuke at gmail.com (Jason Edgar) Date: Sun, 17 Oct 2010 09:55:22 -0400 Subject: [rt-users] how to pre-fill fields? In-Reply-To: Message-ID: <2010101795522.268448@kentsfield> Thanks Mathieu. I am particularly interested in the CallBack method you mention but I am not a Perl programmer. Can you give an example to show how I can e.g. set the subject field to "Hello World"? ___________________________________ On Sat, 16 Oct 2010 22:59:48 -0400, Mathieu Longtin wrote: > If you're coming from another page, you can post the value of the > fields you want. Look at share/html/Ticket/Create for the variable > names. > > If you want to put default values, create a callback for > Ticket/Create that would fill the required fields. > > -- > Mathieu Longtin > 1-514-803-8977 > > > On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar > wrote: > >> I would be interested in seeing your solution, though I don't >> know if I'd be able to use it. Can't I prefill the fields with a >> scrip? > ------------------------ > >> On Sat, 16 Oct 2010 23:27:26 +0000, Joe Harris wrote: I have a >> simple php page I use for my users to submit tickets that >> utilizes the commandbyemail plugin to set fields like subject, >> duedate, priority and to add an admincc. I am not near my office >> network, but if you're interested, I can post the page code or >> upload it. It supports attachments as well, but I limit them to >> 2MB within the php code (which can be changed). >> >> Let me know if there is interest. >> >> Joe >> >> Sent from blackberry >> >> -----Original Message----- >> From: Jason Edgar >> Sender: rt-users-bounces at lists.bestpractical.com Date: Sat, 16 >> Oct 2010 18:14:30 To: Reply- >> To: superjuke at gmail.com Subject: [rt-users] how to pre-fill >> fields? >> >> How do I pre-fill a field(e.g. the subject fill or description >> field). .i.e how do I modify RT so that when I click 'new ticket' >> the subject or description fill would already have text that I >> entered somewhere else? >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one >> this year -- Learn how to get the most out of RT! > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this > year -- Learn how to get the most out of RT! From mathieu at closetwork.org Sun Oct 17 11:35:08 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Sun, 17 Oct 2010 11:35:08 -0400 Subject: [rt-users] how to pre-fill fields? In-Reply-To: <2010101795522.268448@kentsfield> References: <2010101795522.268448@kentsfield> Message-ID: This is a simple example, you will need some perl code. This sets the subject and the requestor, unless they are already set. You could set other fields as well. Put this in the file local/html/Callbacks/Ticket/Create.html/Default of you RT installation. Create the directory path if needed. <%INIT> my $ARGSRef = $ARGS{'ARGSRef'}; if ( not $ARGSRef{'id'} ) { # Check if the ticket is really empty before doing anything $ARGSRef{'Subject'} ||= 'Default subject'; $ARGSRef{'Requestor'} ||= 'mydefault at requestor.com'; } <%ARGS> -- Mathieu Longtin 1-514-803-8977 On Sun, Oct 17, 2010 at 9:55 AM, Jason Edgar wrote: > Thanks Mathieu. I am particularly interested in the CallBack method you > mention but I am not a Perl programmer. > Can you give an example to show how I can e.g. set the subject field to > "Hello World"? > ___________________________________ > > > On Sat, 16 Oct 2010 22:59:48 -0400, Mathieu Longtin wrote: > > If you're coming from another page, you can post the value of the > > fields you want. Look at share/html/Ticket/Create for the variable > > names. > > > > If you want to put default values, create a callback for > > Ticket/Create that would fill the required fields. > > > > -- > > Mathieu Longtin > > 1-514-803-8977 > > > > > > On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar > > wrote: > > > >> I would be interested in seeing your solution, though I don't > >> know if I'd be able to use it. Can't I prefill the fields with a > >> scrip? > > ------------------------ > > > >> On Sat, 16 Oct 2010 23:27:26 +0000, Joe Harris wrote: I have a > >> simple php page I use for my users to submit tickets that > >> utilizes the commandbyemail plugin to set fields like subject, > >> duedate, priority and to add an admincc. I am not near my office > >> network, but if you're interested, I can post the page code or > >> upload it. It supports attachments as well, but I limit them to > >> 2MB within the php code (which can be changed). > >> > >> Let me know if there is interest. > >> > >> Joe > >> > >> Sent from blackberry > >> > >> -----Original Message----- > >> From: Jason Edgar > >> Sender: rt-users-bounces at lists.bestpractical.com Date: Sat, 16 > >> Oct 2010 18:14:30 To: Reply- > >> To: superjuke at gmail.com Subject: [rt-users] how to pre-fill > >> fields? > >> > >> How do I pre-fill a field(e.g. the subject fill or description > >> field). .i.e how do I modify RT so that when I click 'new ticket' > >> the subject or description fill would already have text that I > >> entered somewhere else? > >> > >> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one > >> this year -- Learn how to get the most out of RT! > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this > > year -- Learn how to get the most out of RT! > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.sjoberg at deltamanagement.se Sun Oct 17 14:29:42 2010 From: johan.sjoberg at deltamanagement.se (=?utf-8?B?Sm9oYW4gU2rDtmJlcmc=?=) Date: Sun, 17 Oct 2010 20:29:42 +0200 Subject: [rt-users] how to pre-fill fields? In-Reply-To: References: <914504616-1287271648-cardhu_decombobulator_blackberry.rim.net-854598088-@bda270.bisx.prod.on.blackberry> <20101016195042.471030@kentsfield> Message-ID: You can also use variables in the URL to the Create.html page. For example rt/Create.html?Queue=3&Requestors=someone at somecompany.com&Subject=Somesubject We use this to create links on our wiki to create new tickets for specific customers. But now I see that the Subject might cause a problem, I don?t know how to specify it if it contains spaces? /Johan From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathieu Longtin Sent: den 17 oktober 2010 05:00 To: superjuke at gmail.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to pre-fill fields? If you're coming from another page, you can post the value of the fields you want. Look at share/html/Ticket/Create for the variable names. If you want to put default values, create a callback for Ticket/Create that would fill the required fields. -- Mathieu Longtin 1-514-803-8977 On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar > wrote: I would be interested in seeing your solution, though I don't know if I'd be able to use it. Can't I prefill the fields with a scrip? ------------------------ On Sat, 16 Oct 2010 23:27:26 +0000, Joe Harris wrote: > I have a simple php page I use for my users to submit tickets that > utilizes the commandbyemail plugin to set fields like subject, > duedate, priority and to add an admincc. I am not near my office > network, but if you're interested, I can post the page code or > upload it. It supports attachments as well, but I limit them to 2MB > within the php code (which can be changed). > > Let me know if there is interest. > > Joe > > Sent from blackberry > > -----Original Message----- > From: Jason Edgar > > Sender: rt-users-bounces at lists.bestpractical.com > Date: Sat, 16 Oct 2010 18:14:30 > To: > > Reply-To: superjuke at gmail.com > Subject: [rt-users] how to pre-fill fields? > > How do I pre-fill a field(e.g. the subject fill or description > field). .i.e how do I modify RT so that when I click 'new ticket' > the subject or description fill would already have text that I > entered somewhere else? > > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this > year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From superjuke at gmail.com Sun Oct 17 14:55:25 2010 From: superjuke at gmail.com (Jason Edgar) Date: Sun, 17 Oct 2010 14:55:25 -0400 Subject: [rt-users] how to pre-fill fields? In-Reply-To: Message-ID: <20101017145525.615957@kentsfield> Thanks Mathieu. I needed to create a directory between Callbacks and Ticket to invoke the Callback when creating a new ticket. e.g. local/html/Callbacks/MyCallbacks/Ticket/Create.html/Default But I am getting the following error: Error during compilation of /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Create.html/Default: Global symbol "%ARGSRef" requires explicit package name at /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Create.html/Default line 3. Global symbol "%ARGSRef" requires explicit package name at /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Create.html/Default line 4. Global symbol "%ARGSRef" requires explicit package name at /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Create.html/Default line 5. Can you please help. Also, what is the ARGSRef for the description text-area field? ___________________________________ ___________________________________ On Sun, 17 Oct 2010 11:35:08 -0400, Mathieu Longtin wrote: > This is a simple example, you will need some perl code. This sets > the subject and the requestor, unless they are already set. You > could set other fields as well. > > Put this in the file > local/html/Callbacks/Ticket/Create.html/Default of you RT > installation. Create the directory path if needed. > > <%INIT> > my $ARGSRef = $ARGS{'ARGSRef'}; > if ( not $ARGSRef{'id'} ) { # Check if the ticket is really empty > before doing anything $ARGSRef{'Subject'} ||= 'Default subject'; > > $ARGSRef{'Requestor'} ||= 'mydefault at requestor.com'; } > <%ARGS> > > -- > Mathieu Longtin > 1-514-803-8977 > > > On Sun, Oct 17, 2010 at 9:55 AM, Jason Edgar > wrote: > >> Thanks Mathieu. I am particularly interested in the CallBack >> method you mention but I am not a Perl programmer. > Can you give an example to show how I can e.g. set the subject > field to "Hello World"? ___________________________________ > > > On Sat, 16 Oct 2010 22:59:48 -0400, Mathieu Longtin wrote: > >> If you're coming from another page, you can post the value of the >> fields you want. Look at share/html/Ticket/Create for the >> variable names. >> >> If you want to put default values, create a callback for >> Ticket/Create that would fill the required fields. >> >> -- >> Mathieu Longtin >> 1-514-803-8977 >> >> >> On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar >> wrote: >> >>> I would be interested in seeing your solution, though I don't >>> know if I'd be able to use it. Can't I prefill the fields with >>> a scrip? >>> >> ------------------------ >> >>> On Sat, 16 Oct 2010 23:27:26 +0000, Joe Harris wrote: I have a >>> simple php page I use for my users to submit tickets that >>> utilizes the commandbyemail plugin to set fields like subject, >>> duedate, priority and to add an admincc. I am not near my >>> office network, but if you're interested, I can post the page >>> code or upload it. It supports attachments as well, but I limit >>> them to 2MB within the php code (which can be changed). >>> >>> Let me know if there is interest. >>> >>> Joe >>> >>> Sent from blackberry >>> >>> -----Original Message----- >>> From: Jason Edgar >>> Sender: rt-users-bounces at lists.bestpractical.com Date: Sat, 16 >>> Oct 2010 18:14:30 To: Reply- >>> To: superjuke at gmail.com Subject: [rt-users] how to pre-fill >>> fields? >>> >>> How do I pre-fill a field(e.g. the subject fill or description >>> field). .i.e how do I modify RT so that when I click 'new >>> ticket' the subject or description fill would already have text >>> that I entered somewhere else? >>> >>> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one >>> this year -- Learn how to get the most out of RT! >> >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one >> this year -- Learn how to get the most out of RT! From superjuke at gmail.com Sun Oct 17 20:48:49 2010 From: superjuke at gmail.com (Jason Edgar) Date: Sun, 17 Oct 2010 20:48:49 -0400 Subject: [rt-users] how to pre-fill fields? In-Reply-To: Message-ID: <20101017204849.963403@kentsfield> Thanks Mathieu: I got it. An extra $ was needed before ARGSRef from line 3. I have no idea what it is for, I followed other examples from the Internet. Also the description field is called 'content'. Thanks again. On Sun, 17 Oct 2010 11:35:08 -0400, Mathieu Longtin wrote: > <%INIT> > my $ARGSRef = $ARGS{'ARGSRef'}; > if ( not $ARGSRef{'id'} ) { # Check if the ticket is really empty > before doing anything $ARGSRef{'Subject'} ||= 'Default subject'; > $ARGSRef{'Requestor'} ||= 'mydefault at requestor.com'; } > <%ARGS> From Raed.El-Hames at vialtus.com Mon Oct 18 05:04:29 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Mon, 18 Oct 2010 10:04:29 +0100 Subject: [rt-users] RT Query not allowing any Custom Field selection In-Reply-To: References: Message-ID: ? Where did you find that? I don't remember any instructions on having to use quotes around a CF name. Did I miss that or did you come by that info via trail & error? Working with RT for 8 years, you come across all sorts :?) Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 20:59 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Query not allowing any Custom Field selection Raed, That did it. Where did you find that? I don't remember any instructions on having to use quotes around a CF name. Did I miss that or did you come by that info via trail & error? Now, again, I owe you MORE beer. ;-). Thanks. Kenn LBNL On Fri, Oct 15, 2010 at 9:44 AM, Raed El-Hames > wrote: Ken: Can't see much wrong , the only thing I noticed CF.{DS-SubjectArea} should be 'CF.{DS-SubjectArea}' Not sure if it makes any difference As a first step, I would suggest as you are directed to the Advanced page, add the ' around the CF name and hit apply, then see what happens and if you can search, if it works, then the next step is finding out why its not adding ' in the first place. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 17:15 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Query not allowing any Custom Field selection Raed, Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-). This is what is in "Advance": ( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} = 'Expense' and it won't let me get out of it. If I hit "ShowResults", it just shows ALL tickets in those two Queues, regardless of the CF value. The funny thing is, I checked the DB records and the values are there, the OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several tickets, the Tickets show the values in Display, Privileges are correct for the group I'm in (plus I'm a SuperUser), CF is applied to these Queues (duh, wouldn't see them in Display otherwise), etc. All data in the DB seems quite correct. RT is being VERY STUBBORN about this. Any ideas? Kenn LBNL On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames > wrote: Hi Ken: It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL .. Can you share what you get in the advanced Query ? it may also be a problem in the displayed fields listed in Format. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 00:40 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT Query not allowing any Custom Field selection To List, I'm getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues. I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into "Advanced". Every change I make after that cannot be applied. I just end up back in the "Advanced" screen. It acts like there is no such Custom FIeld. I tried "Like" and "is" and no joy. I've checked the Custom Field and it IS applied to those Queues. The Values ARE available for "Select One" I am a SuperUser so I should have rights to it, but I went ahead and added "AdminCustomField", "ModifyCustomField" and "SeeCustomField" to the group I'm in anyway. Still no joy. When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code: select * from OBJECTCUSTOMFIELDVALUES where CustomField = 50111 and (Content = 'Ledger' or Content = 'Expense'); I got 12 records. None are disabled. I'm in 3.8.7 and Queries without Custom Fields are working fine. Has anyone noticed this? Was it mentioned awhile back and I missed it? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Mon Oct 18 09:18:08 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Mon, 18 Oct 2010 09:18:08 -0400 Subject: [rt-users] how to pre-fill fields? In-Reply-To: <20101017204849.963403@kentsfield> References: <20101017204849.963403@kentsfield> Message-ID: My bad, all access to ARGSRef need to be like this: $ARGSRef->{'id'} $ARGSRef->{'Subject'} With the ->. -- Mathieu Longtin 1-514-803-8977 On Sun, Oct 17, 2010 at 8:48 PM, Jason Edgar wrote: > Thanks Mathieu: I got it. An extra $ was needed before ARGSRef from line 3. > I have no idea what it is for, I followed other examples from the Internet. > Also the description field is called 'content'. Thanks again. > > > On Sun, 17 Oct 2010 11:35:08 -0400, Mathieu Longtin wrote: > > <%INIT> > > my $ARGSRef = $ARGS{'ARGSRef'}; > > if ( not $ARGSRef{'id'} ) { # Check if the ticket is really empty > > before doing anything $ARGSRef{'Subject'} ||= 'Default subject'; > > $ARGSRef{'Requestor'} ||= 'mydefault at requestor.com'; } > > <%ARGS> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Oct 18 15:16:57 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Oct 2010 12:16:57 -0700 Subject: [rt-users] Curious about "People" display for unprivileged users Message-ID: To all, I noticed that on any ticket in our environment (3.8.7) an unprivileged user that is a "requestor" has additional info displayed about them under the Blue box entitled "More about Name of User". I never noticed this before. When did this start happening? Is there a way to turn it off? I hate to look like a *dufus*, but I really never noticed any info on this feature before. Any help would be appreciated. Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Oct 18 15:33:40 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 18 Oct 2010 15:33:40 -0400 Subject: [rt-users] Curious about "People" display for unprivileged users In-Reply-To: References: Message-ID: <4CBCA114.4070904@bestpractical.com> On 18 Oct 2010 15:16, Kenneth Crocker wrote: > I noticed that on any ticket in our environment (3.8.7) an unprivileged > user that is a "requestor" has additional info displayed about them > under the Blue box entitled "More about Name of User". I never noticed > this before. > > When did this start happening? Version control history is useful here. It appears the first incarnation was committed in early 2001 with b406f098. > Is there a way to turn it off? Not in 3.8 unless you want to override share/html/Ticket/Elements/ShowRequestor. 3.9-trunk already includes much more control over this element. Thomas > I hate to look like a */dufus/*, but I really never noticed any info on > this feature before. Any help would be appreciated. > > Thanks. > > Kenn > LBNL From kfcrocker at lbl.gov Mon Oct 18 15:36:26 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Oct 2010 12:36:26 -0700 Subject: [rt-users] Curious about "People" display for unprivileged users In-Reply-To: <4CBCA114.4070904@bestpractical.com> References: <4CBCA114.4070904@bestpractical.com> Message-ID: Thomas, Sounds good. It's not really a problem, I just didn't know it existed. I didn't start administrating RT until 2006. I'm starting to get REAL Curious and ANXIOUS about 3.9. Kenn LBNL On Mon, Oct 18, 2010 at 12:33 PM, Thomas Sibley wrote: > On 18 Oct 2010 15:16, Kenneth Crocker wrote: > > I noticed that on any ticket in our environment (3.8.7) an unprivileged > > user that is a "requestor" has additional info displayed about them > > under the Blue box entitled "More about Name of User". I never noticed > > this before. > > > > When did this start happening? > > Version control history is useful here. It appears the first > incarnation was committed in early 2001 with b406f098. > > > Is there a way to turn it off? > > Not in 3.8 unless you want to override > share/html/Ticket/Elements/ShowRequestor. 3.9-trunk already includes > much more control over this element. > > Thomas > > > I hate to look like a */dufus/*, but I really never noticed any info on > > this feature before. Any help would be appreciated. > > > > Thanks. > > > > Kenn > > LBNL > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Oct 18 15:46:21 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Oct 2010 12:46:21 -0700 Subject: [rt-users] LDAP question in relation to "AutoCreate" option Message-ID: To List, I'm sure this is documented somewhere, but I can't find it or it isn't clear to me (I have VERY FOGGY perception due to my ADHD and Auditory processing disabilities), but I was wondering if LDAP filtering and authorization occurs first so that if I set the "AutoCreate" option to automatically create new users as "Unprivileged", then I *still wouldn't be getting*non-LDAP users or spam into RT. Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Oct 18 15:50:29 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 18 Oct 2010 23:50:29 +0400 Subject: [rt-users] Another Query question: justification of data In-Reply-To: References: Message-ID: Hi, Use "/ALIGN:..." in a format string. On Sat, Oct 16, 2010 at 12:27 AM, Kenneth Crocker wrote: > To List, > > I noticed that when I run a query, the Ticket number seems to be justified > to the right of it's column, but Priority Subject, and others are justified > left. Does anyone know why? Does anyone know how to change that? > > Kenn > LBNL > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From kfcrocker at lbl.gov Mon Oct 18 15:52:06 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Oct 2010 12:52:06 -0700 Subject: [rt-users] custom fields (simple?) question - trying again Message-ID: To list, Sent this before, but no answer. Thought I'd try again. Back in 3.6 X days, I believe that the only way to "See","Modify" or "Admin" a Custom Field was by granting that right *to a group* while in the Config->CustomField screen. I could be wrong, but at any rate, I remember granting rights to a lot of CF's that way. I now have 3.8.7and I see these rights while in Config->*Queues->Group Rights.* What's the difference? Does one take priority over the other? Are they redundant? Thanks in advance. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Oct 18 16:01:50 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Oct 2010 13:01:50 -0700 Subject: [rt-users] RT 3.9 Question on Custom Fields - Type = "Date" Message-ID: To BP Gurus, I am on 3.8.7 and not wanting to wait for "Date" Custom Fields, I added Emmanuel Lacour's code to allow it. This was before 3.8.8 came out. My *BIG* question is: With the latest RT versions coming out (3.9.x or whatever), will I have to do a lot of *re-engineering to my DataBase*(Oracle) to get the Tables relating to CustomFields (CUSTOMFIELDVALUES, OBJECTCUSTOMFIELDVALUES, TICKETS) to keep this functionality working? My second *NOTSOBIG* question is: will we be able to modify the "display format" for these dates (drop the time from the display) like we do with regular RT Ticket date fields? Thanks a *heep* for your time and patience on these questions. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Oct 18 17:06:45 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 19 Oct 2010 01:06:45 +0400 Subject: [rt-users] Pressing the ticket Create button twice creates the same ticket twice In-Reply-To: <50CCFFD1B9C6424389383F7A13A0344601214E37D7E4@HE101451.emea1.cds.t-internal.com> References: <50CCFFD1B9C6424389383F7A13A0344601214E37D7E4@HE101451.emea1.cds.t-internal.com> Message-ID: Hi, Try attached patch. Check if it works and let it roll for a while. If it works and there are no objections from other developers then I'll push it into the core. Don't forget to clean mason cache and restart web server. On Fri, Oct 15, 2010 at 10:33 AM, wrote: > Dear list, > > My environment: > > RT 3.8.8 > Perl 5.8.8 > apache 2.2.8 > FastCGI 2.4.6 > OS: Ubuntu or SuSE (same behaviour) > > I have a problem with the ticket creation. The following situation: > > A user wants to create a ticket and clicks the create button. Because of a slow network connection the response takes some seconds. The user is impatient and presses the create button again. -> Two tickets with different id's but same content are created. The user can create the same ticket as long as the response from the first create has come back. > > This did not occur in RT 3.4.6. > > Is there any way to deactivate the create button until the request has finished? > > Thanks for any help. > > Best regards, > > Markus > ============================================ > T-Systems International GmbH > SDU Telco NPS > Vorgebirgsstr. 49 > 53119 Bonn > Tel: + 49 228 9841 3820 > E-Mail: markus.kummer at t-systems.com > > T-Systems International GmbH > Supervisory Board: Ren? Obermann (Chairman) > Board of Management: Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Georg Pepping, Klaus Werner > Commercial register: Amtsgericht Frankfurt am Main HRB 55933 > Registered office: Frankfurt am Main > WEEE -Reg.-No. DE87523644 > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-3.8-disable_submit_buttons_to_avoid_multiple_submits.patch Type: application/octet-stream Size: 1216 bytes Desc: not available URL: From ruz at bestpractical.com Mon Oct 18 17:24:56 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 19 Oct 2010 01:24:56 +0400 Subject: [rt-users] Help with RT::Extension::SLA and BUSINESS::HOURS In-Reply-To: <4CB7AF16.3000807@onthenet.com.au> References: <29967862.post@talk.nabble.com> <4CB7AF16.3000807@onthenet.com.au> Message-ID: Hi, Have you seen the following: http://search.cpan.org/~ruz/RT-Extension-SLA-0.03/lib/RT/Extension/SLA.pm#Configuring_business_hours As you can see your %ServiceBusinessHours looks different. If you need only one schedule then name it Default and it would be used for all agreements by default. On Fri, Oct 15, 2010 at 5:32 AM, Leigh Havas wrote: > On 15/10/10 10:49 AM, Slicer085 wrote: >> >> Hi There, >> >> I have Upgraded to 3.8.8, have installed all the correct modules and >> things >> are looking good. >> >> I have an issue with the RT::Extension::SLA Extension working with >> BUSINESS::HOURS. >> >> >> >> Any suggestions? >> > > Further to this... > > If I set the hours manually in > /usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm > > It works. ?But then I cannot set it per/queue. ?Unless someone has any other > solution? > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Oct 18 17:29:48 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 19 Oct 2010 01:29:48 +0400 Subject: [rt-users] custom fields below description In-Reply-To: <2010101420543.856573@kentsfield> References: <2010101420543.856573@kentsfield> Message-ID: Hi Jason, You have to reorder code in share/html/Ticket/Create.html. Move call to EditCustomFields below message box. However, watch your steps as you have to play nice with HTML tables and make sure markup is still valid. Another place to look at is Update.html in the same directory as Create.html. On Fri, Oct 15, 2010 at 4:05 AM, Jason Edgar wrote: > how do I reorder my layout to have my custom fields below the description text-area? Thanks all. > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From kfcrocker at lbl.gov Mon Oct 18 17:31:53 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 18 Oct 2010 14:31:53 -0700 Subject: [rt-users] Another Query question: justification of data In-Reply-To: References: Message-ID: Ruslan, I can't seem to get that to work. What I REALLY want to do is have ALL Search results align the Ticket ID to the left. I know most people want a field defined as "Number" to align to the right. But Ticket ID is never used in arithmetic expressions so there's no reason to treat it like any other character field and align it to the left or the center. Otherwise, it looks way out of alignment. When I look at the source code generated for the results, I get: 85141 Develop Admin Queries & Dashboards for EHS Queues TSG-RT CPeach at lbl.gov 3 new Requested KFCrocker 2010-09-10 So it looks to me like something it automatically inserting "align=right" in the "collection-as-table". I went to main.css and tried changing "ticket-lists.css" and put a change in it (text-align: left;) for the td label and it seems to get overridden. Do you know where the code is that overrides "ticket-lists.css" so I can change that behavior? Thanks. Kenn LBNL On Mon, Oct 18, 2010 at 12:50 PM, Ruslan Zakirov wrote: > Hi, > > Use "/ALIGN:..." in a format string. > > On Sat, Oct 16, 2010 at 12:27 AM, Kenneth Crocker > wrote: > > To List, > > > > I noticed that when I run a query, the Ticket number seems to be > justified > > to the right of it's column, but Priority Subject, and others are > justified > > left. Does anyone know why? Does anyone know how to change that? > > > > Kenn > > LBNL > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at vialtus.com Tue Oct 19 05:41:41 2010 From: Raed.El-Hames at vialtus.com (Raed El-Hames) Date: Tue, 19 Oct 2010 10:41:41 +0100 Subject: [rt-users] Another Query question: justification of data In-Reply-To: References: Message-ID: Hi Ken its me again: Have a look at share/html/Elements/ColumnMap # This is scary and should totally be refactored -- jesse my $COLUMN_MAP = { id => { attribute => 'id', title => 'id', # loc align => 'right', value => sub { return $_[0]->id } }, You will see the align = 'right', you can either remove the whole line (I do n't think it will break anything), or you can simply change the right to left. Restart the web server and all should be fine. For me I would remove the align line from there and do this via the css, not sure which stylesheets you use, If its web2, look in ticket-lists.css for th.collection-as-table , td.collection-as-table { padding-right: 0.5em; } And add text-align: left; in between {} This in theory will apply it to all fields within CollectionList. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 18 October 2010 22:32 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Another Query question: justification of data Ruslan, I can't seem to get that to work. What I REALLY want to do is have ALL Search results align the Ticket ID to the left. I know most people want a field defined as "Number" to align to the right. But Ticket ID is never used in arithmetic expressions so there's no reason to treat it like any other character field and align it to the left or the center. Otherwise, it looks way out of alignment. When I look at the source code generated for the results, I get: 85141 Develop Admin Queries & Dashboards for EHS Queues TSG-RT CPeach at lbl.gov 3 new Requested KFCrocker 2010-09-10 So it looks to me like something it automatically inserting "align=right" in the "collection-as-table". I went to main.css and tried changing "ticket-lists.css" and put a change in it (text-align: left;) for the td label and it seems to get overridden. Do you know where the code is that overrides "ticket-lists.css" so I can change that behavior? Thanks. Kenn LBNL On Mon, Oct 18, 2010 at 12:50 PM, Ruslan Zakirov > wrote: Hi, Use "/ALIGN:..." in a format string. On Sat, Oct 16, 2010 at 12:27 AM, Kenneth Crocker > wrote: > To List, > > I noticed that when I run a query, the Ticket number seems to be justified > to the right of it's column, but Priority Subject, and others are justified > left. Does anyone know why? Does anyone know how to change that? > > Kenn > LBNL > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Oct 19 08:04:57 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 19 Oct 2010 16:04:57 +0400 Subject: [rt-users] 'Show Results' link / Query Builder occasionally not working properly In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB4396EFD77B@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB4396EFD77B@off-win2003-01.ausregistrygroup.local> Message-ID: Hi, Issue has been fixed. Patch: diff --git a/lib/RT/SQL.pm b/lib/RT/SQL.pm index 799cf94..946a8ab 100644 --- a/lib/RT/SQL.pm +++ b/lib/RT/SQL.pm @@ -68,7 +68,7 @@ my @tokens = qw[VALUE AGGREGATOR OPERATOR OPEN_PAREN CLOSE_PAREN KEYWORD]; use Regexp::Common qw /delimited/; my $re_aggreg = qr[(?i:AND|OR)]; my $re_delim = qr[$RE{delimited}{-delim=>qq{\'\"}}]; -my $re_value = qr[\d+|NULL|$re_delim]; +my $re_value = qr[[+-]?\d+|NULL|$re_delim]; my $re_keyword = qr[[{}\w\.]+|$re_delim]; my $re_op = qr[=|!=|>=|<=|>|<|(?i:IS NOT)|(?i:IS)|(?i:NOT LIKE)|(?i:LIKE)]; # long to short my $re_open_paren = qr[\(]; SHA: 6c44641cd50c4f3ad631f4cb22292bb37a3c6c97 On Fri, Oct 15, 2010 at 3:51 AM, Stuart Browne wrote: > Hi, > > Running RT 3.8.8 / DBIx::SearchBuilder 1.56, and have noticed some strange behaviour with the 'Show Results' link and the Query Builder. > > From the 'At A Glance' page, I generally click on 'xx highest priority tickets I own' to bring up the search result, then click 'Edit Search' and add 'Priority > -2' to show only positive value priority tickets. ?Thus far, all is fine (and I understand I can just alter the saved search, but that's not what I want). > > From there, I use the list, going into and out of tickets, sometimes navigating into Configuration or other areas, then click back on 'Tickets' and 'Show Results'. ?For whatever reason, the search is modified to be 'Priority > 2'. > > Steps to reproduce, and what is shown on the screen: > > ? ? ? ?1. Log In > ? ? ? ?2. Click on 'xx highest priority tickets I own' > ? ? ? ?3. Click on 'Edit Search' > ? ? ? ?4. Use dropdown boxes to add 'Priority' 'greater than' '-2', clicked 'Add these items' (or '... and Search') > ? ? ? ? ? ? ? ?- At this point, the query is as follows: > ? ? ? ? ? ? ? ? ? ? ? ?Owner = '__CurrentUser__' AND ( ?Status = 'new' OR Status = 'open' > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?OR Status = 'validating' OR Status = 'WaitExt' ) AND > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?Queue != 'Holding' AND Priority > '-2' > ? ? ? ?5. Click on any other left-hand menu item > ? ? ? ?6. Click on 'Tickets' > ? ? ? ? ? ? ? ?- Query shown is correct with the '-2' Priority > ? ? ? ?7. Click on 'Show Results' > > At this point, the query has changed to: > > ? ? ? ?Owner = '__CurrentUser__' AND ( ?Status = 'new' OR Status = 'open' > ? ? ? ? ? ? ? ?OR Status = 'validating' OR Status = 'WaitExt' ) AND > ? ? ? ? ? ? ? ?Queue != 'Holding' AND Priority > 2 > > If at step 4, you press 'Add these items' 3 times, it also removes the negative. > > I'm not good enough at the internals of the query builder to know why the state of this field changes 'magically', but it didn't happen in prior versions. > > Has anybody else seen this, or can they reproduce the issue? ;) > > Stuart J. Browne > Senior Unix Administrator, Network Administrator > AusRegistry Pty Ltd > Level 8, 10 Queens Road > Melbourne. Victoria. Australia. 3004. > Ph:? +61 3 9866 3710 > Fax: +61 3 9866 1970 > Email: stuart.browne at ausregistry.com.au > Web: www.ausregistry.com.au > > The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From Avenger1 at atlas.sk Tue Oct 19 10:15:29 2010 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Tue, 19 Oct 2010 07:15:29 -0700 (PDT) Subject: [rt-users] How to add into ticket history, that ticket was Forwarded to some email Message-ID: <30000637.post@talk.nabble.com> Hello We are using RT 3.8.4. When someone uses the Forward button within tickets, he can send the info to some emails. But this information is not written in the ticket history, so we don't know that this thing happen. Is there some configuration, that this info will be also visible as a single line within history in tickets ? something like: ............ Forwarded message to xxxxxxx.xxxxxx at xxxx.com Miroslav -- View this message in context: http://old.nabble.com/How-to-add-into-ticket-history%2C-that-ticket-was-Forwarded-to-some-email-tp30000637p30000637.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From psminusauxf at gmail.com Tue Oct 19 11:30:47 2010 From: psminusauxf at gmail.com (psminusauxf) Date: Tue, 19 Oct 2010 08:30:47 -0700 (PDT) Subject: [rt-users] exclamation point on email reports Message-ID: <30001441.post@talk.nabble.com> Hi.. I have a report that gets generated daily and when RT emails me the report the subject comes out slight different, it inserts an exclamation point in the subject field: ALL_MANAGER_REVIEW_RESOLV! ED The actual report title is: ALL_MANAGER_REVIEW_RESOLVED Anyone have a clue would could be causing this? -psminusauxf -- View this message in context: http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30001441.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From amarosi at lamparts.com Tue Oct 19 11:52:06 2010 From: amarosi at lamparts.com (Andrew Marosi) Date: Tue, 19 Oct 2010 08:52:06 -0700 Subject: [rt-users] Multiple LDAP servers with EmailCompletion Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F505A94E2F@uslaxmail02> I've been searching around but unable to locate the correct parameters for having more than one LDAP server to have EmailCompletion check against. Here's the snippet from my RT_SiteConfig.pm: Set($EmailCompletionLdapServer, "dc01.corp.XYZ.com"); Set($EmailCompletionLdapBase, "dc=corp,dc=XYZ,dc=com"); Set($EmailCompletionLdapUser, "rtldap"); Set($EmailCompletionLdapPass, "password"); Set($EmailCompletionLdapMinLength, 1); Set($EmailCompletionLdapFilter, "(objectclass=user)"); Set($EmailCompletionLdapServer, "dc02.XYZ2.com"); Set($EmailCompletionLdapBase, "dc=XYZ2,dc=com"); Set($EmailCompletionLdapUser, "otherrtldap"); Set($EmailCompletionLdapPass, "password"); Set($EmailCompletionLdapMinLength, 1); Set($EmailCompletionLdapFilter, "(objectclass=user)"); I have a feeling it doesn't know which set of criteria to match against -and that's why we end up getting sporadic results. We are using RT-Authen-ExternalAuth against the same two LDAP servers, and that's working great for email->ticket creation/requestor creation as well as authentication. Thanks for any help! -Andy -------------- next part -------------- An HTML attachment was scrubbed... URL: From smcstravick at eyelit.com Tue Oct 19 12:06:24 2010 From: smcstravick at eyelit.com (Steve McStravick) Date: Tue, 19 Oct 2010 12:06:24 -0400 Subject: [rt-users] Mobile UI for RTFM? Message-ID: <003c01cb6fa7$946d3e40$bd47bac0$@com> I know I'm probably dreaming, but now that the mobile UI has wet the appetite, I have a request to search RTFM with the mobile UI. Currently it's not possible...is it something that's easily done? I'm not a Perl guy, but I don't mind tinkering with code. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 19 13:14:32 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Oct 2010 10:14:32 -0700 Subject: [rt-users] Another Query question: justification of data In-Reply-To: References: Message-ID: Roy, Thanks. Yea. I think that "Id" should default to the left anyway, but what do I know, huh? I'll make that change. Kenn LBNL On Tue, Oct 19, 2010 at 2:41 AM, Raed El-Hames wrote: > Hi Ken its me again: > > > > Have a look at share/html/Elements/ColumnMap > > # This is scary and should totally be refactored -- jesse > > my $COLUMN_MAP = { > > id => { > > attribute => 'id', > > title => 'id', # loc > > align => 'right', > > value => sub { return $_[0]->id } > > }, > > > > > > You will see the align = ?right?, you can either remove the whole line (I > do n?t think it will break anything), or you can simply change the right to > left. > > Restart the web server and all should be fine. > > > > For me I would remove the align line from there and do this via the css, > not sure which stylesheets you use, If its web2, look in ticket-lists.css > for > > th.collection-as-table , td.collection-as-table { > > padding-right: 0.5em; > > } > > And add text-align: left; in between {} > > This in theory will apply it to all fields within CollectionList. > > > > Regards; > > Roy > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* 18 October 2010 22:32 > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Another Query question: justification of data > > > > Ruslan, > > I can't seem to get that to work. What I REALLY want to do is have ALL > Search results align the Ticket ID to the left. I know most people want a > field defined as "Number" to align to the right. But Ticket ID is never used > in arithmetic expressions so there's no reason to treat it like any other > character field and align it to the left or the center. Otherwise, it looks > way out of alignment. When I look at the source code generated for the > results, I get: > > > 85141 > > Develop Admin Queries & Dashboards for EHS Queues > > TSG-RT > > CPeach at lbl.gov > > 3 > > new > > Requested > > KFCrocker > > 2010-09-10 > > > > So it looks to me like something it automatically inserting "align=right" > in the "collection-as-table". I went to main.css and tried changing > "ticket-lists.css" and put a change in it (text-align: left;) for the td > label and it seems to get overridden. Do you know where the code is that > overrides "ticket-lists.css" so I can change that behavior? > > Thanks. > > Kenn > LBNL > > On Mon, Oct 18, 2010 at 12:50 PM, Ruslan Zakirov > wrote: > > Hi, > > Use "/ALIGN:..." in a format string. > > > On Sat, Oct 16, 2010 at 12:27 AM, Kenneth Crocker > wrote: > > To List, > > > > I noticed that when I run a query, the Ticket number seems to be > justified > > to the right of it's column, but Priority Subject, and others are > justified > > left. Does anyone know why? Does anyone know how to change that? > > > > Kenn > > LBNL > > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > > > > > -- > Best regards, Ruslan. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Oct 19 13:15:55 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 19 Oct 2010 13:15:55 -0400 Subject: [rt-users] Multiple LDAP servers with EmailCompletion In-Reply-To: <15DF9116EFA72B41BA18ECC2ABD870F505A94E2F@uslaxmail02> References: <15DF9116EFA72B41BA18ECC2ABD870F505A94E2F@uslaxmail02> Message-ID: <4CBDD24B.7020503@bestpractical.com> On 19 Oct 2010 11:52, Andrew Marosi wrote: > I?ve been searching around but unable to locate the correct parameters > for having more than one LDAP server to have EmailCompletion check > against. Here?s the snippet from my RT_SiteConfig.pm: RTx-EmailCompletion doesn't support multiple LDAP servers like ExternalAuth does. The multiple Set() lines for the same configuration variable just overwrite it. Thomas > Set($EmailCompletionLdapServer, "dc01.corp.XYZ.com"); > > Set($EmailCompletionLdapBase, "dc=corp,dc=XYZ,dc=com"); > > Set($EmailCompletionLdapUser, "rtldap"); > > Set($EmailCompletionLdapPass, "password"); > > Set($EmailCompletionLdapMinLength, 1); > > Set($EmailCompletionLdapFilter, "(objectclass=user)"); > > Set($EmailCompletionLdapServer, "dc02.XYZ2.com"); > > Set($EmailCompletionLdapBase, "dc=XYZ2,dc=com"); > > Set($EmailCompletionLdapUser, "otherrtldap"); > > Set($EmailCompletionLdapPass, "password"); > > Set($EmailCompletionLdapMinLength, 1); > > Set($EmailCompletionLdapFilter, "(objectclass=user)"); > > > > I have a feeling it doesn?t know which set of criteria to match against > ?and that?s why we end up getting sporadic results. > > > > We are using RT-Authen-ExternalAuth against the same two LDAP servers, > and that?s working great for email->ticket creation/requestor creation > as well as authentication. > > > > Thanks for any help! > > -Andy > From amarosi at lamparts.com Tue Oct 19 13:18:19 2010 From: amarosi at lamparts.com (Andrew Marosi) Date: Tue, 19 Oct 2010 10:18:19 -0700 Subject: [rt-users] Multiple LDAP servers with EmailCompletion In-Reply-To: <4CBDD24B.7020503@bestpractical.com> References: <15DF9116EFA72B41BA18ECC2ABD870F505A94E2F@uslaxmail02> <4CBDD24B.7020503@bestpractical.com> Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F505A94F20@uslaxmail02> Thanks for the clarification Thomas. Anyone have any ideas on how to accomplish the same result with a different solution? Thanks! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, October 19, 2010 10:16 AM To: rt-users at bestpractical.com Subject: Re: [rt-users] Multiple LDAP servers with EmailCompletion On 19 Oct 2010 11:52, Andrew Marosi wrote: > I?ve been searching around but unable to locate the correct parameters > for having more than one LDAP server to have EmailCompletion check > against. Here?s the snippet from my RT_SiteConfig.pm: RTx-EmailCompletion doesn't support multiple LDAP servers like ExternalAuth does. The multiple Set() lines for the same configuration variable just overwrite it. Thomas > Set($EmailCompletionLdapServer, "dc01.corp.XYZ.com"); > > Set($EmailCompletionLdapBase, "dc=corp,dc=XYZ,dc=com"); > > Set($EmailCompletionLdapUser, "rtldap"); > > Set($EmailCompletionLdapPass, "password"); > > Set($EmailCompletionLdapMinLength, 1); > > Set($EmailCompletionLdapFilter, "(objectclass=user)"); > > Set($EmailCompletionLdapServer, "dc02.XYZ2.com"); > > Set($EmailCompletionLdapBase, "dc=XYZ2,dc=com"); > > Set($EmailCompletionLdapUser, "otherrtldap"); > > Set($EmailCompletionLdapPass, "password"); > > Set($EmailCompletionLdapMinLength, 1); > > Set($EmailCompletionLdapFilter, "(objectclass=user)"); > > > > I have a feeling it doesn?t know which set of criteria to match against > ?and that?s why we end up getting sporadic results. > > > > We are using RT-Authen-ExternalAuth against the same two LDAP servers, > and that?s working great for email->ticket creation/requestor creation > as well as authentication. > > > > Thanks for any help! > > -Andy > From JHeath at itsgames.com Tue Oct 19 14:10:59 2010 From: JHeath at itsgames.com (Jesse Heath) Date: Tue, 19 Oct 2010 13:10:59 -0500 Subject: [rt-users] Image not showing in Article Message-ID: <4A8AB441BC3EBB47BCD7757C64AE42A41F3FCA9DBD@itnt-mail03.itsgames.com> Hi there, I followed the steps on the RT Wiki to Add a Format Toolbar to the Wikitext Custom Field. While I have the tool bar and all of the buttons work when I attempt to insert the image I simply see the words "uploaded image" I am not sure what I did incorrect, unless I am supposed to store the image in a specific file and am not doing that. Any help would be greatly appreciated. Thanks Jesse Heath Oracle Applications Specialist Incredible Technologies, Inc. 3333 N. Kennicott Ave. Arlington Heights, IL 60004 (847) 870-7027 x202 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristofer at cybernetik.net Tue Oct 19 14:26:40 2010 From: kristofer at cybernetik.net (Kristofer Pettijohn) Date: Tue, 19 Oct 2010 13:26:40 -0500 (CDT) Subject: [rt-users] Unread messages Message-ID: <1061544013.3592.1287512800379.JavaMail.root@zimbrane-01> Hello, I am fairly new to RT, and am trying to get used to using it in my environment. Is there an easy way for me to view which of my tickets have emails that are unread? I find myself going into the main dashboard, and then checking tickets multiple times a day to see if they have the header at the top saying that there are unread messages. There must be an easier way to see this from the dashboard? Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Tue Oct 19 14:16:43 2010 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Tue, 19 Oct 2010 14:16:43 -0400 Subject: [rt-users] How to use RT::CustomFieldValues::External Message-ID: <8B590F2F6F36C0489A41B816231BF1BE05B79DD5@INFMAIL.na.choicepoint.net> I have a list of values in a external data (SQL Server) and I want to display them in a custom field as a drop down. I was searching for the solution and found that RT::CustomFieldValues::External can be used for it. But not sure where to specify the data source. Can somebody please send me an example of how to use this extention? Thanks Naweed ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 19 15:12:56 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Oct 2010 12:12:56 -0700 Subject: [rt-users] Unread messages In-Reply-To: <1061544013.3592.1287512800379.JavaMail.root@zimbrane-01> References: <1061544013.3592.1287512800379.JavaMail.root@zimbrane-01> Message-ID: Kristofer, Change your "RT_SiteConfig.pm" file in /opt/rt3/etc to include this setting: *Set($ShowUnreadMessageNotifications, 0); # turn off notice* You'll need to bounce/restart Apache or your VM environment. Kenn LBNL ** On Tue, Oct 19, 2010 at 11:26 AM, Kristofer Pettijohn < kristofer at cybernetik.net> wrote: > Hello, > > I am fairly new to RT, and am trying to get used to using it in my > environment. > > Is there an easy way for me to view which of my tickets have emails that > are unread? I find myself going into the main dashboard, and then checking > tickets multiple times a day to see if they have the header at the top > saying that there are unread messages. There must be an easier way to see > this from the dashboard? > > Thanks, > Kris > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 19 15:14:04 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Oct 2010 12:14:04 -0700 Subject: [rt-users] Unread messages In-Reply-To: References: <1061544013.3592.1287512800379.JavaMail.root@zimbrane-01> Message-ID: Kristopher, You can set that to whatever you want as a Global default, but you can reverse that on an individual basis in "Preferences". Kenn LBNL On Tue, Oct 19, 2010 at 12:12 PM, Kenneth Crocker wrote: > Kristofer, > > Change your "RT_SiteConfig.pm" file in /opt/rt3/etc to include this > setting: > > *Set($ShowUnreadMessageNotifications, 0); # turn off notice* > > > You'll need to bounce/restart Apache or your VM environment. > > > Kenn > > LBNL > ** > > > On Tue, Oct 19, 2010 at 11:26 AM, Kristofer Pettijohn < > kristofer at cybernetik.net> wrote: > >> Hello, >> >> I am fairly new to RT, and am trying to get used to using it in my >> environment. >> >> Is there an easy way for me to view which of my tickets have emails that >> are unread? I find myself going into the main dashboard, and then checking >> tickets multiple times a day to see if they have the header at the top >> saying that there are unread messages. There must be an easier way to see >> this from the dashboard? >> >> Thanks, >> Kris >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristofer at cybernetik.net Tue Oct 19 16:14:41 2010 From: kristofer at cybernetik.net (Kristofer Pettijohn) Date: Tue, 19 Oct 2010 15:14:41 -0500 (CDT) Subject: [rt-users] Unread messages In-Reply-To: Message-ID: <1230315097.3692.1287519281260.JavaMail.root@zimbrane-01> Kenneth, I'm sorry, I may have not been clear on my request. I do want it to show the unread message notification. My issue with RT is that it doesn't have a dashboard showing only Tickets that have unread messages so I can quickly go to them. I find myself going into individual tickets to look for that Unread message notification, which seems wasteful of time. From: "Kenneth Crocker" To: rt-users at lists.bestpractical.com Sent: Tuesday, October 19, 2010 2:14:04 PM Subject: Re: [rt-users] Unread messages Kristopher, You can set that to whatever you want as a Global default, but you can reverse that on an individual basis in "Preferences". Kenn LBNL On Tue, Oct 19, 2010 at 12:12 PM, Kenneth Crocker < kfcrocker at lbl.gov > wrote: Kristofer, Change your "RT_SiteConfig.pm" file in /opt/rt3/etc to include this setting: Set($ShowUnreadMessageNotifications, 0); # turn off notice You'll need to bounce/restart Apache or your VM environment. Kenn LBNL On Tue, Oct 19, 2010 at 11:26 AM, Kristofer Pettijohn < kristofer at cybernetik.net > wrote: Hello, I am fairly new to RT, and am trying to get used to using it in my environment. Is there an easy way for me to view which of my tickets have emails that are unread? I find myself going into the main dashboard, and then checking tickets multiple times a day to see if they have the header at the top saying that there are unread messages. There must be an easier way to see this from the dashboard? Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Oct 19 17:10:32 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 19 Oct 2010 16:10:32 -0500 Subject: [rt-users] Unread messages In-Reply-To: <1230315097.3692.1287519281260.JavaMail.root@zimbrane-01> References: <1230315097.3692.1287519281260.JavaMail.root@zimbrane-01> Message-ID: <20101019211032.GM4993@aart.is.rice.edu> Can you do a search with tickets that are last updated by someone who isn't you? Ken On Tue, Oct 19, 2010 at 03:14:41PM -0500, Kristofer Pettijohn wrote: > Kenneth, > > I'm sorry, I may have not been clear on my request. I do want it to show the unread message notification. My issue with RT is that it doesn't have a dashboard showing only Tickets that have unread messages so I can quickly go to them. I find myself going into individual tickets to look for that Unread message notification, which seems wasteful of time. > > > From: "Kenneth Crocker" > To: rt-users at lists.bestpractical.com > Sent: Tuesday, October 19, 2010 2:14:04 PM > Subject: Re: [rt-users] Unread messages > > Kristopher, > > You can set that to whatever you want as a Global default, but you can reverse that on an individual basis in "Preferences". > > Kenn > LBNL > > > On Tue, Oct 19, 2010 at 12:12 PM, Kenneth Crocker < kfcrocker at lbl.gov > wrote: > > > Kristofer, > > Change your "RT_SiteConfig.pm" file in /opt/rt3/etc to include this setting: > > > > Set($ShowUnreadMessageNotifications, 0); # turn off notice > > > > > You'll need to bounce/restart Apache or your VM environment. > > > > > Kenn > > LBNL > > > > > > > On Tue, Oct 19, 2010 at 11:26 AM, Kristofer Pettijohn < kristofer at cybernetik.net > wrote: > > > > > Hello, > > I am fairly new to RT, and am trying to get used to using it in my environment. > > Is there an easy way for me to view which of my tickets have emails that are unread? I find myself going into the main dashboard, and then checking tickets multiple times a day to see if they have the header at the top saying that there are unread messages. There must be an easier way to see this from the dashboard? > > Thanks, > Kris > > From ruz at bestpractical.com Tue Oct 19 17:43:23 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 01:43:23 +0400 Subject: [rt-users] Unread messages In-Reply-To: <1061544013.3592.1287512800379.JavaMail.root@zimbrane-01> References: <1061544013.3592.1287512800379.JavaMail.root@zimbrane-01> Message-ID: Hello Kristofer, Try to use __UpdateStatus__ column in the format string you use for that search. I know it's not the best way, but close to what you're looking for. On Tue, Oct 19, 2010 at 10:26 PM, Kristofer Pettijohn wrote: > Hello, > > I am fairly new to RT, and am trying to get used to using it in my > environment. > > Is there an easy way for me to view which of my tickets have emails that are > unread?? I find myself going into the main dashboard, and then checking > tickets multiple times a day to see if they have the header at the top > saying that there are unread messages.? There must be an easier way to see > this from the dashboard? > > Thanks, > Kris > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Oct 19 17:49:34 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 01:49:34 +0400 Subject: [rt-users] How to use RT::CustomFieldValues::External In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE05B79DD5@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE05B79DD5@INFMAIL.na.choicepoint.net> Message-ID: Hi, Start from CustomFieldValuesSources config option. Read docs in lib/RT/CustomFieldValues/External.pm and use lib/RT/CustomFieldValues/External/Groups.pm as example. However connecting to MS SQL server on *nix is kinda tricky, so I would recommend you to use something in between, for example a file where you dump values and then read it from RT. Or just write a script that will keep values at sync and run it periodically and don't use CFs with external source at all. The latter is preferred in terms of performance. The only reason is to use external source is if external source changed very often and you can not allow it to be out of sync even for a minute. On Tue, Oct 19, 2010 at 10:16 PM, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > I have a list of values in a external data (SQL Server) and I want to > display them in a custom field as a drop down. > > > > I was searching for the solution and found that > RT::CustomFieldValues::External can be used for it. But not sure where to > specify the data source. Can somebody please send me an example of how to > use this extention? > > > > Thanks > > Naweed > > > > ________________________________ > > The information contained in this e-mail message is intended only for the > personal and confidential use of the recipient(s) named above. This message > may be an attorney-client communication and/or work product and as such is > privileged and confidential. If the reader of this message is not the > intended recipient or an agent responsible for delivering it to the intended > recipient, you are hereby notified that you have received this document in > error and that any review, dissemination, distribution, or copying of this > message is strictly prohibited. If you have received this communication in > error, please notify us immediately by e-mail, and delete the original > message. -- Best regards, Ruslan. From stuart.browne at ausregistry.com.au Tue Oct 19 18:10:20 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 20 Oct 2010 09:10:20 +1100 Subject: [rt-users] 'Show Results' link / Query Builder occasionally not working properly In-Reply-To: References: <8CEF048B9EC83748B1517DC64EA130FB4396EFD77B@off-win2003-01.ausregistrygroup.local> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB4396EFDF6E@off-win2003-01.ausregistrygroup.local> Applied, tested. Beautiful. Thank you Ruslan. > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Tuesday, 19 October 2010 23:05 > To: Stuart Browne > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] 'Show Results' link / Query Builder > occasionally not working properly > > Hi, > > Issue has been fixed. > > Patch: > diff --git a/lib/RT/SQL.pm b/lib/RT/SQL.pm > index 799cf94..946a8ab 100644 > --- a/lib/RT/SQL.pm > +++ b/lib/RT/SQL.pm > @@ -68,7 +68,7 @@ my @tokens = qw[VALUE AGGREGATOR OPERATOR OPEN_PAREN > CLOSE_PAREN KEYWORD]; > use Regexp::Common qw /delimited/; > my $re_aggreg = qr[(?i:AND|OR)]; > my $re_delim = qr[$RE{delimited}{-delim=>qq{\'\"}}]; > -my $re_value = qr[\d+|NULL|$re_delim]; > +my $re_value = qr[[+-]?\d+|NULL|$re_delim]; > my $re_keyword = qr[[{}\w\.]+|$re_delim]; > my $re_op = qr[=|!=|>=|<=|>|<|(?i:IS NOT)|(?i:IS)|(?i:NOT > LIKE)|(?i:LIKE)]; # long to short > my $re_open_paren = qr[\(]; > > > SHA: 6c44641cd50c4f3ad631f4cb22292bb37a3c6c97 > > On Fri, Oct 15, 2010 at 3:51 AM, Stuart Browne > wrote: > > Hi, > > > > Running RT 3.8.8 / DBIx::SearchBuilder 1.56, and have noticed some > strange behaviour with the 'Show Results' link and the Query Builder. > > > > From the 'At A Glance' page, I generally click on 'xx highest > priority tickets I own' to bring up the search result, then click 'Edit > Search' and add 'Priority > -2' to show only positive value priority > tickets. ?Thus far, all is fine (and I understand I can just alter the > saved search, but that's not what I want). > > > > From there, I use the list, going into and out of tickets, sometimes > navigating into Configuration or other areas, then click back on > 'Tickets' and 'Show Results'. ?For whatever reason, the search is > modified to be 'Priority > 2'. > > > > Steps to reproduce, and what is shown on the screen: > > > > ? ? ? ?1. Log In > > ? ? ? ?2. Click on 'xx highest priority tickets I own' > > ? ? ? ?3. Click on 'Edit Search' > > ? ? ? ?4. Use dropdown boxes to add 'Priority' 'greater than' '-2', > clicked 'Add these items' (or '... and Search') > > ? ? ? ? ? ? ? ?- At this point, the query is as follows: > > ? ? ? ? ? ? ? ? ? ? ? ?Owner = '__CurrentUser__' AND ( ?Status = > 'new' OR Status = 'open' > > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?OR Status = 'validating' OR Status = > 'WaitExt' ) AND > > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?Queue != 'Holding' AND Priority > '-2' > > ? ? ? ?5. Click on any other left-hand menu item > > ? ? ? ?6. Click on 'Tickets' > > ? ? ? ? ? ? ? ?- Query shown is correct with the '-2' Priority > > ? ? ? ?7. Click on 'Show Results' > > > > At this point, the query has changed to: > > > > ? ? ? ?Owner = '__CurrentUser__' AND ( ?Status = 'new' OR Status = > 'open' > > ? ? ? ? ? ? ? ?OR Status = 'validating' OR Status = 'WaitExt' ) AND > > ? ? ? ? ? ? ? ?Queue != 'Holding' AND Priority > 2 > > > > If at step 4, you press 'Add these items' 3 times, it also removes > the negative. > > > > I'm not good enough at the internals of the query builder to know why > the state of this field changes 'magically', but it didn't happen in > prior versions. > > > > Has anybody else seen this, or can they reproduce the issue? ;) > > > > Stuart J. Browne From ruz at bestpractical.com Tue Oct 19 18:13:06 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 02:13:06 +0400 Subject: [rt-users] Update Ticket Subject on Comment/Reply In-Reply-To: References: Message-ID: Hi, I'm not sure why you need this. Doesn't sound like good idea to me. If you can do it automatically (I mean with code) then you can use scrips like Kenneth suggested. If you want to allow users to change subject manually on reply then you have to look into share/html/Ticket/Update.html and hack it to show Subject input field and process it on submit. On Thu, Oct 14, 2010 at 3:21 AM, Andrew Best wrote: > Morning all, > > Is it possible to change/update the subject on a ticket when a user comments > or replies? > > At the moment the staff need to go into the ticket basics and update the > subject manually. It would save them time if they could change/fix the > subject of a ticket when they are commenting or replying to it. > > cheers > Andrew > > -- > Never be afraid to try something new. Remember, amateurs built the ark, and > professionals built the Titanic. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From kris_germann at 295.ca Tue Oct 19 18:16:45 2010 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 19 Oct 2010 22:16:45 +0000 Subject: [rt-users] Update Ticket Subject on Comment/Reply In-Reply-To: References: Message-ID: <1792737900-1287526608-cardhu_decombobulator_blackberry.rim.net-522423000-@bda132.bisx.prod.on.blackberry> I actually requested this as well, it would be incredibly useful. I've tried making a scrip for making any correspondence extract subject tag of the email (to RT) and move to ticket TITLE but no luck... Kris Germann Mentor, Sales & Technical Support Fibernetics Corp Sent wirelessly from my BlackBerry device on the Bell network. Envoy? sans fil par mon terminal mobile BlackBerry sur le r?seau de Bell. -----Original Message----- From: Ruslan Zakirov Sender: rt-users-bounces at lists.bestpractical.com Date: Wed, 20 Oct 2010 02:13:06 To: Andrew Best Cc: Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply Hi, I'm not sure why you need this. Doesn't sound like good idea to me. If you can do it automatically (I mean with code) then you can use scrips like Kenneth suggested. If you want to allow users to change subject manually on reply then you have to look into share/html/Ticket/Update.html and hack it to show Subject input field and process it on submit. On Thu, Oct 14, 2010 at 3:21 AM, Andrew Best wrote: > Morning all, > > Is it possible to change/update the subject on a ticket when a user comments > or replies? > > At the moment the staff need to go into the ticket basics and update the > subject manually. It would save them time if they could change/fix the > subject of a ticket when they are commenting or replying to it. > > cheers > Andrew > > -- > Never be afraid to try something new. Remember, amateurs built the ark, and > professionals built the Titanic. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Oct 19 18:35:02 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 02:35:02 +0400 Subject: [rt-users] Drop down values hidden In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE05B07F38@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE05B07F38@INFMAIL.na.choicepoint.net> Message-ID: Hello, You didn't notice RT version and browser you're testing with. I see change in RT 3.8.5 that can be related. If you're not on that or newer version then either upgrade or try to use the following patch. http://github.com/bestpractical/rt/commit/c42465fb0d8443905deef2a9c58718c0331980f2 On Thu, Oct 14, 2010 at 12:33 AM, Ahmed, Mohammed Naweed (LNG-BCT) < naweedmohammed.ahmed at lexisnexis.com> wrote: > > > I have a list of drop down boxes on the ticket with Yes/No values in them > but when I click on the drop down, the values are overlapped by the controls > on the next line, it is not happening with all the combo boxes but a few and > it is not looking good as you can see below (When I clicked on IsMainframe > Access required? Combo box). > > > > Does any body else face this problem or have a solution to it ? > > > > > > > > > > Thanks > > *Naweed * > > > > ------------------------------ > > * The information contained in this e-mail message is intended only for > the personal and confidential use of the recipient(s) named above. This > message may be an attorney-client communication and/or work product and as > such is privileged and confidential. If the reader of this message is not > the intended recipient or an agent responsible for delivering it to the > intended recipient, you are hereby notified that you have received this > document in error and that any review, dissemination, distribution, or > copying of this message is strictly prohibited. If you have received this > communication in error, please notify us immediately by e-mail, and delete > the original message. * > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 12393 bytes Desc: not available URL: From ruz at bestpractical.com Tue Oct 19 18:38:33 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 02:38:33 +0400 Subject: [rt-users] Update Ticket Subject on Comment/Reply In-Reply-To: <1792737900-1287526608-cardhu_decombobulator_blackberry.rim.net-522423000-@bda132.bisx.prod.on.blackberry> References: <1792737900-1287526608-cardhu_decombobulator_blackberry.rim.net-522423000-@bda132.bisx.prod.on.blackberry> Message-ID: On Wed, Oct 20, 2010 at 2:16 AM, Kris Germann wrote: > I actually requested this as well, it would be incredibly useful. > > I've tried making a scrip for making any correspondence extract subject tag of the email (to RT) ?and move to ticket TITLE but no luck... I don't see how this related to Andrew's question. Have you looked at lib/RT/Action/ExtractSubjectTag.pm ? No idea what you mean by "TITLE". > Kris Germann > > Mentor, Sales & Technical Support > Fibernetics Corp > > Sent wirelessly from my BlackBerry device on the Bell network. > Envoy? sans fil par mon terminal mobile BlackBerry sur le r?seau de Bell. > > -----Original Message----- > From: Ruslan Zakirov > Sender: rt-users-bounces at lists.bestpractical.com > Date: Wed, 20 Oct 2010 02:13:06 > To: Andrew Best > Cc: > Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply > > Hi, > > I'm not sure why you need this. Doesn't sound like good idea to me. > > If you can do it automatically (I mean with code) then you can use > scrips like Kenneth suggested. > > If you want to allow users to change subject manually on reply then > you have to look into share/html/Ticket/Update.html and hack it to > show Subject input field and process it on submit. > > On Thu, Oct 14, 2010 at 3:21 AM, Andrew Best wrote: >> Morning all, >> >> Is it possible to change/update the subject on a ticket when a user comments >> or replies? >> >> At the moment the staff need to go into the ticket basics and update the >> subject manually. It would save them time if they could change/fix the >> subject of a ticket when they are commenting or replying to it. >> >> cheers >> Andrew >> >> -- >> Never be afraid to try something new. Remember, amateurs built the ark, and >> professionals built the Titanic. >> >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From kris_germann at 295.ca Tue Oct 19 19:10:03 2010 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 19 Oct 2010 23:10:03 +0000 Subject: [rt-users] Update Ticket Subject on Comment/Reply In-Reply-To: References: <1792737900-1287526608-cardhu_decombobulator_blackberry.rim.net-522423000-@bda132.bisx.prod.on.blackberry> Message-ID: <1325797569-1287529806-cardhu_decombobulator_blackberry.rim.net-1091010702-@bda132.bisx.prod.on.blackberry> Here >> Is it possible to change/update the subject on a ticket when a user comments >> or replies? When I email a user via RT, the subject starting the initial correspondence is set as the title of that ticket - title being what shows iin the queues (or query results for tickets). What I was wondering is if whether when another user replied via their email client to the ticket I sent to them and changed that subject (meaning added to or deleted text from) if it could change the subject of the entire ticket. I've looked in lib/RT/Action/ but ExtractSubjectTag.pm doesn't exist. Kris Germann Mentor, Sales & Technical Support Fibernetics Corp Sent wirelessly from my BlackBerry device on the Bell network. Envoy? sans fil par mon terminal mobile BlackBerry sur le r?seau de Bell. -----Original Message----- From: Ruslan Zakirov Sender: ruslan.zakirov at gmail.com Date: Wed, 20 Oct 2010 02:38:33 To: Cc: ; Andrew Best; Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply On Wed, Oct 20, 2010 at 2:16 AM, Kris Germann wrote: > I actually requested this as well, it would be incredibly useful. > > I've tried making a scrip for making any correspondence extract subject tag of the email (to RT) ?and move to ticket TITLE but no luck... I don't see how this related to Andrew's question. Have you looked at lib/RT/Action/ExtractSubjectTag.pm ? No idea what you mean by "TITLE". > Kris Germann > > Mentor, Sales & Technical Support > Fibernetics Corp > > Sent wirelessly from my BlackBerry device on the Bell network. > Envoy? sans fil par mon terminal mobile BlackBerry sur le r?seau de Bell. > > -----Original Message----- > From: Ruslan Zakirov > Sender: rt-users-bounces at lists.bestpractical.com > Date: Wed, 20 Oct 2010 02:13:06 > To: Andrew Best > Cc: > Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply > > Hi, > > I'm not sure why you need this. Doesn't sound like good idea to me. > > If you can do it automatically (I mean with code) then you can use > scrips like Kenneth suggested. > > If you want to allow users to change subject manually on reply then > you have to look into share/html/Ticket/Update.html and hack it to > show Subject input field and process it on submit. > > On Thu, Oct 14, 2010 at 3:21 AM, Andrew Best wrote: >> Morning all, >> >> Is it possible to change/update the subject on a ticket when a user comments >> or replies? >> >> At the moment the staff need to go into the ticket basics and update the >> subject manually. It would save them time if they could change/fix the >> subject of a ticket when they are commenting or replying to it. >> >> cheers >> Andrew >> >> -- >> Never be afraid to try something new. Remember, amateurs built the ark, and >> professionals built the Titanic. >> >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Oct 19 21:11:04 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 05:11:04 +0400 Subject: [rt-users] Multiple LDAP servers with EmailCompletion In-Reply-To: <15DF9116EFA72B41BA18ECC2ABD870F505A94F20@uslaxmail02> References: <15DF9116EFA72B41BA18ECC2ABD870F505A94E2F@uslaxmail02> <4CBDD24B.7020503@bestpractical.com> <15DF9116EFA72B41BA18ECC2ABD870F505A94F20@uslaxmail02> Message-ID: Improve the module to support multiple ldap servers. Regards, Ruslan. From phone. 2010 10 19 21:24 ???????????? "Andrew Marosi" ???????: > Thanks for the clarification Thomas. > Anyone have any ideas on how to accomplish the same result with a different solution? Thanks! > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Tuesday, October 19, 2010 10:16 AM > To: rt-users at bestpractical.com > Subject: Re: [rt-users] Multiple LDAP servers with EmailCompletion > > On 19 Oct 2010 11:52, Andrew Marosi wrote: >> I?ve been searching around but unable to locate the correct parameters >> for having more than one LDAP server to have EmailCompletion check >> against. Here?s the snippet from my RT_SiteConfig.pm: > > RTx-EmailCompletion doesn't support multiple LDAP servers like > ExternalAuth does. The multiple Set() lines for the same configuration > variable just overwrite it. > > Thomas > > >> Set($EmailCompletionLdapServer, "dc01.corp.XYZ.com"); >> >> Set($EmailCompletionLdapBase, "dc=corp,dc=XYZ,dc=com"); >> >> Set($EmailCompletionLdapUser, "rtldap"); >> >> Set($EmailCompletionLdapPass, "password"); >> >> Set($EmailCompletionLdapMinLength, 1); >> >> Set($EmailCompletionLdapFilter, "(objectclass=user)"); >> >> Set($EmailCompletionLdapServer, "dc02.XYZ2.com"); >> >> Set($EmailCompletionLdapBase, "dc=XYZ2,dc=com"); >> >> Set($EmailCompletionLdapUser, "otherrtldap"); >> >> Set($EmailCompletionLdapPass, "password"); >> >> Set($EmailCompletionLdapMinLength, 1); >> >> Set($EmailCompletionLdapFilter, "(objectclass=user)"); >> >> >> >> I have a feeling it doesn?t know which set of criteria to match against >> ?and that?s why we end up getting sporadic results. >> >> >> >> We are using RT-Authen-ExternalAuth against the same two LDAP servers, >> and that?s working great for email->ticket creation/requestor creation >> as well as authentication. >> >> >> >> Thanks for any help! >> >> -Andy >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Oct 19 21:18:44 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 05:18:44 +0400 Subject: [rt-users] Another Query question: justification of data In-Reply-To: References: Message-ID: Usually numbers are right aligned in tables, but it's not always followed in rt. Regards, Ruslan. From phone. 2010 10 19 21:15 ???????????? "Kenneth Crocker" ???????: > Roy, > > Thanks. Yea. I think that "Id" should default to the left anyway, but what > do I know, huh? > > I'll make that change. > > Kenn > LBNL > > On Tue, Oct 19, 2010 at 2:41 AM, Raed El-Hames wrote: > >> Hi Ken its me again: >> >> >> >> Have a look at share/html/Elements/ColumnMap >> >> # This is scary and should totally be refactored -- jesse >> >> my $COLUMN_MAP = { >> >> id => { >> >> attribute => 'id', >> >> title => 'id', # loc >> >> align => 'right', >> >> value => sub { return $_[0]->id } >> >> }, >> >> >> >> >> >> You will see the align = ?right?, you can either remove the whole line (I >> do n?t think it will break anything), or you can simply change the right to >> left. >> >> Restart the web server and all should be fine. >> >> >> >> For me I would remove the align line from there and do this via the css, >> not sure which stylesheets you use, If its web2, look in ticket-lists.css >> for >> >> th.collection-as-table , td.collection-as-table { >> >> padding-right: 0.5em; >> >> } >> >> And add text-align: left; in between {} >> >> This in theory will apply it to all fields within CollectionList. >> >> >> >> Regards; >> >> Roy >> >> >> >> >> >> *From:* rt-users-bounces at lists.bestpractical.com [mailto: >> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker >> *Sent:* 18 October 2010 22:32 >> *To:* rt-users at lists.bestpractical.com >> *Subject:* Re: [rt-users] Another Query question: justification of data >> >> >> >> Ruslan, >> >> I can't seem to get that to work. What I REALLY want to do is have ALL >> Search results align the Ticket ID to the left. I know most people want a >> field defined as "Number" to align to the right. But Ticket ID is never used >> in arithmetic expressions so there's no reason to treat it like any other >> character field and align it to the left or the center. Otherwise, it looks >> way out of alignment. When I look at the source code generated for the >> results, I get: >> >> >> 85141 >> >> Develop Admin Queries & Dashboards for EHS Queues >> >> TSG-RT >> >> CPeach at lbl.gov >> >> 3 >> >> new >> >> Requested >> >> KFCrocker >> >> 2010-09-10 >> >> >> >> So it looks to me like something it automatically inserting "align=right" >> in the "collection-as-table". I went to main.css and tried changing >> "ticket-lists.css" and put a change in it (text-align: left;) for the td >> label and it seems to get overridden. Do you know where the code is that >> overrides "ticket-lists.css" so I can change that behavior? >> >> Thanks. >> >> Kenn >> LBNL >> >> On Mon, Oct 18, 2010 at 12:50 PM, Ruslan Zakirov >> wrote: >> >> Hi, >> >> Use "/ALIGN:..." in a format string. >> >> >> On Sat, Oct 16, 2010 at 12:27 AM, Kenneth Crocker >> wrote: >> > To List, >> > >> > I noticed that when I run a query, the Ticket number seems to be >> justified >> > to the right of it's column, but Priority Subject, and others are >> justified >> > left. Does anyone know why? Does anyone know how to change that? >> > >> > Kenn >> > LBNL >> > >> > >> >> > RT Training in Washington DC, USA on Oct 25 & 26 2010 >> > Last one this year -- Learn how to get the most out of RT! >> > >> >> >> >> -- >> Best regards, Ruslan. >> >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Oct 19 21:30:48 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 05:30:48 +0400 Subject: [rt-users] exclamation point on email reports In-Reply-To: <30001441.post@talk.nabble.com> References: <30001441.post@talk.nabble.com> Message-ID: Any details on how this report is generated and send out of rt? Regards, Ruslan. From phone. 2010 10 19 19:31 ???????????? "psminusauxf" ???????: > > Hi.. > > I have a report that gets generated daily and when RT emails me the report > the subject comes out > slight different, it inserts an exclamation point in the subject field: > > ALL_MANAGER_REVIEW_RESOLV! ED > > The actual report title is: ALL_MANAGER_REVIEW_RESOLVED > > Anyone have a clue would could be causing this? > > -psminusauxf > -- > View this message in context: http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30001441.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 19 23:34:36 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Oct 2010 20:34:36 -0700 Subject: [rt-users] Another Query question: justification of data In-Reply-To: References: Message-ID: Ruslan, I think that makes sense in most cases. The problem is, Ticket Id is not for arithmetic expression. No addition, no decimal alignment, etc. just a number. So it is used/displayed like it is a character so I think it would at least LOOK better if it was aligned to the left. Just an opinion. Kenn LBNL On Tue, Oct 19, 2010 at 6:18 PM, Ruslan Zakirov wrote: > Usually numbers are right aligned in tables, but it's not always followed > in rt. > > Regards, Ruslan. From phone. > 2010 10 19 21:15 ???????????? "Kenneth Crocker" > ???????: > > > Roy, > > > > Thanks. Yea. I think that "Id" should default to the left anyway, but > what > > do I know, huh? > > > > I'll make that change. > > > > Kenn > > LBNL > > > > On Tue, Oct 19, 2010 at 2:41 AM, Raed El-Hames < > Raed.El-Hames at vialtus.com>wrote: > > > >> Hi Ken its me again: > >> > >> > >> > >> Have a look at share/html/Elements/ColumnMap > >> > >> # This is scary and should totally be refactored -- jesse > >> > >> my $COLUMN_MAP = { > >> > >> id => { > >> > >> attribute => 'id', > >> > >> title => 'id', # loc > >> > >> align => 'right', > >> > >> value => sub { return $_[0]->id } > >> > >> }, > >> > >> > >> > >> > >> > >> You will see the align = 'right', you can either remove the whole line > (I > >> do n't think it will break anything), or you can simply change the right > to > >> left. > >> > >> Restart the web server and all should be fine. > >> > >> > >> > >> For me I would remove the align line from there and do this via the css, > >> not sure which stylesheets you use, If its web2, look in > ticket-lists.css > >> for > >> > >> th.collection-as-table , td.collection-as-table { > >> > >> padding-right: 0.5em; > >> > >> } > >> > >> And add text-align: left; in between {} > >> > >> This in theory will apply it to all fields within CollectionList. > >> > >> > >> > >> Regards; > >> > >> Roy > >> > >> > >> > >> > >> > >> *From:* rt-users-bounces at lists.bestpractical.com [mailto: > >> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth > Crocker > >> *Sent:* 18 October 2010 22:32 > >> *To:* rt-users at lists.bestpractical.com > >> *Subject:* Re: [rt-users] Another Query question: justification of data > >> > >> > >> > >> Ruslan, > >> > >> I can't seem to get that to work. What I REALLY want to do is have ALL > >> Search results align the Ticket ID to the left. I know most people want > a > >> field defined as "Number" to align to the right. But Ticket ID is never > used > >> in arithmetic expressions so there's no reason to treat it like any > other > >> character field and align it to the left or the center. Otherwise, it > looks > >> way out of alignment. When I look at the source code generated for the > >> results, I get: > >> > >> > >> href="/Ticket/Display.html?id=85141">85141 > >> > >> href="/Ticket/Display.html?id=85141">Develop Admin Queries & Dashboards > for EHS Queues > >> > >> TSG-RT > >> > >> CPeach at lbl.gov > >> > >> 3 > >> > >> new > >> > >> Requested > >> > >> KFCrocker > >> > >> 2010-09-10 > >> > >> > >> > >> So it looks to me like something it automatically inserting > "align=right" > >> in the "collection-as-table". I went to main.css and tried changing > >> "ticket-lists.css" and put a change in it (text-align: left;) for the td > >> label and it seems to get overridden. Do you know where the code is that > >> overrides "ticket-lists.css" so I can change that behavior? > >> > >> Thanks. > >> > >> Kenn > >> LBNL > >> > >> On Mon, Oct 18, 2010 at 12:50 PM, Ruslan Zakirov > > >> wrote: > >> > >> Hi, > >> > >> Use "/ALIGN:..." in a format string. > >> > >> > >> On Sat, Oct 16, 2010 at 12:27 AM, Kenneth Crocker > >> wrote: > >> > To List, > >> > > >> > I noticed that when I run a query, the Ticket number seems to be > >> justified > >> > to the right of it's column, but Priority Subject, and others are > >> justified > >> > left. Does anyone know why? Does anyone know how to change that? > >> > > >> > Kenn > >> > LBNL > >> > > >> > > >> > >> > RT Training in Washington DC, USA on Oct 25 & 26 2010 > >> > Last one this year -- Learn how to get the most out of RT! > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > >> > >> > >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Vitaly.Tskhovrebov at exigenservices.com Wed Oct 20 03:57:35 2010 From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov) Date: Wed, 20 Oct 2010 11:57:35 +0400 Subject: [rt-users] RT plugin Message-ID: Hi. I've created additional functionality to the web interface, but to implement it, I have to add one Javascript file to Ticket.html and register one function to execute onload(). I've did it manually, but it seems to be an ugly hack. How do I create an installable plugin to handle situation correctly? Thanks, Vitaly. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Wed Oct 20 09:04:57 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 20 Oct 2010 09:04:57 -0400 Subject: [rt-users] RT plugin In-Reply-To: References: Message-ID: Looking at RTx-EmailCompletion, they include extra Javascript with a callback file: local/plugins/RTx-EmailCompletion/html/Callbacks/RTx-EmailCompletion/Elements/Header/Head That gets included in all headers. -- Mathieu Longtin 1-514-803-8977 On Wed, Oct 20, 2010 at 3:57 AM, Vitaly Tskhovrebov < Vitaly.Tskhovrebov at exigenservices.com> wrote: > Hi. > > > > I?ve created additional functionality to the web interface, but to > implement it, I have to add one Javascript file to Ticket.html and register > one function to execute onload(). I?ve did it manually, but it seems to be > an ugly hack. > > > > How do I create an installable plugin to handle situation correctly? > > > > Thanks, Vitaly. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Wed Oct 20 09:08:45 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 20 Oct 2010 08:08:45 -0500 Subject: [rt-users] Change RTFM Message-ID: Hi All - Looking to change the RTFM acronym to FAQ. I found the following article: http://wiki.bestpractical.com/view/RenameRTFM but don't quite know how to go about executing it. We are running RT 3.8.8 on Ubuntu 10.04. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jason.brown at millbrookprinting.com Wed Oct 20 09:13:56 2010 From: jason.brown at millbrookprinting.com (Jason Brown) Date: Wed, 20 Oct 2010 09:13:56 -0400 Subject: [rt-users] Ticket could not be created due to an internal error Message-ID: <4CBEEB14.6010001@millbrookprinting.com> I recently had a server crash and I am reinstalling RT from scratch, the version that was installed was 3.6.7. I installed that version on the new server and reimported the MySQL database, then upgraded RT to 3.8.8. Everything seems to be working properly, I am able to login, create and resolve tickets through the web GUI, however if I try to send an email to the designated email address to create a ticket I receive a bounce back email message stating "Ticket could not be created due to an internal error." I do not see anything in the logs that would indicate errors. When the server does recieve a message, this entry is created: to=, relay=local, delay=0.39, delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command: /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url http://rt.millbrookprinting.com/) The server is running: CentOS 5.5 (SELinux is disabled) Postfix MySQL Apache Thanks From jnarins at seniorbridge.com Wed Oct 20 09:25:45 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 20 Oct 2010 09:25:45 -0400 Subject: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence In-Reply-To: References: Message-ID: I've looked into MailPlugins, but unless I'm reading the wrong section of the documentation, they are for auth/authz aspects of mail, and not for rewriting the content of the mail to, as I plan, remove redundant confidentiality agreements and signatures. I've been looking in RT::EmailParser and I see a _ParseMIMEEntity function which calls a handy-sounding _PostProcessNewEntity but I don't see any hooks in there for the casual user, so, either I need to wedge the code I need in there myself or need to be edjumakayted about where I should be looking. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 07, 2010 9:39 AM To: Josh Narins Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence Then look into MailPlugins. Regards, Ruslan. From phone. 2010 10 7 17:34 ???????????? "Josh Narins" > ???????: > That may be true, but I know exactly how to do what I want in perl, but don't know anything about how this would happen in postfix. > > Someone else, offlist, recommended postfix, but I tried a bunch of different searches "postfix (remove|delete|strip) signature" and didn't find one relevant link. > > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 07, 2010 9:33 AM > To: Josh Narins > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence > > > Hi. > > If you are talking about incoming mail then it's better to use external tool before mailgate. > > If it's outgoing mail then first of all you have to figure out where you insert that text. > > Regards, Ruslan. From phone. > 2010 10 6 18:50 ???????????? "Josh Narins" >> ???????: >> How can I do this? >> >> The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. >> >> I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. >> >> I figured it would be rt-mailgate, but I had no luck there. >> >> Thanks in advance, >> >> >> >> Josh Narins >> >> Director of Application Development >> SeniorBridge >> 845 Third Ave >> 7th Floor >> New York, NY 10022 >> Tel: (212) 994-6194 >> Fax: (212) 994-4260 >> Mobile: (917) 488-6248 >> jnarins at seniorbridge.com> >> seniorbridge.com >> >> [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] >> >> ________________________________ >> SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Wed Oct 20 10:33:11 2010 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Wed, 20 Oct 2010 10:33:11 -0400 Subject: [rt-users] Prevent Requestors from setting the 'approval' ticket to status 'Resolve' Message-ID: <8B590F2F6F36C0489A41B816231BF1BE05BF89AA@INFMAIL.na.choicepoint.net> I have setup the approval work flow and it is working great expect for one problem, when I am creating and ticket, I can see the approval ticket in the links and I can open it too. The problem now is I can set to 'Resolve' by clicking on the status links. Even though I am neither the owner of the 'Approval' ticket or has any rights on the ___Approval Queue. Can some body please explain me how to prevent the requestors from setting the Approval tickets status to 'Resolve'? Thanks Naweed ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.obrien at hdesd.org Wed Oct 20 12:30:18 2010 From: steve.obrien at hdesd.org (Steve O'Brien) Date: Wed, 20 Oct 2010 09:30:18 -0700 Subject: [rt-users] IE Hangs loading background-gradient.png in 3.8.8 Message-ID: Hello All, Just upgraded to 3.8.8 and it works great in Firefox, but the page load hangs on background-gradient.png in Internet Explorer 8, if I reload the page it comes up fine. Anyone else seen this? TIA, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Wed Oct 20 12:27:51 2010 From: howie at thingy.com (Howard Jones) Date: Wed, 20 Oct 2010 17:27:51 +0100 Subject: [rt-users] Can watcher notifications use a different template? Message-ID: <4CBF1887.3010804@thingy.com> I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox). To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. Does any of this make any sense? Is there a better way to do it? Thanks for any insight, Howie From kris_germann at 295.ca Wed Oct 20 12:47:46 2010 From: kris_germann at 295.ca (Kris Germann) Date: Wed, 20 Oct 2010 12:47:46 -0400 Subject: [rt-users] Can watcher notifications use a different template? In-Reply-To: <4CBF1887.3010804@thingy.com> References: <4CBF1887.3010804@thingy.com> Message-ID: <4CBF1D32.70406@295.ca> Howard, I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox). I'd look at CommandByMail plugin, it's pretty useful for what you're saying - However can be malicious if misused or mis-configured To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. 1) Claim > You can set CommandByMail to 'Steal' the ticket based on the condition that Owner! = 'Nobody' and if Owner = 'Nobody', it would return a template for the 'Steal' rejection - This may require a scrip... ---- the ! = isn't 2) 'Get a lock' > I'm assuming you mean 'Take' which is answer in #1 above. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. I'll let someone else answer that... Kris Fibernetics Corp 605 Boxwood Drive Cambridge, ON N3E1A5 On 10/20/2010 12:27 PM, Howard Jones wrote: > I'm looking to tweak our internal RT process so that internal users can > 'claim' a ticket directly from the e-mail notification, to avoid having > two people working on one issue (we have a group of people who are all > watchers on the General queue, and those people generally work from > their inbox). > > To do that, I want to: > 1) Add a new action, Claim, that will do the same as Take, but only if > the ticket is not owned and otherwise tell the claiming user that Joe is > already dealing with it. > 2) Add a link to Claim in the Watcher mail so that people can 'get a > lock' on a ticket before investigating and replying. > > I think I can manage 1 with no problem, but I don't follow where I can > create a template that is used specifically for 'Watcher-notification' > e-mails. Is this possible? Is it actually a different template than the > one used for normal transactions? (or can it be?) > > I guess the alternative is to effectively duplicate part of the Watcher > functionality with a scrip that uses OnCreate and Notify Other > Recipients, but that seems a bit clunky. > > Does any of this make any sense? Is there a better way to do it? > > Thanks for any insight, > > Howie From drey111 at gmail.com Wed Oct 20 13:57:23 2010 From: drey111 at gmail.com (Joe Harris) Date: Wed, 20 Oct 2010 17:57:23 +0000 Subject: [rt-users] Can watcher notifications use a different template? In-Reply-To: <4CBF1887.3010804@thingy.com> References: <4CBF1887.3010804@thingy.com> Message-ID: <1059691012-1287597444-cardhu_decombobulator_blackberry.rim.net-1302404033-@bda270.bisx.prod.on.blackberry> You may want to look into the commandbyemail plugin. We use it a lot. Watchers just reply to the ticket and add: Owner: j_harris At the top and it changes the owner and notifies the watchers (and the requestors). Sent from blackberry -----Original Message----- From: Howard Jones Sender: rt-users-bounces at lists.bestpractical.com Date: Wed, 20 Oct 2010 17:27:51 To: Subject: [rt-users] Can watcher notifications use a different template? I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox). To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. Does any of this make any sense? Is there a better way to do it? Thanks for any insight, Howie From jledford at biltmore.com Wed Oct 20 13:59:41 2010 From: jledford at biltmore.com (Jason Ledford) Date: Wed, 20 Oct 2010 13:59:41 -0400 Subject: [rt-users] Summary Searches In-Reply-To: References: <435CB3214F92FD4E8E5CEEB86A20440240FA7E63E9@MAILBOX.tbcnet.biltmore.com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA890FD1@MAILBOX.tbcnet.biltmore.com> Sorry it took me so long to get back to this. This is almost exactly what I am looking for. I would like what this provides, but be able to filter it down to specific people. That way certain groups can see just the people in that group, and not the entire system. I am looking specifically at the OwnerSummary. Can that be modified to fit my needs, or is there a GroupBy function that can be used in the ticketsql? Thanks. From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Monday, October 11, 2010 11:17 AM To: Jason Ledford Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Summary Searches Have a Look in Cpan for summarybyowner from ruslan, think thats what You're Looking for. Von meinem iPhone gesendet Am 11.10.2010 um 17:08 schrieb Jason Ledford >: I have searched the wiki and mailing list and can?t find my answer, so if its there feel free to point me in that direction. I want to setup a search similar to the quicksearch, where I get (for example) the users I am concerned with seeing, and then across the top the same new open and stalled with summary numbers below. That way each manager can easily see statistics on their reports without having to see the detail of each call. I have created a search for these users and get get the search to work, but can?t figure out how to do the grouping to get summary numbers. Help is appreciated. Thanks. RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Oct 20 14:18:10 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Oct 2010 22:18:10 +0400 Subject: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence In-Reply-To: References: Message-ID: Hi Josh, On Wed, Oct 20, 2010 at 5:25 PM, Josh Narins wrote: > > I've looked into MailPlugins, but unless I'm reading the wrong section of the documentation, they are for auth/authz aspects of mail, and not for rewriting the content of the mail to, as I plan, remove redundant confidentiality agreements and signatures. A mail plugin has access to MIME entity and can do with it whatever you like. Just return the same auth level and current user and RT will continue to process the message. I do believe it's right place to do it even if API is not quite obviouse for this purpose. Old design that is there since RT 3.0 and screams for major refactoring. > I've been looking in RT::EmailParser and I see a _ParseMIMEEntity function which calls a handy-sounding _PostProcessNewEntity but I don't see any hooks in there for the casual user, so, either I need to wedge the code I need in there myself or need to be edjumakayted about where I should be looking. If you enable GPG/SMIME then email is not fully processed at first and I think those functions are called for this case and you wouldn't be able to access decoded bodies. > Josh?Narins -- Best regards, Ruslan. From landman at scalableinformatics.com Wed Oct 20 14:23:53 2010 From: landman at scalableinformatics.com (Joe Landman) Date: Wed, 20 Oct 2010 14:23:53 -0400 Subject: [rt-users] Question on whether or not this is possible Message-ID: <4CBF33B9.4070900@scalableinformatics.com> Hi folks We are using RT internally for issue tracking, and starting to use it for more workflow type things. At the same time, I am thinking we might want to use it for customer facing interfaces to bugs (ala web page). But we want to keep the customer bits and the internal workflow bits separate. Is it possible to create users that can only see some things on specific queues, but have no rights to other queues? So if user joe at xyz.com wants to query the database, they can do it, only for the support queue, but not for the other queues? Or do we need to set up a separate RT system for the non-support workflow bits, and not provide customer access to the workflow system? Thanks! Joe -- Joseph Landman, Ph.D Founder and CEO Scalable Informatics Inc. email: landman at scalableinformatics.com web : http://scalableinformatics.com http://scalableinformatics.com/jackrabbit phone: +1 734 786 8423 x121 fax : +1 866 888 3112 cell : +1 734 612 4615 From trs at bestpractical.com Wed Oct 20 14:54:17 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 20 Oct 2010 14:54:17 -0400 Subject: [rt-users] Question on whether or not this is possible In-Reply-To: <4CBF33B9.4070900@scalableinformatics.com> References: <4CBF33B9.4070900@scalableinformatics.com> Message-ID: <4CBF3AD9.2090002@bestpractical.com> On 20 Oct 2010 14:23, Joe Landman wrote: > So if user joe at xyz.com wants to query the database, they can do it, > only for the support queue, but not for the other queues? Yes, you want to grant rights at the queue-level rather than the global system level. Go to Configuration > Queues > [Select a queue] > Modify Group/User Rights. Thomas From jlucas at eagleinvsys.com Wed Oct 20 15:02:54 2010 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Wed, 20 Oct 2010 15:02:54 -0400 Subject: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 Message-ID: <11E641922C0B44439FB30F8936ABF6210F6C9193@bigmail01.eagleinvsys.com> Hello. Get the following when running "make install" for Asset Tracker... Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, line 78. (/apps/rt-3.8.8/lib/RT.pm:382) Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, line 78. make: *** [initdb] Error 255 I found a few suggestions after Googling but nothing that helps. Any help would be greatly appreciated. Thanks. Jeff Lucas -------------- next part -------------- An HTML attachment was scrubbed... URL: From linuxmagick at gmail.com Wed Oct 20 15:58:40 2010 From: linuxmagick at gmail.com (kforbus) Date: Wed, 20 Oct 2010 12:58:40 -0700 (PDT) Subject: [rt-users] Need help with multiple approval groups Message-ID: <30012297.post@talk.nabble.com> Following the information found at http://wiki.bestpractical.com/view/ApprovalCreation, I have a created a queue called "Password Resets" and allow users to place tickets in that queue. An approval request is created in the ___Approvals queue when a new ticket is created in the Password Resets queue. From the Wiki I'm using this code in a template for Password Resets: AdminCC: { my $group_name = 'Group Name'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $group_name ); $groups->First->Id; } Everything is working fine. If I change 'Group Name' in the above code to the name of a group with approvers as members, then they get the email notification and can approve or reject the request. My question is what changes to the above code can I make so that the AdminCC group gets assigned based on the requestor's group membership. Let's say I have Groups A, B, and C and Approval Groups D, E, and F. If a user who is a member of Group A places a ticket in the Password Resets queue, I'd like only Approval group D to get copied as AdminCC and be able to approve the ticket. Does this make sense? Is it even feasible? If not I could always create a different Reset queue for each group and then just deal with that, but I'd like to avoid that if possible. Thanks for any insight you might be able to add. -- View this message in context: http://old.nabble.com/Need-help-with-multiple-approval-groups-tp30012297p30012297.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at googlemail.com Wed Oct 20 16:58:15 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 20 Oct 2010 22:58:15 +0200 Subject: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 In-Reply-To: <11E641922C0B44439FB30F8936ABF6210F6C9193@bigmail01.eagleinvsys.com> References: <11E641922C0B44439FB30F8936ABF6210F6C9193@bigmail01.eagleinvsys.com> Message-ID: <852AAA24-15E6-4932-A06B-46BB3B4AD7BB@googlemail.com> Wait some days for New at. Sent from my phone, sorry for all typo's. Am 20.10.2010 um 21:02 schrieb "Jeff Lucas" : > Hello. > > > > Get the following when running ?make install? for Asset Tracker? > > > > > > Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, line 78. (/apps/rt-3.8.8/lib/RT.pm:382) > > Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, line 78. > > make: *** [initdb] Error 255 > > > > I found a few suggestions after Googling but nothing that helps. Any help would be greatly appreciated. > > > > Thanks. > > Jeff Lucas -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Oct 20 17:04:02 2010 From: todd at chaka.net (Todd Chapman) Date: Wed, 20 Oct 2010 17:04:02 -0400 Subject: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 In-Reply-To: <11E641922C0B44439FB30F8936ABF6210F6C9193@bigmail01.eagleinvsys.com> References: <11E641922C0B44439FB30F8936ABF6210F6C9193@bigmail01.eagleinvsys.com> Message-ID: Jeff, AT is currently undergoing development work to make it super easy to install with RT 3.8 If you are interested in following developments you can track the project in github. http://github.com/chakatodd/rt-extension-assettracker I'll be making a commit soon that should make it really easy to install. This isn't an official release but it should be quite useable. The solution to your current problem is to add the following to ./lib/RTx/AssetTracker/System.pm sub ACLEquivalenceObjects { return (); } -Todd On Wed, Oct 20, 2010 at 3:02 PM, Jeff Lucas wrote: > Hello. > > > > Get the following when running ?make install? for Asset Tracker? > > > > > > Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object > method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at > /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, line 78. > (/apps/rt-3.8.8/lib/RT.pm:382) > > Can't locate object method "ACLEquivalenceObjects" via package > "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm > line 327, line 78. > > make: *** [initdb] Error 255 > > > > I found a few suggestions after Googling but nothing that helps. Any help > would be greatly appreciated. > > > > Thanks. > > Jeff Lucas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Oct 20 19:12:40 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Oct 2010 16:12:40 -0700 Subject: [rt-users] Question on whether or not this is possible In-Reply-To: <4CBF3AD9.2090002@bestpractical.com> References: <4CBF33B9.4070900@scalableinformatics.com> <4CBF3AD9.2090002@bestpractical.com> Message-ID: Joe, Actually, you might want to grant some rights globally that you want all to do and wouldn't affect Queue access, like "ReplyToTicket" and loading/saving searches. I have a guideline for rights that we use for just such a thing. If you're interested, I'll send it to you. Kenn LBNL On Wed, Oct 20, 2010 at 11:54 AM, Thomas Sibley wrote: > On 20 Oct 2010 14:23, Joe Landman wrote: > > So if user joe at xyz.com wants to query the database, they can do it, > > only for the support queue, but not for the other queues? > > Yes, you want to grant rights at the queue-level rather than the global > system level. Go to Configuration > Queues > [Select a queue] > Modify > Group/User Rights. > > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From landman at scalableinformatics.com Wed Oct 20 19:13:49 2010 From: landman at scalableinformatics.com (Joe Landman) Date: Wed, 20 Oct 2010 19:13:49 -0400 Subject: [rt-users] Question on whether or not this is possible In-Reply-To: References: <4CBF33B9.4070900@scalableinformatics.com> <4CBF3AD9.2090002@bestpractical.com> Message-ID: <4CBF77AD.7040002@scalableinformatics.com> On 10/20/2010 07:12 PM, Kenneth Crocker wrote: > Joe, > > Actually, you might want to grant some rights globally that you want all > to do and wouldn't affect Queue access, like "ReplyToTicket" and > loading/saving searches. > I have a guideline for rights that we use for just such a thing. If > you're interested, I'll send it to you. Hi Kenn Yes, I am interested. Thanks! Joe > > Kenn > LBNL > > On Wed, Oct 20, 2010 at 11:54 AM, Thomas Sibley > wrote: > > On 20 Oct 2010 14:23, Joe Landman wrote: > > So if user joe at xyz.com wants to query the > database, they can do it, > > only for the support queue, but not for the other queues? > > Yes, you want to grant rights at the queue-level rather than the global > system level. Go to Configuration > Queues > [Select a queue] > Modify > Group/User Rights. > > Thomas > > -- Joseph Landman, Ph.D Founder and CEO Scalable Informatics, Inc. email: landman at scalableinformatics.com web : http://scalableinformatics.com http://scalableinformatics.com/jackrabbit phone: +1 734 786 8423 x121 fax : +1 866 888 3112 cell : +1 734 612 4615 From atsaloli.tech at gmail.com Wed Oct 20 19:16:05 2010 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Wed, 20 Oct 2010 16:16:05 -0700 Subject: [rt-users] documentation patch for README doc Message-ID: Hi. Upgrading from RT 3.8.2 to 3.8.8 on CentOS 5.5. Following the README and the UPGRADING docs, I ran "make upgrade" which died with: All dependencies have been found. /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc make: /opt/local/bin/ginstall: Command not found make: *** [config-install] Error 127 I fixed this by running "./configure ; make upgrade". Suggest change of: As a user with permission to install RT in your chosen installation directory, type: make upgrade This will install new binaries, config files and libraries without overwriting your RT database. to As a user with permission to install RT in your chosen installation directory, type: ./configure make upgrade This will install new binaries, config files and libraries without overwriting your RT database. Best, Aleksey From kfcrocker at lbl.gov Wed Oct 20 19:17:10 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Oct 2010 16:17:10 -0700 Subject: [rt-users] Ticket could not be created due to an internal error In-Reply-To: <4CBEEB14.6010001@millbrookprinting.com> References: <4CBEEB14.6010001@millbrookprinting.com> Message-ID: Jason, when we upgraded to 3.8.7 from 3.6.4 we noticed the Configuration settings had some new ones and some changed format. Did you check those for email and such? Kenn LBNL On Wed, Oct 20, 2010 at 6:13 AM, Jason Brown < jason.brown at millbrookprinting.com> wrote: > I recently had a server crash and I am reinstalling RT from scratch, the > version that was installed was 3.6.7. I installed that version on the new > server and reimported the MySQL database, then upgraded RT to 3.8.8. > Everything seems to be working properly, I am able to login, create and > resolve tickets through the web GUI, however if I try to send an email to > the designated email address to create a ticket I receive a bounce back > email message stating "Ticket could not be created due to an internal > error." > > I do not see anything in the logs that would indicate errors. When the > server does recieve a message, this entry is created: > to=, relay=local, delay=0.39, > delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command: > /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url > http://rt.millbrookprinting.com/) > > The server is running: > CentOS 5.5 (SELinux is disabled) > Postfix > MySQL > Apache > > Thanks > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Oct 20 22:21:11 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 21 Oct 2010 06:21:11 +0400 Subject: [rt-users] documentation patch for README doc In-Reply-To: References: Message-ID: Hello Aleksey, On Thu, Oct 21, 2010 at 3:16 AM, Aleksey Tsalolikhin wrote: > Hi. ?Upgrading from RT 3.8.2 to 3.8.8 on CentOS 5.5. ?Following the > README and the UPGRADING docs, I ran "make upgrade" which died with: > > > All dependencies have been found. > /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc > make: /opt/local/bin/ginstall: Command not found > make: *** [config-install] Error 127 > > > I fixed this by running "./configure ; make upgrade". > > Suggest change of: > > ? ? As a user with permission to install RT in your chosen installation > ? ? directory, type: > > ? ? ? make upgrade > > ? ? This will install new binaries, config files and libraries without > ? ? overwriting your RT database. [snip] It's step 7 you're quoting above. Nothing in the doc says you should skip steps 1 through 5 on upgrade, where step 2 is "./configure"ing. > Best, > Aleksey > -- Best regards, Ruslan. From toml at bitstatement.net Wed Oct 20 22:59:41 2010 From: toml at bitstatement.net (Tom Lahti) Date: Wed, 20 Oct 2010 19:59:41 -0700 Subject: [rt-users] cloning Queues Message-ID: I tried the "CloneQueues" page on the wiki out on 3.8.8, which dies with an error about needing a package declared explicitly when actually trying to admin a queue. Does anyone have a mod of this already that works in 3.8.x something, thereby preventing me from re-inventing the wheel? Mine will squeak horribly, anyway?. (I've forgotten more perl than I remember since learning ruby) -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 From ruz at bestpractical.com Thu Oct 21 00:15:56 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 21 Oct 2010 08:15:56 +0400 Subject: [rt-users] Ticket could not be created due to an internal error In-Reply-To: <4CBEEB14.6010001@millbrookprinting.com> References: <4CBEEB14.6010001@millbrookprinting.com> Message-ID: Hello Jason, Have you checked apache logs? We don't know how logging is configured in your RT instance. On Wed, Oct 20, 2010 at 5:13 PM, Jason Brown wrote: > I recently had a server crash and I am reinstalling RT from scratch, the > version that was installed was 3.6.7. ?I installed that version on the new > server and reimported the MySQL database, then upgraded RT to 3.8.8. > ?Everything seems to be working properly, I am able to login, create and > resolve tickets through the web GUI, however if I try to send an email to > the designated email address to create a ticket I receive a bounce back > email message stating "Ticket could not be created due to an internal > error." > > I do not see anything in the logs that would indicate errors. ?When the > server does recieve a message, this entry is created: > ?to=, relay=local, delay=0.39, > delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command: > /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url > http://rt.millbrookprinting.com/) > > The server is running: > CentOS 5.5 (SELinux is disabled) > Postfix > MySQL > Apache > > Thanks > -- Best regards, Ruslan. From jason.brown at millbrookprinting.com Thu Oct 21 08:55:20 2010 From: jason.brown at millbrookprinting.com (Jason Brown) Date: Thu, 21 Oct 2010 08:55:20 -0400 Subject: [rt-users] Ticket could not be created due to an internal error In-Reply-To: References: <4CBEEB14.6010001@millbrookprinting.com> Message-ID: <4CC03838.4000908@millbrookprinting.com> Yes I have and I do not see errors in the Apache, Postfix, MySQL, or RT logs. The only error I receive is when I try to send an email to the appropriate email address and I get the bounce back error. Jason On 10/21/2010 12:15 AM, Ruslan Zakirov wrote: > Hello Jason, > > Have you checked apache logs? We don't know how logging is configured > in your RT instance. > > On Wed, Oct 20, 2010 at 5:13 PM, Jason Brown > wrote: >> I recently had a server crash and I am reinstalling RT from scratch, the >> version that was installed was 3.6.7. I installed that version on the new >> server and reimported the MySQL database, then upgraded RT to 3.8.8. >> Everything seems to be working properly, I am able to login, create and >> resolve tickets through the web GUI, however if I try to send an email to >> the designated email address to create a ticket I receive a bounce back >> email message stating "Ticket could not be created due to an internal >> error." >> >> I do not see anything in the logs that would indicate errors. When the >> server does recieve a message, this entry is created: >> to=, relay=local, delay=0.39, >> delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command: >> /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url >> http://rt.millbrookprinting.com/) >> >> The server is running: >> CentOS 5.5 (SELinux is disabled) >> Postfix >> MySQL >> Apache >> >> Thanks >> > > > From robert.grasso+nv at cedrat.com Thu Oct 21 09:45:47 2010 From: robert.grasso+nv at cedrat.com (Robert Grasso) Date: Thu, 21 Oct 2010 15:45:47 +0200 Subject: [rt-users] RT plugin In-Reply-To: References: Message-ID: Hi, You may have a look to http://wiki.bestpractical.com/view/Customizing in order to customize RT cleanly. You will find much valuable informations in this Wiki. the mailing-list archive is pretty interesting too : http://www.gossamer-threads.com/lists/rt/users/ Regards --- Robert GRASSO ? System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com > -----Message d'origine----- > De : rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] De la part > de Vitaly Tskhovrebov > Envoy? : 20 octobre 2010 09:58 > ? : rt-users at lists.bestpractical.com > Objet : [rt-users] RT plugin > > Hi. > > > > I?ve created additional functionality to the web interface, > but to implement it, I have to add one Javascript file to > Ticket.html and register one function to execute onload(). > I?ve did it manually, but it seems to be an ugly hack. > > > > How do I create an installable plugin to handle situation correctly? > > > > Thanks, Vitaly. > > From spenny212 at googlemail.com Thu Oct 21 09:49:27 2010 From: spenny212 at googlemail.com (bob bob) Date: Thu, 21 Oct 2010 14:49:27 +0100 Subject: [rt-users] RT Workflow and queue management Message-ID: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S -------------- next part -------------- An HTML attachment was scrubbed... URL: From psminusauxf at gmail.com Thu Oct 21 11:14:58 2010 From: psminusauxf at gmail.com (psminusauxf) Date: Thu, 21 Oct 2010 08:14:58 -0700 (PDT) Subject: [rt-users] exclamation point on email reports In-Reply-To: References: <30001441.post@talk.nabble.com> Message-ID: <30020497.post@talk.nabble.com> It is using subscription to dashboards under Tools. And sent out using sendmail. The weird thing is you can display the dashboard results via the web and it looks fine. Only when a copy of the report is sent to you via email and you look at the report does it have that odd "!" (exclamation point) there. Its not a big deal but curious what it could be causing it. It's only this particular query that has this odd behavior, the rest of the queries/reports are fine. -psminusauxf Ruslan Zakirov-2 wrote: > > Any details on how this report is generated and send out of rt? > > Regards, Ruslan. From phone. > 2010 10 19 19:31 ???????????? "psminusauxf" > ???????: >> >> Hi.. >> >> I have a report that gets generated daily and when RT emails me the >> report >> the subject comes out >> slight different, it inserts an exclamation point in the subject field: >> >> ALL_MANAGER_REVIEW_RESOLV! ED >> >> The actual report title is: ALL_MANAGER_REVIEW_RESOLVED >> >> Anyone have a clue would could be causing this? >> >> -psminusauxf >> -- >> View this message in context: > http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30001441.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -- View this message in context: http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30020497.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jlucas at eagleinvsys.com Thu Oct 21 12:43:44 2010 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Thu, 21 Oct 2010 12:43:44 -0400 Subject: [rt-users] Asset Tracker 1.2.3 - Bulk loading assets? In-Reply-To: <11E641922C0B44439FB30F8936ABF62109E4B7A2@bigmail01.eagleinvsys.com> References: <11E641922C0B44439FB30F8936ABF62109E4B7A2@bigmail01.eagleinvsys.com> Message-ID: <11E641922C0B44439FB30F8936ABF6210F6C9447@bigmail01.eagleinvsys.com> Hello. Is there a way to bulk load assets (i.e. from a comma-delimited file) into Asset Tracker? Thanks. RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.obrien at hdesd.org Thu Oct 21 12:49:52 2010 From: steve.obrien at hdesd.org (Steve O'Brien) Date: Thu, 21 Oct 2010 09:49:52 -0700 Subject: [rt-users] AdminCC for queues not to get notified after ticket has owner Message-ID: I can seem to find the right way to accomplish this: I have my groups as adminCCs for their respective queues so that they get notified when tickets get created which is working great, however once a tech picks up a ticket I do not want everyone getting notified on ticket correspondence, I see that I can delete that global Scrip but that seems a bit drastic. Is there a better way? TIA, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 21 13:07:18 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Oct 2010 10:07:18 -0700 Subject: [rt-users] AdminCC for queues not to get notified after ticket has owner In-Reply-To: References: Message-ID: Steve, Modify the scrip as to who gets the notification. Kenn LBNL On Thu, Oct 21, 2010 at 9:49 AM, Steve O'Brien wrote: > I can seem to find the right way to accomplish this: > > I have my groups as adminCCs for their respective queues so that they get > notified when tickets get created which is working great, however once a > tech picks up a ticket I do not want everyone getting notified on ticket > correspondence, I see that I can delete that global Scrip but that seems a > bit drastic. Is there a better way? > > > > TIA, > > Steve > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 21 13:11:32 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Oct 2010 10:11:32 -0700 Subject: [rt-users] RT Workflow and queue management In-Reply-To: References: Message-ID: Bob, I'm not clear on exactly what you're looking for in terms of workflow, but you could create a Custom Field and link those values to the category of some other Custom Fields and that would limit what they see, to a degree. Perhaps you can live with that? Kenn LBNL On Thu, Oct 21, 2010 at 6:49 AM, bob bob wrote: > > Hi All, > > I have a quick question about rt workflows. > > As an example. I've created a queue 'Instalation' and created Custom Fields > for Rack, Power, DNS. > When a new ticket is created in Installation, Sub tickets are created each > for Rack, DNS, etc. > The workflow would be for a generic 'Server install'. > > My problem at the moment is what if I want a different type of > Installation, lets say PC install -- > This would in the same queue but would require a different set of Custom > Fields, OS Type, Username, Desk Number for example. > Or Telephone Install. The list goes on. > > > So my question... Is there any way to hide/show certain custom fields based > on the type of request being created in the Installation queue. > > Regards > S > -------------- next part -------------- An HTML attachment was scrubbed... URL: From janet.bass at nist.gov Thu Oct 21 14:07:33 2010 From: janet.bass at nist.gov (Bass, Janet E.) Date: Thu, 21 Oct 2010 14:07:33 -0400 Subject: [rt-users] How do I change the default action Message-ID: How do I change the default action on resolve to reply to requestor from Comments not sent to requestor TO reply to requestor? I made a scrip that is supposed to on resolve send an email to the requestor but that only works if the ticket owner changes the drop down. We always strive to have comments on resolve so this would save us all a step. Thanks Janet -- Janet Bass Unix System Administration Manufacturing Engineering Laboratory 304/Room 12 100 Bureau Dr Mailstop 8203 Gaithersburg, MD 20899-8203 EMAIL: jbass at nist.gov PHONE: 301-975-8425 -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul.crovella at gmail.com Thu Oct 21 14:16:41 2010 From: paul.crovella at gmail.com (Paul) Date: Thu, 21 Oct 2010 11:16:41 -0700 Subject: [rt-users] How do I change the default action In-Reply-To: References: Message-ID: <4CC08389.1080104@gmail.com> Hi Janet, See http://wiki.bestpractical.com/view/ResolveSendsReply Cheers, Paul On 10/21/2010 11:07 AM, Bass, Janet E. wrote: > How do I change the default action on resolve to reply to requestor from Comments not sent to requestor TO reply to requestor? > I made a scrip that is supposed to on resolve send an email to the requestor but that only works if the ticket owner changes the drop down. We always strive to have comments on resolve so this would save us all a step. > Thanks > Janet > -- > Janet Bass > Unix System Administration > Manufacturing Engineering Laboratory > 304/Room 12 > 100 Bureau Dr > Mailstop 8203 > Gaithersburg, MD 20899-8203 > EMAIL: jbass at nist.gov > PHONE: 301-975-8425 > > > From kfcrocker at lbl.gov Thu Oct 21 14:34:53 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Oct 2010 11:34:53 -0700 Subject: [rt-users] How do I change the default action In-Reply-To: <4CC08389.1080104@gmail.com> References: <4CC08389.1080104@gmail.com> Message-ID: Janet, we do it by including comments in the template. Below is our "resolved" template: =========================================================== Subject: Request Titled: "{$Ticket->Subject}" has been Resolved! This ticket has been resolved. DO NOT REPLY to this message! ----------------------------------------------------------------------------- TICKET INFORMATION: Queue : {$Ticket->QueueObj->Name} Number : {$Ticket->Id} Subject: {$Ticket->Subject} Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} Created by: {$Ticket->CreatorObj->Name} Created on: {substr($Ticket->Created, 0, 10)} Owned by: {$Ticket->OwnerObj->Name} Development Started: {substr($Ticket->Started, 0, 10)} Work Completed on: {$Ticket->FirstCustomFieldValue('Work-Completed Date')} QA Approved on: {substr($Ticket->FirstCustomFieldValue('QA Approval Date'), 0, 10)} QA Approved by: {$Ticket->FirstCustomFieldValue('QA Approver')} Migrated on: {substr($Ticket->Resolved, 0, 10)} Migrated by: {$Ticket->FirstCustomFieldValue('Migrator')} ----------------------------------------------------------------------------- Resolution comment: { my $Resolution_Comment; my $Transactions; my $CommentObj; $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); $CommentObj = $Transactions->First; if ($CommentObj && $CommentObj->id) { $Resolution_Comment = $CommentObj->Content; } else { $Resolution_Comment = "No comment." } return $Resolution_Comment; } ----------------------------------------------------------------------------- To view ticket information, click the URL below: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ========================================================== Hope this helps. Kenn LBNL On Thu, Oct 21, 2010 at 11:16 AM, Paul wrote: > Hi Janet, > > See http://wiki.bestpractical.com/view/ResolveSendsReply > > Cheers, > Paul > > On 10/21/2010 11:07 AM, Bass, Janet E. wrote: > > How do I change the default action on resolve to reply to requestor from > Comments not sent to requestor TO reply to requestor? > > I made a scrip that is supposed to on resolve send an email to the > requestor but that only works if the ticket owner changes the drop down. We > always strive to have comments on resolve so this would save us all a step. > > Thanks > > Janet > > -- > > Janet Bass > > Unix System Administration > > Manufacturing Engineering Laboratory > > 304/Room 12 > > 100 Bureau Dr > > Mailstop 8203 > > Gaithersburg, MD 20899-8203 > > EMAIL: jbass at nist.gov > > PHONE: 301-975-8425 > > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Thu Oct 21 16:12:02 2010 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 21 Oct 2010 22:12:02 +0200 Subject: [rt-users] dont reopen Message-ID: <20101021201202.GK57409@obspm.fr> Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the ?compose? button and only known ?reply? button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 21 oct 2010 22:09:55 CEST From VerneB at team.sti.net Thu Oct 21 16:52:27 2010 From: VerneB at team.sti.net (Verne Baxter) Date: Thu, 21 Oct 2010 13:52:27 -0700 Subject: [rt-users] Search Words for Custom Field Variable in Email Message-ID: <23721B4626DC7A428C4F386E1CC3F280255FF259A1@OAKMAIL.STCG.NET> I have the feeling I'm searching using the wrong word(s). Please give me the 'buzz' words to search this list for 'how to write the code(?) in an email that will be replaced by the contents of a Custom Field'. I have a custom field 'Full Name' in my tickets. I wish the contents of that field to be placed after 'Dear' in email correspondence (while I'm in the ticket) so instead of Dear Subscriber (generic as heck) it will be Dear Wayne Glumpy. 'mail merge'? 'customfield variable'? Verne Baxter RT v3.8.2 on Fedora This communication (including any attachments) contains information which may be confidential and privileged. Unless you are the addressee (or authorized to receive messages for the addressee), you may not use, copy or disclose to anyone the message or any information contained in the communication. If you have received the communication in error, please advise the sender by reply e-mail and delete the communication. Nothing in this communication should be interpreted as a digital or electronic signature that can be used to authenticate a contract or other legal document. From joseph85750 at yahoo.com Thu Oct 21 17:26:14 2010 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 21 Oct 2010 14:26:14 -0700 (PDT) Subject: [rt-users] dont reopen In-Reply-To: <20101021201202.GK57409@obspm.fr> Message-ID: <873631.83114.qm@web30302.mail.mud.yahoo.com> --- On Thu, 10/21/10, Albert Shih wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the ?compose? button and only known ?reply? button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: ? There should be a global script:? "On Correspond Open Ticket", by default.? If this is removed, RT will not open the ticket (I think).? If you delete that scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set). -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Thu Oct 21 17:37:49 2010 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 21 Oct 2010 14:37:49 -0700 (PDT) Subject: [rt-users] "On Create Auto Respond" selectively? Message-ID: <242120.28458.qm@web30305.mail.mud.yahoo.com> When using RT 3.8.8, is it possible to have a scrip which will auto respond to the requestor only if the requestor is from a certain domain? ie: only send an Auto Respond (new ticket created) if the requestor is from foo.com? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmaderios at kpunet.net Thu Oct 21 20:00:16 2010 From: jmaderios at kpunet.net (Jason Maderios) Date: Thu, 21 Oct 2010 16:00:16 -0800 Subject: [rt-users] Not changing LastUpdated with RT::Client::REST Message-ID: <8D92CC2EDE5249CEAC84317C73F0E152@kputelco> All, Anyone know of a way to have edit's done with RT::Client::REST to not refresh LastUpdated? I would like the updated to be listed in History but not have it toggle the tickets LastUpdated time stamp. The tool I have written runs via cron and changes ticket priorities and sends reports via email based on certain ticket values. If it is easily doable I would like it to not update LastUpdated. Regards, Jason Maderios -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 21 20:09:48 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Oct 2010 17:09:48 -0700 Subject: [rt-users] Search Words for Custom Field Variable in Email In-Reply-To: <23721B4626DC7A428C4F386E1CC3F280255FF259A8@OAKMAIL.STCG.NET> References: <23721B4626DC7A428C4F386E1CC3F280255FF259A1@OAKMAIL.STCG.NET> <23721B4626DC7A428C4F386E1CC3F280255FF259A8@OAKMAIL.STCG.NET> Message-ID: Verne, I always just do a "Reply" and make sure the only TO: address is RT. Kenn LBNL On Thu, Oct 21, 2010 at 2:37 PM, Verne Baxter wrote: > Kenneth, That worked! On the doco's I found it showed > FirstCustomFieldValue(n) which I incorrectly took to signify a Number. I > know that the Scrips are numbered so thought there was some 'hidden' number > for each CustomField. Thank you. Uh, will this be sent to the group or > should I have did a Reply to All? I don't use lists very often (that will > change!). Verne > > > > *From:* Kenneth Crocker [mailto:kfcrocker at lbl.gov] > *Sent:* Thursday, October 21, 2010 2:26 PM > *To:* Verne Baxter > *Subject:* Re: [rt-users] Search Words for Custom Field Variable in Email > > > > Verne, > > You should try creating a template for that. Below is an example: > > To: {$Ticket->FirstCustomFieldValue('QA Approver')}@your suffix > Subject: Request Titled: "{$Ticket->Subject}" is ready to begin QA Testing! > > > ----------------------------------------------------------------------------------- > TICKET INFORMATION: > Queue : {$Ticket->QueueObj->Name} > Number : {$Ticket->Id} > Subject: {$Ticket->Subject} > > In this template, I'm overriding the "To:" but I am getting the info from a > Custom Field and then adding my suffix. > You'll need to make changes to fit your situation. something like: > > Dear {$Ticket->FirstCustomFieldValue('Full Name')}, > > Bla bla bla. > > Make sure there is one blank line between your "Subject" line and your > body. > > Hope this helps. > > Kenn > LBNL > > On Thu, Oct 21, 2010 at 1:52 PM, Verne Baxter wrote: > > I have the feeling I'm searching using the wrong word(s). Please give me > the 'buzz' words to search this list for 'how to write the code(?) in an > email that will be replaced by the contents of a Custom Field'. I have a > custom field 'Full Name' in my tickets. I wish the contents of that field to > be placed after 'Dear' in email correspondence (while I'm in the ticket) so > instead of Dear Subscriber (generic as heck) it will be Dear Wayne Glumpy. > 'mail merge'? 'customfield variable'? > > Verne Baxter > RT v3.8.2 on Fedora > > This communication (including any attachments) contains information which > may be confidential and privileged. Unless you are the addressee (or > authorized to receive messages for the addressee), you may not use, copy or > disclose to anyone the message or any information contained in the > communication. If you have received the communication in error, please > advise the sender by reply e-mail and delete the communication. Nothing in > this communication should be interpreted as a digital or electronic > signature that can be used to authenticate a contract or other legal > document. > > > > ------------------------------ > This communication (including any attachments) contains information which > may be confidential and privileged. Unless you are the addressee (or > authorized to receive messages for the addressee), you may not use, copy or > disclose to anyone the message or any information contained in the > communication. If you have received the communication in error, please > advise the sender by reply e-mail and delete the communication. Nothing in > this communication should be interpreted as a digital or electronic > signature that can be used to authenticate a contract or other legal > document. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From psminusauxf at gmail.com Fri Oct 22 01:00:32 2010 From: psminusauxf at gmail.com (psminus auxf) Date: Thu, 21 Oct 2010 22:00:32 -0700 Subject: [rt-users] exclamation point on email reports In-Reply-To: <30020497.post@talk.nabble.com> References: <30001441.post@talk.nabble.com> <30020497.post@talk.nabble.com> Message-ID: Figured out what it was. There was a hidden an "invisible" character inside the query title, that was saved. I simply deleted the defective query and created a new one with the same title and query and it comes out fine now. -psminusauxf On Thu, Oct 21, 2010 at 8:14 AM, psminusauxf wrote: > > It is using subscription to dashboards under Tools. And sent out using > sendmail. > > The weird thing is you can display the dashboard results via the web and it > looks fine. Only when a copy of the report is sent to you via email and you > look at the report does it have that odd "!" (exclamation point) there. Its > not a big deal but curious what it could be causing it. It's only this > particular query that has this odd behavior, the rest of the > queries/reports > are fine. > > -psminusauxf > > > > Ruslan Zakirov-2 wrote: > > > > Any details on how this report is generated and send out of rt? > > > > Regards, Ruslan. From phone. > > 2010 10 19 19:31 ???????????? "psminusauxf" > > ???????: > >> > >> Hi.. > >> > >> I have a report that gets generated daily and when RT emails me the > >> report > >> the subject comes out > >> slight different, it inserts an exclamation point in the subject field: > >> > >> ALL_MANAGER_REVIEW_RESOLV! ED > >> > >> The actual report title is: ALL_MANAGER_REVIEW_RESOLVED > >> > >> Anyone have a clue would could be causing this? > >> > >> -psminusauxf > >> -- > >> View this message in context: > > > http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30001441.html > >> Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > > > -- > View this message in context: > http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30020497.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Oct 22 02:39:21 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 22 Oct 2010 08:39:21 +0200 Subject: [rt-users] Asset Tracker 1.2.3 - Bulk loading assets? In-Reply-To: <11E641922C0B44439FB30F8936ABF6210F6C9447@bigmail01.eagleinvsys.com> References: <11E641922C0B44439FB30F8936ABF62109E4B7A2@bigmail01.eagleinvsys.com> <11E641922C0B44439FB30F8936ABF6210F6C9447@bigmail01.eagleinvsys.com> Message-ID: <51CDBB8A-F381-4265-B538-F76735A0D7D3@googlemail.com> Have a Look into the at Wiki at google Code, there you can find this. Sent from my phone, sorry for all typo's. Am 21.10.2010 um 18:43 schrieb "Jeff Lucas" : > Hello. > > Is there a way to bulk load assets (i.e. from a comma-delimited file) into Asset Tracker? > > Thanks. > > > > RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 > > > > -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From richard at fastnet.co.uk Fri Oct 22 06:42:50 2010 From: richard at fastnet.co.uk (Richard Mealing) Date: Fri, 22 Oct 2010 10:42:50 +0000 Subject: [rt-users] Spam queue. Message-ID: Hi users of the great RT system. I wondered if you are able to set-up a queue with RT, to accept emails if they have a certain tag within the subject and / or if you have any instruction to do so? So if something is tagged with [PROBABLE SPAM], add this to the SPAM_QUEUE ? Many thanks, Rich -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 22 09:24:56 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Oct 2010 17:24:56 +0400 Subject: [rt-users] Spam queue. In-Reply-To: References: Message-ID: Hi. Use a scrip that moves a ticket to spam queue. Most bits for the scrip you can find on the wiki. Regards, Ruslan. From phone. 2010 10 22 16:55 ???????????? "Richard Mealing" ???????: > Hi users of the great RT system. > > I wondered if you are able to set-up a queue with RT, to accept emails if they have a certain tag within the subject and / or if you have any instruction to do so? > > So if something is tagged with [PROBABLE SPAM], add this to the SPAM_QUEUE ? > > > Many thanks, > Rich > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Fri Oct 22 09:26:53 2010 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 22 Oct 2010 15:26:53 +0200 Subject: [rt-users] dont reopen In-Reply-To: <873631.83114.qm@web30302.mail.mud.yahoo.com> References: <20101021201202.GK57409@obspm.fr> <873631.83114.qm@web30302.mail.mud.yahoo.com> Message-ID: <20101022132653.GF82261@obspm.fr> Le 21/10/2010 ? 14:26:14-0700, Joseph Spenner a ?crit > > --- On Thu, 10/21/10, Albert Shih wrote: > > > Hi all > > I'm using RT 3.8.8 > > On reply RT reopen the ticket. I would like to known if it's possible to > make RT don't reopen a resolved ticket but send a message > > Many people don't known the ?compose? button and only known ?reply? button, > so I've some ticket live for ever... > > Regards. > > JAS > > > -- > Albert SHIH > > Albert: Thanks. > There should be a global script: "On Correspond Open Ticket", by default. > If this is removed, RT will not open the ticket (I think). If you delete that Yes I find this : http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved > scrip, it should leave the ticket closed but still send the correspondence to > the user (and the admins, depending on how you have everything set). Exactly and that's the problem. What I want is when tue requestor answer the message of resolved ticket (something many month after), the RT do a automatic reply with something like : Please don't answer this message. Send a new request to ?support_addresse?. so make RT create a new ticket. I try to put the same condition as http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved in all ?On correspond? scrip and create a new one with this condition return 1 if (($self->TransactionObj->Type ne 'Correspond') &&($self->TicketObj->Status eq 'resolved')); return 0; to send message. But it's not working because RT send the message when I close the ticket (I don't known why). Thanks for you help Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 22 oct 2010 15:21:41 CEST From ruz at bestpractical.com Fri Oct 22 09:33:09 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Oct 2010 17:33:09 +0400 Subject: [rt-users] Search Words for Custom Field Variable in Email In-Reply-To: <23721B4626DC7A428C4F386E1CC3F280255FF259A1@OAKMAIL.STCG.NET> References: <23721B4626DC7A428C4F386E1CC3F280255FF259A1@OAKMAIL.STCG.NET> Message-ID: Hi. In a template use the following: { $Ticket->FirstCustomFieldValue('cf name'); } Look at snippets for templates on the wiki. Regards, Ruslan. From phone. 2010 10 22 01:10 ???????????? "Verne Baxter" ???????: > I have the feeling I'm searching using the wrong word(s). Please give me the 'buzz' words to search this list for 'how to write the code(?) in an email that will be replaced by the contents of a Custom Field'. I have a custom field 'Full Name' in my tickets. I wish the contents of that field to be placed after 'Dear' in email correspondence (while I'm in the ticket) so instead of Dear Subscriber (generic as heck) it will be Dear Wayne Glumpy. 'mail merge'? 'customfield variable'? > > Verne Baxter > RT v3.8.2 on Fedora > > This communication (including any attachments) contains information which may be confidential and privileged. Unless you are the addressee (or authorized to receive messages for the addressee), you may not use, copy or disclose to anyone the message or any information contained in the communication. If you have received the communication in error, please advise the sender by reply e-mail and delete the communication. Nothing in this communication should be interpreted as a digital or electronic signature that can be used to authenticate a contract or other legal document. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Fri Oct 22 09:34:40 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 22 Oct 2010 09:34:40 -0400 Subject: [rt-users] General permissions question Message-ID: I have three classes of users, I'm wondering if my privileges/groups setup is what RT intends. Class 1: Administrators. These three people can do anything. Class 2: People who log into RT and own and resolve tickets. Each is only going to be working with 1-3 queues out of 10-15 queues total. Class 3: People who create tickets via email and don't need to do anything but reply via email. Right now I'm thinking class 1 and class 2 should be "privileged" users, and by AdminCCs on the particular queues they are interested in. In addition, the three superusers will have, as a User Right, the "Super User" privilege. Class 3 won't be users which are seen via Configuration->Users. I still haven't figured out if they count as "Everybody" or "Unprivileged." I'd like them to be able to view any ticket (although I suspect they will rarely use such a power) so I'm giving them ShowTicket and ShowComment and a few other minor privileges. Does that sound about right? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 22 09:35:38 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Oct 2010 17:35:38 +0400 Subject: [rt-users] Not changing LastUpdated with RT::Client::REST In-Reply-To: <8D92CC2EDE5249CEAC84317C73F0E152@kputelco> References: <8D92CC2EDE5249CEAC84317C73F0E152@kputelco> Message-ID: Hi. You can not prevent this updates via rest. Have you looked at LinearEscalate action? Regards, Ruslan. From phone. 2010 10 22 04:01 ???????????? "Jason Maderios" ???????: > All, > > Anyone know of a way to have edit's done with RT::Client::REST to not refresh LastUpdated? I would like the updated to be listed in History but not have it toggle the tickets LastUpdated time stamp. > > The tool I have written runs via cron and changes ticket priorities and sends reports via email based on certain ticket values. If it is easily doable I would like it to not update LastUpdated. > > Regards, > > Jason Maderios -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 22 10:03:07 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Oct 2010 18:03:07 +0400 Subject: [rt-users] RT Workflow and queue management In-Reply-To: References: Message-ID: Hi There is no such functionality at the moment. Regards, Ruslan. From phone. 2010 10 21 17:49 ???????????? "bob bob" ???????: > Hi All, > > I have a quick question about rt workflows. > > As an example. I've created a queue 'Instalation' and created Custom Fields > for Rack, Power, DNS. > When a new ticket is created in Installation, Sub tickets are created each > for Rack, DNS, etc. > The workflow would be for a generic 'Server install'. > > My problem at the moment is what if I want a different type of Installation, > lets say PC install -- > This would in the same queue but would require a different set of Custom > Fields, OS Type, Username, Desk Number for example. > Or Telephone Install. The list goes on. > > > So my question... Is there any way to hide/show certain custom fields based > on the type of request being created in the Installation queue. > > Regards > S -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Fri Oct 22 10:10:21 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 22 Oct 2010 10:10:21 -0400 Subject: [rt-users] RT Workflow and queue management In-Reply-To: References: Message-ID: ? One could make two queues, and make the custom fields associated with both queues. One could keep the appearance of a unified queue by making the requests go to a "parent" queue, and then, based on what type of install it is, have the RT operators move it to the correct "child" queue at that point. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Friday, October 22, 2010 10:03 AM To: bob bob Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Workflow and queue management Hi There is no such functionality at the moment. Regards, Ruslan. From phone. 2010 10 21 17:49 ???????????? "bob bob" > ???????: > Hi All, > > I have a quick question about rt workflows. > > As an example. I've created a queue 'Instalation' and created Custom Fields > for Rack, Power, DNS. > When a new ticket is created in Installation, Sub tickets are created each > for Rack, DNS, etc. > The workflow would be for a generic 'Server install'. > > My problem at the moment is what if I want a different type of Installation, > lets say PC install -- > This would in the same queue but would require a different set of Custom > Fields, OS Type, Username, Desk Number for example. > Or Telephone Install. The list goes on. > > > So my question... Is there any way to hide/show certain custom fields based > on the type of request being created in the Installation queue. > > Regards > S -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Fri Oct 22 10:11:36 2010 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 22 Oct 2010 14:11:36 +0000 Subject: [rt-users] attachment scanner Message-ID: <2B3D699B434F1F49B73F97861B5FD54407D0F094@Mail-DB-1.letnet.net> Has anybody done any scripting to scan attachments for viruses or check for sensitive data like SSN's before aceepting them onto a ticket? Mark Roedel Webmaster Enrollment Services LeTourneau University 903-233-3535 (w) | 903-233-3105 (f) www.letu.edu | www.facebook.com/myletu | www.twitter.com/LETUadmissions -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Fri Oct 22 10:55:30 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Fri, 22 Oct 2010 09:55:30 -0500 Subject: [rt-users] Use RTFM as Canned Replies Message-ID: Hi All - I'm looking to use RTFM for Canned Replies. I've already gotten it installed and working, but I'd like to tweak it a bit. First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor isn't a big fan of RTFM (yes, we all know it stands for RT FAQ Manager, but others may know it as Read The F____ing Manual!). I've attempted to follow this: http://wiki.bestpractical.com/view/RenameRTFM but have had no luck. Also, how can I disallow an unprivileged user to search for articles -- since I don't want to use it for articles, I'm looking to use it for canned responses! Thanks for any help! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Oct 22 11:03:07 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 22 Oct 2010 11:03:07 -0400 Subject: [rt-users] General permissions question In-Reply-To: References: Message-ID: <20101022150307.GE6126@puppy> On Fri 22.Oct'10 at 9:34:40 -0400, Josh Narins wrote: > I have three classes of users, I'm wondering if my privileges/groups setup is > what RT intends. > > Class 1: Administrators. These three people can do anything. > > Class 2: People who log into RT and own and resolve tickets. Each is only going > to be working with 1-3 queues out of 10-15 queues total. > > Class 3: People who create tickets via email and don't need to do anything but > reply via email. > > > Right now I'm thinking class 1 and class 2 should be "privileged" users, and by > AdminCCs on the particular queues they are interested in. In addition, the > three superusers will have, as a User Right, the "Super User" privilege. That sounds right, though I might put your superusers in a "SuperUser" group. > Class 3 won't be users which are seen via Configuration->Users. I still haven't > figured out if they count as "Everybody" or "Unprivileged." I'd like them to be > able to view any ticket (although I suspect they will rarely use such a power) > so I'm giving them ShowTicket and ShowComment and a few other minor privileges. > They count as both everybody and unprivileged. I'd strongly recommend giving your unprivileged users the right to showticket and showcomment on all tickets unless this will ALWAYS be a private-internal RT. > Does that sound about right? > > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > SeniorBridge > > ??????????????????????????????????????????????????????????????????????????????? > SeniorBridge Statement of Confidentiality: The contents of this email message > are intended for the exclusive use of the addressee(s) and may contain > confidential or privileged information. Any dissemination, distribution or > copying of this email by an unintended or mistaken recipient is strictly > prohibited. In said event, kindly reply to the sender and destroy all entries > of this message and any attachments from your system. Thank you. From fabrizio at uab.edu Fri Oct 22 11:15:57 2010 From: fabrizio at uab.edu (Francis L Fabrizio) Date: Fri, 22 Oct 2010 10:15:57 -0500 Subject: [rt-users] Templates and custom ScripActions Message-ID: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> Do I have to do something specific when creating a Scrip and using Action: User Defined in order to get RT to process the associated template with the scrip? I have created a custom scrip, and just for testing purposes, I made the custom condition, custom action prep, and custom action cleanup all set to "return 1;", and associated my desired template with the scrip. The scrip fires and returns successfully, but the template is never touched. Are there specific steps I need to take in my custom action code in order to load, parse, and send notifications from a template? Thanks, Fran From jesse at bestpractical.com Fri Oct 22 11:29:48 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 22 Oct 2010 11:29:48 -0400 Subject: [rt-users] Mobile UI for RTFM? In-Reply-To: <003c01cb6fa7$946d3e40$bd47bac0$@com> References: <003c01cb6fa7$946d3e40$bd47bac0$@com> Message-ID: <20101022152947.GN2349@bestpractical.com> On Tue, Oct 19, 2010 at 12:06:24PM -0400, Steve McStravick wrote: > > I know I'm probably dreaming, but now that the mobile UI has wet the > appetite, I have a request to search RTFM with the mobile UI. > Currently it's not possible...is it something that's easily done? I'm not a > Perl guy, but I don't mind tinkering with code. It's certainly _doable_, but hasn't been done. I'd start by looking at the RT mobile UI and seeing if the code makes sense. Best, Jesse > > Thanks, > Steve -- From John.Alberts at exlibrisgroup.com Fri Oct 22 12:17:55 2010 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Fri, 22 Oct 2010 11:17:55 -0500 Subject: [rt-users] closing a ticket gets re-opened when someone has an auto-responder Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA080F1FE1@us-ex02.Corp.Exlibrisgroup.com> First, I want to apologize for this question. I know I remember seeing an answer to this problem before, but I guess my google skills are failing me today. :/ When I close a ticket, RT sends an email to the user to let them know it has been closed. If that person is on vacation or something and they have an auto-responder configured, that auto-reply email re-opens the ticket. How can I configure RT to search for keywords in a message (such as 'on vacation') before re-opening a ticket? Thanks -- John Alberts Hosted Services Exlibris USA john.alberts at exlibrisgroup.com From gleduc at mail.sdsu.edu Fri Oct 22 12:34:20 2010 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 22 Oct 2010 09:34:20 -0700 Subject: [rt-users] Templates and custom ScripActions In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> Message-ID: <4CC1BD0C.1000704@mail.sdsu.edu> Hi Fran, On 10/22/2010 8:15 AM, Francis L Fabrizio wrote: > Do I have to do something specific when creating a Scrip and using Action: User Defined in order to get RT to process the associated template with the scrip? > > I have created a custom scrip, and just for testing purposes, I made the custom condition, custom action prep, and custom action cleanup all set to "return 1;", and associated my desired template with the scrip. The scrip fires and returns successfully, but the template is never touched. > > Are there specific steps I need to take in my custom action code in order to load, parse, and send notifications from a template? > > Thanks, > Fran I'm using v3.6.3, so this may not be accurate with your setup. I know of ways to do what you want. The way I prefer to do it is to embed the code into the template. I've found this to be fairly easy to do and it involves less code. It can also be trickier to debug because the scrip doesn't tell you what action is being taken - it's all in the template. It does make the template bigger. Almost all of my templates have embedded decision-making and data-processing routines in them. Here's a piece of one of my templates that builds a custom acknowledgment e-mail. ===== BEGIN TEMPLATE CODE { ### Tells user that ticket has been resolved my $FromAddress = 'DNS Requests '; my $ContactAddress = 'me at domain'; my $OwnerName = $Ticket->OwnerObj->RealName; my $have_rmks; my $c_content; ### Get last Correspond my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CorrespondObj = $Transactions->First; if ($CorrespondObj && $CorrespondObj->Id) { $c_content = $CorrespondObj->Content; chomp $c_content; $have_rmks = !$CorrespondObj->Attachments->First->GetHeader('Received'); } ### Lots of other code removed my $AddressGroup = "From: $FromAddress"; $AddressGroup .= "\nCc: $Cc" if $Cc; $AddressGroup .= "\nBcc: $Bcc" if $Bcc; $OUT = "$AddressGroup Subject: Action completed The ticket that was opened for your request for host \"$mName\" has been resolved by $OwnerName. If you have any questions about this, you can contact us at $ContactAddress. $remarks Regards, Your Friendly IT Staff"; } ===== END TEMPLATE CODE Another way to do this that actually uses a user-defined action with a template is to make the calls to the appropriate RT routines from within your scrip code. I did this with one of my scrips. I wanted to do some non-standard things with the recipients, so I modified RT's SetRecipients() routine and stuck it into my scrip, then I call it and make calls to the Prepare() and Commit() routines to build and send an e-mail using the designated template. ===== BEGIN SCRIP CODE ### Valid e-mail for ticket, send acknowledgment $self->SetRecipients(); $self->SUPER::Prepare(); $self->SUPER::Commit(); sub SetRecipients { ### custom routine to do non-standard things with the recipients } 1; ===== END SCRIP CODE The above code snippet is at the end of my scrip's "Custom action preparation code" block. Regards, Gene From jesse at bestpractical.com Fri Oct 22 12:49:19 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 22 Oct 2010 12:49:19 -0400 Subject: [rt-users] General permissions question In-Reply-To: <20101022150307.GE6126@puppy> References: <20101022150307.GE6126@puppy> Message-ID: <20101022164919.GR2349@bestpractical.com> On Fri, Oct 22, 2010 at 11:03:07AM -0400, Jesse Vincent wrote: > > > > On Fri 22.Oct'10 at 9:34:40 -0400, Josh Narins wrote: > > > Class 3 won't be users which are seen via Configuration->Users. I still haven't > > figured out if they count as "Everybody" or "Unprivileged." I'd like them to be > > able to view any ticket (although I suspect they will rarely use such a power) > > so I'm giving them ShowTicket and ShowComment and a few other minor privileges. > > > They count as both everybody and unprivileged. I'd strongly recommend > giving your unprivileged users the right to showticket and showcomment > on all tickets unless this will ALWAYS be a private-internal RT. > Er. That's what I get for replying to email before coffee. I strongly recommend AGAINST giving your unprivileged users showticket/showcomment. -Jesse From kfcrocker at lbl.gov Fri Oct 22 12:49:47 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 22 Oct 2010 09:49:47 -0700 Subject: [rt-users] General permissions question In-Reply-To: References: Message-ID: Josh, We never grant rights to individual users, too much maintenance. I agree with Jesse (DUH!) to create a SuperUSer Group like "System Admins", then another called "Technical Support". I'd set rights as follows: Global System Rights: - Privileged: - CreateOwnDashboard - CreateSavedSearch - DeleteOwnDashboard - EditSavedSearch - ForwardMessage - LoadSavedSearch - ModifyOwnDashboard - ModifySelf - SeeOwnDashboard - * SeeQueue (*you might want this only at a "Queue" level*) - ShowSavedSearch - * ShowTicket (*you might want this only for "Roles" and the "support" group*) - SubscribeDashboard - Watch This set will allow all users rights to their own Searches, Searches saved for groups they are in & Dashboards set up subscriptions for any Dashboard they have access to & modify themselves & add watchers to tickets they are watchers on (basically, add Cc's) - Everyone: - ReplyToTicket - CreateTicket This allows anyone to create a ticket and reply to email if sent to them from RT. If you have some form of externalAuth going on, that will keep the spam out. - Roles: - Owner; - ModifyTicket (a no brainer) - * SeeQueue & ShowTicket Comments, etc if not by group - AdminCc (*we use AdminCc like a "Queue Manager*); - AdminUsers (*Sys Admin only?*) - AdminCustomFields (*Sys Admin only?*) - AssignCustomFields (*we don't want just anyone messing with these *) - ModifyACL (*you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it*) - ModifyOwnMembership - ModifyQueueWatchers (*you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it*) - ModifyScrips (*you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it*) - ModifyTemplate (*you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it*) - ShowACL (*you may want to keep this at the "Queue" level or not at all and just for "SuperUsers"*) - SeeCustomFields (*ditto*) - SeeGroup - * SeeQueue & ShowTicket Comments, etc if not by group (*SuperUser *) - ShowConfigTab (*Sys Admin only?*) - ShowScrips (*Sys Admin only?*) - ShowTemplate (*Sys Admin only?*) - StealTicket (*you may want to keep this at the "Queue" level or let Support group do it*) - WatchAsAdminCc - *You might want to put some of these rights at the Queue level* - Cc; - SeeQueue (*if not given to "Privileged"*) - ShowTicket (*if not given to "Privileged"*) - Requestor - SeeQueue (*if not given to "Privileged" or Support Group*) - ShowTicket (*if not given to "Privileged" or Support Group*) Since your "Users" that create tickets will only use email, these two rights above would allow them to see ONLY their tickets if they were to ever sign into the WebUI. - User-Defined Groups: - SystemAdmin; - SuperUser - Technical-Support (you may want to keep some of these rights for this group at the "Queue" level) - CommentOnTicket - DeleteTicket - ModifyCustomField (may want this at the "Queue" level) - ModifyTicket (*ONLY if you want members of the group to be able to modify someone else's ticket* - Owners already have this right) - OwnTicket - SeeCustomField - ShowOutgoingEmail - ShowTicket - ShowTicketComments - StealTicket (*you may want to keep this at the "Queue" level*) - TakeTicket Well, anyway, I'm sure you can get the gist of this. Hope this helps. Kenn LBNL On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins wrote: > I have three classes of users, I'm wondering if my privileges/groups > setup is what RT intends. > > > > Class 1: Administrators. These three people can do anything. > > Class 2: People who log into RT and own and resolve tickets. Each is only > going to be working with 1-3 queues out of 10-15 queues total. > > Class 3: People who create tickets via email and don't need to do anything > but reply via email. > > > > Right now I'm thinking class 1 and class 2 should be "privileged" users, > and by AdminCCs on the particular queues they are interested in. In > addition, the three superusers will have, as a User Right, the "Super User" > privilege. > > > > Class 3 won't be users which are seen via Configuration->Users. I still > haven't figured out if they count as "Everybody" or "Unprivileged." I'd like > them to be able to view any ticket (although I suspect they will rarely use > such a power) so I'm giving them ShowTicket and ShowComment and a few other > minor privileges. > > > > Does that sound about right? > > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > ------------------------------ > *SeniorBridge Statement of Confidentiality:* The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken recipient > is strictly prohibited. In said event, kindly reply to the sender and > destroy all entries of this message and any attachments from your system. > Thank you. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Oct 22 13:01:23 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 22 Oct 2010 10:01:23 -0700 Subject: [rt-users] dont reopen In-Reply-To: <20101022132653.GF82261@obspm.fr> References: <20101021201202.GK57409@obspm.fr> <873631.83114.qm@web30302.mail.mud.yahoo.com> <20101022132653.GF82261@obspm.fr> Message-ID: Albert, We put a message in the "Resolved" template in BIG BOLD letters to instruct the user to NOT do a reply. That has worked most of the time. Kenn LBNL On Fri, Oct 22, 2010 at 6:26 AM, Albert Shih wrote: > Le 21/10/2010 ? 14:26:14-0700, Joseph Spenner a ?crit > > > > --- On Thu, 10/21/10, Albert Shih wrote: > > > > > > Hi all > > > > I'm using RT 3.8.8 > > > > On reply RT reopen the ticket. I would like to known if it's possible > to > > make RT don't reopen a resolved ticket but send a message > > > > Many people don't known the ?compose? button and only known ?reply? > button, > > so I've some ticket live for ever... > > > > Regards. > > > > JAS > > > > > > -- > > Albert SHIH > > > > Albert: > > Thanks. > > > There should be a global script: "On Correspond Open Ticket", by > default. > > If this is removed, RT will not open the ticket (I think). If you delete > that > > Yes I find this : > > http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved > > > scrip, it should leave the ticket closed but still send the > correspondence to > > the user (and the admins, depending on how you have everything set). > > Exactly and that's the problem. > > What I want is when tue requestor answer the message of resolved ticket > (something many month after), the RT do a automatic reply with something > like : > > Please don't answer this message. Send a new request to > ?support_addresse?. > > so make RT create a new ticket. > > I try to put the same condition as > > http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved > > in all ?On correspond? scrip and create a new one with this condition > > return 1 if (($self->TransactionObj->Type ne 'Correspond') > &&($self->TicketObj->Status eq 'resolved')); > return 0; > > to send message. > > But it's not working because RT send the message when I close the ticket (I > don't known why). > > Thanks for you help > > Regards. > > -- > Albert SHIH > DIO batiment 15 > Observatoire de Paris Meudon > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > Heure local/Local time: > ven 22 oct 2010 15:21:41 CEST > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fabrizio at uab.edu Fri Oct 22 13:06:00 2010 From: fabrizio at uab.edu (Francis L Fabrizio) Date: Fri, 22 Oct 2010 12:06:00 -0500 Subject: [rt-users] Templates and custom ScripActions In-Reply-To: <4CC1BD0C.1000704@mail.sdsu.edu> References: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> <4CC1BD0C.1000704@mail.sdsu.edu> Message-ID: <6D0864AA18E9564285990CD7F849B4DE06F7CCF1@UABEXMBS6.ad.uab.edu> Gene, I wouldn't mind embedding the logic in the template, in fact I tried that at first, but my decision making requires that I have access to $self->TransactionObj->NewValue from my CustomField. I couldn't seem to get at this from the template itself. I had trouble finding the right magic to access the Transaction's NewValue. I've seen code samples that use $Transaction within templates, but $Transaction->NewValue seems undef. Are you aware of how I could get at NewValue? Or perhaps as an alternative, a way to populate a variable in the Custom Condition that would then be accessible from the Template? I'm sort of grasping at straws, but hoping that somehow I can get the Template to see the NewValue of my CustomField. Once I have that, I can retrieve the email listing of users from the appropriate RT group and the rest is easy, and I would not need any user-defined action at that point. Thanks, Fran > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc > Sent: Friday, October 22, 2010 11:34 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Templates and custom ScripActions > > Hi Fran, > > On 10/22/2010 8:15 AM, Francis L Fabrizio wrote: > > Do I have to do something specific when creating a Scrip and using > Action: User Defined in order to get RT to process the associated > template with the scrip? > > > > I have created a custom scrip, and just for testing purposes, I made > the custom condition, custom action prep, and custom action cleanup all > set to "return 1;", and associated my desired template with the scrip. > The scrip fires and returns successfully, but the template is never > touched. > > > > Are there specific steps I need to take in my custom action code in > order to load, parse, and send notifications from a template? > > > > Thanks, > > Fran > > I'm using v3.6.3, so this may not be accurate with your setup. > > I know of ways to do what you want. > > The way I prefer to do it is to embed the code into the template. I've > found this to be fairly easy to do and it involves less code. It can > also be trickier to debug because the scrip doesn't tell you what > action > is being taken - it's all in the template. It does make the template > bigger. Almost all of my templates have embedded decision-making and > data-processing routines in them. Here's a piece of one of my > templates > that builds a custom acknowledgment e-mail. > > ===== BEGIN TEMPLATE CODE > { ### Tells user that ticket has been resolved > my $FromAddress = 'DNS Requests '; > my $ContactAddress = 'me at domain'; > my $OwnerName = $Ticket->OwnerObj->RealName; > my $have_rmks; > my $c_content; > > ### Get last Correspond > my $Transactions = $Ticket->Transactions; > $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); > $Transactions->OrderByCols ( > { FIELD => 'Created', ORDER => 'DESC' }, > { FIELD => 'id', ORDER => 'DESC' }, > ); > my $CorrespondObj = $Transactions->First; > if ($CorrespondObj && $CorrespondObj->Id) { > $c_content = $CorrespondObj->Content; > chomp $c_content; > $have_rmks = > !$CorrespondObj->Attachments->First->GetHeader('Received'); > } > ### Lots of other code removed > my $AddressGroup = "From: $FromAddress"; > $AddressGroup .= "\nCc: $Cc" if $Cc; > $AddressGroup .= "\nBcc: $Bcc" if $Bcc; > $OUT = "$AddressGroup > Subject: Action completed > > The ticket that was opened for your request for host \"$mName\" has > been > resolved by $OwnerName. If you have any questions about this, you can > contact us at $ContactAddress. > $remarks > > Regards, > Your Friendly IT Staff"; > } > ===== END TEMPLATE CODE > > Another way to do this that actually uses a user-defined action with a > template is to make the calls to the appropriate RT routines from > within > your scrip code. I did this with one of my scrips. > > I wanted to do some non-standard things with the recipients, so I > modified RT's SetRecipients() routine and stuck it into my scrip, then > I > call it and make calls to the Prepare() and Commit() routines to build > and send an e-mail using the designated template. > > ===== BEGIN SCRIP CODE > ### Valid e-mail for ticket, send acknowledgment > $self->SetRecipients(); > $self->SUPER::Prepare(); > $self->SUPER::Commit(); > > sub SetRecipients { > ### custom routine to do non-standard things with the recipients > } > 1; > ===== END SCRIP CODE > > The above code snippet is at the end of my scrip's "Custom action > preparation code" block. > > Regards, > Gene From lstewart at superb.net Fri Oct 22 13:19:03 2010 From: lstewart at superb.net (Landon Stewart) Date: Fri, 22 Oct 2010 10:19:03 -0700 Subject: [rt-users] Some RTIR automation? Message-ID: Many times a day I will login to RT+RTIR and consolidate Incident Reports into Incidents using the IP address field in RTIR. Is there any way to automate the consolidation process of Incident Reports into Incidents where there's an IP address? I would imagine it's possible but I'm not sure what to try even. For those who may not have seen it - RTIR is an addon for RT. It creates three queues called Incident Reports, Incidents and Investigations. Incident Reports can be merged or multiple Incident Reports can be linked to a single Incident. An Incident can be used to create a new ticket called an Investigation. In our case we use this to consolidate abuse issues reported by outside parties by linking individual Incident Reports into Incidents and then opening an investigation with our customer. After our customer replies to the Investigation and we can then respond to all the Incident Reports separately and all at once when the Incident is resolved. I had thought, maybe using code in a template, to script the creation of an Incident if no other *open* Incident exists with the IP address(es) from the Incident Reports. If an Incident exists with that IP address and it's *open * it links the new incident report with that incident. Can a script inside a template create an Incident? Then at regular times I can simply list the incidents and open investigations where needed and look for incident reports with no IP address in them (rare). Does anyone have any ideas on how to go about this? Thanks to anyone who has any ideas on where to start here. -- Landon Stewart SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Direct: 206-438-5879 Web hosting and more "Ahead of the Rest": http://www.superbhosting.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Oct 22 14:42:18 2010 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 22 Oct 2010 11:42:18 -0700 Subject: [rt-users] Templates and custom ScripActions In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE06F7CCF1@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> <4CC1BD0C.1000704@mail.sdsu.edu> <6D0864AA18E9564285990CD7F849B4DE06F7CCF1@UABEXMBS6.ad.uab.edu> Message-ID: <4CC1DB0A.7020007@mail.sdsu.edu> Fran, I just did a quick test with a simple template and a custom field. If my understanding of what you want to do is correct, the stuff below should work for you. On 10/22/2010 10:06 AM, Francis L Fabrizio wrote: > Gene, > > I wouldn't mind embedding the logic in the template, in fact I tried that at first, but my decision making requires that I have access to $self->TransactionObj->NewValue from my CustomField. I couldn't seem to get at this from the template itself. I had trouble finding the right magic to access the Transaction's NewValue. > > I've seen code samples that use $Transaction within templates, but $Transaction->NewValue seems undef. Are you aware of how I could get at NewValue? > Or perhaps as an alternative, a way to populate a variable in the Custom Condition that would then be accessible from the Template? I'm sort of grasping at straws, but hoping that somehow I can get the Template to see the NewValue of my CustomField. Once I have that, I can retrieve the email listing of users from the appropriate RT group and the rest is easy, and I would not need any user-defined action at that point. > > Thanks, > Fran > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc >> Sent: Friday, October 22, 2010 11:34 AM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Templates and custom ScripActions >> >> Hi Fran, >> >> On 10/22/2010 8:15 AM, Francis L Fabrizio wrote: >>> Do I have to do something specific when creating a Scrip and using >> Action: User Defined in order to get RT to process the associated >> template with the scrip? Here is my scrip Condition: User Defined Action: Notify Requestors Template: Tell Gene Stage: TransactionCreate Custom condition: ===== BEGIN SCRIP CODE ### Trigger if custom value changed return $self->TransactionObj->Type =~ /CustomField/i; ===== END SCRIP CODE Here is my "Tell Gene" template ===== BEGIN TEMPLATE CODE { ### Testing custom field changes from within a template ### Get old and new values from the Transaction my $old = $Transaction->OldValue(); my $new = $Transaction->NewValue(); my $field = $Transaction->Field(); ### Get current value from the Ticket my $curval = get_custom("Comments"); ### Build the e-mail $OUT = "From: me To: me\@domain Subject: $New CF value Using Transaction values ------------------------ Field: '$field' Old value: '$old' New value: '$new' ------------------------ Using Ticket values ------------------------ Current value: '$curval' ------------------------ "; ### Returns custom field value ### get_custom($field_name) sub get_custom { my $target_name = $_[0]; my $val = $Ticket->FirstCustomFieldValue($target_name); return $val if defined $val; return undef; } } ===== END TEMPLATE CODE Here is the email I got when I changed the value of my "Comments" CF ===== BEGIN EMAIL From: me To: me at domain Subject: [myRT #4363] CF value Using Transaction values ------------------------ Field: '12' Old value: '54321' New value: '123' ------------------------ Using Ticket values ------------------------ Current value: '123' ------------------------ ===== END EMAIL From psminusauxf at gmail.com Fri Oct 22 16:09:46 2010 From: psminusauxf at gmail.com (psminus auxf) Date: Fri, 22 Oct 2010 13:09:46 -0700 Subject: [rt-users] error message on RT web interface Message-ID: I got a ticket when I click on it to view the ticket I get the following errors: Can't call method "Name" on an undefined value at /usr/lib/perl5/vendor_perl/5.10.0/RT/Transaction_Overlay.pm line 700. Anyone encountered this or know what it might be? -psminusauxf -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Oct 22 18:46:28 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 23 Oct 2010 02:46:28 +0400 Subject: [rt-users] AdminCC for queues not to get notified after ticket has owner In-Reply-To: References: Message-ID: Hi Steve, You have several solutions: 1) notify adminccs only on create and not on correspond 2) notify adminccs only if owner is nobody Both you can do by managing conditions on your scrips. Second case requires custom condition, but it's very easy condition to write. Check out http://wiki.bestpractical.com/view/CustomConditionSnippets On Thu, Oct 21, 2010 at 8:49 PM, Steve O'Brien wrote: > I can seem to find the right way to accomplish this: > > I have my groups as adminCCs for their respective queues so that they get > notified when tickets get created which is working great, however once a > tech picks up a ticket I do not want everyone getting notified on ticket > correspondence, I see that I can delete that global Scrip but that seems a > bit drastic.? Is there a better way? > > > > TIA, > > Steve > > -- Best regards, Ruslan. From italovalcy at gmail.com Fri Oct 22 19:18:36 2010 From: italovalcy at gmail.com (Italo Valcy) Date: Fri, 22 Oct 2010 20:18:36 -0300 Subject: [rt-users] Doubt about an Extension to store information on the SQL database Message-ID: Hi guys, I'd like to hear a tip from you about a RT extension store information on the SQL database. In other words, I need that my extension has some place in the SQL database to store some information (this information is preferences database for my extension) My initial ideia was to create a new table in the RT database, something like: CREATE TABLE myextension_prefs ( id INTEGER NOT NULL AUTO_INCREMENT, prefs_name varchar(30) NOT NULL , prefs_value varchar(30) NOT NULL , PRIMARY KEY (id) ) TYPE=InnoDB; CREATE INDEX myextension_prefs1 on myextension_prefs(prefs_name); But.... I really didn't like the ideia of modify the RT database only for my extension (in addition, I dont know how I'd do this in the install of the extension -- only put a note on the README would be enough?). So, what do you guys think about? What would be the best way to solve the above problem? Thank you for any help! Kind Regards, Italo. -- Sauda??es, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy From ruz at bestpractical.com Fri Oct 22 19:46:05 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 23 Oct 2010 03:46:05 +0400 Subject: [rt-users] dont reopen In-Reply-To: <20101021201202.GK57409@obspm.fr> References: <20101021201202.GK57409@obspm.fr> Message-ID: Hello Albert, See http://wiki.bestpractical.com/view/AutoOpenProblem with reference to forking into a new ticket. On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih wrote: > Hi all > > I'm using RT 3.8.8 > > On reply RT reopen the ticket. I would like to known if it's possible to > make RT don't reopen a resolved ticket but send a message > > Many people don't known the ?compose? button and only known ?reply? button, > so I've some ticket live for ever... > > Regards. > > JAS > > > -- > Albert SHIH > DIO batiment 15 > Observatoire de Paris Meudon > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > Heure local/Local time: > jeu 21 oct 2010 22:09:55 CEST > -- Best regards, Ruslan. From fabrizio at uab.edu Sat Oct 23 12:20:33 2010 From: fabrizio at uab.edu (Francis L Fabrizio) Date: Sat, 23 Oct 2010 11:20:33 -0500 Subject: [rt-users] Templates and custom ScripActions In-Reply-To: <4CC1DB0A.7020007@mail.sdsu.edu> References: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> <4CC1BD0C.1000704@mail.sdsu.edu> <6D0864AA18E9564285990CD7F849B4DE06F7CCF1@UABEXMBS6.ad.uab.edu> <4CC1DB0A.7020007@mail.sdsu.edu> Message-ID: <6D0864AA18E9564285990CD7F849B4DE06F7CCF4@UABEXMBS6.ad.uab.edu> Thanks Gene, your code sample worked perfectly. It is much easier to use one of the built-in Notify actions and place the logic in the template, rather than try to write a scrip with all the logic to send notifications. Thanks for the guidance! -Fran > -----Original Message----- > From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] > Sent: Friday, October 22, 2010 1:42 PM > To: Francis L Fabrizio > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Templates and custom ScripActions > > Fran, I just did a quick test with a simple template and a custom > field. > If my understanding of what you want to do is correct, the stuff > below > should work for you. > > On 10/22/2010 10:06 AM, Francis L Fabrizio wrote: > > Gene, > > > > I wouldn't mind embedding the logic in the template, in fact I tried > that at first, but my decision making requires that I have access to > $self->TransactionObj->NewValue from my CustomField. I couldn't seem > to get at this from the template itself. I had trouble finding the > right magic to access the Transaction's NewValue. > > > > I've seen code samples that use $Transaction within templates, but > $Transaction->NewValue seems undef. Are you aware of how I could get > at NewValue? > > Or perhaps as an alternative, a way to populate a variable in the > Custom Condition that would then be accessible from the Template? I'm > sort of grasping at straws, but hoping that somehow I can get the > Template to see the NewValue of my CustomField. Once I have that, I > can retrieve the email listing of users from the appropriate RT group > and the rest is easy, and I would not need any user-defined action at > that point. > > > > Thanks, > > Fran > > > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >> bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc > >> Sent: Friday, October 22, 2010 11:34 AM > >> To: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] Templates and custom ScripActions > >> > >> Hi Fran, > >> > >> On 10/22/2010 8:15 AM, Francis L Fabrizio wrote: > >>> Do I have to do something specific when creating a Scrip and using > >> Action: User Defined in order to get RT to process the associated > >> template with the scrip? > > Here is my scrip > Condition: User Defined > Action: Notify Requestors > Template: Tell Gene > Stage: TransactionCreate > Custom condition: > ===== BEGIN SCRIP CODE > ### Trigger if custom value changed > return $self->TransactionObj->Type =~ /CustomField/i; > ===== END SCRIP CODE > > Here is my "Tell Gene" template > ===== BEGIN TEMPLATE CODE > { ### Testing custom field changes from within a template > ### Get old and new values from the Transaction > my $old = $Transaction->OldValue(); > my $new = $Transaction->NewValue(); > my $field = $Transaction->Field(); > > ### Get current value from the Ticket > my $curval = get_custom("Comments"); > > ### Build the e-mail > $OUT = "From: me > To: me\@domain > Subject: $New CF value > > Using Transaction values > ------------------------ > Field: '$field' > Old value: '$old' > New value: '$new' > ------------------------ > > Using Ticket values > ------------------------ > Current value: '$curval' > ------------------------ > "; > > ### Returns custom field value > ### get_custom($field_name) > sub get_custom { > my $target_name = $_[0]; > my $val = $Ticket->FirstCustomFieldValue($target_name); > return $val if defined $val; > return undef; > } > } > ===== END TEMPLATE CODE > > > Here is the email I got when I changed the value of my "Comments" CF > ===== BEGIN EMAIL > From: me > To: me at domain > Subject: [myRT #4363] CF value > > Using Transaction values > ------------------------ > Field: '12' > Old value: '54321' > New value: '123' > ------------------------ > > Using Ticket values > ------------------------ > Current value: '123' > ------------------------ > ===== END EMAIL From eberg at bergbrains.com Sat Oct 23 12:46:40 2010 From: eberg at bergbrains.com (Eric Berg) Date: Sat, 23 Oct 2010 12:46:40 -0400 Subject: [rt-users] Considering RT for New Web Site Message-ID: <4CC31170.3050207@bergbrains.com> Hey, folks. I'm hoping that you can help me in evaluating RT for a project i'm working on.We're brokering research, so we have clients who submit questions which we route anonymously to various researchers who ultimately publish their work products back to the client who made the request. A friend who uses RT suggested that I take a look at it when I'd begun telling him about the workflow requirements. Among our needs are: - user profiling, ideally within companies - document management. both the questions and the research that provides the answers need to be revisioned. - flexible authorization scheme. - Workflow (permissions configurable by group and state/desk) - auditing and reporting. We'll need to do reporting on the number of interactions, number of questions asked, status of all questions and answers, reminders on SLA violations - easy to reskin. From what I've gotten from poking around the web site, it looks like RT might be a good fit. Waht do you guys with some RT experience think about using it that way? Thanks. Eric From John.Alberts at exlibrisgroup.com Sat Oct 23 20:16:00 2010 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Sat, 23 Oct 2010 19:16:00 -0500 Subject: [rt-users] dont reopen In-Reply-To: References: <20101021201202.GK57409@obspm.fr> Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA080F1FEC@us-ex02.Corp.Exlibrisgroup.com> Thanks. I think this is exactly what I was looking for. On 10/22/2010 06:46 PM, Ruslan Zakirov wrote: > Hello Albert, > > See http://wiki.bestpractical.com/view/AutoOpenProblem with reference > to forking into a new ticket. > > On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih wrote: >> Hi all >> >> I'm using RT 3.8.8 >> >> On reply RT reopen the ticket. I would like to known if it's possible to >> make RT don't reopen a resolved ticket but send a message >> >> Many people don't known the ?compose? button and only known ?reply? button, >> so I've some ticket live for ever... >> >> Regards. >> >> JAS >> >> >> -- >> Albert SHIH >> DIO batiment 15 >> Observatoire de Paris Meudon >> 5 Place Jules Janssen >> 92195 Meudon Cedex >> T?l?phone : 01 45 07 76 26/06 86 69 95 71 >> Heure local/Local time: >> jeu 21 oct 2010 22:09:55 CEST >> > > -- John Alberts Hosted Services Exlibris USA john.alberts at exlibrisgroup.com cell: 1-508-878-2197 From jesse at bestpractical.com Sat Oct 23 20:22:40 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 23 Oct 2010 20:22:40 -0400 Subject: [rt-users] Doubt about an Extension to store information on the SQL database In-Reply-To: References: Message-ID: <20101024002240.GZ2349@bestpractical.com> On Fri, Oct 22, 2010 at 08:18:36PM -0300, Italo Valcy wrote: > Hi guys, > > I'd like to hear a tip from you about a RT extension store information > on the SQL database. In other words, I need that my extension has some > place in the SQL database to store some information (this information > is preferences database for my extension) > I suspect you want RT::Attributes - this sounds like exactly what they're for. From italovalcy at gmail.com Sun Oct 24 15:27:50 2010 From: italovalcy at gmail.com (Italo Valcy) Date: Sun, 24 Oct 2010 16:27:50 -0300 Subject: [rt-users] Doubt about an Extension to store information on the SQL database In-Reply-To: <20101024002240.GZ2349@bestpractical.com> References: <20101024002240.GZ2349@bestpractical.com> Message-ID: Hi Jesse, On Sat, Oct 23, 2010 at 9:22 PM, Jesse Vincent wrote: > > On Fri, Oct 22, 2010 at 08:18:36PM -0300, Italo Valcy wrote: >> Hi guys, >> >> I'd like to hear a tip from you about a RT extension store information >> on the SQL database. In other words, I need that my extension has some >> place in the SQL database to store some information (this information >> is preferences database for my extension) >> > > I suspect you want RT::Attributes - this sounds like exactly what they're for. Yes!! Its exactly what I want!! RT is a really great tool!!! Congratulations guys for this beautiful tool. PS: I was thinking about to use _CoreAccessible to create my SQL table, but in that way I should worry about queries, ACLs and so on... RT::Attributes already has everything I need! :) And, if it doesn't, I can just write a Callback... :) really cool. Thank you! Kind Regards, Italo. -- Sauda??es, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy From thierry.thelliez.tech at gmail.com Sun Oct 24 22:36:56 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Sun, 24 Oct 2010 20:36:56 -0600 Subject: [rt-users] rt_client ruby: Issue with attachments in a multipart email Message-ID: Hello, It seems that if a user sends an HTML formatted email (multipart) with an attachment. RT_Client does not dig deep enough to get to the attachment when calling rt.attachments. The multipart part is unamed and rt_client does not look into it. Before I try other libraries: - From what I see on their wiki, roart does not do attachments, is that correct? - Is there a similar problem with RT::Client::REST? Thanks, Thierry From thierry.thelliez.tech at gmail.com Sun Oct 24 22:59:10 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Sun, 24 Oct 2010 20:59:10 -0600 Subject: [rt-users] rt_client ruby: Issue with attachments in a multipart email In-Reply-To: References: Message-ID: Sorry, there is a bug, but not the one I thought it was. Calling 'by hand' the REST interface does show the attachment ID. My issue is with a character in the filename breaking rt_client parsing, I think. My attachment file name has spaces, commas and dots. I am quite sure that the problem is somewhere here: m=v.match(/(\d+):\s+(.*?)\s+\((.*?)\s+\/\s+(.*?)\)/) I will report back later. Thierry From thierry.thelliez.tech at gmail.com Sun Oct 24 23:14:54 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Sun, 24 Oct 2010 21:14:54 -0600 Subject: [rt-users] rt_client ruby: Issue with attachments in a multipart email In-Reply-To: References: Message-ID: Ok, 2nd correction. sorry. The error was not with the multipart, and not with the regular expression. It is in the line: list = th["attachments"].to_s.split(",") It is splitting the lines based on the presence of commas. My filename contains a comma... Thierry From jesse at bestpractical.com Sun Oct 24 23:43:16 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 24 Oct 2010 23:43:16 -0400 Subject: [rt-users] Doubt about an Extension to store information on the SQL database In-Reply-To: References: <20101024002240.GZ2349@bestpractical.com> Message-ID: <20101025034316.GD3912@puppy> On Sun 24.Oct'10 at 16:27:50 -0300, Italo Valcy wrote: > Hi Jesse, > > On Sat, Oct 23, 2010 at 9:22 PM, Jesse Vincent wrote: > > > > On Fri, Oct 22, 2010 at 08:18:36PM -0300, Italo Valcy wrote: > >> Hi guys, > >> > >> I'd like to hear a tip from you about a RT extension store information > >> on the SQL database. In other words, I need that my extension has some > >> place in the SQL database to store some information (this information > >> is preferences database for my extension) > >> > > > > I suspect you want RT::Attributes - this sounds like exactly what they're for. > > Yes!! Its exactly what I want!! RT is a really great tool!!! > Congratulations guys for this beautiful tool. Thanks! I'm glad RT has what you need :) Best, Jesse From toml at bitstatement.net Mon Oct 25 00:00:08 2010 From: toml at bitstatement.net (Tom Lahti) Date: Sun, 24 Oct 2010 21:00:08 -0700 Subject: [rt-users] rt_client ruby: Issue with attachments in a multipart email In-Reply-To: References: Message-ID: Send me a patch. I'm the author of that gem. Or if you need help, send me your email as a text file and I'll look into it. As far as I know roart does not do attachments at all, but that may have changed. I'm not involved with that gem -- it was made for Rails programmers who are familiar with ActiveRecord, whereas rt-client was made (by me) for a more procedural approach. As I'm not a rails guy, that paradigm never occurred to me. In fact, I think I have some updates on my dev box that I haven't pushed to gemcutter, but I'm sure I haven't addressed your issue. On Oct 24, 2010, at 8:14 PM, Thierry Thelliez wrote: > Ok, 2nd correction. sorry. > > > The error was not with the multipart, and not with the regular > expression. It is in the line: > > list = th["attachments"].to_s.split(",") > > It is splitting the lines based on the presence of commas. My > filename contains a comma... > > > > Thierry From Markus.Kummer at t-systems.com Mon Oct 25 03:58:43 2010 From: Markus.Kummer at t-systems.com (Markus.Kummer at t-systems.com) Date: Mon, 25 Oct 2010 09:58:43 +0200 Subject: [rt-users] Pressing the ticket Create button twice creates the same ticket twice In-Reply-To: References: <50CCFFD1B9C6424389383F7A13A0344601214E37D7E4@HE101451.emea1.cds.t-internal.com> Message-ID: <50CCFFD1B9C6424389383F7A13A0344601231C68C67A@HE101451.emea1.cds.t-internal.com> Hi Ruslan, sorry for the late response but I was out of office for a week. I tried the patch and it is working for the purpose it is made for. Only one ticket is created at a time. But there are many side effects too: If you create a "New Search" (same for "Edit Search") and press the buttons - "Add these terms and search" (Below the "Add Criteria" box) - "Update format and search" (At the right lower corner of the page) the page is reloaded only and the results are not shown. The "Show Results" button at the horizontal navigation at the top of the page works. If you write a "Comment" and you press the "Update Ticket" button the page is reloaded either and the comment is not applied to the ticket. The same with the "Reply", "Forward" and "Resolve" functions. If you press "Save Changes" under "Configuration" -> "Custom Fields" while editing a custom field: same misbehaviour. The "Update" button under the "Bulk Update" is working. I cleared the cache and restarted apache before. Best regards, Markus ============================================ T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kummer at t-systems.com T-Systems International GmbH Supervisory Board: Ren? Obermann (Chairman) Board of Management: Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Georg Pepping, Klaus Werner Commercial register: Amtsgericht Frankfurt am Main HRB 55933 Registered office: Frankfurt am Main WEEE -Reg.-No. DE87523644 -----Urspr?ngliche Nachricht----- Von: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] Im Auftrag von Ruslan Zakirov Gesendet: Montag, 18. Oktober 2010 23:07 An: Kummer, Markus Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Pressing the ticket Create button twice creates the same ticket twice Hi, Try attached patch. Check if it works and let it roll for a while. If it works and there are no objections from other developers then I'll push it into the core. Don't forget to clean mason cache and restart web server. On Fri, Oct 15, 2010 at 10:33 AM, wrote: > Dear list, > > My environment: > > RT 3.8.8 > Perl 5.8.8 > apache 2.2.8 > FastCGI 2.4.6 > OS: Ubuntu or SuSE (same behaviour) > > I have a problem with the ticket creation. The following situation: > > A user wants to create a ticket and clicks the create button. Because of a slow network connection the response takes some seconds. The user is impatient and presses the create button again. -> Two tickets with different id's but same content are created. The user can create the same ticket as long as the response from the first create has come back. > > This did not occur in RT 3.4.6. > > Is there any way to deactivate the create button until the request has finished? > > Thanks for any help. > > Best regards, > > Markus > ============================================ > T-Systems International GmbH > SDU Telco NPS > Vorgebirgsstr. 49 > 53119 Bonn > Tel: + 49 228 9841 3820 > E-Mail: markus.kummer at t-systems.com > > T-Systems International GmbH > Supervisory Board: Ren? Obermann (Chairman) Board of Management: > Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, > Joachim Langmack, Georg Pepping, Klaus Werner Commercial register: > Amtsgericht Frankfurt am Main HRB 55933 Registered office: Frankfurt > am Main WEEE -Reg.-No. DE87523644 > > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this > year -- Learn how to get the most out of RT! > -- Best regards, Ruslan. From JoopvandeWege at mococo.nl Mon Oct 25 04:20:13 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Mon, 25 Oct 2010 10:20:13 +0200 Subject: [rt-users] Attachments to email In-Reply-To: <4CB43AD0.5000507@mococo.nl> References: <4CB43AD0.5000507@mococo.nl> Message-ID: <4CC53DBD.40300@mococo.nl> Sory to bump this message. Doesn't anyone have an opinion as to how RT should behave? Regards, Joop From jnarins at seniorbridge.com Mon Oct 25 08:44:36 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 25 Oct 2010 08:44:36 -0400 Subject: [rt-users] General permissions question In-Reply-To: References: Message-ID: Ken, thanks for your time. While the below looks really good both in the sense that it appears to be consistent and in the sense you've laid it all out for me, could I get someone else's opinion on it? Ruslan or Jesse perhaps? If it all looks good, then maybe (it could get posted|I could post it) to the wiki as an example? Thanks, Josh Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Friday, October 22, 2010 12:50 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] General permissions question Josh, We never grant rights to individual users, too much maintenance. I agree with Jesse (DUH!) to create a SuperUSer Group like "System Admins", then another called "Technical Support". I'd set rights as follows: Global System Rights: * Privileged: * CreateOwnDashboard * CreateSavedSearch * DeleteOwnDashboard * EditSavedSearch * ForwardMessage * LoadSavedSearch * ModifyOwnDashboard * ModifySelf * SeeOwnDashboard * * SeeQueue (you might want this only at a "Queue" level) * ShowSavedSearch * * ShowTicket (you might want this only for "Roles" and the "support" group) * SubscribeDashboard * Watch This set will allow all users rights to their own Searches, Searches saved for groups they are in & Dashboards set up subscriptions for any Dashboard they have access to & modify themselves & add watchers to tickets they are watchers on (basically, add Cc's) * Everyone: * ReplyToTicket * CreateTicket This allows anyone to create a ticket and reply to email if sent to them from RT. If you have some form of externalAuth going on, that will keep the spam out. * Roles: * Owner; * ModifyTicket (a no brainer) * * SeeQueue & ShowTicket Comments, etc if not by group * AdminCc (we use AdminCc like a "Queue Manager); * AdminUsers (Sys Admin only?) * AdminCustomFields (Sys Admin only?) * AssignCustomFields (we don't want just anyone messing with these) * ModifyACL (you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it) * ModifyOwnMembership * ModifyQueueWatchers (you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it) * ModifyScrips (you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it) * ModifyTemplate (you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it) * ShowACL (you may want to keep this at the "Queue" level or not at all and just for "SuperUsers") * SeeCustomFields (ditto) * SeeGroup * * SeeQueue & ShowTicket Comments, etc if not by group (SuperUser) * ShowConfigTab (Sys Admin only?) * ShowScrips (Sys Admin only?) * ShowTemplate (Sys Admin only?) * StealTicket (you may want to keep this at the "Queue" level or let Support group do it) * WatchAsAdminCc * You might want to put some of these rights at the Queue level * Cc; * SeeQueue (if not given to "Privileged") * ShowTicket (if not given to "Privileged") * Requestor * SeeQueue (if not given to "Privileged" or Support Group) * ShowTicket (if not given to "Privileged" or Support Group) Since your "Users" that create tickets will only use email, these two rights above would allow them to see ONLY their tickets if they were to ever sign into the WebUI. * User-Defined Groups: * SystemAdmin; * SuperUser * Technical-Support (you may want to keep some of these rights for this group at the "Queue" level) * CommentOnTicket * DeleteTicket * ModifyCustomField (may want this at the "Queue" level) * ModifyTicket (ONLY if you want members of the group to be able to modify someone else's ticket - Owners already have this right) * OwnTicket * SeeCustomField * ShowOutgoingEmail * ShowTicket * ShowTicketComments * StealTicket (you may want to keep this at the "Queue" level) * TakeTicket Well, anyway, I'm sure you can get the gist of this. Hope this helps. Kenn LBNL On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins > wrote: I have three classes of users, I'm wondering if my privileges/groups setup is what RT intends. Class 1: Administrators. These three people can do anything. Class 2: People who log into RT and own and resolve tickets. Each is only going to be working with 1-3 queues out of 10-15 queues total. Class 3: People who create tickets via email and don't need to do anything but reply via email. Right now I'm thinking class 1 and class 2 should be "privileged" users, and by AdminCCs on the particular queues they are interested in. In addition, the three superusers will have, as a User Right, the "Super User" privilege. Class 3 won't be users which are seen via Configuration->Users. I still haven't figured out if they count as "Everybody" or "Unprivileged." I'd like them to be able to view any ticket (although I suspect they will rarely use such a power) so I'm giving them ShowTicket and ShowComment and a few other minor privileges. Does that sound about right? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com Error! Filename not specified. ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Oct 25 13:08:43 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 25 Oct 2010 10:08:43 -0700 Subject: [rt-users] General permissions question In-Reply-To: References: Message-ID: Josh, You can do what you want. By watching this list, I've noticed there are hundreds of installations that do things differently. Some let the Requestors modify their own tickets, etc. What I put down was just a suggestion for you and it will most likely not apply for others. Kenn LBNL On Mon, Oct 25, 2010 at 5:44 AM, Josh Narins wrote: > Ken, thanks for your time. > > > > While the below looks really good both in the sense that it appears to be > consistent and in the sense you've laid it all out for me, could I get > someone else's opinion on it? > > > > Ruslan or Jesse perhaps? > > > > If it all looks good, then maybe (it could get posted|I could post it) to > the wiki as an example? > > > > Thanks, > > Josh > > > > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* Friday, October 22, 2010 12:50 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] General permissions question > > > > Josh, > > We never grant rights to individual users, too much maintenance. I agree > with Jesse (DUH!) to create a SuperUSer Group like "System Admins", then > another called "Technical Support". I'd set rights as follows: > > Global System Rights: > > - Privileged: > > > - CreateOwnDashboard > - CreateSavedSearch > - DeleteOwnDashboard > - EditSavedSearch > - ForwardMessage > - LoadSavedSearch > - ModifyOwnDashboard > - ModifySelf > - SeeOwnDashboard > - * SeeQueue (*you might want this only at a "Queue" level*) > - ShowSavedSearch > - * ShowTicket (*you might want this only for "Roles" and the > "support" group*) > - SubscribeDashboard > - Watch > > This set will allow all users rights to their own Searches, Searches saved > for groups they are in & Dashboards set up subscriptions for any Dashboard > they have access to & modify themselves & add watchers to tickets they are > watchers on (basically, add Cc's) > > - Everyone: > > > - ReplyToTicket > - CreateTicket > > This allows anyone to create a ticket and reply to email if sent to them > from RT. If you have some form of externalAuth going on, that will keep the > spam out. > > - Roles: > > > - Owner; > > > - ModifyTicket (a no brainer) > - * SeeQueue & ShowTicket Comments, etc if not by group > > > - AdminCc (*we use AdminCc like a "Queue Manager*); > > > - AdminUsers (*Sys Admin only?*) > - AdminCustomFields (*Sys Admin only?*) > - AssignCustomFields (*we don't want just anyone messing with > these*) > - ModifyACL (*you may want to keep this at the "Queue" level or > not at all and just let "SuperUsers" do it*) > - ModifyOwnMembership > - ModifyQueueWatchers (*you may want to keep this at the "Queue" > level or not at all and just let "SuperUsers" do it*) > - ModifyScrips (*you may want to keep this at the "Queue" level > or not at all and just let "SuperUsers" do it*) > - ModifyTemplate (*you may want to keep this at the "Queue" level > or not at all and just let "SuperUsers" do it*) > - ShowACL (*you may want to keep this at the "Queue" level or not > at all and just for "SuperUsers"*) > - SeeCustomFields (*ditto*) > - SeeGroup > - * SeeQueue & ShowTicket Comments, etc if not by group (* > SuperUser*) > - ShowConfigTab (*Sys Admin only?*) > - ShowScrips (*Sys Admin only?*) > - ShowTemplate (*Sys Admin only?*) > - StealTicket (*you may want to keep this at the "Queue" level or > let Support group do it*) > - WatchAsAdminCc > - *You might want to put some of these rights at the Queue level* > > > - Cc; > > > - SeeQueue (*if not given to "Privileged"*) > - ShowTicket (*if not given to "Privileged"*) > > > - Requestor > > > - SeeQueue (*if not given to "Privileged" or Support Group*) > - ShowTicket (*if not given to "Privileged" or Support Group*) > > Since your "Users" that create tickets will only use > email, these two rights above would allow them to see ONLY their tickets if > they were to ever sign into the WebUI. > > - User-Defined Groups: > > > - SystemAdmin; > > > - SuperUser > > > - Technical-Support (you may want to keep some of these rights for > this group at the "Queue" level) > > > - CommentOnTicket > - DeleteTicket > - ModifyCustomField (may want this at the "Queue" level) > - ModifyTicket (*ONLY** if you want members of the group to be > able to modify someone else's ticket* - Owners already have this > right) > - OwnTicket > - SeeCustomField > - ShowOutgoingEmail > - ShowTicket > - ShowTicketComments > - StealTicket (*you may want to keep this at the "Queue" level*) > - TakeTicket > > > Well, anyway, I'm sure you can get the gist of this. Hope this helps. > > Kenn > LBNL > > On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins > wrote: > > I have three classes of users, I'm wondering if my privileges/groups setup > is what RT intends. > > > > Class 1: Administrators. These three people can do anything. > > Class 2: People who log into RT and own and resolve tickets. Each is only > going to be working with 1-3 queues out of 10-15 queues total. > > Class 3: People who create tickets via email and don't need to do anything > but reply via email. > > > > Right now I'm thinking class 1 and class 2 should be "privileged" users, > and by AdminCCs on the particular queues they are interested in. In > addition, the three superusers will have, as a User Right, the "Super User" > privilege. > > > > Class 3 won't be users which are seen via Configuration->Users. I still > haven't figured out if they count as "Everybody" or "Unprivileged." I'd like > them to be able to view any ticket (although I suspect they will rarely use > such a power) so I'm giving them ShowTicket and ShowComment and a few other > minor privileges. > > > > Does that sound about right? > > > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > *Error! Filename not specified.* > ------------------------------ > > *SeniorBridge Statement of Confidentiality:* The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken recipient > is strictly prohibited. In said event, kindly reply to the sender and > destroy all entries of this message and any attachments from your system. > Thank you. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Oct 25 14:43:15 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 25 Oct 2010 11:43:15 -0700 Subject: [rt-users] Considering RT for New Web Site In-Reply-To: <4CC31170.3050207@bergbrains.com> References: <4CC31170.3050207@bergbrains.com> Message-ID: Eric, I'm not sure what you mean by "reskin" but the rest sounds easy to set up. The permission rights are VERY flexible (I'd recommend putting all users in Descriptive groups, named for their function and Queue/access needs). It's easy to set up new Queues for different sets/types of tickets. Custom Fields can be created that are either global or unique to any Queue. Additional Status values can also be added (we use a combination of extra Status values and a Custom Field) Extra functionality can be coded via scrip (in perl) also on a Global or unique to any Queue. You can set up your own unique set of email templates both Globally and by Queue. Most everyone here in the list are very helpful on these issues and several members of the BP staff jump in with critical technical knowledge as well. Just send in your questions and I'm sure someone will be able to help. Kenn LBNL On Sat, Oct 23, 2010 at 9:46 AM, Eric Berg wrote: > Hey, folks. I'm hoping that you can help me in evaluating RT for a project > i'm working on.We're brokering research, so we have clients who submit > questions which we route anonymously to various researchers who ultimately > publish their work products back to the client who made the request. > > A friend who uses RT suggested that I take a look at it when I'd begun > telling him about the workflow requirements. > > Among our needs are: > > - user profiling, ideally within companies > - document management. both the questions and the research that provides > the answers need to be revisioned. > - flexible authorization scheme. > - Workflow (permissions configurable by group and state/desk) > - auditing and reporting. We'll need to do reporting on the number of > interactions, number of questions asked, status of all questions and > answers, reminders on SLA violations > - easy to reskin. > > From what I've gotten from poking around the web site, it looks like RT > might be a good fit. Waht do you guys with some RT experience think about > using it that way? > > Thanks. > > Eric > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netsandbox.de Mon Oct 25 16:09:52 2010 From: cloos at netsandbox.de (Christian Loos) Date: Mon, 25 Oct 2010 22:09:52 +0200 Subject: [rt-users] dont reopen In-Reply-To: References: <20101021201202.GK57409@obspm.fr> Message-ID: <4CC5E410.90304@netsandbox.de> Hi, i just added your version of this to the wiki page. We only allow re-opening the ticket if it is resolved less then 7 days. If the ticket is resolved more than 7 days, the requestor gets an mail (template), that it isn't allowed to re-open the ticket. -Chris Am 23.10.2010 01:46, schrieb Ruslan Zakirov: > Hello Albert, > > See http://wiki.bestpractical.com/view/AutoOpenProblem with reference > to forking into a new ticket. > > On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih wrote: >> Hi all >> >> I'm using RT 3.8.8 >> >> On reply RT reopen the ticket. I would like to known if it's possible to >> make RT don't reopen a resolved ticket but send a message >> >> Many people don't known the ?compose? button and only known ?reply? button, >> so I've some ticket live for ever... >> >> Regards. >> >> JAS From BTaylor2032 at cfl.rr.com Mon Oct 25 16:26:50 2010 From: BTaylor2032 at cfl.rr.com (Bryan Taylor) Date: Mon, 25 Oct 2010 16:26:50 -0400 Subject: [rt-users] Extract X-Arf Message-ID: <1288038410.9700.47.camel@localhost> Hello, I am using RT for an abuse desk. I receive loads of reports from AOL's scomp spam reporter in X-Arf format. X-Arf consists of multi-part mime messages reporting the spam and containing the original header information. Ideally I would like to extract some of the headers of the second and third part into custom fields. X-Imp-User is definitely of interest. Currently the subject of the reports is just the smtp server it came from, making managing this a extremely tedious to almost impossible job. Seems X-arf took off as a great reporting tool but no way to mine the reports! I have been using RT-Extension-ExtractCustomFieldValues but it does not appear to be working. I have decided I will 'try' to craft ExtractCustomFieldValues itself to possibly ExtractXarfValues as another extension if need be. Thank you, Bryan Taylor From toml at bitstatement.net Mon Oct 25 20:12:16 2010 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 25 Oct 2010 17:12:16 -0700 Subject: [rt-users] rt_client ruby: Issue with attachments in a multipart email In-Reply-To: References: Message-ID: <9AFACB67-F36A-4A08-B4C7-CB9C87C818AB@bitstatement.net> So, I went ahead and set up a test case with an RT instance here and made an attachment with a comma in the filename to play with. There is now an updated rt-client on rubygems.org, version 0.3.3 that addresses the issue and should work. Let me know if you have any problems. There are probably additional methods in the API that you haven't seen before as well, read the docs. I don't think I've broken backward compatibility on this gem ever, but you never know. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Oct 24, 2010, at 9:00 PM, Tom Lahti wrote: > Send me a patch. I'm the author of that gem. Or if you need help, send me your email as a text file and I'll look into it. > > As far as I know roart does not do attachments at all, but that may have changed. I'm not involved with that gem -- it was made for Rails programmers who are familiar with ActiveRecord, whereas rt-client was made (by me) for a more procedural approach. As I'm not a rails guy, that paradigm never occurred to me. > > In fact, I think I have some updates on my dev box that I haven't pushed to gemcutter, but I'm sure I haven't addressed your issue. > > On Oct 24, 2010, at 8:14 PM, Thierry Thelliez wrote: > >> Ok, 2nd correction. sorry. >> >> >> The error was not with the multipart, and not with the regular >> expression. It is in the line: >> >> list = th["attachments"].to_s.split(",") >> >> It is splitting the lines based on the presence of commas. My >> filename contains a comma... >> >> >> >> Thierry From ruz at bestpractical.com Mon Oct 25 22:39:02 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 26 Oct 2010 06:39:02 +0400 Subject: [rt-users] General permissions question In-Reply-To: References: Message-ID: On Fri, Oct 22, 2010 at 5:34 PM, Josh Narins wrote: > I have three classes of users, I'm wondering if my privileges/groups > setup is what RT intends. > > > > Class 1: Administrators. These three people can do anything. > > Put them in the group. > Class 2: People who log into RT and own and resolve tickets. Each is only > going to be working with 1-3 queues out of 10-15 queues total. > Not sure how you split things into queues, but if you can organize some groups that union people that work on particular set of groups then go for it. Using groups makes it easier to re-assign people or promote them. A user can be in several groups and inherit rights from all of them. Use roles for as much as possible. Usually granting rights via roles even on global level helps you avoid granting them directly to groups. > Class 3: People who create tickets via email and don't need to do anything > but reply via email. > > > > Right now I'm thinking class 1 and class 2 should be "privileged" users, > and by AdminCCs on the particular queues they are interested in. In > addition, the three superusers will have, as a User Right, the "Super User" > privilege. > Anyway use subgroups. If you grand to many rights on top level then some of people got overwhelmed with ammount of access they have, but don't need. > Class 3 won't be users which are seen via Configuration->Users. I still > haven't figured out if they count as "Everybody" or "Unprivileged." I'd like > them to be able to view any ticket (although I suspect they will rarely use > such a power) so I'm giving them ShowTicket and ShowComment and a few other > minor privileges. > ShowTicket is enough to see replies, but RT has comments as well. Comments are protected by ShowComment right and often used for internal dialogs right in a ticket between privileged users. > Does that sound about right? > > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > ------------------------------ > *SeniorBridge Statement of Confidentiality:* The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken recipient > is strictly prohibited. In said event, kindly reply to the sender and > destroy all entries of this message and any attachments from your system. > Thank you. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Oct 25 22:54:59 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 26 Oct 2010 06:54:59 +0400 Subject: [rt-users] Templates and custom ScripActions In-Reply-To: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> References: <6D0864AA18E9564285990CD7F849B4DE06F7CCEF@UABEXMBS6.ad.uab.edu> Message-ID: Hello, Template is a piece of text that can be used from your action code. Look at SendMail.pm and ExtractCustomFieldValues extension. Both use templates and in completly different way. If you want to send some email from your action then probably the right way is to record a comment or reply on the ticket from action and let notification scrips do thier job. On Fri, Oct 22, 2010 at 7:15 PM, Francis L Fabrizio wrote: > Do I have to do something specific when creating a Scrip and using Action: User Defined in order to get RT to process the associated template with the scrip? > > I have created a custom scrip, and just for testing purposes, I made the custom condition, custom action prep, and custom action cleanup all set to "return 1;", and associated my desired template with the scrip. ?The scrip fires and returns successfully, but the template is never touched. > > Are there specific steps I need to take in my custom action code in order to load, parse, and send notifications from a template? > > Thanks, > Fran -- Best regards, Ruslan. From ruz at bestpractical.com Mon Oct 25 23:50:03 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 26 Oct 2010 07:50:03 +0400 Subject: [rt-users] Some RTIR automation? In-Reply-To: References: Message-ID: Hi, It's totally doable with scrips. RTIR itself has a lot of examples with bits you need. Basicly you need: When IR is created with and IP is set or when IP is changed from no value to a value, link to existing incident or create a new one. First part is a condition and second part is an action. For example lib/RT/Condition/RTIR_BlockActivation.pm is quite close. Checks whether ticket is created with active state or state is changed to active. Action is not that straightforward, but try it and if you have problems return back to us with detailed questions. On Fri, Oct 22, 2010 at 9:19 PM, Landon Stewart wrote: > Many times a day I will login to RT+RTIR and consolidate Incident Reports > into Incidents using the IP address field in RTIR.? Is there any way to > automate the consolidation process of Incident Reports into Incidents where > there's an IP address?? I would imagine it's possible but I'm not sure what > to try even. > > For those who may not have seen it - RTIR is an addon for RT.? It creates > three queues called Incident Reports, Incidents and Investigations. > Incident Reports can be merged or multiple Incident Reports can be linked to > a single Incident.? An Incident can be used to create a new ticket called an > Investigation.? In our case we use this to consolidate abuse issues reported > by outside parties by linking individual Incident Reports into Incidents and > then opening an investigation with our customer.? After our customer replies > to the Investigation and we can then respond to all the Incident Reports > separately and all at once when the Incident is resolved. > > I had thought, maybe using code in a template, to script the creation of an > Incident if no other open Incident exists with the IP address(es) from the > Incident Reports.? If an Incident exists with that IP address and it's open > it links the new incident report with that incident.? Can a script inside a > template create an Incident? > > Then at regular times I can simply list the incidents and open > investigations where needed and look for incident reports with no IP address > in them (rare). > > Does anyone have any ideas on how to go about this? > > Thanks to anyone who has any ideas on where to start here. > > -- > Landon Stewart > SuperbHosting.Net by Superb Internet Corp. > Toll Free (US/Canada): 888-354-6128 x 4199 > Direct: 206-438-5879 > Web hosting and more "Ahead of the Rest": http://www.superbhosting.net > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Oct 25 23:51:40 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 26 Oct 2010 07:51:40 +0400 Subject: [rt-users] attachment scanner In-Reply-To: <2B3D699B434F1F49B73F97861B5FD54407D0F094@Mail-DB-1.letnet.net> References: <2B3D699B434F1F49B73F97861B5FD54407D0F094@Mail-DB-1.letnet.net> Message-ID: Hi, Do that out of RT. If you want to scan uploaded attachments then there is no solution I know about. On Fri, Oct 22, 2010 at 6:11 PM, Roedel, Mark wrote: > Has anybody done any scripting to scan attachments for viruses or check for > sensitive data like SSN?s before aceepting them onto a ticket? > > > > > > Mark Roedel > > Webmaster > > Enrollment Services > > LeTourneau University > > 903-233-3535 (w) | 903-233-3105 (f) > > www.letu.edu | www.facebook.com/myletu | www.twitter.com/LETUadmissions > > > > -- Best regards, Ruslan. From naweedmohammed.ahmed at lexisnexis.com Tue Oct 26 09:55:48 2010 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Tue, 26 Oct 2010 09:55:48 -0400 Subject: [rt-users] Adding multiple Plugin lines in RT_SiteConfig.pm Message-ID: <8B590F2F6F36C0489A41B816231BF1BE05C68945@INFMAIL.na.choicepoint.net> I am trying to include the following plugins in RT by adding them to the RT_SiteConfig.pm file. Set(@Plugins, qw(RT::Authen::ExternalAuth)); Set(@Plugins, qw(RT::Extension::CustomField::Checkbox)); The problem is when I add the second line; it seems the 1st one is getting overwritten and the ExternalAuth is not working. Can somebody please send the syntax of including 2 plugins in the Config file. Thanks Naweed ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From amarosi at lamparts.com Tue Oct 26 10:00:39 2010 From: amarosi at lamparts.com (Andrew Marosi) Date: Tue, 26 Oct 2010 07:00:39 -0700 Subject: [rt-users] Adding multiple Plugin lines in RT_SiteConfig.pm In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE05C68945@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE05C68945@INFMAIL.na.choicepoint.net> Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F505ADBC5D@uslaxmail02> This should do it: Set(@Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CustomField::Checkbox )); From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ahmed, Mohammed Naweed (LNG-BCT) Sent: Tuesday, October 26, 2010 6:56 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Adding multiple Plugin lines in RT_SiteConfig.pm I am trying to include the following plugins in RT by adding them to the RT_SiteConfig.pm file. Set(@Plugins, qw(RT::Authen::ExternalAuth)); Set(@Plugins, qw(RT::Extension::CustomField::Checkbox)); The problem is when I add the second line; it seems the 1st one is getting overwritten and the ExternalAuth is not working. Can somebody please send the syntax of including 2 plugins in the Config file. Thanks Naweed ________________________________ The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From d.c.swan at ncl.ac.uk Tue Oct 26 12:29:54 2010 From: d.c.swan at ncl.ac.uk (Daniel Swan) Date: Tue, 26 Oct 2010 17:29:54 +0100 Subject: [rt-users] UI customisation Message-ID: Hi everyone, I have had a look through the archives, as well as a poke around the code. I'd really like to deploy RT with a minimised interface, I'd like to obscure much of the functionality that RT deploys to make it more approachable to the audience I would like to deploy to. Is there a simple way to (for instance) to hide Ticket metadata by default - I would like to expose perhaps the Basics and Custom Fields but not the Reminders, Dates, Links, 'More' section etc. I realise they can be hidden with the carets, but could this be done to be hidden (rather than exposed by default?) Similarly I'd probably quite like to hide some of the tabs as well (Dates, Links, Reminders). If there isn't a simple way to do this, what is the complex way to do it? Any pointers would be greatly appreciated. I have had a look at the Wiki, but I'd prefer not to be making changes to any of the core. I've been using RT for many years, but never had the need to customise it until now! regards, Dan -- Bioinformatics Support Unit, Institute for Cell and Molecular Biosciences, Faculty of Medical Sciences, Framlington Place, Newcastle University, Newcastle, NE2 4HH Tel: +44 (0)191 222 7253? (Room M.2046, William Leech Building) Website: http://bsu.ncl.ac.uk/support Twitter: http://twitter.com/nclbsu From trs at bestpractical.com Tue Oct 26 12:32:29 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 26 Oct 2010 12:32:29 -0400 Subject: [rt-users] UI customisation In-Reply-To: References: Message-ID: <4CC7029D.2080207@bestpractical.com> It really sounds like you want the Self Service interface that users get when they are unprivileged. Thomas On 26 Oct 2010 12:29, Daniel Swan wrote: > Hi everyone, > > I have had a look through the archives, as well as a poke around the code. > > I'd really like to deploy RT with a minimised interface, I'd like to > obscure much of the functionality that RT deploys to make it more > approachable to the audience I would like to deploy to. > > Is there a simple way to (for instance) to hide Ticket metadata by > default - I would like to expose perhaps the Basics and Custom Fields > but not the Reminders, Dates, Links, 'More' section etc. I realise > they can be hidden with the carets, but could this be done to be > hidden (rather than exposed by default?) Similarly I'd probably quite > like to hide some of the tabs as well (Dates, Links, Reminders). > > If there isn't a simple way to do this, what is the complex way to do > it? Any pointers would be greatly appreciated. I have had a look at > the Wiki, but I'd prefer not to be making changes to any of the core. > > I've been using RT for many years, but never had the need to customise > it until now! > > regards, > > Dan > From superjuke at gmail.com Tue Oct 26 14:14:07 2010 From: superjuke at gmail.com (Jason Edgar) Date: Tue, 26 Oct 2010 14:14:07 -0400 Subject: [rt-users] Remove (no value) from drop down list. Message-ID: I created a custom field of type 'Select one value'(i.e. a dropdown menu). At the top of the menu is a (no value) option. How do I get rid of this? Many thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From maillist at konsoletek.com Tue Oct 26 14:25:10 2010 From: maillist at konsoletek.com (Jon Davis) Date: Tue, 26 Oct 2010 11:25:10 -0700 Subject: [rt-users] Automate Reports by Email? Message-ID: Quick question. Is there a way / a module / a something - to generate a textual report of RT tickets on an regular basis and have them emailed? I know I can create a cron job to call something, even have that job packup the data and email it... but getting specific data out of RT is the portion I'm unaware of. Basically my boss would like to me make something that will, in effect, run a saved search every day and email them the results (So they can tell if I've been slacking off). Thanks in advance -Jon -------------- next part -------------- An HTML attachment was scrubbed... URL: From superjuke at gmail.com Tue Oct 26 14:25:35 2010 From: superjuke at gmail.com (Jason Edgar) Date: Tue, 26 Oct 2010 14:25:35 -0400 Subject: [rt-users] change priority to simple high, medium, low Message-ID: How do I change the Priority(from 0 ... 100) field under Basic to a simple drop down menu with the following options: High Medium Low. If this isn't possible can I disable the preconfigured priority field and create my own? If yes, how do I disable the priority field? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Oct 26 14:33:35 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 26 Oct 2010 14:33:35 -0400 Subject: [rt-users] Automate Reports by Email? In-Reply-To: References: Message-ID: <4CC71EFF.9070708@bestpractical.com> You want Dashboards, which first appeared in RT 3.8.0. They can email out reports based on ticket searches, graphs, etc. See: http://wiki.bestpractical.com/view/ManualDashboards Thomas On 26 Oct 2010 14:25, Jon Davis wrote: > Quick question. Is there a way / a module / a something - to generate a > textual report of RT tickets on an regular basis and have them emailed? > I know I can create a cron job to call something, even have that job > packup the data and email it... but getting specific data out of RT is > the portion I'm unaware of. Basically my boss would like to me make > something that will, in effect, run a saved search every day and email > them the results (So they can tell if I've been slacking off). > > Thanks in advance > -Jon From kris_germann at 295.ca Tue Oct 26 15:07:42 2010 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 26 Oct 2010 15:07:42 -0400 Subject: [rt-users] Allow HTML Messages through RT In-Reply-To: <4CC71EFF.9070708@bestpractical.com> References: <4CC71EFF.9070708@bestpractical.com> Message-ID: <4CC726FE.6020509@295.ca> Hey guys, So, I defined PreferRichText to allow HTML messages through RT when customers email from their Outlook clients or similar which use recursive HTML formatting unless otherwise specified. Unfortunately, RT is pretty vague on how certain flags are set so I'm just blindly stumbling around the config right now... When I send a test email which is formatted with a ridiculous amount of HTML, I get this: [Tue Oct 26 18:25:06 2010] [info]: #4053/62589 - Scrip 2 On Owner Change Notify Owner (/opt/rt3/lib/RT/Action/SendEmail.pm:300) [Tue Oct 26 18:25:06 2010] [info]: sent To: kris_germann at 295.ca (/opt/rt3/lib/RT/Action/SendEmail.pm:331) [Tue Oct 26 18:25:07 2010] [warning]: Resolver RT::URI::freeside could not parse freeside://freeside/cust_main/ (/opt/rt3/lib/RT/URI.pm:147) Anyone have any insight? Kris Fibernetics Corp From kris_germann at 295.ca Tue Oct 26 15:07:47 2010 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 26 Oct 2010 15:07:47 -0400 Subject: [rt-users] Allow HTML Messages through RT In-Reply-To: <4CC71EFF.9070708@bestpractical.com> References: <4CC71EFF.9070708@bestpractical.com> Message-ID: <4CC72703.3020402@295.ca> Hey guys, So, I defined PreferRichText to allow HTML messages through RT when customers email from their Outlook clients or similar which use recursive HTML formatting unless otherwise specified. Unfortunately, RT is pretty vague on how certain flags are set so I'm just blindly stumbling around the config right now... When I send a test email which is formatted with a ridiculous amount of HTML, I get this: [Tue Oct 26 18:25:06 2010] [info]: #4053/62589 - Scrip 2 On Owner Change Notify Owner (/opt/rt3/lib/RT/Action/SendEmail.pm:300) [Tue Oct 26 18:25:06 2010] [info]: sent To: kris_germann at 295.ca (/opt/rt3/lib/RT/Action/SendEmail.pm:331) [Tue Oct 26 18:25:07 2010] [warning]: Resolver RT::URI::freeside could not parse freeside://freeside/cust_main/ (/opt/rt3/lib/RT/URI.pm:147) Anyone have any insight? Kris Fibernetics Corp From kris_germann at 295.ca Tue Oct 26 15:18:48 2010 From: kris_germann at 295.ca (Kris Germann) Date: Tue, 26 Oct 2010 15:18:48 -0400 Subject: [rt-users] Allow HTML Messages through RT In-Reply-To: <4CC726FE.6020509@295.ca> References: <4CC71EFF.9070708@bestpractical.com> <4CC726FE.6020509@295.ca> Message-ID: <4CC72998.1070806@295.ca> Actually, you can ignore that... The line originally defined as 'Set($PreferRichText, undef);' got me thinking, I had seen some other lines without the ', undef' while digging through another issue here, so that is what I did first. I guess it broke it. After a little more looking, I decided to change undef to 1 and voila, now HTML works on incoming correspondence!... No size formatting though, guess I can live without it. Kris Mentor, Sales & Technical Support Fibernetics Corp 605 Boxwood Drive Cambridge, ON N3E1A5 On 10/26/2010 03:07 PM, Kris Germann wrote: > Hey guys, > > So, I defined PreferRichText to allow HTML messages through RT when > customers email from their Outlook clients or similar which use > recursive HTML formatting unless otherwise specified. > > Unfortunately, RT is pretty vague on how certain flags are set so I'm > just blindly stumbling around the config right now... > > When I send a test email which is formatted with a ridiculous amount > of HTML, I get this: > > [Tue Oct 26 18:25:06 2010] [info]: > #4053/62589 - Scrip > 2 On Owner Change Notify Owner (/opt/rt3/lib/RT/Action/SendEmail.pm:300) > [Tue Oct 26 18:25:06 2010] [info]: > sent To: > kris_germann at 295.ca (/opt/rt3/lib/RT/Action/SendEmail.pm:331) > [Tue Oct 26 18:25:07 2010] [warning]: Resolver RT::URI::freeside could > not parse freeside://freeside/cust_main/ (/opt/rt3/lib/RT/URI.pm:147) > > Anyone have any insight? > > Kris > Fibernetics Corp From italovalcy at gmail.com Tue Oct 26 16:32:40 2010 From: italovalcy at gmail.com (Italo Valcy) Date: Tue, 26 Oct 2010 17:32:40 -0300 Subject: [rt-users] Hide standard fields from some users? In-Reply-To: References: <4BB3B7AD.9030607@kickflop.net> Message-ID: Hi Torsten, On Thu, Apr 1, 2010 at 5:55 AM, Torsten Brumm wrote: > If you like to a clean version try something like this: > > 1. MyTineRightsAddOn.pm > --------------------------------------------- > package RT::Extension::MyTinyRightsAddOn; > > our $VERSION = '0.01'; > > use warnings; > use strict; > > use RT::System; > my %rights = ( > ? ?ViewSomeMenuItems => 'View some Menu Items', #loc_pair > ); > $RT::System::RIGHTS = { %$RT::System::RIGHTS, %rights }; > %RT::ACE::LOWERCASERIGHTNAMES = ( %RT::ACE::LOWERCASERIGHTNAMES, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?map { lc($_) => $_ } keys %rights); > > 1; > ------------------------------------------------------------ I have followed your tip but I could not see how to add this rights to a User, for example (through Configuration > Globals > User Rights). How can I do this? (if I can..) Thank you for any help! -- Sauda??es, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy From thierry.thelliez.tech at gmail.com Tue Oct 26 17:59:46 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Tue, 26 Oct 2010 15:59:46 -0600 Subject: [rt-users] rt_client ruby: Issue with attachments in a multipart email In-Reply-To: <9AFACB67-F36A-4A08-B4C7-CB9C87C818AB@bitstatement.net> References: <9AFACB67-F36A-4A08-B4C7-CB9C87C818AB@bitstatement.net> Message-ID: Tom, Thanks you so much. I was finally getting to it when I saw your email. I tried your fix and it works for me. More testing later. Thierry From falcone at bestpractical.com Tue Oct 26 18:15:16 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:15:16 -0400 Subject: [rt-users] Internet Explorer changes custom fields when editing ticket basics In-Reply-To: References: Message-ID: <20101026221516.GA616@jibsheet.com> On Wed, Oct 13, 2010 at 10:44:23AM -0500, Matt Polichette wrote: > *Correction- this only effect custom fields which are categorized by another custom field > which is assigned to the queue. So the problem doesn't show up with the choice for Operating > System because the custom field "platform" which categorizes the operating system values is > not assigned to this queue. If you're using the new style dependent CFs, and both custom fields aren't applied to the queue and modifiable by the user, you're going to see weird fallback behavior. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 26 18:25:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:25:36 -0400 Subject: [rt-users] Ticket 'Take' field in custom query In-Reply-To: <2032553875.529946.1287076533005.JavaMail.root@mail3.4j.lane.edu> References: <2032553875.529946.1287076533005.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20101026222536.GB616@jibsheet.com> On Thu, Oct 14, 2010 at 10:15:33AM -0700, Kurt Engle wrote: > I am looking to add the 'Take' ticket option in a custom query that filters new tickets based > on building location. Creating the query is the easy part but I have not been able to figure > out how to add the 'Take' option to the query output. > Anyone have any suggestions or instructions on how to do this? Edit the Format of your saved search in Advanced, stealing from the Format for one of the searches that already involves having a Take link. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jledford at biltmore.com Tue Oct 26 18:27:38 2010 From: jledford at biltmore.com (Jason Ledford) Date: Tue, 26 Oct 2010 18:27:38 -0400 Subject: [rt-users] UI customisation In-Reply-To: References: Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD582@MAILBOX.tbcnet.biltmore.com> I played around a bit and was able to hide most of that using css. if you will use a html inspector like ie developer tools or whatever else you use, it will show you the id and class names of all the block elements, and you can just use css to hide it. ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Swan [d.c.swan at ncl.ac.uk] Sent: Tuesday, October 26, 2010 12:29 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] UI customisation Hi everyone, I have had a look through the archives, as well as a poke around the code. I'd really like to deploy RT with a minimised interface, I'd like to obscure much of the functionality that RT deploys to make it more approachable to the audience I would like to deploy to. Is there a simple way to (for instance) to hide Ticket metadata by default - I would like to expose perhaps the Basics and Custom Fields but not the Reminders, Dates, Links, 'More' section etc. I realise they can be hidden with the carets, but could this be done to be hidden (rather than exposed by default?) Similarly I'd probably quite like to hide some of the tabs as well (Dates, Links, Reminders). If there isn't a simple way to do this, what is the complex way to do it? Any pointers would be greatly appreciated. I have had a look at the Wiki, but I'd prefer not to be making changes to any of the core. I've been using RT for many years, but never had the need to customise it until now! regards, Dan -- Bioinformatics Support Unit, Institute for Cell and Molecular Biosciences, Faculty of Medical Sciences, Framlington Place, Newcastle University, Newcastle, NE2 4HH Tel: +44 (0)191 222 7253 (Room M.2046, William Leech Building) Website: http://bsu.ncl.ac.uk/support Twitter: http://twitter.com/nclbsu From falcone at bestpractical.com Tue Oct 26 18:31:57 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:31:57 -0400 Subject: [rt-users] Mandatory rt at a glance items by group In-Reply-To: References: Message-ID: <20101026223157.GC616@jibsheet.com> On Fri, Oct 15, 2010 at 10:00:56AM -0400, Chris Hall wrote: > I think I may have asked this before, but didn't quite get the answer I was looking for. I'm > looking for a way to mandate items on the RT at a glance screen for people based on group > membership. For example, I'd like to make a custom search that says "tickets that haven't been > commented on in 3 days and are not closed" which I have the search built for.. but I want it > to show up on the front page of all members of the "helpdesk" group, without them needing to > do anything special. How would I do something like this? You'll either need to script adding that search to that group or create a group Dashboard and have folks use that as their home page instead. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 26 18:49:19 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:49:19 -0400 Subject: [rt-users] LDAP question in relation to "AutoCreate" option In-Reply-To: References: Message-ID: <20101026224919.GD616@jibsheet.com> On Mon, Oct 18, 2010 at 12:46:21PM -0700, Kenneth Crocker wrote: > I'm sure this is documented somewhere, but I can't find it or it isn't clear to me (I have > VERY FOGGY perception due to my ADHD and Auditory processing disabilities), but I was > wondering if LDAP filtering and authorization occurs first so that if I set the "AutoCreate" > option to automatically create new users as "Unprivileged", then I still wouldn't be getting > non-LDAP users or spam into RT. AutoCreate doesn't affect that. If you want non-LDAP users rejected, use the RT::Authen::ExternalAuth config option that prevents non external users from being created. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 26 18:49:56 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:49:56 -0400 Subject: [rt-users] custom fields (simple?) question - trying again In-Reply-To: References: Message-ID: <20101026224956.GE616@jibsheet.com> On Mon, Oct 18, 2010 at 12:52:06PM -0700, Kenneth Crocker wrote: > Back in 3.6 X days, I believe that the only way to "See","Modify" or "Admin" a Custom Field > was by granting that right to a group while in the Config->CustomField screen. I could be > wrong, but at any rate, I remember granting rights to a lot of CF's that way. > > I now have 3.8.7and I see these rights while in Config->Queues->Group Rights. > > What's the difference? Does one take priority over the other? Are they redundant? One of these applies to all custom fields applied to a queue, the other applies to a single custom field. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 26 18:51:59 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:51:59 -0400 Subject: [rt-users] How to add into ticket history, that ticket was Forwarded to some email In-Reply-To: <30000637.post@talk.nabble.com> References: <30000637.post@talk.nabble.com> Message-ID: <20101026225159.GF616@jibsheet.com> On Tue, Oct 19, 2010 at 07:15:29AM -0700, Miroslav Horvath wrote: > > Hello > > We are using RT 3.8.4. > > When someone uses the Forward button within tickets, he can send the info to > some emails. But this information is not written in the ticket history, so > we don't know that this thing happen. > > Is there some configuration, that this info will be also visible as a single > line within history in tickets ? > > something like: ............ Forwarded message to xxxxxxx.xxxxxx at xxxx.com http://issues.bestpractical.com/Ticket/Display.html?id=12883 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 26 18:56:57 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:56:57 -0400 Subject: [rt-users] Prevent Requestors from setting the 'approval' ticket to status 'Resolve' In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE05BF89AA@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE05BF89AA@INFMAIL.na.choicepoint.net> Message-ID: <20101026225657.GG616@jibsheet.com> On Wed, Oct 20, 2010 at 10:33:11AM -0400, Ahmed, Mohammed Naweed (LNG-BCT) wrote: > > > I have setup the approval work flow and it is working great expect for one problem, when I am > creating and ticket, I can see the approval ticket in the links and I can open it too. The > problem now is I can set to `Resolve' by clicking on the status links. Even though I am > neither the owner of the `Approval' ticket or has any rights on the ___Approval Queue. > > Can some body please explain me how to prevent the requestors from setting the Approval > tickets status to `Resolve'? You must have ModifyTicket granted too broadly. You probably even want to restrict ShowTicket in __Approval to folks who should be in there (or to the AdminCc/Owner roles). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 26 18:58:28 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 18:58:28 -0400 Subject: [rt-users] Can watcher notifications use a different template? In-Reply-To: <4CBF1887.3010804@thingy.com> References: <4CBF1887.3010804@thingy.com> Message-ID: <20101026225828.GH616@jibsheet.com> On Wed, Oct 20, 2010 at 05:27:51PM +0100, Howard Jones wrote: > 1) Add a new action, Claim, that will do the same as Take, but only if > the ticket is not owned and otherwise tell the claiming user that Joe is > already dealing with it. Take should actually work that way. It won't steal the ticket if someone else already has it. > 2) Add a link to Claim in the Watcher mail so that people can 'get a > lock' on a ticket before investigating and replying. > > I think I can manage 1 with no problem, but I don't follow where I can > create a template that is used specifically for 'Watcher-notification' > e-mails. Is this possible? Is it actually a different template than the > one used for normal transactions? (or can it be?) Check your Configuration -> GLobal -> Scrips for the templates being used. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From olivier.villegente at sic.nc Tue Oct 26 19:01:13 2010 From: olivier.villegente at sic.nc (olivier.villegente at sic.nc) Date: Wed, 27 Oct 2010 10:01:13 +1100 Subject: [rt-users] =?iso-8859-1?q?Absence_du_24-10-2010_au_12-11-2010=2C_?= =?iso-8859-1?q?votre_mail_sera_trait=E9_d=E8s_mon_retour=2E?= Message-ID: Je serai absent(e) du 25/10/2010 au 12/11/2010. Bonjour, Je serai absent du 24-10-2010 au 12-11-2010, votre mail sera trait? d?s mon retour. Pour les urgences, contacter Jean-Michel PLANCADE ou Michel HAHN. Cordialement, Olivier VILLEGENTE From falcone at bestpractical.com Tue Oct 26 19:03:23 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 19:03:23 -0400 Subject: [rt-users] Use RTFM as Canned Replies In-Reply-To: References: Message-ID: <20101026230323.GI616@jibsheet.com> On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote: > First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor isn't a big fan of Using a custom .po file is probably easiest. > Also, how can I disallow an unprivileged user to search for articles -- since I don't want to > use it for articles, I'm looking to use it for canned responses! Don't grant Unprivileged ShowArticle globally -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 26 19:08:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Oct 2010 19:08:36 -0400 Subject: [rt-users] change priority to simple high, medium, low In-Reply-To: References: Message-ID: <20101026230836.GJ616@jibsheet.com> On Tue, Oct 26, 2010 at 02:25:35PM -0400, Jason Edgar wrote: > How do I change the Priority(from 0 ... 100) field under Basic to a simple drop down menu with > the following options: > > High > Medium > Low. > > If this isn't possible can I disable the preconfigured priority field and create my own? If > yes, how do I disable the priority field? RT-Extension-PriorityAsString -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mmcgrath at carthage.edu Tue Oct 26 19:09:10 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 26 Oct 2010 18:09:10 -0500 Subject: [rt-users] Use RTFM as Canned Replies In-Reply-To: <20101026230323.GI616@jibsheet.com> References: <20101026230323.GI616@jibsheet.com> Message-ID: Thanks Kevin - Could you maybe give me a little detail on the custom .po file. I did find this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki -- but wasn't sure how to implement it. So...I just went to /opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM with FAQ -- but that didn't seem to work. I still see RTFM on the left hand side bar. I did figure out the permissions thing already -- I found RTFM had its own set of permissions. Thanks again! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone wrote: > On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote: > > First, how can I rename RTFM to FAQ (or even Canned replies). My > supervisor isn't a big fan of > > Using a custom .po file is probably easiest. > > > Also, how can I disallow an unprivileged user to search for articles > -- since I don't want to > > use it for articles, I'm looking to use it for canned responses! > > Don't grant Unprivileged ShowArticle globally > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Tue Oct 26 19:16:13 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 26 Oct 2010 16:16:13 -0700 Subject: [rt-users] Use RTFM as Canned Replies In-Reply-To: Message-ID: Personally, I patched the code to do it (not too easy as it is spread throughout the extensions codebase....) I can try to generate a diff if you?d like in the next day or two... On 26/10/10 4:09 PM, "Max McGrath" wrote: > Thanks Kevin - > > Could you maybe give me a little detail on the custom .po file. ?I did find > this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki -- but > wasn't sure how to implement it. ? So...I just went to > /opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM > with FAQ -- but that didn't seem to work. ?I still see RTFM on the left hand > side bar. > > I did figure out the permissions thing already -- I found RTFM had its own set > of permissions. > > Thanks again! > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > > > On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone > wrote: >> On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote: >>> > ? ?First, how can I rename RTFM to FAQ (or even Canned replies). My >>> supervisor isn't a big fan of >> >> Using a custom .po file is probably easiest. >> >>> > ? ?Also, how can I disallow an unprivileged user to search for articles -- >>> since I don't want to >>> > ? ?use it for articles, I'm looking to use it for canned responses! >> >> Don't grant Unprivileged ShowArticle globally >> >> -kevin > > -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Tue Oct 26 19:21:57 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 26 Oct 2010 18:21:57 -0500 Subject: [rt-users] Use RTFM as Canned Replies In-Reply-To: References: Message-ID: Hi Gary - I'd be interested only if it didn't take more than 30 minutes of your time. It's not a big thing -- just something I started looking into and would implement if it were easy to do. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Oct 26, 2010 at 6:16 PM, Gary Greene wrote: > Personally, I patched the code to do it (not too easy as it is spread > throughout the extensions codebase....) I can try to generate a diff if > you?d like in the next day or two... > > > > On 26/10/10 4:09 PM, "Max McGrath" wrote: > > Thanks Kevin - > > Could you maybe give me a little detail on the custom .po file. I did find > this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki -- > but wasn't sure how to implement it. So...I just went to > /opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM > with FAQ -- but that didn't seem to work. I still see RTFM on the left hand > side bar. > > I did figure out the permissions thing already -- I found RTFM had its own > set of permissions. > > Thanks again! > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > > > On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone > wrote: > > On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote: > > First, how can I rename RTFM to FAQ (or even Canned replies). My > supervisor isn't a big fan of > > Using a custom .po file is probably easiest. > > > Also, how can I disallow an unprivileged user to search for articles > -- since I don't want to > > use it for articles, I'm looking to use it for canned responses! > > Don't grant Unprivileged ShowArticle globally > > -kevin > > > > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Office: (408) 240-1239 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 26 19:23:54 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Oct 2010 16:23:54 -0700 Subject: [rt-users] custom fields (simple?) question - trying again In-Reply-To: <20101026224956.GE616@jibsheet.com> References: <20101026224956.GE616@jibsheet.com> Message-ID: Kevin, Thanks. I hadn't seen any info on that, so your explanation helps. Kenn LBNL On Tue, Oct 26, 2010 at 3:49 PM, Kevin Falcone wrote: > On Mon, Oct 18, 2010 at 12:52:06PM -0700, Kenneth Crocker wrote: > > Back in 3.6 X days, I believe that the only way to "See","Modify" or > "Admin" a Custom Field > > was by granting that right to a group while in the Config->CustomField > screen. I could be > > wrong, but at any rate, I remember granting rights to a lot of CF's > that way. > > > > I now have 3.8.7and I see these rights while in Config->Queues->Group > Rights. > > > > What's the difference? Does one take priority over the other? Are they > redundant? > > One of these applies to all custom fields applied to a queue, the > other applies to a single custom field. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Oct 26 20:15:38 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Oct 2010 17:15:38 -0700 Subject: [rt-users] LDAP question in relation to "AutoCreate" option In-Reply-To: <20101026224919.GD616@jibsheet.com> References: <20101026224919.GD616@jibsheet.com> Message-ID: Kevin, Thanks. Works great. Just like I want. Kenn LBNL On Tue, Oct 26, 2010 at 3:49 PM, Kevin Falcone wrote: > On Mon, Oct 18, 2010 at 12:46:21PM -0700, Kenneth Crocker wrote: > > I'm sure this is documented somewhere, but I can't find it or it isn't > clear to me (I have > > VERY FOGGY perception due to my ADHD and Auditory processing > disabilities), but I was > > wondering if LDAP filtering and authorization occurs first so that if > I set the "AutoCreate" > > option to automatically create new users as "Unprivileged", then I > still wouldn't be getting > > non-LDAP users or spam into RT. > > AutoCreate doesn't affect that. If you want non-LDAP users rejected, > use the RT::Authen::ExternalAuth config option that prevents non > external users from being created. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Oct 26 20:31:45 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 26 Oct 2010 20:31:45 -0400 Subject: [rt-users] Use RTFM as Canned Replies In-Reply-To: References: Message-ID: <4CC772F1.8070108@bestpractical.com> A custom localization (.po) is a lot cleaner, and not hard. Copy po/rtfm.po to po/en.po (to create an English localization) and then run the script on it from http://wiki.bestpractical.com/view/RenameRTFM. Make sure the modified output gets moved to po/en.po and then restart RT. Thomas On 26 Oct 2010 19:16, Gary Greene wrote: > Personally, I patched the code to do it (not too easy as it is spread > throughout the extensions codebase....) I can try to generate a diff if > you?d like in the next day or two... > > > On 26/10/10 4:09 PM, "Max McGrath" wrote: > > Thanks Kevin - > > Could you maybe give me a little detail on the custom .po file. I > did find this link (http://wiki.bestpractical.com/view/RenameRTFM) > on the wiki -- but wasn't sure how to implement it. So...I just > went to /opt/rt3/local/plugins/RT-FM/po and went in every .po file > and replaced RTFM with FAQ -- but that didn't seem to work. I still > see RTFM on the left hand side bar. > > I did figure out the permissions thing already -- I found RTFM had > its own set of permissions. > > Thanks again! > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > > > On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone > wrote: > > On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote: > > First, how can I rename RTFM to FAQ (or even Canned > replies). My supervisor isn't a big fan of > > Using a custom .po file is probably easiest. > > > Also, how can I disallow an unprivileged user to search for > articles -- since I don't want to > > use it for articles, I'm looking to use it for canned responses! > > Don't grant Unprivileged ShowArticle globally > > -kevin > > > > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Office: (408) 240-1239 > From jose.fernandez at naxos-fr.net Wed Oct 27 01:53:36 2010 From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez) Date: Wed, 27 Oct 2010 07:53:36 +0200 Subject: [rt-users] Display a file in the Quick Search Message-ID: <1288158816.4144.2.camel@Dream.naxos-fr.net> Hello, I created a new file but this one does not appear in the Quick Search users with the right to see the queue on the home page. I do not know what the right action. Any idea? Thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul.broadwith at blueivy.co.uk Wed Oct 27 04:42:11 2010 From: paul.broadwith at blueivy.co.uk (Paul Broadwith) Date: Wed, 27 Oct 2010 09:42:11 +0100 Subject: [rt-users] Autoreply Template Error Message-ID: I?ve created a custom autoreply but seem to be getting an error in the logs when a ticket is created. No autoreply message is being sent. From the logs, I?ve worked out that this section of the template is causing problems: === Your ticket has been given a {$Ticket->Priority < 40 ? "Low priority. There is no fixed response time for this priority, but we will respond as time allows" : $Transaction->Priority < 80 ? "Medium priority. We will respond by the end of the next working day" : $Transaction->Priority < 100 ? "High priority. We will respond within 6 working hours" : "Critical priority. We will respond within 2 working hours"}. If you require a response before that time, please call the Maintenance Support number. === The error I am getting is: === Oct 26 10:36:57 helpdesk RT: Template parsing error: RT::Transaction::Priority Unimplemented in Text::Template::GEN13. (template line 10) Stack: [/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495] [template:10] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155] [/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042] [/opt/rt3/share/html/Ticket/Display.html:117] [/opt/rt3/share/html/Ticket/Create.html:419] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/op === I have another scrip / template that sends out a message when the priority is changed and it works okay, although that template uses $Ticket->OldValue and $Ticket->NewValue as opposed to $Ticket->Priority. If I understand it correctly, the priority isn?t implemted when a new ticket is created? Can anybody shed any light on why this is happening and how to resolve it? Kind regards, Paul Broadwith (MBCS) Microsoft Certified Professional Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner Tel.: 0845 862 0292 Web: http://www.blueivy.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2827 bytes Desc: image001.jpg URL: From ruz at bestpractical.com Wed Oct 27 07:09:15 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 27 Oct 2010 15:09:15 +0400 Subject: [rt-users] Autoreply Template Error In-Reply-To: References: Message-ID: Hi, You have $Transaction->Priority when it should be $Ticket->Priority. Regards, Ruslan. From phone. 2010 10 27 12:45 ???????????? "Paul Broadwith" ???????: > I?ve created a custom autoreply but seem to be getting an error in the logs when a ticket is created. No autoreply message is being sent. > > > > From the logs, I?ve worked out that this section of the template is causing problems: > > > > === > > Your ticket has been given a {$Ticket->Priority < 40 ? "Low priority. There is no fixed response time for this priority, but we will respond as time allows" : $Transaction->Priority < 80 ? "Medium priority. We will respond by the end of the next working day" : $Transaction->Priority < 100 ? "High priority. We will respond within 6 working hours" : "Critical priority. We will respond within 2 working hours"}. If you require a response before that time, please call the Maintenance Support number. > > === > > > > The error I am getting is: > > > > === > > Oct 26 10:36:57 helpdesk RT: Template parsing error: RT::Transaction::Priority Unimplemented in Text::Template::GEN13. (template line 10) Stack: [/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495] [template:10] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155] [/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042] [/opt/rt3/share/html/Ticket/Display.html:117] [/opt/rt3/share/html/Ticket/Create.html:419] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/op > > === > > > > I have another scrip / template that sends out a message when the priority is changed and it works okay, although that template uses $Ticket->OldValue and $Ticket->NewValue as opposed to $Ticket->Priority. > > > > If I understand it correctly, the priority isn?t implemted when a new ticket is created? Can anybody shed any light on why this is happening and how to resolve it? > > > > Kind regards, > > > > Paul Broadwith (MBCS) > > Microsoft Certified Professional > > Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner > > > > > > Tel.: 0845 862 0292 > > Web: http://www.blueivy.co.uk > -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Wed Oct 27 09:43:38 2010 From: khera at kcilink.com (Vick Khera) Date: Wed, 27 Oct 2010 09:43:38 -0400 Subject: [rt-users] schema change/warning in upgrade to RT3.8.8 Message-ID: <8E28AC40-DAF9-4A1B-9965-3351D1ACDFBB@kcilink.com> I *finally* got around to upgrading RT 3.6.7 to 3.8.8 today. Everything went smoothly except for one minor hiccup. The database schema upgrade for 3.8.3 failed with the following: [Wed Oct 27 13:06:01 2010] [crit]: DBD::Pg::st execute failed: ERROR: relation "groupmembers1" already exists at /usr/local/lib/perl5/site_perl/5.10.1/RT/Handle.pm line 506. (/usr/local/lib/perl5/site_perl/5.10.1/RT.pm:384) DBD::Pg::st execute failed: ERROR: relation "groupmembers1" already exists at /usr/local/lib/perl5/site_perl/5.10.1/RT/Handle.pm line 506. I'm not sure if I manually added an index of that name at some point, but the index I had under that name prior was CREATE INDEX groupmembers1 ON groupmembers USING btree (groupid); However, the rt 3.8.3 upgrade wants to create CREATE UNIQUE INDEX GroupMembers1 ON GroupMembers(GroupId, MemberId); Not a big deal, *but* there is non-unique data in that table already. For now I just made that a non-unique index, but I'd rather bring my schema inline with the "official" one. Any recommendations on how to fix? It is hard to trace the schema relations since there are not FK's defined, so I'm not sure how to update the group id references or if I need to. Also, is this table supposed to be really huge? I have over 700k tuples in it! Thanks! From paul.broadwith at blueivy.co.uk Wed Oct 27 10:43:01 2010 From: paul.broadwith at blueivy.co.uk (Paul Broadwith) Date: Wed, 27 Oct 2010 15:43:01 +0100 Subject: [rt-users] Autoreply Template Error In-Reply-To: References: Message-ID: ARRGGH!! Thanks for spotting that. I couldn?t see it for looking at it! The first one was correct, the others were wrong! Kind regards, Paul Broadwith (MBCS) Microsoft Certified Professional Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner Tel.: 0845 862 0292 Web: http://www.blueivy.co.uk From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: 27 October 2010 12:09 To: Paul Broadwith Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Autoreply Template Error Hi, You have $Transaction->Priority when it should be $Ticket->Priority. Regards, Ruslan. From phone. 2010 10 27 12:45 ???????????? "Paul Broadwith" ???????: > I?ve created a custom autoreply but seem to be getting an error in the logs when a ticket is created. No autoreply message is being sent. > > > > From the logs, I?ve worked out that this section of the template is causing problems: > > > > === > > Your ticket has been given a {$Ticket->Priority < 40 ? "Low priority. There is no fixed response time for this priority, but we will respond as time allows" : $Transaction->Priority < 80 ? "Medium priority. We will respond by the end of the next working day" : $Transaction->Priority < 100 ? "High priority. We will respond within 6 working hours" : "Critical priority. We will respond within 2 working hours"}. If you require a response before that time, please call the Maintenance Support number. > > === > > > > The error I am getting is: > > > > === > > Oct 26 10:36:57 helpdesk RT: Template parsing error: RT::Transaction::Priority Unimplemented in Text::Template::GEN13. (template line 10) Stack: [/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495] [template:10] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155] [/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042] [/opt/rt3/share/html/Ticket/Display.html:117] [/opt/rt3/share/html/Ticket/Create.html:419] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/op > > === > > > > I have another scrip / template that sends out a message when the priority is changed and it works okay, although that template uses $Ticket->OldValue and $Ticket->NewValue as opposed to $Ticket->Priority. > > > > If I understand it correctly, the priority isn?t implemted when a new ticket is created? Can anybody shed any light on why this is happening and how to resolve it? > > > > Kind regards, > > > > Paul Broadwith (MBCS) > > Microsoft Certified Professional > > Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner > > > > > > Tel.: 0845 862 0292 > > Web: http://www.blueivy.co.uk > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2827 bytes Desc: image001.jpg URL: From fadel.kamreddine at biond.net Wed Oct 27 14:10:22 2010 From: fadel.kamreddine at biond.net (Fadel Kamreddine) Date: Wed, 27 Oct 2010 14:10:22 -0400 Subject: [rt-users] Couldn't create a ticket group of type 'Requestor' Message-ID: Re: rt-users at lists.bestpractical.com Hi, Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 We installed RT 3.8.7 and copied all the RT schema to the new database instance. We did a test by using new RT version on existing 11gr1 database and it worked fine - this proves that the RT installation is fine we presume. We can login fine and browse through existing tickets, update existing owned ticket but having issues when we need to create , take/assign a ticket and we cant see the contents of a ticket when it's not assigned Errors in rt log: [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 79713: Could not create group (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for ticket 79713. aborting Ticket creation. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt3/share/html/Elements/Error:82) Any ideas? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Wed Oct 27 14:13:23 2010 From: khera at kcilink.com (Vick Khera) Date: Wed, 27 Oct 2010 14:13:23 -0400 Subject: [rt-users] another useful index Message-ID: After our upgrade to 3.8.8 today, I spent some time to figure out why some things are still slow. Of particular note it was really really slow to reply to a specific correspondence on a ticket with lots of attachments. I noticed that RT was just spending all of that time waiting on this query: SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '1429741') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC On my attachments table with 1.2 million rows, this is doing a sequence scan. I added an index on the Parent field, and now it is nearly instant, and normal page loads seem to be a bit faster as well. From kfcrocker at lbl.gov Wed Oct 27 15:50:26 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 27 Oct 2010 12:50:26 -0700 Subject: [rt-users] Couldn't create a ticket group of type 'Requestor' In-Reply-To: References: Message-ID: Fadel, You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the DataBase? There are instructions on this in the README for the upgrade. Kenn LBNL On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine < fadel.kamreddine at biond.net> wrote: > Hi, > > Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. > > We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 > > We installed RT 3.8.7 and copied all the RT schema to the new database > instance. > > We did a test by using new RT version on existing 11gr1 database and it > worked fine - this proves that the RT installation is fine we presume. > > We can login fine and browse through existing tickets, update existing > owned ticket but having issues when we need to create , take/assign a > ticket and > we cant see the contents of a ticket when it's not assigned > > Errors in rt log: > > > > [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type > 'Requestor' for ticket 79713: Could not create group > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) > > [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for > ticket > 79713. aborting Ticket creation. > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) > > [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due > to an internal error (/opt/rt3/share/html/Elements/Error:82) > > > Any ideas? > > Thanks! > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Wed Oct 27 17:17:05 2010 From: khera at kcilink.com (Vick Khera) Date: Wed, 27 Oct 2010 17:17:05 -0400 Subject: [rt-users] schema change/warning in upgrade to RT3.8.8 In-Reply-To: <8E28AC40-DAF9-4A1B-9965-3351D1ACDFBB@kcilink.com> References: <8E28AC40-DAF9-4A1B-9965-3351D1ACDFBB@kcilink.com> Message-ID: <88DDEFBA-43B1-4FE1-913C-9CD491DD7482@kcilink.com> On Oct 27, 2010, at 9:43 AM, Vick Khera wrote: > Any recommendations on how to fix? It is hard to trace the schema relations since there are not FK's defined, so I'm not sure how to update the group id references or if I need to. Also, is this table supposed to be really huge? I have over 700k tuples in it! In awesome form, I'll reply to myself ;-) Looks like there are two "groups" that are duplicate groupid+member id. It should be plenty easy to clean that up. What other table refers to the groupmembers.id field? I can just update those, delete the dupes, and have a nice unique index. Basically I did this: select groupid,memberid,count(*) from groupmembers group by groupid,memberid having count(*) > 1; It gave me this: groupid | memberid | count ---------+----------+------- 466380 | 134922 | 2 386385 | 134922 | 2 From falcone at bestpractical.com Wed Oct 27 20:17:42 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 27 Oct 2010 20:17:42 -0400 Subject: [rt-users] schema change/warning in upgrade to RT3.8.8 In-Reply-To: <88DDEFBA-43B1-4FE1-913C-9CD491DD7482@kcilink.com> References: <8E28AC40-DAF9-4A1B-9965-3351D1ACDFBB@kcilink.com> <88DDEFBA-43B1-4FE1-913C-9CD491DD7482@kcilink.com> Message-ID: <20101028001742.GK616@jibsheet.com> On Wed, Oct 27, 2010 at 05:17:05PM -0400, Vick Khera wrote: > On Oct 27, 2010, at 9:43 AM, Vick Khera wrote: > > > Any recommendations on how to fix? It is hard to trace the schema > > relations since there are not FK's defined, so I'm not sure how to > > update the group id references or if I need to. Also, is this > > table supposed to be really huge? I have over 700k tuples in it! Size depends on your installation size. You may be interested in sbin/rt-validator's output -kevin > In awesome form, I'll reply to myself ;-) > > Looks like there are two "groups" that are duplicate groupid+member id. It should be plenty easy to clean that up. What other table refers to the groupmembers.id field? I can just update those, delete the dupes, and have a nice unique index. > > Basically I did this: > > select groupid,memberid,count(*) from groupmembers group by groupid,memberid having count(*) > 1; > > It gave me this: > > groupid | memberid | count > ---------+----------+------- > 466380 | 134922 | 2 > 386385 | 134922 | 2 > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Thu Oct 28 06:17:09 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 28 Oct 2010 14:17:09 +0400 Subject: [rt-users] Remove (no value) from drop down list. In-Reply-To: References: Message-ID: Hi You either use a scrip to set default value if user didn't pick any (i believe there is such on the wiki) or you use callbacks to preset default and make cf mandatory with paternal through UI. Regards, Ruslan. From phone. 2010 10 26 22:15 ???????????? "Jason Edgar" ???????: > I created a custom field of type 'Select one value'(i.e. a dropdown menu). > At the top of the menu is a (no value) option. How do I get rid of this? > Many thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Thu Oct 28 08:54:01 2010 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 28 Oct 2010 14:54:01 +0200 Subject: [rt-users] dont reopen In-Reply-To: <4CC5E3B0.9000906@netsandbox.de> References: <20101021201202.GK57409@obspm.fr> <4CC5E3B0.9000906@netsandbox.de> Message-ID: <20101028125401.GR21842@obspm.fr> Le 25/10/2010 ? 22:08:16+0200, Christian Loos a ?crit > Hi, > > i just added your version of this to the wiki page. > > We only allow re-opening the ticket if it is resolved less then 7 days. > If the ticket is resolved more than 7 days, the requestor gets an mail > (template), that it isn't allowed to re-open the ticket. > Lots of thanks for all. I'm going to try this. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 28 oct 2010 14:53:39 CEST From mikecarel at yahoo.com Thu Oct 28 09:11:02 2010 From: mikecarel at yahoo.com (Michael P. Carel) Date: Thu, 28 Oct 2010 21:11:02 +0800 (SGT) Subject: [rt-users] Per UserGroup Search In-Reply-To: <20101028125401.GR21842@obspm.fr> Message-ID: <999539.6927.qm@web76814.mail.sg1.yahoo.com> Hi to all, I'm just new and currently exploring RT functionality and features. Currently I'm having problem in searching ticket which belong to a certain group. I've tried the "MemberOf" search but its not working. Ex: group name: support queue: trouble ticket search: Queue = 'trouble ticket' AND MemberOf = 'support' Thanks in advance for any help and replies. --Mike From reuteras at gmail.com Thu Oct 28 09:30:08 2010 From: reuteras at gmail.com (=?UTF-8?Q?Peter_Reuter=C3=A5s?=) Date: Thu, 28 Oct 2010 15:30:08 +0200 Subject: [rt-users] Keyboard shortcuts for RT Message-ID: Hi, Since I have to sort through a queue in RT with a high percentage of spam (we don't remove spam for our postmaster queue) I thought it would be useful with some keyboard shortcuts like n (for next), x (spam), o (open), t (take) etc for RT. I found a javascript tool from Acunote (1) and made http://github.com/reuteras/RT-keyboard-shortcuts which is a Greasemonkey (2) script that adds some keyboard shortcuts to RT. It's a very early release and I'm not a javascript developer but if it could be useful for anyone else I just wanted to let the community know that the tool exists and add bugs at github when you find them. A warning, it's very ease to do x,n,x,n... very quickly and perhaps miss a real ticket... /Peter (1) http://www.acunote.com/open-source/javascript-keyboard-shortcuts (2) https://addons.mozilla.org/en-US/firefox/addon/748/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 28 11:56:50 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 28 Oct 2010 08:56:50 -0700 Subject: [rt-users] Per UserGroup Search In-Reply-To: <999539.6927.qm@web76814.mail.sg1.yahoo.com> References: <20101028125401.GR21842@obspm.fr> <999539.6927.qm@web76814.mail.sg1.yahoo.com> Message-ID: Michael, To the best of my knowledge, there is no way to search for a group. Roles, yes. You could possibly make a group a "Cc" watcher and then search for "Cc's". Also, The "MemberOf" is for Parent/Child" relationships. Hope this helps. Kenn LBNL On Thu, Oct 28, 2010 at 6:11 AM, Michael P. Carel wrote: > > Hi to all, > > I'm just new and currently exploring RT functionality and features. > Currently I'm having problem in searching ticket which belong to a certain > group. I've tried the "MemberOf" search but its not working. > > Ex: > group name: support > queue: trouble ticket > > search: > > Queue = 'trouble ticket' AND MemberOf = 'support' > > > > Thanks in advance for any help and replies. > > --Mike > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 28 11:57:37 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 28 Oct 2010 08:57:37 -0700 Subject: [rt-users] Per UserGroup Search In-Reply-To: <999539.6927.qm@web76814.mail.sg1.yahoo.com> References: <20101028125401.GR21842@obspm.fr> <999539.6927.qm@web76814.mail.sg1.yahoo.com> Message-ID: Michael, To the best of my knowledge, there is no way to search for a group. Roles, yes. You could possibly make a group a "Cc" watcher and then search for "Cc's". Also, The "MemberOf" is for Parent/Child" relationships. Hope this helps. Kenn LBNL On Thu, Oct 28, 2010 at 6:11 AM, Michael P. Carel wrote: > > Hi to all, > > I'm just new and currently exploring RT functionality and features. > Currently I'm having problem in searching ticket which belong to a certain > group. I've tried the "MemberOf" search but its not working. > > Ex: > group name: support > queue: trouble ticket > > search: > > Queue = 'trouble ticket' AND MemberOf = 'support' > > > > Thanks in advance for any help and replies. > > --Mike > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Thu Oct 28 15:25:44 2010 From: khera at kcilink.com (Vick Khera) Date: Thu, 28 Oct 2010 15:25:44 -0400 Subject: [rt-users] schema change/warning in upgrade to RT3.8.8 In-Reply-To: <20101028001742.GK616@jibsheet.com> References: <8E28AC40-DAF9-4A1B-9965-3351D1ACDFBB@kcilink.com> <88DDEFBA-43B1-4FE1-913C-9CD491DD7482@kcilink.com> <20101028001742.GK616@jibsheet.com> Message-ID: <4B0134BF-57F4-4DDF-921E-9D8DBD962490@kcilink.com> On Oct 27, 2010, at 8:17 PM, Kevin Falcone wrote: > You may be interested in sbin/rt-validator's output Wow. 5.5 hours later it deleted a fair number of dangling data rows. However, my two duplicated groupmembers rows are still there. What trouble will it cause to not be a unique index on those columns? From hiro24 at gmail.com Thu Oct 28 16:22:07 2010 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 28 Oct 2010 16:22:07 -0400 Subject: [rt-users] Switching queues from comment link Message-ID: It's probably going to be something of a dirty hack but.. I'd like a one-stop shop where people can re-open resolved tickets, comment on them, and place them in appropriate queues. (helpdesk, billing, corp support, etc...) The obvious place for this seems to be the "Comment" link at the top right, as it has already the dropdowns to re-open the ticket, and a box for comments.. but I'd like to add in a drop-down to this page to tell it also which queue it needs to go to once I click "Update Ticket". I've looked around and I'm a little lost where to begin with something like this. Does anybody have any ideas how something like this could be done? -------------- next part -------------- An HTML attachment was scrubbed... URL: From hans.johnson at gmail.com Thu Oct 28 18:22:58 2010 From: hans.johnson at gmail.com (Hans Johnson) Date: Thu, 28 Oct 2010 15:22:58 -0700 Subject: [rt-users] Ignore Forwarding Email Address Message-ID: Hi All, I'm looking for a way to have RT not add a specific email address to the watchers list on ticket creation. Right now, we have our core email server configured to forward email sent to "support at company.com" to "support at rt.company.com". All further correspondence with the customer is then done through support at rt.company.comrather than through the main email server. This is all working quite well, with the notable exception that " support at company.com" gets added to the watchers list. Is there any way to prevent this from happening? Thanks for your time, Hans Johnson -- --------------------------------------------- Hans Johnson (hans.johnson at gmail.com) B.ASc, Computer Engineering Simon Fraser University ... Si hoc legere scis numium eruditionis habes. -- Anonymous -------------- next part -------------- An HTML attachment was scrubbed... URL: From thierry.thelliez.tech at gmail.com Thu Oct 28 19:02:50 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 28 Oct 2010 17:02:50 -0600 Subject: [rt-users] REST interface and long file names? In-Reply-To: References: Message-ID: Another piece of info, the filename is 111 character long. Thierry From mikecarel at yahoo.com Thu Oct 28 19:09:12 2010 From: mikecarel at yahoo.com (Michael P. Carel) Date: Fri, 29 Oct 2010 07:09:12 +0800 (SGT) Subject: [rt-users] Per UserGroup Search Message-ID: <764612.29348.qm@web76814.mail.sg1.yahoo.com> Thanks for the input. If that's the case, is it possible using a scrip to automatically include a CC group if the ticket belong to a certain group? Example: Queue: Trouble Ticket Owner: Jason (which belong to SupportGroup) CCGroup: SupportGroupCC If I select Jason as Ticket Owner, CC watcher will be SupportGroupCC. As per checking CC and Admin Watcher can only be done via Queues only. Thanks, Mike --- On Thu, 10/28/10, Kenneth Crocker wrote: From: Kenneth Crocker Subject: Re: [rt-users] Per UserGroup Search To: rt-users at lists.bestpractical.com Date: Thursday, October 28, 2010, 11:57 PM Michael, To the best of my knowledge, there is no way to search for a group. Roles, yes. You could possibly make a group a "Cc" watcher and then search for "Cc's". Also, The "MemberOf" is for Parent/Child" relationships. Hope this helps. Kenn LBNL On Thu, Oct 28, 2010 at 6:11 AM, Michael P. Carel wrote: Hi to all, I'm just new and currently exploring RT functionality and features. Currently I'm having problem in searching ticket which belong to a certain group. I've tried the "MemberOf" search but its not working. Ex: group name: support queue: trouble ticket search: Queue = 'trouble ticket' AND MemberOf = 'support' Thanks in advance for any help and replies. --Mike From thierry.thelliez.tech at gmail.com Thu Oct 28 18:47:14 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 28 Oct 2010 16:47:14 -0600 Subject: [rt-users] REST interface and long file names? Message-ID: I found a strange answer from RT while calling the REST interface. You can see below that extra lines are added before and after the Subject line. This does not work well with rt-client (ruby library) while parsing the answer. There should not be these extra lines. Is that because we have a long filename? Or a comma in the title? ' RT/3.8.7 200 Ok id: 1302 Subject: xxxxxxxx_xxxxxx_xxxx_xxxxxx_xxxxxxx_xxxxx_xxxx xxx xxxxxxxx xxxx xxxxxx xxxxxxx xxxxxxxxxx xx., xxx..xls Creator: 574 Created: 2010-06-08 02:09:24 Transaction: 1970 Parent: 1300 ' Thanks, Thierry From ruz at bestpractical.com Thu Oct 28 22:39:49 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 29 Oct 2010 06:39:49 +0400 Subject: [rt-users] schema change/warning in upgrade to RT3.8.8 In-Reply-To: <4B0134BF-57F4-4DDF-921E-9D8DBD962490@kcilink.com> References: <8E28AC40-DAF9-4A1B-9965-3351D1ACDFBB@kcilink.com> <88DDEFBA-43B1-4FE1-913C-9CD491DD7482@kcilink.com> <20101028001742.GK616@jibsheet.com> <4B0134BF-57F4-4DDF-921E-9D8DBD962490@kcilink.com> Message-ID: On Thu, Oct 28, 2010 at 11:25 PM, Vick Khera wrote: > > On Oct 27, 2010, at 8:17 PM, Kevin Falcone wrote: > >> You may be interested in sbin/rt-validator's output > > Wow. ?5.5 hours later it deleted a fair number of dangling data rows. > > However, my two duplicated groupmembers rows are still there. > > What trouble will it cause to not be a unique index on those columns? validator doesn't check uniqueness of group members records. So at this momement you have validated data and I think the right way to go is to delete duplicated group members records and run validator once again so it will cleanup cached group members records. As far as I can see you should delete both records in GM to properly clean CGM table, then add back members into groups using either UI or API. -- Best regards, Ruslan. From thierry.thelliez.tech at gmail.com Thu Oct 28 19:20:22 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 28 Oct 2010 17:20:22 -0600 Subject: [rt-users] REST interface and long file names? In-Reply-To: References: Message-ID: Here are few more details. The web interface access to this attachment works fine. Looking at the full header under Ticket/Display.html?ShowHeaders=1;id=123 shows the subject in one line. And I can download the attachment fine. But if I call REST/1.0/ticket/123/attachments/1302 then the mysterious two extra lines and the wrapping appear. Thierry From Claire.McAvinia at nuim.ie Fri Oct 29 06:18:25 2010 From: Claire.McAvinia at nuim.ie (Claire.McAvinia at nuim.ie) Date: Fri, 29 Oct 2010 11:18:25 +0100 Subject: [rt-users] RT access for Tom Message-ID: Hi Jason, I've been able to set up Tom Byrne as an Administrator in Moodle via the Roles setting which we didn't used to have in 1.6. But if you have a second today, would you be able to set him up for Request Tracker? He'll be starting on Support from Monday so this would be great. (username: tbyrne, email: thomas.l.byrne at nuim.ie). thanks a million, Claire ____________________________ Claire McAvinia Learning Technologist Centre for Teaching and Learning Education House NUI Maynooth Maynooth Co Kildare Ireland tel: 353 0 1 708 6287 claire.mcavinia at nuim.ie -------------- next part -------------- An HTML attachment was scrubbed... URL: From thierry.thelliez.tech at gmail.com Fri Oct 29 12:04:52 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 29 Oct 2010 10:04:52 -0600 Subject: [rt-users] rt-client ruby: Problem with large attachments Message-ID: An end user posted a 16mb attachment (pdf) and rt-client does not like it. The regular expression on 'Content' shocks. Stack overflow in regexp matcher: /Content:\s+(.)/m (RegexpError) That's in get_attachment in client.rb (I am using ruby 1.8.7 p302) Thierry From thierry.thelliez.tech at gmail.com Fri Oct 29 12:13:50 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 29 Oct 2010 10:13:50 -0600 Subject: [rt-users] REST interface and long file names? In-Reply-To: References: Message-ID: I fixed the issue on the client side (rt-client in ruby). It should be fixed on the server side but I am not intimate enough for the RT code to propose a fix. In rt-client / client.rb / get_attachment, I replaced headers = TMail::Mail.parse(resp) with resp.gsub!(/(id:\s.*\n)\n/,'\1') #Extra line after id: resp.gsub!(/\n(\nCreator:\s)/,'\1') #Extra line before Creator: resp.gsub!(/(Subject:\s.*)\n\s+(.*\n)/,'\1 \2') #Subject wrapping headers = TMail::Mail.parse(resp) Thierry From hiro24 at gmail.com Fri Oct 29 13:29:37 2010 From: hiro24 at gmail.com (Chris Hall) Date: Fri, 29 Oct 2010 13:29:37 -0400 Subject: [rt-users] Switching queues from comment link In-Reply-To: References: Message-ID: Nevermind, figured it out.. in Updates.html added.... <&|/l&>Queue: <%$SelectQueue|n%> ......... my $SelectQueue = $m->scomp("/Elements/SelectQueue", Name => 'Queue', Default =>$TicketObj->QueueObj->Id, ShowNullOption => 0); On Thu, Oct 28, 2010 at 4:22 PM, Chris Hall wrote: > It's probably going to be something of a dirty hack but.. I'd like a > one-stop shop where people can re-open resolved tickets, comment on them, > and place them in appropriate queues. (helpdesk, billing, corp support, > etc...) The obvious place for this seems to be the "Comment" link at the > top right, as it has already the dropdowns to re-open the ticket, and a box > for comments.. but I'd like to add in a drop-down to this page to tell it > also which queue it needs to go to once I click "Update Ticket". I've > looked around and I'm a little lost where to begin with something like this. > Does anybody have any ideas how something like this could be done? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Fri Oct 29 14:47:50 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 29 Oct 2010 14:47:50 -0400 Subject: [rt-users] Users can see too many tickets Message-ID: I don't want my users to be able to see tickets in queues where they don't have privileges. All my users are privileged and AdminCc on one queue or another. I copied my permissions below. There are no groups with rights. Why are people able to view tickets when they have no rights on that queue (aren't Owner, Requestor, Cc or AdminCc) Everyone: CreateTicket ReplyToTicket Privileged: CreateOwnDashboard DeleteOwnDashboard ForwardMessage LoadSavedSearch ModifyOwnDashboard ModifySelf SeeOwnDashboard ShowSavedSearches SubscribeDashboard Watch Unprivileged: [none] Owner: ModifyTicket ShowTicket ShowTicketComments Requestor: ShowTicket Cc: SeeQueue ShowTicket AdminCC: CommentOnTicket DeleteTicket ModifyCustomField ModifyOwnMembership ModifyQueueWatchers ModifyTicket OwnTicket SeeCustomField ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket WatchAsAdminCc Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmaderios at kpunet.net Fri Oct 29 15:24:40 2010 From: jmaderios at kpunet.net (Jason Maderios) Date: Fri, 29 Oct 2010 11:24:40 -0800 Subject: [rt-users] Problem removing group members from groups. Message-ID: <0B64B2338BD94140B355CD2260D5D70B@kputelco> All, I am getting the following error: [Fri Oct 29 19:14:21 2010] [warning]: Unable to revoke delegated rights for principal 30073 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) When trying to remove a group as a member from another group. The goal of this is to remove the group from admincc. In RT/Admin/Edit the Group MTA I am unable to remove a Group that is a member of this group. The GUI error is "Member not deleted" The error log error is listed above. I have checked all group and queue permissions and they are all set to "No Value" There are no visible relation ships between the 2 queues. Any thoughts? Jason Maderios -------------- next part -------------- An HTML attachment was scrubbed... URL: From toml at bitstatement.net Fri Oct 29 15:44:46 2010 From: toml at bitstatement.net (Tom Lahti) Date: Fri, 29 Oct 2010 12:44:46 -0700 Subject: [rt-users] REST interface and long file names? In-Reply-To: References: Message-ID: Jesse's intent for the REST interface was to be RFC822 compliant, and that ain't. So I while I could probably make rt-client tolerate it, I probably should push this to Jesse as REST isn't working the way he intended in this case. It will probably cause issues with other systems that interface with RT's REST API as well. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Oct 28, 2010, at 3:47 PM, Thierry Thelliez wrote: > I found a strange answer from RT while calling the REST interface. > You can see below that extra lines are added before and after the > Subject line. This does not work well with rt-client (ruby library) > while parsing the answer. There should not be these extra lines. > > Is that because we have a long filename? Or a comma in the title? > > > > ' > RT/3.8.7 200 Ok > > id: 1302 > > Subject: xxxxxxxx_xxxxxx_xxxx_xxxxxx_xxxxxxx_xxxxx_xxxx xxx xxxxxxxx > xxxx xxxxxx xxxxxxx xxxxxxxxxx xx., xxx..xls > > Creator: 574 > Created: 2010-06-08 02:09:24 > Transaction: 1970 > Parent: 1300 > ' > > > Thanks, > Thierry From thierry.thelliez.tech at gmail.com Fri Oct 29 16:23:32 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 29 Oct 2010 14:23:32 -0600 Subject: [rt-users] REST interface and long file names? In-Reply-To: References: Message-ID: Agreed. My fix is just temporary for someone else that could encounter the same issue now. The real fix should be on the RT side. I am not familiar enough with the RT stack to find where the issue is. When I print the attachment subject from Perl, it does wrap on two lines. Maybe the issue is even earlier in the process? Data entry? Thierry From bferrell at baywinds.org Sat Oct 30 01:07:32 2010 From: bferrell at baywinds.org (Bruce Ferrell) Date: Fri, 29 Oct 2010 22:07:32 -0700 Subject: [rt-users] Moved from one server to another, now have text display problems Message-ID: <4CCBA814.8030900@baywinds.org> Hi all, I've just moved a 3.6.3 RT instance from one server to another (it's a long story) and now some of the column headings are showing as as uni-code characters. The old server was a debian 4 with perl 5.8.8 and the new server is suse 11.3 with perl 5.12 I'm open to suggestions for what I might check. Bruce From ruz at bestpractical.com Sat Oct 30 10:27:09 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 30 Oct 2010 18:27:09 +0400 Subject: [rt-users] Moved from one server to another, now have text display problems In-Reply-To: <4CCBA814.8030900@baywinds.org> References: <4CCBA814.8030900@baywinds.org> Message-ID: Hi. Can you share more details? Regards, Ruslan. From phone. 2010 10 30 09:08 ???????????? "Bruce Ferrell" ???????: > Hi all, > > I've just moved a 3.6.3 RT instance from one server to another (it's a > long story) and now some of the column headings are showing as as > uni-code characters. The old server was a debian 4 with perl 5.8.8 and > the new server is suse 11.3 with perl 5.12 > > I'm open to suggestions for what I might check. > > Bruce > -------------- next part -------------- An HTML attachment was scrubbed... URL: From akos.torok at docca.hu Sat Oct 30 11:55:22 2010 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Sat, 30 Oct 2010 17:55:22 +0200 Subject: [rt-users] Update.html qoutes TO and CC fields (if you want reply to all) Message-ID: Hi All, Problem: I had a small annoying problem: when I reply to an email on the Display.html (ticket history) acting as "reply to all" I can see too few information, only these: who wrote this message and when. No sign of other to's and cc's. I always had to look into the ticket history to obtain the other recipients (to's and cc's). Solution: Now I put a few lines into the MessageBox file (html/Elements/MessageBox) to show more header info on the top of the qouted message. (I know it could be cleaner - I'm not a perl master.) Next step: I'd be happy to have a "reply all comment" link at all the transactions on the Display.html, and fulfilled the "one time cc" field with all the recipients. If anyone has manpower to carry on, I would be happy. If not, I'll be back (sooner or later) with that patch. Regards, Akos -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: MessageBox.patch Type: application/octet-stream Size: 1235 bytes Desc: not available URL: From o.nash at cs.ucc.ie Sun Oct 31 10:08:41 2010 From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie) Date: Sun, 31 Oct 2010 14:08:41 +0000 (GMT) Subject: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8 Message-ID: Hi all, need advice on migrating to newer rt version. I built rt-3.8.8 on a new server [ubuntu 10.0.4 with perl 5.10 ] All went ok got rt at a glance page up fine. Then I took a dump of rt3 database from our running instance rt-3.6.3. loaded this into the new rt3 database did the upgrade [from the src tree dir] : /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade But apache fails to start after this. With this error: RT since version 3.8 has new schema for MySQL versions after 4.1.0\nFollow instructions in the UPGRADING.mysql file. at /opt/rt3/bin/webmux.pl line 146.\nCompilation failed in require at (eval 2) line 1.\n [Sun Oct 31 12:57:39 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server 192.168.0.7:80, exiting... Then I tried:- etc/upgrade/upgrade-mysql-schema.pl rt3 root PASSWORD > 3.8queries.sql and: mysql -u root -p rt3 < ./3.8queries.sql still fails to start apache With slightly different errors: [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /usr/local/apache2) at (eval 1318) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n [Sun Oct 31 13:44:09 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server 192.168.0.7:80, exiting... Perhaps I should have dropped the rt-3.8.8 database and created a new blank one befor the import? Any advice much appreciated. -- Oliver Nash From falcone at bestpractical.com Sun Oct 31 20:05:07 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 31 Oct 2010 20:05:07 -0400 Subject: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8 In-Reply-To: References: Message-ID: <20101101000507.GL616@jibsheet.com> On Sun, Oct 31, 2010 at 02:08:41PM +0000, o.nash at cs.ucc.ie wrote: > With slightly different errors: > [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm > in @INC (@INC contains: /opt/rt3/bin/../local/lib > /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.1 > /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . > /usr/local/apache2) at (eval 1318) line 3.\n\nCompilation failed in > require at (eval 2) line 1.\n > [Sun Oct 31 13:44:09 2010] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server 192.168.0.7:80, exiting... > Go back to your 3.6 instance and find the Scrip where you set an empty Action and instead either delete that Scrip or pick a proper Action. Then rerun the conversion -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: