<p>Sir<br>
Send me your number i call you<br>
0096898973423 0096896337356</p>
<div class="gmail_quote">On Jul 17, 2014 4:00 PM, <<a href="mailto:rt-users-request@lists.bestpractical.com">rt-users-request@lists.bestpractical.com</a>> wrote:<br type="attribution"><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
Send rt-users mailing list submissions to<br>
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or, via email, send a message with subject or body 'help' to<br>
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When replying, please edit your Subject line so it is more specific<br>
than "Re: Contents of rt-users digest..."<br>
<br>
<br>
Today's Topics:<br>
<br>
1. Re: Status '' isn't valid status for tickets in this queue<br>
Error (Alex Peters)<br>
2. [rt-announce] RT 4.0.21 released (Alex Vandiver)<br>
3. [rt-announce] RT 4.2.6 released (Alex Vandiver)<br>
4. using RT to run complex queries (Boris Epstein)<br>
5. Optional Modules (Hef)<br>
6. Re: Optional Modules (Alex Vandiver)<br>
7. Re: Triggering an API call to external application (pj loh)<br>
8. how to migrate request-tracker database from sqlite3 to mysql<br>
(Ajay Kumar)<br>
9. Adding Template content to the reply box (AJ)<br>
10. Re: Adding Template content to the reply box (Alex Peters)<br>
11. How can you use requestor info in custom field (AdamThomas)<br>
12. Daily report time worked (AdamThomas)<br>
13. Custom Field values driving the contents of other custom<br>
fields (Mike Johnson)<br>
<br>
<br>
----------------------------------------------------------------------<br>
<br>
Message: 1<br>
Date: Thu, 17 Jul 2014 02:01:12 +1000<br>
From: Alex Peters <<a href="mailto:alex@peters.net">alex@peters.net</a>><br>
To: "Wendi M." <<a href="mailto:wendi413@gmail.com">wendi413@gmail.com</a>><br>
Cc: "<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>"<br>
<<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
Subject: Re: [rt-users] Status '' isn't valid status for tickets in<br>
this queue Error<br>
Message-ID:<br>
<<a href="mailto:CAFdkmpuCaRS6oGm-T05k9fXa58vohxhfGBcEXSSmwEUi0%2BCqmg@mail.gmail.com">CAFdkmpuCaRS6oGm-T05k9fXa58vohxhfGBcEXSSmwEUi0+Cqmg@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Have you enabled debug logging? The output of the log during the attempted<br>
ticket creation could be of great assistance.<br>
<br>
Is the problem specific to this user? Can you confirm that she's<br>
attempting to create the ticket via email and not via the web? If she has<br>
web access, do you know whether the problem exists there also?<br>
<br>
<br>
On 17 July 2014 01:51, Wendi M. <<a href="mailto:wendi413@gmail.com">wendi413@gmail.com</a>> wrote:<br>
<br>
> I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email<br>
><br>
> Sub: Ticket creation failed: ticket ####<br>
><br>
> Status '' isn't a valid status for tickets in this queue.<br>
><br>
> She had made a ticket in a queue as usual and tried to change the status and received this error. I'm confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?<br>
><br>
> We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can't find anything. I'd love to upgrade, but I am pretty lost on that process.<br>
><br>
> Thanks in advance!<br>
><br>
><br>
> --<br>
> RT Training - Boston, September 9-10<br>
> <a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br>
><br>
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<br>
Message: 2<br>
Date: Wed, 16 Jul 2014 13:24:49 -0400<br>
From: Alex Vandiver <<a href="mailto:alexmv@bestpractical.com">alexmv@bestpractical.com</a>><br>
To: <a href="mailto:rt-announce@lists.bestpractical.com">rt-announce@lists.bestpractical.com</a><br>
Subject: [rt-users] [rt-announce] RT 4.0.21 released<br>
Message-ID: <<a href="mailto:53C6B561.9080305@bestpractical.com">53C6B561.9080305@bestpractical.com</a>><br>
Content-Type: text/plain; charset="us-ascii"<br>
<br>
RT 4.0.21 -- 2014-07-16<br>
-----------------------<br>
<br>
We are pleased to announce that RT 4.0.21 is now available.<br>
<br>
<a href="http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz" target="_blank">http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz</a><br>
<a href="http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz.sig" target="_blank">http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz.sig</a><br>
<br>
SHA1 sums<br>
<br>
17ed0ac4aca9772223597f8df54745ad85a86bc5 rt-4.0.21.tar.gz<br>
f3e76559f2f5fd5b7e925b2cfb51011f5b297856 rt-4.0.21.tar.gz.sig<br>
<br>
This release is primarily a bugfix release; changes of note include:<br>
<br>
General user UI<br>
* Granting rights to new groups no longer requires clicking in textbox<br>
twice in firefox (#29911)<br>
* Canonicalize CF values (including dates, IP addresses, and IP ranges)<br>
before comparing to the database value; this prevents spurious<br>
"changed from a to a" messages.<br>
* Quick Create now defaults to the lifecycle's default create status,<br>
instead of hardcoding "new"<br>
<br>
Admin<br>
* DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,<br>
it has been blacklisted. If you are using PostgreSQL as your<br>
database and have DBD::Pg 3.3.0 installed, you will need to download<br>
and install DBD::Pg 3.2.1 from CPAN.<br>
* rt-fulltext-indexer now locks, to prevent more than one instance from<br>
running at once (#17423)<br>
* Quiet a warning in the logo auto-color-detection.<br>
* Bump CGI dependency (under perl 5.20 and above, only) to quash<br>
warnings about CGI.pm's deprecation in core (#29053)<br>
* For compatibility with RT::Extension::MergeUsers, ensure that<br>
Shredder checks that a user (possibly resolved from a merged user) is<br>
valid before attempting to shred them<br>
* Correctly detect presence of graphviz binary (`dot`), instead of<br>
libgraph.so, for perl dependency calculation<br>
<br>
Developer<br>
* Tests now pass again using RT_TEST_WEB_HANDLER=inline<br>
* ->AddCustomFieldValues no longer allows adding repeated values<br>
(#4553)<br>
<br>
Documentation<br>
* Updated example plugins used in documentation<br>
* Documentation for ColumnMap<br>
* Correct a reference to max_allowed_packet in backup documentation<br>
* Document explicit steps for adding a new status to a lifecycle<br>
<br>
<br>
A complete changelog is available from git by running:<br>
git log rt-4.0.20..rt-4.0.21<br>
or visiting<br>
<a href="https://github.com/bestpractical/rt/compare/rt-4.0.20...rt-4.0.21" target="_blank">https://github.com/bestpractical/rt/compare/rt-4.0.20...rt-4.0.21</a><br>
_______________________________________________<br>
rt-announce mailing list<br>
<a href="mailto:rt-announce@lists.bestpractical.com">rt-announce@lists.bestpractical.com</a><br>
<a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce" target="_blank">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce</a><br>
<br>
<br>
------------------------------<br>
<br>
Message: 3<br>
Date: Wed, 16 Jul 2014 13:26:23 -0400<br>
From: Alex Vandiver <<a href="mailto:alexmv@bestpractical.com">alexmv@bestpractical.com</a>><br>
To: <a href="mailto:rt-announce@lists.bestpractical.com">rt-announce@lists.bestpractical.com</a><br>
Subject: [rt-users] [rt-announce] RT 4.2.6 released<br>
Message-ID: <<a href="mailto:53C6B5BF.6010607@bestpractical.com">53C6B5BF.6010607@bestpractical.com</a>><br>
Content-Type: text/plain; charset="us-ascii"<br>
<br>
RT 4.2.6 -- 2014-07-16<br>
----------------------<br>
<br>
We are pleased to announce that RT 4.2.6 is now available.<br>
<br>
<a href="http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz" target="_blank">http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz</a><br>
<a href="http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz.asc" target="_blank">http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz.asc</a><br>
<br>
SHA1 sums<br>
<br>
3a876015da1330ed58719997979c1346dca2df75 rt-4.2.6.tar.gz<br>
527ad4a5a5918ea29c8fa128c59312239faf35d0 rt-4.2.6.tar.gz.asc<br>
<br>
This release is primarily a bugfix release; of particular note is that<br>
it contains schema changes for MySQL. Though the changes are quite<br>
limited, it is especially important to take, and verify you can recover<br>
from, a database backup prior to upgrading.<br>
<br>
Also of note, it fixes a regression in 4.2.5 regarding unsetting core<br>
date fields, and now allows HTML tables in ticket history if the<br>
optional HTML::Gumbo module is installed.<br>
<br>
<br>
General web UI<br>
* Fix a regression introduced in 4.2.4, which caused lack of formatting<br>
of plain text when responding via the rich text editor.<br>
* Allow tables in HTML mail if the optional HTML::Gumbo dependency is<br>
installed<br>
* Fix a regression in 4.2.5 which prevented core date fields (Due,<br>
Starts, etc) from being unset (#30180)<br>
* Hide empty transaction custom fields when they have no value; this<br>
fixes a regression in 4.2.1 where transaction custom fields began<br>
displaying on all transactions. (#29757)<br>
* Allow searching on requestor city, state, zip, and country in query<br>
builder (#26960)<br>
* Don't attempt to parse IP/Date(time) CFs if the value is NULL; this<br>
prevents warnings.<br>
* Remove border-radius: 0 to allow Firefox to use native text entry<br>
widgets (#28233)<br>
* Allow Firefox to reflow the data table below the chart on rudder<br>
* Whitelist user search from CSRF restrictions<br>
* Only include closing paren in MakeClicky link if it included an open<br>
paren (#29064)<br>
* Canonicalize CF values (including dates, IP addresses, and IP ranges)<br>
before comparing to the database value; this prevents spurious<br>
"changed from a to a" messages.<br>
* Allow downloading 0-length files if they have a filename (#9050)<br>
* Quick Create now defaults to the lifecycle's default create status,<br>
instead of hardcoding "new"<br>
* Show Wikitext CFs in bulk update<br>
* Add autocompletion to link boxes on bulk update<br>
<br>
Internationalization<br>
* Add localization strings for Articles admin pages<br>
* Add localization strings for user "Create Ticket" user summary<br>
portlet<br>
* Add new #loc{key} form, to allow for more concise Lifecyles in config<br>
* Updated German translation<br>
<br>
Web administration<br>
* Provide a default Category on External custom fields, for performance<br>
* Provide a new "Notify Owner or AdminCCs" action<br>
* Move search widgets for custom field admin interface to the top of<br>
the page, to match other admin pages<br>
* Use "LIKE" as the default search operator in the queue admin<br>
interface<br>
* Enable searching by Lifecycle and SubjectTag in the queue admin<br>
interface<br>
* Add SubjectTag to the default AdminSearchResultFormat for queues<br>
* Move Disabled to the last column of the default Queue admin search<br>
result format, to match Scrips<br>
* Add Disabled column to AdminSearchResultFormat for Classes,<br>
CustomFields, Groups, and Users<br>
* Add Disabled ColumnMap entry for Classes, Groups, and Users<br>
* Prevent RT from locking up if a too-large image was uploaded for the<br>
logo (#29929)<br>
* Fix bugs in cascaded CFs of radio buttons and checkboxes when<br>
categories contained spaces or periods.<br>
* Quiet "No valid Type specified" warnings from queue watcher page for<br>
user search results that were left blank (#29993)<br>
<br>
Server administration<br>
* DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,<br>
it has been blacklisted. If you are using PostgreSQL as your<br>
database and have DBD::Pg 3.3.0 installed, you will need to download<br>
and install DBD::Pg 3.2.1 from CPAN.<br>
* Allow the validator to fix incorrect values for Owner (#28403)<br>
* Fix a regression in 4.2.5 which caused errors when calling<br>
rt-crontool with a numeric --template argument.<br>
* Quiet warnings in the 4.2.2 upgrade step for users upgrading from<br>
4.0.x<br>
* Add not_member_of restriction for User shredder plugin<br>
* Warnings avoidance for RT::Attachments->Address when run as the<br>
System User<br>
* Update logo attribute as the current user, to allow auditing of who<br>
changed it last<br>
* Alter Links table on MySQL to support Unicode URLs (#19338)<br>
* Warn on non-ASCII right names (#19339)<br>
* Support Sphinx builds compiled with --enable-id64<br>
* For compatibility with RT::Extension::MergeUsers, ensure that<br>
Shredder checks that a user (possibly resolved from a merged user) is<br>
valid before attempting to shred them<br>
* Correctly detect presence of graphviz binary (`dot`), instead of<br>
libgraph.so, for perl dependency calculation<br>
* When merging instances with identical $Organization values, do not<br>
qualify groups and queues<br>
<br>
Developer<br>
* Move AboutThisUser callback back to /Ticket/Elements/ShowGroupMembers<br>
where it appears to originate, from where RT 4.2.0 accidentally moved<br>
it, /Elements/ShowPrincipal/AboutThisUser<br>
* Move all runtime module loading to UNIVERSAL::require<br>
* Correct error message from RT::Date->Timezone<br>
* Simplify code to assume Postgres 8.4, as RT 4.2 requires<br>
* Add more class and id attributes to user admin pages and preferences<br>
* Pass right number of arguments to sprintf, for Perl 5.22<br>
compatibility<br>
* Move sbin/rt-message-catalog into devel/tools and streamline to unify<br>
with Launchpad import format<br>
* Adjust more tests for RT_TEST_WEB_HANDLER=inline<br>
* Remove dependency checks in t/, as they are covered by required<br>
developer dependencies<br>
<br>
Documentation<br>
* Improved documentation for RT::Date<br>
* Link POD, URLs, and emails in HTML generated from README<br>
* Document "Satisfy any" technique for allowing rt-mailgate to post to<br>
RT when $WebRemoteUserAuth and Apache authentication is used<br>
* Document explicit steps for adding a new status to a lifecycle<br>
<br>
A complete changelog is available from git by running:<br>
git log rt-4.2.5..rt-4.2.6<br>
or visiting<br>
<a href="https://github.com/bestpractical/rt/compare/rt-4.2.5...rt-4.2.6" target="_blank">https://github.com/bestpractical/rt/compare/rt-4.2.5...rt-4.2.6</a><br>
_______________________________________________<br>
rt-announce mailing list<br>
<a href="mailto:rt-announce@lists.bestpractical.com">rt-announce@lists.bestpractical.com</a><br>
<a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce" target="_blank">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce</a><br>
<br>
<br>
------------------------------<br>
<br>
Message: 4<br>
Date: Wed, 16 Jul 2014 14:54:48 -0400<br>
From: Boris Epstein <<a href="mailto:borepstein@gmail.com">borepstein@gmail.com</a>><br>
To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: [rt-users] using RT to run complex queries<br>
Message-ID:<br>
<<a href="mailto:CADeF1XEucC2NdeRYCLmONcUxbVYfAEGCnn2cg4SmPVVpTQjOew@mail.gmail.com">CADeF1XEucC2NdeRYCLmONcUxbVYfAEGCnn2cg4SmPVVpTQjOew@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Hello all,<br>
<br>
I am wondering if I could do something like this via the rt CLI:<br>
<br>
1) List all users<br>
<br>
2) List all tickets including the resolved one<br>
<br>
3) List all tickets filed by a user whose city is, for instance, Chicago.<br>
<br>
etc.<br>
<br>
Thanks.<br>
<br>
Boris.<br>
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<br>
------------------------------<br>
<br>
Message: 5<br>
Date: Wed, 16 Jul 2014 14:28:40 -0500<br>
From: Hef <<a href="mailto:hef@pbrfrat.com">hef@pbrfrat.com</a>><br>
To: "<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>"<br>
<<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
Subject: [rt-users] Optional Modules<br>
Message-ID:<br>
<CADk-iPcZAE1QwAZtkDp0MFi=<a href="mailto:wKSxDUiHittx7JRfALAX6hnFpg@mail.gmail.com">wKSxDUiHittx7JRfALAX6hnFpg@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an<br>
optional module.<br>
<br>
Is there a list of Optional Modules somewhere?<br>
<br>
I was unable to locate a list on the website.<br>
<br>
--hef<br>
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<br>
------------------------------<br>
<br>
Message: 6<br>
Date: Wed, 16 Jul 2014 16:19:39 -0400<br>
From: Alex Vandiver <<a href="mailto:alexmv@bestpractical.com">alexmv@bestpractical.com</a>><br>
To: Hef <<a href="mailto:hef@pbrfrat.com">hef@pbrfrat.com</a>>, <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] Optional Modules<br>
Message-ID: <<a href="mailto:53C6DE5B.5010302@bestpractical.com">53C6DE5B.5010302@bestpractical.com</a>><br>
Content-Type: text/plain; charset=ISO-8859-1<br>
<br>
On 07/16/2014 03:28 PM, Hef wrote:<br>
> I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an<br>
> optional module.<br>
><br>
> Is there a list of Optional Modules somewhere?<br>
<br>
For the most part, optional dependencies are controlled by<br>
configure-time options, or documented in RT_SiteConfig.pm. We perhaps<br>
should add a configure-time option for HTML::Gumbo, to make it more<br>
prominent than a mere mention by PreferRichText in RT_Config.pm. Since<br>
we don't add required dependencies during a stable series, adding an<br>
optional dependency is how we sneak in things that are (in truth) new<br>
features, but don't want to wait until the next major series.<br>
<br>
The current set of runtime optional dependencies is:<br>
* Graphviz - Controlled via the --enable-graphviz option to configure,<br>
enables ticket relationship graphs<br>
* GD - Controlled via the --enable-gd option to configure, enables bar<br>
and pie charts in reports<br>
* GnuPG::Interface - Controlled via the --enable-gnupg option to<br>
configure, enables RT's GnuPG integration<br>
* Encode::Guess - Documented in RT_Config.pm, used to guess unknown<br>
input encodings from a fixed list<br>
* Encode::Detect::Detector - Documented in RT_Config.pm, used to guess<br>
unknown input encodings by examining the bytes<br>
* HTML::Gumbo - Documented in RT_Config.pm, used to sanitize HTML<br>
before display, which allows for display of tables in HTML mail<br>
<br>
- Alex<br>
<br>
<br>
------------------------------<br>
<br>
Message: 7<br>
Date: Thu, 17 Jul 2014 08:20:55 +0800<br>
From: pj loh <<a href="mailto:optimints@gmail.com">optimints@gmail.com</a>><br>
To: Alex Peters <<a href="mailto:alex@peters.net">alex@peters.net</a>><br>
Cc: "<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>"<br>
<<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
Subject: Re: [rt-users] Triggering an API call to external application<br>
Message-ID:<br>
<CAD=v5=pMPspLx2pnaO7=<a href="mailto:1H%2BJVDEG0WcHpKC4QRO3ud25p4S_Uw@mail.gmail.com">1H+JVDEG0WcHpKC4QRO3ud25p4S_Uw@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="iso-8859-1"<br>
<br>
Hi Alex,<br>
<br>
Thanks. Will look into these<br>
<br>
PJ<br>
<br>
<br>
On 16 July 2014 22:44, Alex Peters <<a href="mailto:alex@peters.net">alex@peters.net</a>> wrote:<br>
<br>
> The cleanest way would be through a scrip, as you correctly suspected.<br>
> Simply write Perl code to call the API in the required manner, probably<br>
> using LWP::UserAgent (or possibly WWW::Mechanize).<br>
><br>
><br>
> On 16 July 2014 21:43, pj loh <<a href="mailto:optimints@gmail.com">optimints@gmail.com</a>> wrote:<br>
><br>
>> Hi,<br>
>><br>
>> I'd like to, at the creation of a ticket, trigger an external<br>
>> application's API. The external application expects HTTP GET/ POST requests<br>
>> and returns results via the same way, so I'm wondering if it's possible to<br>
>> do that via scrips. Since there are modules such as LWP in PERL, I'm<br>
>> wondering if I can use that, but I'd like to see if this has been done (and<br>
>> how).<br>
>><br>
>> Can anyone point me in the right direction if this is possible?<br>
>><br>
>> Thanks,<br>
>> PJ<br>
>><br>
>> --<br>
>> RT Training - Boston, September 9-10<br>
>> <a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br>
>><br>
><br>
><br>
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Message: 8<br>
Date: Thu, 17 Jul 2014 12:58:04 +0530<br>
From: Ajay Kumar <<a href="mailto:joinajay1@gmail.com">joinajay1@gmail.com</a>><br>
To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Cc: "Ashok \(ESDS \)" <<a href="mailto:ashok@esds.co.in">ashok@esds.co.in</a>><br>
Subject: [rt-users] how to migrate request-tracker database from<br>
sqlite3 to mysql<br>
Message-ID:<br>
<<a href="mailto:CAL41znOqNV9CFwFCB4wA95MoaZjL3Bc5QONkNLp4x9ZPVM6UfA@mail.gmail.com">CAL41znOqNV9CFwFCB4wA95MoaZjL3Bc5QONkNLp4x9ZPVM6UfA@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Hi,<br>
Have any one has migrated request-tracker database from sqlite3 to mysql<br>
successfully?If yes, pls share the steps. I am using rt 4.2.1.We tried<br>
recently then I was not able to create ticket and getting below mentioned<br>
error:<br>
Ticket could not be created due to an internal error<br>
Can anyone help pls.<br>
Regards,<br>
Ajay<br>
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Message: 9<br>
Date: Thu, 17 Jul 2014 05:04:18 -0700 (PDT)<br>
From: AJ <<a href="mailto:aaron.mccarthy@southwestern.ie">aaron.mccarthy@southwestern.ie</a>><br>
To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: [rt-users] Adding Template content to the reply box<br>
Message-ID: <<a href="mailto:1405598658468-57957.post@n7.nabble.com">1405598658468-57957.post@n7.nabble.com</a>><br>
Content-Type: text/plain; charset=us-ascii<br>
<br>
Hi all,<br>
<br>
I have just made 29 templates and made a custom field containing all the<br>
names of the templates. The user chooses the template, replies to a ticket<br>
and includes all the variables in the transaction content.<br>
<br>
However, they do not want it to work in this way.<br>
<br>
They want it to have this behaviour:<br>
<br>
When the user selects the custom field value for the template, it will<br>
insert the contents of that template into the body of the reply so they can<br>
edit anything that needs to be changed/included before sending.<br>
<br>
Is there a way to do this?<br>
<br>
<br>
<br>
--<br>
View this message in context: <a href="http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html" target="_blank">http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html</a><br>
Sent from the Request Tracker - User mailing list archive at Nabble.com.<br>
<br>
<br>
------------------------------<br>
<br>
Message: 10<br>
Date: Thu, 17 Jul 2014 22:06:41 +1000<br>
From: Alex Peters <<a href="mailto:alex@peters.net">alex@peters.net</a>><br>
To: AJ <<a href="mailto:aaron.mccarthy@southwestern.ie">aaron.mccarthy@southwestern.ie</a>><br>
Cc: "<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>"<br>
<<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
Subject: Re: [rt-users] Adding Template content to the reply box<br>
Message-ID:<br>
<<a href="mailto:CAFdkmpsN1vpk_kUAzU-N0JutAuM9_evqCUeKGDA0qvdT8b5JiA@mail.gmail.com">CAFdkmpsN1vpk_kUAzU-N0JutAuM9_evqCUeKGDA0qvdT8b5JiA@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
Sounds like you're after articles:<br>
<br>
<a href="https://www.bestpractical.com/docs/rt/latest/customizing/articles_introduction.html" target="_blank">https://www.bestpractical.com/docs/rt/latest/customizing/articles_introduction.html</a><br>
<a href="http://requesttracker.wikia.com/wiki/Articles" target="_blank">http://requesttracker.wikia.com/wiki/Articles</a><br>
<br>
<br>
On 17 July 2014 22:04, AJ <<a href="mailto:aaron.mccarthy@southwestern.ie">aaron.mccarthy@southwestern.ie</a>> wrote:<br>
<br>
> Hi all,<br>
><br>
> I have just made 29 templates and made a custom field containing all the<br>
> names of the templates. The user chooses the template, replies to a ticket<br>
> and includes all the variables in the transaction content.<br>
><br>
> However, they do not want it to work in this way.<br>
><br>
> They want it to have this behaviour:<br>
><br>
> When the user selects the custom field value for the template, it will<br>
> insert the contents of that template into the body of the reply so they can<br>
> edit anything that needs to be changed/included before sending.<br>
><br>
> Is there a way to do this?<br>
><br>
><br>
><br>
> --<br>
> View this message in context:<br>
> <a href="http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html" target="_blank">http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html</a><br>
> Sent from the Request Tracker - User mailing list archive at Nabble.com.<br>
> --<br>
> RT Training - Boston, September 9-10<br>
> <a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br>
><br>
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Message: 11<br>
Date: Thu, 17 Jul 2014 05:51:57 -0700 (PDT)<br>
From: AdamThomas <<a href="mailto:adam.thomas@sgs.com">adam.thomas@sgs.com</a>><br>
To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: [rt-users] How can you use requestor info in custom field<br>
Message-ID: <<a href="mailto:1405601517430-57959.post@n7.nabble.com">1405601517430-57959.post@n7.nabble.com</a>><br>
Content-Type: text/plain; charset=us-ascii<br>
<br>
When a ticket is emailed in I want the requestors location to be auto<br>
populated into my custom field "location".<br>
<br>
My user profile automatically detects their location in their user profile<br>
<br>
<br>
<br>
--<br>
View this message in context: <a href="http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html" target="_blank">http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html</a><br>
Sent from the Request Tracker - User mailing list archive at Nabble.com.<br>
<br>
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<br>
Message: 12<br>
Date: Thu, 17 Jul 2014 07:52:04 -0700 (PDT)<br>
From: AdamThomas <<a href="mailto:adam.thomas@sgs.com">adam.thomas@sgs.com</a>><br>
To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: [rt-users] Daily report time worked<br>
Message-ID: <<a href="mailto:1405608723820-57962.post@n7.nabble.com">1405608723820-57962.post@n7.nabble.com</a>><br>
Content-Type: text/plain; charset=us-ascii<br>
<br>
My boss wants a daily report of time worked from the tickets in RT. The<br>
problem is if the same ticket is worked on over a couple of days the report<br>
totals up the "time worked field" instead of the time worked on that day.<br>
<br>
For example<br>
<br>
lets say I opened a ticket Tuesday and I worked on it for 45 mins so the<br>
time worked field says 45 minutes.<br>
Then on Wednesday I work 30 minutes on the same ticket the time worked now<br>
shows 1hr15mins<br>
Then Thursday I work another 15 minutes it will now say 1hr30minutes.<br>
<br>
Any ideas on how to capture just the added minutes<br>
<br>
<br>
<br>
<br>
--<br>
View this message in context: <a href="http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html" target="_blank">http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html</a><br>
Sent from the Request Tracker - User mailing list archive at Nabble.com.<br>
<br>
<br>
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<br>
Message: 13<br>
Date: Thu, 17 Jul 2014 11:44:42 -0400<br>
From: Mike Johnson <<a href="mailto:mike.johnson@nosm.ca">mike.johnson@nosm.ca</a>><br>
To: "<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>"<br>
<<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
Subject: [rt-users] Custom Field values driving the contents of other<br>
custom fields<br>
Message-ID:<br>
<CAFuoEe_y2dRZO+GfkHu--NE_LSaEi8ap3Y8aN=-<a href="mailto:PdwQBNEA9NA@mail.gmail.com">PdwQBNEA9NA@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="utf-8"<br>
<br>
First, we are on RT 3.8.10 (I know, it's old!!!) and I searched<br>
google/listserv and the extensions list on BP's site and didn't find<br>
anything that looked like this...<br>
<br>
Is there functionality out there for RT that allows 1 custom field's value<br>
to dictate the values available in another custom field?<br>
<br>
I could see this being possible through some sort of customization, but I'm<br>
hoping not to have to go there....<br>
<br>
Thoughts?<br>
<br>
--<br>
Mike Johnson<br>
Datatel Programmer/Analyst<br>
Northern Ontario School of Medicine<br>
955 Oliver Road<br>
Thunder Bay, ON P7B 5E1<br>
Phone: (807) 766-7331<br>
Email: <a href="mailto:mike.johnson@nosm.ca">mike.johnson@nosm.ca</a><br>
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</blockquote></div>