From entwicklung10 at gmail.com  Wed Apr  4 05:30:34 2007
From: entwicklung10 at gmail.com (w z)
Date: Wed Apr  4 05:32:11 2007
Subject: [Rt-devel] Question regarding access to Database in RT
Message-ID: <e6cc23770704040230w7da17b08yf61e491d703cac8@mail.gmail.com>

Hi,

I would like to know how to access the database in RT?

Solution 1:

if i do it through the cmd to the folder, where is the database located?



Solution 2:

i use Excel to try and connect to the database?


thanks in advance


-- 
Cheers,
zhenwei
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From csirt at ctbc.com.br  Thu Apr  5 13:12:33 2007
From: csirt at ctbc.com.br (CSIRT)
Date: Thu Apr  5 13:18:17 2007
Subject: [Rt-devel] Doubt's
Message-ID: <46152E01.6020809@ctbc.com.br>

Sirs,

	How I can integrate my RT with PGP keys?

Regards,

Suender Oliveira
From firas.batal at ericsson.com  Thu Apr  5 13:56:10 2007
From: firas.batal at ericsson.com (Firas Batal (QA/EMC))
Date: Thu Apr  5 13:56:19 2007
Subject: [Rt-devel] Number of rows in RT3.6.3
Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E035F2EE9@ecamlmw720.eamcs.ericsson.se>

Hi,

 

I would like to take some of your time to inquire about the following
matter:  I am using RT 3.6.3 and I would like to know what sets the
number of rows to be displayed in the tickets to be 10.  In RT.3.2.1, it
was variable that was located in RT_Config.pm.  But, when I look at
"initialdata" in /etc, I see that there is a predefined search as
follows:

 

 

@Attributes = (

    { Name => 'Search - My Tickets',

      Description => '[_1] highest priority tickets I own', # loc

      Content     =>

      { Format => "'<a
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#',
'<a
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE
:Subject', Priority, QueueName, ExtendedStatus",

        Query   => " Owner = '__CurrentUser__' AND ( Status = 'new' OR
Status = 'open')",

        OrderBy => 'Priority',

        Order   => 'DESC' },

    },

    { Name => 'Search - Unowned Tickets',

      Description => '[_1] newest unowned tickets', # loc

      Content     =>

# 'Take' #loc

      { Format => "'<a
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#',
'<a
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE
:Subject', QueueName, ExtendedStatus, CreatedRelative, '<A
HREF=\"__WebPath__/Ticket/Display.html?Action=Take&id=__id__\">__loc(Tak
e)__</a>/TITLE:&nbsp;' ",

        Query   => " Owner = 'Nobody' AND ( Status = 'new' OR Status =
'open')",

        OrderBy => 'Created',

        Order   => 'DESC' },

 

My question is what defines the number of rows in '[_1] newest unowned
tickets'?  Where does the [_1] gets its value from? And, I am a bit new
to perl, but what does [_1] stand for?

Thanks for the help


Firas 

 

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From pkime at Shopzilla.com  Thu Apr  5 14:09:43 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu Apr  5 14:09:54 2007
Subject: [Rt-devel] CommandByMail - design issue
Message-ID: <9C0091F428E697439E7A773FFD083427A92C4E@szexchange.Shopzilla.inc>

The CommandByMail extension is really nice and is really needed to
enforce mandatory information requirements via the email interface (for
queues which need to be SOX-audited, like change management related,
production changes etc.). There is only one small thing:
 
* It falls back to the standard mailgate if the extended mailgate fails
for any reason (like mandatory field enforcement). This means that a
non-compliant tickets gets through anyway, just without CF parsing.
* However, if you disable this and users open basic tickets and put in a
greeting like
 
Hello:
 
The extended mailgate should fail and needs to fall back to the standard
(happened today ...). 
 
So, what to do? Make the CF parsing more rigorous so it doesn't pick up
things like this? Conditional fall-through?
Thoughts?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From torsten.brumm at Kuehne-Nagel.com  Thu Apr  5 20:24:30 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu Apr  5 20:24:44 2007
Subject: AW: [Rt-devel] Number of rows in RT3.6.3
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394314250@w3hamboex11.ger.win.int.kn>

Hi firas,

This is a value you can set per user under rt at a gance prefs or if I remember correct under configuration-global or similar.

Torsten

-----Original Message-----
From: rt-devel-bounces@lists.bestpractical.com <rt-devel-bounces@lists.bestpractical.com>
To: rt-devel@lists.bestpractical.com <rt-devel@lists.bestpractical.com>
Sent: Thu Apr 05 19:56:10 2007
Subject: [Rt-devel] Number of rows in RT3.6.3

Hi,

 

I would like to take some of your time to inquire about the following matter:  I am using RT 3.6.3 and I would like to know what sets the number of rows to be displayed in the tickets to be 10.  In RT.3.2.1, it was variable that was located in RT_Config.pm.  But, when I look at ?initialdata? in /etc, I see that there is a predefined search as follows:

 

 

@Attributes = (

    { Name => 'Search - My Tickets',

      Description => '[_1] highest priority tickets I own', # loc

      Content     =>

      { Format => "'<a href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', '<a href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', Priority, QueueName, ExtendedStatus",

        Query   => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open')",

        OrderBy => 'Priority',

        Order   => 'DESC' },

    },

    { Name => 'Search - Unowned Tickets',

      Description => '[_1] newest unowned tickets', # loc

      Content     =>

# 'Take' #loc

      { Format => "'<a href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', '<a href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '<A HREF=\"__WebPath__/Ticket/Display.html?Action=Take&id=__id__\">__loc(Take)__</a>/TITLE:&nbsp;' ",

        Query   => " Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')",

        OrderBy => 'Created',

        Order   => 'DESC' },

 

My question is what defines the number of rows in ?[_1] newest unowned tickets??  Where does the [_1] gets its value from? And, I am a bit new to perl, but what does [_1] stand for?

Thanks for the help


Firas 

 

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From pkime at Shopzilla.com  Thu Apr  5 21:21:02 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu Apr  5 21:21:11 2007
Subject: [Rt-devel] [PATCH]: tiny typo in User_Overlay.pm
Message-ID: <9C0091F428E697439E7A773FFD083427A92C61@szexchange.Shopzilla.inc>

In 3.6.3 and 3.7. Came across it today when debugging something else. I
haven't generated a patch as it's too simple. Search for the only
occurence of "join" in the file. You'll find:
 
join('-'. %args)
 
that "." should be a ","
 
The error string it occurs in otherwise prints nothing at all which is a
problem for debugging.
 
PK
 
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From jesse at bestpractical.com  Thu Apr  5 21:21:58 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu Apr  5 21:22:32 2007
Subject: [Rt-devel] Doubt's
In-Reply-To: <46152E01.6020809@ctbc.com.br>
References: <46152E01.6020809@ctbc.com.br>
Message-ID: <F28B0499-E152-442C-8B69-ECA30BDDDA89@bestpractical.com>


On Apr 6, 2007, at 2:12 AM, CSIRT wrote:

> Sirs,
>
> 	How I can integrate my RT with PGP keys?
>

We're hard at work on RT 3.8, which includes native PGP support.

-jesse

> Regards,
>
> Suender Oliveira
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/ 
> rt-devel
>

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From jesse at bestpractical.com  Thu Apr  5 21:22:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu Apr  5 21:23:30 2007
Subject: [Rt-devel] [PATCH]: tiny typo in User_Overlay.pm
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92C61@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92C61@szexchange.Shopzilla.inc>
Message-ID: <914BAE66-3D9B-4B08-80B0-700177DB42C2@bestpractical.com>

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From mjosborne1 at gmail.com  Sat Apr  7 18:16:03 2007
From: mjosborne1 at gmail.com (Michael Osborne)
Date: Sat Apr  7 18:16:07 2007
Subject: [Rt-devel] How do I find the original ticket Id from a dependent
	ticket?
Message-ID: <e3223f670704071516n6cb9e1a3o9df355b6caf684be@mail.gmail.com>

Greetings,
   I wish to modify the queue of the original work ticket when its approval
ticket is resolved. Can someone please supply me with a code snippet or Wiki
entry (I have searched and there doesn't appear to be any) to show how I get
the original ticket Id please?
Thanks,

Michael Osborne
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From csirt at ctbc.com.br  Mon Apr  9 08:46:43 2007
From: csirt at ctbc.com.br (CTBC Security Incident Response Team)
Date: Mon Apr  9 08:52:52 2007
Subject: [Rt-devel] [Re: Doubt's]
Message-ID: <461A35B3.5070509@ctbc.com.br>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi Jesse! Thanks for your response.


When we will have available the RT version 3.8, therefore taste very to
use the RT for my necessary CSIRT and very to use PGP keys and currently
I am using version 3.4.6. Use the same RT without the RTIR.

Exists some work-around for use of keys with this version that I have?

Best Regards,

Suender Oliveira

-----BEGIN PGP SIGNATURE-----

iD8DBQFGGjWzXVXX0tl3w6YRAlVQAJ49UC7CnENzkgB6AcOV0Dmk3VSSSQCfXxHF
cm/sCEXa07c7cYJA6FPerlE=
=10Y1
-----END PGP SIGNATURE-----
From Brian_Gupta at timeinc.com  Mon Apr  9 12:33:42 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta@timeinc.com)
Date: Mon Apr  9 12:53:04 2007
Subject: [Rt-devel] CLI: 'rt ls -t' support for object types other than
	'ticket'
In-Reply-To: <20070409160006.16E384D8138@diesel.bestpractical.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED11A0D8@NYCMSGMB04.enterprise.corpad.timeinc.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

It would help me if the rt cli had the ability to list object types other than tickets. (This way I could write a script that could parse through a list of queues, and then do queries based on each queue name"

Brian

P.S - I run the client on a different machine than the RT Server.

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401


	 -----Original Message-----
	From: 	rt-devel-bounces@lists.bestpractical.com [mailto:rt-devel-bounces@lists.bestpractical.com]  On Behalf Of rt-devel-request@lists.bestpractical.com
	Sent:	Monday, April 09, 2007 12:00 PM
	To:	rt-devel@lists.bestpractical.com
	Subject:	Rt-devel Digest, Vol 37, Issue 5

	Send Rt-devel mailing list submissions to
		rt-devel@lists.bestpractical.com

	To subscribe or unsubscribe via the World Wide Web, visit
		http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
	or, via email, send a message with subject or body 'help' to
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	When replying, please edit your Subject line so it is more specific
	than "Re: Contents of Rt-devel digest..."


	Today's Topics:

	   1. [Re: Doubt's] (CTBC Security Incident Response Team)


	----------------------------------------------------------------------

	Message: 1
	Date: Mon, 09 Apr 2007 09:46:43 -0300
	From: CTBC Security Incident Response Team <csirt@ctbc.com.br>
	Subject: [Rt-devel] [Re: Doubt's]
	To: rt-devel@lists.bestpractical.com
	Message-ID: <461A35B3.5070509@ctbc.com.br>
	Content-Type: text/plain; charset=ISO-8859-1

	* PGP Signed by an unknown key: 04/09/2007 at 08:46AM

	Hi Jesse! Thanks for your response.


	When we will have available the RT version 3.8, therefore taste very to
	use the RT for my necessary CSIRT and very to use PGP keys and currently
	I am using version 3.4.6. Use the same RT without the RTIR.

	Exists some work-around for use of keys with this version that I have?

	Best Regards,

	Suender Oliveira

	* Unknown Key
	* 0xD977C3A6 - unknown


	------------------------------

	_______________________________________________
	Rt-devel mailing list
	Rt-devel@lists.bestpractical.com
	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel


	End of Rt-devel Digest, Vol 37, Issue 5
	***************************************


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From jesse at bestpractical.com  Mon Apr  9 17:50:35 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon Apr  9 17:50:58 2007
Subject: [Rt-devel] Re: [Rt-commit] r7482 - in rt/branches/3.7-EXPERIMENTAL:
	.
In-Reply-To: <20070409214839.403984D80C2@diesel.bestpractical.com>
References: <20070409214839.403984D80C2@diesel.bestpractical.com>
Message-ID: <D76424AD-DD5E-48F4-B3B0-273C6C6BD0BD@bestpractical.com>


On Apr 9, 2007, at 5:48 PM, ruz@bestpractical.com wrote:

> Author: ruz
> Date: Mon Apr  9 17:48:37 2007
> New Revision: 7482
>
> Modified:
>    rt/branches/3.7-EXPERIMENTAL/   (props changed)
>    rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm
>
> Log:
>  r4913@cubic-pc:  cubic | 2007-04-06 16:37:26 +0400
>  * force scalar context
>
_why_ is scalar context important there? (It looks redundant and  
iwthout a comment, someone is likely to 'fix' it later)


>
> Modified: rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm
> ====================================================================== 
> ========
> --- rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm	(original)
> +++ rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm	Mon Apr   
> 9 17:48:37 2007
> @@ -270,6 +270,7 @@
>          level   => $args{'LogLevel'},
>          message => $args{'Explanation'}
>      ) if $args{'LogLevel'};
> +
>      my $entity = MIME::Entity->build(
>          Type                   => "multipart/mixed",
>          From                   => $args{'From'},
> @@ -277,7 +278,7 @@
>          To                     => $args{'To'},
>          Subject                => $args{'Subject'},
>          Precedence             => 'bulk',
> -        'X-RT-Loop-Prevention' => RT->Config->Get('rtname'),
> +        'X-RT-Loop-Prevention' => scalar RT->Config->Get('rtname'),
>          'In-Reply-To:'         => $args{'MIMEObj'} ? $args 
> {'MIMEObj'}->head->get('Message-Id') : undef,
>      );
>
> _______________________________________________
> Rt-commit mailing list
> Rt-commit@lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-commit
>

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From ruslan.zakirov at gmail.com  Mon Apr  9 18:20:00 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon Apr  9 18:20:10 2007
Subject: [Rt-devel] Re: [Rt-commit] r7482 - in
	rt/branches/3.7-EXPERIMENTAL: .
In-Reply-To: <D76424AD-DD5E-48F4-B3B0-273C6C6BD0BD@bestpractical.com>
References: <20070409214839.403984D80C2@diesel.bestpractical.com>
	<D76424AD-DD5E-48F4-B3B0-273C6C6BD0BD@bestpractical.com>
Message-ID: <589c94400704091520k5bfd3a50m3aea2785477c7b2c@mail.gmail.com>

RT->Config->Get returns different things in scalar and array contexts,
for scalar options it's not that important, however for arrays and
hash it's. Especially when you use (... xxx => RT->Config->Get, ...)
as perl's '=>' op doesn't change context of the right hand argument to
scalar.
It's also important for options that have no default value(no default
in etc/RT_Config.pm). If you don't force scalar context then you'll
get empty list as result and all your named args will be messed up.
For example (arg1 => 1, arg2 => RT->Config->Get('OptionDoesNotExist'),
arg3 => 3) will result in (arg1, 1, arg2, arg3, 3). Or (arg1 => 1,
arg2 => RT->Config->Get('ArrayOption'), arg3 => 3) will result in
(arg1, 1, arg2, 'element of option', 'another_one'..., arg3, 3).

In the case of the rtname option it's not important as it's mandatory
and has default value in the config, so I can revert this change, it's
sort of random change during debugging of a bug.

Also, I can add extended description of Get with examples to the pod.

On 4/10/07, Jesse Vincent <jesse@bestpractical.com> wrote:
>
> On Apr 9, 2007, at 5:48 PM, ruz@bestpractical.com wrote:
>
> > Author: ruz
> > Date: Mon Apr  9 17:48:37 2007
> > New Revision: 7482
> >
> > Modified:
> >    rt/branches/3.7-EXPERIMENTAL/   (props changed)
> >    rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm
> >
> > Log:
> >  r4913@cubic-pc:  cubic | 2007-04-06 16:37:26 +0400
> >  * force scalar context
> >
> _why_ is scalar context important there? (It looks redundant and
> iwthout a comment, someone is likely to 'fix' it later)
>
>
> >
> > Modified: rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm
> > ======================================================================
> > ========
> > --- rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm    (original)
> > +++ rt/branches/3.7-EXPERIMENTAL/lib/RT/Interface/Email.pm    Mon Apr
> > 9 17:48:37 2007
> > @@ -270,6 +270,7 @@
> >          level   => $args{'LogLevel'},
> >          message => $args{'Explanation'}
> >      ) if $args{'LogLevel'};
> > +
> >      my $entity = MIME::Entity->build(
> >          Type                   => "multipart/mixed",
> >          From                   => $args{'From'},
> > @@ -277,7 +278,7 @@
> >          To                     => $args{'To'},
> >          Subject                => $args{'Subject'},
> >          Precedence             => 'bulk',
> > -        'X-RT-Loop-Prevention' => RT->Config->Get('rtname'),
> > +        'X-RT-Loop-Prevention' => scalar RT->Config->Get('rtname'),
> >          'In-Reply-To:'         => $args{'MIMEObj'} ? $args
> > {'MIMEObj'}->head->get('Message-Id') : undef,
> >      );
> >
> > _______________________________________________
> > Rt-commit mailing list
> > Rt-commit@lists.bestpractical.com
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-commit
> >
>
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>
>


-- 
Best regards, Ruslan.
From jesse at bestpractical.com  Mon Apr  9 20:07:01 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon Apr  9 21:18:03 2007
Subject: [Rt-devel] [Re: Doubt's]
In-Reply-To: <461A35B3.5070509@ctbc.com.br>
References: <461A35B3.5070509@ctbc.com.br>
Message-ID: <B4D5C4CB-96C5-49BA-94FA-DA1C9EC25542@bestpractical.com>


On Apr 9, 2007, at 8:46 AM, CTBC Security Incident Response Team wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Hi Jesse! Thanks for your response.
>
>
> When we will have available the RT version 3.8, therefore taste  
> very to
> use the RT for my necessary CSIRT and very to use PGP keys and  
> currently
> I am using version 3.4.6. Use the same RT without the RTIR.
>
> Exists some work-around for use of keys with this version that I have?

It'd need to be custom development. If you need that, I'd be happy to  
chat off list.

Best,
Jesse

> Best Regards,
>
> Suender Oliveira
>
> -----BEGIN PGP SIGNATURE-----
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> =10Y1
> -----END PGP SIGNATURE-----
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/ 
> rt-devel
>

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From pape-rt at inf.fu-berlin.de  Tue Apr 10 09:22:17 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue Apr 10 09:22:26 2007
Subject: [Rt-devel] rt3.6 bug and patch: OrderBy cannot bes saved in
 Prefs/SearchOptions.html under some circumstance
Message-ID: <15CDE7610F2344CC4A345388@idefix.mi.fu-berlin.de>


The selected option of the "OrderBy"-selectbox cannot be saved in 
/rt/Prefs/SearchOptions.html if only one (of possibly 4) sort field is 
selected and other are set to none.

patch: 
<http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/search_prefs_order_cannot_be_saved.patch>

Dirk.
-- 
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654
From nhuisman at IfA.Hawaii.Edu  Thu Apr 12 20:41:28 2007
From: nhuisman at IfA.Hawaii.Edu (Nathan Huisman)
Date: Thu Apr 12 20:58:03 2007
Subject: [Rt-devel] Calendar view with RT
Message-ID: <461ED1B8.4080401@ifa.hawaii.edu>

Has there been any work in adding a calendar view to RT?  I would really 
like to be able to assign tickets timeslots on a calendar.  I looked at 
hivemother but it lacks the trouble ticket management that I require.

My initial thoughts were to use the google calendar API to allow RT to 
directly add tickets into timeslots on a google calendar account.  Has 
anyone done this already?  Does anyone see reasons this would not be 
possible?  Any other ideas on good ways to accomplish this, or add a 
calendar directly to RT?

Regards,

Nathan
From cbrandt at buffalo.edu  Fri Apr 13 09:06:42 2007
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Fri Apr 13 09:16:39 2007
Subject: [Rt-devel] Calendar view with RT
In-Reply-To: <461ED1B8.4080401@ifa.hawaii.edu>
References: <461ED1B8.4080401@ifa.hawaii.edu>
Message-ID: <461F8062.9080408@buffalo.edu>

If you follow through this thread on the users list you'll find 
something I hacked together and I believe a post with some improvements:

http://thread.gmane.org/gmane.comp.bug-tracking.request-tracker.user/34232/focus=34301

Jim

Nathan Huisman wrote:
> Has there been any work in adding a calendar view to RT?  I would really 
> like to be able to assign tickets timeslots on a calendar.  I looked at 
> hivemother but it lacks the trouble ticket management that I require.
> 
> My initial thoughts were to use the google calendar API to allow RT to 
> directly add tickets into timeslots on a google calendar account.  Has 
> anyone done this already?  Does anyone see reasons this would not be 
> possible?  Any other ideas on good ways to accomplish this, or add a 
> calendar directly to RT?
> 
> Regards,
> 
> Nathan
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel

-- 
Jim Brandt
Administrative Computing Services
University at Buffalo

From todd at chaka.net  Fri Apr 13 10:02:56 2007
From: todd at chaka.net (Todd Chapman)
Date: Fri Apr 13 10:11:45 2007
Subject: [Rt-devel] Calendar view with RT
In-Reply-To: <461ED1B8.4080401@ifa.hawaii.edu>
References: <461ED1B8.4080401@ifa.hawaii.edu>
Message-ID: <20070413140256.GI25259@erie.mg2.org>

One was published to CPAN this week!

http://search.cpan.org/author/NCHUCHE/RTx-Calendar-0.02/lib/RTx/Calendar.pm

I also have an RT extension that uses Simile Timeline. The
souce can be found here:

http://rtat.svn.sourceforge.net/viewvc/rtat/

If you have not seen Similie Timeline you should check
it out:

http://simile.mit.edu/timeline/

-Todd

On Thu, Apr 12, 2007 at 02:41:28PM -1000, Nathan Huisman wrote:
> Has there been any work in adding a calendar view to RT?  I would really 
> like to be able to assign tickets timeslots on a calendar.  I looked at 
> hivemother but it lacks the trouble ticket management that I require.
> 
> My initial thoughts were to use the google calendar API to allow RT to 
> directly add tickets into timeslots on a google calendar account.  Has 
> anyone done this already?  Does anyone see reasons this would not be 
> possible?  Any other ideas on good ways to accomplish this, or add a 
> calendar directly to RT?
> 
> Regards,
> 
> Nathan
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
From js at oxado.com  Mon Apr 16 11:34:11 2007
From: js at oxado.com (Jonathan Scher)
Date: Mon Apr 16 11:35:55 2007
Subject: [Rt-devel] Get Requestor on ticket creation
Message-ID: <46239773.6040304@oxado.com>

Hello,

Whenever a customer create a ticket, I need to match his email with an 
external database in order to set some custom fields.
In order to do so, I would like to create a scrip with those values:
Condition: On Create
Action: User Defined
Stage: TransactionCreate


Custom action preparation code:
return 1;
Custom action cleanup code:
.....
$from = <Requestor>

How could I get those requestors? I've try to find them on $self, and on 
$self->Transaction->First but...

Regards,

Jonathan Scher
From rfh at pipex.net  Mon Apr 16 12:01:27 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Mon Apr 16 12:16:54 2007
Subject: [Rt-devel] Get Requestor on ticket creation
In-Reply-To: <46239773.6040304@oxado.com>
References: <46239773.6040304@oxado.com>
Message-ID: <46239DD7.4070203@pipex.net>

Have you tried $self->TicketObj->RequestorAddresses ??
Roy

Jonathan Scher wrote:
> Hello,
>
> Whenever a customer create a ticket, I need to match his email with an 
> external database in order to set some custom fields.
> In order to do so, I would like to create a scrip with those values:
> Condition: On Create
> Action: User Defined
> Stage: TransactionCreate
>
>
> Custom action preparation code:
> return 1;
> Custom action cleanup code:
> .....
> $from = <Requestor>
>
> How could I get those requestors? I've try to find them on $self, and 
> on $self->Transaction->First but...
>
> Regards,
>
> Jonathan Scher
> _______________________________________________
> List info: 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>

From js at oxado.com  Mon Apr 16 19:23:26 2007
From: js at oxado.com (Jonathan Scher)
Date: Mon Apr 16 19:23:38 2007
Subject: [Rt-devel] Get Requestor on ticket creation
In-Reply-To: <46239DD7.4070203@pipex.net>
References: <46239773.6040304@oxado.com> <46239DD7.4070203@pipex.net>
Message-ID: <4624056E.4060101@oxado.com>

Thank you very much... I tried it but I guess I just misspelled it
Sorry and thank you again!
Jonathan

Roy El-Hames a ?crit :
> Have you tried $self->TicketObj->RequestorAddresses ??
> Roy
>
> Jonathan Scher wrote:
>> Hello,
>>
>> Whenever a customer create a ticket, I need to match his email with 
>> an external database in order to set some custom fields.
>> In order to do so, I would like to create a scrip with those values:
>> Condition: On Create
>> Action: User Defined
>> Stage: TransactionCreate
>>
>>
>> Custom action preparation code:
>> return 1;
>> Custom action cleanup code:
>> .....
>> $from = <Requestor>
>>
>> How could I get those requestors? I've try to find them on $self, and 
>> on $self->Transaction->First but...
>>
>> Regards,
>>
>> Jonathan Scher
>> _______________________________________________
>> List info: 
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>>
>
>
>

From jesse at bestpractical.com  Wed Apr 18 15:37:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed Apr 18 21:03:46 2007
Subject: [Rt-devel] update bug in Ticket/Display.html
In-Reply-To: <OF03C2EB1D.5CC1DC4F-ON85257280.006B095B-85257280.006B8740@biogenidec.com>
References: <OF03C2EB1D.5CC1DC4F-ON85257280.006B095B-85257280.006B8740@biogenidec.com>
Message-ID: <4626738A.6000505@bestpractical.com>

Harry Bochner wrote:
>
> One of my users just hit a bug in 3.6.3. If you open a comment on a 
> ticket,
> add an attachment, and click 'Update ticket' without modifying the 
> message
> field, the attachment is silently discarded.
>
> Here's a patch to that makes it process the update in this case.
>

Thanks. Applied


From jesse at bestpractical.com  Wed Apr 18 15:52:53 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed Apr 18 21:03:52 2007
Subject: [Rt-devel] [PATCH]: Ticket transaction querying in REST interface
	is not restrictive enough
In-Reply-To: <9C0091F428E697439E7A773FFD083427A9297A@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A9297A@szexchange.Shopzilla.inc>
Message-ID: <46267715.4050004@bestpractical.com>

Philip Kime wrote:
> Against 3.6.3 to file
>  
> <rtpath>/share/html/REST/1.0/Forms/ticket/history
>  
> This patch fixes the following issue:
>  
> rt show ticket/N/history/id/M
>  
> succeeds where transaction M has nothing to do with ticket N. Put 
> another way, transaction queries always succeed if the transation 
> number is valid.
>

Thanks. Applied


From jesse at bestpractical.com  Wed Apr 18 15:15:01 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed Apr 18 21:04:10 2007
Subject: [Rt-devel] Re: [Rt-commit] r7482 - in
	rt/branches/3.7-EXPERIMENTAL: .
In-Reply-To: <589c94400704091520k5bfd3a50m3aea2785477c7b2c@mail.gmail.com>
References: <20070409214839.403984D80C2@diesel.bestpractical.com>	
	<D76424AD-DD5E-48F4-B3B0-273C6C6BD0BD@bestpractical.com>
	<589c94400704091520k5bfd3a50m3aea2785477c7b2c@mail.gmail.com>
Message-ID: <46266E35.3090808@bestpractical.com>

Ruslan Zakirov wrote:
> RT->Config->Get returns different things in scalar and array contexts,
> for scalar options it's not that important, however for arrays and
> hash it's. Especially when you use (... xxx => RT->Config->Get, ...)
> as perl's '=>' op doesn't change context of the right hand argument to
> scalar.
> It's also important for options that have no default value(no default
> in etc/RT_Config.pm). If you don't force scalar context then you'll
> get empty list as result and all your named args will be messed up.
> For example (arg1 => 1, arg2 => RT->Config->Get('OptionDoesNotExist'),
> arg3 => 3) will result in (arg1, 1, arg2, arg3, 3). Or (arg1 => 1,
> arg2 => RT->Config->Get('ArrayOption'), arg3 => 3) will result in
> (arg1, 1, arg2, 'element of option', 'another_one'..., arg3, 3).
>
> In the case of the rtname option it's not important as it's mandatory
> and has default value in the config, so I can revert this change, it's
> sort of random change during debugging of a bug.
>
> Also, I can add extended description of Get with examples to the pod.
>
Both of those sound like good plans.



From ruslan.zakirov at gmail.com  Thu Apr 19 09:47:58 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu Apr 19 09:48:20 2007
Subject: [Rt-devel] Re: [Rt-commit] r7482 - in
	rt/branches/3.7-EXPERIMENTAL: .
In-Reply-To: <46266E35.3090808@bestpractical.com>
References: <20070409214839.403984D80C2@diesel.bestpractical.com>
	<D76424AD-DD5E-48F4-B3B0-273C6C6BD0BD@bestpractical.com>
	<589c94400704091520k5bfd3a50m3aea2785477c7b2c@mail.gmail.com>
	<46266E35.3090808@bestpractical.com>
Message-ID: <589c94400704190647m590c235fw8d1bf644604b4e09@mail.gmail.com>

Done

On 4/18/07, Jesse Vincent <jesse@bestpractical.com> wrote:
> Ruslan Zakirov wrote:
> > RT->Config->Get returns different things in scalar and array contexts,
> > for scalar options it's not that important, however for arrays and
> > hash it's. Especially when you use (... xxx => RT->Config->Get, ...)
> > as perl's '=>' op doesn't change context of the right hand argument to
> > scalar.
> > It's also important for options that have no default value(no default
> > in etc/RT_Config.pm). If you don't force scalar context then you'll
> > get empty list as result and all your named args will be messed up.
> > For example (arg1 => 1, arg2 => RT->Config->Get('OptionDoesNotExist'),
> > arg3 => 3) will result in (arg1, 1, arg2, arg3, 3). Or (arg1 => 1,
> > arg2 => RT->Config->Get('ArrayOption'), arg3 => 3) will result in
> > (arg1, 1, arg2, 'element of option', 'another_one'..., arg3, 3).
> >
> > In the case of the rtname option it's not important as it's mandatory
> > and has default value in the config, so I can revert this change, it's
> > sort of random change during debugging of a bug.
> >
> > Also, I can add extended description of Get with examples to the pod.
> >
> Both of those sound like good plans.
>
>
>
>


-- 
Best regards, Ruslan.
From jesse at bestpractical.com  Tue Apr 24 09:24:30 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue Apr 24 09:25:07 2007
Subject: [Rt-devel] rt3.6 bug and patch: OrderBy cannot bes saved in
	Prefs/SearchOptions.html under some circumstance
In-Reply-To: <15CDE7610F2344CC4A345388@idefix.mi.fu-berlin.de>
References: <15CDE7610F2344CC4A345388@idefix.mi.fu-berlin.de>
Message-ID: <C98645D2-B293-4642-A064-C1DEC05ED260@bestpractical.com>

Thanks. Applied.

On Apr 10, 2007, at 9:22 AM, Dirk Pape wrote:

> The selected option of the "OrderBy"-selectbox cannot be saved in / 
> rt/Prefs/SearchOptions.html if only one (of possibly 4) sort field  
> is selected and other are set to none.
>
> patch: <http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/ 
> search_prefs_order_cannot_be_saved.patch>
>
> Dirk.
> -- 
> Dr. Dirk Pape

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From cscm at meuh.dyndns.org  Wed Apr 25 08:40:15 2007
From: cscm at meuh.dyndns.org (Christophe Nowicki)
Date: Wed Apr 25 09:12:54 2007
Subject: [Rt-devel] drop.Oracle wrong drop table statements
Message-ID: <59089.192.168.41.6.1177504815.squirrel@mail.csquad.org>

Hi,

In the drop.Oracle script is incomplet, drop statements are missing or are
incorrect for version 3.6.3:

--- drop.Oracle.orig    2007-04-25 14:37:27.000000000 +0200
+++ drop.Oracle 2007-04-25 14:37:37.000000000 +0200
@@ -14,9 +14,10 @@
 DROP TABLE SCRIPS;
 DROP TABLE SESSIONS;
 DROP TABLE TEMPLATES;
-DROP TABLE TICKETCUSTOMFIELDVALUES;
 DROP TABLE TICKETS;
 DROP TABLE TRANSACTIONS;
+DROP TABLE OBJECTCUSTOMFIELDS;
+DROP TABLE OBJECTCUSTOMFIELDVALUES;
 DROP TABLE USERS;
 DROP SEQUENCE ACL_seq;
 DROP SEQUENCE ATTACHMENTS_seq;
@@ -33,7 +34,8 @@
 DROP SEQUENCE SCRIPCONDITIONS_seq;
 DROP SEQUENCE SCRIPS_seq;
 DROP SEQUENCE TEMPLATES_seq;
-DROP SEQUENCE TICKETCUSTOMFIELDVALUES_seq;
 DROP SEQUENCE TICKETS_seq;
 DROP SEQUENCE TRANSACTIONS_seq;
+DROP SEQUENCE OBJECTCUSTOMFIELDS_seq;
+DROP SEQUENCE OBJECTCUSTOMFIELDVALUES_seq;
 DROP SEQUENCE USERS_seq;

Could someone fix this issue?

Best Regards,

-- 
Nowicki Christophe
http://csquad.org


From jesse at bestpractical.com  Wed Apr 25 09:21:40 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed Apr 25 09:22:34 2007
Subject: [Rt-devel] drop.Oracle wrong drop table statements
In-Reply-To: <59089.192.168.41.6.1177504815.squirrel@mail.csquad.org>
References: <59089.192.168.41.6.1177504815.squirrel@mail.csquad.org>
Message-ID: <51F530AC-8A8D-47AA-BF3F-9070EFD3EDD6@bestpractical.com>

Thanks. Applied.
On Apr 25, 2007, at 8:40 AM, Christophe Nowicki wrote:

>
> In the drop.Oracle script is incomplet, drop statements are missing  
> or are
> incorrect for version 3.6.3:

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From jesse at bestpractical.com  Wed Apr 25 18:02:43 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed Apr 25 18:10:10 2007
Subject: [Rt-devel] Why are Groups cachedmembers of themselves?
In-Reply-To: <454A4ADE.5020409@u.washington.edu>
Message-ID: <20070425220841.12DF14D8224@diesel.bestpractical.com>

Is this change still happy in production for you?

best,
jesse

------- Original message -------
From: Joby Walker <joby@u.washington.edu>
Cc: jesse@bestpractical.com, rt-devel@lists.bestpractical.com
Sent: 11/2,  11:45

> Jesse,
> 
> I've pushed the below changes to our dev system and purged the duplicate 
> cachedgroupmember records -- we haven't come across a problem yet. 
> Doing so dropped the size of the cachedgroupmember table by more than 
> 2/3!  In our production system (currently) this will mean a drop of 65% 
> (833,989 records to 288,706).
> 
> Joby Walker
> C&C SSG, University of Washington
> 
> 
> Joby Walker wrote:
> > Jesse Vincent wrote:
> >>> So why is this necessary?  Is it for ACL checks on User Defined groups?
> >>
> >> It's for ~all group ACL and groupmember checks.
> >>
> > 
> > Ok, it took me a while to see where the cachedgroupmember record is 
> > necessary: When you make a check to see if a group has the ACL to do X 
> > (exactly what you said).
> > 
> > The impact of adding hundreds of thousands of additional records seems 
> > like a very high cost to be able to do these group queries just like 
> > user permission queries.
> > 
> > I grabbed a fresh rt-3.4.4 (what we currently use) and Modified the 
> > following:
> > 
> > RT::Group_Overlay->_Create()
> > 
> > comment out line 511,512 where the group is added as a cached member of 
> > itself.
> > 
> > RT::Principal_Overlay->HasRight()
> > 
> > Add on line 401 (just before the "Build that honkin-big SQL query") a 
> > check that if the Principal is a Group to determine if that group has a 
> > specific ACL.
> > 
> >     if ($self->IsGroup) {
> >     my $qb = 'SELECT ACL.id from ACL, Principals WHERE'
> >             ." ( ACL.RightName = 'SuperUser' OR ACL.RightName = '$right' 
> > ) "
> >         ."AND Principals.Disabled = 0 "
> >         ."AND Principals.id = " . $self->Id . " "
> >         ."AND Principals.id = ACL.principalid "
> >         ."AND ( " . join( ' OR ', @look_at_objects ). ") ";
> >         $self->_Handle->ApplyLimits( \$qb, 1 );
> >         my $hitcount = $self->_Handle->FetchResult($qb);
> >     if ($hitcount) {
> >             return (1);
> >         }
> >     }
> > 
> > 
> > With these two changes all of the regression tests pass.
> > 
> > Joby Walker
> > C&C SSG, University of Washington
> > _______________________________________________
> > List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> 

From joby at u.washington.edu  Wed Apr 25 18:27:34 2007
From: joby at u.washington.edu (Joby Walker)
Date: Wed Apr 25 19:15:58 2007
Subject: [Rt-devel] Why are Groups cachedmembers of themselves?
In-Reply-To: <20070425220841.12DF14D8224@diesel.bestpractical.com>
References: <20070425220841.12DF14D8224@diesel.bestpractical.com>
Message-ID: <462FD5D6.1080004@u.washington.edu>

Yes things are going along swimmingly.  The change resulted in a
significant drop in database usage from ~50-65% idle (with peaks to 20%
idle) to 65-75% idle (with peaks to 40% idle).

Joby Walker
C&C SSG, University of Washington


Jesse Vincent wrote:
> Is this change still happy in production for you?
> 
> best,
> jesse
> 
> ------- Original message -------
> From: Joby Walker <joby@u.washington.edu>
> Cc: jesse@bestpractical.com, rt-devel@lists.bestpractical.com
> Sent: 11/2,  11:45
> 
>> Jesse,
>>
>> I've pushed the below changes to our dev system and purged the duplicate 
>> cachedgroupmember records -- we haven't come across a problem yet. 
>> Doing so dropped the size of the cachedgroupmember table by more than 
>> 2/3!  In our production system (currently) this will mean a drop of 65% 
>> (833,989 records to 288,706).
>>
>> Joby Walker
>> C&C SSG, University of Washington
>>
>>
>> Joby Walker wrote:
>>> Jesse Vincent wrote:
>>>>> So why is this necessary?  Is it for ACL checks on User Defined groups?
>>>> It's for ~all group ACL and groupmember checks.
>>>>
>>> Ok, it took me a while to see where the cachedgroupmember record is 
>>> necessary: When you make a check to see if a group has the ACL to do X 
>>> (exactly what you said).
>>>
>>> The impact of adding hundreds of thousands of additional records seems 
>>> like a very high cost to be able to do these group queries just like 
>>> user permission queries.
>>>
>>> I grabbed a fresh rt-3.4.4 (what we currently use) and Modified the 
>>> following:
>>>
>>> RT::Group_Overlay->_Create()
>>>
>>> comment out line 511,512 where the group is added as a cached member of 
>>> itself.
>>>
>>> RT::Principal_Overlay->HasRight()
>>>
>>> Add on line 401 (just before the "Build that honkin-big SQL query") a 
>>> check that if the Principal is a Group to determine if that group has a 
>>> specific ACL.
>>>
>>>     if ($self->IsGroup) {
>>>     my $qb = 'SELECT ACL.id from ACL, Principals WHERE'
>>>             ." ( ACL.RightName = 'SuperUser' OR ACL.RightName = '$right' 
>>> ) "
>>>         ."AND Principals.Disabled = 0 "
>>>         ."AND Principals.id = " . $self->Id . " "
>>>         ."AND Principals.id = ACL.principalid "
>>>         ."AND ( " . join( ' OR ', @look_at_objects ). ") ";
>>>         $self->_Handle->ApplyLimits( \$qb, 1 );
>>>         my $hitcount = $self->_Handle->FetchResult($qb);
>>>     if ($hitcount) {
>>>             return (1);
>>>         }
>>>     }
>>>
>>>
>>> With these two changes all of the regression tests pass.
>>>
>>> Joby Walker
>>> C&C SSG, University of Washington
>>> _______________________________________________
>>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> 
From js at oxado.com  Thu Apr 26 08:10:53 2007
From: js at oxado.com (Jonathan Scher)
Date: Thu Apr 26 08:11:50 2007
Subject: [Rt-devel] Patching Quicksearch
Message-ID: <463096CD.3000706@oxado.com>

Hello,

I've added some custom Status. In order to make them appear on the first 
page's quicksearch, I had to add a line to local/html/Elements/Quicksearch
 {cond => "Status = 'auto_resol'", name => loc('auto_resol')}]

then, there is a little bug on file html/Elements/QueueSummary that I 
had to fix like that:
57,59c57
< %   my @cond_names;
< %   map{push(@cond_names, $_->{cond})}@$conditions;
< %   my $all_q = $queue_cond . "(".join(" OR ", @cond_names).")";
---
 > %   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR 
Status = 'stalled')";

As you see, in the original version, it's hardcoded that there are only 
three states available... I thought you'd like to know it.

Best Regards,
Jonathan Scher
From jesse at bestpractical.com  Mon Apr 30 11:55:31 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon Apr 30 11:55:51 2007
Subject: [Rt-devel] Why are Groups cachedmembers of themselves?
In-Reply-To: <462FD5D6.1080004@u.washington.edu>
References: <20070425220841.12DF14D8224@diesel.bestpractical.com>
	<462FD5D6.1080004@u.washington.edu>
Message-ID: <02035701-0225-44B3-B18E-E7AA23BE1970@bestpractical.com>


On Apr 25, 2007, at 6:27 PM, Joby Walker wrote:

> Yes things are going along swimmingly.  The change resulted in a
> significant drop in database usage from ~50-65% idle (with peaks to  
> 20%
> idle) to 65-75% idle (with peaks to 40% idle).

Ok. I think that means it's worth considering for 3.8. ;)



> Joby Walker
> C&C SSG, University of Washington

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