From elacour at easter-eggs.com Fri Feb 1 03:47:18 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 1 Feb 2008 09:47:18 +0100 Subject: [rt-users] FW: Seeing approvals In-Reply-To: References: Message-ID: <20080201084718.GA7753@easter-eggs.com> On Thu, Jan 31, 2008 at 04:31:16PM -0800, Roger Mastrude wrote: > It's true that the Wiki article has a solution to just this problem, but does that solution work? > > Emmanuel, have you seen this work? I have tried both giving a group > rights to the Approvals queue and giving the grouups rights to the > approval ticket, and in both cases members of the group don't see the > ticket in My Approvals. > Yes, it works, here is my setup: In the queue which require aproval, I have a script "on create, add tickets, with template aprovals". The aprovals template looks like: ===Create-Ticket: Queue1 Subject: {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{"TOP"}->Id} Queue: Queue1-approve Type: approval Owner: rt AdminCC: { my $group_name = 'Queue1-managers'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $group_name ); $groups->First->Id; } Content: {$Tickets{'TOP'}->Transactions->First->Content()} ENDOFCONTENT I have a queue (disabled) where goes approvals : Queue1-approve. I have a group of managers to approve those tickets: Queue1-managers. This group wtach as admincc Queue1-approve. On Queue1-approve, AdminCC group have the following rights: ModifyTicket OwnTicket ShowTicket And of course, I have some other traditionnal scrips to send email when aproval is needed, when aproved, when rejected, ... Hope this will help you. From torsten.brumm at Kuehne-Nagel.com Fri Feb 1 04:23:23 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 1 Feb 2008 10:23:23 +0100 Subject: [rt-users] Mandatory/Required custom field In-Reply-To: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394EE0B83@w3hamboex11.ger.win.int.kn> Hi Thierry, Did you got any response to this problem? I stepped into the same today.... Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (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 -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Thierry Thelliez > Gesendet: Freitag, 7. September 2007 03:44 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] Mandatory/Required custom field > > Hello, > > With RT 3.6.4: > > I am trying to make a 'Select one value' type custom field mandatory. > Selecting the (?#Mandatory). value for Validation does not > seem to work like I was expecting. The user is still able to > submit the ticket and the custom field value is '(no value)'. > > I tried (?#Mandatory).+ without success. > > What am I missing? > > Thanks, > Thierry > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mike.peachey at jennic.com Fri Feb 1 07:12:21 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 01 Feb 2008 12:12:21 +0000 Subject: [rt-users] LookupSenderInExternalDatabase Message-ID: <47A30CA5.10003@jennic.com> LookupSenderInExternalDatabase Can someone please clarify just exactly what this undocumented config option provides? I'm currently in the process of modifying Jim Meyer's LDAP authentication overlay for User.pm so that I can authenticate out of different MySQL table/database, but I want to make sure I'm not re-inventing the wheel. So - what does it do and how do you use it? -- 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 __________________________________________________ From klpaskett at comcast.net Fri Feb 1 10:12:36 2008 From: klpaskett at comcast.net (Keith Paskett) Date: Fri, 01 Feb 2008 08:12:36 -0700 Subject: [rt-users] Installing RT in Solaris In-Reply-To: References: Message-ID: <47A336E4.4020008@comcast.net> There is no compiling necessary. The blastwave installer will download and install a copy of perl with all the appropriate modules. Everything gets installed at /opt/csw. I typically set up RT in a local zone so it's easy to play around with and start over if I mess something up. In fact, by putting the zone in a ZFS file system, I can restore the whole zone to a point in time using ZFS snapshots in about 5 minutes. After installing there will be a blastwave specific readme at /opt/csw/rt3/share/doc/README.CSW - Keith Raja, Alagar (IS Consultant) wrote: > Hi, > > How do we specify the Perl installation path while compiling RT? > > Thanks > Raja > > -----Original Message----- > From: Keith Paskett [mailto:klpaskett at comcast.net] > Sent: Thursday, January 31, 2008 12:55 PM > To: Raja > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Installing RT in Solaris > > If you don't mind being a revision or two behind, the blastwave prebuilt > packages are great. > > pkgadd -d http://www.blastwave.org/pkg_get.pkg > to install the blastwave package manager then /opt/csw/bin/pkg-get > -i rt > to get Request Tracker and all the supporting packages. > > I use the postgres included with Solaris 10. > > - Keith > > > Raja wrote: > >> Hi, >> >> >> We are planing to instal RT 3.6.6 on solaris 10. >> >> >> $uname -a >> >> SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M >> >> >> I have run the make testdeps to see the dependency and i have attached >> > > >> the output here. >> make testdeps | more >> /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql >> perl: >> >=5.8.3(5.008004)...found >> users: >> rt group (rt3)...found >> bin owner (root)...found >> libs owner (root)...found >> libs group (bin)...found >> web owner (apache)...found >> web group (www)...found >> CLI dependencies: >> Term::ReadKey...found >> Getopt::Long >=2.24...found >> HTTP::Request::Common...found >> Term::ReadLine...found >> Text::ParseWords...found >> LWP...found >> CORE dependencies: >> Scalar::Util...found >> HTML::Scrubber 0.08...MISSING >> Class::ReturnValue 0.40...MISSING >> Text::Quoted 2.02...MISSING >> File::Spec >=0.8...found >> Calendar::Simple ...MISSING >> DBIx::SearchBuilder 1.50...MISSING >> Date::Format ...MISSING >> CSS::Squish 0.06...MISSING >> Text::Autoformat ...MISSING >> Mail::Mailer 1.57...MISSING >> Regexp::Common ...MISSING >> Module::Versions::Report 1.03...MISSING >> MIME::Entity 5.108...MISSING >> HTML::Entities...found >> Digest::MD5 >=2.27...found >> Cache::Simple::TimedExpiry ...MISSING >> DBI >=1.37...found >> Locale::Maketext::Lexicon 0.32...MISSING >> Digest::base...found >> Locale::Maketext::Fuzzy ...MISSING >> Time::HiRes...found >> Net::SMTP...found >> Text::Wrapper ...MISSING >> Time::ParseDate...found >> File::Temp...found >> Log::Dispatch 2.0...MISSING >> Locale::Maketext >=1.06...found >> UNIVERSAL::require ...MISSING >> Tree::Simple 1.04...MISSING >> Text::Template ...MISSING >> MAILGATE dependencies: >> Pod::Usage...found >> HTML::TreeBuilder ...MISSING >> Getopt::Long...found >> HTML::FormatText ...MISSING >> LWP::UserAgent...found >> MASON dependencies: >> CGI::Cookie >=1.20...found >> Text::WikiFormat 0.76...MISSING >> XML::RSS 1.05...MISSING Storable >=2.08...found >> CSS::Squish 0.06...MISSING >> HTML::Mason 1.23...MISSING >> Apache::Session 1.53...MISSING >> Digest::MD5 >=2.27...found >> GD::Text ...MISSING >> GD ...MISSING >> Errno...found >> GD::Graph ...MISSING >> MYSQL dependencies: >> DBD::mysql 2.1018...MISSING >> >> Can someone can help me out what are the packages needs to be >> installed in solaris to fix this issue. >> >> Thanks in advance. >> >> Regards, >> Raja. >> >> ---------------------------------------------------------------------- >> -- Never miss a thing. Make Yahoo your homepage. >> >> ---------------------------------------------------------------------- >> -- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From jeffrey_lee at harvard.edu Fri Feb 1 10:19:10 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Fri, 1 Feb 2008 10:19:10 -0500 Subject: [rt-users] E-mailing issues Message-ID: <200802011519.m11FJBY9010342@us25.unix.fas.harvard.edu> So When I create and assign tickets in RT the ticket shows the outgoing e-mail correctly. however No e-mail reaches the requestor or the person I assigned it to. However if I update the ticket and add in e-mails in the CC field I get and e-mail. The recieved e-mail has not TO: header. What is causing this? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 1 10:35:42 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 1 Feb 2008 10:35:42 -0500 Subject: [rt-users] RT Upgrade, now only nobody can own ticket In-Reply-To: <47A2515D.3020900@switzersolutions.com> References: <47A2515D.3020900@switzersolutions.com> Message-ID: On Jan 31, 2008, at 5:53 PM, Steve Switzer wrote: > Hello! > I recently upgraded RT from 3.6.4 to 3.6.6, and now when > creating a ticket or viewing a ticket, ONLY "Nobody" shows in the > dropdown for owner. I've played and tried many things. I'm a > superuser, and in Global, Groups, Owner, I have the following set: What version of DBIx::SearchBuilder do you have? If you run make testdeps, it should tell you if you have version 1.51 installed -kevin > > > ModifyTicket > OwnTicket > ShowTicket > ShowTicketComments > Watch > I've even tried to add Own and Take to "Everyone" in Global... no > change. > > Any ideas? > > Regards, > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jmoseley at corp.xanadoo.com Fri Feb 1 10:51:44 2008 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 1 Feb 2008 09:51:44 -0600 Subject: [rt-users] E-mailing issues In-Reply-To: <200802011519.m11FJBY9010342@us25.unix.fas.harvard.edu> Message-ID: Have you looked at your mail logs yet? Does the outgoing email entry in the RT ticket correctly display the email addresses, headers, etc? James Moseley "Jeffrey Lee" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] E-mailing issues 02/01/2008 09:19 AM So When I create and assign tickets in RT the ticket shows the outgoing e-mail correctly. however No e-mail reaches the requestor or the person I assigned it to. However if I update the ticket and add in e-mails in the CC field I get and e-mail. The recieved e-mail has not TO: header. What is causing this? -Jeff_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From anarcat at anarcat.ath.cx Fri Feb 1 11:27:14 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Fri, 1 Feb 2008 11:27:14 -0500 Subject: [rt-users] RT upgrade: all times GMT In-Reply-To: <20080201022841.GK21085@anarcat.ath.cx> References: <20080201022841.GK21085@anarcat.ath.cx> Message-ID: <20080201162714.GD11264@anarcat.ath.cx> Duh... Timezones are different here (on FreeBSD 6.x) from GNU Libc, so I had to add: Set($Timezone, 'America/New_York'); Problem solved... thanks to #rt! :) A. On Thu, Jan 31, 2008 at 09:28:41PM -0500, The Anarcat wrote: > Hi, > > I just upgraded from 3.6.3 to 3.6.5 and now all times are displayed as > if they were GMT. > > I have this: > > lethe# grep zone * > RT_Config.pm:# $Timezone is used to convert times entered by users into GMT and back again > RT_Config.pm:# It should be set to a timezone recognized by your local unix box. > RT_Config.pm:Set($Timezone , 'US/Eastern'); > > And I *am* in US/Eastern, so it "should" work according to: > > http://lists.bestpractical.com/pipermail/rt-announce/2007-July/000150.html > > I have tried to put 'GMT' as a timezone, no go either. > > Commenting out the line works. > > A. > > -- > Premature optimization is the root of all evil > - Donald Knuth -- Having failed to discover weapons of mass destruction, Washington shifted its propaganda to "establishing democracy." That flatly refutes their earlier claim that the "only question" was whether Saddam would disarm. But with a sufficiently obedient intellectual class, and loyal media, the farce can proceed untroubled. - Noam Chomsky, in an interview about Irak -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From KFCrocker at lbl.gov Fri Feb 1 12:31:27 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 01 Feb 2008 09:31:27 -0800 Subject: [rt-users] Mandatory/Required custom field In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394EE0B83@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394EE0B83@w3hamboex11.ger.win.int.kn> Message-ID: <47A3576F.2020004@lbl.gov> Ham, Thierry, I think that a mandatory CF for a ticket is not enforced by self-service. I think the CF has to be for a ticket transaction. I don't use them but that difference may be the problem. Kenn LBNL On 2/1/2008 1:23 AM, Ham MI-ID, Torsten Brumm wrote: > Hi Thierry, > Did you got any response to this problem? I stepped into the same today.... > > Torsten > >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (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 > > > -----Urspr?ngliche Nachricht----- >> Von: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag >> von Thierry Thelliez >> Gesendet: Freitag, 7. September 2007 03:44 >> An: rt-users at lists.bestpractical.com >> Betreff: [rt-users] Mandatory/Required custom field >> >> Hello, >> >> With RT 3.6.4: >> >> I am trying to make a 'Select one value' type custom field mandatory. >> Selecting the (?#Mandatory). value for Validation does not >> seem to work like I was expecting. The user is still able to >> submit the ticket and the custom field value is '(no value)'. >> >> I tried (?#Mandatory).+ without success. >> >> What am I missing? >> >> Thanks, >> Thierry >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial >> support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Feb 1 12:32:23 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 01 Feb 2008 09:32:23 -0800 Subject: [rt-users] E-mailing issues In-Reply-To: <200802011519.m11FJBY9010342@us25.unix.fas.harvard.edu> References: <200802011519.m11FJBY9010342@us25.unix.fas.harvard.edu> Message-ID: <47A357A7.5070704@lbl.gov> Jeffrey, What kind of notification scrips are set up at the Global/queue level? Kenn LBNL On 2/1/2008 7:19 AM, Jeffrey Lee wrote: > So When I create and assign tickets in RT the ticket shows the outgoing > e-mail correctly. however No e-mail reaches the requestor or the person > I assigned it to. However if I update the ticket and add in e-mails in > the CC field I get and e-mail. The recieved e-mail has not TO: header. > What is causing this? > > -Jeff > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at googlemail.com Fri Feb 1 14:19:45 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 1 Feb 2008 20:19:45 +0100 Subject: [rt-users] Mandatory/Required custom field In-Reply-To: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> References: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> Message-ID: Hi Thierry, RT Users, today i played around a lot with the CF Type Select One Value set to mandatory. The Result lokos as follows: 1. Ticket created via web ui, you have to select a value if you have the rights to modify the CF - Thats OK 2. Ticket is created via mail. OK, you can reply, you can also close the Ticket without select a value for the CF - Thats not mandatory - its bad 3. Ticket moved from a queue into the queue with the mandatory CF, you can work with the ticket like under 2. 4. Ticket created via mail, you choose a values for the cf - it works, if you go and change it back to no values, it gives a error message, that you have to select a value - its also ok. So, from my point of view, it works partially but not 100%. BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other Users already using 3.6.6? Torsten 2007/9/7, Thierry Thelliez : > > Hello, > > With RT 3.6.4: > > I am trying to make a 'Select one value' type custom field mandatory. > Selecting the (?#Mandatory). value for Validation does not seem to > work like I was expecting. The user is still able to submit the ticket > and the custom field value is '(no value)'. > > I tried (?#Mandatory).+ without success. > > What am I missing? > > Thanks, > Thierry > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Feb 1 14:27:10 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 01 Feb 2008 11:27:10 -0800 Subject: [rt-users] Mandatory/Required custom field In-Reply-To: References: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> Message-ID: <47A3728E.5000404@lbl.gov> Torsten, Like I said before, I don't think that "Mandatory" CF's can be enforced when creating a ticket via email. You may have to create a "ticket transaction" CF for that. Have you looked inth that? Kenn LBNL On 2/1/2008 11:19 AM, Torsten Brumm wrote: > Hi Thierry, RT Users, > today i played around a lot with the CF Type Select One Value set to > mandatory. The Result lokos as follows: > > 1. Ticket created via web ui, you have to select a value if you have the > rights to modify the CF - Thats OK > 2. Ticket is created via mail. OK, you can reply, you can also close the > Ticket without select a value for the CF - Thats not mandatory - its bad > 3. Ticket moved from a queue into the queue with the mandatory CF, you > can work with the ticket like under 2. > 4. Ticket created via mail, you choose a values for the cf - it works, > if you go and change it back to no values, it gives a error message, > that you have to select a value - its also ok. > > So, from my point of view, it works partially but not 100%. > > BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other > Users already using 3.6.6? > Torsten > > 2007/9/7, Thierry Thelliez >: > > Hello, > > With RT 3.6.4: > > I am trying to make a 'Select one value' type custom field mandatory. > Selecting the (?#Mandatory). value for Validation does not seem to > work like I was expecting. The user is still able to submit the ticket > and the custom field value is '(no value)'. > > I tried (?#Mandatory).+ without success. > > What am I missing? > > Thanks, > Thierry > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at googlemail.com Fri Feb 1 14:29:18 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 1 Feb 2008 20:29:18 +0100 Subject: [rt-users] Mandatory/Required custom field In-Reply-To: <47A3728E.5000404@lbl.gov> References: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> <47A3728E.5000404@lbl.gov> Message-ID: Hi Kenneth, Thierry, RT Users, its fine for me, that a ticket created via mail has the mandatory fields not set, thats correct, what i mean (sorry for my bad english) is, after the ticket is created, if you reply to it from the web ui, or you resolve the ticket via the web ui, you can close the ticket without setting the CF. Torsten 2008/2/1, Kenneth Crocker : > > Torsten, > > > Like I said before, I don't think that "Mandatory" CF's can be > enforced > when creating a ticket via email. You may have to create a "ticket > transaction" CF for that. Have you looked inth that? > > > Kenn > LBNL > > On 2/1/2008 11:19 AM, Torsten Brumm wrote: > > Hi Thierry, RT Users, > > today i played around a lot with the CF Type Select One Value set to > > mandatory. The Result lokos as follows: > > > > 1. Ticket created via web ui, you have to select a value if you have the > > rights to modify the CF - Thats OK > > 2. Ticket is created via mail. OK, you can reply, you can also close the > > Ticket without select a value for the CF - Thats not mandatory - its bad > > 3. Ticket moved from a queue into the queue with the mandatory CF, you > > can work with the ticket like under 2. > > 4. Ticket created via mail, you choose a values for the cf - it works, > > if you go and change it back to no values, it gives a error message, > > that you have to select a value - its also ok. > > > > So, from my point of view, it works partially but not 100%. > > > > BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other > > Users already using 3.6.6? > > Torsten > > > > 2007/9/7, Thierry Thelliez > >: > > > > Hello, > > > > With RT 3.6.4: > > > > I am trying to make a 'Select one value' type custom field > mandatory. > > Selecting the (?#Mandatory). value for Validation does not seem to > > work like I was expecting. The user is still able to submit the > ticket > > and the custom field value is '(no value)'. > > > > I tried (?#Mandatory).+ without success. > > > > What am I missing? > > > > Thanks, > > Thierry > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Fri Feb 1 15:00:07 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Fri, 1 Feb 2008 15:00:07 -0500 Subject: [rt-users] E-mailing issues In-Reply-To: <47A357A7.5070704@lbl.gov> Message-ID: <200802012000.m11K07jL020098@us26.unix.fas.harvard.edu> I figured it out. My Postfix had an issue. All fixed now. -Jeff -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Friday, February 01, 2008 12:32 PM To: Jeffrey Lee Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] E-mailing issues Jeffrey, What kind of notification scrips are set up at the Global/queue level? Kenn LBNL On 2/1/2008 7:19 AM, Jeffrey Lee wrote: > So When I create and assign tickets in RT the ticket shows the > outgoing e-mail correctly. however No e-mail reaches the requestor or > the person I assigned it to. However if I update the ticket and add in > e-mails in the CC field I get and e-mail. The recieved e-mail has not TO: header. > What is causing this? > > -Jeff > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Feb 1 16:04:00 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 01 Feb 2008 13:04:00 -0800 Subject: [rt-users] Mandatory/Required custom field In-Reply-To: References: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> <47A3728E.5000404@lbl.gov> Message-ID: <47A38940.20302@lbl.gov> Torsten, I believe that the enforcement should happen during a "Modify" episode. I do not think that reply/correspondence is a "modify" episode, it merely adds attachments to the ticket on the DataBase, not modify the ticket record content. However, resolve probably "should" check to be sure the CF has data. Kenn LBNL On 2/1/2008 11:29 AM, Torsten Brumm wrote: > Hi Kenneth, Thierry, RT Users, > its fine for me, that a ticket created via mail has the mandatory fields > not set, thats correct, what i mean (sorry for my bad english) is, after > the ticket is created, if you reply to it from the web ui, or you > resolve the ticket via the web ui, you can close the ticket without > setting the CF. > > Torsten > > 2008/2/1, Kenneth Crocker >: > > Torsten, > > > Like I said before, I don't think that "Mandatory" CF's can > be enforced > when creating a ticket via email. You may have to create a "ticket > transaction" CF for that. Have you looked inth that? > > > Kenn > LBNL > > On 2/1/2008 11:19 AM, Torsten Brumm wrote: > > Hi Thierry, RT Users, > > today i played around a lot with the CF Type Select One Value set to > > mandatory. The Result lokos as follows: > > > > 1. Ticket created via web ui, you have to select a value if you > have the > > rights to modify the CF - Thats OK > > 2. Ticket is created via mail. OK, you can reply, you can also > close the > > Ticket without select a value for the CF - Thats not mandatory - > its bad > > 3. Ticket moved from a queue into the queue with the mandatory > CF, you > > can work with the ticket like under 2. > > 4. Ticket created via mail, you choose a values for the cf - it > works, > > if you go and change it back to no values, it gives a error message, > > that you have to select a value - its also ok. > > > > So, from my point of view, it works partially but not 100%. > > > > BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form > other > > Users already using 3.6.6? > > Torsten > > > > 2007/9/7, Thierry Thelliez > > >>: > > > > Hello, > > > > With RT 3.6.4: > > > > I am trying to make a 'Select one value' type custom field > mandatory. > > Selecting the (?#Mandatory). value for Validation does not > seem to > > work like I was expecting. The user is still able to submit > the ticket > > and the custom field value is '(no value)'. > > > > I tried (?#Mandatory).+ without success. > > > > What am I missing? > > > > Thanks, > > Thierry > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de From torsten.brumm at googlemail.com Fri Feb 1 16:11:35 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 1 Feb 2008 22:11:35 +0100 Subject: [rt-users] Mandatory/Required custom field In-Reply-To: <47A38940.20302@lbl.gov> References: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> <47A3728E.5000404@lbl.gov> <47A38940.20302@lbl.gov> Message-ID: Hi Kenneth, thats true, i forgot i added someting from the wiki, the ability to change the cf's during each reply, comment. Without this, a user wouldn't touch the cf during this, thats correct. OK, so last open issue should be the resolve part, here rt must check if the field is set or not. lets see what jesse says ;-) Torsten 2008/2/1, Kenneth Crocker : > > Torsten, > > I believe that the enforcement should happen during a "Modify" > episode. > I do not think that reply/correspondence is a "modify" episode, it > merely adds attachments to the ticket on the DataBase, not modify the > ticket record content. However, resolve probably "should" check to be > sure the CF has data. > > > Kenn > LBNL > > On 2/1/2008 11:29 AM, Torsten Brumm wrote: > > Hi Kenneth, Thierry, RT Users, > > its fine for me, that a ticket created via mail has the mandatory fields > > not set, thats correct, what i mean (sorry for my bad english) is, after > > the ticket is created, if you reply to it from the web ui, or you > > resolve the ticket via the web ui, you can close the ticket without > > setting the CF. > > > > Torsten > > > > 2008/2/1, Kenneth Crocker >>: > > > > Torsten, > > > > > > Like I said before, I don't think that "Mandatory" CF's can > > be enforced > > when creating a ticket via email. You may have to create a "ticket > > transaction" CF for that. Have you looked inth that? > > > > > > Kenn > > LBNL > > > > On 2/1/2008 11:19 AM, Torsten Brumm wrote: > > > Hi Thierry, RT Users, > > > today i played around a lot with the CF Type Select One Value set > to > > > mandatory. The Result lokos as follows: > > > > > > 1. Ticket created via web ui, you have to select a value if you > > have the > > > rights to modify the CF - Thats OK > > > 2. Ticket is created via mail. OK, you can reply, you can also > > close the > > > Ticket without select a value for the CF - Thats not mandatory - > > its bad > > > 3. Ticket moved from a queue into the queue with the mandatory > > CF, you > > > can work with the ticket like under 2. > > > 4. Ticket created via mail, you choose a values for the cf - it > > works, > > > if you go and change it back to no values, it gives a error > message, > > > that you have to select a value - its also ok. > > > > > > So, from my point of view, it works partially but not 100%. > > > > > > BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form > > other > > > Users already using 3.6.6? > > > Torsten > > > > > > 2007/9/7, Thierry Thelliez > > > > > >>: > > > > > > Hello, > > > > > > With RT 3.6.4: > > > > > > I am trying to make a 'Select one value' type custom field > > mandatory. > > > Selecting the (?#Mandatory). value for Validation does not > > seem to > > > work like I was expecting. The user is still able to submit > > the ticket > > > and the custom field value is '(no value)'. > > > > > > I tried (?#Mandatory).+ without success. > > > > > > What am I missing? > > > > > > Thanks, > > > Thierry > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > sales at bestpractical.com>> > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > > > > -- > > > MFG > > > > > > Torsten Brumm > > > > > > http://www.torsten-brumm.de > > > > > > > > > > > > ------------------------------------------------------------------------ > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.torsten-brumm.de > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From gevans at hcc.net Fri Feb 1 16:27:14 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 1 Feb 2008 13:27:14 -0800 Subject: [rt-users] Question Regarding Child tickets Message-ID: <00c401c86519$373e0ba0$1200a8c0@hcc.local> Hello, I was looking into child tickets and came across this webpage: http://wiki.bestpractical.com/view/CreateChildTicket It seemed unclear on the wiki if this was the correct way to do this or not and if I needed to implement the first solution or the second or both. Additionally at the bottom it says that it doesn't work, so I am confused as to how to implement this. If anyone could shed some light on it for me, that would be fantastic. Thanks in Advance Greg Evans -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Sat Feb 2 18:41:28 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sat, 2 Feb 2008 15:41:28 -0800 Subject: [rt-users] Is a saved charts list on the home screen possible? Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8141E02@SR-ES-EMAIL01.canyonpartners.local> I recently created the saved search list that is outlined in the wiki, and its working great. I have it added to my users home screens and they use it to view individual searches that they have created. What im hoping for now is to be able to do something similar with saved charts. I noticed that when you run a search, at the bottom of the show results screen there is an option to create a bar or pie chart with the search data. My managers really like this tool and they want me to create a saved charts section that can be put on the home screen summary, just like the saved searches. When I try to save the chart using the save feature at the bottom, it just adds it into the saved searches and when you click on it, it just shows the search and not direct to the chart. Has anyone explored this? Thanks Sean McCreadie Canyon Partners, LLC 310 858 4288 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ml at t-b-o-h.net Sat Feb 2 21:28:16 2008 From: ml at t-b-o-h.net (Tuc at T-B-O-H.NET) Date: Sat, 2 Feb 2008 21:28:16 -0500 (EST) Subject: [rt-users] Override naming confusion Message-ID: <200802030228.m132SGYi047186@himinbjorg.tucs-beachin-obx-house.com> Hi, In RT2 we used to override the LookupExternalUserInfo in the config file. I read about RT3 doing it in a _Local file, but I see things on Google with people putting in User_Local.pm . Shouldn't it go in EmailParser_Local.pm? And does it go into my $RT/etc/ directory or the $RT/lib/RT directory? (FreeBSD ports install) Thanks, Tuc From Roy.Sowa at rcmp-grc.gc.ca Sat Feb 2 22:12:58 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sat, 02 Feb 2008 22:12:58 -0500 Subject: [rt-users] Show RealName Message-ID: <47A4EAEB020000AE000060AB@ACPIC-S406.a.rcmp-grc.gc.ca> I am trying to show the RealName of the requestors and Cc's on the ModifyPeople page in the Current Watcher Area. I have tried editing a local ShowUserEntry, but this did not change things. Can anyboby point me what files I should be making to make this change ? Roy From venture37 at hotmail.com Sun Feb 3 00:54:17 2008 From: venture37 at hotmail.com (Sevan / Venture37) Date: Sun, 3 Feb 2008 05:54:17 +0000 Subject: [rt-users] Attachments over a few hundred KB not working Message-ID: the only thing that appears in the apache error log is: [Sun Feb 3 05:46:56 2008] [crit]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/usr/local/rt3/lib/RT/Interface/Web/Handler.pm:195) This is on a fresh install of FreeBSD 7.0-RC1 & RT 3.63 from ports using mysql & apache 1.3 Sevan / Venture37 _________________________________________________________________ Get Hotmail on your mobile, text MSN to 63463! http://mobile.uk.msn.com/pc/mail.aspx From elacour at easter-eggs.com Sun Feb 3 02:58:08 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 3 Feb 2008 08:58:08 +0100 Subject: [rt-users] Show RealName In-Reply-To: <47A4EAEB020000AE000060AB@ACPIC-S406.a.rcmp-grc.gc.ca> References: <47A4EAEB020000AE000060AB@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <20080203075808.GA18650@easter-eggs.com> On Sat, Feb 02, 2008 at 10:12:58PM -0500, Roy Sowa wrote: > I am trying to show the RealName of the requestors and Cc's on the ModifyPeople page in the Current Watcher Area. > > I have tried editing a local ShowUserEntry, but this did not change things. > > Can anyboby point me what files I should be making to make this change ? > html/Ticket/Elements/EditWatchers From leonid at mamchenkov.net Sun Feb 3 07:37:48 2008 From: leonid at mamchenkov.net (Leonid Mamchenkov) Date: Sun, 3 Feb 2008 14:37:48 +0200 Subject: [rt-users] Attachments over a few hundred KB not working In-Reply-To: References: Message-ID: Hi, On Feb 3, 2008 7:54 AM, Sevan / Venture37 wrote: > the only thing that appears in the apache error log is: > [Sun Feb 3 05:46:56 2008] [crit]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/usr/local/rt3/lib/RT/Interface/Web/Handler.pm:195) > > > This is on a fresh install of FreeBSD 7.0-RC1 & RT 3.63 from ports using mysql & apache 1.3 I recently had a somewhat similar problem, which was mostly affecting MSIE users of RT. This discussion helped to solve the problem: http://www.gossamer-threads.com/lists/rt/users/55296 -- Leonid Mamchenkov http://mamchenkov.net From Roy.Sowa at rcmp-grc.gc.ca Sun Feb 3 07:55:37 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sun, 03 Feb 2008 07:55:37 -0500 Subject: [rt-users] Show RealName Message-ID: <47A57379020000AE000060B0@ACPIC-S406.a.rcmp-grc.gc.ca> Thank you Emmanuel RealNames now showing ps: I also have used your patch to allow calendar pop-up for custom date fields. Working very well. Just wanted to say thanks for helping a novice. -------------- next part -------------- An HTML attachment was scrubbed... URL: From eynatnir2 at hotmail.com Sun Feb 3 08:24:01 2008 From: eynatnir2 at hotmail.com (Eynat Nir Mishor) Date: Sun, 3 Feb 2008 15:24:01 +0200 Subject: [rt-users] Search Custom Field for Today's Date Message-ID: Hi Darren, list, 6 months later. have you found a solution to this problem? I too would like to have a saved search that filters by current date (or current week, or some other date range relative to today). It seems there's no such code in pure RT. Has anyone developed it for his own RT? Thanks in advance, Eynat From: Darren Ellis [darren at mepad.net] Sent: Aug 11, 2007, 4:54 AM To: rt-users at lists.bestpractical.com Subject: Search Custom Field for Today's Date Hi All, I am using RT 3.6.4 on CentOS 5.0. Everything stock seems to be working fine. I've defined a few custom fields, one of which I am using as an appointment date field. I would like to create a saved search called "Today's Assignments" that automatically searches the date field for today's date and returns matches. Googling led me to articles that implied that you could use "TODAY" or "today" as a search criterion. As yet I am unable to successfully make this search work. I have tried the following date formats in the field: YYYYMMDD (20070811) MM/DD/YYYY (8/11/2007) My search criterion line is: AND 'CF.{Appt. Date} = 'today' I have also tried: AND 'CF.{Appt. Date} = 'TODAY' I looked through my copy of RT Essentials and didn't find the information I needed there either. Can anyone help? Thanks. Darren -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Sun Feb 3 15:11:28 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 3 Feb 2008 21:11:28 +0100 Subject: [rt-users] Show RealName In-Reply-To: <47A57379020000AE000060B0@ACPIC-S406.a.rcmp-grc.gc.ca> References: <47A57379020000AE000060B0@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <20080203201128.GA28951@easter-eggs.com> On Sun, Feb 03, 2008 at 07:55:37AM -0500, Roy Sowa wrote: > Thank you Emmanuel > RealNames now showing > > ps: I also have used your patch to allow calendar pop-up for custom date fields. Working very well. > Just wanted to say thanks for helping a novice. > You're welcome ;) From rt at northpb.com Sun Feb 3 16:15:56 2008 From: rt at northpb.com (Dan O'Neill) Date: Sun, 03 Feb 2008 13:15:56 -0800 Subject: [rt-users] RT 3.6.5 - quick search shows resolved tickets, seems wrong In-Reply-To: <45EC9D07.7020707@fas.sfu.ca> References: <45EC9D07.7020707@fas.sfu.ca> Message-ID: <47A62F0C.5070805@northpb.com> In RT 3.6.5 when you use quick search it displays tickets that are Resolved. I believe it used to only show tickets that were New, Open or Stalled. The settings in ./share/html/Elements/Quicksearch seem to confirm that Resovled tickets aren't part of the search conditions. Can anyone shed light on this? Thanks, dano From smccreadie at CanyonPartners.com Mon Feb 4 02:10:59 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sun, 3 Feb 2008 23:10:59 -0800 Subject: [rt-users] Calendar pop up for all date fields Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8141E05@SR-ES-EMAIL01.canyonpartners.local> Hello, Im running RT 3.6.6 and I really like the built in calendar pop up for the date fields. However, for some reason a few of the date fields are missing it, like the date fields in the reports section. I tried to look at the code for the existing pop up sand mimic it in the other ones, but I am unable to see where this is happening. Has anyone ran across this? Has anyone added this to all the date fields? Thanks Sean McCreadie Canyon Partners, LLC 310 858 4288 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Mon Feb 4 03:53:58 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 4 Feb 2008 09:53:58 +0100 Subject: [rt-users] RT 3.6.5 - quick search shows resolved tickets, seems wrong In-Reply-To: <47A62F0C.5070805@northpb.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394EE0E9C@w3hamboex11.ger.win.int.kn> Hi Dan, Go to share/html/Elements and pick up Quicksearch change it to this:
<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", titleright => loc("Edit"), titleright_href => $RT::WebPath.'/Prefs/Quicksearch.html' &> <& /Elements/QueueSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'stalled'", name => loc ('stalled') }, {cond => "Status = 'resolved'", name => loc ('resolved') }] &>
<%INIT> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {}); Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (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 -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Dan O'Neill > Gesendet: Sonntag, 3. Februar 2008 22:16 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] RT 3.6.5 - quick search shows resolved > tickets,seems wrong > > In RT 3.6.5 when you use quick search it displays tickets > that are Resolved. I believe it used to only show tickets > that were New, Open or Stalled. > > The settings in ./share/html/Elements/Quicksearch seem to > confirm that Resovled tickets aren't part of the search conditions. > > Can anyone shed light on this? > > Thanks, > > dano > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From eynatnir2 at hotmail.com Mon Feb 4 04:38:32 2008 From: eynatnir2 at hotmail.com (Eynat Nir Mishor) Date: Mon, 4 Feb 2008 11:38:32 +0200 Subject: [rt-users] Search Custom Field for Today's Date In-Reply-To: References: Message-ID: Thanks Greg - you pointed me in the direction of a solution. It seems that RT uses Time::ParseDate module whose documentation can be found here: http://search.cpan.org/~muir/Time-modules/lib/Time/ParseDate.pm It has a wide range of input it can parse. The relative to current time include: "now" (today) "Yesterday" "now - 7 days" Etc. Exactly what I needed - thanks! Eynat From: Greg Evans [mailto:gevans at hcc.net] Sent: Sunday, 03 February 2008 10:21 PM To: Eynat Nir Mishor Cc: Greg Evans Subject: Re: [rt-users] Search Custom Field for Today's Date I haven't tried this, but would something like: AND 'CF.{Appt. Date} = 'now' work maybe? I know I am using now in a custom search and it seems to be working for what I am doing with it and that is just showing all tickets generated that day. My search is "Created = 'now' OR Updated = 'now' Just checked it and since I am off for the weekend, and currently the only person creating tickets, it shows 0 results. DOn't know if that would work for you or not, but it seems to work for me when I am at work. Regards, Greg Evans On Feb 3, 2008, at 5:24 AM, Eynat Nir Mishor wrote: Hi Darren, list, 6 months later. have you found a solution to this problem? I too would like to have a saved search that filters by current date (or current week, or some other date range relative to today). It seems there's no such code in pure RT. Has anyone developed it for his own RT? Thanks in advance, Eynat From: Darren Ellis [darren at mepad.net] Sent: Aug 11, 2007, 4:54 AM To: rt-users at lists.bestpractical.com Subject: Search Custom Field for Today's Date Hi All, I am using RT 3.6.4 on CentOS 5.0. Everything stock seems to be working fine. I've defined a few custom fields, one of which I am using as an appointment date field. I would like to create a saved search called "Today's Assignments" that automatically searches the date field for today's date and returns matches. Googling led me to articles that implied that you could use "TODAY" or "today" as a search criterion. As yet I am unable to successfully make this search work. I have tried the following date formats in the field: YYYYMMDD (20070811) MM/DD/YYYY (8/11/2007) My search criterion line is: AND 'CF.{Appt. Date} = 'today' I have also tried: AND 'CF.{Appt. Date} = 'TODAY' I looked through my copy of RT Essentials and didn't find the information I needed there either. Can anyone help? Thanks. Darren _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From GarimaShahi at aol.com Mon Feb 4 05:08:29 2008 From: GarimaShahi at aol.com (Garima Shahi) Date: Mon, 04 Feb 2008 15:38:29 +0530 Subject: [rt-users] URL for RT I've installed Message-ID: <47A6E41D.7090003@aol.com> Hi, I've installed RT 3.6.5 and can reach the login page at http://cmutils.cm.aol.com:8080/rtnew. But after entering username and password, when I press "Login" button, I reach http://cmutils.cm.aol.com:8080/index.html and not http://cmutils.cm.aol.com:8080/rtnew/index.html. Any ideas what's going wrong? These are my settings in my RT site config file: Set($WebPort , 8080); Set($WebPath , "/rtnew"); However, when I try to login using the login screen at http://cmutils.cm.aol.com:8080/rtnew/index.html,I am able to login. I want to be able to log in using login screen at http://cmutils.cm.aol.com:8080/rtnew....would appreciate any help on this. Thanks, Garima From barnesaw at ucrwcu.rwc.uc.edu Mon Feb 4 08:35:43 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 04 Feb 2008 08:35:43 -0500 Subject: [rt-users] Attachments over a few hundred KB not working In-Reply-To: References: Message-ID: <47A714AF.9030309@ucrwcu.rwc.uc.edu> Check your max_allowed_packet variable in my.cnf Sevan / Venture37 wrote: > the only thing that appears in the apache error log is: > [Sun Feb 3 05:46:56 2008] [crit]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/usr/local/rt3/lib/RT/Interface/Web/Handler.pm:195) > > > This is on a fresh install of FreeBSD 7.0-RC1 & RT 3.63 from ports using mysql & apache 1.3 > > > Sevan / Venture37 > _________________________________________________________________ > Get Hotmail on your mobile, text MSN to 63463! > http://mobile.uk.msn.com/pc/mail.aspx > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From m.d.chappell at bath.ac.uk Mon Feb 4 12:33:20 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Mon, 04 Feb 2008 17:33:20 +0000 Subject: [rt-users] Merging two instances In-Reply-To: <47A1ABBA.8010503@bytemark.co.uk> References: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> <47A1ABBA.8010503@bytemark.co.uk> Message-ID: <47A74C60.3090803@bath.ac.uk> Alex Howells wrote: > Hi Konstantin, > >> We would like to merge one RT (old one) database in to another RT (new one) without losing any tickets or user data. >> These both RTs have about the same number of existing tickets (about 400k) and these tickets numbers are conflicting with each other. >> I've scrolled through the Wiki and the Lists, but failed to locate any data on the matter. > > I'd guess that's because this is something of a corner case! You've not noticed that periodically you get sysadmins asking "how do I merge two RT systems" ? It's not that uncommon, there have been 2 in the last month. Personally I was able to get people to agree that the important data was the ticket data, and as long as the ticket history was there, then they could live with merging the live tickets that would end up with 2 ids, since one of the subject headers would just be ignored by RT. At the minute I'm halfway through writing scripts to do the merge... Basically dumping the data out into xml, changing user ids to email addresses, then reimporting. But I've hard coded mappings of queue ids, and created the new queues on the target system. I can see why shifting down a version's going to be a pig, but with the export/import method it might even work. Mark -- Mark Chappell Unix Systems Administrator From tom at triadsys.com Mon Feb 4 13:13:20 2008 From: tom at triadsys.com (Tom Vier) Date: Mon, 04 Feb 2008 13:13:20 -0500 Subject: [rt-users] making 3.6 look like 3.4 In-Reply-To: <20080131172440.GF3061@easter-eggs.com> References: <47A1F93D.5070508@triadsys.com> <20080131172440.GF3061@easter-eggs.com> Message-ID: <47A755C0.9020701@triadsys.com> Thanks, that's what i was looking for. Doesn't render the same as the old version, tho. I guess there charges elsewhere that effect the html output. -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. Emmanuel Lacour wrote: > On Thu, Jan 31, 2008 at 11:37:17AM -0500, Tom Vier wrote: >> Is there an easy way? I prefer the old color scheme. >> > > In your RT config: > > Set($WebDefaultStylesheet, '3.4-compat'); > From theillien at yahoo.com Mon Feb 4 14:42:53 2008 From: theillien at yahoo.com (Mathew) Date: Mon, 04 Feb 2008 14:42:53 -0500 Subject: [rt-users] 3.6.5 Clickable links In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8141D21@SR-ES-EMAIL01.canyonpartners.local> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8141D21@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <47A76ABD.1020206@yahoo.com> I'm trying to sort this out. I'm looking at Shane's modification to Dirk's callback but I can't figure out where to place it in local/html/Tickets/ShowMessageStanza. That file already has a <%init> section. Keep up with my goings on at http://theillien.blogspot.com Sean McCreadie wrote: > I just saw this post and thought it would be a good idea, got it working > no sweat on 3.6.6 following the instructions on the wiki > > > > http://wiki.bestpractical.com/view/ClickableLinks > > > > Thanks everyone. > > > > Sean > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Toby Darling > Sent: Monday, January 28, 2008 2:58 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] 3.6.5 Clickable links > > > > Working for me - 3.6.1, no 'porting' required. > > > > Mathew Snyder wrote: > >> I looked up how to make links clickable and found the information on > the wiki. > >> However, all of the listed options indicate older versions of RT. Has > anyone > >> ported any of these solutions to the 3.6 branch and had them work? > >> > >> Mathew > > > > LEGAL NOTICE > > Unless expressly stated otherwise, information contained in this > > message is confidential. If this message is not intended for you, > > please inform postmaster at ccdc.cam.ac.uk and delete the message. > > The Cambridge Crystallographic Data Centre is a company Limited > > by Guarantee and a Registered Charity. > > Registered in England No. 2155347 Registered Charity No. 800579 > > Registered office 12 Union Road, Cambridge CB2 1EZ. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From rlansaldo at amherst.edu Mon Feb 4 14:37:35 2008 From: rlansaldo at amherst.edu (Rob Ansaldo) Date: Mon, 4 Feb 2008 14:37:35 -0500 Subject: [rt-users] Performance issues with 3.6.6 upgrade Message-ID: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that interactive response time on 3.6.6 is much slower than 3.6.4. Using the exact same hardware, OS, and MySQL db - most screens (ie; at a glance, ticket display) take less than 0.5 seconds when using 3.6.4 and 3 or more seconds on 3.6.6. We're using CentOS 5.1, perl 5.8.8, apache 2.2.3, MySQL 5.0.22. Any suggestions on where to start in troubleshooting this? From ktm at rice.edu Mon Feb 4 14:59:01 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 4 Feb 2008 13:59:01 -0600 Subject: [rt-users] Performance issues with 3.6.6 upgrade In-Reply-To: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> References: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> Message-ID: <20080204195901.GN4201@it.is.rice.edu> On Mon, Feb 04, 2008 at 02:37:35PM -0500, Rob Ansaldo wrote: > We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that > interactive response time on 3.6.6 is much slower than 3.6.4. Using the > exact same hardware, OS, and MySQL db - most screens (ie; at a glance, > ticket display) take less than 0.5 seconds when using 3.6.4 and 3 or > more seconds on 3.6.6. > > We're using CentOS 5.1, perl 5.8.8, apache 2.2.3, MySQL 5.0.22. > > Any suggestions on where to start in troubleshooting this? I may not have the version right, but try upgrading MySQL to 5.0.45 or higher. Check the list for a discussion of performance problems with 5.0 and minor version < 45. Ken From jesse at bestpractical.com Mon Feb 4 15:23:41 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Feb 2008 15:23:41 -0500 Subject: [rt-users] Performance issues with 3.6.6 upgrade In-Reply-To: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> References: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> Message-ID: <9A2CF548-EFB8-458B-B63C-73180C0462EE@bestpractical.com> On Feb 4, 2008, at 2:37 PM, Rob Ansaldo wrote: > We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that > interactive response time on 3.6.6 is much slower than 3.6.4. Using > the > exact same hardware, OS, and MySQL db - most screens (ie; at a glance, > ticket display) take less than 0.5 seconds when using 3.6.4 and 3 or > more seconds on 3.6.6. > I have a sneaking suspicion it's related to bugs in the older 5.0.x mysql you're running. But what does your slow query log say? From johan.baarman at citec.fi Tue Feb 5 04:16:10 2008 From: johan.baarman at citec.fi (Johan Baarman) Date: Tue, 05 Feb 2008 11:16:10 +0200 Subject: [rt-users] highlight updated tickets In-Reply-To: <891469DFBBD7364EB24DEEB101767D86032914@nlutxch101.corporate.ingrammicro.com> Message-ID: Hi, sorry for the late reply but I was looking for almost the same thing and here?s how I solved it. I wanted to check if a ticket had been updated by anyone else than our staff i.e. requestor or any of the CC:s. I used the example callback and the css from the wiki to change the statuscolor and this is the function: sub statusInColor { my $Ticket = shift; my $status = $Ticket->Status; my $css = "status" . lc $status; my $LastUpdater = $Ticket->LastUpdatedByObj->EmailAddress; my $TicketRequestors = $Ticket->Requestors->MemberEmailAddressesAsString; my $TicketCC = $Ticket->Cc->MemberEmailAddressesAsString; if (($TicketRequestors =~ $LastUpdater) || ($TicketCC =~ $LastUpdater)) { $css = "status" . lc "reply"; $status = "
$status REP
"; } else { $status = "
$status
"; } return \"$status"; } Besides changing the color, I set a ?REP? flag after the status in case any of the users are colorblind. Hope this helps. Regards, Johan Baarman On 1/23/08 2:49 PM, "Hoogstraten, Ton" wrote: > Ello, > > I'm looking for a possible way to make a ticket highlight when it has been > last updated by anybody else then the owner. I Found ShowStatusInColor on the > Wiki page, and it comes close to what I want but I could use some help finding > the correct last updated by user in a ticket instead of the ticket status so I > can modify the callback. > > Regards, > > Ton Hoogstraten > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Tue Feb 5 04:50:46 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Tue, 05 Feb 2008 09:50:46 +0000 Subject: [rt-users] 3.6.5 Clickable links In-Reply-To: <47A76ABD.1020206@yahoo.com> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8141D21@SR-ES-EMAIL01.canyonpartners.local> <47A76ABD.1020206@yahoo.com> Message-ID: <47A83176.3040502@ccdc.cam.ac.uk> Mathew > I'm trying to sort this out. I'm looking at Shane's modification to > Dirk's callback but I can't figure out where to place it in > local/html/Tickets/ShowMessageStanza. That file already has a > <%init> section. You should put the code in $your-rt-path/local/html/Callbacks/your_callbacks/Ticket/Elements/ShowMessageStanza/Default >> http://wiki.bestpractical.com/view/ClickableLinks LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From theillien at yahoo.com Tue Feb 5 04:52:15 2008 From: theillien at yahoo.com (Mathew) Date: Tue, 05 Feb 2008 04:52:15 -0500 Subject: [rt-users] 3.6.5 Clickable links In-Reply-To: <47A83176.3040502@ccdc.cam.ac.uk> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8141D21@SR-ES-EMAIL01.canyonpartners.local> <47A76ABD.1020206@yahoo.com> <47A83176.3040502@ccdc.cam.ac.uk> Message-ID: <47A831CF.30201@yahoo.com> Ahhh...duh. So instead of copying ShowMessageStanza to local/html/Ticket I create a new directory and place Default within it. For some reason, it seems so obvious even though it wasn't stated any different. Keep up with my goings on at http://theillien.blogspot.com Toby Darling wrote: > Mathew > >> I'm trying to sort this out. I'm looking at Shane's modification to >> Dirk's callback but I can't figure out where to place it in >> local/html/Tickets/ShowMessageStanza. That file already has a >> <%init> section. > > You should put the code in > $your-rt-path/local/html/Callbacks/your_callbacks/Ticket/Elements/ShowMessageStanza/Default > >>> http://wiki.bestpractical.com/view/ClickableLinks > > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform postmaster at ccdc.cam.ac.uk and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From roydepp at gmail.com Tue Feb 5 06:17:13 2008 From: roydepp at gmail.com (Roy Depp) Date: Tue, 5 Feb 2008 13:17:13 +0200 Subject: [rt-users] highlight updated tickets In-Reply-To: References: <891469DFBBD7364EB24DEEB101767D86032914@nlutxch101.corporate.ingrammicro.com> Message-ID: Thanks, thats great. I have a problem though, i get the "REP" tag and I can see the "
new REP
" lines correctly in the page source, but it seems like the additional css styles aren't loaded. I've put them into $RT_HOME/local/html/Callbacks/MyCallbacks/NoAuth/webrt.css/Default as described in the ShowStatusInColor wiki page. I've looked into the various RT mailing lists but came up with nothing relevant, so I'm probably missing something here. Any help will be appreciated. tx, Roy. On Feb 5, 2008 11:16 AM, Johan Baarman wrote: > > Hi, sorry for the late reply but I was looking for almost the same thing > and here's how I solved it. I wanted to check if a ticket had been updated > by anyone else than our staff i.e. requestor or any of the CC:s. I used the > example callback and the css from the wiki to change the statuscolor and > this is the function: > > sub statusInColor { > my $Ticket = shift; > my $status = $Ticket->Status; > my $css = "status" . lc $status; > my $LastUpdater = $Ticket->LastUpdatedByObj->EmailAddress; > my $TicketRequestors = > $Ticket->Requestors->MemberEmailAddressesAsString; > my $TicketCC = $Ticket->Cc->MemberEmailAddressesAsString; > > if (($TicketRequestors =~ $LastUpdater) || ($TicketCC =~ $LastUpdater)) > { > $css = "status" . lc "reply"; > $status = "
$status REP
"; > > } > else { > $status = "
$status
"; > } > > return \"$status"; > } > > Besides changing the color, I set a "REP" flag after the status in case any > of the users are colorblind. Hope this helps. > > Regards, > Johan Baarman > > > > > > On 1/23/08 2:49 PM, "Hoogstraten, Ton" wrote: > > > > Ello, > > I'm looking for a possible way to make a ticket highlight when it has been > last updated by anybody else then the owner. I Found ShowStatusInColor on > the Wiki page, and it comes close to what I want but I could use some help > finding the correct last updated by user in a ticket instead of the ticket > status so I can modify the callback. > > Regards, > > Ton Hoogstraten > > ________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ########################################### > > This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. > For more information, connect to http://www.f-secure.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From johan.baarman at citec.fi Tue Feb 5 06:55:29 2008 From: johan.baarman at citec.fi (Johan Baarman) Date: Tue, 05 Feb 2008 13:55:29 +0200 Subject: [rt-users] highlight updated tickets In-Reply-To: Message-ID: Yes I actually had the same problem, I solved it by making a local overlay of main.css in /html/NoAuth/css/3.5-default/ and including a statuscolor.css. You'll put your colorsetting in that file. Sorry I forgot to mention this. /Johan On 2/5/08 1:17 PM, "Roy Depp" wrote: > Thanks, thats great. > I have a problem though, i get the "REP" tag and I can see the "
class="statusreply">new REP
" lines correctly in the page source, > but it seems like the additional css styles aren't loaded. I've put > them into $RT_HOME/local/html/Callbacks/MyCallbacks/NoAuth/webrt.css/Default > as described in the ShowStatusInColor wiki page. > I've looked into the various RT mailing lists but came up with nothing > relevant, so I'm probably missing something here. > Any help will be appreciated. > > tx, > Roy. > > On Feb 5, 2008 11:16 AM, Johan Baarman wrote: > ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/ From roydepp at gmail.com Tue Feb 5 07:51:51 2008 From: roydepp at gmail.com (Roy Depp) Date: Tue, 5 Feb 2008 14:51:51 +0200 Subject: [rt-users] highlight updated tickets In-Reply-To: References: Message-ID: Thank Johan, Added to ShowStatusInColor wiki page. On Feb 5, 2008 1:55 PM, Johan Baarman wrote: > Yes I actually had the same problem, I solved it by making a local overlay > of main.css in /html/NoAuth/css/3.5-default/ and including > a statuscolor.css. You'll put your colorsetting in that file. Sorry I forgot > to mention this. > > /Johan > > > On 2/5/08 1:17 PM, "Roy Depp" wrote: > > > Thanks, thats great. > > I have a problem though, i get the "REP" tag and I can see the "
> class="statusreply">new REP
" lines correctly in the page source, > > but it seems like the additional css styles aren't loaded. I've put > > them into $RT_HOME/local/html/Callbacks/MyCallbacks/NoAuth/webrt.css/Default > > as described in the ShowStatusInColor wiki page. > > I've looked into the various RT mailing lists but came up with nothing > > relevant, so I'm probably missing something here. > > Any help will be appreciated. > > > > tx, > > Roy. > > > > On Feb 5, 2008 11:16 AM, Johan Baarman wrote: > > > > > ########################################### > > This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. > For more information, connect to http://www.f-secure.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Tue Feb 5 08:16:13 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 05 Feb 2008 08:16:13 -0500 Subject: [rt-users] 3.6.5 Clickable links In-Reply-To: <47A83176.3040502@ccdc.cam.ac.uk> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8141D21@SR-ES-EMAIL01.canyonpartners.local> <47A76ABD.1020206@yahoo.com> <47A83176.3040502@ccdc.cam.ac.uk> Message-ID: <47A8619D.50901@yahoo.com> Sweet. It works using Shane's code. I've found one minor issue thought that likely won't be a problem. I'm just bringing them up for the sake of disclosure: if the link is opened in the same browser window/tab and the back button is used to return to the ticket, the link is no longer clickable. Toby Darling wrote: > Mathew > >> I'm trying to sort this out. I'm looking at Shane's modification to >> Dirk's callback but I can't figure out where to place it in >> local/html/Tickets/ShowMessageStanza. That file already has a >> <%init> section. > > You should put the code in > $your-rt-path/local/html/Callbacks/your_callbacks/Ticket/Elements/ShowMessageStanza/Default > >>> http://wiki.bestpractical.com/view/ClickableLinks > > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform postmaster at ccdc.cam.ac.uk and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Tue Feb 5 08:21:16 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 05 Feb 2008 08:21:16 -0500 Subject: [rt-users] 3.6.5 Clickable links In-Reply-To: <47A8619D.50901@yahoo.com> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8141D21@SR-ES-EMAIL01.canyonpartners.local> <47A76ABD.1020206@yahoo.com> <47A83176.3040502@ccdc.cam.ac.uk> <47A8619D.50901@yahoo.com> Message-ID: <47A862CC.1040302@yahoo.com> I take it back. It seems to have only happened once. Each successive test has proven me wrong. Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: > Sweet. It works using Shane's code. I've found one minor issue thought that > likely won't be a problem. I'm just bringing them up for the sake of > disclosure: if the link is opened in the same browser window/tab and the back > button is used to return to the ticket, the link is no longer clickable. > > > Toby Darling wrote: >> Mathew >> >>> I'm trying to sort this out. I'm looking at Shane's modification to >>> Dirk's callback but I can't figure out where to place it in >>> local/html/Tickets/ShowMessageStanza. That file already has a >>> <%init> section. >> You should put the code in >> $your-rt-path/local/html/Callbacks/your_callbacks/Ticket/Elements/ShowMessageStanza/Default >> >>>> http://wiki.bestpractical.com/view/ClickableLinks >> >> LEGAL NOTICE >> Unless expressly stated otherwise, information contained in this >> message is confidential. If this message is not intended for you, >> please inform postmaster at ccdc.cam.ac.uk and delete the message. >> The Cambridge Crystallographic Data Centre is a company Limited >> by Guarantee and a Registered Charity. >> Registered in England No. 2155347 Registered Charity No. 800579 >> Registered office 12 Union Road, Cambridge CB2 1EZ. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rlansaldo at amherst.edu Tue Feb 5 09:24:07 2008 From: rlansaldo at amherst.edu (Rob Ansaldo) Date: Tue, 5 Feb 2008 09:24:07 -0500 Subject: [rt-users] Performance issues with 3.6.6 upgrade In-Reply-To: <9A2CF548-EFB8-458B-B63C-73180C0462EE@bestpractical.com> References: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> <9A2CF548-EFB8-458B-B63C-73180C0462EE@bestpractical.com> Message-ID: <5A204E5C758A4345B42F34924B6141FA061A27@mail7.amherst.edu> On Feb 4, 2008, at 3:34 PM, Jesse Vincent wrote: > On Feb 4, 2008, at 2:37 PM, Rob Ansaldo wrote: > > > We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that > > interactive response time on 3.6.6 is much slower than 3.6.4. Using > > the exact same hardware, OS, and MySQL db - most screens (ie; at a > > glance, ticket display) take less than 0.5 seconds when using 3.6.4 > > and 3 or more seconds on 3.6.6. > > > > I have a sneaking suspicion it's related to bugs in the older 5.0.x mysql you're running. But what does your slow query log say? Based on this and the note from Ken Marshall, I upgraded to MySQL 5.0.51a. The speed is a little better (1.5 to 2 sec) as noted by the "Time to display" at the bottom of the screen, but the actual wall clock time is still several times that. Initial log in displays a time at the bottom of 2 seconds maybe, but the actual time for the system to display anything in the browser is over a minute. If I switch back to 3.6.4, everything is done a fraction of a second. Slow query log has nothing except startup messages in it under both 3.6.4 and 3.6.6. From ktm at rice.edu Tue Feb 5 09:35:54 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 5 Feb 2008 08:35:54 -0600 Subject: [rt-users] Performance issues with 3.6.6 upgrade In-Reply-To: <5A204E5C758A4345B42F34924B6141FA061A27@mail7.amherst.edu> References: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> <9A2CF548-EFB8-458B-B63C-73180C0462EE@bestpractical.com> <5A204E5C758A4345B42F34924B6141FA061A27@mail7.amherst.edu> Message-ID: <20080205143553.GO4201@it.is.rice.edu> On Tue, Feb 05, 2008 at 09:24:07AM -0500, Rob Ansaldo wrote: > On Feb 4, 2008, at 3:34 PM, Jesse Vincent wrote: > > On Feb 4, 2008, at 2:37 PM, Rob Ansaldo wrote: > > > > > We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that > > > interactive response time on 3.6.6 is much slower than 3.6.4. Using > > > the exact same hardware, OS, and MySQL db - most screens (ie; at a > > > glance, ticket display) take less than 0.5 seconds when using 3.6.4 > > > and 3 or more seconds on 3.6.6. > > > > > > > I have a sneaking suspicion it's related to bugs in the older 5.0.x > mysql you're running. But what does your slow query log say? > > Based on this and the note from Ken Marshall, I upgraded to MySQL > 5.0.51a. The speed is a little better (1.5 to 2 sec) as noted by the > "Time to display" at the bottom of the screen, but the actual wall clock > time is still several times that. Initial log in displays a time at the > bottom of 2 seconds maybe, but the actual time for the system to display > anything in the browser is over a minute. If I switch back to 3.6.4, > everything is done a fraction of a second. Slow query log has nothing > except startup messages in it under both 3.6.4 and 3.6.6. Rob, The time at the bottom of the page is calculated when the page is presented by the RT server. The additional time I am assuming is time spent in the browser rendering the page. I wonder what changes were made between 3.6.4 and 3.6.6 that slowed the rendering so dramatically. We are getting ready to upgrade to the 3.6.x series and I would like to be able to use the latest release. Maybe Jesse has some ideas. Cheers, Ken From Candelario at zoominfo.com Tue Feb 5 10:01:57 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Tue, 5 Feb 2008 10:01:57 -0500 Subject: [rt-users] Queue Question Message-ID: Hi, Using RT 3.6.4, I have two queues setup. One is strictly used for clients emailing issues to us. The other is used strictly for tasks. The first one I mentioned works fine with sending and receiving mail. The second, "task", is not able to send any mail when creating a new ticket. We basically want, when creating a new task, the ability to have an email sent that a new task is created. Would anyone have any ideas? Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From scarty at gmail.com Tue Feb 5 10:33:56 2008 From: scarty at gmail.com (Sharlon Carty) Date: Tue, 5 Feb 2008 11:33:56 -0400 Subject: [rt-users] Queue Question In-Reply-To: Message-ID: <47a881e7.06a0100a.0c08.7765@mx.google.com> What does your log file show? Did you create the entries in your alias file? If your using sendmail. _____ -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Tue Feb 5 11:30:23 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 5 Feb 2008 11:30:23 -0500 Subject: [rt-users] Reports Message-ID: <1E915802-A592-49B9-B519-5E549A77CC8D@kingarthurflour.com> I was just looking at the built-in reports, and I couldn't find anything on the wiki or list archives about customizing them or creating new reports. What's the most common approach? RT3StatisticsPackage? My needs are pretty simple. Right now just have four main criteria to report on: For a user-definable time period, stats on: - messages received - replies sent - tickets / category (custom field) Thanks, Steve From stephen.cochran at kingarthurflour.com Tue Feb 5 11:57:22 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 5 Feb 2008 11:57:22 -0500 Subject: [rt-users] Editing a select one custom field Message-ID: <631201DF-284F-4093-9ABB-961E89B69CAC@kingarthurflour.com> I have a simple custom field, when editing it's presented as a selection box, not a pull down menu because of the "size" attribute. in Elements/EditCustomFieldSelect on line 65, I found the following: % if ($Multiple or !@category) { size="<%$Rows%>" % } Assuming I'm reading that correctly as a check to see if the category array is defined, Im wondering why the size would be included. I would think with no categories, you would just want a simple pull-down. Using rt rt3-3.6.3-1.fc7, so might be slightly out of date. Steve From mike.peachey at jennic.com Tue Feb 5 12:03:40 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 05 Feb 2008 17:03:40 +0000 Subject: [rt-users] Reports In-Reply-To: <1E915802-A592-49B9-B519-5E549A77CC8D@kingarthurflour.com> References: <1E915802-A592-49B9-B519-5E549A77CC8D@kingarthurflour.com> Message-ID: <47A896EC.20800@jennic.com> Steve Cochran wrote: > I was just looking at the built-in reports, and I couldn't find > anything on the wiki or list archives about customizing them or > creating new reports. > > What's the most common approach? RT3StatisticsPackage? My needs are > pretty simple. Right now just have four main criteria to report on: > > For a user-definable time period, stats on: > - messages received > - replies sent > - tickets / category (custom field) > It's probably a god-awful way to do it, but failing any better way I could find at the time, I threw together some custom perl scripts called via cron jobs together that end up calling this doQuery($query) : `export RTSERVER=""; export RTUSER=""; export RTPASSWD=""; cd ; echo -e "***\nOutput of Query: $query\n\n" >> ; ../bin/rt list -i "$query" | ../bin/rt show - -f id,subject,owner,status,created,lastupdated >> ; echo -e "\n***" >> ` Apologies for the bad coding - but if you want to clean it up and send it back :p ... -- 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 __________________________________________________ From gevans at hcc.net Tue Feb 5 12:05:28 2008 From: gevans at hcc.net (Greg Evans) Date: Tue, 5 Feb 2008 09:05:28 -0800 Subject: [rt-users] Ideas on best way to do this? Message-ID: <007f01c86819$4f1e8350$1200a8c0@hcc.local> Here is what I would like to do, but I am not sure if the approach I am taking is one that makes sense or if I should be going about it a different way, so I thought I would ask ? Idea for how I would like it to work Caller 1 calls in on Issue A (Ticket #XXXX) -->Ticket Created -->Ticket Gets Resolved -->Caller 1 Calls in on Issue B (Sub/Child Ticket of Original Ticket) -->Ticket Created -->Ticket Gets Resolved -->Caller 1 Calls in on Issue C (Sub/Child Ticket of Original Ticket) -->Ticket Created -->Ticket Gets Resolved Caller 2 calls in on Issue A (Ticket #XXXY) -->Ticket Created -->Ticket Gets Resolved -->Caller 2 Calls in on Issue B (Sub/Child Ticket of Original Ticket) -->Ticket Created -->Ticket Gets Resolved -->Caller 2 Calls in on Issue C (Sub/Child Ticket of Original Ticket) -->Ticket Created -->Ticket Gets Resolved The idea is that when we create a ticket for a given user, each additional ticket will refer to the original ticket. So I am thinking that Child Tickets would be the best way to do this. Am I correct, or am I barking up the wrong tree? Thanks In Advance Greg Evans From mike.peachey at jennic.com Tue Feb 5 12:11:59 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 05 Feb 2008 17:11:59 +0000 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <007f01c86819$4f1e8350$1200a8c0@hcc.local> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> Message-ID: <47A898DF.3030001@jennic.com> Greg Evans wrote: > Here is what I would like to do, but I am not sure if the approach I am taking is one that makes sense or if I should be going about it a different way, so I thought I would ask ? > The idea is that when we create a ticket for a given user, each additional ticket will refer to the original ticket. So I am thinking that Child Tickets would be the best way to do this. Am I correct, or am I barking up the wrong tree? It certainly doesn't seem to make sense, why use the requestor's first ticket as a reference point instead of the requestor account itself? e.g. on any given ticket, one of the searches at the top of the display is "This Requestor's other tickets...", and any ticket list or search can be given the restriction "Requestor LIKE X".. Perhaps if you explained why you were looking at doing it this way - an idea as to what you are trying to accomplish.. -- 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 __________________________________________________ From leonid at mamchenkov.net Tue Feb 5 12:23:50 2008 From: leonid at mamchenkov.net (Leonid Mamchenkov) Date: Tue, 5 Feb 2008 19:23:50 +0200 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <47A898DF.3030001@jennic.com> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> Message-ID: Hello, On Feb 5, 2008 7:11 PM, Mike Peachey wrote: > It certainly doesn't seem to make sense, why use the requestor's first > ticket as a reference point instead of the requestor account itself? [...] > Perhaps if you explained why you were looking at doing it this way - an > idea as to what you are trying to accomplish.. One of the scenarios I can think about (actually one that I am interested in myself) is when you have a number of clients (company information with several individuals, phone numbers, etc). You create a ticket for each each client with some custom fields to store additional information. Then all requests from the client are created as child tickets, so that you can have a clear picture of what's going on by looking at the links of the client ticket. -- Leonid Mamchenkov From mike.peachey at jennic.com Tue Feb 5 12:26:47 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 05 Feb 2008 17:26:47 +0000 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> Message-ID: <47A89C57.2030800@jennic.com> Leonid Mamchenkov wrote: > Hello, > > On Feb 5, 2008 7:11 PM, Mike Peachey wrote: >> It certainly doesn't seem to make sense, why use the requestor's first >> ticket as a reference point instead of the requestor account itself? > [...] >> Perhaps if you explained why you were looking at doing it this way - an >> idea as to what you are trying to accomplish.. > > One of the scenarios I can think about (actually one that I am > interested in myself) is when you have a number of clients (company > information with several individuals, phone numbers, etc). You create > a ticket for each each client with some custom fields to store > additional information. Then all requests from the client are created > as child tickets, so that you can have a clear picture of what's going > on by looking at the links of the client ticket. > Why wouldn't you use User Custom Fields instead of storing the information in a separate ticket for the user? -- 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 __________________________________________________ From gevans at hcc.net Tue Feb 5 12:30:38 2008 From: gevans at hcc.net (Greg Evans) Date: Tue, 5 Feb 2008 09:30:38 -0800 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <47A898DF.3030001@jennic.com> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> Message-ID: <008801c8681c$d3c86dc0$1200a8c0@hcc.local> Hey Mike, We don't really use the requestors field because the tickets don't get viewed or looked at by anyone but myself and my boss. We don't want the replies to go out to the customer, so we don't put their name in it or anything so everything is set up so that the only 'requestor' is our support account. Maybe it would be better for me to just turn off the function of emailing on reply (I think that is it) and put the customers email address in the requestors field and then do as you suggest? Greg Evans -----Original Message----- From: Mike Peachey [mailto:mike.peachey at jennic.com] Sent: Tuesday, February 05, 2008 9:12 AM To: Greg Evans Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ideas on best way to do this? Greg Evans wrote: > Here is what I would like to do, but I am not sure if the approach I am taking is one that makes sense or if I should be going about it a different way, so I thought I would ask ? > The idea is that when we create a ticket for a given user, each additional ticket will refer to the original ticket. So I am thinking that Child Tickets would be the best way to do this. Am I correct, or am I barking up the wrong tree? It certainly doesn't seem to make sense, why use the requestor's first ticket as a reference point instead of the requestor account itself? e.g. on any given ticket, one of the searches at the top of the display is "This Requestor's other tickets...", and any ticket list or search can be given the restriction "Requestor LIKE X".. Perhaps if you explained why you were looking at doing it this way - an idea as to what you are trying to accomplish.. -- 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 __________________________________________________ From KFCrocker at lbl.gov Tue Feb 5 14:21:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 05 Feb 2008 11:21:04 -0800 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <007f01c86819$4f1e8350$1200a8c0@hcc.local> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> Message-ID: <47A8B720.1010202@lbl.gov> Greg, For each ticket that is created, there are links that you can create that will show the relationship between the two (or more) tickets. Child tickets are designed as a dependency, but a one that belongs to the same queue as the base request. This is in case there is an administrator that wants to keeps tabs on just his responsibilities. There is also the "Depends On" link, which is designed to show dependency relationships BETWEEN queues. This would be a case where the administrator of one queue wants to know what tasks (from other queues, different administrator) are holding up his work in his queue. Requestor info (i.e. name, company, etc.) can be controlled by the template you use for notification IF you use a notification. If you have a queue where you do not want the requestors to get notifications, just dissable those kind of scrips, but keep the requestor info on the ticket. Ticket relationships are there for project management type reporting. Not every will need/use them. Also, a dependency SHOULD mean that Ticket #1 CANNOT be resolved until Ticket #2 is resolved first. You shouldn't be able to resolve #1 first. That's the point of the "dependant" relationship. Just a few thoughts. Hope they help. Kenn LBNL On 2/5/2008 9:05 AM, Greg Evans wrote: > Here is what I would like to do, but I am not sure if the approach I am taking is one that makes sense or if I should be going about it a different way, so I thought I would ask ? > > Idea for how I would like it to work > > Caller 1 calls in on Issue A (Ticket #XXXX) > -->Ticket Created > -->Ticket Gets Resolved > -->Caller 1 Calls in on Issue B (Sub/Child Ticket of Original Ticket) > -->Ticket Created > -->Ticket Gets Resolved > -->Caller 1 Calls in on Issue C (Sub/Child Ticket of Original Ticket) > -->Ticket Created > -->Ticket Gets Resolved > > Caller 2 calls in on Issue A (Ticket #XXXY) > -->Ticket Created > -->Ticket Gets Resolved > -->Caller 2 Calls in on Issue B (Sub/Child Ticket of Original Ticket) > -->Ticket Created > -->Ticket Gets Resolved > -->Caller 2 Calls in on Issue C (Sub/Child Ticket of Original Ticket) > -->Ticket Created > -->Ticket Gets Resolved > > The idea is that when we create a ticket for a given user, each additional ticket will refer to the original ticket. So I am thinking that Child Tickets would be the best way to do this. Am I correct, or am I barking up the wrong tree? > > Thanks In Advance > > Greg Evans > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Feb 5 14:40:18 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Feb 2008 14:40:18 -0500 Subject: [rt-users] Is a saved charts list on the home screen possible? In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8141E02@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8141E02@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <20080205194017.GH18727@bestpractical.com> On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: > I recently created the saved search list that is outlined in the wiki, > and its working great. I have it added to my users home screens and > they use it to view individual searches that they have created. What im > hoping for now is to be able to do something similar with saved charts. > I noticed that when you run a search, at the bottom of the show results > screen there is an option to create a bar or pie chart with the search > data. My managers really like this tool and they want me to create a > saved charts section that can be put on the home screen summary, just > like the saved searches. When I try to save the chart using the save > feature at the bottom, it just adds it into the saved searches and when > you click on it, it just shows the search and not direct to the chart. > Has anyone explored this? Thanks > > What version of RT? Recent versions certainly do let you put saved charts on the homepage > > > > Sean McCreadie > > Canyon Partners, LLC > > 310 858 4288 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From smccreadie at CanyonPartners.com Tue Feb 5 15:00:19 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Tue, 5 Feb 2008 12:00:19 -0800 Subject: [rt-users] Is a saved charts list on the home screen possible? References: <6A8A671AFE630144BC8AE1D84E6700B8141E02@SR-ES-EMAIL01.canyonpartners.local> <20080205194017.GH18727@bestpractical.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8141E55@SR-ES-EMAIL01.canyonpartners.local> Im running 3.6.6, the latest version, I must be missing it, ill try again today. Thanks for the feedback. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, February 05, 2008 11:40 AM To: Sean McCreadie Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: > I recently created the saved search list that is outlined in the wiki, > and its working great. I have it added to my users home screens and > they use it to view individual searches that they have created. What im > hoping for now is to be able to do something similar with saved charts. > I noticed that when you run a search, at the bottom of the show results > screen there is an option to create a bar or pie chart with the search > data. My managers really like this tool and they want me to create a > saved charts section that can be put on the home screen summary, just > like the saved searches. When I try to save the chart using the save > feature at the bottom, it just adds it into the saved searches and when > you click on it, it just shows the search and not direct to the chart. > Has anyone explored this? Thanks > > What version of RT? Recent versions certainly do let you put saved charts on the homepage > > > > Sean McCreadie > > Canyon Partners, LLC > > 310 858 4288 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From ml at t-b-o-h.net Tue Feb 5 15:13:13 2008 From: ml at t-b-o-h.net (Tuc at T-B-O-H) Date: Tue, 5 Feb 2008 15:13:13 -0500 (EST) Subject: [rt-users] Replacing functions Message-ID: <200802052013.m15KDD5R009960@vjofn.tucs-beachin-obx-house.com> Hi, In RT2 we used to override the LookupExternalUserInfo in the config file. I read about RT3 doing it in a _Local file, but I see things on Google with people putting in User_Local.pm . Shouldn't it go in EmailParser_Local.pm? And does it go into my $RT/etc/ directory or the $RT/lib/RT directory? (FreeBSD ports install) Thanks, Tuc From ruz at bestpractical.com Tue Feb 5 15:23:12 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 5 Feb 2008 23:23:12 +0300 Subject: [rt-users] Replacing functions In-Reply-To: <200802052013.m15KDD5R009960@vjofn.tucs-beachin-obx-house.com> References: <200802052013.m15KDD5R009960@vjofn.tucs-beachin-obx-house.com> Message-ID: <589c94400802051223o3a26f3a5m481a197378f849d7@mail.gmail.com> http://wiki.bestpractical.com/view/CleanlyCustomizeRT read about overlays and local dir On Feb 5, 2008 11:13 PM, Tuc at T-B-O-H wrote: > Hi, > > In RT2 we used to override the LookupExternalUserInfo in the > config file. I read about RT3 doing it in a _Local file, but I > see things on Google with people putting in User_Local.pm . Shouldn't > it go in EmailParser_Local.pm? And does it go into my $RT/etc/ > directory or the $RT/lib/RT directory? > > (FreeBSD ports install) > > Thanks, Tuc > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From derek at csolve.net Tue Feb 5 16:17:26 2008 From: derek at csolve.net (Derek Buttineau) Date: Tue, 5 Feb 2008 16:17:26 -0500 Subject: [rt-users] Multiple Instances and Instance Specific Local Libs Message-ID: <5B08A4DD-D4FC-4496-8B72-A48EDD2D6A9A@csolve.net> Been mucking around with a MultipleInstances installation of RT using FastCGI and for the most part it's worked wonderfully. Today though I encountered one oddity where it doesn't appear to be working correctly and that's when attempting to use a modified library located in $ENV{RT_INSTANCE_PATH}/local/lib It appears that although the patch: if ($ENV{RT_INSTANCE_PATH}) { lib->import("$ENV{RT_INSTANCE_PATH}/local/lib"); } Is added to @INC, it's not adding it before compile time. Has anyone else encountered this while working with MultipleInstances? -- Regards, Derek Buttineau Internet Systems Developer Compu-SOLVE Internet Services Compu-SOLVE Technologies, Inc Phone: 705-725-1212 x255 E-Mail: derek at csolve.net From fixer at livenation.com Tue Feb 5 19:48:15 2008 From: fixer at livenation.com (Fixer (Robert Smith)) Date: Tue, 05 Feb 2008 16:48:15 -0800 Subject: [rt-users] Changing Queue based on Incoming Email address Message-ID: I can?t seem to get the syntax correct for a User Defined scrip to change queue on an existing ticket, based on which email address they send to. I have two queues, post at mydomain and review at mydomain. We have an external database that sends emails based on where a project is in our workflow, so we need the tickets to drift thru the queues based on emails from the db. Any existing scrips or extensions I might be able to look at? -- Robert Smith | Post Production Manager (:: +1.800.929.0737 x55 | +1.310.882.5584 fax 8:: fixer at livenation.com | AIM:: bigdaddyfix *:: 6255 Sunset Blvd, 17th Floor, | Hollywood, CA, | 90028 ::: http://www.livenation.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Tue Feb 5 20:30:13 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Tue, 5 Feb 2008 17:30:13 -0800 Subject: [rt-users] Changing Queue based on Incoming Email address In-Reply-To: Message-ID: I create all tickets in our general queue and move them based on domain name. Here's the scrip I use: # Domains we want to move my $domains = {}; my %domain_map = ( '\@.*\.?comcast\.com' => "comcast-server", '\@.*\.?cox\.com' => "cox-server" ); #Check each of our defined domains for a match foreach my $domainKey (keys %domain_map ){ if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) { # Domain matches - move to the right queue $self->TicketObj->SetQueue($domain_map{$domainKey}); } } ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Fixer (Robert Smith) Sent: Tuesday, February 05, 2008 4:48 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Changing Queue based on Incoming Email address I can't seem to get the syntax correct for a User Defined scrip to change queue on an existing ticket, based on which email address they send to. I have two queues, post at mydomain and review at mydomain. We have an external database that sends emails based on where a project is in our workflow, so we need the tickets to drift thru the queues based on emails from the db. Any existing scrips or extensions I might be able to look at? -- Robert Smith | Post Production Manager *:: +1.800.929.0737 x55 | +1.310.882.5584 fax *:: fixer at livenation.com | AIM:: bigdaddyfix *:: 6255 Sunset Blvd, 17th Floor, | Hollywood, CA, | 90028 *:: http://www.livenation.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Tue Feb 5 20:31:52 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Tue, 5 Feb 2008 17:31:52 -0800 Subject: [rt-users] Changing Queue based on Incoming Email address In-Reply-To: Message-ID: Whoops. I misread your email.. you said sending *to*, not from. Which syntax is giving you difficulty? I use the following to determine the To: header: my $to = $self->TransactionObj->Attachments->First->GetHeader('To'); ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Fixer (Robert Smith) Sent: Tuesday, February 05, 2008 4:48 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Changing Queue based on Incoming Email address I can't seem to get the syntax correct for a User Defined scrip to change queue on an existing ticket, based on which email address they send to. I have two queues, post at mydomain and review at mydomain. We have an external database that sends emails based on where a project is in our workflow, so we need the tickets to drift thru the queues based on emails from the db. Any existing scrips or extensions I might be able to look at? -- Robert Smith | Post Production Manager *:: +1.800.929.0737 x55 | +1.310.882.5584 fax *:: fixer at livenation.com | AIM:: bigdaddyfix *:: 6255 Sunset Blvd, 17th Floor, | Hollywood, CA, | 90028 *:: http://www.livenation.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From eynatnir2 at hotmail.com Wed Feb 6 01:46:03 2008 From: eynatnir2 at hotmail.com (Eynat Nir Mishor) Date: Wed, 6 Feb 2008 08:46:03 +0200 Subject: [rt-users] Emailing tickets search result Message-ID: Does anyone know of a ready-made solution for emailing tickets search result on a scheduled basis? rt-crontool is a good solution if you want to do something (e.g. email) on each individual ticket that matches search query. But I'm looking for one email being sent which contains a list of all the tickets that match the search query (and/or a chart of this). Similar to capturing a snapshot of "RT at a glance" and sending it by email. Example for usage: every night email the manager a list of all tickets that were created in the past day and how they divide by current status. Thanks, Eynat -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Wed Feb 6 07:37:08 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Wed, 6 Feb 2008 07:37:08 -0500 Subject: [rt-users] Database Dates Message-ID: Are all the dates in the DB stored in GMT? Looking to get some stats out of RT, and have the following query to count all of the request messages (and a negated one for the replies): select Count(*) from Transactions, Tickets where (Transactions.Type = 'Correspond' and Transactions.ObjectType = 'RT::Ticket' and Transactions.ObjectId = Tickets.id and Transactions.Creator = Tickets.Creator and Transactions.Created >= '2008-02-05 00:00:00' and Transactions.Created <= '2008-02-05 23:59:59'); I've noticed that some things that happened on the 5th are actually stored in the DB with a transaction.created date of the 6th. Looks like a GMT conversion factor, but just wanted to confirm before I convert my search params. Steve From yitzchas at touro.edu Wed Feb 6 11:31:47 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Wed, 06 Feb 2008 11:31:47 -0500 Subject: [rt-users] Adding scrip/crontool conditions Message-ID: <47A9E0F3.3060501@touro.edu> Greetings: I'm on a FreeBSD 6.2 port installation of rt-3.6.5, trying to add RT::Condition::UntouchedInHours as given in the wiki. I interpreted the instructions as being simply to drop the code into /usr/local/rt3/lib/RT/Condition/UntouchedInHours.pm On running: /usr/local/rt3/bin/rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --condition RT::Condition::UntouchedInHours --condition-arg 4 \ --action RT::Action::Notify --action-arg owner I'm getting the error: [Wed Feb 6 16:24:34 2008] [crit]: Failed to load module RT::Condition::UntouchedInHours. () at /usr/local/rt3/bin/rt-crontool line 208. (/usr/local/rt3/lib/RT.pm:361) Failed to load module RT::Condition::UntouchedInHours. () at /usr/local/rt3/bin/rt-crontool line 208. I tried doing `apachectl restart` but it didn't help. Am I missing something fundamental? Many thanks, -- Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From gentgeen at wikiak.org Wed Feb 6 11:12:50 2008 From: gentgeen at wikiak.org (Kevin Squire) Date: Wed, 6 Feb 2008 11:12:50 -0500 Subject: [rt-users] Create a prep action based on custom header Message-ID: <386ebf050802060812v1f4482a5n7c1c908991133859@mail.gmail.com> I have a webform that submits an email into RT. I have a scrip that I want to run ONLY if the email came from the webform. I currently have the scrip set up, and all is working - but it works on EVERY email that comes in. I would like to add a check so that if the email came from somewhere other then the web form, then the rest scrip can be by-passed. With my webform, I have added an X-header -- "X-Webform: yes" >From reviewing the archives, It appears as though I can place this check into the prep code. From what I found on the list, I have put the following prep code together. But since my Perl skills are zero to null I wanted to run it by the list: Prep Code: my $Trans = $self->TransactionObj; my $submitted = $Trans->Attachments->First->GetHeader('X-Webform') =~ /^yes\b/ ; # if the X-webform is yes then do magic if ( $submitted = yes ) { return 1; } else { return 0; } So, for the scrip edit page I currently have this: Condition: On Create Action: User Defined Template: Global template:Blank Stage: TransactionCreate Custom condition: BLANK Custom action prep. code: currently it has "return 1;" but I would like to add the check Custom action cleanup code: "My Magic" So my questions are: 1) Is my logic right - by adding a "return 1 if or return 0" type statement to the prep condition will I by-pass the cleanup code? 2) Is my prep code noted above "good" or is my lack of Perl showing through? -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility -------------- next part -------------- An HTML attachment was scrubbed... URL: From pgoffin at mtl-inst.com Wed Feb 6 07:07:31 2008 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Wed, 6 Feb 2008 12:07:31 +0000 Subject: [rt-users] Is RTFM compatible with RT 3.6.6? In-Reply-To: <20071121133941.1F9EF4D8292@diesel.bestpractical.com> References: <20071121133941.1F9EF4D8292@diesel.bestpractical.com> Message-ID: I've just tried to install RTFM 2.2.1 into a fresh RT 3.6.6 installation and everything seemed to work except it doesn't seem to have had any effect on the 3.6.6 system. There are no new menu options, no configuration options. RT 3.6.x doesn't have the sidebar navigation which is how the RTFM manual (dated 2003) says you access RTFM. Are the two compatible? If not, what version of RT should be used with RTFM? Paul This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Feb 6 11:53:20 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 6 Feb 2008 17:53:20 +0100 Subject: [rt-users] Is RTFM compatible with RT 3.6.6? In-Reply-To: References: <20071121133941.1F9EF4D8292@diesel.bestpractical.com> Message-ID: <20080206165320.GD31332@easter-eggs.com> On Wed, Feb 06, 2008 at 12:07:31PM +0000, Paul Goffin wrote: > I've just tried to install RTFM 2.2.1 into a fresh RT 3.6.6 installation > and everything seemed to work except it doesn't seem to have had any > effect on the 3.6.6 system. > Yes it is, we use it here without trouble. Did you fully complete installation process. Look at eventual rights problems on RTFM files. Clean your mason cache and restart apache. From pgoffin at mtl-inst.com Wed Feb 6 10:29:37 2008 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Wed, 6 Feb 2008 15:29:37 +0000 Subject: [rt-users] Is RTFM compatible with RT 3.6.6? In-Reply-To: References: <20071121133941.1F9EF4D8292@diesel.bestpractical.com> Message-ID: I don't know what the problem was but everything seems to be working now. I guess it was finger trouble. Paul Goffin/UK/MTL wrote on 06/02/2008 12:07:31: > I've just tried to install RTFM 2.2.1 into a fresh RT 3.6.6 > installation and everything seemed to work except it doesn't seem to > have had any effect on the 3.6.6 system. > > There are no new menu options, no configuration options. > > RT 3.6.x doesn't have the sidebar navigation which is how the RTFM > manual (dated 2003) says you access RTFM. > > Are the two compatible? If not, what version of RT should be used with RTFM? > > Paul This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsmoriss at mvlan.net Wed Feb 6 10:22:52 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Wed, 6 Feb 2008 15:22:52 +0000 Subject: [rt-users] Rights, rights, rights... Message-ID: <20080206152252.GC32713@zaphod.mvlan.net> Hi everyone, Phew! There are a lot of different ways to setup rights. Our RT 3.6.6 users are checked against our Active Directory server and created automatically. For some reason when someone sends e-mail, and an account doesn't already exist for them, the e-mail fails (I guess this is because there wasn't a password to authenticate the user). So I had to give 'Everyone' some permissions. Here's what I did... Does anyone see a problem with this? Configuration -> Global -> Group Rights: Everyone AssignCustomFields CreateTicket SeeCustomField Privileged AssignCustomFields CreateSavedSearch CreateTicket EditSavedSearches LoadSavedSearch ModifySelf SeeCustomField SeeGroup SeeQueue ShowSavedSearches ShowTicket Watch Requestor AssignCustomFields CreateSavedSearch CreateTicket EditSavedSearches LoadSavedSearch ModifySelf ReplyToTicket SeeCustomField SeeGroup SeeQueue ShowSavedSearches ShowTicket User defined groups: Management AssignCustomFields CommentOnTicket CreateSavedSearch CreateTicket EditSavedSearches LoadSavedSearch ModifyQueueWatchers ModifySelf ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeGroup SeeQueue ShowACL ShowOutgoingEmail ShowSavedSearches ShowScrips ShowTemplate ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc User defined groups: RT-Admin AdminAllPersonalGroups AdminCustomField AdminGroup AdminGroupMembership AdminOwnPersonalGroups AdminQueue AdminUsers AssignCustomFields CommentOnTicket CreateSavedSearch CreateTicket DelegateRights DeleteTicket EditSavedSearches LoadSavedSearch ModifyACL ModifyCustomField ModifyOwnMembership ModifyQueueWatchers ModifyScrips ModifySelf ModifyTemplate ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeGroup SeeQueue ShowACL ShowConfigTab ShowOutgoingEmail ShowSavedSearches ShowScrips ShowTemplate ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc Queue specific rights are given for groups by queue... Configuration -> Queues -> Unix -> Group Rights: User defined groups: Unix AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowACL ShowOutgoingEmail ShowScrips ShowTemplate ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc Thanks! js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From gleduc at mail.sdsu.edu Wed Feb 6 12:27:34 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 06 Feb 2008 09:27:34 -0800 Subject: [rt-users] Create a prep action based on custom header In-Reply-To: <386ebf050802060812v1f4482a5n7c1c908991133859@mail.gmail.co m> References: <386ebf050802060812v1f4482a5n7c1c908991133859@mail.gmail.com> Message-ID: <6.2.1.2.2.20080206092700.0286fd60@mail.sdsu.edu> Hi Kevin, Answers: 1) logic is good but; 2) syntax is not The "my $submitted" line is going to return a true or false depending on whether the header is there and has "yes" as it's argument. Since it's a true/false value, you can use if ( $submitted ) instead of what you have. And in fact, since you already have a boolean value, you could replace your entire "if" block (6 lines after the comment) with: return $submitted; If your X-Webform header exists and has "yes" as it's value, the prep code will return TRUE and let the cleanup code execute, otherwise it will return FALSE and that will be the end of it. Regards, Gene At 08:12 AM 2/6/2008, Kevin Squire wrote: >I have a webform that submits an email into RT. I have a scrip that I >want to run ONLY if the email came from the webform. I currently have the >scrip set up, and all is working - but it works on EVERY email that comes >in. I would like to add a check so that if the email came from somewhere >other then the web form, then the rest scrip can be by-passed. With my >webform, I have added an X-header -- "X-Webform: yes" > > From reviewing the archives, It appears as though I can place this check > into the prep code. From what I found on the list, I have put the > following prep code together. But since my Perl skills are zero to null > I wanted to run it by the list: > >Prep Code: > > my $Trans = $self->TransactionObj; > my $submitted = $Trans->Attachments->First->GetHeader('X-Webform') =~ > /^yes\b/ ; > # if the X-webform is yes then do magic > if ( $submitted = yes ) > { > return 1; > } else { > return 0; > } > > >So, for the scrip edit page I currently have this: > Condition: On Create > Action: User Defined > Template: Global template:Blank > Stage: TransactionCreate > > Custom condition: BLANK > Custom action prep. code: currently it has "return 1;" but I would > like to add the check > Custom action cleanup code: "My Magic" > >So my questions are: >1) Is my logic right - by adding a "return 1 if or return 0" type >statement to the prep condition will I by-pass the cleanup code? >2) Is my prep code noted above "good" or is my lack of Perl showing through? -- Gene LeDuc, GSEC Security Analyst San Diego State University From ajakubas at arces.net Wed Feb 6 06:50:50 2008 From: ajakubas at arces.net (Arkadiusz Jakubas) Date: Wed, 6 Feb 2008 12:50:50 +0100 Subject: [rt-users] I can't search on custom fields Message-ID: RT 3.6.3 I have crated custom fields Admin/Global/CustomFields/Queue-Tickets.html every CF is selected When I search on CF I go always 0 tickets ex. 'CF.{Approval}' LIKE '1. Pending' AND Queue = 'testq' -- Arkadiusz Jakubas Arces Network, LLC http://www.arces.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Feb 6 12:37:59 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Feb 2008 12:37:59 -0500 Subject: [rt-users] Database Dates In-Reply-To: References: Message-ID: On Feb 6, 2008, at 7:37 AM, Steve Cochran wrote: > > Are all the dates in the DB stored in GMT? Looking to get some stats > out of RT, and have the following query to count all of the request > messages (and a negated one for the replies): yes, RT stores dates as GMT and converts for display. -kevin From falcone at bestpractical.com Wed Feb 6 12:40:01 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Feb 2008 12:40:01 -0500 Subject: [rt-users] Changing Queue based on Incoming Email address In-Reply-To: References: Message-ID: On Feb 5, 2008, at 7:48 PM, Fixer (Robert Smith) wrote: > I can?t seem to get the syntax correct for a User Defined scrip to > change queue on an existing ticket, based on which email address > they send to. I have two queues, post at mydomain and > review at mydomain. We have an external database that sends emails > based on where a project is in our workflow, so we need the tickets > to drift thru the queues based on emails from the db. > > Any existing scrips or extensions I might be able to look at? I might be misunderstanding your intent, but can't you use two different mailgate lines in your alias file? post: "|/opt/rt3/bin/rt-mailgate --queue post --action correspond --url http://rt.example.com/" review: "|/opt/rt3/bin/rt-mailgate --queue review --action correspond --url http://rt.example.com/" That should start the ticket in the correct queue -kevin From todd at chaka.net Wed Feb 6 12:49:46 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 6 Feb 2008 12:49:46 -0500 Subject: [rt-users] Changing Queue based on Incoming Email address In-Reply-To: References: Message-ID: <519782dc0802060949w4bb47c6fradb375d190fe4223@mail.gmail.com> He wants an existing ticket to change queues based on the To address in new correspondence. Fixer, did you figure it out yet? ---------------- Now playing: Bob Marley & the Wailers - One Love / People Get Ready posted with FoxyTunes On 2/6/08, Kevin Falcone wrote: > > > On Feb 5, 2008, at 7:48 PM, Fixer (Robert Smith) wrote: > > > I can't seem to get the syntax correct for a User Defined scrip to > > change queue on an existing ticket, based on which email address > > they send to. I have two queues, post at mydomain and > > review at mydomain. We have an external database that sends emails > > based on where a project is in our workflow, so we need the tickets > > to drift thru the queues based on emails from the db. > > > > Any existing scrips or extensions I might be able to look at? > > I might be misunderstanding your intent, but can't you use two > different mailgate lines in your alias file? > > post: "|/opt/rt3/bin/rt-mailgate --queue post --action > correspond --url http://rt.example.com/" > review: "|/opt/rt3/bin/rt-mailgate --queue review --action > correspond --url http://rt.example.com/" > > That should start the ticket in the correct queue > > -kevin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Wed Feb 6 12:24:21 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 06 Feb 2008 17:24:21 +0000 Subject: [rt-users] Emailing tickets search result In-Reply-To: References: Message-ID: <47A9ED45.8050603@ccdc.cam.ac.uk> Hi > Example for usage: every night email the manager a list of all tickets that > were created in the past day and how they divide by current status. Simple command line: for s in open new resolved; do echo "=== $s ==="; rt list -s "created = 'today' AND status = '$s'"; done | mail ... LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From jsmoriss at mvlan.net Wed Feb 6 10:03:55 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Wed, 6 Feb 2008 15:03:55 +0000 Subject: [rt-users] Suggestion for Approvals... Message-ID: <20080206150355.GB32713@zaphod.mvlan.net> Hi everyone, I've installed RT 3.6.6 and have everything running fine, but I need to address the need for approvals. There are several ways to setup approvals, and I'm not sure what's best for us. I was hoping I could describe our need, and you guys could suggest the best approach. This would save me a lot of trial-and-error configs. :-) So, generally people send e-mails to one of several queues and a ticket is opened. An e-mail is sent to the AdminCCs and gets worked on. Once in a while a ticket needs to be approved. Once approved it can get worked on. Generally the tech picking up the ticket would be the one to determine that it needs approval. So, here's a few things I thought about. 1) The tech could move the ticket to an approval queue. This approval queue would have some global AdminCCs defined, so I guess they would receive an e-mail when a ticket is transfered into this queue? They would probably have to change the status (or a custom field) to 'approved' and then move it back to it's original queue. 2) The tech could change the status to 'ApprovlReq'. The status change would send an e-mail to an approval mailing list by defining a new scrip, and a member of that mailing list would change the status to 'Approved'. These status changes get logged in the history, making the auditors happy. :-) 3) A custom field could be used instead of the status field. I'm not sure if a Ticket or Ticket Trans custom field would be better. I'm also not sure how to trigger a scrip when the custom field changes. It seems to me the status change would be a better approach. Generally, when a ticket is marked as needing approval, the requestor and a management group needs to be advised. When the ticket is approved, the requestor and owner needs to be advised. So, what do you guys think? I'm kinda leaning towards #2, unless you can suggest something better... Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From anarcat at anarcat.ath.cx Wed Feb 6 13:19:17 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Wed, 6 Feb 2008 13:19:17 -0500 Subject: [rt-users] Crash on RT 3.6.5 Message-ID: <20080206181917.GE14153@anarcat.ath.cx> I have a weird crash here. I attached the apache error log. It seems to occur when we paste in some weird and funky caracters, but then it could be anything since we're having a hard time reproducing the issue. The problem is this: when a ticket is created with a specific body, displaying it crashes the whole mason process (which FCGID restarts here). Any idea? -- Conformity-the natural instinct to passively yield to that vague something recognized as authority. - Mark Twain -------------- next part -------------- [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: missing FROM-clause entry for table "users_3" at character 324 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9627788) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE ((Users_3.id = '335')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR (main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9627788)', 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Group...') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 231 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x9df55c8)') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 491 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Next('RT::Tickets=HASH(0x9df55c8)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 2670 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tRT::Tickets::Next('RT::Tickets=HASH(0x9df55c8)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 74 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('title_href', 'undef', 'title', 'More about "Service \xc3\xa0 la client\xc3\xa8le SNU"') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b0fdbc)', 'title_href', 'undef', 'title', 'More about "Service \xc3\xa0 la client\xc3\xa8le SNU"') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href', 'undef', 'title', 'More about "Service \xc3\xa0 la client\xc3\xa8le SNU"') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 83 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9e0df9c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9ce4290)', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 72 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9e0df9c)', 'Attachments', 'RT::Attachments=HASH(0x9e0e008)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b3b880)', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)', 'Attachments', 'RT::Attachments=HASH(0x9e0e008)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)', 'Attachments', 'RT::Attachments=HASH(0x9e0e008)') called at /usr/local/rt3/share/html/Ticket/Display.html line 58 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b0fdbc)', 'title', 'Ticket metadata') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'title', 'Ticket metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x995deb0)', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 11785) called at /usr/local/rt3/share/html/autohandler line 291 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9932808)', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1251 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 192 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 192 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 342 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Interp::exec('undef', 'undef', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 123 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 123 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9623b08)', 'HASH(0x9b49124)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 73 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9623b08)', 'CGI::Fast=HASH(0x98f80dc)') called at /usr/local/rt3/bin/mason_handler.fcgi line 78 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/rt3/bin/mason_handler.fcgi line 78 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: missing FROM-clause entry for table "users_3" at character 324 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9627788) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE ((Users_3.id = '56325')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR (main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9627788)', 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Group...') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 231 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x9e06918)') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 491 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Next('RT::Tickets=HASH(0x9e06918)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 2670 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tRT::Tickets::Next('RT::Tickets=HASH(0x9e06918)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 74 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('title_href', 'undef', 'title', 'More about psycoco at hotmail.com') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b0fdbc)', 'title_href', 'undef', 'title', 'More about psycoco at hotmail.com') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href', 'undef', 'title', 'More about psycoco at hotmail.com') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 83 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9e0df9c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9ce4290)', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 72 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9e0df9c)', 'Attachments', 'RT::Attachments=HASH(0x9e0e008)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b3b880)', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)', 'Attachments', 'RT::Attachments=HASH(0x9e0e008)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0x9e0df9c)', 'Attachments', 'RT::Attachments=HASH(0x9e0e008)') called at /usr/local/rt3/share/html/Ticket/Display.html line 58 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b0fdbc)', 'title', 'Ticket metadata') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'title', 'Ticket metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x995deb0)', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 11785) called at /usr/local/rt3/share/html/autohandler line 291 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9932808)', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1251 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 192 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 192 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 342 [Wed Feb 06 12:53:55 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Interp::exec('undef', 'undef', 'id', 11785) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 123 [Wed Feb 06 12:53:56 2008] [error] [client 72.0.210.216] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \teval {Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9e0559c)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 192 [Wed Feb 06 12:53:56 2008] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 44852) terminated due to uncaught signal '11' (Segmentation fault) [Wed Feb 06 12:53:56 2008] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" has remained running for more than 30 seconds, its restart interval has been restored to 5 seconds -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From mike.peachey at jennic.com Wed Feb 6 05:57:51 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 06 Feb 2008 10:57:51 +0000 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <008801c8681c$d3c86dc0$1200a8c0@hcc.local> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> <008801c8681c$d3c86dc0$1200a8c0@hcc.local> Message-ID: <47A992AF.4080109@jennic.com> Greg Evans wrote: > Hey Mike, > > We don't really use the requestors field because the tickets don't get viewed or looked at by anyone but myself and my boss. We don't want the replies to go out to the customer, so we don't put their name in it or anything so everything is set up so that the only 'requestor' is our support account. Maybe it would be better for me to just turn off the function of emailing on reply (I think that is it) and put the customers email address in the requestors field and then do as you suggest? In my experience of using RT on a small scale and then ramping it up, there are two things you should take into account when starting: 1. The system was carefully designed to function in a specific way with a specific logical structure. While it is possible to change the way it works and use it differently, you should always try to work within the original design, or you will be working against yourself and it will be ultimately self-defeating. 2. Start like you're starting with a very large system, otherwise you can create major problems for yourself when you start to grow the system later. Just because you only have one or two users, use it as if you had 300. Our internal support system started with two users, me and the boss. Then we integrated the rest of the company via LDAP and a new tech. support guy and now we are running at over 100 users. The only reason it works so well is that we went back on decisions made at the start because it was only for us, to make sure it remained scalable. If I can now apply the two points above to what you said about what you actually want it to do: "We don't want the replies to go out to the customer, so we don't put their name in it or anything so everything is set up so that the only 'requestor' is our support account." With regards to point 1, you don't want replies to go out to the customer, RT is designed to allow you to turn off this functionality at the click of a button, so rather than change the whole nature of the requestor object by assigning it as yourself, stay within RT's original design and just turn off the global scrip "On Correspond Notify Requestors and Ccs with template Correspondence". This will prevent the requestor or any CCs from being notified by e-mail about the tickets, but will allow you to correctly assign requestors and work with them as proper user objects. If you then find that you are not receiving e-mail yourself about tickets that you've created in someone else's name, the simple solution is to add yourself as an AdminCC for either individual tickets, or the whole queue and you will then get e-mails about everything someone else does on the ticket. With regards to point 2, having the support account be the requestor for every ticket is fine for now - but should the time come that you need to deal with more users, or more tickets, or expand your staff.. it's going to become difficult to deal with it and, if at the same time, you have change the design structure so that tickets are keeping information about users, but ticket requestors aren't the users etc.. it's going to end up completely unmanageable. The whole reason that RT is used world-wide by very large companies and very small companies alike is that it's design is perfect. It works for tiny systems and it works for massive systems, all you have to do is work with it and not against it. So, in short: Turn off the global scrip: "On Correspond Notify Requestors and Ccs with template Correspondence" Add extra information about users in USER custom fields. Add the users as requestors and then set the OWNER to be the person dealing with the ticket. Anyone that should get e-mails about any action on a queue that they themselves have not made should be an AdminCC for the queue, or they should be set as AdminCCs for individual tickets. Good luck. -- 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 __________________________________________________ From mike.peachey at jennic.com Wed Feb 6 08:27:31 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 06 Feb 2008 13:27:31 +0000 Subject: [rt-users] CanonicalizeEmailAddress Message-ID: <47A9B5C3.6060300@jennic.com> I've been staring at CanonicalizeEmailAddress for hours now and every time I think I understand its purpose and how it's doing it, I am forced to change my mind. Can anyone make it plain & simple? -- 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 __________________________________________________ From todd at chaka.net Wed Feb 6 13:35:55 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 6 Feb 2008 13:35:55 -0500 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <47A992AF.4080109@jennic.com> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> <008801c8681c$d3c86dc0$1200a8c0@hcc.local> <47A992AF.4080109@jennic.com> Message-ID: <519782dc0802061035h4b7cd840pa34a4b17effa3fe3@mail.gmail.com> Let's not delude ourselves. Most of RT is very flexibly designed, but it's not perfect. Maybe RT4 will be perfect but I doubt it. I agree with your other points though. Leave the requestor field alone and turn off email to the requestor if that is what is desired. -Todd -------------- next part -------------- An HTML attachment was scrubbed... URL: From ml at t-b-o-h.net Wed Feb 6 13:39:54 2008 From: ml at t-b-o-h.net (Tuc at T-B-O-H) Date: Wed, 6 Feb 2008 13:39:54 -0500 (EST) Subject: [rt-users] Replacing functions In-Reply-To: <589c94400802051223o3a26f3a5m481a197378f849d7@mail.gmail.com> from "Ruslan Zakirov" at Feb 05, 2008 11:23:12 PM Message-ID: <200802061839.m16Idse8042017@vjofn.tucs-beachin-obx-house.com> Hi, I saw that, but the original file isn't in a XXX_Overlay.pm file currently. Does that not make it eligible for overlay/local? I'd rather not use the local dir and overwrite the entire module, just the LookupExternalUserInfo function. Thanks, Tuc > > http://wiki.bestpractical.com/view/CleanlyCustomizeRT > read about overlays and local dir > > On Feb 5, 2008 11:13 PM, Tuc at T-B-O-H wrote: > > Hi, > > > > In RT2 we used to override the LookupExternalUserInfo in the > > config file. I read about RT3 doing it in a _Local file, but I > > see things on Google with people putting in User_Local.pm . Shouldn't > > it go in EmailParser_Local.pm? And does it go into my $RT/etc/ > > directory or the $RT/lib/RT directory? > > > > (FreeBSD ports install) > > > > Thanks, Tuc From todd at chaka.net Wed Feb 6 00:33:07 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 6 Feb 2008 00:33:07 -0500 Subject: [rt-users] Changing Queue based on Incoming Email address In-Reply-To: References: Message-ID: <519782dc0802052133o7863bf9eu76400bce5e21e10f@mail.gmail.com> How does email get into your RT? We use aliases and the RT mail gateway to get mail sent to different addresses into different queues. That's really standard practice for RT. On 2/5/08, Fixer (Robert Smith) wrote: > > I can't seem to get the syntax correct for a User Defined scrip to change > queue on an existing ticket, based on which email address they send to. I > have two queues, post at mydomain and review at mydomain. We have an external > database that sends emails based on where a project is in our workflow, so > we need the tickets to drift thru the queues based on emails from the db. > > Any existing scrips or extensions I might be able to look at? > > > *-- > Robert Smith* | Post Production Manager > (:: +1.800.929.0737 x55 | +1.310.882.5584 fax > 8:: *fixer at livenation.com* | AIM:: bigdaddyfix > *:: 6255 Sunset Blvd, 17th Floor, | Hollywood, CA, | 90028 > ::: *http://www.livenation.com* <*http://www.livenation.com/*> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Feb 6 14:19:48 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 06 Feb 2008 11:19:48 -0800 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <20080206152252.GC32713@zaphod.mvlan.net> References: <20080206152252.GC32713@zaphod.mvlan.net> Message-ID: <47AA0854.6040604@lbl.gov> Jean-Sebastion, Whew! You have really given alot of people alot of rights. By granting "AssignCustomFields" to everyone, you have opened the dor to let every tom dick and harry create any number of fields for their tickets that might be redundant to what someone else has created and you have a lot of redundant, non-centralized, hard to maintain, info flying around that you have no control over because you gave that control to everyone. If you like a lot of maintenence work then, I guess that's ok. You also grant the same rights for roles that you have already granted to privileged users. That is also redundant as if they have the right as a "privileged: user, then they have it, period. They don't need it again. That, too, will create a nightmare of debugging as when you make a rights change in one place and it doesn't work, you will wonder why. Typically, or at least for a measure of control, you might want to sit down and evaluate exactly what you want certain roles to do on which specific queues, what kind of control you want to have over all of it and what kind of control you want to have for each queue. Do you want each queue to be managed and controlled independently of other queues? What kind of users will have access to each queue? Will there be "support" groups and "user (requestors)" groups? How much access should they have in a queue? This is a lot of process and decide on. What is the purpose or function of your RT installation? What kind of users will be on the system (i.e. technical support people for each queue, seperate requestors for each queue, etc.). What kind of communication do you want for each queue. Do you want requestors to see technical comments made by technical people that work on the tickets in a specific queue? Try to define all of this and let me know. I'll be able to provide more precise and specific advice when I have that info. Kenn LBNL On 2/6/2008 7:22 AM, Jean-Sebastien Morisset wrote: > Hi everyone, > > Phew! There are a lot of different ways to setup rights. Our RT 3.6.6 > users are checked against our Active Directory server and created > automatically. For some reason when someone sends e-mail, and an account > doesn't already exist for them, the e-mail fails (I guess this is > because there wasn't a password to authenticate the user). So I had to > give 'Everyone' some permissions. > > Here's what I did... Does anyone see a problem with this? > > Configuration -> Global -> Group Rights: > > Everyone > AssignCustomFields > CreateTicket > SeeCustomField > > Privileged > AssignCustomFields > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifySelf > SeeCustomField > SeeGroup > SeeQueue > ShowSavedSearches > ShowTicket > Watch > > Requestor > AssignCustomFields > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifySelf > ReplyToTicket > SeeCustomField > SeeGroup > SeeQueue > ShowSavedSearches > ShowTicket > > User defined groups: Management > AssignCustomFields > CommentOnTicket > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifyQueueWatchers > ModifySelf > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeGroup > SeeQueue > ShowACL > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > User defined groups: RT-Admin > AdminAllPersonalGroups > AdminCustomField > AdminGroup > AdminGroupMembership > AdminOwnPersonalGroups > AdminQueue > AdminUsers > AssignCustomFields > CommentOnTicket > CreateSavedSearch > CreateTicket > DelegateRights > DeleteTicket > EditSavedSearches > LoadSavedSearch > ModifyACL > ModifyCustomField > ModifyOwnMembership > ModifyQueueWatchers > ModifyScrips > ModifySelf > ModifyTemplate > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeGroup > SeeQueue > ShowACL > ShowConfigTab > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > Queue specific rights are given for groups by queue... > > Configuration -> Queues -> Unix -> Group Rights: > > User defined groups: Unix > AssignCustomFields > CommentOnTicket > CreateTicket > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowACL > ShowOutgoingEmail > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > Thanks! > js. From lists_rt at amnesiamachine.com Wed Feb 6 15:05:54 2008 From: lists_rt at amnesiamachine.com (RT Lists) Date: Wed, 6 Feb 2008 13:05:54 -0700 Subject: [rt-users] Is a saved charts list on the home screen possible? In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8141E55@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8141E02@SR-ES-EMAIL01.canyonpartners.local> <20080205194017.GH18727@bestpractical.com> <6A8A671AFE630144BC8AE1D84E6700B8141E55@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <1a260ce60802061205o5e290d9fhc21cfc6907f8bf91@mail.gmail.com> Hi Sean, Did you have any luck with this? I thought it was a great idea, but after poking around on my 3.6.6 instance I haven't been able to determine how it's done. Thanks! -Matt On 2/5/08, Sean McCreadie wrote: > > Im running 3.6.6, the latest version, I must be missing it, ill try > again today. Thanks for the feedback. > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, February 05, 2008 11:40 AM > To: Sean McCreadie > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Is a saved charts list on the home screen > possible? > > > > > On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: > > I recently created the saved search list that is outlined in the wiki, > > and its working great. I have it added to my users home screens and > > they use it to view individual searches that they have created. What > im > > hoping for now is to be able to do something similar with saved > charts. > > I noticed that when you run a search, at the bottom of the show > results > > screen there is an option to create a bar or pie chart with the search > > data. My managers really like this tool and they want me to create a > > saved charts section that can be put on the home screen summary, just > > like the saved searches. When I try to save the chart using the save > > feature at the bottom, it just adds it into the saved searches and > when > > you click on it, it just shows the search and not direct to the chart. > > Has anyone explored this? Thanks > > > > > > What version of RT? Recent versions certainly do let you put saved > charts on the homepage > > > > > > > > Sean McCreadie > > > > Canyon Partners, LLC > > > > 310 858 4288 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Feb 6 15:27:08 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 6 Feb 2008 23:27:08 +0300 Subject: [rt-users] Replacing functions In-Reply-To: <200802061839.m16Idse8042017@vjofn.tucs-beachin-obx-house.com> References: <589c94400802051223o3a26f3a5m481a197378f849d7@mail.gmail.com> <200802061839.m16Idse8042017@vjofn.tucs-beachin-obx-house.com> Message-ID: <589c94400802061227o65b4bb22yaf587a932a9573fc@mail.gmail.com> In the bottom of main .pm file you can find something like: eval "require RT::EmailParser_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/EmailParser_Vendor.pm}); eval "require RT::EmailParser_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/EmailParser_Local.pm}); Such code loads matching _Vendor.pm and _Local.pm files. So you can use local/lib/RT/EmailParser_Local.pm to override that function. _Overlay.pm we use only where main .pm file is auto-generated by a tool, but that doesn't mean you can not use _Local.pm files for those without overlay.pm. You can use the following command to test that: find lib/ -type f -name '*.pm' | xargs grep -lP 'require\s.*_Local' Please, update the wiki with this info so next time people will get everything right without asking. On Feb 6, 2008 9:39 PM, Tuc at T-B-O-H wrote: > Hi, > > I saw that, but the original file isn't in a XXX_Overlay.pm file > currently. Does that not make it eligible for overlay/local? I'd rather > not use the local dir and overwrite the entire module, just the > LookupExternalUserInfo function. > > Thanks, Tuc > > > > > > http://wiki.bestpractical.com/view/CleanlyCustomizeRT > > read about overlays and local dir > > > > On Feb 5, 2008 11:13 PM, Tuc at T-B-O-H wrote: > > > Hi, > > > > > > In RT2 we used to override the LookupExternalUserInfo in the > > > config file. I read about RT3 doing it in a _Local file, but I > > > see things on Google with people putting in User_Local.pm . Shouldn't > > > it go in EmailParser_Local.pm? And does it go into my $RT/etc/ > > > directory or the $RT/lib/RT directory? > > > > > > (FreeBSD ports install) > > > > > > Thanks, Tuc > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From crpatter at ci.grand-rapids.mi.us Wed Feb 6 15:29:34 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Wed, 6 Feb 2008 15:29:34 -0500 Subject: [rt-users] CanonicalizeEmailAddress In-Reply-To: <47A9B5C3.6060300@jennic.com> References: <47A9B5C3.6060300@jennic.com> Message-ID: Basically, you use it to replace an email address that you set a pattern match for in RT_SiteConfig with another address, also set in RT_SiteConfig For example, in RT_SiteConfig you set... Set($CanonicalizeEmailAddressMatch, '@foo\.com$'); Set($CanonicalizeEmailAddressReplace, '@foo.bar.com'); So, when someone sends in an email to RT from john.doe at foo.com, it replaces it with john.doe at foo.bar.com. We use this feature to make sure all of our local emails come in the same way so we can recognize external emails easier. Craig Patterson -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike Peachey Sent: Wednesday, February 06, 2008 8:28 AM To: RT Users Subject: [rt-users] CanonicalizeEmailAddress I've been staring at CanonicalizeEmailAddress for hours now and every time I think I understand its purpose and how it's doing it, I am forced to change my mind. Can anyone make it plain & simple? -- 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 __________________________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ml at t-b-o-h.net Wed Feb 6 15:52:06 2008 From: ml at t-b-o-h.net (Tuc at T-B-O-H.NET) Date: Wed, 6 Feb 2008 15:52:06 -0500 (EST) Subject: [rt-users] Replacing functions In-Reply-To: <589c94400802061227o65b4bb22yaf587a932a9573fc@mail.gmail.com> Message-ID: <200802062052.m16Kq67b061040@himinbjorg.tucs-beachin-obx-house.com> Hi, Understood, thank you. Yes, the wiki didn't seem to indicate that. I only saw "The real RT code is in XXX_Overlay.pm.". Since the EmailParser.pm doesn't have a _Overlay, I wasn't sure it was eligible for it. That xargs doesn't work on my FreeBSD, but I'll figure that out myself. Thanks again. Tuc > > In the bottom of main .pm file you can find something like: > eval "require RT::EmailParser_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/EmailParser_Vendor.pm}); > eval "require RT::EmailParser_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/EmailParser_Local.pm}); > > Such code loads matching _Vendor.pm and _Local.pm files. So you can > use local/lib/RT/EmailParser_Local.pm to override that function. > _Overlay.pm we use only where main .pm file is auto-generated by a > tool, but that doesn't mean you can not use _Local.pm files for those > without overlay.pm. > > You can use the following command to test that: > find lib/ -type f -name '*.pm' | xargs grep -lP 'require\s.*_Local' > > Please, update the wiki with this info so next time people will get > everything right without asking. > > On Feb 6, 2008 9:39 PM, Tuc at T-B-O-H wrote: > > Hi, > > > > I saw that, but the original file isn't in a XXX_Overlay.pm file > > currently. Does that not make it eligible for overlay/local? I'd rather > > not use the local dir and overwrite the entire module, just the > > LookupExternalUserInfo function. > > > > Thanks, Tuc > > > > > > > > > > http://wiki.bestpractical.com/view/CleanlyCustomizeRT > > > read about overlays and local dir > > > > > > On Feb 5, 2008 11:13 PM, Tuc at T-B-O-H wrote: > > > > Hi, > > > > > > > > In RT2 we used to override the LookupExternalUserInfo in the > > > > config file. I read about RT3 doing it in a _Local file, but I > > > > see things on Google with people putting in User_Local.pm . Shouldn't > > > > it go in EmailParser_Local.pm? And does it go into my $RT/etc/ > > > > directory or the $RT/lib/RT directory? > > > > > > > > (FreeBSD ports install) > > > > > > > > Thanks, Tuc > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > From ruz at bestpractical.com Wed Feb 6 15:54:09 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 6 Feb 2008 23:54:09 +0300 Subject: [rt-users] Crash on RT 3.6.5 In-Reply-To: <20080206181917.GE14153@anarcat.ath.cx> References: <20080206181917.GE14153@anarcat.ath.cx> Message-ID: <589c94400802061254s4a9f6fe9q10ac7ea593287a1@mail.gmail.com> You have two different problems as far as I see: 1) wrong sql - update DBIx::SearchBuilder module to the latest available from the CPAN 2) segmentation fault - update Text::Quoted to the latest version available from the CPAN Both have been discussed several times before. Idea - use smart searches by archives: http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=forum_3&search_string=Segmentation+fault&search_type=AND&search_fields=sb&search_time=3m&search_user_username=&sb=post_time&mh=25 On Feb 6, 2008 9:19 PM, The Anarcat wrote: > I have a weird crash here. I attached the apache error log. It seems to > occur when we paste in some weird and funky caracters, but then it could > be anything since we're having a hard time reproducing the issue. > > The problem is this: when a ticket is created with a specific body, > displaying it crashes the whole mason process (which FCGID restarts > here). > > Any idea? > > -- > Conformity-the natural instinct to passively yield to that vague something > recognized as authority. > - Mark Twain > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.6 (GNU/Linux) > > iD8DBQFHqfolWGBzs0AjcC8RAnn2AKCStOR4vWBToFuLnWy+hsw8e8AvDgCfQXRK > TD7an382NSSryrcoE+EoODw= > =4Qwv > -----END PGP SIGNATURE----- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ml at t-b-o-h.net Wed Feb 6 16:06:41 2008 From: ml at t-b-o-h.net (Tuc at T-B-O-H) Date: Wed, 6 Feb 2008 16:06:41 -0500 (EST) Subject: [rt-users] Replacing functions In-Reply-To: <589c94400802061227o65b4bb22yaf587a932a9573fc@mail.gmail.com> from "Ruslan Zakirov" at Feb 06, 2008 11:27:08 PM Message-ID: <200802062106.m16L6f5s047409@vjofn.tucs-beachin-obx-house.com> > > Please, update the wiki with this info so next time people will get > everything right without asking. > Also would be good to mention that when they do, and reload apache, they'll see if it took or not by something like : Subroutine LookupExternalUserInfo redefined at /usr/local/rt3/lib/RT/EmailParser_Local.pm line 45 Tuc From sholmes42 at mac.com Wed Feb 6 16:41:15 2008 From: sholmes42 at mac.com (Steve Holmes) Date: Wed, 6 Feb 2008 16:41:15 -0500 Subject: [rt-users] Is a saved charts list on the home screen possible? In-Reply-To: <1a260ce60802061205o5e290d9fhc21cfc6907f8bf91@mail.gmail.com> References: <6A8A671AFE630144BC8AE1D84E6700B8141E02@SR-ES-EMAIL01.canyonpartners.local> <20080205194017.GH18727@bestpractical.com> <6A8A671AFE630144BC8AE1D84E6700B8141E55@SR-ES-EMAIL01.canyonpartners.local> <1a260ce60802061205o5e290d9fhc21cfc6907f8bf91@mail.gmail.com> Message-ID: <43be87180802061341s38da56d4v83449b071c5101a6@mail.gmail.com> On 3.6.3: Do a search and create a chart. At the bottom save the chart. Then go back to your at a glance page and click 'Edit' in either of the two scrolling menus on the left find your saved chart and select it and copy it over the to box on the right by clicking on the arrow. scroll down to the bottom of the page and click save. That should do it. Steve. On Feb 6, 2008 3:05 PM, RT Lists wrote: > Hi Sean, > > Did you have any luck with this? I thought it was a great idea, but after > poking around on my 3.6.6 instance I haven't been able to determine how > it's done. > > Thanks! > > -Matt > > > > On 2/5/08, Sean McCreadie wrote: > > > > Im running 3.6.6, the latest version, I must be missing it, ill try > > again today. Thanks for the feedback. > > > > -----Original Message----- > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sent: Tuesday, February 05, 2008 11:40 AM > > To: Sean McCreadie > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Is a saved charts list on the home screen > > possible? > > > > > > > > > > On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: > > > I recently created the saved search list that is outlined in the wiki, > > > and its working great. I have it added to my users home screens and > > > they use it to view individual searches that they have created. What > > im > > > hoping for now is to be able to do something similar with saved > > charts. > > > I noticed that when you run a search, at the bottom of the show > > results > > > screen there is an option to create a bar or pie chart with the search > > > data. My managers really like this tool and they want me to create a > > > saved charts section that can be put on the home screen summary, just > > > like the saved searches. When I try to save the chart using the save > > > feature at the bottom, it just adds it into the saved searches and > > when > > > you click on it, it just shows the search and not direct to the chart. > > > Has anyone explored this? Thanks > > > > > > > > > > What version of RT? Recent versions certainly do let you put saved > > charts on the homepage > > > > > > > > > > > > Sean McCreadie > > > > > > Canyon Partners, LLC > > > > > > 310 858 4288 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- We who are strong ought to put up with the failings of the weak, and not to please ourselves. Each of us must please our neighbor for the good purpose of building up the neighbor. -Romans 15:1 Human beings are perhaps never more frightening than when they are convinced beyond doubt that they are right. -Laurens van der Post, explorer and writer (1906-1996) -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Feb 6 16:54:34 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 6 Feb 2008 13:54:34 -0800 Subject: [rt-users] Is a saved charts list on the home screen possible? References: <6A8A671AFE630144BC8AE1D84E6700B8141E02@SR-ES-EMAIL01.canyonpartners.local> <20080205194017.GH18727@bestpractical.com> <6A8A671AFE630144BC8AE1D84E6700B8141E55@SR-ES-EMAIL01.canyonpartners.local> <1a260ce60802061205o5e290d9fhc21cfc6907f8bf91@mail.gmail.com> <43be87180802061341s38da56d4v83449b071c5101a6@mail.gmail.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8141E8F@SR-ES-EMAIL01.canyonpartners.local> OK I did that and I see that it added the chart to the at a glance. The only problem is that the chart is displayed on the home screen as well. I can collapse the chart but I can only view it on the home screen. I see that it gets automatically added to my "saved searches" column, which is an add-on from the wiki, but when I click on it it takes me to the search page and then I have to scroll to the bottom and open the chart again. I guess its pretty good this way but I would really like to be able to have a link on the home page that would take me directly to the chart. Thanks everyone for all the help! I really like RT, it's a great tool. Sean From: sholmes42 at gmail.com [mailto:sholmes42 at gmail.com] On Behalf Of Steve Holmes Sent: Wednesday, February 06, 2008 1:41 PM To: RT Lists Cc: Sean McCreadie; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On 3.6.3: Do a search and create a chart. At the bottom save the chart. Then go back to your at a glance page and click 'Edit' in either of the two scrolling menus on the left find your saved chart and select it and copy it over the to box on the right by clicking on the arrow. scroll down to the bottom of the page and click save. That should do it. Steve. On Feb 6, 2008 3:05 PM, RT Lists wrote: Hi Sean, Did you have any luck with this? I thought it was a great idea, but after poking around on my 3.6.6 instance I haven't been able to determine how it's done. Thanks! -Matt On 2/5/08, Sean McCreadie wrote: Im running 3.6.6, the latest version, I must be missing it, ill try again today. Thanks for the feedback. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, February 05, 2008 11:40 AM To: Sean McCreadie Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: > I recently created the saved search list that is outlined in the wiki, > and its working great. I have it added to my users home screens and > they use it to view individual searches that they have created. What im > hoping for now is to be able to do something similar with saved charts. > I noticed that when you run a search, at the bottom of the show results > screen there is an option to create a bar or pie chart with the search > data. My managers really like this tool and they want me to create a > saved charts section that can be put on the home screen summary, just > like the saved searches. When I try to save the chart using the save > feature at the bottom, it just adds it into the saved searches and when > you click on it, it just shows the search and not direct to the chart. > Has anyone explored this? Thanks > > What version of RT? Recent versions certainly do let you put saved charts on the homepage > > > > Sean McCreadie > > Canyon Partners, LLC > > 310 858 4288 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- We who are strong ought to put up with the failings of the weak, and not to please ourselves. Each of us must please our neighbor for the good purpose of building up the neighbor. -Romans 15:1 Human beings are perhaps never more frightening than when they are convinced beyond doubt that they are right. -Laurens van der Post, explorer and writer (1906-1996) -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Feb 6 17:46:31 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Feb 2008 01:46:31 +0300 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <20080206152252.GC32713@zaphod.mvlan.net> References: <20080206152252.GC32713@zaphod.mvlan.net> Message-ID: <589c94400802061446y2203cf29yfe756d20db15c796@mail.gmail.com> On Feb 6, 2008 6:22 PM, Jean-Sebastien Morisset wrote: > Hi everyone, > > Phew! There are a lot of different ways to setup rights. Our RT 3.6.6 > users are checked against our Active Directory server and created > automatically. For some reason when someone sends e-mail, and an account > doesn't already exist for them, the e-mail fails (I guess this is > because there wasn't a password to authenticate the user). So I had to > give 'Everyone' some permissions. > > Here's what I did... Does anyone see a problem with this? Several: * see comments below inlined * as almost all privileged users have right to reply to tickets then most probably Ccs and AdminCcs lists of your tickets will be a big mess. With this right granted directly to groups people don't have to add themself as watchers (Owner, Ccs, AdminCcs) to reply to a ticket. That's often result in double replies from different persons, people don't get notifications as they're not associated with tickets in any way. * do you really want to grant all those SeeScrip, Template and bla-bla to mortals who really don't care about managing RT instance? > > Configuration -> Global -> Group Rights: > > Everyone > AssignCustomFields drop this > CreateTicket > SeeCustomField > > Privileged > AssignCustomFields drop this, most probably you want to leave it for admins only > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifySelf > SeeCustomField > SeeGroup > SeeQueue > ShowSavedSearches > ShowTicket > Watch > > Requestor > AssignCustomFields drop this! > CreateSavedSearch drop this, makes not much sense > CreateTicket drop this. useless > EditSavedSearches > LoadSavedSearch drop both > ModifySelf drop this > ReplyToTicket > SeeCustomField > SeeGroup drop this > SeeQueue drop this > ShowSavedSearches drop this > ShowTicket > > User defined groups: Management > AssignCustomFields > CommentOnTicket > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifyQueueWatchers > ModifySelf > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeGroup > SeeQueue > ShowACL > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > User defined groups: RT-Admin > AdminAllPersonalGroups > AdminCustomField > AdminGroup > AdminGroupMembership > AdminOwnPersonalGroups > AdminQueue > AdminUsers > AssignCustomFields > CommentOnTicket > CreateSavedSearch > CreateTicket > DelegateRights > DeleteTicket > EditSavedSearches > LoadSavedSearch > ModifyACL > ModifyCustomField > ModifyOwnMembership > ModifyQueueWatchers > ModifyScrips > ModifySelf > ModifyTemplate > ModifyTicket > OwnTicket do you really want your admins to own tickets? then add them to two groups instead of granting them this right. People often make mistakes and add admins as owners when really they don't care at all about tickets. > ReplyToTicket the same as above and other rights like StealTicket > SeeCustomField > SeeGroup > SeeQueue > ShowACL > ShowConfigTab > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > Queue specific rights are given for groups by queue... > > Configuration -> Queues -> Unix -> Group Rights: > > User defined groups: Unix > AssignCustomFields > CommentOnTicket > CreateTicket > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowACL > ShowOutgoingEmail > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > Thanks! > js. > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From anarcat at anarcat.ath.cx Wed Feb 6 18:05:15 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Wed, 6 Feb 2008 18:05:15 -0500 Subject: [rt-users] Crash on RT 3.6.5 In-Reply-To: <589c94400802061254s4a9f6fe9q10ac7ea593287a1@mail.gmail.com> References: <20080206181917.GE14153@anarcat.ath.cx> <589c94400802061254s4a9f6fe9q10ac7ea593287a1@mail.gmail.com> Message-ID: <20080206230515.GJ14153@anarcat.ath.cx> That was it!!! Thank you very much, I didn't think of looking through the archives, sorry for the noise... A. On Wed, Feb 06, 2008 at 11:54:09PM +0300, Ruslan Zakirov wrote: > You have two different problems as far as I see: > 1) wrong sql - update DBIx::SearchBuilder module to the latest > available from the CPAN > 2) segmentation fault - update Text::Quoted to the latest version > available from the CPAN > > Both have been discussed several times before. Idea - use smart > searches by archives: > http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=forum_3&search_string=Segmentation+fault&search_type=AND&search_fields=sb&search_time=3m&search_user_username=&sb=post_time&mh=25 > > On Feb 6, 2008 9:19 PM, The Anarcat wrote: > > I have a weird crash here. I attached the apache error log. It seems to > > occur when we paste in some weird and funky caracters, but then it could > > be anything since we're having a hard time reproducing the issue. > > > > The problem is this: when a ticket is created with a specific body, > > displaying it crashes the whole mason process (which FCGID restarts > > here). > > > > Any idea? > > > > -- > > Conformity-the natural instinct to passively yield to that vague something > > recognized as authority. > > - Mark Twain > > > > -----BEGIN PGP SIGNATURE----- > > Version: GnuPG v1.4.6 (GNU/Linux) > > > > iD8DBQFHqfolWGBzs0AjcC8RAnn2AKCStOR4vWBToFuLnWy+hsw8e8AvDgCfQXRK > > TD7an382NSSryrcoE+EoODw= > > =4Qwv > > -----END PGP SIGNATURE----- > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -- We should act only in such away that if everyone else acted as we do, we would accept the results. - Kant -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From ruz at bestpractical.com Wed Feb 6 18:31:48 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Feb 2008 02:31:48 +0300 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> Message-ID: <589c94400802061531t85b9dc4r2308ad73e031e996@mail.gmail.com> What we have: * User has Organization field * RT has support for searches like "Requestor.Organization = 'X'" What you have to do: * maintain users' field * replace "More about X" box with "More about X's company Y" The latter is very easy: > find . | xargs grep 'More about' ./html/Ticket/Elements/ShowRequestor: title_raw => loc("More about [_1]", $name), > open it in your preferred editor > find line $tickets->FromSQL( "Requestor.id = ". $requestor->id ." AND (Status = 'open' OR Status = 'new')" ); > doesn't look similar? replace it with: if ( $requestor->Organization ) { $tickets->FromSQL( "Requestor.Organization = '". $requestor->Organization ."' AND (Status = 'open' OR Status = 'new')" ); } else { $tickets->FromSQL( "Requestor.id = ". $requestor->id ." AND (Status = 'open' OR Status = 'new')" ); } > drop mason cache > reload a ticket you'll see info about requestor's company tickets if field is filled it's a beginning not ideal but easy. Homework: * read about Callbacks as this comp provide it and you can extend RT in a proper way * read about cleanly customizing RT * both available on the wiki * create an index on users table by organization to avoid slowing down your system * improve above change to change title of the box if search by organization is used * teach people how to search tickets by organization * teach people how to save searches and them to "RT at glance" There are really many ways to improve this to a better solution. It's not a first time this question has been asked and sure there were another suggestions and details, but afaik nobody who was interested havn't yet published info and/or implementation to the wiki or somewhere else. On Feb 5, 2008 8:23 PM, Leonid Mamchenkov wrote: > Hello, > > On Feb 5, 2008 7:11 PM, Mike Peachey wrote: > > It certainly doesn't seem to make sense, why use the requestor's first > > ticket as a reference point instead of the requestor account itself? > [...] > > Perhaps if you explained why you were looking at doing it this way - an > > idea as to what you are trying to accomplish.. > > One of the scenarios I can think about (actually one that I am > interested in myself) is when you have a number of clients (company > information with several individuals, phone numbers, etc). You create > a ticket for each each client with some custom fields to store > additional information. Then all requests from the client are created > as child tickets, so that you can have a clear picture of what's going > on by looking at the links of the client ticket. > > -- > Leonid Mamchenkov > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From leonid at mamchenkov.net Wed Feb 6 19:03:25 2008 From: leonid at mamchenkov.net (Leonid Mamchenkov) Date: Thu, 7 Feb 2008 02:03:25 +0200 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <589c94400802061531t85b9dc4r2308ad73e031e996@mail.gmail.com> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> <589c94400802061531t85b9dc4r2308ad73e031e996@mail.gmail.com> Message-ID: Ruslan, On Feb 7, 2008 1:31 AM, Ruslan Zakirov wrote: > What we have: > * User has Organization field > * RT has support for searches like "Requestor.Organization = 'X'" > > What you have to do: > * maintain users' field > * replace "More about X" box with "More about X's company Y" Thanks a lot for your reply. That gives so much to think about! I'll definitely dig deeper into it too. -- Leonid Mamchenkov http://mamchenkov.net From eynatnir2 at hotmail.com Thu Feb 7 02:50:41 2008 From: eynatnir2 at hotmail.com (Eynat Nir Mishor) Date: Thu, 7 Feb 2008 09:50:41 +0200 Subject: [rt-users] Emailing tickets search result In-Reply-To: <47A9ED45.8050603@ccdc.cam.ac.uk> References: <47A9ED45.8050603@ccdc.cam.ac.uk> Message-ID: Thanks - it does the job, but it has two drawbacks: 1. It produces very simple textual output. I would like to send a richer HTML output similar to how search results appear in RT. 2. It is hard to customize. I would like to use a template mechanism for easy customization that my occur later in time. Eynat -----Original Message----- From: Toby Darling [mailto:darling at ccdc.cam.ac.uk] Sent: Wednesday, 06 February 2008 7:24 PM To: Eynat Nir Mishor Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Emailing tickets search result Hi > Example for usage: every night email the manager a list of all tickets that > were created in the past day and how they divide by current status. Simple command line: for s in open new resolved; do echo "=== $s ==="; rt list -s "created = 'today' AND status = '$s'"; done | mail ... LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From SO at schilling.dk Thu Feb 7 03:51:54 2008 From: SO at schilling.dk (Steen Olesen) Date: Thu, 7 Feb 2008 09:51:54 +0100 Subject: [rt-users] =?iso-8859-1?q?Charset_error_in_subject_when_using_Dan?= =?iso-8859-1?q?ish_letters_=28=E6=F8=E5_/_=C6=D8=C5=29?= References: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia> Message-ID: Has anyone had a chance to look at this or anybody experiencing the same problem? Med venlig hilsen / Best regards Steen Olesen Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 Mailto:so at schilling.dk http://www.schilling.dk > -----Original Message----- > From: Steen Olesen > Sent: Tuesday, January 08, 2008 10:42 AM > To: Jesse Vincent > Cc: RT Users > Subject: RE: [rt-users] Charset error in subject when using Danish > letters (??? / ???) > > Hi Jesse, > > It's been quite some time since the last email on this subject :). We > have been investigating this further and have discovered the following > - it seems to relate to the templates: > > A template example: > -------------------------------------- SNIP --------------------------- > ---------- > Subject: Ticket {$Ticket->Subject}(1) was created in ... > > Please notice that I created ticket [{$Ticket->id}: {$Ticket- > >Subject}(2)] ... > See ticket here: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > -------------------------------------- SNIP --------------------------- > ---------- > > Example on bad reply from template: > -------------------------------------- SNIP --------------------------- > ---------- > Subject: [xxx.dk #151852] Ticket (Bl??b??rgr??d og k??dp??l??g) was > created in ... > > Please notice that I created ticket [151852: Bl?b?rgr?d og k?dp?l?g] > ... > See ticket here: http://xxx.dk:80/Ticket/Display.html?id=151852 > -------------------------------------- SNIP --------------------------- > ---------- > > The strange thing is, all the national characters in {$Ticket- > >Subject}(1) (in the Subject line) is corrupted. > The second {$Ticket->Subject}(2) is converted just fine. > > If we leave out the "Subject: Ticket {$Ticket->Subject}(1) was created > in ..."-line in the template, the system generated Subject is also > correct. > > Hope this gives you some further information, that can help resolve > this problem. > > PS. We're still on RT3.6.3 > > Med venlig hilsen / Best regards > > Steen Olesen > Schilling A/S > Baldersb?kvej 24-26 > DK-2635 Ish?j > Tel: +45 70 27 99 00 > Fax: +45 70 27 99 10 > Mailto:so at schilling.dk > http://www.schilling.dk > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Brian Kjelin Olsen > > Sent: Wednesday, May 23, 2007 11:24 AM > > To: Jesse Vincent > > Cc: RT Users > > Subject: SV: SV: SV: [rt-users] Charset error in subject when using > > Danish letters (??? / ???) > > > > To summarize: It is only the subject in the _outgoing_ mail from RT > > that has wrong characters - the mail body looks fine (including > Nordic > > national characters). > > Everything inside RT looks fine and the subject is shown correctly in > > the webui. Even checked the database tables and they're fine too. > > So my guess is, that it has to do with the mail-sender (whereever > that > > is :)) > > > > Apache is configured with default charset as UTF-8 > > AddDefaultCharset UTF-8 > > A bunch of additional charset is added in the httpd.conf > > including latin1. > > > > In RT_SiteConfig.pm following is set: > > @EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8) > > unless (@EmailInputEncodings); > > Set($EmailOutputEncoding , 'iso-8859-1'); > > > > Does this answer your questions? > > > > Med venlig hilsen / Best regards > > Brian Kjelin Olsen > > Schilling A/S > > > > -----Oprindelig meddelelse----- > > Fra: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sendt: 18. maj 2007 18:47 > > Til: Brian Kjelin Olsen > > Cc: RT Users > > Emne: Re: SV: SV: [rt-users] Charset error in subject when using > Danish > > letters (??? / ???) > > > > > > On May 18, 2007, at 2:40 AM, Brian Kjelin Olsen wrote: > > > > > No, I haven't heard of any having the same problem with Danish > > > letters in the subject only. > > > > If there are other message headers with Danish characters, do they > > get similarly mangled? Are the characters typed in as unicode or > > latin-1? Does it happen only with one mail client or with many? Are > > there clients it doesn't happen iwth? > > > > > > > Med venlig hilsen / Best regards > > > Brian Kjelin Olsen > > > Schilling A/S > > > > > > -----Oprindelig meddelelse----- > > > Fra: Jesse Vincent [mailto:jesse at bestpractical.com] > > > Sendt: 16. maj 2007 18:35 > > > Til: Brian Kjelin Olsen > > > Cc: RT Users > > > Emne: Re: SV: [rt-users] Charset error in subject when using Danish > > > letters (??? / ???) > > > > > > > > > On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote: > > > > > >> Hi Jesse > > >> > > >> I'm sorry that this reply was delayed, but several other tasks > were > > >> impediment for continuing this issue. Nevertheless, it is still an > > >> issue we haven't bin able to solve even though several people have > > >> suggested changes of various settings. > > >> > > >> You asked for the Perl and Mime version and about the database and > > >> webui setup. > > >> - MimeTools version is: 5.420. The encode version was: 2.01 but is > > >> upgraded to 2.20 > > >> - Perl version is: v5.8.5 built for i386-linux-thread-multi > > >> - DB (Oracle) and webui looks alright - no strange conversions... > > >> > > >> Everything looks right - except for the subject in e-mails > returned > > >> from RT... > > >> There are no problems with Danish letters in the mail body. > > > > > > Has anyone else seen this issue? (Finding commonalities would help > > > track it down) > > > > > > > > >> Med venlig hilsen / Best regards > > >> Brian Kjelin Olsen > > >> Schilling A/S > > >> > > >> -----Oprindelig meddelelse----- > > >> Fra: Jesse Vincent [mailto:jesse at bestpractical.com] > > >> Sendt: 25. april 2007 15:40 > > >> Til: Brian Kjelin Olsen > > >> Cc: RT Users > > >> Emne: Re: [rt-users] Charset error in subject when using Danish > > >> letters (??? / ???) > > >> > > >> > > >> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote: > > >> > > >>> During our correspondence with our customers by mail through the > RT > > >>> system, the Danish letters (??? / ???) is getting unreadable when > > >>> they are placed in the subject. > > >>> Any ideas would be most welcome. > > >>> > > >>> Example: "Subject: Fwd: [support.schilling.dk #120841] > > >>> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??" > > >>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841] > > >>> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?" > > >>> > > >> > > >> > > >> What Perl version are you running? Are you current on MIME::Tools > > and > > >> Encode? Is it right in the database and/or webui? > > >> > > >> > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com From alexander.krieg at desy.de Thu Feb 7 04:39:07 2008 From: alexander.krieg at desy.de (Krieg, Alexander) Date: Thu, 07 Feb 2008 10:39:07 +0100 Subject: [rt-users] Scripts to create a queue,groups and users In-Reply-To: <6.2.3.4.2.20080128141817.03d55410@po14.mit.edu> References: <6.2.3.4.2.20080128141817.03d55410@po14.mit.edu> Message-ID: <47AAD1BB.7000609@desy.de> Hi, i wrote 2 scripts and it would be nice, if somebody could have a look on the code to see bugs or improvements. The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets predefined rights for this groups. The second script 'addUserToGroup.pm' creates new users which are described in a separate file and add them to existing groups. Soon we might get a bigger amount of new users on our rt system and therefore we need this scripts to create in a quick way the new objects. Here the scripts: www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm Best regards Alexander From mike.peachey at jennic.com Thu Feb 7 05:22:11 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 07 Feb 2008 10:22:11 +0000 Subject: [rt-users] CanonicalizeEmailAddress In-Reply-To: References: <47A9B5C3.6060300@jennic.com> Message-ID: <47AADBD3.8090108@jennic.com> Patterson, Craig wrote: > Basically, you use it to replace an email address that you set a pattern > match for in RT_SiteConfig with another address, also set in > RT_SiteConfig > > For example, in RT_SiteConfig you set... > Set($CanonicalizeEmailAddressMatch, '@foo\.com$'); > Set($CanonicalizeEmailAddressReplace, '@foo.bar.com'); THANK YOU!! It seemed all this time like it was actually important! :p While you're at it, you couldn't explain LookupUserInExternalDatabase could you? It's completely undocumented and I can't find a single person that knows exactly what it's for and how to use it. -- 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 __________________________________________________ From v.dierks at metaways.de Thu Feb 7 06:22:19 2008 From: v.dierks at metaways.de (Volker Dierks) Date: Thu, 07 Feb 2008 12:22:19 +0100 Subject: [rt-users] "Could not load a valid user" not send ... Message-ID: <47AAE9EB.80108@metaways.de> Hello *, we've upgraded RT from 3.0.11 to 3.6.6 last weekend and everything is running fine except this: If a User (e-amil address) is not allowed to open tickets in specific queues (due to group rights on that queue) neither the requestor nor $OwnerEmail is informed about that. RT 3.0.11 sent an e-mail to the requestor and $OwnerEmail with the Subject: "Could not load a valid user". I searched through to code and found the stuff doing that in: lib/RT/Interface/Email.pm In RT 3.6.6 the code is pretty much the same but went into the function: _NoAuthorizedUserFound. It seems that this function isn't called at all. The only place where we are informed about these failed ticket creations is in the logs: [Wed Feb 6 14:40:21 2008] [crit]: No permission to create tickets in the queue ... [Wed Feb 6 14:40:21 2008] [error]: Could not record email: Ticket creation failed: No permission to create tickets in the queue ... Do you have any suggestions how to make RT 3.6.6 act like 3.0.11? Greetings from Germany an TIA, Volker PS: Thanks to all of you involved into RT development .. it's a great peace of software. From nicolas.guiot at risc-security.com Thu Feb 7 06:39:55 2008 From: nicolas.guiot at risc-security.com (Nicolas GUIOT) Date: Thu, 7 Feb 2008 12:39:55 +0100 Subject: [rt-users] loop when mail delivery failed Message-ID: <20080207123955.7b8563cb@lapcolas> Hi, 1st, I'm new to this mailing list, and tryed to search for info with my question, but found nothing (I might didn't search well, you're right...). Anyway : I'm migrating from rt 3.0.10 to 3.6. Today, on the "old" server, our IP was blacklisted by our mail provider, so the emails RT tryed to send came back as "mail delivery failed"... and thus created more than 200 new tickets. I just wanted to make sure that this was corrected on 3.6 (or is it a bad configuration on my old server ?) Could you give me some info about this ? Thanks in advance. Nicolas From v.dierks at metaways.de Thu Feb 7 07:21:32 2008 From: v.dierks at metaways.de (Volker Dierks) Date: Thu, 07 Feb 2008 13:21:32 +0100 Subject: [rt-users] "Could not load a valid user" not send ... In-Reply-To: <47AAE9EB.80108@metaways.de> References: <47AAE9EB.80108@metaways.de> Message-ID: <47AAF7CC.6070700@metaways.de> I put some logging code into lib/RT/Interface/Email.pm and found out that AuthStat is 1 (so the incoming mail is treated like mail from an authenticated (normal) user) - which seems odd to me. This is the right structure: Queue: tester Group: testerusr (has Create and ReplyToTicket queue-rights on tester) Group: testeradm (has some more queue-rights on tester) My test-User isn't in any of those groups mentioned above and there are no global rights given to the group, user, whatsoever ... None of the system groups has any queue- and/or global-rights which should allow CreateTicktet in the queue tester. Why is AuthStat 1 instaed of 0 or even -1 (which should trigger the "Could not load a valid user" mails to the requestor and $OwnerEmail)? Cheers, Volker From ktm at rice.edu Thu Feb 7 09:21:39 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 7 Feb 2008 08:21:39 -0600 Subject: [rt-users] DBIx::SearchBuilder::Handle::Pg -- again Message-ID: <20080207142138.GS4201@it.is.rice.edu> Dear DBIx::SearchBuilder developers: Here is a re-send of a message that I posted in January of 2007 regarding a change in the DistinctQuery handling for PostgreSQL. Using the version from the Oracle definition is a big performance win. Would it be possible to include this change in the next update to DBIx::SearchBuilder? Cheers, Ken ----- Forwarded message from Kenneth Marshall ----- Date: Tue, 30 Jan 2007 10:23:52 -0600 From: Kenneth Marshall To: rt-users at lists.bestpractical.com Subject: [rt-users] DBIx::SearchBuilder::Handle::Pg Just an FYI. In preliminary testing, using the Handle::Oracle definition for the DistinctQuery definition in Handle::Pg provides quite a performance improvement. Here is the original line: $$statementref = "SELECT DISTINCT main.* FROM $$statementref"; and the line from Handle::Oracle that should replace it: $$statementref = "SELECT main.* FROM ( SELECT DISTINCT main.id FROM $$statementref ) distinctquery, $table main WHERE (main.id = distinctquery.id) "; Ken Marshall _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ----- End forwarded message ----- From mike.peachey at jennic.com Thu Feb 7 10:09:15 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 07 Feb 2008 15:09:15 +0000 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <004201c868f2$08b25b60$1200a8c0@hcc.local> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> <008801c8681c$d3c86dc0$1200a8c0@hcc.local> <47A992AF.4080109@jennic.com> <004201c868f2$08b25b60$1200a8c0@hcc.local> Message-ID: <47AB1F1B.1040400@jennic.com> Greg Evans wrote: > Hey Mike, > > Thanks for the reply. I am attaching a screenshot of what I created for my > tickets previously with custom fields and all of that. > > Maybe with my SS you can tell me if I am at least on the right track there? Well, with regards the last four custom fields, you certainly are, that's pretty much what they're designed for, but FirstName, LastName, e-mail address and telephone number will start to cause you massive issues due to data duplication. Although you would be manually linking the tickets together, each time you raise a ticket for the same user, you have to re-enter the same information, and if any information changes, it won't be reflected on previous tickets, so if you look at an old ticket and want to call the customer, you'd have to check the most recent ticket for the most recent phone number, instead of just getting the number from the user's (always up to date) information. Also, you are then creating masses of data within the database that is unnecessary and in violation of data normalisation guidelines. You should only need to store each piece of information about one object once, not once per ticket.. so you're massively increasing the amount of data to store and it will eventually have an impact on the total size and speed of the database as a whole. If you create a user for each customer as they advise you of an issue (either manually, or through a myriad of automagical ways), then you can add as much information as you need to about the user in the user information fields, add as many user custom fields as you want for extra information about that user and then ANY time you are looking at a ticket belonging to that user, you are linking straight to the user's account and their full information, even if you change it. Tickets should only need to hold information that changes for each ticket raised. Users should only need to hold information that changes for each user. Then, turn off the e-mailing of replies to users and bingo - a scalable, usable, logical system. > You seem to know a lot about RT and how it works I didn't used to, I've just been tweaking it for so long I've been past most of the code and added a lot of my own. > , and I am admittedly not a > programmer by any means LOL! Me either, I wish I was, then it wouldn't take so long :p > But do you know if it is possible for RT (I > couldn't find it when I searched Google) to automatically enter the time > worked based on the time elapsed between when the ticket was opened and when > it was updated? I guess(?) that if an issue remained unresolved and the > customer called back it would have to add time to said ticket on each > update? I will keep searching for this on my own, but figured it couldn't > hurt to ask. I don't see why not. I might be wrong about the *best* way to do it, but it certainly seems you could add a custom scrip action to do it. Pseudocode: "On Ticket->Update, Ticket->Worked = Ticket->Updated() - Ticket->Created()" Although, you might need to convert the times into Unix time, then do the sums and then convert back again. > Thanks for all of your help. I am going to take those suggestions and > implement them as well to make sure that if this needs to scale up > eventually, which I am sure it will, that I don't get caught in a nightmare > that I cannot get out of. Good plan. Just make sure to keep an eye out for others who know less than you, because without those who know more to help out those who know less, RT would never be the great, widely-used system it is. -- 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 __________________________________________________ From jsmoriss at mvlan.net Thu Feb 7 10:09:54 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Thu, 7 Feb 2008 15:09:54 +0000 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <47AA0854.6040604@lbl.gov> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> Message-ID: <20080207150954.GA12053@zaphod.mvlan.net> On Wed, Feb 06, 2008 at 11:19:48AM -0800, Kenneth Crocker wrote: > > Whew! You have really given alot of people alot of rights. Kenneth and Ruslan, Thanks for your feedback! I did a lot of testing, and wasn't sure if you inherited rights or not, so many of the basic rights were duplicated. Thanks for explaining that bit. :-) Ok, so a brief description of our processes is in order... It's very simple really... Anyone can open a ticket. Requestors should be able to view and reply to their own ticket. Anyone else should be able to view all tickets, add themselves as CC, but not modify tickets that aren't theirs. We have 3-4 queues, and most of the requests will be coming in by e-mail, sorted (by procmail), and a ticket opened in the appropriate queue. Specific groups, like "Telecom" for example, have priviledges to work on tickets in their own queue (also called "Telecom"). They should also be able to transfer tickets to other queues in case someone sent their e-mail to the wrong queue. The "Management" group should have the ability to modify any ticket in any queue. So, in a nutshell, that's about it. After your comments, I made the following adjustments: Configuration -> Global -> Group Rights: Everyone CreateTicket SeeCustomField Privileged CreateSavedSearch CreateTicket EditSavedSearches LoadSavedSearch ModifySelf SeeCustomField SeeGroup SeeQueue ShowSavedSearches ShowTicket Watch User defined groups: Management ModifyQueueWatchers ModifyTicket OwnTicket ReplyToTicket ShowACL ShowOutgoingEmail ShowScrips ShowTemplate ShowTicketComments StealTicket TakeTicket WatchAsAdminCc There's also an RT-Admin group to manage users and RT configs: RT-Admin AdminAllPersonalGroups AdminCustomField AdminGroup AdminGroupMembership AdminOwnPersonalGroups AdminQueue AdminUsers AssignCustomFields ModifyACL ModifyCustomField ModifyOwnMembership ModifyQueueWatchers ModifyScrips ModifyTemplate ModifyTicket ShowACL ShowConfigTab ShowOutgoingEmail ShowSavedSearches ShowScrips ShowTemplate ShowTicket ShowTicketComments For each Queue ("Telecom" in this example), I have additional rights for the associated group. I've specified some AdminCCs by default because we're transitioning from an e-mail based process. Eventually I'll remove the AdminCCs and create a Scrip/Template to e-mail the group members when a ticket is created in their queue. After that it'll be up to them to decide if they want to own the ticket or add themselves as Ccs or AdminCcs. Configuration -> Queues -> Telecom -> Watchers: Administrative Cc: Telecom Management Configuration -> Queues -> Telecom -> Group Rights: User defined groups: Telecom CommentOnTicket ModifyTicket OwnTicket ReplyToTicket ShowOutgoingEmail ShowTicketComments StealTicket TakeTicket WatchAsAdminCc BTW, I appreciate your time with this. The faster I can tweak this config, the better chance it'll be adopted. Our current e-mail based process has to go... :-) I should also mention that I've configured the ___Approval queue. For some reason it's showing up on the user's home page. I thought the ___Approval queue would be hidden... Should it be? I'm still tweaking the approval process. There's some conflicts between the global scrips and the approval queue scrips. For example, the global scrip "On Create Notify AdminCcs with template Transaction" and the ___Approval queue scrip "On Create Notify AdminCcs with template New Pending Approval". It looks like I'll have to move that global scrip into each queue instead to avoid duplicate e-mails with the ___Approval queue. Thanks! js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From todd at chaka.net Thu Feb 7 11:10:49 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 7 Feb 2008 11:10:49 -0500 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <20080207150954.GA12053@zaphod.mvlan.net> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> Message-ID: <519782dc0802070810h489f8509vc63a2a3ba017a12b@mail.gmail.com> js, My RightsMatrix RT extension can help with understanding and assigning rights. For example you can use it to assign right to a group and then look at individuals in that group to make sure they have the right you assigned and exactly how they got that right. http://search.cpan.org/author/HTCHAPMAN/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm -Todd On 2/7/08, Jean-Sebastien Morisset wrote: > > On Wed, Feb 06, 2008 at 11:19:48AM -0800, Kenneth Crocker wrote: > > > > Whew! You have really given alot of people alot of rights. > > Kenneth and Ruslan, > > Thanks for your feedback! I did a lot of testing, and wasn't sure if you > inherited rights or not, so many of the basic rights were duplicated. > Thanks for explaining that bit. :-) > > Ok, so a brief description of our processes is in order... It's very > simple really... Anyone can open a ticket. Requestors should be able to > view and reply to their own ticket. Anyone else should be able to view > all tickets, add themselves as CC, but not modify tickets that aren't > theirs. We have 3-4 queues, and most of the requests will be coming in > by e-mail, sorted (by procmail), and a ticket opened in the appropriate > queue. Specific groups, like "Telecom" for example, have priviledges to > work on tickets in their own queue (also called "Telecom"). They should > also be able to transfer tickets to other queues in case someone sent > their e-mail to the wrong queue. The "Management" group should have the > ability to modify any ticket in any queue. > > So, in a nutshell, that's about it. > > After your comments, I made the following adjustments: > > Configuration -> Global -> Group Rights: > > Everyone > CreateTicket > SeeCustomField > > Privileged > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifySelf > SeeCustomField > SeeGroup > SeeQueue > ShowSavedSearches > ShowTicket > Watch > > User defined groups: Management > ModifyQueueWatchers > ModifyTicket > OwnTicket > ReplyToTicket > ShowACL > ShowOutgoingEmail > ShowScrips > ShowTemplate > ShowTicketComments > StealTicket > TakeTicket > WatchAsAdminCc > > There's also an RT-Admin group to manage users and RT configs: > > RT-Admin > AdminAllPersonalGroups > AdminCustomField > AdminGroup > AdminGroupMembership > AdminOwnPersonalGroups > AdminQueue > AdminUsers > AssignCustomFields > ModifyACL > ModifyCustomField > ModifyOwnMembership > ModifyQueueWatchers > ModifyScrips > ModifyTemplate > ModifyTicket > ShowACL > ShowConfigTab > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > > For each Queue ("Telecom" in this example), I have additional rights for > the associated group. I've specified some AdminCCs by default because > we're transitioning from an e-mail based process. Eventually I'll remove > the AdminCCs and create a Scrip/Template to e-mail the group members > when a ticket is created in their queue. After that it'll be up to them > to decide if they want to own the ticket or add themselves as Ccs or > AdminCcs. > > Configuration -> Queues -> Telecom -> Watchers: > > Administrative Cc: > Telecom > Management > > Configuration -> Queues -> Telecom -> Group Rights: > > User defined groups: Telecom > CommentOnTicket > ModifyTicket > OwnTicket > ReplyToTicket > ShowOutgoingEmail > ShowTicketComments > StealTicket > TakeTicket > WatchAsAdminCc > > BTW, I appreciate your time with this. The faster I can tweak this > config, the better chance it'll be adopted. Our current e-mail based > process has to go... :-) > > I should also mention that I've configured the ___Approval queue. For > some reason it's showing up on the user's home page. I thought the > ___Approval queue would be hidden... Should it be? > > I'm still tweaking the approval process. There's some conflicts between > the global scrips and the approval queue scrips. For example, the global > scrip "On Create Notify AdminCcs with template Transaction" and the > ___Approval queue scrip "On Create Notify AdminCcs with template New > Pending Approval". It looks like I'll have to move that global scrip > into each queue instead to avoid duplicate e-mails with the ___Approval > queue. > > Thanks! > js. > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsmoriss at mvlan.net Thu Feb 7 10:24:36 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Thu, 7 Feb 2008 15:24:36 +0000 Subject: [rt-users] Rights, rights, rights... Approval queue... In-Reply-To: <20080207150954.GA12053@zaphod.mvlan.net> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> Message-ID: <20080207152436.GB12053@zaphod.mvlan.net> On Thu, Feb 07, 2008 at 03:09:54PM +0000, Jean-Sebastien Morisset wrote: > On Wed, Feb 06, 2008 at 11:19:48AM -0800, Kenneth Crocker wrote: >> [snip!] > I should also mention that I've configured the ___Approval queue. For > some reason it's showing up on the user's home page. I thought the > ___Approval queue would be hidden... Should it be? > > I'm still tweaking the approval process. There's some conflicts between > the global scrips and the approval queue scrips. For example, the global > scrip "On Create Notify AdminCcs with template Transaction" and the > ___Approval queue scrip "On Create Notify AdminCcs with template New > Pending Approval". It looks like I'll have to move that global scrip > into each queue instead to avoid duplicate e-mails with the ___Approval > queue. I might as well explain how I configured the Approval process too. :-) Configuration -> Global -> Scrips: On ApprovlReq Create Tickets with template Create Approval (I ran an insert in the DB for this. It seems to work fine.) Configuration -> Global -> Templates: Create Approval ===Create-Ticket: management-approval Subject: Approval for Ticket #{$Tickets{"TOP"}->Id}: {$Tickets{'TOP'}->Subject} Queue: ___Approvals Type: approval Owner: Nobody Cc: {$Tickets{'TOP'}->RequestorAddresses} Cc: {$Tickets{'TOP'}->OwnerObj->EmailAddress} DependedOnBy: {$Tickets{"TOP"}->Id} RefersTo: {$Tickets{"TOP"}->Id} CustomField1: {$Tickets{'TOP'}->FirstCustomFieldValue('1')} CustomField5: {$Tickets{'TOP'}->FirstCustomFieldValue('5')} ContentType: text/plain Content: A request regarding "{$Tickets{'TOP'}->Subject}" in the {$Tickets{'TOP'}->QueueObj->Name} queue needs management approval. Please approve / resolve or reject this ticket to proceed. Original Ticket Request: {$Tickets{'TOP'}->Transactions->First->Content} ENDOFCONTENT At one point I tried using an AdminCc with the 'Management' group members, but instead I've listed the Management group as Admin Watchers for the ___Approval queue... Configuration -> Queues -> ___Approvals -> Watchers: Administrative Cc: Management Configuration -> Queues -> ___Approvals -> Group Rights: User defined groups: Management CommentOnTicket ModifyTicket OwnTicket ReplyToTicket ShowTicket ShowTicketComments StealTicket TakeTicket Configuration -> Queues -> ___Approvals -> Scrips: On Create Notify AdminCcs with template New Pending Approval (This conflicts with a global 'On Create' scrip.) Configuration -> Queues -> ___Approvals -> Templates: New Pending Approval Subject: New Pending Approval: {$Ticket->Subject} There is a new item pending your approval: "{$Ticket->Subject()}", a summary of which appears below. Please visit the following URL to approve or reject this ticket. You can also use {$RT::WebURL}Approvals/ to batch-process all your pending approvals. Ticket Approval URL: {$RT::WebURL}Approvals/Display.html?id={$Ticket->id} {$Transaction->Content()} So... What do you think? On the right track? Off the track a bit? :-) Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From KFCrocker at lbl.gov Thu Feb 7 14:00:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 11:00:04 -0800 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <20080207150954.GA12053@zaphod.mvlan.net> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> Message-ID: <47AB5534.9040405@lbl.gov> Jean-Sebastien, It looks better, that's for sure. Let me show what I have, with an explanation for why, and you can take it from there, Obviously, every installation will have it's different infrastructure needs, but on the whole, what I'm doing and (more importantly) WHY will provide more instruction and understanding of how these rights work. I'm absolutely sure that anyone who has used RT with more than 10 queues (especially for technical support) for more than a couple years would be able to show you the same stuff as I'm about to. Here we go: Global Rights: 1. Everyone: none. We only allow privileged users to use our system and anyone with an LDAP userID and password can sign on and become one. 2. Privileged: "CreateSavedSearch", "EditSavedSearch", LoadSavedSearch", "ShowSavedSearch", and "ModifySelf". With the exception of "ModifySelf", these rights get (to use your term) INHERITED the moment a user has the rights to see tickets in a queue. Rather than setting up these rights at the queue level for specific groups or roles, I did it once at the Global level because without the rights to see tickets at the queue level, they are meaningless. That way, I can focus on ticket rights at the queue level without adding search rights. "ModifySelf" is required for us because we want people (LDAP) to be able to sign-in themselves and this right allows that within our "AutoCreate" set up. 3. Unprivileged: none. This entity does not exist in our system. Roles: 1. AdminCc: We use the AdminCc as a "Queue Manager". So there are some rights we grant globally because it would be redundant at the queue level and some at the queue level for security reasons. For example, if we granted "ModifyTicket" for the AdminCc at the Global level, then this person could modify a ticket in a queue they do NOT manage. "AdminGroupMembership" - we allow our Queue managers to add users to any group they see fit. It's based on their own need and that way I don't have to go around adding users to groups all the time. Let them do the work. "AssighCustomFields" - we grant this right because we don't want Tom, Dick, and Harry creating a bunch of misnamed, misused, redundant Custom Fields and then have to undo the mess. This allows the AdminCc to see any and all Custom Fields and use what they need for their queue. "DelegateRights" - we grant this right because it allows the AdminCc to "grant" rights (up to and only those granted TO the AdminCc) to groups that will be accessing that particular queue. "ModifyACL" - This allows the AdminCc to modify any ACL (Access Control List) that they create. "ModifyOwnMembership" - allows modification of membership of any group. "SeeGroup" - We want all Queue managers/AdminCc's to see all groups. They may need to give one rights to their queue and I don't want to have to do it. "ShowConfigTab" - AHA! This is the right that saves me time as it allows our Queue Managers to do some of this work (i.e. AdminGroupMembership). "ShowScrips" - We want our Queue Managers to know what's scrips are blobal and that way they can use them as examples for any "queue-level" scrip they want to add to their own queue. "ShowTemplate" - same as above. "WatchAsAdminCc" - This gives the right to add oneself as an "AdminCc" of any ticket and therefore receive any correspondence that is normally sent to AdminCc's due to scrips for tickets in that queue. Although this seems like it should be at the queue level, we grant the AdminCc a certain amount of freedom. Let's say they are interested in a ticket they depend on, but is NOT in their queue. They may want to see the correspondence going on for that ticket. 2. CC: For us, a CC is an "interested" party that wants to receive communication of what's going on in a queue. "ReplyToTicket" - this allows all CC's for all queues to reply to any correspondence that is sent to them, regardless of queue. Usually, they only get the correspondence for the queue they are listed as CC for, so there's no problem. However, if they are listed as a CC on a ticket in a different queue and received email from a ticket, they could now reply. "SeeQueue" - the CC can look at what tickets are in the queue via WebUI. By making this right global, it is "inherited" by the CC listed as a CC watcher for a queue. "ShowTicket" - the CC can look at each individual ticket in that queue. By making this right global, it is "inherited" by the CC listed as a CC watcher for a queue. "Watch" - the CC can add themselves as the CC on any ticket they might be interested in. 3. Owner: For us, this is the person that works on the request ticket. Makes modifications to the ticket to show progress, change status, dates, etc. "THERE CAN BE ONLY ONE!". For you "highlander" fans, we feel that the only person who should have complete modification rights to a ticket is the owner (and maybe the Queue manager/AdminCc). Therefore, we grant this right globally to save us the queue level maintenance. When we create a new queue for a new software application, we DON'T have to grant this right. 4. Requestor: For us, this is the person making the request/sending in a email ticket. We want certain rights to be inherited at the queue level for all requestors, regardless of queue. "ReplyToTicket" - the ability to correspond about their OWN ticket. "SeeQueue" - the ability to see their ticket in the queue it was sent to. "ShowTicket" - the ability to "see" their ticket, depending on what rights are granted to the requestor at the queue level. For example, one Queue Manager/AdminCc may grant the right to "ShowTicketComments" and another may not. So this global right will not grant them the right to see comments or outgoing email or to comment on a ticket, etc. "Watch" - As the requestor of "their" ticket, we want them to inherit the ability to add an interested party as a "cc" on "their" ticket. Queue-Level Rights: On a queue by queue basis, we let the Queue Manager/AdminCc grant/modify/remove certain rights for System level users, Roles, and user-defined groups. An example of these rights follows: System Groups: 1. Everyone: none. 2. Privileged: "CreateTicket". This right is not granted on the global level because there are some queues that do NOT WANT to get tickets from just anyone. So we let them decide. If they do, they grant that privilege here. If not, they grant it to certain user-defined groups. 3. UnPrivileged: none. Roles: 1. AdminCc; Again, for us, the AdminCc is the "BOSS" of a queue. They create, assign, delete tickets. We grant these rights at the queue level because it might cause trouble at the global level (or already HAS): "CreateTicket" - the AdminCc of a queue should be able to create ticket for their own support team/group. "DeleteTicket" - same as above. "ModifyACL" - Same as global right but at queue-level. This keeps AdminCc's of other queues from messing with the rights in other queues. "ModifyQueueWatchers" - again, for THIS queue, we want the AdminCc to decide who can use "their" queue. "ModifyTickets" - This allows the queue manager to override dates, etc. on a ticket in the queue they manage, not just the owner. "ShowACL" - let's the boss see what's up in "their" queue. "StealTicket" - the boss can also "re-assign" a ticket to a different team/group member. 2. CC; usually none. We do have a few queues where the AdminCc wants the CC to see any correspondence they get so they grant "WatchAsAdminCc". 3. Owner; Maybe "DeleteTicket". It depends on how the AdminCc wants to manage the tickets. Sometimes only the AdminCc can delete a ticket. 4. Requestor; In addition to the global rights they inherit, the AdminCc may allow them to: "CommentOnTicket" - this let's the requestor add their own comments to a ticket without letting them "Modify" a ticket in other areas. "ShowOutgoingEmail" - this allows the requestor to see the correspondence on a ticket. Some queue managers may NOT want that. "ShowTicketComments" - this allows the requestor to see the comments made on a ticket. Some queue managers may NOT want that (nasty comments about the IQ of the requestor) so it isn't granted at all. User-Defined Groups: For each queue (1 queue per application software), there is (usually) 1 or more user groups that can send/create tickets. There is only 1 group that is allowed to do the technical support. So, the rights granted a specific to queue/function. 1. User (requeator) group: these are the users that the queue manager allows to create request tickets. Their rights are: "CommentOnTicket" - well, maybe. Depends on the boss. "CreateTicket" - well, duh. that's the whole point here. "ReplyToTIcket" - this may seem redundant to the same right for requestors. NOT. It allows OTHER members of the requestor users group to respond to ticket correspondence on ticket they did NOT send/create. If the ticket is part of a project that has bunchs of children and dependencies, I may want all members ot that request "group" to participate at this level. "SeeQueue" - allows all members of the group (not just the requestor) to see what's in the queue. "ShowOutgoingEmail" - this allows the group to see the correspondence on a ticket. Some queue managers may NOT want that. "ShowTicket" - this allows the group to see any ticket in the queue. Some queue managers may NOT want that. "ShowTicketComments" - this allows the group to see the comments made on a ticket. Some queue managers may NOT want that (nasty comments about the IQ of the requestor) so it isn't granted at all. "Watch" - same as global right but just for this queue/group. 2.Support group (usually technical support): we have only one of these per queue. We don't want others fooling around and messing with tickets they are not supporting. "CommentOnTicket" - everyone in the group can add their comments to any ticket in the queue. Support on a project level may easily need this. "CreateTicket" love those children. "OwnTicket" - obvious. "ReplyToTicket", "SeeQueue", "ShowOutGoingEmail", "ShowTicket", "ShowTicketCOmments", "StealTicket" (maybe. if the boss allows), "TakeTicket", "Watch" - these are all pretty self explanatory and we want our support team to be able to have them. Anyway, after reading this you should be able to evaluate your needs (in terms of rights) a little better. Hope it helps. Kenn LBNL On 2/7/2008 7:09 AM, Jean-Sebastien Morisset wrote: > On Wed, Feb 06, 2008 at 11:19:48AM -0800, Kenneth Crocker wrote: >> Whew! You have really given alot of people alot of rights. > > Kenneth and Ruslan, > > Thanks for your feedback! I did a lot of testing, and wasn't sure if you > inherited rights or not, so many of the basic rights were duplicated. > Thanks for explaining that bit. :-) > > Ok, so a brief description of our processes is in order... It's very > simple really... Anyone can open a ticket. Requestors should be able to > view and reply to their own ticket. Anyone else should be able to view > all tickets, add themselves as CC, but not modify tickets that aren't > theirs. We have 3-4 queues, and most of the requests will be coming in > by e-mail, sorted (by procmail), and a ticket opened in the appropriate > queue. Specific groups, like "Telecom" for example, have priviledges to > work on tickets in their own queue (also called "Telecom"). They should > also be able to transfer tickets to other queues in case someone sent > their e-mail to the wrong queue. The "Management" group should have the > ability to modify any ticket in any queue. > > So, in a nutshell, that's about it. > > After your comments, I made the following adjustments: > > Configuration -> Global -> Group Rights: > > Everyone > CreateTicket > SeeCustomField > > Privileged > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifySelf > SeeCustomField > SeeGroup > SeeQueue > ShowSavedSearches > ShowTicket > Watch > > User defined groups: Management > ModifyQueueWatchers > ModifyTicket > OwnTicket > ReplyToTicket > ShowACL > ShowOutgoingEmail > ShowScrips > ShowTemplate > ShowTicketComments > StealTicket > TakeTicket > WatchAsAdminCc > > There's also an RT-Admin group to manage users and RT configs: > > RT-Admin > AdminAllPersonalGroups > AdminCustomField > AdminGroup > AdminGroupMembership > AdminOwnPersonalGroups > AdminQueue > AdminUsers > AssignCustomFields > ModifyACL > ModifyCustomField > ModifyOwnMembership > ModifyQueueWatchers > ModifyScrips > ModifyTemplate > ModifyTicket > ShowACL > ShowConfigTab > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > > For each Queue ("Telecom" in this example), I have additional rights for > the associated group. I've specified some AdminCCs by default because > we're transitioning from an e-mail based process. Eventually I'll remove > the AdminCCs and create a Scrip/Template to e-mail the group members > when a ticket is created in their queue. After that it'll be up to them > to decide if they want to own the ticket or add themselves as Ccs or > AdminCcs. > > Configuration -> Queues -> Telecom -> Watchers: > > Administrative Cc: > Telecom > Management > > Configuration -> Queues -> Telecom -> Group Rights: > > User defined groups: Telecom > CommentOnTicket > ModifyTicket > OwnTicket > ReplyToTicket > ShowOutgoingEmail > ShowTicketComments > StealTicket > TakeTicket > WatchAsAdminCc > > BTW, I appreciate your time with this. The faster I can tweak this > config, the better chance it'll be adopted. Our current e-mail based > process has to go... :-) > > I should also mention that I've configured the ___Approval queue. For > some reason it's showing up on the user's home page. I thought the > ___Approval queue would be hidden... Should it be? > > I'm still tweaking the approval process. There's some conflicts between > the global scrips and the approval queue scrips. For example, the global > scrip "On Create Notify AdminCcs with template Transaction" and the > ___Approval queue scrip "On Create Notify AdminCcs with template New > Pending Approval". It looks like I'll have to move that global scrip > into each queue instead to avoid duplicate e-mails with the ___Approval > queue. > > Thanks! > js. From KFCrocker at lbl.gov Thu Feb 7 14:04:28 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 11:04:28 -0800 Subject: [rt-users] Rights, rights, rights... Approval queue... In-Reply-To: <20080207152436.GB12053@zaphod.mvlan.net> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <20080207152436.GB12053@zaphod.mvlan.net> Message-ID: <47AB563C.6000907@lbl.gov> Jean-Sebastien, I've heard of manywho have trouble getting rights to act consistently at the approvals level. That's why I created my own approvals method by just setting up a "regular" queue to collect the tickets initially and then granting the appropriate rights. When approved, the person approving can move the ticket to the correct queue OR a scrip could do it if there was a simple choice of where. This makes it simple AND the ticket number remains the same from approval to support and audit doesn't get confused. Kenn LBNL On 2/7/2008 7:24 AM, Jean-Sebastien Morisset wrote: > On Thu, Feb 07, 2008 at 03:09:54PM +0000, Jean-Sebastien Morisset wrote: >> On Wed, Feb 06, 2008 at 11:19:48AM -0800, Kenneth Crocker wrote: > [snip!] >> I should also mention that I've configured the ___Approval queue. For >> some reason it's showing up on the user's home page. I thought the >> ___Approval queue would be hidden... Should it be? >> >> I'm still tweaking the approval process. There's some conflicts between >> the global scrips and the approval queue scrips. For example, the global >> scrip "On Create Notify AdminCcs with template Transaction" and the >> ___Approval queue scrip "On Create Notify AdminCcs with template New >> Pending Approval". It looks like I'll have to move that global scrip >> into each queue instead to avoid duplicate e-mails with the ___Approval >> queue. > > I might as well explain how I configured the Approval process too. :-) > > Configuration -> Global -> Scrips: > > On ApprovlReq Create Tickets with template Create Approval > (I ran an insert in the DB for this. It seems to work fine.) > > Configuration -> Global -> Templates: > > Create Approval > ===Create-Ticket: management-approval > Subject: Approval for Ticket #{$Tickets{"TOP"}->Id}: {$Tickets{'TOP'}->Subject} > Queue: ___Approvals > Type: approval > Owner: Nobody > Cc: {$Tickets{'TOP'}->RequestorAddresses} > Cc: {$Tickets{'TOP'}->OwnerObj->EmailAddress} > DependedOnBy: {$Tickets{"TOP"}->Id} > RefersTo: {$Tickets{"TOP"}->Id} > CustomField1: {$Tickets{'TOP'}->FirstCustomFieldValue('1')} > CustomField5: {$Tickets{'TOP'}->FirstCustomFieldValue('5')} > ContentType: text/plain > Content: A request regarding "{$Tickets{'TOP'}->Subject}" in the {$Tickets{'TOP'}->QueueObj->Name} queue needs management approval. Please approve / resolve or reject this ticket to proceed. > > Original Ticket Request: > > {$Tickets{'TOP'}->Transactions->First->Content} > ENDOFCONTENT > > At one point I tried using an AdminCc with the 'Management' group > members, but instead I've listed the Management group as Admin Watchers > for the ___Approval queue... > > Configuration -> Queues -> ___Approvals -> Watchers: > > Administrative Cc: > Management > > Configuration -> Queues -> ___Approvals -> Group Rights: > > User defined groups: Management > CommentOnTicket > ModifyTicket > OwnTicket > ReplyToTicket > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > > Configuration -> Queues -> ___Approvals -> Scrips: > > On Create Notify AdminCcs with template New Pending Approval > (This conflicts with a global 'On Create' scrip.) > > Configuration -> Queues -> ___Approvals -> Templates: > > New Pending Approval > Subject: New Pending Approval: {$Ticket->Subject} > > There is a new item pending your approval: "{$Ticket->Subject()}", > a summary of which appears below. > > Please visit the following URL to approve or reject this ticket. > You can also use {$RT::WebURL}Approvals/ to batch-process all your > pending approvals. > > Ticket Approval URL: > {$RT::WebURL}Approvals/Display.html?id={$Ticket->id} > > {$Transaction->Content()} > > So... What do you think? On the right track? Off the track a bit? :-) > > Thanks, > js. From KFCrocker at lbl.gov Thu Feb 7 14:06:22 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 11:06:22 -0800 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <519782dc0802070810h489f8509vc63a2a3ba017a12b@mail.gmail.com> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <519782dc0802070810h489f8509vc63a2a3ba017a12b@mail.gmail.com> Message-ID: <47AB56AE.4020608@lbl.gov> Todd, I'm about to install 3.6.4. I have Rights Matrix running in 3.4.4 now. Is there anything I need to do when I install 3.6.4 to keep my the "MATRIX" (he he. sorry. I couldn't help it) running? Kenn LBNL On 2/7/2008 8:10 AM, Todd Chapman wrote: > js, > > My RightsMatrix RT extension can help with understanding and assigning > rights. > > For example you can use it to assign right to a group and then look at > individuals in that group to make sure they have the right you assigned > and exactly how they got that right. > > http://search.cpan.org/author/HTCHAPMAN/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm > > -Todd > > On 2/7/08, *Jean-Sebastien Morisset* > wrote: > > On Wed, Feb 06, 2008 at 11:19:48AM -0800, Kenneth Crocker wrote: > > > > Whew! You have really given alot of people alot of rights. > > Kenneth and Ruslan, > > Thanks for your feedback! I did a lot of testing, and wasn't sure if you > inherited rights or not, so many of the basic rights were duplicated. > Thanks for explaining that bit. :-) > > Ok, so a brief description of our processes is in order... It's very > simple really... Anyone can open a ticket. Requestors should be able to > view and reply to their own ticket. Anyone else should be able to view > all tickets, add themselves as CC, but not modify tickets that aren't > theirs. We have 3-4 queues, and most of the requests will be coming in > by e-mail, sorted (by procmail), and a ticket opened in the appropriate > queue. Specific groups, like "Telecom" for example, have priviledges to > work on tickets in their own queue (also called "Telecom"). They should > also be able to transfer tickets to other queues in case someone sent > their e-mail to the wrong queue. The "Management" group should have the > ability to modify any ticket in any queue. > > So, in a nutshell, that's about it. > > After your comments, I made the following adjustments: > > Configuration -> Global -> Group Rights: > > Everyone > CreateTicket > SeeCustomField > > Privileged > CreateSavedSearch > CreateTicket > EditSavedSearches > LoadSavedSearch > ModifySelf > SeeCustomField > SeeGroup > SeeQueue > ShowSavedSearches > ShowTicket > Watch > > User defined groups: Management > ModifyQueueWatchers > ModifyTicket > OwnTicket > ReplyToTicket > ShowACL > ShowOutgoingEmail > ShowScrips > ShowTemplate > ShowTicketComments > StealTicket > TakeTicket > WatchAsAdminCc > > There's also an RT-Admin group to manage users and RT configs: > > RT-Admin > AdminAllPersonalGroups > AdminCustomField > AdminGroup > AdminGroupMembership > AdminOwnPersonalGroups > AdminQueue > AdminUsers > AssignCustomFields > ModifyACL > ModifyCustomField > ModifyOwnMembership > ModifyQueueWatchers > ModifyScrips > ModifyTemplate > ModifyTicket > ShowACL > ShowConfigTab > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > > For each Queue ("Telecom" in this example), I have additional rights for > the associated group. I've specified some AdminCCs by default because > we're transitioning from an e-mail based process. Eventually I'll remove > the AdminCCs and create a Scrip/Template to e-mail the group members > when a ticket is created in their queue. After that it'll be up to them > to decide if they want to own the ticket or add themselves as Ccs or > AdminCcs. > > Configuration -> Queues -> Telecom -> Watchers: > > Administrative Cc: > Telecom > Management > > Configuration -> Queues -> Telecom -> Group Rights: > > User defined groups: Telecom > CommentOnTicket > ModifyTicket > OwnTicket > ReplyToTicket > ShowOutgoingEmail > ShowTicketComments > StealTicket > TakeTicket > WatchAsAdminCc > > BTW, I appreciate your time with this. The faster I can tweak this > config, the better chance it'll be adopted. Our current e-mail based > process has to go... :-) > > I should also mention that I've configured the ___Approval queue. For > some reason it's showing up on the user's home page. I thought the > ___Approval queue would be hidden... Should it be? > > I'm still tweaking the approval process. There's some conflicts between > the global scrips and the approval queue scrips. For example, the global > scrip "On Create Notify AdminCcs with template Transaction" and the > ___Approval queue scrip "On Create Notify AdminCcs with template New > Pending Approval". It looks like I'll have to move that global scrip > into each queue instead to avoid duplicate e-mails with the ___Approval > queue. > > Thanks! > js. > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From todd at chaka.net Thu Feb 7 14:55:15 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 7 Feb 2008 14:55:15 -0500 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <47AB56AE.4020608@lbl.gov> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <519782dc0802070810h489f8509vc63a2a3ba017a12b@mail.gmail.com> <47AB56AE.4020608@lbl.gov> Message-ID: <519782dc0802071155i5a3c1094p8dd419520b432d2c@mail.gmail.com> Kenneth, There should be no glitch in the Matrix. No deja vu. ;) ---------------- Now playing: The Kleptones - Sniff posted with FoxyTunes On 2/7/08, Kenneth Crocker wrote: > > Todd, > > > I'm about to install 3.6.4. I have Rights Matrix running in 3.4.4now. > Is there anything I need to do when I install 3.6.4 to keep my the > "MATRIX" (he he. sorry. I couldn't help it) running? > > > Kenn > LBNL > > On 2/7/2008 8:10 AM, Todd Chapman wrote: > > js, > > > > My RightsMatrix RT extension can help with understanding and assigning > > rights. > > > > For example you can use it to assign right to a group and then look at > > individuals in that group to make sure they have the right you assigned > > and exactly how they got that right. > > > > > http://search.cpan.org/author/HTCHAPMAN/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm > > > > -Todd > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Candelario at zoominfo.com Thu Feb 7 15:07:36 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Thu, 7 Feb 2008 15:07:36 -0500 Subject: [rt-users] Queue Question In-Reply-To: <47a881e7.06a0100a.0c08.7765@mx.google.com> Message-ID: Hi Sharlon, Where would I find them? Bill ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sharlon Carty Sent: Tuesday, February 05, 2008 10:34 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Queue Question What does your log file show? Did you create the entries in your alias file? If your using sendmail. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsmoriss at mvlan.net Thu Feb 7 15:31:50 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Thu, 7 Feb 2008 20:31:50 +0000 Subject: [rt-users] Rights, rights, rights... Approval queue... In-Reply-To: <47AB563C.6000907@lbl.gov> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <20080207152436.GB12053@zaphod.mvlan.net> <47AB563C.6000907@lbl.gov> Message-ID: <20080207203150.GC12053@zaphod.mvlan.net> On Thu, Feb 07, 2008 at 11:04:28AM -0800, Kenneth Crocker wrote: > Jean-Sebastien, > > > I've heard of manywho have trouble getting rights to act > consistently at the approvals level. That's why I created my own approvals > method by just setting up a "regular" queue to collect the tickets > initially and then granting the appropriate rights. When approved, the > person approving can move the ticket to the correct queue OR a scrip could > do it if there was a simple choice of where. This makes it simple AND the > ticket number remains the same from approval to support and audit > doesn't get confused. Yeah, I seem to be dealing with a few 'peculiar' behaviors. For example, if I add the Management group as AdminCc watchers for the Queue, the batch Approval feature doesn't list any tickets. I've had to use this in my approval creation template: AdminCc: { my $groupname = 'Management'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $groupname ); $groups->First->Id; } Getting the whole Approval thing working is a bit of a chore. BTW, I found why the ___Approval queue was showing up on the Home page: Privileged users had SeeQueue globally. I removed that right and added it back per Queue instead, except for the ___Approval queue, of course. :-) Thanks everyone for your help! It'll be nice to get this working and get people's noses out of their Inbox! :-) js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jsmoriss at mvlan.net Thu Feb 7 15:32:56 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Thu, 7 Feb 2008 20:32:56 +0000 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <519782dc0802071155i5a3c1094p8dd419520b432d2c@mail.gmail.com> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <519782dc0802070810h489f8509vc63a2a3ba017a12b@mail.gmail.com> <47AB56AE.4020608@lbl.gov> <519782dc0802071155i5a3c1094p8dd419520b432d2c@mail.gmail.com> Message-ID: <20080207203256.GD12053@zaphod.mvlan.net> On Thu, Feb 07, 2008 at 02:55:15PM -0500, Todd Chapman wrote: > Kenneth, > > There should be no glitch in the Matrix. No deja vu. ;) Todd, Nice little module. Thanks! It's already helped me cleanup a few rights. :-) js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From KFCrocker at lbl.gov Thu Feb 7 15:48:58 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 12:48:58 -0800 Subject: [rt-users] Custom Field size Message-ID: <47AB6EBA.3080908@lbl.gov> To all, My turn!!! Awhile back, I asked about how to increase the size of a custom Field I defined as "Fill in one text area". It all works fine, but the size is like really, really, really small. I wanted to make the box (where the user would type his stuff) much bigger. I was told to change the size of "RT::MessageBoxWidth. I did. I made it "Set($MessageBoxWidth , 180);" and when I bounced RT, the box doesn't look any different. I created a ticket and when I typed info in the field, same small box and look. Sooooooo, does anyone have a solution to that one? I would greatly appreciate it. Thanks. Kenn LBNL From tboyden at supercoups.com Thu Feb 7 16:05:38 2008 From: tboyden at supercoups.com (Timothy Boyden) Date: Thu, 7 Feb 2008 16:05:38 -0500 Subject: [rt-users] RT3.6 Exim Configuration? Message-ID: Hi, I've been working on setting up RT3.6 under Ubuntu and have reached a stumbling block. I have rt-mailgate configured to retrieve e-mail from our mail server (MS Exchange 2003), but I can't seem to figure out how to configure RT to send mail either direct to our mail server or through Exim which was installed with the Ubuntu version of RT3.6. Can anyone clue me in on how to do this or suggest an alternative configuration with either sendmail or Postfix? Thanks, Tim Boyden --------------------------- Timothy Boyden Network Administrator tboyden at supercoups.com SuperCoups(r) 350 Revolutionary Drive | E. Taunton, MA 02718 508-977-2034 | www.supercoups.com --------------------------- Local Coupons. Super Savings.(r) -------------- next part -------------- An HTML attachment was scrubbed... URL: From Candelario at zoominfo.com Thu Feb 7 16:24:49 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Thu, 7 Feb 2008 16:24:49 -0500 Subject: [rt-users] Tasks Message-ID: Hi, Is there a way to create Queue called "Tasks" and when creating a task and assigning it to an owner, that it actually emails the owner of the ticket. I tried using the "OnCreate..NotifyOwner" scrip but it didn't work. Any suggestions? I'm using version 3.6.4 Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Feb 7 16:24:51 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 13:24:51 -0800 Subject: [rt-users] Custom Field size In-Reply-To: <519782dc0802071257pd46aa27g62ed4b39cfbe99ea@mail.gmail.com> References: <47AB6EBA.3080908@lbl.gov> <519782dc0802071257pd46aa27g62ed4b39cfbe99ea@mail.gmail.com> Message-ID: <47AB7723.2020504@lbl.gov> Todd, That's pretty cool. Any answer as to why the first instruction I got doesn't work? I more curious than anything else. I'm still REAL new to the UNIX world and perl and more of n Administer at this point. I've written some simple scrips but no code that involves callbacks, subroutines, etc. My hero once said "a good man always knows his limitations". So I'm learning this stuff painfully slow. For example: I assume $ cat means you want me to put the code that starts with the line return .... into ".../Elements/EditCustomField/EditComponentName". Do I include the <%init> line? Also, how will RT know that I want just the one CF to be bigger and what size? What is "<%ARGS>"? Does all of that code go in "/EditCustomField/"? Is that a directory? Is "/EditComponentName" a file and does it hold the "" part of the code? As you can see, I know very little about any perl code that is the least bit complicated. If I understood your code better, I'd more than likely use it as my 35 years of coding in 20 other languages taught me that hard-coding and redundant coding is BAD, BAD, BAD. Thanks. Kenn LBNL On 2/7/2008 12:57 PM, Todd Chapman wrote: > RT has a callback to change what component is used to edit/display a CF. > I wrote a callback that made it easy to override the component to be > used for a specific CF. > > Here is the callback: > > $ cat > /opt/rt3/local/html/Callbacks/my_company/Elements/EditCustomField/EditComponentName > > <%INIT> > return unless $CustomField; > > if ( $CustomField->FriendlyPattern =~ /\WTime\W/ ) { > $$Name = $m->callers(1)->dir_path . "/CustomFields/TimePicker"; > return; > } > > my > $Comp = $CustomField->Name; > $Comp =~ s/\W/_/g; > $Comp = $m->callers(1)->dir_path . "/CustomFields/EditCF_$Comp"; > > $$Name = $m->comp_exists($Comp.$CustomField->id) ? $Comp.$CustomField->id > : $m->comp_exists($Comp) ? $Comp > : $$Name; > > <%ARGS> > $Name > $CustomField => undef > $Object => undef > > > With that in place I can just drop a new component in the right place to > get the desired behavior. Here is one what does what you want: > > $ cat /opt/rt3/local/html/Elements/CustomFields/EditCF_Change_Description > > <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols => 40 &> > > > This is handy for all sorts of things. > > -Todd > > On 2/7/08, *Kenneth Crocker* > wrote: > > To all, > > > My turn!!! Awhile back, I asked about how to increase the > size of a > custom Field I defined as "Fill in one text area". It all works fine, > but the size is like really, really, really small. I wanted to make the > box (where the user would type his stuff) much bigger. I was told to > change the size of "RT::MessageBoxWidth. I did. I made it > "Set($MessageBoxWidth , 180);" and when I bounced RT, the box doesn't > look any different. I created a ticket and when I typed info in the > field, same small box and look. Sooooooo, does anyone have a solution to > that one? I would greatly appreciate it. Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From todd at chaka.net Thu Feb 7 16:29:14 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 7 Feb 2008 16:29:14 -0500 Subject: [rt-users] Custom Field size In-Reply-To: <47AB6EBA.3080908@lbl.gov> References: <47AB6EBA.3080908@lbl.gov> Message-ID: <519782dc0802071329s3d077529ic4a4a833ac026b39@mail.gmail.com> MessageBoxWidth determines the size of things such as the Reply box on the ticket update page. It doesn't affect CFs at all. On 2/7/08, Kenneth Crocker wrote: > > To all, > > > My turn!!! Awhile back, I asked about how to increase the size of > a > custom Field I defined as "Fill in one text area". It all works fine, > but the size is like really, really, really small. I wanted to make the > box (where the user would type his stuff) much bigger. I was told to > change the size of "RT::MessageBoxWidth. I did. I made it > "Set($MessageBoxWidth , 180);" and when I bounced RT, the box doesn't > look any different. I created a ticket and when I typed info in the > field, same small box and look. Sooooooo, does anyone have a solution to > that one? I would greatly appreciate it. Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Feb 7 16:45:44 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 7 Feb 2008 22:45:44 +0100 Subject: [rt-users] Tasks In-Reply-To: References: Message-ID: <20080207214543.GA30915@easter-eggs.com> On Thu, Feb 07, 2008 at 04:24:49PM -0500, Candelario, Bill wrote: > Hi, > > Is there a way to create Queue called "Tasks" and when creating a task > and assigning it to an owner, that it actually emails the owner of the > ticket. I tried using the "OnCreate..NotifyOwner" scrip but it didn't > work. Any suggestions? > > I'm using version 3.6.4 > Of course you can do this. But you said you wan't an email out when you assign tickets, so your condition should be "On owner change", and your action "Email owner". You have to write the condition yourself as it doesn't exists in RT. See conditions example on http://wiki.bestpractical.com/view/Contributions. From todd at chaka.net Thu Feb 7 15:57:44 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 7 Feb 2008 15:57:44 -0500 Subject: [rt-users] Custom Field size In-Reply-To: <47AB6EBA.3080908@lbl.gov> References: <47AB6EBA.3080908@lbl.gov> Message-ID: <519782dc0802071257pd46aa27g62ed4b39cfbe99ea@mail.gmail.com> RT has a callback to change what component is used to edit/display a CF. I wrote a callback that made it easy to override the component to be used for a specific CF. Here is the callback: $ cat /opt/rt3/local/html/Callbacks/my_company/Elements/EditCustomField/EditComponentName <%INIT> return unless $CustomField; if ( $CustomField->FriendlyPattern =~ /\WTime\W/ ) { $$Name = $m->callers(1)->dir_path . "/CustomFields/TimePicker"; return; } my $Comp = $CustomField->Name; $Comp =~ s/\W/_/g; $Comp = $m->callers(1)->dir_path . "/CustomFields/EditCF_$Comp"; $$Name = $m->comp_exists($Comp.$CustomField->id) ? $Comp.$CustomField->id : $m->comp_exists($Comp) ? $Comp : $$Name; <%ARGS> $Name $CustomField => undef $Object => undef With that in place I can just drop a new component in the right place to get the desired behavior. Here is one what does what you want: $ cat /opt/rt3/local/html/Elements/CustomFields/EditCF_Change_Description <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols => 40 &> This is handy for all sorts of things. -Todd On 2/7/08, Kenneth Crocker wrote: > > To all, > > > My turn!!! Awhile back, I asked about how to increase the size of > a > custom Field I defined as "Fill in one text area". It all works fine, > but the size is like really, really, really small. I wanted to make the > box (where the user would type his stuff) much bigger. I was told to > change the size of "RT::MessageBoxWidth. I did. I made it > "Set($MessageBoxWidth , 180);" and when I bounced RT, the box doesn't > look any different. I created a ticket and when I typed info in the > field, same small box and look. Sooooooo, does anyone have a solution to > that one? I would greatly appreciate it. Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Feb 7 17:06:09 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 7 Feb 2008 17:06:09 -0500 Subject: [rt-users] Custom Field size In-Reply-To: <47AB7723.2020504@lbl.gov> References: <47AB6EBA.3080908@lbl.gov> <519782dc0802071257pd46aa27g62ed4b39cfbe99ea@mail.gmail.com> <47AB7723.2020504@lbl.gov> Message-ID: <519782dc0802071406u6b9be95nec78711bf889da3c@mail.gmail.com> Kenneth, Yes, include the <%INIT> line. You have to make the directory /opt/rt3/local/html/Callbacks/my_company/Elements/EditCustomField/ and create the file EditComponentName. Then create the directory /opt/rt3/local/html/Elements/CustomFields/. Now for every CF you want to modify the display of you create a file in that directory. For edit mode you create the file EditCF_my_cf_name. That is, "EditCF" + your CF name with all non-alphanumeric characters replaces with underscores. In the example I gave you just end up calling the same component RT would have normally called, but override the Rows and Cols options. Does that make sense? -Todd On 2/7/08, Kenneth Crocker wrote: > > Todd, > > > That's pretty cool. Any answer as to why the first instruction I > got > doesn't work? I more curious than anything else. I'm still REAL new to > the UNIX world and perl and more of n Administer at this point. I've > written some simple scrips but no code that involves callbacks, > subroutines, etc. My hero once said "a good man always knows his > limitations". So I'm learning this stuff painfully slow. For example: > > I assume $ cat means you want me to put the code that starts with > the > line return .... into ".../Elements/EditCustomField/EditComponentName". > Do I include the <%init> line? Also, how will RT know that I want just > the one CF to be bigger and what size? What is "<%ARGS>"? Does all of > that code go in "/EditCustomField/"? Is that a directory? Is > "/EditComponentName" a file and does it hold the "" part of the > code? > As you can see, I know very little about any perl code that is the > least bit complicated. If I understood your code better, I'd more than > likely use it as my 35 years of coding in 20 other languages taught me > that hard-coding and redundant coding is BAD, BAD, BAD. Thanks. > > > Kenn > LBNL > > On 2/7/2008 12:57 PM, Todd Chapman wrote: > > RT has a callback to change what component is used to edit/display a CF. > > I wrote a callback that made it easy to override the component to be > > used for a specific CF. > > > > Here is the callback: > > > > $ cat > > > /opt/rt3/local/html/Callbacks/my_company/Elements/EditCustomField/EditComponentName > > > > <%INIT> > > return unless $CustomField; > > > > if ( $CustomField->FriendlyPattern =~ /\WTime\W/ ) { > > $$Name = $m->callers(1)->dir_path . "/CustomFields/TimePicker"; > > return; > > } > > > > my > > $Comp = $CustomField->Name; > > $Comp =~ s/\W/_/g; > > $Comp = $m->callers(1)->dir_path . "/CustomFields/EditCF_$Comp"; > > > > $$Name = $m->comp_exists($Comp.$CustomField->id) ? > $Comp.$CustomField->id > > : $m->comp_exists($Comp) ? $Comp > > : $$Name; > > > > <%ARGS> > > $Name > > $CustomField => undef > > $Object => undef > > > > > > With that in place I can just drop a new component in the right place to > > get the desired behavior. Here is one what does what you want: > > > > $ cat > /opt/rt3/local/html/Elements/CustomFields/EditCF_Change_Description > > > > <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols => 40 &> > > > > > > This is handy for all sorts of things. > > > > -Todd > > > > On 2/7/08, *Kenneth Crocker* > > wrote: > > > > To all, > > > > > > My turn!!! Awhile back, I asked about how to increase the > > size of a > > custom Field I defined as "Fill in one text area". It all works > fine, > > but the size is like really, really, really small. I wanted to make > the > > box (where the user would type his stuff) much bigger. I was told to > > change the size of "RT::MessageBoxWidth. I did. I made it > > "Set($MessageBoxWidth , 180);" and when I bounced RT, the box > doesn't > > look any different. I created a ticket and when I typed info in the > > field, same small box and look. Sooooooo, does anyone have a > solution to > > that one? I would greatly appreciate it. Thanks. > > > > > > Kenn > > LBNL > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisc.email at abshernw.com Thu Feb 7 17:09:30 2008 From: chrisc.email at abshernw.com (Chris Crow) Date: Thu, 07 Feb 2008 14:09:30 -0800 Subject: [rt-users] Question about RTFM attachments Message-ID: <47AB819A.7090905@abshernw.com> Sorry for the potentially newby question. I have an article in RTFM 2.2.1 that has an attachment, and I am trying to send that attachment to a user using request tracker, but it only shows the name of the document in the reply. Is there a way to send an attachment from a RTFM article to a user? Example: Attachement: ------------ How to Check your Auto Archive Settigs.doc Body: ------ The Attached document.... Thanks, Chris From G.E.Fowler at lboro.ac.uk Thu Feb 7 17:24:31 2008 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Thu, 07 Feb 2008 22:24:31 +0000 Subject: [rt-users] RT3.6 Exim Configuration? In-Reply-To: References: Message-ID: <1202423071.3784.4.camel@ernie.internal.graemef.net> On Thu, 2008-02-07 at 16:05 -0500, Timothy Boyden wrote: > I have rt-mailgate configured to retrieve e-mail from our mail server (MS Exchange 2003), but I can't seem to figure out how to configure RT to send mail either direct to our mail server or through Exim which was installed with the Ubuntu version of RT3.6. In theory, as Exim is a drop-in replacement for Sendmail on systems used for outgoing mail only (inbound is more complicated), the defaults should work. In RT_SiteConfig.pm: Set($MailCommand , 'sendmail'); Set($SendmailArguments , "-oi"); ...that calls /usr/lib/sendmail (or /usr/sbin/sendmail, I forget which, but as they're essentially the same thing - Exim - it doesn't matter. What is the problem you're seeing? Graeme From KFCrocker at lbl.gov Thu Feb 7 17:59:33 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 14:59:33 -0800 Subject: [rt-users] Custom Field size In-Reply-To: <519782dc0802071406u6b9be95nec78711bf889da3c@mail.gmail.com> References: <47AB6EBA.3080908@lbl.gov> <519782dc0802071257pd46aa27g62ed4b39cfbe99ea@mail.gmail.com> <47AB7723.2020504@lbl.gov> <519782dc0802071406u6b9be95nec78711bf889da3c@mail.gmail.com> Message-ID: <47AB8D55.4010707@lbl.gov> Todd, Some of it, yes. I know how to create the directories/files, but I still don't see how that will make the box for the CF entry bigger. Kenn LBNL On 2/7/2008 2:06 PM, Todd Chapman wrote: > Kenneth, > > Yes, include the <%INIT> line. > > You have to make the directory /opt/rt3/local/html/Callbacks > /my_company/Elements/EditCustomField/ and create the file EditComponentName. > > Then create the directory /opt/rt3/local/html/Elements > /CustomFields/. > > Now for every CF you want to modify the display of you create a file in > that directory. For edit mode you create the file > EditCF_my_cf_name. That is, "EditCF" + your CF name with all > non-alphanumeric characters replaces with underscores. > > In the example I gave you just end up calling the same component RT > would have normally called, but override the Rows and Cols options. > > Does that make sense? > > -Todd > > > On 2/7/08, *Kenneth Crocker* > wrote: > > Todd, > > > That's pretty cool. Any answer as to why the first > instruction I got > doesn't work? I more curious than anything else. I'm still REAL new to > the UNIX world and perl and more of n Administer at this point. I've > written some simple scrips but no code that involves callbacks, > subroutines, etc. My hero once said "a good man always knows his > limitations". So I'm learning this stuff painfully slow. For example: > > I assume $ cat means you want me to put the code that starts > with the > line return .... into ".../Elements/EditCustomField/EditComponentName". > Do I include the <%init> line? Also, how will RT know that I want just > the one CF to be bigger and what size? What is "<%ARGS>"? Does all of > that code go in "/EditCustomField/"? Is that a directory? Is > "/EditComponentName" a file and does it hold the "" part of the > code? > As you can see, I know very little about any perl code that > is the > least bit complicated. If I understood your code better, I'd more than > likely use it as my 35 years of coding in 20 other languages taught me > that hard-coding and redundant coding is BAD, BAD, BAD. Thanks. > > > Kenn > LBNL > > On 2/7/2008 12:57 PM, Todd Chapman wrote: > > RT has a callback to change what component is used to > edit/display a CF. > > I wrote a callback that made it easy to override the component to be > > used for a specific CF. > > > > Here is the callback: > > > > $ cat > > > /opt/rt3/local/html/Callbacks/my_company/Elements/EditCustomField/EditComponentName > > > > <%INIT> > > return unless $CustomField; > > > > if ( $CustomField->FriendlyPattern =~ /\WTime\W/ ) { > > $$Name = $m->callers(1)->dir_path . "/CustomFields/TimePicker"; > > return; > > } > > > > my > > $Comp = $CustomField->Name; > > $Comp =~ s/\W/_/g; > > $Comp = $m->callers(1)->dir_path . "/CustomFields/EditCF_$Comp"; > > > > $$Name = $m->comp_exists($Comp.$CustomField->id) ? > $Comp.$CustomField->id > > : $m->comp_exists($Comp) ? $Comp > > : $$Name; > > > > <%ARGS> > > $Name > > $CustomField => undef > > $Object => undef > > > > > > With that in place I can just drop a new component in the right > place to > > get the desired behavior. Here is one what does what you want: > > > > $ cat > /opt/rt3/local/html/Elements/CustomFields/EditCF_Change_Description > > > > <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols => 40 &> > > > > > > This is handy for all sorts of things. > > > > -Todd > > > > On 2/7/08, *Kenneth Crocker* > > >> wrote: > > > > To all, > > > > > > My turn!!! Awhile back, I asked about how to > increase the > > size of a > > custom Field I defined as "Fill in one text area". It all > works fine, > > but the size is like really, really, really small. I wanted > to make the > > box (where the user would type his stuff) much bigger. I was > told to > > change the size of "RT::MessageBoxWidth. I did. I made it > > "Set($MessageBoxWidth , 180);" and when I bounced RT, the box > doesn't > > look any different. I created a ticket and when I typed info > in the > > field, same small box and look. Sooooooo, does anyone have a > solution to > > that one? I would greatly appreciate it. Thanks. > > > > > > Kenn > > LBNL > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > From KFCrocker at lbl.gov Thu Feb 7 18:03:54 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 15:03:54 -0800 Subject: [rt-users] Tasks In-Reply-To: References: Message-ID: <47AB8E5A.1000903@lbl.gov> Bill, Keep in mind, that a "notify .." will not send anything to "whomever" if "whomever" is the person making the change. As to a scrip to notify of owner change, I use the following scrip/template code: # Scrip code # check transaction as an owner change; no spam for "nobody" # my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 'Owner'; return 1 unless $trans->OldValue == $RT::Nobody->Id; # Template code To:{ my $Old_Owner; $Old_Owner = RT::User->new($RT::System); $Old_Owner->Load( $Transaction->OldValue ); $Old_Owner->EmailAddress(); } Subject: Request Titled: "{$Ticket->Subject}" has a new owner! ----------------------------------------------------------------------------- TICKET INFORMATION: Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : {$Ticket->id} Ticket Subject: {$Ticket->Subject} Ticket Description: { return $Ticket->FirstCustomFieldValue('Description'); } Ticket Priority is: {$Ticket->Priority} Ticket Created by: {$Ticket->CreatorObj->Name} Ticket Now Owned by: {$Ticket->OwnerObj->Name} I hope this helps. Kenn LBNL On 2/7/2008 1:24 PM, Candelario, Bill wrote: > Hi, > > Is there a way to create Queue called "Tasks" and when creating a task > and assigning it to an owner, that it actually emails the owner of the > ticket. I tried using the "OnCreate..NotifyOwner" scrip but it didn't > work. Any suggestions? > > I'm using version 3.6.4 > > Thanks, > Bill > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ocraig at stillsecure.com Thu Feb 7 18:45:13 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 07 Feb 2008 16:45:13 -0700 Subject: [rt-users] AdminCcs can reply even without ReplyToTicket right? Message-ID: <1202427913.16526.93.camel@localhost.localdomain> (RT 3.6.0) Do AdminCC users automatically get the ability to correspond with the Requestor, even when the ReplyToTicket right is de-selected for the role? If so, why is it selectable at all? I'm trying to restrict things such that only Owners or members of a specific privileged group can reply directly to customers; we generally use the AdminCC role as an escalation mechanism with engineering, and our developers have asked us to make sure that they can't accidentally reply to customers instead of commenting the ticket. I removed ReplyToTicket rights for everyone except Owners, Ccs, Requestors, and our user-defined CSE group, but after some testing it looks like non-CSE staffmembers can still correspond with the Requestor through RT. (I also checked using Todd's excellent RightsMatrix tool, and as far as I can tell nobody has ReplyToTicket who shouldn't.) Am I missing something obvious? -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From ruz at bestpractical.com Thu Feb 7 19:06:48 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Feb 2008 03:06:48 +0300 Subject: [rt-users] AdminCcs can reply even without ReplyToTicket right? In-Reply-To: <1202427913.16526.93.camel@localhost.localdomain> References: <1202427913.16526.93.camel@localhost.localdomain> Message-ID: <589c94400802071606pc6efd0aob2a854d33befdb20@mail.gmail.com> On Feb 8, 2008 2:45 AM, Ole Craig wrote: > (RT 3.6.0) > > Do AdminCC users automatically get the ability to correspond with the > Requestor, even when the ReplyToTicket right is de-selected for the > role? If so, why is it selectable at all? No, they don't get unless they have this right via other roles or directly via group membership. I don't remember any bug fix that can be close to the problem you're describing, but 3.6.0 had been released on Jun 15 2006. It's very-very old. > > I'm trying to restrict things such that only Owners or members of a > specific privileged group can reply directly to customers; we generally > use the AdminCC role as an escalation mechanism with engineering, and > our developers have asked us to make sure that they can't accidentally > reply to customers instead of commenting the ticket. I removed > ReplyToTicket rights for everyone except Owners, Ccs, Requestors, and > our user-defined CSE group, but after some testing it looks like non-CSE > staffmembers can still correspond with the Requestor through RT. (I also > checked using Todd's excellent RightsMatrix tool, and as far as I can > tell nobody has ReplyToTicket who shouldn't.) > > Am I missing something obvious? -- Best regards, Ruslan. From KFCrocker at lbl.gov Thu Feb 7 19:06:58 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 07 Feb 2008 16:06:58 -0800 Subject: [rt-users] AdminCcs can reply even without ReplyToTicket right? In-Reply-To: <1202427913.16526.93.camel@localhost.localdomain> References: <1202427913.16526.93.camel@localhost.localdomain> Message-ID: <47AB9D22.6040207@lbl.gov> Ole Craig, Not that I know of. Of course, if the person that is the AdminCc is also the owner or requestor or in a group that has the "Reply.." right then yes, they can. You have to check on the redundancies for that person in any group or role with rights to the queue or global rights. Kenn LBNL On 2/7/2008 3:45 PM, Ole Craig wrote: > (RT 3.6.0) > > Do AdminCC users automatically get the ability to correspond with the > Requestor, even when the ReplyToTicket right is de-selected for the > role? If so, why is it selectable at all? > > I'm trying to restrict things such that only Owners or members of a > specific privileged group can reply directly to customers; we generally > use the AdminCC role as an escalation mechanism with engineering, and > our developers have asked us to make sure that they can't accidentally > reply to customers instead of commenting the ticket. I removed > ReplyToTicket rights for everyone except Owners, Ccs, Requestors, and > our user-defined CSE group, but after some testing it looks like non-CSE > staffmembers can still correspond with the Requestor through RT. (I also > checked using Todd's excellent RightsMatrix tool, and as far as I can > tell nobody has ReplyToTicket who shouldn't.) > > Am I missing something obvious? > > From tboyden at supercoups.com Thu Feb 7 18:21:18 2008 From: tboyden at supercoups.com (Timothy Boyden) Date: Thu, 7 Feb 2008 18:21:18 -0500 Subject: [rt-users] RT3.6 Exim Configuration? In-Reply-To: <1202423071.3784.4.camel@ernie.internal.graemef.net> References: <1202423071.3784.4.camel@ernie.internal.graemef.net> Message-ID: I may have it figured out. Because I installed the Ubuntu package using the Synaptic package manager, I was never prompted to perform the configuration (local only; deliver locally, outgoing smarthost; etc..). I loaded up the Debian configuration tool and re-ran the configuration and set what I think are the right settings. I'm rebooting the server now to have the new settings take effect. We'll see what happens... Thanks, Tim -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Graeme Fowler Sent: Thursday, February 07, 2008 5:25 PM To: rt-users Subject: Re: [rt-users] RT3.6 Exim Configuration? On Thu, 2008-02-07 at 16:05 -0500, Timothy Boyden wrote: > I have rt-mailgate configured to retrieve e-mail from our mail server (MS Exchange 2003), but I can't seem to figure out how to configure RT to send mail either direct to our mail server or through Exim which was installed with the Ubuntu version of RT3.6. In theory, as Exim is a drop-in replacement for Sendmail on systems used for outgoing mail only (inbound is more complicated), the defaults should work. In RT_SiteConfig.pm: Set($MailCommand , 'sendmail'); Set($SendmailArguments , "-oi"); ...that calls /usr/lib/sendmail (or /usr/sbin/sendmail, I forget which, but as they're essentially the same thing - Exim - it doesn't matter. What is the problem you're seeing? Graeme _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ocraig at stillsecure.com Thu Feb 7 21:09:03 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 07 Feb 2008 19:09:03 -0700 Subject: [rt-users] AdminCcs can reply even without ReplyToTicket right? In-Reply-To: <589c94400802071606pc6efd0aob2a854d33befdb20@mail.gmail.com> References: <1202427913.16526.93.camel@localhost.localdomain> <589c94400802071606pc6efd0aob2a854d33befdb20@mail.gmail.com> Message-ID: <1202436543.16526.99.camel@localhost.localdomain> On Fri, 2008-02-08 at 03:06 +0300, Ruslan Zakirov wrote: > On Feb 8, 2008 2:45 AM, Ole Craig wrote: > > (RT 3.6.0) > > > > Do AdminCC users automatically get the ability to correspond with > the > > Requestor, even when the ReplyToTicket right is de-selected for the > > role? If so, why is it selectable at all? > No, they don't get unless they have this right via other roles or > directly via group membership. I don't remember any bug fix that can > be close to the problem you're describing, but 3.6.0 had been released > on Jun 15 2006. It's very-very old. Yup. It's been in production since then, and I've been busy building a support team and haven't had time to upgrade. I have a window scheduled for early March. Glad to hear that the right does control; obviously I've missed an inheritance somewhere. I'll go looking, thanks. -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From ruz at bestpractical.com Thu Feb 7 21:50:47 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Feb 2008 05:50:47 +0300 Subject: [rt-users] Tasks In-Reply-To: <47AB8E5A.1000903@lbl.gov> References: <47AB8E5A.1000903@lbl.gov> Message-ID: <589c94400802071850o24248871nad0bd9e30e4d7e8b@mail.gmail.com> Bill, Kenneth's example is cool and works, however it notifies old owner when people change owner except when old owner is nobody. To notify new owner you should read http://wiki.bestpractical.com/view/NotifyOwner . On Feb 8, 2008 2:03 AM, Kenneth Crocker wrote: > Bill, > > > Keep in mind, that a "notify .." will not send anything to "whomever" > if "whomever" is the person making the change. As to a scrip to notify > of owner change, I use the following scrip/template code: > > # Scrip code > > # check transaction as an owner change; no spam for "nobody" > # > my $trans = $self->TransactionObj; > > return 0 unless $trans->Field eq 'Owner'; > return 1 unless $trans->OldValue == $RT::Nobody->Id; > > # Template code > > To:{ > my $Old_Owner; > $Old_Owner = RT::User->new($RT::System); > $Old_Owner->Load( $Transaction->OldValue ); > $Old_Owner->EmailAddress(); > } > Subject: Request Titled: "{$Ticket->Subject}" has a new owner! > > ----------------------------------------------------------------------------- > TICKET INFORMATION: > Ticket Queue : {$Ticket->QueueObj->Name} > Ticket Number : {$Ticket->id} > Ticket Subject: {$Ticket->Subject} > Ticket Description: > { > return $Ticket->FirstCustomFieldValue('Description'); > } > Ticket Priority is: {$Ticket->Priority} > Ticket Created by: {$Ticket->CreatorObj->Name} > Ticket Now Owned by: {$Ticket->OwnerObj->Name} > > > I hope this helps. > > Kenn > LBNL > > > On 2/7/2008 1:24 PM, Candelario, Bill wrote: > > Hi, > > > > Is there a way to create Queue called "Tasks" and when creating a task > > and assigning it to an owner, that it actually emails the owner of the > > ticket. I tried using the "OnCreate..NotifyOwner" scrip but it didn't > > work. Any suggestions? > > > > I'm using version 3.6.4 > > > > Thanks, > > Bill > > > > > > ------------------------------------------------------------------------ > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From chaitanya.ram at gmail.com Fri Feb 8 01:37:08 2008 From: chaitanya.ram at gmail.com (Chaitanya Veludandi) Date: Fri, 8 Feb 2008 12:07:08 +0530 Subject: [rt-users] Hours Worked Message-ID: Hi, Is there a way to calculate Hours Worked (using Business Hours) based on the difference betwee Resolved Time and Created Time and then move it to a custom Field? Regards, Chaitanya -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Fri Feb 8 03:23:49 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 08 Feb 2008 08:23:49 +0000 Subject: [rt-users] Hours Worked In-Reply-To: References: Message-ID: <47AC1195.1070404@jennic.com> Chaitanya Veludandi wrote: > Hi, > > Is there a way to calculate Hours Worked (using Business Hours) based on > the difference betwee Resolved Time and Created Time and then move it to > a custom Field? Posted to this list less than 24 hours ago: > > But do you know if it is possible for RT (I >> > couldn't find it when I searched Google) to automatically enter the time >> > worked based on the time elapsed between when the ticket was opened and when >> > it was updated? I guess(?) that if an issue remained unresolved and the >> > customer called back it would have to add time to said ticket on each >> > update? I will keep searching for this on my own, but figured it couldn't >> > hurt to ask. > > I don't see why not. I might be wrong about the *best* way to do it, but > it certainly seems you could add a custom scrip action to do it. > > Pseudocode: > > "On Ticket->Update, Ticket->Worked = Ticket->Updated() - Ticket->Created()" > > Although, you might need to convert the times into Unix time, then do > the sums and then convert back again. > -- Kind Regards, ___________________________________________________ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___________________________________________________ From alvaro.munoz at hp.com Fri Feb 8 08:31:25 2008 From: alvaro.munoz at hp.com (Munoz, Alvaro) Date: Fri, 8 Feb 2008 13:31:25 +0000 Subject: [rt-users] COndition on customfield change Message-ID: Hi there, Is there any way to match a customfiled value change from one specific value to another? Transactions of type "CustomField" leave NewValue and OldValue to NULL so I just can know that the field has changed but not the old and new values. In the ticket history you can see both values, can i use those values from a scrip condition? Thanks in advance! Alvaro -------------- next part -------------- An HTML attachment was scrubbed... URL: From weser at osp-dd.de Fri Feb 8 08:52:41 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 08 Feb 2008 14:52:41 +0100 Subject: [rt-users] COndition on customfield change In-Reply-To: References: Message-ID: <47AC5EA9.4070502@osp-dd.de> Alvara, have a look at http://wiki.bestpractical.com/view/Contributions, there are several examples how to read and manipulate the values of CFs via scrips. First you have to look if the transaction was caused by a CF, something like this: unless ( ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == 6 ) || $self->TransactionObj->Type eq "Create" ) { return 0; } Hint: The "6" equals the id of the CF. Then you can test for OldValue and NewValue. Have a look at the examples mentioned above. Best, Ben Munoz, Alvaro schrieb: > Hi there, > > Is there any way to match a customfiled value change from one specific > value to another? > > Transactions of type "CustomField" leave NewValue and OldValue to NULL > so I just can know that the field has changed but not the old and new > values. > In the ticket history you can see both values, can i use those values > from a scrip condition? > > Thanks in advance! > > Alvaro > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From alvaro.munoz at hp.com Fri Feb 8 09:22:07 2008 From: alvaro.munoz at hp.com (Munoz, Alvaro) Date: Fri, 8 Feb 2008 14:22:07 +0000 Subject: [rt-users] COndition on customfield change In-Reply-To: <47AC5EA9.4070502@osp-dd.de> References: <47AC5EA9.4070502@osp-dd.de> Message-ID: Hi Benjamin, I looked at the wiki and the list before posting, but the problem is that newValue and oldValue attributes are not set inthe transaction Alvaro Mu?oz S?nchez Technical Consultant Hewlett Packard Consulting & Integration Phone: 628 13 01 36 E-Mail: alvaro.munoz at hp.com P Antes de imprimir piensa en el medio ambiente -----Original Message----- From: Benjamin Weser [mailto:weser at osp-dd.de] Sent: viernes, 08 de febrero de 2008 14:53 To: Munoz, Alvaro Cc: RT Users Subject: Re: [rt-users] COndition on customfield change Alvara, have a look at http://wiki.bestpractical.com/view/Contributions, there are several examples how to read and manipulate the values of CFs via scrips. First you have to look if the transaction was caused by a CF, something like this: unless ( ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == 6 ) || $self->TransactionObj->Type eq "Create" ) { return 0; } Hint: The "6" equals the id of the CF. Then you can test for OldValue and NewValue. Have a look at the examples mentioned above. Best, Ben Munoz, Alvaro schrieb: > Hi there, > > Is there any way to match a customfiled value change from one specific > value to another? > > Transactions of type "CustomField" leave NewValue and OldValue to NULL > so I just can know that the field has changed but not the old and new > values. > In the ticket history you can see both values, can i use those values > from a scrip condition? > > Thanks in advance! > > Alvaro > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From as at dunkel.de Fri Feb 8 09:26:09 2008 From: as at dunkel.de (asklorz) Date: Fri, 8 Feb 2008 06:26:09 -0800 (PST) Subject: [rt-users] Every click on a ticket takes 10 seconds Message-ID: <15200974.post@talk.nabble.com> When clicking on a ticket, it takes 10 sec for the page to build up. The left column of the site (the basics, people, more about xxx xxx) builds up in under 1 sec, but the right column and the bottom (reminders, dates, links, history) takes every time 9-10 seconds to show up. Apache log with request time: xxx.xxx.xxx.xxx - - [31/Jan/2008:04:01:27 -0500] "GET /Ticket/Display.html?id=5335 HTTP/1.1" 200 282977 "http://xxxxxx.xx/" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11" 9597932 The box has enough free ram, and is 99% idle. In the MySQL I can see many locks like this: # Query_time: 9 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-bbe05f8fb2d2792dfb16441a94e7f351', 3600); This locks seems not the be the source of the problem but the consequence. I switched temporarily to file system based sessions, but the behavior was the same. Every click on a ticket took near 10 seconds. The installation holds a few tickets and there are 3 people using it. While the site builds up I can see that libperl.so takes 80% of the CPU time. Versions: OS: CentOS 5 Apache/2.2.3 MySQL 5.0.22 Perl 5.8.8 RT: 3.6.6 (problem existed in 3.6.5 too) SELinux: disabled Could anyone please help me in debugging this problem? Best regards Adalbert -- View this message in context: http://www.nabble.com/Every-click-on-a-ticket-takes-10-seconds-tp15200974p15200974.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alvaro.munoz at hp.com Fri Feb 8 09:25:57 2008 From: alvaro.munoz at hp.com (Munoz, Alvaro) Date: Fri, 8 Feb 2008 14:25:57 +0000 Subject: [rt-users] COndition on customfield change References: <47AC5EA9.4070502@osp-dd.de> Message-ID: Hi Benjamin, I looked at the wiki and the list before posting, but the problem is that newValue and oldValue attributes are not set in the transaction. +-------+------------+----------+-----------+-------------+-------+----------+----------+----------------------------+--------------+--------------+------+---------+---------------------+ | id | ObjectType | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created | +-------+------------+----------+-----------+-------------+-------+----------+----------+----------------------------+--------------+--------------+------+---------+---------------------+ | 25207 | RT::Ticket | 188 | 0 | CustomField | 323 | NULL | NULL | RT::ObjectCustomFieldValue | NULL | 6992 | NULL | 12 | 2008-02-08 15:05:39 | +-------+------------+----------+-----------+-------------+-------+----------+----------+----------------------------+--------------+--------------+------+---------+---------------------+ There should be a way to get those values within the scrip. How does ticket history transaction get those values to print? # Vie. Feb. 08 16:46:20 2008 root - Valor de "Fase" ha cambiado de 'primera' a 'segunda' Thanks again, Alvaro Mu?oz S?nchez Technical Consultant Hewlett Packard Consulting & Integration Phone: 628 13 01 36 E-Mail: alvaro.munoz at hp.com P Antes de imprimir piensa en el medio ambiente -----Original Message----- From: Benjamin Weser [mailto:weser at osp-dd.de] Sent: viernes, 08 de febrero de 2008 14:53 To: Munoz, Alvaro Cc: RT Users Subject: Re: [rt-users] COndition on customfield change Alvara, have a look at http://wiki.bestpractical.com/view/Contributions, there are several examples how to read and manipulate the values of CFs via scrips. First you have to look if the transaction was caused by a CF, something like this: unless ( ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == 6 ) || $self->TransactionObj->Type eq "Create" ) { return 0; } Hint: The "6" equals the id of the CF. Then you can test for OldValue and NewValue. Have a look at the examples mentioned above. Best, Ben Munoz, Alvaro schrieb: > Hi there, > > Is there any way to match a customfiled value change from one specific > value to another? > > Transactions of type "CustomField" leave NewValue and OldValue to NULL > so I just can know that the field has changed but not the old and new > values. > In the ticket history you can see both values, can i use those values > from a scrip condition? > > Thanks in advance! > > Alvaro > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jfenner at vitamix.com Fri Feb 8 09:38:03 2008 From: jfenner at vitamix.com (Jason Fenner) Date: Fri, 08 Feb 2008 09:38:03 -0500 Subject: [rt-users] How to determine RTFM version? Message-ID: <47AC694B.5080905@vitamix.com> I have a quick question that I hope someone can assist me with. We have been using RTFM with our RT installation for quite some time. Recently, I went to check what version of RTFM we were running. I can't seem to be able to determine what version is currently installed and running. Can anyone point me in the direction of where I could look to find the version number of the installed and running version? Thank you for any tips in advance. -- Jason aka: axelilly From elacour at easter-eggs.com Fri Feb 8 09:55:16 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 8 Feb 2008 15:55:16 +0100 Subject: [rt-users] How to determine RTFM version? In-Reply-To: <47AC694B.5080905@vitamix.com> References: <47AC694B.5080905@vitamix.com> Message-ID: <20080208145516.GD11588@easter-eggs.com> On Fri, Feb 08, 2008 at 09:38:03AM -0500, Jason Fenner wrote: > I have a quick question that I hope someone can assist me with. > We have been using RTFM with our RT installation for quite some time. > Recently, I went to check > what version of RTFM we were running. I can't seem to be able to > determine what version is currently > installed and running. Can anyone point me in the direction of where I > could look to find the version number of the > installed and running version? > local/lib/RT/FM.pm: our $VERSION = '2.2.1'; From todd at chaka.net Fri Feb 8 09:55:45 2008 From: todd at chaka.net (Todd Chapman) Date: Fri, 8 Feb 2008 09:55:45 -0500 Subject: [rt-users] Custom Field size In-Reply-To: <47AB8D55.4010707@lbl.gov> References: <47AB6EBA.3080908@lbl.gov> <519782dc0802071257pd46aa27g62ed4b39cfbe99ea@mail.gmail.com> <47AB7723.2020504@lbl.gov> <519782dc0802071406u6b9be95nec78711bf889da3c@mail.gmail.com> <47AB8D55.4010707@lbl.gov> Message-ID: <519782dc0802080655h46de2997r9f4cd145024f9c7@mail.gmail.com> Kenneth, The callback is a building block for changing that behavior of any CF you want. Then you drop components into /opt/rt3/local/html/Elements/CustomFields/ to actually change specific CFs. So in your case you create a file called EditCF_my_cf_name. The contents should be: <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols => 40 &> All this does is pass the arguments (%ARGS) that RT would normally use to render your text area CF and overrides the Rows and Cols settings. It uses EditCustomFieldText which is what RT would normally use, but now you have specific control of the number of rows and columns for that custom field. It does not allow you to control the size of all custom fields at once. If you want to do that you can use CSS. -Todd On 2/7/08, Kenneth Crocker wrote: > > Todd, > > Some of it, yes. I know how to create the directories/files, but I > still don't see how that will make the box for the CF entry bigger. > > > Kenn > LBNL > > On 2/7/2008 2:06 PM, Todd Chapman wrote: > > Kenneth, > > > > Yes, include the <%INIT> line. > > > > You have to make the directory /opt/rt3/local/html/Callbacks > > /my_company/Elements/EditCustomField/ and create the file > EditComponentName. > > > > Then create the directory /opt/rt3/local/html/Elements > > /CustomFields/. > > > > Now for every CF you want to modify the display of you create a file in > > that directory. For edit mode you create the file > > EditCF_my_cf_name. That is, "EditCF" + your CF name with all > > non-alphanumeric characters replaces with underscores. > > > > In the example I gave you just end up calling the same component RT > > would have normally called, but override the Rows and Cols options. > > > > Does that make sense? > > > > -Todd > > > > > > On 2/7/08, *Kenneth Crocker* > > wrote: > > > > Todd, > > > > > > That's pretty cool. Any answer as to why the first > > instruction I got > > doesn't work? I more curious than anything else. I'm still REAL new > to > > the UNIX world and perl and more of n Administer at this point. I've > > written some simple scrips but no code that involves callbacks, > > subroutines, etc. My hero once said "a good man always knows his > > limitations". So I'm learning this stuff painfully slow. For > example: > > > > I assume $ cat means you want me to put the code that starts > > with the > > line return .... into > ".../Elements/EditCustomField/EditComponentName". > > Do I include the <%init> line? Also, how will RT know that I want > just > > the one CF to be bigger and what size? What is "<%ARGS>"? Does all > of > > that code go in "/EditCustomField/"? Is that a directory? Is > > "/EditComponentName" a file and does it hold the "" part of > the > > code? > > As you can see, I know very little about any perl code that > > is the > > least bit complicated. If I understood your code better, I'd more > than > > likely use it as my 35 years of coding in 20 other languages taught > me > > that hard-coding and redundant coding is BAD, BAD, BAD. Thanks. > > > > > > Kenn > > LBNL > > > > On 2/7/2008 12:57 PM, Todd Chapman wrote: > > > RT has a callback to change what component is used to > > edit/display a CF. > > > I wrote a callback that made it easy to override the component to > be > > > used for a specific CF. > > > > > > Here is the callback: > > > > > > $ cat > > > > > > /opt/rt3/local/html/Callbacks/my_company/Elements/EditCustomField/EditComponentName > > > > > > <%INIT> > > > return unless $CustomField; > > > > > > if ( $CustomField->FriendlyPattern =~ /\WTime\W/ ) { > > > $$Name = $m->callers(1)->dir_path . > "/CustomFields/TimePicker"; > > > return; > > > } > > > > > > my > > > $Comp = $CustomField->Name; > > > $Comp =~ s/\W/_/g; > > > $Comp = $m->callers(1)->dir_path . "/CustomFields/EditCF_$Comp"; > > > > > > $$Name = $m->comp_exists($Comp.$CustomField->id) ? > > $Comp.$CustomField->id > > > : $m->comp_exists($Comp) ? $Comp > > > : $$Name; > > > > > > <%ARGS> > > > $Name > > > $CustomField => undef > > > $Object => undef > > > > > > > > > With that in place I can just drop a new component in the right > > place to > > > get the desired behavior. Here is one what does what you want: > > > > > > $ cat > > /opt/rt3/local/html/Elements/CustomFields/EditCF_Change_Description > > > > > > <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols => 40 > &> > > > > > > > > > This is handy for all sorts of things. > > > > > > -Todd > > > > > > On 2/7/08, *Kenneth Crocker* > > > > >> wrote: > > > > > > To all, > > > > > > > > > My turn!!! Awhile back, I asked about how to > > increase the > > > size of a > > > custom Field I defined as "Fill in one text area". It all > > works fine, > > > but the size is like really, really, really small. I wanted > > to make the > > > box (where the user would type his stuff) much bigger. I was > > told to > > > change the size of "RT::MessageBoxWidth. I did. I made it > > > "Set($MessageBoxWidth , 180);" and when I bounced RT, the box > > doesn't > > > look any different. I created a ticket and when I typed info > > in the > > > field, same small box and look. Sooooooo, does anyone have a > > solution to > > > that one? I would greatly appreciate it. Thanks. > > > > > > > > > Kenn > > > LBNL > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > sales at bestpractical.com>> > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From weser at osp-dd.de Fri Feb 8 09:55:22 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 08 Feb 2008 15:55:22 +0100 Subject: [rt-users] COndition on customfield change In-Reply-To: References: <47AC5EA9.4070502@osp-dd.de> Message-ID: <47AC6D5A.9050106@osp-dd.de> Alvaro, seems the changes of custom fields are not in table Transactions at NewValue and OldValue but linked from OldReference and NewReference. Nevertheless you can read the values by first checking if the transaction was caused by the special CF like I mentioned before and then you can read old and new value using the TransactionObj like this: $self->TransactionObj->OldValue and $self->TransactionObj->NewValue. I have to admit, I don't know how it works internally but I never really cared because it works for me this way. ;) Give it a try. Munoz, Alvaro wrote: > Hi Benjamin, > > I looked at the wiki and the list before posting, but the problem is that newValue and oldValue attributes are not set in the transaction. > > +-------+------------+----------+-----------+-------------+-------+----------+----------+----------------------------+--------------+--------------+------+---------+---------------------+ > | id | ObjectType | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created | > +-------+------------+----------+-----------+-------------+-------+----------+----------+----------------------------+--------------+--------------+------+---------+---------------------+ > | 25207 | RT::Ticket | 188 | 0 | CustomField | 323 | NULL | NULL | RT::ObjectCustomFieldValue | NULL | 6992 | NULL | 12 | 2008-02-08 15:05:39 | > +-------+------------+----------+-----------+-------------+-------+----------+----------+----------------------------+--------------+--------------+------+---------+---------------------+ > > There should be a way to get those values within the scrip. How does ticket history transaction get those values to print? > > # Vie. Feb. 08 16:46:20 2008 root - Valor de "Fase" ha cambiado de 'primera' a 'segunda' > > Thanks again, > > Alvaro Mu?oz S?nchez > Technical Consultant > Hewlett Packard Consulting & Integration > Phone: 628 13 01 36 > E-Mail: alvaro.munoz at hp.com > P Antes de imprimir piensa en el medio ambiente > > -----Original Message----- > From: Benjamin Weser [mailto:weser at osp-dd.de] > Sent: viernes, 08 de febrero de 2008 14:53 > To: Munoz, Alvaro > Cc: RT Users > Subject: Re: [rt-users] COndition on customfield change > > Alvara, > > have a look at http://wiki.bestpractical.com/view/Contributions, there are several examples how to read and manipulate the values of CFs via scrips. > First you have to look if the transaction was caused by a CF, something like this: > > unless ( > ( $self->TransactionObj->Type eq "CustomField" > && $self->TransactionObj->Field == 6 ) || $self->TransactionObj->Type eq "Create" > ) { > return 0; > } > > Hint: The "6" equals the id of the CF. > > Then you can test for OldValue and NewValue. Have a look at the examples mentioned above. > > Best, > Ben > > > Munoz, Alvaro schrieb: > >> Hi there, >> >> Is there any way to match a customfiled value change from one specific >> value to another? >> >> Transactions of type "CustomField" leave NewValue and OldValue to NULL >> so I just can know that the field has changed but not the old and new >> values. >> In the ticket history you can see both values, can i use those values >> from a scrip condition? >> >> Thanks in advance! >> >> Alvaro >> >> ---------------------------------------------------------------------- >> -- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From weser at osp-dd.de Fri Feb 8 09:59:03 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 08 Feb 2008 15:59:03 +0100 Subject: [rt-users] How to determine RTFM version? In-Reply-To: <47AC694B.5080905@vitamix.com> References: <47AC694B.5080905@vitamix.com> Message-ID: <47AC6E37.7070803@osp-dd.de> Have a look at Configuration->Tools->System Configuration At "Loaded perl modules" should be an entry like RT::FM v2.2.1; Jason Fenner wrote: > I have a quick question that I hope someone can assist me with. > We have been using RTFM with our RT installation for quite some time. > Recently, I went to check > what version of RTFM we were running. I can't seem to be able to > determine what version is currently > installed and running. Can anyone point me in the direction of where I > could look to find the version number of the > installed and running version? > > Thank you for any tips in advance. > > From Candelario at zoominfo.com Fri Feb 8 10:50:42 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Fri, 8 Feb 2008 10:50:42 -0500 Subject: [rt-users] Tasks In-Reply-To: <20080207214543.GA30915@easter-eggs.com> Message-ID: Hi Emmanuel, I tried that and it didn't work. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Thursday, February 07, 2008 4:46 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Tasks On Thu, Feb 07, 2008 at 04:24:49PM -0500, Candelario, Bill wrote: > Hi, > > Is there a way to create Queue called "Tasks" and when creating a task > and assigning it to an owner, that it actually emails the owner of the > ticket. I tried using the "OnCreate..NotifyOwner" scrip but it didn't > work. Any suggestions? > > I'm using version 3.6.4 > Of course you can do this. But you said you wan't an email out when you assign tickets, so your condition should be "On owner change", and your action "Email owner". You have to write the condition yourself as it doesn't exists in RT. See conditions example on http://wiki.bestpractical.com/view/Contributions. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Candelario at zoominfo.com Fri Feb 8 10:53:19 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Fri, 8 Feb 2008 10:53:19 -0500 Subject: [rt-users] Tasks In-Reply-To: <47AB8E5A.1000903@lbl.gov> Message-ID: I'm going to try this out. Thanks. -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Thursday, February 07, 2008 6:04 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Tasks Bill, Keep in mind, that a "notify .." will not send anything to "whomever" if "whomever" is the person making the change. As to a scrip to notify of owner change, I use the following scrip/template code: # Scrip code # check transaction as an owner change; no spam for "nobody" # my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 'Owner'; return 1 unless $trans->OldValue == $RT::Nobody->Id; # Template code To:{ my $Old_Owner; $Old_Owner = RT::User->new($RT::System); $Old_Owner->Load( $Transaction->OldValue ); $Old_Owner->EmailAddress(); } Subject: Request Titled: "{$Ticket->Subject}" has a new owner! ------------------------------------------------------------------------ ----- TICKET INFORMATION: Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : {$Ticket->id} Ticket Subject: {$Ticket->Subject} Ticket Description: { return $Ticket->FirstCustomFieldValue('Description'); } Ticket Priority is: {$Ticket->Priority} Ticket Created by: {$Ticket->CreatorObj->Name} Ticket Now Owned by: {$Ticket->OwnerObj->Name} I hope this helps. Kenn LBNL On 2/7/2008 1:24 PM, Candelario, Bill wrote: > Hi, > > Is there a way to create Queue called "Tasks" and when creating a task > and assigning it to an owner, that it actually emails the owner of the > ticket. I tried using the "OnCreate..NotifyOwner" scrip but it didn't > work. Any suggestions? > > I'm using version 3.6.4 > > Thanks, > Bill > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Candelario at zoominfo.com Fri Feb 8 10:55:44 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Fri, 8 Feb 2008 10:55:44 -0500 Subject: [rt-users] Tasks In-Reply-To: <589c94400802071850o24248871nad0bd9e30e4d7e8b@mail.gmail.com> Message-ID: Thanks for the tip. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, February 07, 2008 9:51 PM To: Kenneth Crocker Cc: Candelario, Bill; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Tasks Bill, Kenneth's example is cool and works, however it notifies old owner when people change owner except when old owner is nobody. To notify new owner you should read http://wiki.bestpractical.com/view/NotifyOwner . On Feb 8, 2008 2:03 AM, Kenneth Crocker wrote: > Bill, > > > Keep in mind, that a "notify .." will not send anything to "whomever" > if "whomever" is the person making the change. As to a scrip to notify > of owner change, I use the following scrip/template code: > > # Scrip code > > # check transaction as an owner change; no spam for "nobody" > # > my $trans = $self->TransactionObj; > > return 0 unless $trans->Field eq 'Owner'; return 1 unless > $trans->OldValue == $RT::Nobody->Id; > > # Template code > > To:{ > my $Old_Owner; > $Old_Owner = RT::User->new($RT::System); > $Old_Owner->Load( $Transaction->OldValue ); > $Old_Owner->EmailAddress(); > } > Subject: Request Titled: "{$Ticket->Subject}" has a new owner! > > ---------------------------------------------------------------------- > ------- > TICKET INFORMATION: > Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : > {$Ticket->id} Ticket Subject: {$Ticket->Subject} Ticket Description: > { > return $Ticket->FirstCustomFieldValue('Description'); > } > Ticket Priority is: {$Ticket->Priority} > Ticket Created by: {$Ticket->CreatorObj->Name} > Ticket Now Owned by: {$Ticket->OwnerObj->Name} > > > I hope this helps. > > Kenn > LBNL > > > On 2/7/2008 1:24 PM, Candelario, Bill wrote: > > Hi, > > > > Is there a way to create Queue called "Tasks" and when creating a > > task and assigning it to an owner, that it actually emails the owner > > of the ticket. I tried using the "OnCreate..NotifyOwner" scrip but > > it didn't work. Any suggestions? > > > > I'm using version 3.6.4 > > > > Thanks, > > Bill > > > > > > -------------------------------------------------------------------- > > ---- > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From todd at chaka.net Fri Feb 8 10:56:16 2008 From: todd at chaka.net (Todd Chapman) Date: Fri, 8 Feb 2008 10:56:16 -0500 Subject: [rt-users] AdminCcs can reply even without ReplyToTicket right? In-Reply-To: <1202436543.16526.99.camel@localhost.localdomain> References: <1202427913.16526.93.camel@localhost.localdomain> <589c94400802071606pc6efd0aob2a854d33befdb20@mail.gmail.com> <1202436543.16526.99.camel@localhost.localdomain> Message-ID: <519782dc0802080756u7cf6c67ft500ae887fba974d8@mail.gmail.com> My RightsMatrix RT extension will tell you exactly how an individual got a right. http://search.cpan.org/author/HTCHAPMAN/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm On 2/7/08, Ole Craig wrote: > > > On Fri, 2008-02-08 at 03:06 +0300, Ruslan Zakirov wrote: > > On Feb 8, 2008 2:45 AM, Ole Craig wrote: > > > (RT 3.6.0) > > > > > > Do AdminCC users automatically get the ability to correspond with > > the > > > Requestor, even when the ReplyToTicket right is de-selected for the > > > role? If so, why is it selectable at all? > > No, they don't get unless they have this right via other roles or > > directly via group membership. I don't remember any bug fix that can > > be close to the problem you're describing, but 3.6.0 had been released > > on Jun 15 2006. It's very-very old. > > Yup. It's been in production since then, and I've been busy building a > support team and haven't had time to upgrade. I have a window scheduled > for early March. > > Glad to hear that the right does control; obviously I've missed an > inheritance somewhere. I'll go looking, thanks. > > -- > /Ole Craig > Security Engineer > Team lead, customer support > > ocraig at stillsecure.com > 303-381-3802 main support line > 303-381-3824 my voicemail > 303-381-3880 fax > > www.stillsecure.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Feb 8 11:00:09 2008 From: todd at chaka.net (Todd Chapman) Date: Fri, 8 Feb 2008 11:00:09 -0500 Subject: [rt-users] Scripts to create a queue,groups and users In-Reply-To: <47AAD1BB.7000609@desy.de> References: <6.2.3.4.2.20080128141817.03d55410@po14.mit.edu> <47AAD1BB.7000609@desy.de> Message-ID: <519782dc0802080800s48a73e9w93b4a77e31657285@mail.gmail.com> I would suggest reading Learning Perl. You have a lot of unnecessary code. You should not be using private methods ($Groupy->_Create). On 2/7/08, Krieg, Alexander wrote: > Hi, > > i wrote 2 scripts and it would be nice, if somebody could have a look on > the code to see bugs or improvements. > The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets > predefined rights for this groups. > The second script 'addUserToGroup.pm' creates new users which are > described in a separate file and add them to existing groups. > Soon we might get a bigger amount of new users on our rt system and > therefore we need this scripts to create in a quick way the new objects. > Here the scripts: > www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm > > > Best regards > Alexander > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gleduc at mail.sdsu.edu Fri Feb 8 11:10:17 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 08 Feb 2008 08:10:17 -0800 Subject: [rt-users] Hours Worked In-Reply-To: References: Message-ID: <6.2.1.2.2.20080208080103.028c47a0@mail.sdsu.edu> I wrote a mod to the Business::Hours package that lets you subtract one date from another. It's on the wiki as part of something else I posted, but since I don't remember where I'll post it below. It works just like the add_seconds() method, but it subtracts instead. You can either append it to the end of your program or (I think) put it into your RT config file. ########## start of code ### Need to add this to Business::Hours so I can count backwards from due date { package Business::Hours; sub sub_seconds { ### This method is hacked version of add_seconds(), written by Gene LeDuc my $self = shift; my $start = shift; my $seconds = shift; # the maximum time after which we stop searching for business hours my $MAXTIME = (30 * 24 * 60 * 60); # 30 days my $first; my $period = (24 * 60 * 60); my $begin = $start - $period; my $hours = new Set::IntSpan; while ($hours->empty or $self->between($hours->first, $start) <= $seconds) { if ($begin <= $start - $MAXTIME) { return -1; if ($begin <= $start - $MAXTIME) { return -1; } $hours = $self->for_timespan(Start => $begin, End => $start); $begin -= $period; } my @elements = reverse elements $hours; $first = $elements[$seconds]; return $first; } 1; #this line is important and will help the module return a true value } ############## end of code Regards, Gene At 10:37 PM 2/7/2008, Chaitanya Veludandi wrote: >Hi, > >Is there a way to calculate Hours Worked (using Business Hours) based on >the difference betwee Resolved Time and Created Time and then move it to a >custom Field? > >Regards, > >Chaitanya >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From jsmoriss at mvlan.net Fri Feb 8 13:04:33 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Fri, 8 Feb 2008 18:04:33 +0000 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <47AB5534.9040405@lbl.gov> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <47AB5534.9040405@lbl.gov> Message-ID: <20080208180433.GC25458@zaphod.mvlan.net> On Thu, Feb 07, 2008 at 11:00:04AM -0800, Kenneth Crocker wrote: > Jean-Sebastien, > > > It looks better, that's for sure. Let me show what I have, with an > explanation for why, and you can take it from there, Obviously, every > installation will have it's different infrastructure needs, but on the > whole, what I'm doing and (more importantly) WHY will provide more > instruction and understanding of how these rights work. I'm absolutely > sure that anyone who has used RT with more than 10 queues (especially > for technical support) for more than a couple years would be able to > show you the same stuff as I'm about to. Here we go: Kenneth, OMG, that's was an amazing reply! Thanks! I implemented just about everything, but had to give Everyone access to create tickets. I hadn't thought of seperating queue owners into regular and admin - it makes perfect sense. It also off-loads the tedious maintenance tasks from myself and the unix guys. :-) I have everything working very nicely, thanks to your help. Now I'm tackling approvals. :-) Thanks again, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jsmoriss at mvlan.net Fri Feb 8 13:12:10 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Fri, 8 Feb 2008 18:12:10 +0000 Subject: [rt-users] Why Resolve + Comment? Message-ID: <20080208181210.GE25458@zaphod.mvlan.net> Hi everyone, I have a small problem with my users... One of them will take ownership of the ticket, work the problem, choose 'Resolve' and write what they did in the text box. This means the requestor doesn't see the summary of work done because it's a comment and not a reply. Is there a reason Resolve defaults to a Comment, and is there a way to change the default to Reply? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From flippedootninja at gmail.com Fri Feb 8 13:18:50 2008 From: flippedootninja at gmail.com (aeternaleto) Date: Fri, 8 Feb 2008 10:18:50 -0800 (PST) Subject: [rt-users] Log in Issues. Message-ID: <15361064.post@talk.nabble.com> I am have some difficulties staying logged in as root with Rt Tracker. I have tried googling my problem but can't seem to find a resolution. I am running Gentoo and my browser (Firefox) has been set to accept all cookies My Apache conf is below: ServerName etcetc DocumentRoot /var/www/rttracker ServerAdmin support at gsc.cc AddDefaultCharset UTF-8 UserDir disabled PerlModule Apache::DBI PerlRequire SetHandler perl-script PerlHandler RT::Mason PerlSetEnv PERL5LIB /usr/lib Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all and my Rt_siteconfig.pm is below: Any help on this would be greatly appreciated. -- View this message in context: http://www.nabble.com/Log-in-Issues.-tp15361064p15361064.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From KFCrocker at lbl.gov Fri Feb 8 13:21:03 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 08 Feb 2008 10:21:03 -0800 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <20080208180433.GC25458@zaphod.mvlan.net> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <47AB5534.9040405@lbl.gov> <20080208180433.GC25458@zaphod.mvlan.net> Message-ID: <47AC9D8F.1060305@lbl.gov> Jean-Sebastien, Jesse just started up a Library of documentation on ../rt-docs. I have a complete RT Queue Admin guide there. Kenn LBNL On 2/8/2008 10:04 AM, Jean-Sebastien Morisset wrote: > On Thu, Feb 07, 2008 at 11:00:04AM -0800, Kenneth Crocker wrote: >> Jean-Sebastien, >> >> >> It looks better, that's for sure. Let me show what I have, with an >> explanation for why, and you can take it from there, Obviously, every >> installation will have it's different infrastructure needs, but on the >> whole, what I'm doing and (more importantly) WHY will provide more >> instruction and understanding of how these rights work. I'm absolutely >> sure that anyone who has used RT with more than 10 queues (especially >> for technical support) for more than a couple years would be able to >> show you the same stuff as I'm about to. Here we go: > > Kenneth, > > OMG, that's was an amazing reply! Thanks! I implemented just about > everything, but had to give Everyone access to create tickets. I hadn't > thought of seperating queue owners into regular and admin - it makes > perfect sense. It also off-loads the tedious maintenance tasks from > myself and the unix guys. :-) > > I have everything working very nicely, thanks to your help. Now I'm > tackling approvals. :-) > > Thanks again, > js. From gevans at hcc.net Fri Feb 8 13:26:46 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 8 Feb 2008 10:26:46 -0800 Subject: [rt-users] Hours Worked In-Reply-To: <47AC1195.1070404@jennic.com> References: <47AC1195.1070404@jennic.com> Message-ID: <003701c86a80$2b700960$1200a8c0@hcc.local> Hello, I am trying to work on this time worked issue myself and have been trying the following: Condition: On Transaction Action: user defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: Custom action preparation code: 1; Custom action cleanup code: $ticket_Worked = ($self->TicketObj->Updated - $self->TicketObj->Created); if ($self->TicketObj->Type eq "Correspond" || $self->TicketObj->Type eq "Comment") { $self->TicketObj->SetTimeWorked ($ticket_Worked); } else { return 0; } Can someone tell me if that looks even remotely correct? I know that Mike has said that we might need to convert times to Unix time and then back again, and I haven't tried that yet, but I also have not even got to see any kind of data go into that field. I was thinking that I might be able to put whatever is returned into a comment or something as well to see if that would work, so I changed the $self->TicketObj->SetTimeWorked to $self->TicketObj->setContent, but I also had nothing returned that I could see. Not really sure where to go from there, hoping that someone has some insight for me (or even a small clue) Greg Evans > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Mike Peachey > Sent: Friday, February 08, 2008 12:24 AM > To: Chaitanya Veludandi; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Hours Worked > > Chaitanya Veludandi wrote: > > Hi, > > > > Is there a way to calculate Hours Worked (using Business > Hours) based on > > the difference betwee Resolved Time and Created Time and > then move it to > > a custom Field? > > > Posted to this list less than 24 hours ago: > [snip] From KFCrocker at lbl.gov Fri Feb 8 13:32:09 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 08 Feb 2008 10:32:09 -0800 Subject: [rt-users] Custom Field size In-Reply-To: <519782dc0802080655h46de2997r9f4cd145024f9c7@mail.gmail.com> References: <47AB6EBA.3080908@lbl.gov> <519782dc0802071257pd46aa27g62ed4b39cfbe99ea@mail.gmail.com> <47AB7723.2020504@lbl.gov> <519782dc0802071406u6b9be95nec78711bf889da3c@mail.gmail.com> <47AB8D55.4010707@lbl.gov> <519782dc0802080655h46de2997r9f4cd145024f9c7@mail.gmail.com> Message-ID: <47ACA029.2020804@lbl.gov> Todd, AAAHHH! Methinks I understand. I'll try it and play with it now that I "SEE" what you're saying. Thanks. Kenn LBNL On 2/8/2008 6:55 AM, Todd Chapman wrote: > Kenneth, > > The callback is a building block for changing that behavior of any CF > you want. > > Then you drop components into /opt/rt3/local/html/Elements/CustomFields/ > to actually change specific CFs. > > So in your case you create a file called EditCF_my_cf_name. The contents > should be: > > <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols => 40 &> > > All this does is pass the arguments (%ARGS) that RT would normally use > to render your text area CF and overrides the Rows and Cols settings. It > uses EditCustomFieldText which is what RT would normally use, but now > you have specific control of the number of rows and columns for that > custom field. It does not allow you to control the size of all custom > fields at once. If you want to do that you can use CSS. > > -Todd > > On 2/7/08, *Kenneth Crocker* > wrote: > > Todd, > > Some of it, yes. I know how to create the directories/files, > but I > still don't see how that will make the box for the CF entry bigger. > > > Kenn > LBNL > > On 2/7/2008 2:06 PM, Todd Chapman wrote: > > Kenneth, > > > > Yes, include the <%INIT> line. > > > > You have to make the directory /opt/rt3/local/html/Callbacks > > /my_company/Elements/EditCustomField/ and create the file > EditComponentName. > > > > Then create the directory /opt/rt3/local/html/Elements > > /CustomFields/. > > > > Now for every CF you want to modify the display of you create a > file in > > that directory. For edit mode you create the file > > EditCF_my_cf_name. That is, "EditCF" + your CF name with all > > non-alphanumeric characters replaces with underscores. > > > > In the example I gave you just end up calling the same component RT > > would have normally called, but override the Rows and Cols options. > > > > Does that make sense? > > > > -Todd > > > > > > On 2/7/08, *Kenneth Crocker* > > >> wrote: > > > > Todd, > > > > > > That's pretty cool. Any answer as to why the first > > instruction I got > > doesn't work? I more curious than anything else. I'm still > REAL new to > > the UNIX world and perl and more of n Administer at this > point. I've > > written some simple scrips but no code that involves callbacks, > > subroutines, etc. My hero once said "a good man always knows his > > limitations". So I'm learning this stuff painfully slow. For > example: > > > > I assume $ cat means you want me to put the code that > starts > > with the > > line return .... into > ".../Elements/EditCustomField/EditComponentName". > > Do I include the <%init> line? Also, how will RT know that I > want just > > the one CF to be bigger and what size? What is "<%ARGS>"? > Does all of > > that code go in "/EditCustomField/"? Is that a directory? Is > > "/EditComponentName" a file and does it hold the "" > part of the > > code? > > As you can see, I know very little about any perl > code that > > is the > > least bit complicated. If I understood your code better, I'd > more than > > likely use it as my 35 years of coding in 20 other languages > taught me > > that hard-coding and redundant coding is BAD, BAD, BAD. Thanks. > > > > > > Kenn > > LBNL > > > > On 2/7/2008 12:57 PM, Todd Chapman wrote: > > > RT has a callback to change what component is used to > > edit/display a CF. > > > I wrote a callback that made it easy to override the > component to be > > > used for a specific CF. > > > > > > Here is the callback: > > > > > > $ cat > > > > > > /opt/rt3/local/html/Callbacks/my_company/Elements/EditCustomField/EditComponentName > > > > > > <%INIT> > > > return unless $CustomField; > > > > > > if ( $CustomField->FriendlyPattern =~ /\WTime\W/ ) { > > > $$Name = $m->callers(1)->dir_path . > "/CustomFields/TimePicker"; > > > return; > > > } > > > > > > my > > > $Comp = $CustomField->Name; > > > $Comp =~ s/\W/_/g; > > > $Comp = $m->callers(1)->dir_path . > "/CustomFields/EditCF_$Comp"; > > > > > > $$Name = $m->comp_exists($Comp.$CustomField->id) ? > > $Comp.$CustomField->id > > > : $m->comp_exists($Comp) ? $Comp > > > : $$Name; > > > > > > <%ARGS> > > > $Name > > > $CustomField => undef > > > $Object => undef > > > > > > > > > With that in place I can just drop a new component in the > right > > place to > > > get the desired behavior. Here is one what does what you want: > > > > > > $ cat > > > /opt/rt3/local/html/Elements/CustomFields/EditCF_Change_Description > > > > > > <& /Elements/EditCustomFieldText, %ARGS, Rows => 10, Cols > => 40 &> > > > > > > > > > This is handy for all sorts of things. > > > > > > -Todd > > > > > > On 2/7/08, *Kenneth Crocker* > > > > > > > >>> wrote: > > > > > > To all, > > > > > > > > > My turn!!! Awhile back, I asked about how to > > increase the > > > size of a > > > custom Field I defined as "Fill in one text area". It all > > works fine, > > > but the size is like really, really, really small. I > wanted > > to make the > > > box (where the user would type his stuff) much bigger. > I was > > told to > > > change the size of "RT::MessageBoxWidth. I did. I made it > > > "Set($MessageBoxWidth , 180);" and when I bounced RT, > the box > > doesn't > > > look any different. I created a ticket and when I > typed info > > in the > > > field, same small box and look. Sooooooo, does anyone > have a > > solution to > > > that one? I would greatly appreciate it. Thanks. > > > > > > > > > Kenn > > > LBNL > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > >> > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly > > Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > From jsmoriss at mvlan.net Fri Feb 8 13:45:58 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Fri, 8 Feb 2008 18:45:58 +0000 Subject: [rt-users] Working on Approvals... Message-ID: <20080208184558.GH25458@zaphod.mvlan.net> Hi everyone, I'm working on RT 3.6.6's approvals, and since ticket approvals are the exceptions in our processes, I've decided to use a new status for them called 'approvlreq'. I also inserted a new action in the DB to allow for an On ApprovlReq scrip: On ApprovlReq Create Tickets with template Create Approval Create Approval: ===Create-Ticket: management-approval Subject: Approval for Ticket #{$Tickets{"TOP"}->Id}: {$Tickets{'TOP'}->Subject} Queue: ___Approvals Type: approval AdminCc: { my $groupname = 'Approval'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $groupname ); $groups->First->Id; } DependedOnBy: {$Tickets{"TOP"}->Id} RefersTo: {$Tickets{"TOP"}->Id} CustomField1: {$Tickets{'TOP'}->FirstCustomFieldValue('1')} CustomField5: {$Tickets{'TOP'}->FirstCustomFieldValue('5')} ContentType: text/plain Content: ENDOFCONTENT This is _kinda_ working fine, except that when tickets are changed to the approvlreq status, they don't appear in the queue anymore - until their status is changed back to new/open/etc. How can I have RT show these tickets as active? BTW, my SiteConfig includes: @ActiveStatus = qw(new approvlreq open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; I would have thought this was enough to tell RT that an approvlreq status was an 'active' ticket, and therefore should be show... I'm missing something, obviously. :-) Thanks! js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jsmoriss at mvlan.net Fri Feb 8 13:52:37 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Fri, 8 Feb 2008 18:52:37 +0000 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <47AC9D8F.1060305@lbl.gov> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <47AB5534.9040405@lbl.gov> <20080208180433.GC25458@zaphod.mvlan.net> <47AC9D8F.1060305@lbl.gov> Message-ID: <20080208185237.GJ25458@zaphod.mvlan.net> On Fri, Feb 08, 2008 at 10:21:03AM -0800, Kenneth Crocker wrote: > Jean-Sebastien, > > > Jesse just started up a Library of documentation on ../rt-docs. I > have a complete RT Queue Admin guide there. Thanks Kenneth (and Jesse). Just a little question though... "../rt-docs" is relative to what? :-) js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From matt.higgins at gmail.com Fri Feb 8 14:00:30 2008 From: matt.higgins at gmail.com (Matt Higgins) Date: Fri, 8 Feb 2008 14:00:30 -0500 Subject: [rt-users] Transaction not committed issues Message-ID: <950550040802081100k49a87446h95eafea88d39b8b0@mail.gmail.com> I have recently re-installed RT on a new system (rt-3.6.6) I had a previous install of RT (rt-3.6.2) on another system. I am using the same database but a fresh RT install. I am getting the following error in my apache log and can't create anything in RT. [crit]: Transaction not committed. Usually indicates a software fault.Dataloss may have occurred (/usr/local/rt/lib/RT/Interface/Web/Handler.pm:195) I can browse the interface and login fine. Searching the web gets my all kinds of things so here is a summation of all the thinks I have tired and whats installed on my system. perl v5.8.5 CentOS 4.5 MySQL-devel-community-5.0.45-0.rhel4 MySQL-shared-compat-5.0.45-0.rhel4 MySQL-client-community-5.0.45-0.rhel4 MySQL-server-community-5.0.45-0.rhel4 Apache/2.0.52 DBI-1.601 DBD-mysql-4.006 So I have tried a number of things. I have recompiled DBI and DBD .. also moved back to version 4.001 of the DBD-mysql driver. The database is using innodb tables and the innodb engine is available ? I am not sure what else to try ? If anyone has anything please help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Feb 8 16:27:04 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Feb 2008 16:27:04 -0500 Subject: [rt-users] Transaction not committed issues In-Reply-To: <950550040802081100k49a87446h95eafea88d39b8b0@mail.gmail.com> References: <950550040802081100k49a87446h95eafea88d39b8b0@mail.gmail.com> Message-ID: <20080208212703.GM18727@bestpractical.com> On Fri, Feb 08, 2008 at 02:00:30PM -0500, Matt Higgins wrote: > I have recently re-installed RT on a new system (rt-3.6.6) I had a previous > install of RT (rt-3.6.2) on another system. I am using the same database but > a fresh RT install. I am getting the following error in my apache log and > can't create anything in RT. I'd sort of expect to see something _else_ before that. Anything there? > [crit]: Transaction not committed. Usually indicates a software > fault.Dataloss may have occurred > (/usr/local/rt/lib/RT/Interface/Web/Handler.pm:195) > > I can browse the interface and login fine. > Searching the web gets my all kinds of things so here is a summation of all > the thinks I have tired and whats installed on my system. > > perl v5.8.5 > CentOS 4.5 > MySQL-devel-community-5.0.45-0.rhel4 > MySQL-shared-compat-5.0.45-0.rhel4 > MySQL-client-community-5.0.45-0.rhel4 > MySQL-server-community-5.0.45-0.rhel4 > Apache/2.0.52 > DBI-1.601 > DBD-mysql-4.006 > > So I have tried a number of things. I have recompiled DBI and DBD .. also > moved back to version 4.001 of the DBD-mysql driver. The database is using > innodb tables and the innodb engine is available ? I am not sure what else > to try ? If anyone has anything please help. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From gevans at hcc.net Fri Feb 8 17:09:06 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 8 Feb 2008 14:09:06 -0800 Subject: [rt-users] Scrip question...Getting there slowly...Time Worked Message-ID: <005201c86a9f$3939e920$1200a8c0@hcc.local> As has been mentioned I am working on trying to get a time worked scrip up and running. So far everything is going well except for one thing, I can retrieve dates from the ticket without problem and they come through like: 2008-02-08 21:24:49 This seems like a fine format, but once I have 2 of them, I can't figure out how to calculate the difference. It was suggest that I might need to convert them to unix time and back, but I am not sure how to do that. I see that Time::Local could possibly be used or maybe Date::Manip but my admittedly novice Perl skills don't particularly help me out here. Here is the scrip as it sits, and after using RT::Logger->debug it appears that all I need is to get the date difference calculation to work if ($self->TicketObj->Type eq "Correspond" || $self->TicketObj->Type eq "Comment" || $self->TicketObj->Type eq "ticket") { #This is the part that is not working. my $ticket_Worked = ($self->TicketObj->LastUpdated - $self->TicketObj->Created); #End part that is not working $self->TicketObj->SetTimeWorked($ticket_Worked); } else { return undef; } The other thing that I thought was weird when I looked in my rt.log was that when I would comment on the ticket, the returned result of the if test that I start with was "ticket" which seems strange to me, but what do I know. Maybe someone could explain that to me as well? Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gevans at hcc.net Fri Feb 8 18:57:33 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 8 Feb 2008 15:57:33 -0800 Subject: [rt-users] Scrip question...Getting there slowly...Time Worked In-Reply-To: <005201c86a9f$3939e920$1200a8c0@hcc.local> References: <005201c86a9f$3939e920$1200a8c0@hcc.local> Message-ID: <006301c86aae$617f5e10$1200a8c0@hcc.local> following up on my own post to the list...The following code is *mostly* working but there is a GLARING ERROR that makes it unusable Please NOTE THE ABOVE because if you use it as is, it will require a restart of httpd each time you try to update a ticket. #code begin if ($self->TicketObj->Type eq "Correspond" || $self->TicketObj->Type eq "Comment" || $self->TicketObj->Type eq "ticket") # Why it has to be "ticket" to work I don't understand yet { # Saw something similar somewhere that I was looking at RT stuff. # Looked like it may work, it does. my $date_update=$self->TicketObj->LastUpdatedObj->Unix; my $date_create=$self->TicketObj->CreatedObj->Unix; my $ticket_check = $self->TicketObj->TimeWorked; #tells us the current value of TimeWorked my $ticket_Worked = (($date_update - $date_create)/60); #time in minutes #this was the problem before and seems to be the problem again!!! $self->TicketObj->SetTimeWorked($ticket_Worked); return 1; } else { return undef; } Here is what happens when I run it as is just a quick copy/paste job of the ticket: Fri Feb 08 15:39:22 2008 gevans - Comments added [Reply] [Comment] Download (untitled) [text/plain 1.2k] On Fri Feb 08 15:37:16 2008, gevans wrote: [snipped] # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) to '19.1' # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '19' to '' # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) to '21.2166666666667' # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '21' to '' # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) to '21.2166666666667' # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '21' to '' # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) to '21.2166666666667' # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '21' to '' ... ... # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked changed from (no value) to '24.4833333333333' # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked changed from '24' to '' # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked changed from (no value) to '24.4833333333333' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) to '24.4833333333333' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) to '24.5' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) to '24.5' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) to '24.5' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) to '24.5' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) to '24.5' It will continue adding time until you kill httpd. This has got to be something simple that I am missing. At least I think so... Ideas? Thanks, Greg Evans ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans Sent: Friday, February 08, 2008 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scrip question...Getting there slowly...Time Worked As has been mentioned I am working on trying to get a time worked scrip up and running. So far everything is going well except for one thing, I can retrieve dates from the ticket without problem and they come through like: 2008-02-08 21:24:49 This seems like a fine format, but once I have 2 of them, I can't figure out how to calculate the difference. It was suggest that I might need to convert them to unix time and back, but I am not sure how to do that. I see that Time::Local could possibly be used or maybe Date::Manip but my admittedly novice Perl skills don't particularly help me out here. Here is the scrip as it sits, and after using RT::Logger->debug it appears that all I need is to get the date difference calculation to work if ($self->TicketObj->Type eq "Correspond" || $self->TicketObj->Type eq "Comment" || $self->TicketObj->Type eq "ticket") { #This is the part that is not working. my $ticket_Worked = ($self->TicketObj->LastUpdated - $self->TicketObj->Created); #End part that is not working $self->TicketObj->SetTimeWorked($ticket_Worked); } else { return undef; } The other thing that I thought was weird when I looked in my rt.log was that when I would comment on the ticket, the returned result of the if test that I start with was "ticket" which seems strange to me, but what do I know. Maybe someone could explain that to me as well? Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 From ruz at bestpractical.com Fri Feb 8 19:10:16 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 9 Feb 2008 03:10:16 +0300 Subject: [rt-users] Scrip question...Getting there slowly...Time Worked In-Reply-To: <006301c86aae$617f5e10$1200a8c0@hcc.local> References: <005201c86a9f$3939e920$1200a8c0@hcc.local> <006301c86aae$617f5e10$1200a8c0@hcc.local> Message-ID: <589c94400802081610rfff2170s78a4ab4ee2050765@mail.gmail.com> On Feb 9, 2008 2:57 AM, Greg Evans wrote: > following up on my own post to the list...The following code is *mostly* > working but there is a GLARING ERROR that makes it unusable > > Please NOTE THE ABOVE because if you use it as is, it will require a restart > of httpd each time you try to update a ticket. > > #code begin > if ($self->TicketObj->Type eq "Correspond" || $self->TicketObj->Type eq > "Comment" || $self->TicketObj->Type eq "ticket") This is wrong. you're mixing transactions' types and tickets' Ticket's type almost always is 'ticket', so this if condition is true all the time. What condition are you using for this scrip? > # Why it has to be "ticket" to work I don't understand yet > { > > # Saw something similar somewhere that I was looking at RT stuff. > # Looked like it may work, it does. > > my $date_update=$self->TicketObj->LastUpdatedObj->Unix; > my $date_create=$self->TicketObj->CreatedObj->Unix; > > my $ticket_check = $self->TicketObj->TimeWorked; #tells us the current value > of TimeWorked > my $ticket_Worked = (($date_update - $date_create)/60); #time in minutes > > #this was the problem before and seems to be the problem again!!! > $self->TicketObj->SetTimeWorked($ticket_Worked); > return 1; > > } else { > return undef; > } > > > Here is what happens when I run it as is just a quick copy/paste job of the > ticket: > > Fri Feb 08 15:39:22 2008 gevans - Comments added [Reply] [Comment] > Download (untitled) [text/plain 1.2k] On Fri Feb 08 15:37:16 2008, gevans > wrote: > [snipped] > > > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) > to '19.1' > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '19' to '' > > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) > to '21.2166666666667' > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '21' to '' > > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) > to '21.2166666666667' > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '21' to '' > > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from (no value) > to '21.2166666666667' > # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked changed from '21' to '' > > ... > ... > # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked changed from (no value) > to '24.4833333333333' > # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked changed from '24' to '' > > # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked changed from (no value) > to '24.4833333333333' > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' > > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) > to '24.4833333333333' > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' > > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) > to '24.5' > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' > > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) > to '24.5' > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' > > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) > to '24.5' > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' > > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) > to '24.5' > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from '24' to '' > > # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked changed from (no value) > to '24.5' > > It will continue adding time until you kill httpd. This has got to be > something simple that I am missing. At least I think so... Ideas? > > Thanks, > > Greg Evans > > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans > Sent: Friday, February 08, 2008 2:09 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Scrip question...Getting there slowly...Time > Worked > > > > As has been mentioned I am working on trying to get a time worked > scrip up and running. So far everything is going well except for one thing, > I can retrieve dates from the ticket without problem and they come through > like: > > 2008-02-08 21:24:49 > > This seems like a fine format, but once I have 2 of them, I can't > figure out how to calculate the difference. It was suggest that I might need > to convert them to unix time and back, but I am not sure how to do that. I > see that Time::Local could possibly be used or maybe Date::Manip but my > admittedly novice Perl skills don't particularly help me out here. > > Here is the scrip as it sits, and after using RT::Logger->debug it > appears that all I need is to get the date difference calculation to work > > if ($self->TicketObj->Type eq "Correspond" || $self->TicketObj->Type > eq "Comment" || $self->TicketObj->Type eq "ticket") > { > > #This is the part that is not working. > my $ticket_Worked = ($self->TicketObj->LastUpdated - > $self->TicketObj->Created); > #End part that is not working > > $self->TicketObj->SetTimeWorked($ticket_Worked); > } else { > return undef; > } > > > The other thing that I thought was weird when I looked in my rt.log > was that when I would comment on the ticket, the returned result of the if > test that I start with was "ticket" which seems strange to me, but what do I > know. Maybe someone could explain that to me as well? > > Greg Evans > Internet Support > Hood Canal Communications > (360) 898-2481 ext.212 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From Roy.Sowa at rcmp-grc.gc.ca Fri Feb 8 22:51:17 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Fri, 08 Feb 2008 22:51:17 -0500 Subject: [rt-users] Custom date field search Message-ID: <47ACDCE5020000AE0000623A@ACPIC-S406.a.rcmp-grc.gc.ca> I have created custom date fields of the format ( yyyy-mm-dd ). I would like to create a saved search that would return tickets with upcoming dates less than X days from now. the relational syntax Due < ' +5 Days' works if I use the standard Due field, but not if I use a CF field ... 'CF.{Ready Date}' < '+5 Days' I have multiple dates/fields that I would like to create saved searches against. Any hints / suggestions ? Anyone else doing something similar ? Roy From elacour at easter-eggs.com Sat Feb 9 03:00:14 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 9 Feb 2008 09:00:14 +0100 Subject: [rt-users] Why Resolve + Comment? In-Reply-To: <20080208181210.GE25458@zaphod.mvlan.net> References: <20080208181210.GE25458@zaphod.mvlan.net> Message-ID: <20080209080013.GA31348@easter-eggs.com> On Fri, Feb 08, 2008 at 06:12:10PM +0000, Jean-Sebastien Morisset wrote: > Hi everyone, > > I have a small problem with my users... One of them will take ownership > of the ticket, work the problem, choose 'Resolve' and write what they > did in the text box. > > This means the requestor doesn't see the summary of work done because > it's a comment and not a reply. > > Is there a reason Resolve defaults to a Comment, and is there a way to > change the default to Reply? > For the reason, maybe because there is already an auto-reply sent to the requestor, so no need for another reply. AW it depends highly on organizations that uses RT and their workflows. To change it, do the following: - copy share/html/Ticket/Elements/Tabs to local/html/Ticket/Elements/Tabs - edit this file to change the line 157 (as of 3.6.6): before: path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id, after: path => "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $id, Then empty your Mason cache and restart your webserver. From elacour at easter-eggs.com Sat Feb 9 03:06:08 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 9 Feb 2008 09:06:08 +0100 Subject: [rt-users] Log in Issues. In-Reply-To: <15361064.post@talk.nabble.com> References: <15361064.post@talk.nabble.com> Message-ID: <20080209080608.GB31348@easter-eggs.com> On Fri, Feb 08, 2008 at 10:18:50AM -0800, aeternaleto wrote: > > I am have some difficulties staying logged in as root with Rt Tracker. I > have tried googling my problem but can't seem to find a resolution. I am > running Gentoo and my browser (Firefox) has been set to accept all cookies > Dear RT user, can you give use more informations, RT version, Database type? There is a problem of this kind before RT 3.6.6 with file sessions (typical with Oracle database): http://www.gossamer-threads.com/lists/rt/users/70763 From elacour at easter-eggs.com Sat Feb 9 03:13:19 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 9 Feb 2008 09:13:19 +0100 Subject: [rt-users] Custom date field search In-Reply-To: <47ACDCE5020000AE0000623A@ACPIC-S406.a.rcmp-grc.gc.ca> References: <47ACDCE5020000AE0000623A@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <20080209081319.GC31348@easter-eggs.com> On Fri, Feb 08, 2008 at 10:51:17PM -0500, Roy Sowa wrote: > I have created custom date fields of the format ( yyyy-mm-dd ). > I would like to create a saved search that would return tickets with upcoming dates > less than X days from now. > > the relational syntax > Due < ' +5 Days' > works if I use the standard Due field, > but not if I use a CF field ... > 'CF.{Ready Date}' < '+5 Days' > > I have multiple dates/fields that I would like to create saved searches against. > > Any hints / suggestions ? > Are you using this patch for date customfields: http://rt3.fsck.com/Ticket/Display.html?id=8721&user=guest&password=guest ? From Roy.Sowa at rcmp-grc.gc.ca Sat Feb 9 06:30:52 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sat, 09 Feb 2008 06:30:52 -0500 Subject: [rt-users] Custom date field Message-ID: <47AD489C020000AE00006240@ACPIC-S406.a.rcmp-grc.gc.ca> Yes , I will try and test this out on an old non-patched setup stay tuned... -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy.Sowa at rcmp-grc.gc.ca Sat Feb 9 08:51:16 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sat, 09 Feb 2008 08:51:16 -0500 Subject: [rt-users] Custom date field Message-ID: <47AD6984020000AE00006245@ACPIC-S406.a.rcmp-grc.gc.ca> Yes , I am using your calendar patch on this serverI just tried the same type queries on my older (unpatched ) box and I am having the same issue.ie: > 'now + 5 Days' or > 'now' , works with the standard Due date, but not CF date fields.the older box is 3.6.3 and I am using your patch on a 3.6.5 version.Still digging.. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Sat Feb 9 15:14:50 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 9 Feb 2008 21:14:50 +0100 Subject: [rt-users] Custom date field In-Reply-To: <47AD6984020000AE00006245@ACPIC-S406.a.rcmp-grc.gc.ca> References: <47AD6984020000AE00006245@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <20080209201449.GA9127@easter-eggs.com> On Sat, Feb 09, 2008 at 08:51:16AM -0500, Roy Sowa wrote: > Yes , I am using your calendar patch on this serverI just tried the > same type queries on my older (unpatched ) box and I am having the > same issue.ie: > 'now + 5 Days' or > 'now' , works with the standard > Due date, but not CF date fields.the older box is 3.6.3 and I am using > your patch on a 3.6.5 version.Still digging.. It works here, RT 3.6.6, Debian Etch, DBIx::SearchBuilder 1.51, Mysql 5.0.32. I tested using "> 'now'" and "< 'now'". I tested also using "< 'now + 5Days'", it works but not with "> 'now - 365 Days'" (with both CF and Tickets dates). From Roy.Sowa at rcmp-grc.gc.ca Sat Feb 9 18:13:47 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sat, 09 Feb 2008 18:13:47 -0500 Subject: [rt-users] Custom date Message-ID: <47ADED5B020000AE0000624A@ACPIC-S406.a.rcmp-grc.gc.ca> On Sat, Feb 09, 2008 at 08:51:16AM -0500, Roy Sowa wrote:>Yes , I am using your calendar patch on this serverI just tried the>same type queries on my older (unpatched ) box and I am having the>same issue.ie: > 'now + 5 Days' or > 'now' , works with the standard>Due date, but not CF date fields.the older box is 3.6.3 and I am using>your patch on a 3.6.5 version.Still digging..> It works here, RT 3.6.6, Debian Etch, DBIx::SearchBuilder 1.51, Mysql> 5.0.32. > I tested using "> 'now'" and "< 'now'". I tested also using "< 'now +> Days'", it works but not with "> 'now - 365 Days'" (with both CF and> Tickets dates).Still not working here..RT 3.6.5 SUSE 10 Ugraded DBIx::SearchBuilder 1.48 to DBIx::SearchBuilder 1.51( same issue on 3.6.3 Redhat box ) -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy.Sowa at rcmp-grc.gc.ca Sat Feb 9 22:23:05 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sat, 09 Feb 2008 22:23:05 -0500 Subject: [rt-users] Searching CF Date field using relative (ie: now + Days) Message-ID: <47AE27C9020000AE0000624F@ACPIC-S406.a.rcmp-grc.gc.ca> Many hours later, I cannot seem to get this working.... I am running RT 3.6.5, SUSE 10 , lighttpd, https configuration with the patch for date customfields upgraded to the latest DBIx::SearchBuilder 1.51 ( was at 1.48) . Also have same issue with my 3.6.3 Redhat http configuration without the patch for date customfields. The relative searching works as expected if I use the standard DUE, LastUpdated , Resolved etc fields, but not if I use a CF date field. example : the relational syntax Due < ' +5 Days' works if I use the standard Due field, but not if I use a CF field ... 'CF.{Ready Date}' < '+5 Days' this returns 0 hits., but if I use the actual date... 'CF.{Ready Date}' < '2008-02-14' this works... I am afraid now that I have been staring too long ,and may be missing the obvious.. Any suggestions where I should be focusing on to untangle myself here ? Anybody have this working with a similar install... PS: Thanks Emmanuel for you help so far... Tired, and bleary eyed... From ruz at bestpractical.com Sun Feb 10 00:52:01 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 10 Feb 2008 08:52:01 +0300 Subject: [rt-users] Searching CF Date field using relative (ie: now + Days) In-Reply-To: <47AE27C9020000AE0000624F@ACPIC-S406.a.rcmp-grc.gc.ca> References: <47AE27C9020000AE0000624F@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <589c94400802092152r4bcf616di4037a66672fd2552@mail.gmail.com> it's never been working for CFs, only for standard ticket's dates. On Feb 10, 2008 6:23 AM, Roy Sowa wrote: > Many hours later, I cannot seem to get this working.... > > I am running RT 3.6.5, SUSE 10 , lighttpd, https configuration > with the patch for date customfields > upgraded to the latest DBIx::SearchBuilder 1.51 ( was at 1.48) . > > Also have same issue with my 3.6.3 Redhat http configuration > without the patch for date customfields. > > The relative searching works as expected if I use the standard DUE, LastUpdated , Resolved etc fields, > but not if I use a CF date field. > > example : the relational syntax > Due < ' +5 Days' works if I use the standard Due field, > > but not if I use a CF field ... > 'CF.{Ready Date}' < '+5 Days' this returns 0 hits., > > but if I use the actual date... > > 'CF.{Ready Date}' < '2008-02-14' this works... > > I am afraid now that I have been staring too long ,and may be missing the obvious.. > > Any suggestions where I should be focusing on to untangle myself here ? > Anybody have this working with a similar install... > > PS: Thanks Emmanuel for you help so far... > Tired, and bleary eyed... > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From elacour at easter-eggs.com Sun Feb 10 02:40:56 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 10 Feb 2008 08:40:56 +0100 Subject: [rt-users] Searching CF Date field using relative (ie: now + Days) In-Reply-To: <589c94400802092152r4bcf616di4037a66672fd2552@mail.gmail.com> References: <47AE27C9020000AE0000624F@ACPIC-S406.a.rcmp-grc.gc.ca> <589c94400802092152r4bcf616di4037a66672fd2552@mail.gmail.com> Message-ID: <20080210074056.GA19124@easter-eggs.com> On Sun, Feb 10, 2008 at 08:52:01AM +0300, Ruslan Zakirov wrote: > it's never been working for CFs, only for standard ticket's dates. > I thought my patch was enough, but not. I think it requires also to patch the DB schema and some other CF libs to add DATETIME field for ObjectCustomFieldValues (there is already Content and LargeContent, we need something like DateContent). @jesse, do you have plan for date customfields in 3.8 ? If so I'm ok to try to continue working on it, but if not, I will stop here because this would be a too intrusive patch to maintain... From gevans at hcc.net Sun Feb 10 02:53:22 2008 From: gevans at hcc.net (Greg Evans) Date: Sat, 9 Feb 2008 23:53:22 -0800 Subject: [rt-users] Scrip question...Getting there slowly...Time Worked In-Reply-To: <589c94400802081837r2b17416fw111541c11c0cc85b@mail.gmail.com> References: <005201c86a9f$3939e920$1200a8c0@hcc.local> <006301c86aae$617f5e10$1200a8c0@hcc.local> <589c94400802081610rfff2170s78a4ab4ee2050765@mail.gmail.com> <006901c86ab1$8ac54980$1200a8c0@hcc.local> <589c94400802081837r2b17416fw111541c11c0cc85b@mail.gmail.com> Message-ID: <7D3E4C33-9840-4949-9D59-B66F1BEEB81A@hcc.net> Hi Ruslan, Mike and everyone reading the list. I have got the scrip working now, thanks for your input Mike, Ruslan, it was a lot of help. I thought I would post it here and then ask a follow-up question or two :) Here is what I have so far and it works great as long as you set the time worked in the ticket after you first create it. Description: Set Time Worked Condition: On Transaction Action: User Defined Template: Global template: Blank Stage: Transaction Create Custom Condition: Custom Action Preparation Code: 1; Custom Action Cleanup Code: # If we reply to or comment on a ticket $RT::Logger->debug("Got to Stage 2"); if ($self->TransactionObj->Type eq "Correspond" || $self- >TransactionObj->Type eq "Comment") { #set our variable $ticket_Worked to the difference in time between the Created #datestamp and the updated datestamp my $date_update=$self->TicketObj->LastUpdatedObj->Unix; my $date_create=$self->TicketObj->CreatedObj->Unix; #check current value of time worked for debug #my $ticket_check = $self->TicketObj->TimeWorked; #calculate the new value we will place in the TimeWorked field we are working in unix time #so everything is in seconds, divide by 60 to get minutes. my $ticket_Worked = (($date_update - $date_create)/60); #change the TimeWorked field to the value of our variable ($ticket_Worked) $self->TicketObj->SetTimeWorked($ticket_Worked); return 1; } else { return undef; } So, that works. now my questions. 1) As I stated the above code works, but with one caveat. If I do not manually enter the time worked the first time, any updates to the ticket result in the time worked remaining at "0". I can understand that for many organizations this would be the preferred method for this, because someone would create the ticket and there may be lengthy research involved, etc. before the ticket can be updated, however in the case for how we are using RT, it is for phone calls in to the helpdesk, and most tickets are resolved during that first call. On a slow day, this would not be an issue, because we could manually enter the time worked, though if we forget, that destroys the value of the time worked field. This leads to question #2... 2) When I create a new ticket, I would like to be able to do the same as above, but it should automatically set the time worked from when I clicked "New TIcket In..." to when I actually clicked the "Create" button. I am assuming that I *should* be able to do this through the scrip process somehow, so I decided to watch the rt.log while I clicked "New Ticket In..." but I saw no entries into the log file that would indicate that I am creating a new ticket, which I assume is because it will not be logging that until I actually hit the create button. So I am interested in knowing how would I go about implementing something like this, so that I can ensure hat each ticket gets an entry in Time Worked without any user having to manually enter it, or is there no way to accomplish this? Regards, Greg Evans On Feb 8, 2008, at 6:37 PM, Ruslan Zakirov wrote: > On Feb 9, 2008 3:20 AM, Greg Evans wrote: >> Well, at least I know I am doing it wrong! LOL :) Better to know >> now and >> learn then to regret it later. >> >> Here is everything about how I have it set up (this is my first one >> BTW, be >> gentle) >> >> Description : Set Time Worked Test >> Condition : On Transaction >> Action : User Defined >> Template : Global template: Blank >> Stage : TransactionCreate >> >> Custom Condition: none >> Custom Action preparation code: 1; >> Custom Action cleanup code: >> The code I sent in the previous message >> >> >> I think I see what you mean regarding the object types, so I can >> assume that >> the beginning where I am trying to use correspond or comment should >> be >> 'TransactionObj->Type eq ...' instead of 'TicketObj->Type eq ...'? or >> something else entirely? > TransactionObj->Type > >> >> Greg Evans >> RT newbie :) >> >> >> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com >>> [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov >>> Sent: Friday, February 08, 2008 4:10 PM >>> To: Greg Evans >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Scrip question...Getting there >>> slowly...Time Worked >>> >>> On Feb 9, 2008 2:57 AM, Greg Evans wrote: >>>> following up on my own post to the list...The following >>> code is *mostly* >>>> working but there is a GLARING ERROR that makes it unusable >>>> >>>> Please NOTE THE ABOVE because if you use it as is, it will >>> require a restart >>>> of httpd each time you try to update a ticket. >>>> >>>> #code begin >>>> if ($self->TicketObj->Type eq "Correspond" || >>> $self->TicketObj->Type eq >>>> "Comment" || $self->TicketObj->Type eq "ticket") >>> >>> This is wrong. you're mixing transactions' types and tickets' >>> Ticket's >>> type almost always is 'ticket', so this if condition is true all the >>> time. >>> >>> What condition are you using for this scrip? >>> >>> >>>> # Why it has to be "ticket" to work I don't understand yet >>>> { >>>> >>>> # Saw something similar somewhere that I was looking at RT stuff. >>>> # Looked like it may work, it does. >>>> >>>> my $date_update=$self->TicketObj->LastUpdatedObj->Unix; >>>> my $date_create=$self->TicketObj->CreatedObj->Unix; >>>> >>>> my $ticket_check = $self->TicketObj->TimeWorked; #tells us >>> the current value >>>> of TimeWorked >>>> my $ticket_Worked = (($date_update - $date_create)/60); >>> #time in minutes >>>> >>>> #this was the problem before and seems to be the problem again!!! >>>> $self->TicketObj->SetTimeWorked($ticket_Worked); >>>> return 1; >>>> >>>> } else { >>>> return undef; >>>> } >>>> >>>> >>>> Here is what happens when I run it as is just a quick >>> copy/paste job of the >>>> ticket: >>>> >>>> Fri Feb 08 15:39:22 2008 gevans - Comments added [Reply] >>> [Comment] >>>> Download (untitled) [text/plain 1.2k] On Fri Feb 08 >>> 15:37:16 2008, gevans >>>> wrote: >>>> [snipped] >>>> >>>> >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '19.1' >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from '19' to '' >>>> >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '21.2166666666667' >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from '21' to '' >>>> >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '21.2166666666667' >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from '21' to '' >>>> >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '21.2166666666667' >>>> # Fri Feb 08 15:39:23 2008 RT_System - TimeWorked >>> changed from '21' to '' >>>> >>>> ... >>>> ... >>>> # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.4833333333333' >>>> # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked >>> changed from '24' to '' >>>> >>>> # Fri Feb 08 15:42:39 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.4833333333333' >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from '24' to '' >>>> >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.4833333333333' >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from '24' to '' >>>> >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.5' >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from '24' to '' >>>> >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.5' >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from '24' to '' >>>> >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.5' >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from '24' to '' >>>> >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.5' >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from '24' to '' >>>> >>>> # Fri Feb 08 15:42:40 2008 RT_System - TimeWorked >>> changed from (no value) >>>> to '24.5' >>>> >>>> It will continue adding time until you kill httpd. This >>> has got to be >>>> something simple that I am missing. At least I think so... Ideas? >>>> >>>> Thanks, >>>> >>>> Greg Evans >>>> >>>> >>>> >>>> ________________________________ >>>> >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >>> Of Greg Evans >>>> Sent: Friday, February 08, 2008 2:09 PM >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Scrip question...Getting there >>> slowly...Time >>>> Worked >>>> >>>> >>>> >>>> As has been mentioned I am working on trying to get >>> a time worked >>>> scrip up and running. So far everything is going well >>> except for one thing, >>>> I can retrieve dates from the ticket without problem and >>> they come through >>>> like: >>>> >>>> 2008-02-08 21:24:49 >>>> >>>> This seems like a fine format, but once I have 2 of >>> them, I can't >>>> figure out how to calculate the difference. It was suggest >>> that I might need >>>> to convert them to unix time and back, but I am not sure >>> how to do that. I >>>> see that Time::Local could possibly be used or maybe >>> Date::Manip but my >>>> admittedly novice Perl skills don't particularly help me out here. >>>> >>>> Here is the scrip as it sits, and after using >>> RT::Logger->debug it >>>> appears that all I need is to get the date difference >>> calculation to work >>>> >>>> if ($self->TicketObj->Type eq "Correspond" || >>> $self->TicketObj->Type >>>> eq "Comment" || $self->TicketObj->Type eq "ticket") >>>> { >>>> >>>> #This is the part that is not working. >>>> my $ticket_Worked = ($self->TicketObj->LastUpdated - >>>> $self->TicketObj->Created); >>>> #End part that is not working >>>> >>>> $self->TicketObj->SetTimeWorked($ticket_Worked); >>>> } else { >>>> return undef; >>>> } >>>> >>>> >>>> The other thing that I thought was weird when I >>> looked in my rt.log >>>> was that when I would comment on the ticket, the returned >>> result of the if >>>> test that I start with was "ticket" which seems strange to >>> me, but what do I >>>> know. Maybe someone could explain that to me as well? >>>> >>>> Greg Evans >>>> Internet Support >>>> Hood Canal Communications >>>> (360) 898-2481 ext.212 >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >> >> > > > > -- > Best regards, Ruslan. From ruz at bestpractical.com Sun Feb 10 03:19:53 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 10 Feb 2008 11:19:53 +0300 Subject: [rt-users] Searching CF Date field using relative (ie: now + Days) In-Reply-To: <20080210074056.GA19124@easter-eggs.com> References: <47AE27C9020000AE0000624F@ACPIC-S406.a.rcmp-grc.gc.ca> <589c94400802092152r4bcf616di4037a66672fd2552@mail.gmail.com> <20080210074056.GA19124@easter-eggs.com> Message-ID: <589c94400802100019s33108903k8c7cdd0f41c2555d@mail.gmail.com> I havn't seen the patch. On Feb 10, 2008 10:40 AM, Emmanuel Lacour wrote: > On Sun, Feb 10, 2008 at 08:52:01AM +0300, Ruslan Zakirov wrote: > > it's never been working for CFs, only for standard ticket's dates. > > > > I thought my patch was enough, but not. I think it requires also to > patch the DB schema and some other CF libs to add DATETIME field for > ObjectCustomFieldValues (there is already Content and LargeContent, we > need something like DateContent). > > @jesse, do you have plan for date customfields in 3.8 ? If so I'm ok to > try to continue working on it, but if not, I will stop here because this > would be a too intrusive patch to maintain... > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From mathew.snyder at gmail.com Sun Feb 10 12:51:45 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Sun, 10 Feb 2008 12:51:45 -0500 Subject: [rt-users] Determine OldValue of Status in External Script Message-ID: <47AF39B1.2080803@gmail.com> When working with scrips within RT use of $self->TransactionObj->OldValue is already in the context of the action being performed. However, I'm trying to write a script outside of RT which will write out a list of tickets which have been reopened. Since it is external it doesn't seem, on the surface, that any checks are already in the context of what I'm looking for. If I gather up a list of tickets which are 'new' or 'open', how do I narrow that list down to tickets which were previously 'resolved' prior to the current status? Would I still use TransactionObj->OldValue? TransactionObj doesn't seem correct since I'm not performing any transactions to act as the context. When dealing with CustomFields I can specify by using FirstCustomFieldValue. How do I specify standard fields like Status? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From joe.casadonte at oracle.com Sun Feb 10 18:34:31 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sun, 10 Feb 2008 18:34:31 -0500 Subject: [rt-users] Anyone using RT with SQLite? Message-ID: <47AF8A07.7090706@oracle.com> I'd like to set up a small system at home, 2 user total, almost never more than one in at a time, very low ticket volume, as can be imagined. My main concern is memory; my home server doesn't have a lot of it. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From jesse at bestpractical.com Sun Feb 10 19:46:51 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 10 Feb 2008 19:46:51 -0500 Subject: [rt-users] Anyone using RT with SQLite? In-Reply-To: <47AF8A07.7090706@oracle.com> References: <47AF8A07.7090706@oracle.com> Message-ID: <20080211004651.GA16371@bestpractical.com> On Sun, Feb 10, 2008 at 06:34:31PM -0500, Joe Casadonte wrote: > I'd like to set up a small system at home, 2 user total, almost never > more than one in at a time, very low ticket volume, as can be imagined. > My main concern is memory; my home server doesn't have a lot of it. We mostly only use SQLite for testing. Keep frequent backps and tell us if something looks funny ;) From todd at chaka.net Sun Feb 10 22:00:13 2008 From: todd at chaka.net (Todd Chapman) Date: Sun, 10 Feb 2008 22:00:13 -0500 Subject: [rt-users] Determine OldValue of Status in External Script In-Reply-To: <47AF39B1.2080803@gmail.com> References: <47AF39B1.2080803@gmail.com> Message-ID: <519782dc0802101900h1444a2c9y82aeb8f586d7fe0f@mail.gmail.com> You have to search through all the transaction of each ticket to see if the transaction you are interested in happened. You could also just check to see if the ticket has a Resolved time set. I don't think the resolved time is cleared when a ticket is reopened (easy enough to check). You might want to write a scrip that sets a ticket custom field or attribute when a ticket is reopened, then your script can find the tickets it needs without search all the transactions (if you go that route.) -Todd On 2/10/08, Mathew Snyder wrote: > When working with scrips within RT use of > $self->TransactionObj->OldValue is already in the context of the action > being performed. However, I'm trying to write a script outside of RT > which will write out a list of tickets which have been reopened. Since > it is external it doesn't seem, on the surface, that any checks are > already in the context of what I'm looking for. > > If I gather up a list of tickets which are 'new' or 'open', how do I > narrow that list down to tickets which were previously 'resolved' prior > to the current status? Would I still use TransactionObj->OldValue? > TransactionObj doesn't seem correct since I'm not performing any > transactions to act as the context. > > When dealing with CustomFields I can specify by using > FirstCustomFieldValue. How do I specify standard fields like Status? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From todd at chaka.net Sun Feb 10 22:11:38 2008 From: todd at chaka.net (Todd Chapman) Date: Sun, 10 Feb 2008 22:11:38 -0500 Subject: [rt-users] Emailing tickets search result In-Reply-To: References: <47A9ED45.8050603@ccdc.cam.ac.uk> Message-ID: <519782dc0802101911k7b860218xfef894a1800edef4@mail.gmail.com> Why don't you just email a link to a search so that it runs when clicked? On 2/7/08, Eynat Nir Mishor wrote: > Thanks - it does the job, but it has two drawbacks: > > 1. It produces very simple textual output. I would like to send a richer > HTML output similar to how search results appear in RT. > > 2. It is hard to customize. I would like to use a template mechanism for > easy customization that my occur later in time. > > Eynat > > -----Original Message----- > From: Toby Darling [mailto:darling at ccdc.cam.ac.uk] > Sent: Wednesday, 06 February 2008 7:24 PM > To: Eynat Nir Mishor > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Emailing tickets search result > > Hi > > > Example for usage: every night email the manager a list of all tickets > that > > were created in the past day and how they divide by current status. > > Simple command line: > > for s in open new resolved; do > echo "=== $s ==="; rt list -s "created = 'today' AND status = '$s'"; > done | mail ... > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform postmaster at ccdc.cam.ac.uk and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From javoskam at uwaterloo.ca Sun Feb 10 21:45:32 2008 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Sun, 10 Feb 2008 21:45:32 -0500 Subject: [rt-users] Anyone using RT with SQLite? In-Reply-To: <20080211004651.GA16371@bestpractical.com> References: <47AF8A07.7090706@oracle.com> <20080211004651.GA16371@bestpractical.com> Message-ID: <47AFB6CC.9040400@uwaterloo.ca> Jesse Vincent wrote: > > On Sun, Feb 10, 2008 at 06:34:31PM -0500, Joe Casadonte wrote: > >> I'd like to set up a small system at home, 2 user total, almost never >> more than one in at a time, very low ticket volume, as can be imagined. >> My main concern is memory; my home server doesn't have a lot of it. >> > > > We mostly only use SQLite for testing. Keep frequent backps and tell us > if something looks funny ;) > My RT at home was originally running on a dual PIII-500 system with 768M of RAM. Did RT, general web services, email, a small news feed and all the other non-workstation jobs. Ran fast enough for what I needed. Jeff From elacour at easter-eggs.com Mon Feb 11 03:41:16 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 11 Feb 2008 09:41:16 +0100 Subject: [rt-users] Searching CF Date field using relative (ie: now + Days) In-Reply-To: <589c94400802100019s33108903k8c7cdd0f41c2555d@mail.gmail.com> References: <47AE27C9020000AE0000624F@ACPIC-S406.a.rcmp-grc.gc.ca> <589c94400802092152r4bcf616di4037a66672fd2552@mail.gmail.com> <20080210074056.GA19124@easter-eggs.com> <589c94400802100019s33108903k8c7cdd0f41c2555d@mail.gmail.com> Message-ID: <20080211084116.GA8104@easter-eggs.com> On Sun, Feb 10, 2008 at 11:19:53AM +0300, Ruslan Zakirov wrote: > I havn't seen the patch. > http://rt3.fsck.com/Ticket/Display.html?id=8721 From eynatnir2 at hotmail.com Mon Feb 11 04:05:00 2008 From: eynatnir2 at hotmail.com (Eynat Nir Mishor) Date: Mon, 11 Feb 2008 11:05:00 +0200 Subject: [rt-users] Emailing tickets search result In-Reply-To: <519782dc0802101911k7b860218xfef894a1800edef4@mail.gmail.com> References: <47A9ED45.8050603@ccdc.cam.ac.uk> <519782dc0802101911k7b860218xfef894a1800edef4@mail.gmail.com> Message-ID: That's my fallback. But I prefer a self-containing email rather than a link. Eynat -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, 11 February 2008 5:12 AM To: Eynat Nir Mishor Cc: Toby Darling; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Emailing tickets search result Why don't you just email a link to a search so that it runs when clicked? On 2/7/08, Eynat Nir Mishor wrote: > Thanks - it does the job, but it has two drawbacks: > > 1. It produces very simple textual output. I would like to send a richer > HTML output similar to how search results appear in RT. > > 2. It is hard to customize. I would like to use a template mechanism for > easy customization that my occur later in time. > > Eynat > > -----Original Message----- > From: Toby Darling [mailto:darling at ccdc.cam.ac.uk] > Sent: Wednesday, 06 February 2008 7:24 PM > To: Eynat Nir Mishor > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Emailing tickets search result > > Hi > > > Example for usage: every night email the manager a list of all tickets > that > > were created in the past day and how they divide by current status. > > Simple command line: > > for s in open new resolved; do > echo "=== $s ==="; rt list -s "created = 'today' AND status = '$s'"; > done | mail ... > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform postmaster at ccdc.cam.ac.uk and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mag at caravan.ru Mon Feb 11 04:41:56 2008 From: mag at caravan.ru (Alexey G Misyurenko) Date: Mon, 11 Feb 2008 12:41:56 +0300 Subject: [rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still. Message-ID: <005901c86c92$5767e1f0$0637a5d0$@ru> Hi! Ruslan as you asked for RT now is 3.6.6 but bug still present. ** First situation when bug can be simulated is to modify subject by template. If subject is not modified by template all is ok Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= If subject is modified by template by next one line on template Subject: AutoReplay: {$Ticket->Subject()} The final Subject line is broken Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NzldIEF1dG9SZXBsYXk6IMOQwqLDkMKVw5DCocOQ?= =?UTF-8?B?wqI=?= In this to tests I use single Russian word ???? (4 chars. Word id equivalent to English word test). ** Next bug is in showing transactions. For simulate it, I reply to the first ticked created upper. It's subject line is Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= Without next changes Subject displayed on transaction history, showed broken. *** share/html/Ticket/Elements/ShowMessageHeaders 2007-04-24 21:21:42.000000000 +0400 --- local/html/Ticket/Elements/ShowMessageHeaders 2008-01-25 17:46:27.000000000 +0300 *************** $content = $m->interp->apply_escapes($co *** 67,76 **** my @lines = split /\n/, $content; my $in_header = 0; my @headers; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! push @headers, { Tag => $1, Value => $2 }; } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; --- 67,84 ---- my @lines = split /\n/, $content; my $in_header = 0; my @headers; + my $msgtag; + my $msgval; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! $msgtag = $1; ! $msgval = $2; ! Encode::_utf8_on($msgval); ! eval { $msgval = Encode::decode_utf8($msgval) }; ! if ( !length($msgval) ) { Encode::_utf8_off($msgval); $msgval = $2; }; ! ! push (@headers, { Tag => $msgtag, Value => $msgval} ); } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; If it's needed I can send information stored if datebase.. -----???????? ?????????----- ??: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] ?? ????? Ruslan Zakirov ??????????: 26 ?????? 2008 ?. 12:13 ????: Alexey G Misyurenko ?????: rt-users at lists.bestpractical.com ????: Re: [rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still. First of all try 3.6.6. Does it depend on a way message comes into the system? Describe how to reproduce it. or even better send a MIME message as attachment so we can reproduce it ourself. 2008/1/24 Alexey G Misyurenko : > Hi! > > Looks like this probles take plase if value of $value variable is mixed, > i.e. exist single byte coded chars and double byte coded chars on it. > -- Best regards, Ruslan. From mag at caravan.ru Mon Feb 11 04:42:52 2008 From: mag at caravan.ru (Alexey G Misyurenko) Date: Mon, 11 Feb 2008 12:42:52 +0300 Subject: [rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still. Message-ID: <005c01c86c92$786b92c0$6942b840$@ru> Some addition info about this one bug > Next bug is in showing transactions. > For test is, I reply to the first ticked created upper. > It's subject line is > > Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= To the /REST/1.0/NoAuth/mail-gateway is posted next data Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= But in oracle DB (ATTACHMENTS.HEADERS) is stored 1) for web created = MIME Encoded 2) for mail replay = MEME Decoded My opinion is that Subject is several times encoded/dencoded and one time is Superfluous. Mybee this Superfluous encoded/decoded is a reason of "template based bug". -- Best regards, Alexey. From jesse at bestpractical.com Mon Feb 11 05:27:18 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Feb 2008 05:27:18 -0500 Subject: [rt-users] Emailing tickets search result In-Reply-To: References: <47A9ED45.8050603@ccdc.cam.ac.uk> <519782dc0802101911k7b860218xfef894a1800edef4@mail.gmail.com> Message-ID: <20080211102718.GC16371@bestpractical.com> On Mon, Feb 11, 2008 at 11:05:00AM +0200, Eynat Nir Mishor wrote: > That's my fallback. > But I prefer a self-containing email rather than a link. We have something kind of cool along these lines that we're working to get opensourced. I'm hopeful that it will happen this week. > Eynat > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Monday, 11 February 2008 5:12 AM > To: Eynat Nir Mishor > Cc: Toby Darling; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Emailing tickets search result > > Why don't you just email a link to a search so that it runs when clicked? > > On 2/7/08, Eynat Nir Mishor wrote: > > Thanks - it does the job, but it has two drawbacks: > > > > 1. It produces very simple textual output. I would like to send a richer > > HTML output similar to how search results appear in RT. > > > > 2. It is hard to customize. I would like to use a template mechanism for > > easy customization that my occur later in time. > > > > Eynat > > > > -----Original Message----- > > From: Toby Darling [mailto:darling at ccdc.cam.ac.uk] > > Sent: Wednesday, 06 February 2008 7:24 PM > > To: Eynat Nir Mishor > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Emailing tickets search result > > > > Hi > > > > > Example for usage: every night email the manager a list of all tickets > > that > > > were created in the past day and how they divide by current status. > > > > Simple command line: > > > > for s in open new resolved; do > > echo "=== $s ==="; rt list -s "created = 'today' AND status = '$s'"; > > done | mail ... > > > > LEGAL NOTICE > > Unless expressly stated otherwise, information contained in this > > message is confidential. If this message is not intended for you, > > please inform postmaster at ccdc.cam.ac.uk and delete the message. > > The Cambridge Crystallographic Data Centre is a company Limited > > by Guarantee and a Registered Charity. > > Registered in England No. 2155347 Registered Charity No. 800579 > > Registered office 12 Union Road, Cambridge CB2 1EZ. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From mathew.snyder at gmail.com Mon Feb 11 06:52:20 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 11 Feb 2008 06:52:20 -0500 Subject: [rt-users] Determine OldValue of Status in External Script In-Reply-To: <519782dc0802101900h1444a2c9y82aeb8f586d7fe0f@mail.gmail.com> References: <47AF39B1.2080803@gmail.com> <519782dc0802101900h1444a2c9y82aeb8f586d7fe0f@mail.gmail.com> Message-ID: <47B036F4.4060307@gmail.com> That actually sounds reasonable and makes sense. Probably the fasted and easiest method. Thanks for the input. Mathew Todd Chapman wrote: > You have to search through all the transaction of each ticket to see > if the transaction you are interested in happened. You could also just > check to see if the ticket has a Resolved time set. I don't think the > resolved time is cleared when a ticket is reopened (easy enough to > check). > > You might want to write a scrip that sets a ticket custom field or > attribute when a ticket is reopened, then your script can find the > tickets it needs without search all the transactions (if you go that > route.) > > -Todd > > On 2/10/08, Mathew Snyder wrote: >> When working with scrips within RT use of >> $self->TransactionObj->OldValue is already in the context of the action >> being performed. However, I'm trying to write a script outside of RT >> which will write out a list of tickets which have been reopened. Since >> it is external it doesn't seem, on the surface, that any checks are >> already in the context of what I'm looking for. >> >> If I gather up a list of tickets which are 'new' or 'open', how do I >> narrow that list down to tickets which were previously 'resolved' prior >> to the current status? Would I still use TransactionObj->OldValue? >> TransactionObj doesn't seem correct since I'm not performing any >> transactions to act as the context. >> >> When dealing with CustomFields I can specify by using >> FirstCustomFieldValue. How do I specify standard fields like Status? >> >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> -- Keep up with me and what I'm up to: http://theillien.blogspot.com From Candelario at zoominfo.com Mon Feb 11 08:13:11 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Mon, 11 Feb 2008 08:13:11 -0500 Subject: [rt-users] Ticket Search Message-ID: Hello, I've recently upgraded to 3.6.4 from 3.0.12. We are currently having an issue when customizing a ticket search. When I select, let's say, a Queue then an owner, I then add it to the "Current search" field. So it reads Owner= "user1" AND Queue="queue1". When I select another owner and use the 'OR' agregator it doesn't stay or it changes my "Current search" field. For example, when I add the second owner to the "Current search" field, choosing the 'OR' aggregator, it changes my aggregators in my "Current search" field to 'OR'. When I select 'AND' it changes it all to 'AND'. Has anyone else experienced this type of problem? Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From crpatter at ci.grand-rapids.mi.us Mon Feb 11 08:51:51 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Mon, 11 Feb 2008 08:51:51 -0500 Subject: [rt-users] Centos 5.1 update blew up RT Message-ID: We performed server updates last weekend, including updating Centos 5.0 to 5.1, plus all of the yum updates that go with it. Now, RT is not working. We don't see any messages that stand out in our rt.log or in /var/log/. Has anyone encountered this problem before? Craig Patterson Application Developer/SDE Administrator Northrop Grumman IT/City of Grand Rapids (616)456-3645 crpatter at grcity.us From mike.peachey at jennic.com Mon Feb 11 09:01:56 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 11 Feb 2008 14:01:56 +0000 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: References: Message-ID: <47B05554.8080505@jennic.com> Patterson, Craig wrote: > We performed server updates last weekend, including updating Centos 5.0 > to 5.1, plus all of the yum updates that go with it. Now, RT is not > working. > > We don't see any messages that stand out in our rt.log or in /var/log/. > > Has anyone encountered this problem before? What errors *do* you get? The bit that lets you know it's not working.. -- 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 __________________________________________________ From mathew.snyder at gmail.com Mon Feb 11 09:02:26 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 11 Feb 2008 09:02:26 -0500 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: References: Message-ID: <47B05572.80009@gmail.com> What, exactly, is RT doing? Mathew Patterson, Craig wrote: > We performed server updates last weekend, including updating Centos 5.0 > to 5.1, plus all of the yum updates that go with it. Now, RT is not > working. > > We don't see any messages that stand out in our rt.log or in /var/log/. > > Has anyone encountered this problem before? > > Craig Patterson > Application Developer/SDE Administrator > Northrop Grumman IT/City of Grand Rapids > (616)456-3645 > crpatter at grcity.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com From mathew.snyder at gmail.com Mon Feb 11 09:06:51 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 11 Feb 2008 09:06:51 -0500 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: References: <47B05572.80009@gmail.com> Message-ID: <47B0567B.2030600@gmail.com> Something has to be showing up somewhere. Have you looked at the database logs? Mathew Patterson, Craig wrote: > Nothing, just a blank screen. > > I've cleared the mason cache, stopped apache, and started apache with no > luck. > > It's really strange, there doesn't seem to be any error messages > anywhere that I can find. > > Craig > > -----Original Message----- > From: Mathew Snyder [mailto:mathew.snyder at gmail.com] > Sent: Monday, February 11, 2008 9:02 AM > To: Patterson, Craig > Cc: RT Users > Subject: Re: [rt-users] Centos 5.1 update blew up RT > > What, exactly, is RT doing? > > Mathew > > Patterson, Craig wrote: >> We performed server updates last weekend, including updating Centos > 5.0 >> to 5.1, plus all of the yum updates that go with it. Now, RT is not >> working. >> >> We don't see any messages that stand out in our rt.log or in > /var/log/. >> Has anyone encountered this problem before? >> >> Craig Patterson >> Application Developer/SDE Administrator >> Northrop Grumman IT/City of Grand Rapids >> (616)456-3645 >> crpatter at grcity.us >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -- Keep up with me and what I'm up to: http://theillien.blogspot.com From mike.peachey at jennic.com Mon Feb 11 09:10:38 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 11 Feb 2008 14:10:38 +0000 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: <47B0567B.2030600@gmail.com> References: <47B05572.80009@gmail.com> <47B0567B.2030600@gmail.com> Message-ID: <47B0575E.4010709@jennic.com> Mathew Snyder wrote: > Something has to be showing up somewhere. Have you looked at the database logs? > Also the apache error_log when starting Apache. -- 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 __________________________________________________ From jesse at bestpractical.com Mon Feb 11 09:12:31 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Feb 2008 09:12:31 -0500 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: References: Message-ID: <20080211141230.GD16371@bestpractical.com> I'm going to take a wild guess and say that this might fix it: (As root) # perl -MCPAN -e'force install "Scalar::Util"' On Mon, Feb 11, 2008 at 08:51:51AM -0500, Patterson, Craig wrote: > We performed server updates last weekend, including updating Centos 5.0 > to 5.1, plus all of the yum updates that go with it. Now, RT is not > working. > > We don't see any messages that stand out in our rt.log or in /var/log/. > > Has anyone encountered this problem before? > > Craig Patterson > Application Developer/SDE Administrator > Northrop Grumman IT/City of Grand Rapids > (616)456-3645 > crpatter at grcity.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From crpatter at ci.grand-rapids.mi.us Mon Feb 11 09:05:23 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Mon, 11 Feb 2008 09:05:23 -0500 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: <47B05572.80009@gmail.com> References: <47B05572.80009@gmail.com> Message-ID: Nothing, just a blank screen. I've cleared the mason cache, stopped apache, and started apache with no luck. It's really strange, there doesn't seem to be any error messages anywhere that I can find. Craig -----Original Message----- From: Mathew Snyder [mailto:mathew.snyder at gmail.com] Sent: Monday, February 11, 2008 9:02 AM To: Patterson, Craig Cc: RT Users Subject: Re: [rt-users] Centos 5.1 update blew up RT What, exactly, is RT doing? Mathew Patterson, Craig wrote: > We performed server updates last weekend, including updating Centos 5.0 > to 5.1, plus all of the yum updates that go with it. Now, RT is not > working. > > We don't see any messages that stand out in our rt.log or in /var/log/. > > Has anyone encountered this problem before? > > Craig Patterson > Application Developer/SDE Administrator > Northrop Grumman IT/City of Grand Rapids > (616)456-3645 > crpatter at grcity.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com From crpatter at ci.grand-rapids.mi.us Mon Feb 11 09:27:43 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Mon, 11 Feb 2008 09:27:43 -0500 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: <20080211141230.GD16371@bestpractical.com> References: <20080211141230.GD16371@bestpractical.com> Message-ID: Success! Thanks Jesse, that did the trick. Thanks to everyone else who sent suggestions as well. Once again, I'm indebted to the RT list. Craig Patterson -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, February 11, 2008 9:13 AM To: Patterson, Craig Cc: RT Users Subject: Re: [rt-users] Centos 5.1 update blew up RT I'm going to take a wild guess and say that this might fix it: (As root) # perl -MCPAN -e'force install "Scalar::Util"' On Mon, Feb 11, 2008 at 08:51:51AM -0500, Patterson, Craig wrote: > We performed server updates last weekend, including updating Centos 5.0 > to 5.1, plus all of the yum updates that go with it. Now, RT is not > working. > > We don't see any messages that stand out in our rt.log or in /var/log/. > > Has anyone encountered this problem before? > > Craig Patterson > Application Developer/SDE Administrator > Northrop Grumman IT/City of Grand Rapids > (616)456-3645 > crpatter at grcity.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jmoseley at corp.xanadoo.com Mon Feb 11 09:35:53 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Mon, 11 Feb 2008 08:35:53 -0600 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: Message-ID: Jesse, would you mind sharing how you came up with your theory? James Moseley "Patterson, Craig" "Jesse Vincent" Sent by: rt-users-bounces@ cc lists.bestpractic RT Users al.com Subject Re: [rt-users] Centos 5.1 update 02/11/2008 08:27 blew up RT AM Success! Thanks Jesse, that did the trick. Thanks to everyone else who sent suggestions as well. Once again, I'm indebted to the RT list. Craig Patterson -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, February 11, 2008 9:13 AM To: Patterson, Craig Cc: RT Users Subject: Re: [rt-users] Centos 5.1 update blew up RT I'm going to take a wild guess and say that this might fix it: (As root) # perl -MCPAN -e'force install "Scalar::Util"' On Mon, Feb 11, 2008 at 08:51:51AM -0500, Patterson, Craig wrote: > We performed server updates last weekend, including updating Centos 5.0 > to 5.1, plus all of the yum updates that go with it. Now, RT is not > working. > > We don't see any messages that stand out in our rt.log or in /var/log/. > > Has anyone encountered this problem before? > > Craig Patterson > Application Developer/SDE Administrator > Northrop Grumman IT/City of Grand Rapids > (616)456-3645 > crpatter at grcity.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jsmoriss at mvlan.net Mon Feb 11 10:03:02 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Mon, 11 Feb 2008 15:03:02 +0000 Subject: [rt-users] Approved tickets not 'opened'... Message-ID: <20080211150302.GC28781@zaphod.mvlan.net> Hi everyone, I'm setting a status of approvlreq for tickets that need approval. Everything is working fine, except that once approved, the ticket's status doesn't change! I would expect this scrip in the ___Approval queue should be doing the job, right? - When a ticket has been approved by all approvers, add correspondence to the original ticket - On Resolve User Defined with template All Approvals Passed ---BEGIN--- # Find all the tickets that depend on this (that this is approving) my $Ticket = $self->TicketObj; my @TOP = $Ticket->AllDependedOnBy( Type => 'ticket' ); my $links = $Ticket->DependedOnBy; my $passed = 0; while (my $link = $links->Next) { my $obj = $link->BaseObj; next if ($obj->HasUnresolvedDependencies( Type => 'approval' )); if ($obj->Type eq 'ticket') { $obj->Comment( Content => $self->loc("Your request has been approved."), ); $T::Approval = $Ticket; # so we can access it inside templates $self->{TicketObj} = $obj; # we want the original id in the token line $passed = 1; } elsif ($obj->Type eq 'approval') { $obj->SetStatus( Status => 'open', Force => 1, ); } elsif ($RT::UseCodeTickets and $obj->Type eq 'code') { my $code = $obj->Transactions->First->Content; my $rv; foreach my $TOP (@TOP) { local $@; $rv++ if eval $code; $RT::Logger->error("Cannot eval code: $@") if $@; } if ($rv or !@TOP) { $obj->SetStatus( Status => 'resolved', Force => 1, ); } else { $obj->SetStatus( Status => 'rejected', Force => 1, ); } } } # Now magically turn myself into a Requestor Notify object... require RT::Action::Notify; bless($self, 'RT::Action::Notify'); $self->{Argument} = 'Requestor'; $self->Prepare; return 0; # ignore $passed; ---END--- The comment gets added, but the status is never set to 'open'... Should I just remove the "elsif ($obj->Type eq 'approval')" condition and merge the SetStatus command with the "($obj->Type eq 'ticket')" section? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From javoskam at uwaterloo.ca Mon Feb 11 10:15:36 2008 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Mon, 11 Feb 2008 10:15:36 -0500 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: References: Message-ID: <47B06698.409@uwaterloo.ca> jmoseley at corp.xanadoo.com wrote: > Jesse, would you mind sharing how you came up with your theory? > > > James Moseley > > > Success! > > Thanks Jesse, that did the trick. > > Thanks to everyone else who sent suggestions as well. Once again, I'm > indebted to the RT list. > > Craig Patterson > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Monday, February 11, 2008 9:13 AM > To: Patterson, Craig > Cc: RT Users > Subject: Re: [rt-users] Centos 5.1 update blew up RT > > I'm going to take a wild guess and say that this might fix it: > > (As root) > > # perl -MCPAN -e'force install "Scalar::Util"' > RedHat (and therefore CentOS) tends to build perl with weakened references off. This "breaks" Scalar::Util from RT's requirements/point of view. Jeff Voskamp From oliver.jeeves at geneity.co.uk Mon Feb 11 11:31:15 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Mon, 11 Feb 2008 16:31:15 +0000 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. Message-ID: <1202747475.1771.8.camel@batfink.geneity> Hi, I've asked this question before, but didn't get a responce, so sorry for repeating myself: http://lists.bestpractical.com/pipermail/rt-users/2008-January/049721.html Basically, I want some users to use the self service interface, but to be able to see all the tickets in a particular queue. To do this, I would need either to somehow cause some priveledged users to be presented with the self service interface. Or, add unpriveledged users to a group and user a trigger to add the group as a CC for tickets in that queue. What would people suggest for achieving this? Is there an easier solution that I have overlooked? Regards, Oliver. From elacour at easter-eggs.com Mon Feb 11 11:43:14 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 11 Feb 2008 17:43:14 +0100 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <1202747475.1771.8.camel@batfink.geneity> References: <1202747475.1771.8.camel@batfink.geneity> Message-ID: <20080211164314.GH9722@easter-eggs.com> On Mon, Feb 11, 2008 at 04:31:15PM +0000, Oliver Jeeves wrote: > Hi, > > I've asked this question before, but didn't get a responce, so sorry for > repeating myself: > > http://lists.bestpractical.com/pipermail/rt-users/2008-January/049721.html > > Basically, I want some users to use the self service interface, but to > be able to see all the tickets in a particular queue. > > To do this, I would need either to somehow cause some priveledged users > to be presented with the self service interface. > > Or, add unpriveledged users to a group and user a trigger to add the > group as a CC for tickets in that queue. > > What would people suggest for achieving this? > Here we put custommers as Privileged and give them the correct rights to see their tickets (one queue per customer) using scripts from our customers database. Don't know if this is the best way, but it meet our needs ;) From oliver.jeeves at geneity.co.uk Mon Feb 11 11:51:16 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Mon, 11 Feb 2008 16:51:16 +0000 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <20080211164314.GH9722@easter-eggs.com> References: <1202747475.1771.8.camel@batfink.geneity> <20080211164314.GH9722@easter-eggs.com> Message-ID: <1202748676.1771.11.camel@batfink.geneity> On Mon, 2008-02-11 at 17:43 +0100, Emmanuel Lacour wrote: > On Mon, Feb 11, 2008 at 04:31:15PM +0000, Oliver Jeeves wrote: > > > > Basically, I want some users to use the self service interface, but to > > be able to see all the tickets in a particular queue. > > > > To do this, I would need either to somehow cause some priveledged users > > to be presented with the self service interface. > > > > Or, add unpriveledged users to a group and user a trigger to add the > > group as a CC for tickets in that queue. > > > > What would people suggest for achieving this? > > > > Here we put custommers as Privileged and give them the correct rights to > see their tickets (one queue per customer) using scripts from our > customers database. > > Don't know if this is the best way, but it meet our needs ;) The only problem with that, is that we'd prefer to present our customers with the self service interface, rather then the priveledged user interface. From Robert.Grasso at cedrat.com Mon Feb 11 11:49:53 2008 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Mon, 11 Feb 2008 17:49:53 +0100 Subject: [rt-users] Centos 5.1 update blew up RT In-Reply-To: <47B06698.409@uwaterloo.ca> Message-ID: The RedHat support *just* announced me they added the 'weaken' sub to perl 5.8.8 as part of RHEL v5 ... I did not verify yet ... --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jeff > Voskamp > Sent: Monday, February 11, 2008 4:16 PM > To: jmoseley at corp.xanadoo.com > Cc: RT Users; rt-users-bounces at lists.bestpractical.com > Subject: Re: [rt-users] Centos 5.1 update blew up RT > > > jmoseley at corp.xanadoo.com wrote: > > Jesse, would you mind sharing how you came up with your theory? > > > > > > James Moseley > > > > > > Success! > > > > Thanks Jesse, that did the trick. > > > > Thanks to everyone else who sent suggestions as well. Once again, I'm > > indebted to the RT list. > > > > Craig Patterson > > > > -----Original Message----- > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sent: Monday, February 11, 2008 9:13 AM > > To: Patterson, Craig > > Cc: RT Users > > Subject: Re: [rt-users] Centos 5.1 update blew up RT > > > > I'm going to take a wild guess and say that this might fix it: > > > > (As root) > > > > # perl -MCPAN -e'force install "Scalar::Util"' > > > RedHat (and therefore CentOS) tends to build perl with weakened > references off. This "breaks" Scalar::Util from RT's requirements/point > of view. > > Jeff Voskamp > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Mon Feb 11 12:13:02 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 11 Feb 2008 18:13:02 +0100 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <1202748676.1771.11.camel@batfink.geneity> References: <1202747475.1771.8.camel@batfink.geneity> <20080211164314.GH9722@easter-eggs.com> <1202748676.1771.11.camel@batfink.geneity> Message-ID: <20080211171302.GJ9722@easter-eggs.com> On Mon, Feb 11, 2008 at 04:51:16PM +0000, Oliver Jeeves wrote: > > > The only problem with that, is that we'd prefer to present our customers > with the self service interface, rather then the priveledged user > interface. > Privileged users can access /SelfService, here we limit customer access to /SelfService on our reverse-proxy. From joe.casadonte at oracle.com Mon Feb 11 12:16:17 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 11 Feb 2008 12:16:17 -0500 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <1202748676.1771.11.camel@batfink.geneity> References: <1202747475.1771.8.camel@batfink.geneity> <20080211164314.GH9722@easter-eggs.com> <1202748676.1771.11.camel@batfink.geneity> Message-ID: <47B082E1.3060209@oracle.com> On 2/11/2008 11:51 AM, Oliver Jeeves wrote: > The only problem with that, is that we'd prefer to present our customers > with the self service interface, rather then the priveledged user > interface. I have a code bit up on the Wiki that lets our privileged users select which interface they want, the Self-Service or the normal one. You should be able to adapt that to your needs by using a custom group right instead of a cookie. http://wiki.bestpractical.com/view/BasicVsAdvancedInterface For more on creating a custom group right: http://wiki.bestpractical.com/view/MoreAboutPrivilegedUsers Hope that helps! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From oliver.jeeves at geneity.co.uk Mon Feb 11 12:18:30 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Mon, 11 Feb 2008 17:18:30 +0000 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <20080211171302.GJ9722@easter-eggs.com> References: <1202747475.1771.8.camel@batfink.geneity> <20080211164314.GH9722@easter-eggs.com> <1202748676.1771.11.camel@batfink.geneity> <20080211171302.GJ9722@easter-eggs.com> Message-ID: <1202750310.1771.14.camel@batfink.geneity> On Mon, 2008-02-11 at 18:13 +0100, Emmanuel Lacour wrote: > On Mon, Feb 11, 2008 at 04:51:16PM +0000, Oliver Jeeves wrote: > > > > > > The only problem with that, is that we'd prefer to present our customers > > with the self service interface, rather then the priveledged user > > interface. > > > > Privileged users can access /SelfService, here we limit customer access > to /SelfService on our reverse-proxy. > I'm not sure that solution will work for us since I don't currently know how we will be providing access to our customers, I can't guarentee that we'll be able to identify connection from our customers as opposed to connections from _actually_ priveledged users in Apache. From joe.casadonte at oracle.com Mon Feb 11 10:24:06 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 11 Feb 2008 10:24:06 -0500 Subject: [rt-users] Anyone using RT with SQLite? In-Reply-To: <47AFB6CC.9040400@uwaterloo.ca> References: <47AF8A07.7090706@oracle.com> <20080211004651.GA16371@bestpractical.com> <47AFB6CC.9040400@uwaterloo.ca> Message-ID: <47B06896.2060708@oracle.com> On 2/10/2008 9:45 PM, Jeff Voskamp wrote: > My RT at home was originally running on a dual PIII-500 system with 768M > of RAM. > Did RT, general web services, email, a small news feed and all the other > non-workstation jobs. > Ran fast enough for what I needed. Was it running SQLite, or some other DB? If you switched off of SQLite, how long were you using it and why did you switch? Thanks! -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From epeterson at edc.org Mon Feb 11 12:20:10 2008 From: epeterson at edc.org (Erik Peterson) Date: Mon, 11 Feb 2008 12:20:10 -0500 Subject: [rt-users] SelfService Redirects Message-ID: <35589DD47219F14BBFE1446979A831B40C70D736@athena.ad.edc.org> Hi, I have an installation of RT 3.6.6. We were getting ourselves ready to release the Self Service interface to our company (RT is used for HelpDesk tracking here). I know that Self Service was working at one point, but then time passed and the plan was shelved for a while. Now that we're back looking at it, Self Service is causing problems when anyone actually tries to view a ticket. Firefox reports: "The page isn't redirecting properly. Firefox has detected that the server is redirecting the request for this address in a way that will never complete." I was wondering if the upgrade to 3.6.4 a while back was when it broke: >From the 3.6.4 Announcement: * Implement redirect after update in SelfService as it's implemented in the full interface, so people can reload page without side effects. Thanks to doogles and Todd Chapman. That was the only thing I could find in the archives that matched some of the issues I saw. Here's one of the lines in the Apache logs that shows the redirect happening (edited some IPs, domains, etc.) 155.xx.xx.xxx - - [11/Feb/2008:12:13:33 -0500] "GET /SelfService/Display.html?id=2907 HTTP/1.1" 302 238 "http://x.mydomain.org/SelfService/" "Mozilla/5.0 (Macintosh; U; Intel Mac OS X; en-US; rv:1.8.1.12) Gecko/20080201 Firefox/2.0.0.12" The only non-standard thing I think we use is the LDAP auth overlay which does work fine. Self Service does this both for privileged and unprivileged users in the SelfService area. All of the non-SelfService features seem to be fine. If anyone can point me to a starting place, I'll be glad to investigate more. Thanks, Erik From barnesaw at ucrwcu.rwc.uc.edu Mon Feb 11 12:33:40 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 11 Feb 2008 12:33:40 -0500 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <47B082E1.3060209@oracle.com> References: <1202747475.1771.8.camel@batfink.geneity> <20080211164314.GH9722@easter-eggs.com> <1202748676.1771.11.camel@batfink.geneity> <47B082E1.3060209@oracle.com> Message-ID: <47B086F4.4070609@ucrwcu.rwc.uc.edu> I haven't played with this, but one could conceivably create and RT Attribute that lets a user choose basic or advanced and only allow certain groups access to change it. Just default to basic? Joe Casadonte wrote: > On 2/11/2008 11:51 AM, Oliver Jeeves wrote: > > >> The only problem with that, is that we'd prefer to present our customers >> with the self service interface, rather then the priveledged user >> interface. >> > > I have a code bit up on the Wiki that lets our privileged users select > which interface they want, the Self-Service or the normal one. You > should be able to adapt that to your needs by using a custom group right > instead of a cookie. > > http://wiki.bestpractical.com/view/BasicVsAdvancedInterface > > For more on creating a custom group right: > > http://wiki.bestpractical.com/view/MoreAboutPrivilegedUsers > > Hope that helps! > > From barnesaw at ucrwcu.rwc.uc.edu Mon Feb 11 12:36:43 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 11 Feb 2008 12:36:43 -0500 Subject: [rt-users] Anyone using RT with SQLite? In-Reply-To: <47B06896.2060708@oracle.com> References: <47AF8A07.7090706@oracle.com> <20080211004651.GA16371@bestpractical.com> <47AFB6CC.9040400@uwaterloo.ca> <47B06896.2060708@oracle.com> Message-ID: <47B087AB.1070801@ucrwcu.rwc.uc.edu> I ran a production RT box on a PIII 1 GHz with 512 MB using mysql. It was all I had until I was able to dig something newer out. I would imagine that would be enough for what it sounds like you are doing, provided you aren't trying to run too much else on it. Joe Casadonte wrote: > On 2/10/2008 9:45 PM, Jeff Voskamp wrote: > > >> My RT at home was originally running on a dual PIII-500 system with 768M >> of RAM. >> Did RT, general web services, email, a small news feed and all the other >> non-workstation jobs. >> Ran fast enough for what I needed. >> > > Was it running SQLite, or some other DB? If you switched off of SQLite, > how long were you using it and why did you switch? Thanks! > > From KFCrocker at lbl.gov Mon Feb 11 13:18:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 10:18:13 -0800 Subject: [rt-users] Why Resolve + Comment? In-Reply-To: <20080209080013.GA31348@easter-eggs.com> References: <20080208181210.GE25458@zaphod.mvlan.net> <20080209080013.GA31348@easter-eggs.com> Message-ID: <47B09165.3080303@lbl.gov> Emmanuel, We simply created our own "Resolve" template and include in that template the last comment made when the ticket was resolved. That way we didn't have to mess with any overrides or defaults in native RT. Kenn LBNL On 2/9/2008 12:00 AM, Emmanuel Lacour wrote: > On Fri, Feb 08, 2008 at 06:12:10PM +0000, Jean-Sebastien Morisset wrote: >> Hi everyone, >> >> I have a small problem with my users... One of them will take ownership >> of the ticket, work the problem, choose 'Resolve' and write what they >> did in the text box. >> >> This means the requestor doesn't see the summary of work done because >> it's a comment and not a reply. >> >> Is there a reason Resolve defaults to a Comment, and is there a way to >> change the default to Reply? >> > > For the reason, maybe because there is already an auto-reply sent to the > requestor, so no need for another reply. AW it depends highly on > organizations that uses RT and their workflows. > > To change it, do the following: > > - copy share/html/Ticket/Elements/Tabs to > local/html/Ticket/Elements/Tabs > - edit this file to change the line 157 (as of 3.6.6): > > before: > > path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id, > > after: > > path => "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $id, > > Then empty your Mason cache and restart your webserver. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Feb 11 13:19:36 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 10:19:36 -0800 Subject: [rt-users] Log in Issues. In-Reply-To: <20080209080608.GB31348@easter-eggs.com> References: <15361064.post@talk.nabble.com> <20080209080608.GB31348@easter-eggs.com> Message-ID: <47B091B8.5020906@lbl.gov> Emmanuel, We resolved that problem by modifying Apache to lock at the transaction level. That solved the problem for us. Kenn LBNL On 2/9/2008 12:06 AM, Emmanuel Lacour wrote: > On Fri, Feb 08, 2008 at 10:18:50AM -0800, aeternaleto wrote: >> I am have some difficulties staying logged in as root with Rt Tracker. I >> have tried googling my problem but can't seem to find a resolution. I am >> running Gentoo and my browser (Firefox) has been set to accept all cookies >> > > Dear RT user, can you give use more informations, RT version, Database > type? There is a problem of this kind before RT 3.6.6 with file sessions > (typical with Oracle database): > > http://www.gossamer-threads.com/lists/rt/users/70763 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Mon Feb 11 13:38:46 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 11 Feb 2008 13:38:46 -0500 Subject: [rt-users] Log in Issues. In-Reply-To: <47B091B8.5020906@lbl.gov> References: <15361064.post@talk.nabble.com> <20080209080608.GB31348@easter-eggs.com> <47B091B8.5020906@lbl.gov> Message-ID: <6.2.3.4.2.20080211132907.047dc0e0@po14.mit.edu> At Monday 2/11/2008 01:19 PM, Kenneth Crocker wrote: >Emmanuel, > > > We resolved that problem by modifying Apache to lock at the > transaction >level. That solved the problem for us. > > >Kenn >LBNL Kenn - you modified Apache? In what way? Emmanuel - look in the list archives for Alexandr Ciornii's mail from December 30, 2007, subject "RT 3.6 requires two or three logins with firefox and IE". It includes a patch that solved the problem for us. Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IS&T) From KFCrocker at lbl.gov Mon Feb 11 13:44:59 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 10:44:59 -0800 Subject: [rt-users] Approved tickets not 'opened'... In-Reply-To: <20080211150302.GC28781@zaphod.mvlan.net> References: <20080211150302.GC28781@zaphod.mvlan.net> Message-ID: <47B097AB.8010301@lbl.gov> Jean-Sebastien, We use the following scrip for notifying the requestor that the ticket has been approved: # condition execution on CF Review Process my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Review Process"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "Review Complete-Approved") { return 1; } } return 0; Then we follow that with another scrip that "modifies" ticket info, that is triggered by the same CF change: #---------------------------------------------------------------------------- # Custom action preparation code: #---------------------------------------------------------------------------- return 1; #---------------------------------------------------------------------------- # Custom action cleanup code: #---------------------------------------------------------------------------- # set new Ticket Owner value my $Ticket = $self->TicketObj; $Ticket->SetStatus("new"); $Ticket->SetOwner(10, 'Force'); return 1; We like to wait before transferring the ticket to it's queue because we don't like the support queue to have too many tickets not being worked on. However, if we did want it to automatically transfer we would add code to set the queue. Of course, you may want a different result. We want the ticket to be owned by "nobody" because we don't know who it will be assigned to and we want it to stay as "new" until the owner (when assigned) actually opens it for work and since he may be working on several tickets, that may not happen right away. When the ticket does get opened, we send another notification to the requestor letting them know the new status. Hope this helps. Kenn LBNL On 2/11/2008 7:03 AM, Jean-Sebastien Morisset wrote: > Hi everyone, > > I'm setting a status of approvlreq for tickets that need approval. > Everything is working fine, except that once approved, the ticket's > status doesn't change! I would expect this scrip in the ___Approval > queue should be doing the job, right? > > - When a ticket has been approved by all approvers, add correspondence to the original ticket > - On Resolve User Defined with template All Approvals Passed > > ---BEGIN--- > # Find all the tickets that depend on this (that this is approving) > > my $Ticket = $self->TicketObj; > my @TOP = $Ticket->AllDependedOnBy( Type => 'ticket' ); > my $links = $Ticket->DependedOnBy; > my $passed = 0; > > while (my $link = $links->Next) { > my $obj = $link->BaseObj; > next if ($obj->HasUnresolvedDependencies( Type => 'approval' )); > if ($obj->Type eq 'ticket') { > $obj->Comment( Content => $self->loc("Your request has been approved."), ); > $T::Approval = $Ticket; # so we can access it inside templates > $self->{TicketObj} = $obj; # we want the original id in the token line > $passed = 1; > } elsif ($obj->Type eq 'approval') { > $obj->SetStatus( Status => 'open', Force => 1, ); > } elsif ($RT::UseCodeTickets and $obj->Type eq 'code') { > my $code = $obj->Transactions->First->Content; > my $rv; > foreach my $TOP (@TOP) { > local $@; > $rv++ if eval $code; > $RT::Logger->error("Cannot eval code: $@") if $@; > } > if ($rv or !@TOP) { > $obj->SetStatus( Status => 'resolved', Force => 1, ); > } else { > $obj->SetStatus( Status => 'rejected', Force => 1, ); > } > } > } > > # Now magically turn myself into a Requestor Notify object... > require RT::Action::Notify; bless($self, 'RT::Action::Notify'); > $self->{Argument} = 'Requestor'; $self->Prepare; > > return 0; # ignore $passed; > ---END--- > > The comment gets added, but the status is never set to 'open'... Should > I just remove the "elsif ($obj->Type eq 'approval')" condition and merge > the SetStatus command with the "($obj->Type eq 'ticket')" section? > > Thanks, > js. From pauloandrade at ist.utl.pt Mon Feb 11 13:56:00 2008 From: pauloandrade at ist.utl.pt (Paulo Filipe Andrade) Date: Mon, 11 Feb 2008 18:56:00 +0000 Subject: [rt-users] RT creates a new session every 'Take', 'Update Ticket', 'Save' Message-ID: Hi, I'm testing out rt3.6.6 and found that every time I create a ticket, update a ticket, or take a ticket (possibly even with more actions) I get sent back to the login page. In the logs everything seems fine.. I have set firefox to ask me before storing cookies, and found that whenever I click one of the mentioned actions I get a new session cookie. Of course, in the new session I'm not yet authenticated, therefore I get sent back to the login page. I'm using postgres, but have also tried setting $WebSessionClass to 'Apache::Session::File', but the problem persists. I have searched and found many others with this type of problem (example: http://www.gossamer-threads.com/lists/rt/users/58833?search_string=back%20to%20login;#58833) , but have not found a solution! Any guidance toward debugging this is welcome! Paulo F. Andrade pauloandrade at ist.utl.pt From KFCrocker at lbl.gov Mon Feb 11 13:58:03 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 10:58:03 -0800 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <1202748676.1771.11.camel@batfink.geneity> References: <1202747475.1771.8.camel@batfink.geneity> <20080211164314.GH9722@easter-eggs.com> <1202748676.1771.11.camel@batfink.geneity> Message-ID: <47B09ABB.7070101@lbl.gov> Oliver, Are you using LDAP or any kind of external look up method? Have you considered modifying your RT-Config settings to allow self-service users to be added as "unprivileged" users? That way you could grant "CreateTicket" and "SeeQueue" rights to "Everyone". Keep the rights for seeing specific tickets, etc to privileged users. That way a self-service user will be able to verify where their ticket is but not get into it. If you want them to see it ("ShowTicket") and reply ("RepltToTicket"), then you grant those rights as well, but not to everybody. Hope this helps. Kenn LBNL On 2/11/2008 8:51 AM, Oliver Jeeves wrote: > On Mon, 2008-02-11 at 17:43 +0100, Emmanuel Lacour wrote: >> On Mon, Feb 11, 2008 at 04:31:15PM +0000, Oliver Jeeves wrote: >>> Basically, I want some users to use the self service interface, but to >>> be able to see all the tickets in a particular queue. >>> >>> To do this, I would need either to somehow cause some priveledged users >>> to be presented with the self service interface. >>> >>> Or, add unpriveledged users to a group and user a trigger to add the >>> group as a CC for tickets in that queue. >>> >>> What would people suggest for achieving this? >>> >> Here we put custommers as Privileged and give them the correct rights to >> see their tickets (one queue per customer) using scripts from our >> customers database. >> >> Don't know if this is the best way, but it meet our needs ;) > > The only problem with that, is that we'd prefer to present our customers > with the self service interface, rather then the priveledged user > interface. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From pauloandrade at ist.utl.pt Mon Feb 11 14:56:10 2008 From: pauloandrade at ist.utl.pt (Paulo Filipe Andrade) Date: Mon, 11 Feb 2008 19:56:10 +0000 Subject: [rt-users] RT creates a new session every 'Take', 'Update Ticket', 'Save' In-Reply-To: References: Message-ID: SOLVED Ok i found out what was wrong, I had a trailing '/' in $WebBaseURL, and whenever I performed one of those actions the url changed to something like: http://server.com//rt/ Because of the two forward slashes after the hostname the already stored cookie wasn't being sent. Removing the trailing slash from the $WebBaseURL solved it. Thank you for your time. Paulo F. Andrade pauloandrade at ist.utl.pt On Feb 11, 2008, at 6:56 PM, Paulo Filipe Andrade wrote: > Hi, > > I'm testing out rt3.6.6 and found that every time I create a ticket, > update a ticket, or take a ticket (possibly even with more actions) I > get sent back to the login page. > > In the logs everything seems fine.. > > I have set firefox to ask me before storing cookies, and found that > whenever I click one of the mentioned actions I get a new session > cookie. Of course, in the new session I'm not yet authenticated, > therefore I get sent back to the login page. > > I'm using postgres, but have also tried setting $WebSessionClass to > 'Apache::Session::File', but the problem persists. > > I have searched and found many others with this type of problem > (example: http://www.gossamer-threads.com/lists/rt/users/58833?search_string=back%20to%20login;#58833) > , but have not found a solution! > > Any guidance toward debugging this is welcome! > > Paulo F. Andrade > pauloandrade at ist.utl.pt > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Feb 11 15:30:01 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 12:30:01 -0800 Subject: [rt-users] Log in Issues. In-Reply-To: <6.2.3.4.2.20080211132907.047dc0e0@po14.mit.edu> References: <15361064.post@talk.nabble.com> <20080209080608.GB31348@easter-eggs.com> <47B091B8.5020906@lbl.gov> <6.2.3.4.2.20080211132907.047dc0e0@po14.mit.edu> Message-ID: <47B0B049.4020804@lbl.gov> Stephen Turner, Well, I'm not an Apache guy, but my understanding is that with IE and Firefox, the "second sign-in" problem could be resolved by adding the "transaction" argument to the session parameter for creating a session. This is what I have: " > Did you tried adding 'Transaction' argument when creating session? > > Patch is attached. Very cool. It sounds like folks using file-locking are definitely winning with this. I suspect it got skipped at the time sessions were implemented because: (From the doc) > > Note that the Transaction argument has no practical effect on the MySQL > > and Postgres implementations. The MySQL implementation only supports > > exclusive locking, and the Postgres implementation uses the transaction > > features of that database." That's all I have. I handed this over to our support personnel and they took care of it. It's been working since then. There are, however, a few RT changes that can fix it. Jesse pointed them out after 3.6.4 came out: "It's almost certainly the case that you have multiple valid DNS domain names for your RT server. And RT's cookies are tied to a specific domain. Something like this: http://rt/ http://rt.mycompany.com/ http://rt3.mycompany.com/ http://www.rt.mycompany.com/ If you start at one and RT canonicalizes it to another, you might be fored to reauth.". Those are also possibilities. Hope this helps. Kenn LBNL On 2/11/2008 10:38 AM, Stephen Turner wrote: > At Monday 2/11/2008 01:19 PM, Kenneth Crocker wrote: >> Emmanuel, >> >> >> We resolved that problem by modifying Apache to lock at the >> transaction >> level. That solved the problem for us. >> >> >> Kenn >> LBNL > > > Kenn - you modified Apache? In what way? > > Emmanuel - look in the list archives for Alexandr Ciornii's mail from > December 30, 2007, subject "RT 3.6 requires two or three logins with > firefox and IE". It includes a patch that solved the problem for us. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT Information Services and Technology (IS&T) > > > From g8orade at yahoo.com Mon Feb 11 15:46:14 2008 From: g8orade at yahoo.com (Ed Matthews) Date: Mon, 11 Feb 2008 12:46:14 -0800 (PST) Subject: [rt-users] Security based on custom field values? Message-ID: <895507.45379.qm@web51103.mail.re2.yahoo.com> Is it possible to set up RT with ticket user access governed by the values in custom fields? Example: Set up a queue and add 2 custom fields that are mandatory for each ticket in the queue. * Suppliers (Single Select List of Values) * Clients (Single Select List of Values) Set up users by giving them one or more clients and one or more carriers. Accessing the queue presents to the user only those tickets where their client and supplier user access settings intersect the values of the tickets. Sample Roles: Clients can see all tickets no matter what supplier. Suppliers can see all tickets no matter what customer. Internal users can see all tickets for the clients and carriers given them, (up to all). Thanks, Ed Matthews, g8orade at yahoo.com ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at tommie.it Mon Feb 11 16:08:12 2008 From: me at tommie.it (Tommie Van Mechgelen) Date: Mon, 11 Feb 2008 22:08:12 +0100 Subject: [rt-users] default value for description field depending on queue Message-ID: <47B0B93C.9010609@tommie.it> Dear, is it possible to set the description field to a default value when you use "Create ticket in queue". E.g. we want to fill up the description field with some default questions our help desk person will ask the requester on phone. He then fills in the answer after the question. Can you tell me how I can fix this? The questions are different depending on the queue the ticket will be created in. I have looked around but did not find any answer. Thanks in advance. Kind Regards, tommie From KFCrocker at lbl.gov Mon Feb 11 18:03:43 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 15:03:43 -0800 Subject: [rt-users] Security based on custom field values? In-Reply-To: <895507.45379.qm@web51103.mail.re2.yahoo.com> References: <895507.45379.qm@web51103.mail.re2.yahoo.com> Message-ID: <47B0D44F.9020605@lbl.gov> Ed, It sounds like you are using Custom Fields for the purpose of seperating users and their clints/tickets and that is what queues are for. Why not just define different queues and put tickets with certain CF's into those queues with their own respective support groups? Kenn LBNL On 2/11/2008 12:46 PM, Ed Matthews wrote: > Is it possible to set up RT with ticket user access governed by the > values in custom fields? Example: > Set up a queue and add 2 custom fields that are mandatory for each > ticket in the queue. > * Suppliers (Single Select List of Values) > * Clients (Single Select List of Values) > Set up users by giving them one or more clients and one or more carriers. > Accessing the queue presents to the user only those tickets where their > client and supplier user access settings intersect the values of the > tickets. > > Sample Roles: > Clients can see all tickets no matter what supplier. > Suppliers can see all tickets no matter what customer. > Internal users can see all tickets for the clients and carriers given > them, (up to all). > > Thanks, > Ed Matthews, > g8orade at yahoo.com > > ------------------------------------------------------------------------ > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > it now. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Mon Feb 11 18:08:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 15:08:04 -0800 Subject: [rt-users] default value for description field depending on queue In-Reply-To: <47B0B93C.9010609@tommie.it> References: <47B0B93C.9010609@tommie.it> Message-ID: <47B0D554.9040503@lbl.gov> Tommie, You could create several CF's for a ticket; one for each question you want to ask. Since tickets live in queues, you can set up different CF's for the tickets in a queue. Then, when the help desk person looks at the ticket or opens the ticket, they can modify the CF with an answer/selection for those CF's. The initial setting for the CF can be set up in a scrip for that queue when a ticket is created. Different queues would have different scrips setting the default CF value. Hope this helps. Kenn LBNL On 2/11/2008 1:08 PM, Tommie Van Mechgelen wrote: > Dear, > > is it possible to set the description field to a default value when you > use "Create ticket in queue". > > E.g. we want to fill up the description field with some default > questions our help desk person will ask the requester on phone. He then > fills in the answer after the question. > > Can you tell me how I can fix this? The questions are different > depending on the queue the ticket will be created in. > > I have looked around but did not find any answer. > > Thanks in advance. > > Kind Regards, > tommie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Feb 11 19:32:51 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 11 Feb 2008 16:32:51 -0800 Subject: [rt-users] Log in Issues. In-Reply-To: <6.2.3.4.2.20080211132907.047dc0e0@po14.mit.edu> References: <15361064.post@talk.nabble.com> <20080209080608.GB31348@easter-eggs.com> <47B091B8.5020906@lbl.gov> <6.2.3.4.2.20080211132907.047dc0e0@po14.mit.edu> Message-ID: <47B0E933.3000203@lbl.gov> Stephen, AAAHHH. I found the Apache change. In the directory where you keep "SetupSessionCookie" do the following: Modify SetupSessionCookie by changing the "my $session_properties;" code by adding "Transaction => 1," at end before the "else" line. That's what we did. Kenn LBNL On 2/11/2008 10:38 AM, Stephen Turner wrote: > At Monday 2/11/2008 01:19 PM, Kenneth Crocker wrote: >> Emmanuel, >> >> >> We resolved that problem by modifying Apache to lock at the >> transaction >> level. That solved the problem for us. >> >> >> Kenn >> LBNL > > > Kenn - you modified Apache? In what way? > > Emmanuel - look in the list archives for Alexandr Ciornii's mail from > December 30, 2007, subject "RT 3.6 requires two or three logins with > firefox and IE". It includes a patch that solved the problem for us. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT Information Services and Technology (IS&T) > > > From g8orade at yahoo.com Mon Feb 11 21:21:17 2008 From: g8orade at yahoo.com (Ed Matthews) Date: Mon, 11 Feb 2008 18:21:17 -0800 (PST) Subject: [rt-users] Security based on custom field values? Message-ID: <927374.91155.qm@web51112.mail.re2.yahoo.com> How does one securely slice "across" if you do it this way? So pick one variable or the other, clients or suppliers. We are a contractor in the middle managing complaints, but with a workflow where a complaint may need to be assigned to a supplier rep or a client at some point in the process. Say we create queues by client. Each client would see his quick search, our users could see all clients' queues as assigned. We could have a supplier custom field on each ticket in a client queue, and we could create a custom query to run a report of complaints by supplier, for all clients. In this setup, how would a supplier see his tickets and only his across any client queue? Many thanks, Ed ----- Original Message ---- From: Kenneth Crocker To: Ed Matthews Cc: rt-users at lists.bestpractical.com Sent: Monday, February 11, 2008 6:03:43 PM Subject: Re: [rt-users] Security based on custom field values? Ed, It sounds like you are using Custom Fields for the purpose of seperating users and their clints/tickets and that is what queues are for. Why not just define different queues and put tickets with certain CF's into those queues with their own respective support groups? Kenn LBNL On 2/11/2008 12:46 PM, Ed Matthews wrote: > Is it possible to set up RT with ticket user access governed by the > values in custom fields? Example: > Set up a queue and add 2 custom fields that are mandatory for each > ticket in the queue. > * Suppliers (Single Select List of Values) > * Clients (Single Select List of Values) > Set up users by giving them one or more clients and one or more carriers. > Accessing the queue presents to the user only those tickets where their > client and supplier user access settings intersect the values of the > tickets. > > Sample Roles: > Clients can see all tickets no matter what supplier. > Suppliers can see all tickets no matter what customer. > Internal users can see all tickets for the clients and carriers given > them, (up to all). > > Thanks, > Ed Matthews, > g8orade at yahoo.com > > ------------------------------------------------------------------------ > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > it now. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs -------------- next part -------------- An HTML attachment was scrubbed... URL: From oliver.jeeves at geneity.co.uk Tue Feb 12 04:29:26 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Tue, 12 Feb 2008 09:29:26 +0000 Subject: [rt-users] Allowing unpriveledged users to see an entire queue. In-Reply-To: <47B09ABB.7070101@lbl.gov> References: <1202747475.1771.8.camel@batfink.geneity> <20080211164314.GH9722@easter-eggs.com> <1202748676.1771.11.camel@batfink.geneity> <47B09ABB.7070101@lbl.gov> Message-ID: <1202808566.16349.2.camel@batfink.geneity> On Mon, 2008-02-11 at 10:58 -0800, Kenneth Crocker wrote: > Oliver, > > > Are you using LDAP or any kind of external look up method? Have you > considered modifying your RT-Config settings to allow self-service users > to be added as "unprivileged" users? That way you could grant > "CreateTicket" and "SeeQueue" rights to "Everyone". Keep the rights for > seeing specific tickets, etc to privileged users. That way a > self-service user will be able to verify where their ticket is but not > get into it. If you want them to see it ("ShowTicket") and reply > ("RepltToTicket"), then you grant those rights as well, but not to > everybody. Hope this helps. > > Kenn > LBNL I understand how to use unpriveledged users. The problem is, that unpriveledged users only get a list of tickets for which they are a requestor of some sort, which is only usually tickets that they created. What I want, is for them to be able to see an entire queue. ie. tickets created by other people, without requiring a priveledged user to manually add them as a CC. From oliver.jeeves at geneity.co.uk Tue Feb 12 07:15:57 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Tue, 12 Feb 2008 12:15:57 +0000 Subject: [rt-users] Custom fields for groups. Message-ID: <1202818557.16349.14.camel@batfink.geneity> I'm confused about custom fields for groups. If I create a custom field, and set 'applies to' to be groups, I don't appear to be able to set this field when editing a group or creating a new group, like I'd expect to be able to. In fact, I don't know where I can set this custom field at all. Have I misunderstood something? From mario.aeby at dkf.unibe.ch Tue Feb 12 08:07:36 2008 From: mario.aeby at dkf.unibe.ch (Mario Aeby) Date: Tue, 12 Feb 2008 14:07:36 +0100 Subject: [rt-users] We found a merged ticket Message-ID: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> Hi there (Yes, I looked through the mailing list, found some similar issues, used google - other people seem to have noticed the error, but no final solution was mentioned yet) We're running RT 3.6.5 on Debian GNU/Linux 2.6.18-6-686 with Apache 2.2.3-4+etch3, MySQL 5.0.51-3 and Perl 5.8.8-7etch1. In the recent weeks RT got slower and slower from day to day. We're handling around 1000 Tickets right now. After turning on debug messages while requesting the details of one single ticket, the log got filled with tons of such messages: - -- [Tue Feb 12 00:23:55 2008] [debug]: We found a merged ticket.935/903 (/home/rt3/lib/RT/Ticket_Overlay.pm:273) ... 283 lines with similar meaning ... [Tue Feb 12 00:25:34 2008] [debug]: We found a merged ticket.1008/903 (/home/rt3/lib/RT/Ticket_Overlay.pm:273) - -- It took the page more than one and a half minute to load. I had a look at "Ticket_Overlay.pm" and found the following code structure: - -- sub Load { ... #If we're merged, resolve the merge. if ( ( $self->EffectiveId ) and ( $self->EffectiveId != $self- >Id ) ) { $RT::Logger->debug ("We found a merged ticket.". $self- >id ."/".$self->EffectiveId); return ( $self->Load( $self->EffectiveId ) ); } ... } - -- In my opinion $self->Load( $self->EffectiveId ) causes an infinite loop when there are tickets merged into the current one. Indeed, the programmer seems to have noticed this loop already when reading a comment at the beginning of the method: - -- #TODO modify this routine to look at EffectiveId and do the recursive load # thing. be careful to cache all the interim tickets we try so we don't loop forever. - -- Is there anything we can do to make RT fast again? (Please don't suggest throwing CPU, RAM etc. at it - IMHO it looks like a classic software bug which cannot resolved with better hardware). Thank you! Best regards Mario From oliver.jeeves at geneity.co.uk Tue Feb 12 08:51:40 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Tue, 12 Feb 2008 13:51:40 +0000 Subject: [rt-users] Custom fields for groups. In-Reply-To: <1202818557.16349.14.camel@batfink.geneity> References: <1202818557.16349.14.camel@batfink.geneity> Message-ID: <1202824300.16349.17.camel@batfink.geneity> On Tue, 2008-02-12 at 12:15 +0000, Oliver Jeeves wrote: > I'm confused about custom fields for groups. > > If I create a custom field, and set 'applies to' to be groups, I don't > appear to be able to set this field when editing a group or creating a > new group, like I'd expect to be able to. > > In fact, I don't know where I can set this custom field at all. > > Have I misunderstood something? OK, I've figured it out now. Configuration -> Global -> Custom Fields and enable them there. sorry. Bye. From jesse at bestpractical.com Tue Feb 12 09:21:53 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Feb 2008 09:21:53 -0500 Subject: [rt-users] We found a merged ticket In-Reply-To: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> Message-ID: <20080212142152.GI16371@bestpractical.com> > sub Load { > ... > #If we're merged, resolve the merge. > if ( ( $self->EffectiveId ) and ( $self->EffectiveId != $self- > >Id ) ) { > $RT::Logger->debug ("We found a merged ticket.". $self- > >id ."/".$self->EffectiveId); > return ( $self->Load( $self->EffectiveId ) ); > } > ... > } > - -- > > In my opinion $self->Load( $self->EffectiveId ) causes an infinite > loop when there are tickets merged into the current one. How is that an infinite loop? It's recursion, yes. But I don't believe it's infinite From mario.aeby at dkf.unibe.ch Tue Feb 12 09:38:06 2008 From: mario.aeby at dkf.unibe.ch (Mario Aeby) Date: Tue, 12 Feb 2008 15:38:06 +0100 Subject: [rt-users] We found a merged ticket In-Reply-To: <20080212142152.GI16371@bestpractical.com> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> Message-ID: <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> > How is that an infinite loop? It's recursion, yes. But I don't > believe > it's infinite Sorry for my wording - more accurately, we should call it "a recursion going mad". I hope my vocabulary isn't hindering anyone from diving into the actual issue ... Ciao Mario From jesse at bestpractical.com Tue Feb 12 09:59:43 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Feb 2008 09:59:43 -0500 Subject: [rt-users] We found a merged ticket In-Reply-To: <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> Message-ID: <20080212145942.GJ16371@bestpractical.com> On Tue, Feb 12, 2008 at 03:38:06PM +0100, Mario Aeby wrote: > >How is that an infinite loop? It's recursion, yes. But I don't > >believe > >it's infinite > > > Sorry for my wording - more accurately, we should call it "a > recursion going mad". I hope my vocabulary isn't hindering anyone > from diving into the actual issue ... Can you add another debugging statement to show what ticket #s are being loaded? (Possibly with Carp::cluck for backtraces to see where they're coming from) > Ciao > Mario > -- From fabric at northwestern.edu Tue Feb 12 10:11:16 2008 From: fabric at northwestern.edu (Chris Fabri) Date: Tue, 12 Feb 2008 09:11:16 -0600 Subject: [rt-users] Putting link to attachment in email Message-ID: <47B1B714.2030708@northwestern.edu> Greetings! I'm attempting to put links for attachments in emails, using the template provided here: http://wiki.bestpractical.com/view/AddAttachmentLinksToMail, specifically, the code for sending the link only for a given transaction that has an attachment: { my $res; my $Attachments = $Transaction->Attachments; $Attachments->Limit( FIELD => 'Filename', OPERATOR => '!=', VALUE => '' ); while (my $a = $Attachments->Next) { $res .= "New attachments:\n" unless ($res); $res .= " ". $RT::WebURL ."/Ticket/Attachment/". $a->TransactionId ."/". $a->id ."/". $a->Filename; } $res; } It actually puts the link in mostly fine, but I have 2 issues. The minor issue is that if the attachment has spaces in the filename, the url "stops" at the first space. This is mainly a cosmetic issue, but figured I'd bring it up if somebody has dealt with this. The major issue is that for whatever template/scrip combo I apply this to, it doesn't include any correspondence or comment that is added. Regardless if there is an attachment link. I simply get "This transaction appears to have no content" in the body of the message. The attachment link shows up and works (other than the above caveat), but I never see any content. Other ticket info that is referenced in the template (e.g. "Owner: {$Ticket->OwnerObj->Name}") shows up fine, but the transaction body doesn't. That's in the template as "{$Transaction->Content()}". Once I remove the attachment link scripting from the template, the message body works fine, so it's not an error elsewhere. Any input is appreciated. Thanks! chris From jesse at bestpractical.com Tue Feb 12 11:15:42 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Feb 2008 11:15:42 -0500 Subject: [rt-users] We found a merged ticket In-Reply-To: <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> <20080212145942.GJ16371@bestpractical.com> <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> Message-ID: <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> On Feb 12, 2008, at 11:13 AM, Mario Aeby wrote: >> Can you add another debugging statement to show what ticket #s are >> being >> loaded? > > Here you are: > Without the output of Carp::cluck, it's not so useful, unfortunately. perldoc Carp; From mario.aeby at dkf.unibe.ch Tue Feb 12 11:35:30 2008 From: mario.aeby at dkf.unibe.ch (Mario Aeby) Date: Tue, 12 Feb 2008 17:35:30 +0100 Subject: [rt-users] We found a merged ticket In-Reply-To: <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> <20080212145942.GJ16371@bestpractical.com> <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> Message-ID: <5648B756-BCCC-414B-BF80-AE0DFF595D9F@dkf.unibe.ch> > Without the output of Carp::cluck, it's not so useful, unfortunately. > > perldoc Carp; For all the poor souls out there requesting support and getting nothing more than perldoc thrown at them: - -- if ( ( $self->EffectiveId ) and ( $self->EffectiveId != $self->Id ) ) { $RT::Logger->debug ("We found a merged ticket.". $self- >id ."/".$self->EffectiveId); use Carp qw(cluck); cluck "Test"; return ( $self->Load( $self->EffectiveId ) ); } - -- From jesse at bestpractical.com Tue Feb 12 11:39:42 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Feb 2008 11:39:42 -0500 Subject: [rt-users] We found a merged ticket In-Reply-To: <5648B756-BCCC-414B-BF80-AE0DFF595D9F@dkf.unibe.ch> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> <20080212145942.GJ16371@bestpractical.com> <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> <5648B756-BCCC-414B-BF80-AE0DFF595D9F@dkf.unibe.ch> Message-ID: <1D2B135D-DAD2-488D-B123-B9171D793889@bestpractical.com> On Feb 12, 2008, at 11:35 AM, Mario Aeby wrote: >> Without the output of Carp::cluck, it's not so useful, unfortunately. >> >> perldoc Carp; > > > For all the poor souls out there requesting support and getting > nothing more than perldoc thrown at them: Cut me a bit of slack ;) I do all the digging for support requests for customers all day. Generally it's not considered wrong to ask an end- user of an opensource project to help with the debugging. Of course, if you want me to do all the work.... Best, Jesse > > - -- > if ( ( $self->EffectiveId ) and ( $self->EffectiveId != $self- > >Id ) ) { > $RT::Logger->debug ("We found a merged ticket.". $self- > >id ."/".$self->EffectiveId); > > use Carp qw(cluck); > cluck "Test"; > > return ( $self->Load( $self->EffectiveId ) ); > } > - -- > From mario.aeby at dkf.unibe.ch Tue Feb 12 11:43:24 2008 From: mario.aeby at dkf.unibe.ch (Mario Aeby) Date: Tue, 12 Feb 2008 17:43:24 +0100 Subject: [rt-users] We found a merged ticket In-Reply-To: <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> <20080212145942.GJ16371@bestpractical.com> <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> Message-ID: >> Without the output of Carp::cluck, it's not so useful, unfortunately. Seems way too much information for me ... I hope you can figure it out? -------------- next part -------------- A non-text attachment was scrubbed... Name: rt.log.zip Type: application/zip Size: 27879 bytes Desc: not available URL: From KFCrocker at lbl.gov Tue Feb 12 14:40:12 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 12 Feb 2008 11:40:12 -0800 Subject: [rt-users] Security based on custom field values? In-Reply-To: <927374.91155.qm@web51112.mail.re2.yahoo.com> References: <927374.91155.qm@web51112.mail.re2.yahoo.com> Message-ID: <47B1F61C.7010903@lbl.gov> Ed, If I understand this correctly, your "users" are really the ones who would assign a ticket? If so, then why not create a "Bucket" Queue for all of the tickets to be sent to initially. Only the "users" who do the assigning can see this queue. The look at the CF setting for the ticket, change it or watever and THEN, Move the ticket to the correct queue (I assume there are two; supplier and client). The suppliers (in one group) can only see tickets in the "supplier" queue and the clients (also in a seperate group) can only see tickets in the "client" queue. The users (in their own group) can see everything in all 3 queues and have "ModifyTicket" right. The CF is either defined globally OR not and applied to the appropriate queues. This last may be a consideration in case the installation grows in the future and the CF's are different. I was thinking that since the "users" are looking at the tickets anyway, why not just have them "select & move" the tickets where they belong. That way, the only modification you need to make are with rights and maybe a scrip or two. I try to avoid creating maintenence work when there is a way to do the job using the design. Just a thought. Kenn LBNL On 2/11/2008 6:21 PM, Ed Matthews wrote: > How does one securely slice "across" if you do it this way? > So pick one variable or the other, clients or suppliers. We are a > contractor in the middle managing complaints, but with a workflow where > a complaint may need to be assigned to a supplier rep or a client at > some point in the process. > Say we create queues by client. Each client would see his quick search, > our users could see all clients' queues as assigned. > We could have a supplier custom field on each ticket in a client queue, > and we could create a custom query to run a report of complaints by > supplier, for all clients. > In this setup, how would a supplier see his tickets and only his across > any client queue? > > Many thanks, > Ed > > ----- Original Message ---- > From: Kenneth Crocker > To: Ed Matthews > Cc: rt-users at lists.bestpractical.com > Sent: Monday, February 11, 2008 6:03:43 PM > Subject: Re: [rt-users] Security based on custom field values? > > Ed, > > > It sounds like you are using Custom Fields for the purpose of > seperating users and their clints/tickets and that is what queues are > for. Why not just define different queues and put tickets with certain > CF's into those queues with their own respective support groups? > > > Kenn > LBNL > > On 2/11/2008 12:46 PM, Ed Matthews wrote: > > Is it possible to set up RT with ticket user access governed by the > > values in custom fields? Example: > > Set up a queue and add 2 custom fields that are mandatory for each > > ticket in the queue. > > * Suppliers (Single Select List of Values) > > * Clients (Single Select List of Values) > > Set up users by giving them one or more clients and one or more carriers. > > Accessing the queue presents to the user only those tickets where their > > client and supplier user access settings intersect the values of the > > tickets. > > > > Sample Roles: > > Clients can see all tickets no matter what supplier. > > Suppliers can see all tickets no matter what customer. > > Internal users can see all tickets for the clients and carriers given > > them, (up to all). > > > > Thanks, > > Ed Matthews, > > g8orade at yahoo.com > > > > ------------------------------------------------------------------------ > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > > it now. > > > > > > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > ------------------------------------------------------------------------ > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > it now. > > From g8orade at yahoo.com Tue Feb 12 15:51:46 2008 From: g8orade at yahoo.com (Ed Matthews) Date: Tue, 12 Feb 2008 12:51:46 -0800 (PST) Subject: [rt-users] Security based on custom field values? Message-ID: <182328.78613.qm@web51106.mail.re2.yahoo.com> This might do it. Create ticket from Client in Bucket queue with Business owner.Business owner assigns cf values, assigns new Supplier queue, new Supplier owner.Supplier Owner performs work, sets owner back to Business Owner.Business owner sets status, assigns Client queue as needed. Since the queue changes, Clients and Suppliers would not have awareness of tickets outside of their queue (history), only of open items when they exist in their queue, but we may be able to run reports for various groups as needed from the cf field values, and distribute them. We'll see if we can build on this idea. Thanks. Ed Matthews g8orade at yahoo.com ----- Original Message ---- From: Kenneth Crocker To: Ed Matthews Cc: rt-users at lists.bestpractical.com Sent: Tuesday, February 12, 2008 2:40:12 PM Subject: Re: [rt-users] Security based on custom field values? Ed, If I understand this correctly, your "users" are really the ones who would assign a ticket? If so, then why not create a "Bucket" Queue for all of the tickets to be sent to initially. Only the "users" who do the assigning can see this queue. The look at the CF setting for the ticket, change it or watever and THEN, Move the ticket to the correct queue (I assume there are two; supplier and client). The suppliers (in one group) can only see tickets in the "supplier" queue and the clients (also in a seperate group) can only see tickets in the "client" queue. The users (in their own group) can see everything in all 3 queues and have "ModifyTicket" right. The CF is either defined globally OR not and applied to the appropriate queues. This last may be a consideration in case the installation grows in the future and the CF's are different. I was thinking that since the "users" are looking at the tickets anyway, why not just have them "select & move" the tickets where they belong. That way, the only modification you need to make are with rights and maybe a scrip or two. I try to avoid creating maintenence work when there is a way to do the job using the design. Just a thought. Kenn LBNL On 2/11/2008 6:21 PM, Ed Matthews wrote: > How does one securely slice "across" if you do it this way? > So pick one variable or the other, clients or suppliers. We are a > contractor in the middle managing complaints, but with a workflow where > a complaint may need to be assigned to a supplier rep or a client at > some point in the process. > Say we create queues by client. Each client would see his quick search, > our users could see all clients' queues as assigned. > We could have a supplier custom field on each ticket in a client queue, > and we could create a custom query to run a report of complaints by > supplier, for all clients. > In this setup, how would a supplier see his tickets and only his across > any client queue? > > Many thanks, > Ed > > ----- Original Message ---- > From: Kenneth Crocker > To: Ed Matthews > Cc: rt-users at lists.bestpractical.com > Sent: Monday, February 11, 2008 6:03:43 PM > Subject: Re: [rt-users] Security based on custom field values? > > Ed, > > > It sounds like you are using Custom Fields for the purpose of > seperating users and their clints/tickets and that is what queues are > for. Why not just define different queues and put tickets with certain > CF's into those queues with their own respective support groups? > > > Kenn > LBNL > > On 2/11/2008 12:46 PM, Ed Matthews wrote: > > Is it possible to set up RT with ticket user access governed by the > > values in custom fields? Example: > > Set up a queue and add 2 custom fields that are mandatory for each > > ticket in the queue. > > * Suppliers (Single Select List of Values) > > * Clients (Single Select List of Values) > > Set up users by giving them one or more clients and one or more carriers. > > Accessing the queue presents to the user only those tickets where their > > client and supplier user access settings intersect the values of the > > tickets. > > > > Sample Roles: > > Clients can see all tickets no matter what supplier. > > Suppliers can see all tickets no matter what customer. > > Internal users can see all tickets for the clients and carriers given > > them, (up to all). > > > > Thanks, > > Ed Matthews, > > g8orade at yahoo.com > > > > ------------------------------------------------------------------------ > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > > it now. > > > > > > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > ------------------------------------------------------------------------ > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > it now. > > ____________________________________________________________________________________ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at tommie.it Tue Feb 12 16:26:21 2008 From: me at tommie.it (Tommie Van Mechgelen) Date: Tue, 12 Feb 2008 22:26:21 +0100 Subject: [rt-users] default value for description field depending on queue In-Reply-To: <47B0D554.9040503@lbl.gov> References: <47B0B93C.9010609@tommie.it> <47B0D554.9040503@lbl.gov> Message-ID: <47B20EFD.8090801@tommie.it> Kenneth Crocker wrote: > Tommie, > > > You could create several CF's for a ticket; one for each question > you want to ask. Since tickets live in queues, you can set up > different CF's for the tickets in a queue. Then, when the help desk > person looks at the ticket or opens the ticket, they can modify the CF > with an answer/selection for those CF's. The initial setting for the > CF can be set up in a scrip for that queue when a ticket is created. > Different queues would have different scrips setting the default CF > value. Hope this helps. > Okay kenneth this seems a good solution. Is it possible to have the contents of CFs available in an autoreply template? Because we want the mail going to the user to contain this information we filled in... Thanks in advance tommie From KFCrocker at lbl.gov Tue Feb 12 19:06:53 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 12 Feb 2008 16:06:53 -0800 Subject: [rt-users] We found a merged ticket In-Reply-To: References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> <20080212145942.GJ16371@bestpractical.com> <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> Message-ID: <47B2349D.1090002@lbl.gov> Mario, Isn't that why you ASKED for help? It seems to me that when ASKING for help, then one should be considerate of those being asked and should do "whatever" to help THEM help oneself. A little courtesy is NOT too much to ask. Kenn LBNL On 2/12/2008 8:43 AM, Mario Aeby wrote: >>> Without the output of Carp::cluck, it's not so useful, unfortunately. > > > Seems way too much information for me ... I hope you can figure it out? > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ruz at bestpractical.com Tue Feb 12 23:24:30 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 13 Feb 2008 07:24:30 +0300 Subject: [rt-users] Security based on custom field values? In-Reply-To: <895507.45379.qm@web51103.mail.re2.yahoo.com> References: <895507.45379.qm@web51103.mail.re2.yahoo.com> Message-ID: <589c94400802122024x56bf94f7va221582e1373b679@mail.gmail.com> Idea is good and we implemented something like that in RTIR, however it doesn't fit into the current RT's design really well. I think that in your case it's better to use watchers to define suppliers and clients and in 4.0 branch we're going to allow people to define more watcher groups instead of the current hard-coded list. In 3.6 I don't see really good way to implement something like that, except publishing Clients and Suppliers as Cc watchers of a ticket, but this means that they will have the same set of privileges on a ticket. On Feb 11, 2008 11:46 PM, Ed Matthews wrote: > > Is it possible to set up RT with ticket user access governed by the values > in custom fields? Example: > Set up a queue and add 2 custom fields that are mandatory for each ticket in > the queue. > * Suppliers (Single Select List of Values) > * Clients (Single Select List of Values) > Set up users by giving them one or more clients and one or more carriers. > Accessing the queue presents to the user only those tickets where their > client and supplier user access settings intersect the values of the > tickets. > > Sample Roles: > Clients can see all tickets no matter what supplier. > Suppliers can see all tickets no matter what customer. > Internal users can see all tickets for the clients and carriers given them, > (up to all). > > Thanks, > Ed Matthews, > g8orade at yahoo.com > > ________________________________ > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > now. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ajakubas at arces.net Wed Feb 13 03:43:29 2008 From: ajakubas at arces.net (Arkadiusz Jakubas) Date: Wed, 13 Feb 2008 09:43:29 +0100 Subject: [rt-users] 0 tickets found when using custom fields Message-ID: RT 3.6.3 When I search for example : 'CF.{Approval}' != '3. Approved' OR Queue = ' my.queue' I get 0 tickets, my.queue has a hundreds ticket When I search only queue I get results. Is this some bug or I'm doing something wrong ? -- Arkadiusz Jakubas Arces Network, LLC http://www.arces.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Feb 13 06:07:08 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 13 Feb 2008 12:07:08 +0100 Subject: [rt-users] Scripts to create a queue,groups and users In-Reply-To: <47AAD1BB.7000609@desy.de> References: <6.2.3.4.2.20080128141817.03d55410@po14.mit.edu> <47AAD1BB.7000609@desy.de> Message-ID: Hi Alexander, thats perfekt, this is what i'm looking for since a long time. Will try it out asap. Torsten 2008/2/7, Krieg, Alexander : > > Hi, > > i wrote 2 scripts and it would be nice, if somebody could have a look on > the code to see bugs or improvements. > The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets > predefined rights for this groups. > The second script 'addUserToGroup.pm' creates new users which are > described in a separate file and add them to existing groups. > Soon we might get a bigger amount of new users on our rt system and > therefore we need this scripts to create in a quick way the new objects. > Here the scripts: > www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm > > > Best regards > Alexander > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Feb 13 06:11:34 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 13 Feb 2008 12:11:34 +0100 Subject: [rt-users] Scripts to create a queue,groups and users In-Reply-To: <47AAD1BB.7000609@desy.de> References: <6.2.3.4.2.20080128141817.03d55410@po14.mit.edu> <47AAD1BB.7000609@desy.de> Message-ID: Hi Alexander, just had a look onto your http://www.desy.de/~alexk/addUserToGroup.pm and found: my ($code, $msg) = $user->Create(Name =>$Login, Password =>'test1234', RealName =>$FnLn, EmailAddress =>$Email, Privileged =>0); Privileged =>0 so you want them to be Unprivileged? Torsten 2008/2/7, Krieg, Alexander : > > Hi, > > i wrote 2 scripts and it would be nice, if somebody could have a look on > the code to see bugs or improvements. > The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets > predefined rights for this groups. > The second script 'addUserToGroup.pm' creates new users which are > described in a separate file and add them to existing groups. > Soon we might get a bigger amount of new users on our rt system and > therefore we need this scripts to create in a quick way the new objects. > Here the scripts: > www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm > > > Best regards > Alexander > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Feb 13 06:13:53 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 13 Feb 2008 12:13:53 +0100 Subject: [rt-users] Scripts to create a queue,groups and users In-Reply-To: <47AAD1BB.7000609@desy.de> References: <6.2.3.4.2.20080128141817.03d55410@po14.mit.edu> <47AAD1BB.7000609@desy.de> Message-ID: Hi Alexander, it's me again... Another thing i found: For your "Source" File Format: [YourGroupname] User1Login,User1_Email,User1Firstname User1Lastname User2Login,User2_Email,User2Firstname User2Lastname [YourGroupname1] User3Login,User3_Email,User3Firstname User3Lastname What will happen, if a users needs to be in Group1 and in Group2 ?? Torsten 2008/2/7, Krieg, Alexander : > > Hi, > > i wrote 2 scripts and it would be nice, if somebody could have a look on > the code to see bugs or improvements. > The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets > predefined rights for this groups. > The second script 'addUserToGroup.pm' creates new users which are > described in a separate file and add them to existing groups. > Soon we might get a bigger amount of new users on our rt system and > therefore we need this scripts to create in a quick way the new objects. > Here the scripts: > www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm > > > Best regards > Alexander > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Wed Feb 13 08:13:23 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Wed, 13 Feb 2008 15:13:23 +0200 Subject: [rt-users] login from other website Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1CCCC@kl1srv4.kol.vkv> Hi, Trying my luck here again as you have set me on the right track before. I am trying to login a user into the RT web interface as he or she authenticates on another website. After successful authentication there I can get an encrypted username and password to my website, decrypt it and then ... I need to trigger the login functionality of RT somehow. I tried quite some things with PHP (cURL, snoopy etc) and even JavaScript to submit the login form without pressing the submit button, but I do not seem to be able to get those approaches to deliver. Maybe, pretty likely actually, I am overseeing an easy option and one of you can give me a push in the proper direction. I do know some PHP but PERL so far is not my cup of coffee. Thanks a lot! -- Jac From fcatunda at contactnet.com.br Wed Feb 13 08:15:51 2008 From: fcatunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=) Date: Wed, 13 Feb 2008 11:15:51 -0200 Subject: [rt-users] Mapping attributes. Message-ID: <47B2ED87.5060206@contactnet.com.br> Hi. I would like to know if there is some way to map users to e-mail addresses. I use LDAP for auth and I would like that a person that send an e-mail to RT to have permission to see that ticket. The question is that the Requestor is the e-mail of the sender, by this reason the person that opened the ticket is not allowed to see that ticket. For example: Login: test E-mail: teste at mydomain.com When teste at mydomain.com send an e-mail to rt at mydomain.com I want the requestor to be test and not teste at mydomain.com I'm using RT 3.6.1-4 debian package. Thanks for any help. From todd at chaka.net Wed Feb 13 10:29:56 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 13 Feb 2008 10:29:56 -0500 Subject: [rt-users] Security based on custom field values? In-Reply-To: <589c94400802122024x56bf94f7va221582e1373b679@mail.gmail.com> References: <895507.45379.qm@web51103.mail.re2.yahoo.com> <589c94400802122024x56bf94f7va221582e1373b679@mail.gmail.com> Message-ID: <519782dc0802130729o33728522r287ceb3104e1ec76@mail.gmail.com> Ruslan, I think watchers could be dynamic in 3.6. Asset Tracker has dynamic watcher groups. -Todd On 2/12/08, Ruslan Zakirov wrote: > Idea is good and we implemented something like that in RTIR, however > it doesn't fit into the current RT's design really well. I think that > in your case it's better to use watchers to define suppliers and > clients and in 4.0 branch we're going to allow people to define more > watcher groups instead of the current hard-coded list. In 3.6 I don't > see really good way to implement something like that, except > publishing Clients and Suppliers as Cc watchers of a ticket, but this > means that they will have the same set of privileges on a ticket. > > On Feb 11, 2008 11:46 PM, Ed Matthews wrote: > > > > Is it possible to set up RT with ticket user access governed by the values > > in custom fields? Example: > > Set up a queue and add 2 custom fields that are mandatory for each ticket in > > the queue. > > * Suppliers (Single Select List of Values) > > * Clients (Single Select List of Values) > > Set up users by giving them one or more clients and one or more carriers. > > Accessing the queue presents to the user only those tickets where their > > client and supplier user access settings intersect the values of the > > tickets. > > > > Sample Roles: > > Clients can see all tickets no matter what supplier. > > Suppliers can see all tickets no matter what customer. > > Internal users can see all tickets for the clients and carriers given them, > > (up to all). > > > > Thanks, > > Ed Matthews, > > g8orade at yahoo.com > > > > ________________________________ > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > > now. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From crpatter at ci.grand-rapids.mi.us Wed Feb 13 11:01:11 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Wed, 13 Feb 2008 11:01:11 -0500 Subject: [rt-users] Mapping attributes. In-Reply-To: <47B2ED87.5060206@contactnet.com.br> References: <47B2ED87.5060206@contactnet.com.br> Message-ID: Fabio, I'm not completely sure what you are asking, but if you're asking how to extract the username from the email address, we do something similar. You can override CanonicalizeUserInfo in {RT-HOME}/local/lib/RT/User_Local.pm. ... my @emailAddress = $$args{'Name'); my @results = split('@', $emailAddress); my $userName = $results[0]; # then you want to trim the last char off... $userName = substr($userName, 0, length($name)-1); #Finish it up $$args{'Name'} = $userName; ... Of course, some perl wizard could probably do that in one line using regex. Note, that I only put the snippet to grab the username. There are examples of assigning LDAP attributes on the wiki, http://wiki.bestpractical.com/view/LDAP. Let me know if you have any more questions. -Craig Patterson -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of "F?bio M. Catunda" Sent: Wednesday, February 13, 2008 8:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Mapping attributes. Hi. I would like to know if there is some way to map users to e-mail addresses. I use LDAP for auth and I would like that a person that send an e-mail to RT to have permission to see that ticket. The question is that the Requestor is the e-mail of the sender, by this reason the person that opened the ticket is not allowed to see that ticket. For example: Login: test E-mail: teste at mydomain.com When teste at mydomain.com send an e-mail to rt at mydomain.com I want the requestor to be test and not teste at mydomain.com I'm using RT 3.6.1-4 debian package. Thanks for any help. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From fcatunda at contactnet.com.br Wed Feb 13 11:27:59 2008 From: fcatunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=) Date: Wed, 13 Feb 2008 14:27:59 -0200 Subject: [rt-users] Mapping attributes. In-Reply-To: References: <47B2ED87.5060206@contactnet.com.br> Message-ID: <47B31A8F.6090405@contactnet.com.br> Craig, Realy thanks. I will adapt it to do a search in a LDAP base, thats exactly wha I need. I'm not a perl mong, but this looks pretty simple. Thanks! Patterson, Craig escreveu: > Fabio, > > I'm not completely sure what you are asking, but if you're asking how to extract the username from the email address, we do something similar. > > You can override CanonicalizeUserInfo in {RT-HOME}/local/lib/RT/User_Local.pm. > > ... > my @emailAddress = $$args{'Name'); > my @results = split('@', $emailAddress); > my $userName = $results[0]; > > # then you want to trim the last char off... > $userName = substr($userName, 0, length($name)-1); > > #Finish it up > $$args{'Name'} = $userName; > ... > > Of course, some perl wizard could probably do that in one line using regex. > > Note, that I only put the snippet to grab the username. There are examples of assigning LDAP attributes on the wiki, http://wiki.bestpractical.com/view/LDAP. > > Let me know if you have any more questions. > > > -Craig Patterson > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of "F?bio M. Catunda" > Sent: Wednesday, February 13, 2008 8:16 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Mapping attributes. > > Hi. > > I would like to know if there is some way to map users to e-mail addresses. > > I use LDAP for auth and I would like that a person that send an e-mail > to RT to have permission to see that ticket. The question is that the > Requestor is the e-mail of the sender, by this reason the person that > opened the ticket is not allowed to see that ticket. > > For example: > Login: test > E-mail: teste at mydomain.com > When teste at mydomain.com send an e-mail to rt at mydomain.com I want the > requestor to be test and not teste at mydomain.com > > I'm using RT 3.6.1-4 debian package. > > Thanks for any help. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruz at bestpractical.com Wed Feb 13 11:41:46 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 13 Feb 2008 19:41:46 +0300 Subject: [rt-users] Security based on custom field values? In-Reply-To: <519782dc0802130729o33728522r287ceb3104e1ec76@mail.gmail.com> References: <895507.45379.qm@web51103.mail.re2.yahoo.com> <589c94400802122024x56bf94f7va221582e1373b679@mail.gmail.com> <519782dc0802130729o33728522r287ceb3104e1ec76@mail.gmail.com> Message-ID: <589c94400802130841h394e9c49n46cfb29a03dd42f3@mail.gmail.com> I was talking about configurable types of watchers. In 3.6 you have to write an extension to implement 'Clients' and 'Supliers' watcher groups for tickets. On Feb 13, 2008 6:29 PM, Todd Chapman wrote: > Ruslan, > > I think watchers could be dynamic in 3.6. Asset Tracker has dynamic > watcher groups. > > -Todd > > > On 2/12/08, Ruslan Zakirov wrote: > > Idea is good and we implemented something like that in RTIR, however > > it doesn't fit into the current RT's design really well. I think that > > in your case it's better to use watchers to define suppliers and > > clients and in 4.0 branch we're going to allow people to define more > > watcher groups instead of the current hard-coded list. In 3.6 I don't > > see really good way to implement something like that, except > > publishing Clients and Suppliers as Cc watchers of a ticket, but this > > means that they will have the same set of privileges on a ticket. > > > > On Feb 11, 2008 11:46 PM, Ed Matthews wrote: > > > > > > Is it possible to set up RT with ticket user access governed by the values > > > in custom fields? Example: > > > Set up a queue and add 2 custom fields that are mandatory for each ticket in > > > the queue. > > > * Suppliers (Single Select List of Values) > > > * Clients (Single Select List of Values) > > > Set up users by giving them one or more clients and one or more carriers. > > > Accessing the queue presents to the user only those tickets where their > > > client and supplier user access settings intersect the values of the > > > tickets. > > > > > > Sample Roles: > > > Clients can see all tickets no matter what supplier. > > > Suppliers can see all tickets no matter what customer. > > > Internal users can see all tickets for the clients and carriers given them, > > > (up to all). > > > > > > Thanks, > > > Ed Matthews, > > > g8orade at yahoo.com > > > > > > ________________________________ > > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > > > now. > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > -- > > Best regards, Ruslan. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > -- Best regards, Ruslan. From smccreadie at CanyonPartners.com Wed Feb 13 11:51:11 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 13 Feb 2008 08:51:11 -0800 Subject: [rt-users] Creating a custom field with multiple values to fill in Message-ID: <6A8A671AFE630144BC8AE1D84E6700B82C0C10@SR-ES-EMAIL01.canyonpartners.local> Hello, I have some users that would like to have several custom fields created. My problem is that they would like to be able to fill in a lot of info on the ticket about the person who is calling in, including contact name, company name, department, etc. I tried creating many individual CF's with the "enter one value" type, it works but there ends up being so many fields that the ticket screen gets pretty cluttered. Im wondering if there is there any way that I can create a CF in which I can list those attributes needed (company name, etc.) for them to fill out, and it would all be in one field or box? This way the user can just fill in each necessary line in the CF and it will all be in one nice neat area instead of so many individual CF'c. Thanks again inadvance for the help, this mailing list has been amazing. Sean McCreadie IT Support Canyon Partners, LLC 310 858 4288 -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Feb 13 12:39:09 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 13 Feb 2008 09:39:09 -0800 Subject: [rt-users] default value for description field depending on queue In-Reply-To: <47B20EFD.8090801@tommie.it> References: <47B0B93C.9010609@tommie.it> <47B0D554.9040503@lbl.gov> <47B20EFD.8090801@tommie.it> Message-ID: <47B32B3D.4040909@lbl.gov> Tommie, Sure. Here is an example of a templete we use for when a ticket is created. It includes the data from a ticket CF ('Description'). Hope this helps. Subject: Request Titled: "{$Ticket->Subject}" has been created! ----------------------------------------------------------------------------- TICKET INFORMATION: Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : #{$Ticket->id} Ticket Subject: {$Ticket->Subject} Ticket Description: { return $Ticket->FirstCustomFieldValue('Description'); } Ticket Priority is: {$Ticket->Priority} Ticket Created by: {$Ticket->CreatorObj->Name} ----------------------------------------------------------------------------- SPECIAL INSTRUCTIONS: To ensure that any communication is kept with the ticket history, Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. ----------------------------------------------------------------------------- To view this ticket, enter URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}. Thank you, {$Ticket->QueueObj->CorrespondAddress()} Kenn LBNL On 2/12/2008 1:26 PM, Tommie Van Mechgelen wrote: > Kenneth Crocker wrote: >> Tommie, >> >> >> You could create several CF's for a ticket; one for each question >> you want to ask. Since tickets live in queues, you can set up >> different CF's for the tickets in a queue. Then, when the help desk >> person looks at the ticket or opens the ticket, they can modify the CF >> with an answer/selection for those CF's. The initial setting for the >> CF can be set up in a scrip for that queue when a ticket is created. >> Different queues would have different scrips setting the default CF >> value. Hope this helps. >> > > Okay kenneth this seems a good solution. Is it possible to have the > contents of CFs available in an autoreply template? Because we want the > mail going to the user to contain this information we filled in... > > Thanks in advance > tommie > From KFCrocker at lbl.gov Wed Feb 13 12:43:55 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 13 Feb 2008 09:43:55 -0800 Subject: [rt-users] 0 tickets found when using custom fields In-Reply-To: References: Message-ID: <47B32C5B.6090807@lbl.gov> Arksdjudz, Are you sure there is no embedded space or special (unprintable) character in the literal you are comparing with? I have found that when code doesn't behave like the code indicates (especially simple code), then I have made an assumption somewhere along my debugging process. Scrutinize everything. Hope this helps. Kenn LBNL On 2/13/2008 12:43 AM, Arkadiusz Jakubas wrote: > RT 3.6.3 > > When I search for example : 'CF.{Approval}' != '3. Approved' OR Queue = > 'my.queue' > I get 0 tickets, my.queue has a hundreds ticket > When I search only queue I get results. > Is this some bug or I'm doing something wrong ? > > > -- > Arkadiusz Jakubas > Arces Network, LLC > http://www.arces.net > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From raphux at raphux.com Wed Feb 13 12:43:17 2008 From: raphux at raphux.com (Raphael Berlamont) Date: Wed, 13 Feb 2008 18:43:17 +0100 Subject: [rt-users] Extremely slow RT Message-ID: <47B32C35.4080408@raphux.com> Hello list, I don't know why, today, my new RT installation began to run extremly slow, almost unusable. (10-30seconds to get a page). RT Logs doesn't show anything special, nor apache's logs. I restarted apache this morning, it worked again for a hour or two, and then, started to get slow again. mason_handler.fcgi takes 100% CPU until the page get displayed. Now i can do anything (restart apache, mysql...) nothing seems to make it work again. Sometimes, RT work again fine, without having done anything special, and then, it goes slow again... Nothing use CPU but the mason_handler.fcgi...I really don't know what can put so much stress to mason_handler.fcgi. Is there any possilities to trace mason_handler.fcgi? Even with a debug level on the log, nothing special appears... Regards, From raphux at raphux.com Wed Feb 13 12:47:09 2008 From: raphux at raphux.com (Raphael Berlamont) Date: Wed, 13 Feb 2008 18:47:09 +0100 Subject: [rt-users] Extremely slow RT Message-ID: <47B32D1D.2030906@raphux.com> Hello list, I don't know why, today, my new RT installation began to run extremly slow, almost unusable. (10-30seconds to get a page). RT Logs doesn't show anything special, nor apache's logs. I restarted apache this morning, it worked again for a hour or two, and then, started to get slow again. mason_handler.fcgi takes 100% CPU until the page get displayed. Now i can do anything (restart apache, mysql...) nothing seems to make it work again. Sometimes, RT work again fine, without having done anything special, and then, it goes slow again... Nothing use CPU but the mason_handler.fcgi...I really don't know what can put so much stress to mason_handler.fcgi. Is there any possilities to trace mason_handler.fcgi? Even with a debug level on the log, nothing special appears... Regards, From jep at obrien-pifer.com Wed Feb 13 14:20:16 2008 From: jep at obrien-pifer.com (James Pifer) Date: Wed, 13 Feb 2008 14:20:16 -0500 Subject: [rt-users] Can RT replace Remedy? Message-ID: <1202930417.19620.35.camel@storage.obrien-pifer.com> We currently use Remedy and it's in need of an upgrade.If you know anything about Remedy you know that can be extremely costly. I'm trying to look at other Helpdesk products to see if something else could fit instead of staying with Remedy. Our helpdesk is somewhat customized, but we really don't take advantage of what Remedy has to offer. We use it for tracking tickets/incidents. I have RT installed on a test server and configured for LDAP which is a requirement. We currently create and route tickets based on a three level category and the user's Location. My initial look at RT shows it as much simpler than that. Basically writing an email and submitting. I assume someone else is then responsible for routing the incoming tickets accordingly? Other things we do: 1) Escalations? We have tickets with four different severity levels, like Critical, High, Medium, and Low. Depending on the severity level AND which group the ticket is assigned to, if nothing happens on a ticket within a certain amount of time, an escalation notification(email) is sent. Each group has three levels for during and after business hours, plus three more global higher levels. These levels are set for each group. 2) Are there business hours and after hours specifications? Holiday settings? 3) Any type of bulletin board or global notices functionality? 4) Any type of Solutions functionality? There's certainly more, but that's a start. Can RT do any of these things? If it was customized to do these things, how hard would future upgrades be? I appreciate any input. Thanks, James From ktm at rice.edu Wed Feb 13 15:15:11 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 13 Feb 2008 14:15:11 -0600 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <1202930417.19620.35.camel@storage.obrien-pifer.com> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> Message-ID: <20080213201511.GM12156@it.is.rice.edu> On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > We currently use Remedy and it's in need of an upgrade.If you know > anything about Remedy you know that can be extremely costly. I'm trying > to look at other Helpdesk products to see if something else could fit > instead of staying with Remedy. > > Our helpdesk is somewhat customized, but we really don't take advantage > of what Remedy has to offer. We use it for tracking tickets/incidents. > > I have RT installed on a test server and configured for LDAP which is a > requirement. > > We currently create and route tickets based on a three level category > and the user's Location. My initial look at RT shows it as much simpler > than that. Basically writing an email and submitting. I assume someone > else is then responsible for routing the incoming tickets accordingly? > > Other things we do: > > 1) Escalations? We have tickets with four different severity levels, > like Critical, High, Medium, and Low. Depending on the severity level > AND which group the ticket is assigned to, if nothing happens on a > ticket within a certain amount of time, an escalation > notification(email) is sent. Each group has three levels for during and > after business hours, plus three more global higher levels. These levels > are set for each group. > Yes, this is configurable. Check the wiki for information. > 2) Are there business hours and after hours specifications? Holiday > settings? Yes, but it is a function of your customizations. > > 3) Any type of bulletin board or global notices functionality? > Not so much. > 4) Any type of Solutions functionality? > Yes, RTFM (yes it is a productname). > There's certainly more, but that's a start. Can RT do any of these > things? If it was customized to do these things, how hard would future > upgrades be? > The customizations are very localized and the upgrades are quite simple. I recommend some type of regression testing to confirm functionality, but I would recommend that for an upgrade to Remedy or any other product. We like RT a lot and chose it over Remedy. Cheers, Ken From ktm at rice.edu Wed Feb 13 16:31:36 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 13 Feb 2008 15:31:36 -0600 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <28F514AE-55D8-4CDD-96CA-F7A4D903BC67@bestpractical.com> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> <20080213201511.GM12156@it.is.rice.edu> <28F514AE-55D8-4CDD-96CA-F7A4D903BC67@bestpractical.com> Message-ID: <20080213213136.GO12156@it.is.rice.edu> On Wed, Feb 13, 2008 at 04:00:32PM -0500, Jesse Vincent wrote: >> >>> >>> 3) Any type of bulletin board or global notices functionality? >>> >> Not so much. >>> > > http://search.cpan.org/~jesse/RT-Extension-ServiceUpdates-0.2/ is designed > to do just that, actually. > Cool. Ken From todd at chaka.net Wed Feb 13 16:36:35 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 13 Feb 2008 16:36:35 -0500 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <20080213201511.GM12156@it.is.rice.edu> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> <20080213201511.GM12156@it.is.rice.edu> Message-ID: <519782dc0802131336x1c217108saefa626fe087b62d@mail.gmail.com> > > 3) Any type of bulletin board or global notices functionality? There is an RT extension to post notices at the top of the RT page. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-ServiceUpdates On 2/13/08, Kenneth Marshall wrote: > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > We currently use Remedy and it's in need of an upgrade.If you know > > anything about Remedy you know that can be extremely costly. I'm trying > > to look at other Helpdesk products to see if something else could fit > > instead of staying with Remedy. > > > > Our helpdesk is somewhat customized, but we really don't take advantage > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > I have RT installed on a test server and configured for LDAP which is a > > requirement. > > > > We currently create and route tickets based on a three level category > > and the user's Location. My initial look at RT shows it as much simpler > > than that. Basically writing an email and submitting. I assume someone > > else is then responsible for routing the incoming tickets accordingly? > > > > Other things we do: > > > > 1) Escalations? We have tickets with four different severity levels, > > like Critical, High, Medium, and Low. Depending on the severity level > > AND which group the ticket is assigned to, if nothing happens on a > > ticket within a certain amount of time, an escalation > > notification(email) is sent. Each group has three levels for during and > > after business hours, plus three more global higher levels. These levels > > are set for each group. > > > Yes, this is configurable. Check the wiki for information. > > > 2) Are there business hours and after hours specifications? Holiday > > settings? > > Yes, but it is a function of your customizations. > > > > > 3) Any type of bulletin board or global notices functionality? > > > Not so much. > > > 4) Any type of Solutions functionality? > > > Yes, RTFM (yes it is a productname). > > > There's certainly more, but that's a start. Can RT do any of these > > things? If it was customized to do these things, how hard would future > > upgrades be? > > > The customizations are very localized and the upgrades are quite > simple. I recommend some type of regression testing to confirm > functionality, but I would recommend that for an upgrade to Remedy > or any other product. We like RT a lot and chose it over Remedy. > > Cheers, > Ken > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jep at obrien-pifer.com Wed Feb 13 17:03:57 2008 From: jep at obrien-pifer.com (James Pifer) Date: Wed, 13 Feb 2008 17:03:57 -0500 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <20080213201511.GM12156@it.is.rice.edu> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> <20080213201511.GM12156@it.is.rice.edu> Message-ID: <1202940237.19620.44.camel@storage.obrien-pifer.com> On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > We currently use Remedy and it's in need of an upgrade.If you know > > anything about Remedy you know that can be extremely costly. I'm trying > > to look at other Helpdesk products to see if something else could fit > > instead of staying with Remedy. > > > > Our helpdesk is somewhat customized, but we really don't take advantage > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > I have RT installed on a test server and configured for LDAP which is a > > requirement. > > > > We currently create and route tickets based on a three level category > > and the user's Location. My initial look at RT shows it as much simpler > > than that. Basically writing an email and submitting. I assume someone > > else is then responsible for routing the incoming tickets accordingly? > > > > Other things we do: > > > > 1) Escalations? We have tickets with four different severity levels, > > like Critical, High, Medium, and Low. Depending on the severity level > > AND which group the ticket is assigned to, if nothing happens on a > > ticket within a certain amount of time, an escalation > > notification(email) is sent. Each group has three levels for during and > > after business hours, plus three more global higher levels. These levels > > are set for each group. > > > Yes, this is configurable. Check the wiki for information. > > > 2) Are there business hours and after hours specifications? Holiday > > settings? > > Yes, but it is a function of your customizations. > > > > > 3) Any type of bulletin board or global notices functionality? > > > Not so much. > > > 4) Any type of Solutions functionality? > > > Yes, RTFM (yes it is a productname). > > > There's certainly more, but that's a start. Can RT do any of these > > things? If it was customized to do these things, how hard would future > > upgrades be? > > > The customizations are very localized and the upgrades are quite > simple. I recommend some type of regression testing to confirm > functionality, but I would recommend that for an upgrade to Remedy > or any other product. We like RT a lot and chose it over Remedy. > > Cheers, > Ken Thanks to everyone for their answers so far. Couple more questions. What about routing the initial request based on criteria? Any way to do that? We won't have a "dispatcher" that reassigns requests as they come in, so this is a pretty important piece. For example, currently in Remedy if a user from New York enters a request with a category of Desktop/Hardware/Printer Problem it would get routed to a specific group or queue, like "New York SE". Any way to do something similar? I'm would also interested in importing existing Remedy data. I realize not all the data would be applicable, but I would want to import the old data. I'm assuming I can do that somehow. Haven't searched for that specifically yet. Lastly, how scalable is RT? I guess I could find some blurbs on the site somewhere about it as well, but just wondering how many requests others have in their DBs. Can RT handle several hundred thousand requests in the DB? Thanks a lot. James From kfh at mqsoftware.com Wed Feb 13 17:06:18 2008 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 13 Feb 2008 16:06:18 -0600 Subject: [rt-users] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname Message-ID: <63BEA5E623E09F4D92233FB12A9F79430189ABEE@emailmn.mqsoftware.com> Hi all, I had a working test server running 3.6.3, I upgraded it to 3.6.6, there weren't any errors, but now when I go to the main page I get prompted to download a file named "foobar" where foobar is the hostname of the rt server.... Any ideas? -- Kelly F. Hickel Senior Product Architect MQSoftware, Inc. 952-345-8677 Office 952-345-8721 Fax kfh at mqsoftware.com www.mqsoftware.com SEE BUSINESS WORK From todd at chaka.net Wed Feb 13 17:27:58 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 13 Feb 2008 17:27:58 -0500 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <1202940237.19620.44.camel@storage.obrien-pifer.com> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> <20080213201511.GM12156@it.is.rice.edu> <1202940237.19620.44.camel@storage.obrien-pifer.com> Message-ID: <519782dc0802131427t326c09d0q20ef872fdeee09c2@mail.gmail.com> ---------------- Now playing: The Beatles - Don't Pass Me By http://foxytunes.com/artist/the+beatles/track/don't+pass+me+by On 2/13/08, James Pifer wrote: > On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > > We currently use Remedy and it's in need of an upgrade.If you know > > > anything about Remedy you know that can be extremely costly. I'm trying > > > to look at other Helpdesk products to see if something else could fit > > > instead of staying with Remedy. > > > > > > Our helpdesk is somewhat customized, but we really don't take advantage > > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > > > I have RT installed on a test server and configured for LDAP which is a > > > requirement. > > > > > > We currently create and route tickets based on a three level category > > > and the user's Location. My initial look at RT shows it as much simpler > > > than that. Basically writing an email and submitting. I assume someone > > > else is then responsible for routing the incoming tickets accordingly? > > > > > > Other things we do: > > > > > > 1) Escalations? We have tickets with four different severity levels, > > > like Critical, High, Medium, and Low. Depending on the severity level > > > AND which group the ticket is assigned to, if nothing happens on a > > > ticket within a certain amount of time, an escalation > > > notification(email) is sent. Each group has three levels for during and > > > after business hours, plus three more global higher levels. These levels > > > are set for each group. > > > > > Yes, this is configurable. Check the wiki for information. > > > > > 2) Are there business hours and after hours specifications? Holiday > > > settings? > > > > Yes, but it is a function of your customizations. > > > > > > > > 3) Any type of bulletin board or global notices functionality? > > > > > Not so much. > > > > > 4) Any type of Solutions functionality? > > > > > Yes, RTFM (yes it is a productname). > > > > > There's certainly more, but that's a start. Can RT do any of these > > > things? If it was customized to do these things, how hard would future > > > upgrades be? > > > > > The customizations are very localized and the upgrades are quite > > simple. I recommend some type of regression testing to confirm > > functionality, but I would recommend that for an upgrade to Remedy > > or any other product. We like RT a lot and chose it over Remedy. > > > > Cheers, > > Ken > > Thanks to everyone for their answers so far. Couple more questions. > > What about routing the initial request based on criteria? Any way to do > that? We won't have a "dispatcher" that reassigns requests as they come > in, so this is a pretty important piece. Yes. That can be done using RT "scrips". > > For example, currently in Remedy if a user from New York enters a > request with a category of Desktop/Hardware/Printer Problem it would get > routed to a specific group or queue, like "New York SE". Any way to do > something similar? > > I'm would also interested in importing existing Remedy data. I realize > not all the data would be applicable, but I would want to import the old > data. I'm assuming I can do that somehow. Haven't searched for that > specifically yet. It could be done. > > Lastly, how scalable is RT? I guess I could find some blurbs on the site > somewhere about it as well, but just wondering how many requests others > have in their DBs. Can RT handle several hundred thousand requests in > the DB? Jesse can answer this better but there are RT instances with millions of tickets. You may need to do some tuning based on your organizations particular usage profile. > > Thanks a lot. > > James > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From erek at blumenthals.com Wed Feb 13 16:24:44 2008 From: erek at blumenthals.com (Erek Dyskant) Date: Wed, 13 Feb 2008 16:24:44 -0500 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <1202930417.19620.35.camel@storage.obrien-pifer.com> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> Message-ID: <1202937884.11615.97.camel@olean.blumenthals.com> > 3) Any type of bulletin board or global notices functionality? It's a kludge but the way that I do notices to technicians is with an FYI queue, whose 5 most recently updated tickets show up as small block on the right hand side. This way if someone has an announcement that all RT administrators need to see, they create a ticket in the FYI queue and it shows up on everyone's dashboard and some people's email. --Erek From ruz at bestpractical.com Wed Feb 13 22:36:20 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 14 Feb 2008 06:36:20 +0300 Subject: [rt-users] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname In-Reply-To: <63BEA5E623E09F4D92233FB12A9F79430189ABEE@emailmn.mqsoftware.com> References: <63BEA5E623E09F4D92233FB12A9F79430189ABEE@emailmn.mqsoftware.com> Message-ID: <589c94400802131936v20544d04oc38dd60bbe3ac951@mail.gmail.com> And what's in that file? On Feb 14, 2008 1:06 AM, Kelly F. Hickel wrote: > Hi all, > I had a working test server running 3.6.3, I upgraded it to > 3.6.6, there weren't any errors, but now when I go to the main page I > get prompted to download a file named "foobar" where foobar is the > hostname of the rt server.... > > Any ideas? > > > -- > > Kelly F. Hickel > Senior Product Architect > MQSoftware, Inc. > 952-345-8677 Office > 952-345-8721 Fax > kfh at mqsoftware.com > www.mqsoftware.com > SEE BUSINESS WORK > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sgcarr at civeng.adelaide.edu.au Wed Feb 13 23:39:23 2008 From: sgcarr at civeng.adelaide.edu.au (Stephen Carr) Date: Thu, 14 Feb 2008 15:09:23 +1030 (CST) Subject: [rt-users] Timezone problem RT-3.6.6 Message-ID: <1283.129.127.16.33.1202963963.squirrel@brooks.civeng.adelaide.edu.au> Dear All There seems to be a bug regarding the Timezone - it is bugging a user that uses Eudora email client in that RT emails are 10:30 hours in the future (at present Australia/Adelaide is +1030) - other email clients seem OK. Below is a header of the email sent - not the line ###XXX### near bottom I think that RT use GMT in the database to manage requests from different timezones. Any ideas / fix? It recently upgraded from 3.6.1 to 3.6.6 and had no complaints with 3.6.1 Thanks Stephen Carr Return-Path: Received: from localhost ([unix socket]) by brooks.civeng.adelaide.edu.au (Cyrus v2.3.8) with LMTPA; Thu, 14 Feb 2008 12:01:16 +1030 ################################## X-Sieve: CMU Sieve 2.3 Received: from brooks.civeng.adelaide.edu.au (localhost [127.0.0.1]) by brooks.civeng.adelaide.edu.au (8.14.2/8.14.2) with ESMTP id m1E1VFk4021481 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NOT) for ; Thu, 14 Feb 2008 12:01:15 +1030 ############### Received: (from nobody at localhost) by brooks.civeng.adelaide.edu.au (8.14.2/8.14.1/Submit) id m1E1VFhN021478; Thu, 14 Feb 2008 12:01:15 +1030 ##################### Subject: [rt #1148] AutoReply: Lifedrive Sync with Oracle Calendar and Palm Desktop ARS From: RT Civeng Reply-To: ZZ at civeng.adelaide.edu.au In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: rt RT-Ticket: rt #1148 Managed-by: RT 3.6.6 (http://www.bestpractical.com/rt/) RT-Originator: AAA+ZZ at civeng.adelaide.edu.au To: XXX at civeng.adelaide.edu.au MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Thu, 14 Feb 2008 12:01:15 +101800 #######XXXX################### X-Scanned-By: MIMEDefang 2.63 on 129.127.16.1 X-DSPAM-Result: Whitelisted X-DSPAM-Processed: Thu Feb 14 12:01:16 2008 ############################ X-DSPAM-Confidence: 0.9993 X-DSPAM-Probability: 0.0000 X-DSPAM-Signature: 47b399e4214865649514390 -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email sgcarr at civeng.adelaide.edu.au CRICOS Provider Number 00123M ----------------------------------------------------------- This email message is intended only for the addressee(s)and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. From torsten.brumm at googlemail.com Thu Feb 14 01:01:44 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 14 Feb 2008 07:01:44 +0100 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <1202940237.19620.44.camel@storage.obrien-pifer.com> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> <20080213201511.GM12156@it.is.rice.edu> <1202940237.19620.44.camel@storage.obrien-pifer.com> Message-ID: Hi James, we run RT in a huge environment (30.000 active Users, round about 20.000 new tickets a day) and you can have it running fast (page load times from round about <2s) but it is depending on your hardware setup and software tuning, but like Todd said, ask jesse, he can support you very well. Torsten 2008/2/13, James Pifer : > > On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > > We currently use Remedy and it's in need of an upgrade.If you know > > > anything about Remedy you know that can be extremely costly. I'm > trying > > > to look at other Helpdesk products to see if something else could fit > > > instead of staying with Remedy. > > > > > > Our helpdesk is somewhat customized, but we really don't take > advantage > > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > > > I have RT installed on a test server and configured for LDAP which is > a > > > requirement. > > > > > > We currently create and route tickets based on a three level category > > > and the user's Location. My initial look at RT shows it as much > simpler > > > than that. Basically writing an email and submitting. I assume someone > > > else is then responsible for routing the incoming tickets accordingly? > > > > > > Other things we do: > > > > > > 1) Escalations? We have tickets with four different severity levels, > > > like Critical, High, Medium, and Low. Depending on the severity level > > > AND which group the ticket is assigned to, if nothing happens on a > > > ticket within a certain amount of time, an escalation > > > notification(email) is sent. Each group has three levels for during > and > > > after business hours, plus three more global higher levels. These > levels > > > are set for each group. > > > > > Yes, this is configurable. Check the wiki for information. > > > > > 2) Are there business hours and after hours specifications? Holiday > > > settings? > > > > Yes, but it is a function of your customizations. > > > > > > > > 3) Any type of bulletin board or global notices functionality? > > > > > Not so much. > > > > > 4) Any type of Solutions functionality? > > > > > Yes, RTFM (yes it is a productname). > > > > > There's certainly more, but that's a start. Can RT do any of these > > > things? If it was customized to do these things, how hard would future > > > upgrades be? > > > > > The customizations are very localized and the upgrades are quite > > simple. I recommend some type of regression testing to confirm > > functionality, but I would recommend that for an upgrade to Remedy > > or any other product. We like RT a lot and chose it over Remedy. > > > > Cheers, > > Ken > > Thanks to everyone for their answers so far. Couple more questions. > > What about routing the initial request based on criteria? Any way to do > that? We won't have a "dispatcher" that reassigns requests as they come > in, so this is a pretty important piece. > > For example, currently in Remedy if a user from New York enters a > request with a category of Desktop/Hardware/Printer Problem it would get > routed to a specific group or queue, like "New York SE". Any way to do > something similar? > > I'm would also interested in importing existing Remedy data. I realize > not all the data would be applicable, but I would want to import the old > data. I'm assuming I can do that somehow. Haven't searched for that > specifically yet. > > Lastly, how scalable is RT? I guess I could find some blurbs on the site > somewhere about it as well, but just wondering how many requests others > have in their DBs. Can RT handle several hundred thousand requests in > the DB? > > Thanks a lot. > > James > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.baarman at citec.fi Thu Feb 14 01:42:18 2008 From: johan.baarman at citec.fi (Johan Baarman) Date: Thu, 14 Feb 2008 08:42:18 +0200 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: Message-ID: Hi Torsten, Just out of curiosity, may I ask what kind of hardware setup that might be? You seem to be running a hugh instance and still have descent page loads. We are experiencing slow performance in our environment although we have a fairly fast db-server and rt-server. /Johan On 2/14/08 8:01 AM, "Torsten Brumm" wrote: > Hi James, > we run RT in a huge environment (30.000 active Users, round about 20.000 new > tickets a day) and you can have it running fast (page load times from round > about <2s) but it is depending on your hardware setup and software tuning, but > like Todd said, ask jesse, he can support you very well. > > Torsten > ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Thu Feb 14 01:53:02 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 14 Feb 2008 07:53:02 +0100 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: References: Message-ID: Hi Johan, in our case it is a IBM pSeries p595 with 16 (quad core) CPU's for the DB and 96GB RAM at this moment and 4 Webserver Intel based with 4 CPU's and 4 GB RAM. The load times <2sec means a overall (measured with Cacti) for most common activities. More in detail: 1. Login 5-10sec (depending on amount of queues and loaded "Modules" at the RT At A Glance page 2. Open a queue view from Quicksearch <0,5sec 3. Open a "normal" ticket <1sec PS: and there is also enough space for optimizations (old MySQL Release, older RT Release) so i'm looking forward to speed it up more. Torsten 2008/2/14, Johan Baarman : > > Hi Torsten, > > Just out of curiosity, may I ask what kind of hardware setup that might > be? You seem to be running a hugh instance and still have descent page > loads. We are experiencing slow performance in our environment although we > have a fairly fast db-server and rt-server. > > /Johan > > > On 2/14/08 8:01 AM, "Torsten Brumm" wrote: > > Hi James, > we run RT in a huge environment (30.000 active Users, round about 20.000new tickets a day) and you can have it running fast (page load times from > round about <2s) but it is depending on your hardware setup and software > tuning, but like Todd said, ask jesse, he can support you very well. > > Torsten > > ########################################### > > This message has been scanned by F-Secure Anti-Virus for Microsoft > Exchange. > For more information, connect to http://www.f-secure.com/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ajakubas at arces.net Thu Feb 14 05:23:08 2008 From: ajakubas at arces.net (Arkadiusz Jakubas) Date: Thu, 14 Feb 2008 11:23:08 +0100 Subject: [rt-users] 0 tickets found when using custom fields In-Reply-To: References: Message-ID: I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) : SELECT COUNT(DISTINCT main.id) FROM (((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) AND( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) WHERE ((CustomFields_2.Name = 'Approval')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (ObjectCustomFieldValues_3.Content LIKE '%1. Pending%') ) ) result : +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 0 | +-------------------------+ Then i modified query a little removed: (ObjectCustomFieldValues_3.Content LIKE '%1. Pending%') and (CustomFields_2.Name = 'Approval')) changed from: SELECT COUNT(DISTINCT main.id) to SELECT * query: SELECT * FROM (((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) AND( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) WHERE (( main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND (( main.Type = 'ticket')) order by main.LastUpdated desc limit 100 ; some result: | id | EffectiveId | Queue | Type | IssueStatement | Resolution | Owner | Subject | InitialPriority | FinalPriority | Priority | TimeEstimated | TimeWorked | Status | TimeLeft | Told | Starts | Started | Due | Resolved | LastUpdatedBy | LastUpdated | Creator | Created | Disabled | id | CustomField | ObjectId | SortOrder | Creator | Created | LastUpdatedBy | LastUpdated | id | Name | Type | Description | SortOrder | Creator | Created | LastUpdatedBy | LastUpdated | Disabled | LookupType | Repeated | Pattern | MaxValues | id | ObjectId | CustomField | Content | Creator | Created | LastUpdatedBy | LastUpdated | ObjectType | LargeContent | ContentType | ContentEncoding | SortOrder | Disabled | +-------+-------------+-------+--------+----------------+------------+-------+---------------------------+-----------------+---------------+----------+---------------+------------+--------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+------+-------------+----------+-----------+---------+---------+---------------+-------------+------+------+------+-------------+-----------+---------+---------+---------------+-------------+----------+------------+----------+---------+-----------+------+----------+-------------+---------+---------+---------+---------------+-------------+------------+--------------+-------------+-----------------+-----------+----------+ | 22285 | 22285 | 6 | ticket | 0 | 0 | 91191 | Juniper | 20 | 39 | 22 | 0 | 0 | open | 0 | 2008-02-14 08:24:01 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-24 01:13:50 | 1970-01-01 00:00:00 | 620 | 2008-02-14 08:24:01 | 50067 | 2008-02-13 20:18:20 | 0 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | | 22269 | 22269 | 53 | ticket | 0 | 0 | 93603 | Account | 10 | 29 | 19 | 0 | 30 | open | 0 | 2008-02-13 10:04:11 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-17 16:01:13 | 1970-01-01 00:00:00 | 5786 | 2008-02-14 07:00:43 | 93260 | 2008-02-12 16:01:13 | 0 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | | 22286 | 22286 | 47 | ticket | 0 | 0 | 50067 | Server reboot | 10 | 29 | 14 | 0 | 60 | open | 0 | 2008-02-14 04:13:11 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-19 02:50:52 | 1970-01-01 00:00:00 | 5786 | 2008-02-14 07:00:30 | 96040 | 2008-02-14 02:50:52 | 0 | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | Is this some kind of bug ? There shouldn't be so many NULLs -------------- next part -------------- An HTML attachment was scrubbed... URL: From pgoffin at mtl-inst.com Thu Feb 14 06:27:22 2008 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Thu, 14 Feb 2008 11:27:22 +0000 Subject: [rt-users] Anyone looked at a ShowUsers patch? Message-ID: I understand that the right to modify users shouldn't be given to anyone but sysadmins, but being able to see user details is something we'd find pretty useful. Has anyone found a way to implement a "ShowUsers" right or something similar? Paul Goffin This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Feb 14 06:40:40 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 14 Feb 2008 14:40:40 +0300 Subject: [rt-users] [ANNOUNCE] Service Level Agreements extension Message-ID: <589c94400802140340j64e10c27l3e9605ce318afaf@mail.gmail.com> Hello, dear RT user, I'm proud to announce our new extension that would allow you to mainatain Due dates of tickets in semi-automatic way. Features: * multiple levels of service * per queue default levels of service * resolve or/and response deadlines * multiple business hours sets * out of hours modifiers You can find it on the CPAN, before installation you can read the following doc: http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm -- Best regards, Ruslan. From jesse at bestpractical.com Thu Feb 14 09:52:52 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 14 Feb 2008 09:52:52 -0500 Subject: [rt-users] RT Reporting - We need your wishlists Message-ID: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? From traiano at gmail.com Thu Feb 14 10:10:29 2008 From: traiano at gmail.com (Traiano Welcome) Date: Thu, 14 Feb 2008 17:10:29 +0200 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: Problem Trending :-) I understand the difficulties of implementing this, not least that problem categories vary in definition from company to company, but basically: A report based on a custom fields in a ticket, where the organisation creates a custom field for problem categories and then draws a bar chart report on all tickets based on the "problem type" field. Regards, T. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- There is no Spoon. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Feb 14 10:23:27 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 14 Feb 2008 18:23:27 +0300 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <589c94400802140723s7f8623e8rf90ee5fdbe4a3a40@mail.gmail.com> Afaiu it's in RT already :) Tickets -> build search with defined queue condition -> show results -> chart grouped by custom field xxx -> go On Thu, Feb 14, 2008 at 6:10 PM, Traiano Welcome wrote: > Problem Trending :-) > > I understand the difficulties of implementing this, not least that problem > categories vary in definition from company to company, but basically: A > report based on a custom fields in a ticket, where the organisation creates > a custom field for problem categories and then draws a bar chart report on > all tickets based on the "problem type" field. > > Regards, > T. > > > On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent > wrote: > > > Hi Everybody, > > > > I have an RT hacker working on a new, expanded reporting tool for RT. > > While I can't promise that we'll implement _every_ report you want, we > > could really use your wishlists. > > > > What reporting and statistics do you want to get out of RT? > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > > There is no Spoon. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From traiano at gmail.com Thu Feb 14 10:28:47 2008 From: traiano at gmail.com (Traiano Welcome) Date: Thu, 14 Feb 2008 17:28:47 +0200 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <589c94400802140723s7f8623e8rf90ee5fdbe4a3a40@mail.gmail.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> <589c94400802140723s7f8623e8rf90ee5fdbe4a3a40@mail.gmail.com> Message-ID: Oooo! Cool, thanks! :-) T. On Thu, Feb 14, 2008 at 5:23 PM, Ruslan Zakirov wrote: > Afaiu it's in RT already :) > > Tickets -> build search with defined queue condition -> show results > -> chart grouped by custom field xxx -> go > > On Thu, Feb 14, 2008 at 6:10 PM, Traiano Welcome > wrote: > > Problem Trending :-) > > > > I understand the difficulties of implementing this, not least that > problem > > categories vary in definition from company to company, but basically: A > > report based on a custom fields in a ticket, where the organisation > creates > > a custom field for problem categories and then draws a bar chart report > on > > all tickets based on the "problem type" field. > > > > Regards, > > T. > > > > > > On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent > > wrote: > > > > > Hi Everybody, > > > > > > I have an RT hacker working on a new, expanded reporting tool for RT. > > > While I can't promise that we'll implement _every_ report you want, we > > > could really use your wishlists. > > > > > > What reporting and statistics do you want to get out of RT? > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > -- > > > > There is no Spoon. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -- There is no Spoon. -------------- next part -------------- An HTML attachment was scrubbed... URL: From roydepp at gmail.com Thu Feb 14 10:32:22 2008 From: roydepp at gmail.com (Roy Depp) Date: Thu, 14 Feb 2008 17:32:22 +0200 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: Ability to generate reports on tickets history. For instance: 1- How much time a staff member worked on all tickets in the last month. 2- All open tickets which were replied from Jan to Mar. 3- All open tickets with specific custom field that was changed from Sep to Dec. 4- Who was the owner of Ticket X on date Y. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gleduc at mail.sdsu.edu Thu Feb 14 11:33:08 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 14 Feb 2008 08:33:08 -0800 Subject: [rt-users] Timezone problem RT-3.6.6 In-Reply-To: <1283.129.127.16.33.1202963963.squirrel@brooks.civeng.adela ide.edu.au> References: <1283.129.127.16.33.1202963963.squirrel@brooks.civeng.adelaide.edu.au> Message-ID: <6.2.1.2.2.20080214082850.022b0078@mail.sdsu.edu> Hi Stephen, I think the bug was in 3.6.1. You probably compensated for it somehow and now it's working the way it should. The reason I'm suggesting this is that when I first installed RT it was 3.6.1, and there was a timezone discrepancy with the time that was being applied to outgoing e-mails. The developers suggested I upgrade to 3.6.3 and the problem went away. I'd take a good look at the time and timezone settings on your server and then check to make sure that the settings in your RT config make sense in that context. Regards, Gene At 08:39 PM 2/13/2008, Stephen Carr wrote: >Dear All > >There seems to be a bug regarding the Timezone - it is bugging a user that >uses Eudora email client in that RT emails are 10:30 hours in the future >(at present Australia/Adelaide is +1030) - other email clients seem OK. > > >Below is a header of the email sent - not the line ###XXX### near bottom > >I think that RT use GMT in the database to manage requests from different >timezones. > >Any ideas / fix? > >It recently upgraded from 3.6.1 to 3.6.6 and had no complaints with 3.6.1 > >Thanks >Stephen Carr > > >Return-Path: >Received: from localhost ([unix socket]) > by brooks.civeng.adelaide.edu.au (Cyrus v2.3.8) with LMTPA; > Thu, 14 Feb 2008 12:01:16 +1030 ################################## >X-Sieve: CMU Sieve 2.3 >Received: from brooks.civeng.adelaide.edu.au (localhost [127.0.0.1]) > by brooks.civeng.adelaide.edu.au (8.14.2/8.14.2) with ESMTP id >m1E1VFk4021481 > (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NOT) > for ; Thu, 14 Feb 2008 12:01:15 +1030 >############### >Received: (from nobody at localhost) > by brooks.civeng.adelaide.edu.au (8.14.2/8.14.1/Submit) id >m1E1VFhN021478; > Thu, 14 Feb 2008 12:01:15 +1030 ##################### >Subject: [rt #1148] AutoReply: Lifedrive Sync with Oracle Calendar and >Palm Desktop ARS >From: RT Civeng >Reply-To: ZZ at civeng.adelaide.edu.au >In-Reply-To: >References: >Message-ID: >Precedence: bulk >X-RT-Loop-Prevention: rt >RT-Ticket: rt #1148 >Managed-by: RT 3.6.6 (http://www.bestpractical.com/rt/) >RT-Originator: AAA+ZZ at civeng.adelaide.edu.au >To: XXX at civeng.adelaide.edu.au >MIME-Version: 1.0 >Content-Transfer-Encoding: 8bit >Content-Type: text/plain; charset="utf-8" >X-RT-Original-Encoding: utf-8 >Date: Thu, 14 Feb 2008 12:01:15 +101800 #######XXXX################### >X-Scanned-By: MIMEDefang 2.63 on 129.127.16.1 >X-DSPAM-Result: Whitelisted >X-DSPAM-Processed: Thu Feb 14 12:01:16 2008 ############################ >X-DSPAM-Confidence: 0.9993 >X-DSPAM-Probability: 0.0000 >X-DSPAM-Signature: 47b399e4214865649514390 > > > > > >-- >Stephen Carr >Computing Officer >School of Civil and Environmental Engineering >The University of Adelaide >Tel +618-8303-4313 >Fax +618-8303-4359 >Email sgcarr at civeng.adelaide.edu.au > >CRICOS Provider Number 00123M >----------------------------------------------------------- >This email message is intended only for the addressee(s)and contains >information that may be confidential and/or copyright. If you are not the >intended recipient please notify the sender by reply email and immediately >delete this email. Use, disclosure or reproduction of this email by anyone >other than the intended recipient(s) is strictly prohibited. No >representation is made that this email or any attachments are free of >viruses. Virus scanning is recommended and is the responsibility of the >recipient. > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From mike.peachey at jennic.com Thu Feb 14 12:05:55 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 14 Feb 2008 17:05:55 +0000 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <47B474F3.7020609@jennic.com> Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? This is what I was asked for here (verbatim) and I responded with some cronned scripts: 1) Number of Tickets per week (Traffic) 2) Number of Untaken tickets older than 1working day (Responsiveness) 3) Number of unresolved Tickets older than 5 working days (Effectiveness) -- 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 __________________________________________________ From sturner at MIT.EDU Thu Feb 14 12:38:50 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 14 Feb 2008 12:38:50 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <6.2.3.4.2.20080214122412.04933cf0@po14.mit.edu> At Thursday 2/14/2008 09:52 AM, Jesse Vincent wrote: >Hi Everybody, > >What reporting and statistics do you want to get out of RT? - Reporting by requestor metadata (e.g. Organization). QB allows for filtering, but not for including these fields in the result set. - Various time-period measurements (e.g. time from ticket creation to first open; time from creation to resolution etc). - Escalation tracking, meaning tickets that originate in my queue but are moved to another. So, questions like: - How many tickets do we escalate, and to whom? - How long do tickets remain open after escalation? - Tracking of time that tickets are actively being worked on and time that they are 'inactive' (e.g. in a 'stalled' status, or waiting for a client's response). Our reporting strategy is actually to move data nightly into our Data Warehouse, with a simplified schema that facilitates easier reporting. We are almost ready for production on this. Some obstacles remain, though - custom fields are hard, and multiple requestors muddy the waters. Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IS&T) From jep at obrien-pifer.com Thu Feb 14 13:25:13 2008 From: jep at obrien-pifer.com (James Pifer) Date: Thu, 14 Feb 2008 13:25:13 -0500 Subject: [rt-users] Can RT replace Remedy? In-Reply-To: <20080213201511.GM12156@it.is.rice.edu> References: <1202930417.19620.35.camel@storage.obrien-pifer.com> <20080213201511.GM12156@it.is.rice.edu> Message-ID: <1203013513.19620.65.camel@storage.obrien-pifer.com> On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > We currently use Remedy and it's in need of an upgrade.If you know > > anything about Remedy you know that can be extremely costly. I'm trying > > to look at other Helpdesk products to see if something else could fit > > instead of staying with Remedy. > > > > Our helpdesk is somewhat customized, but we really don't take advantage > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > I have RT installed on a test server and configured for LDAP which is a > > requirement. > > > > We currently create and route tickets based on a three level category > > and the user's Location. My initial look at RT shows it as much simpler > > than that. Basically writing an email and submitting. I assume someone > > else is then responsible for routing the incoming tickets accordingly? > > > > Other things we do: > > > > 1) Escalations? We have tickets with four different severity levels, > > like Critical, High, Medium, and Low. Depending on the severity level > > AND which group the ticket is assigned to, if nothing happens on a > > ticket within a certain amount of time, an escalation > > notification(email) is sent. Each group has three levels for during and > > after business hours, plus three more global higher levels. These levels > > are set for each group. > > > Yes, this is configurable. Check the wiki for information. Are you referring to EscalatePriority and the other examples on that page? I assume because that's the only escalate I see. I guess I view an escalation a bit differently. Our view of escalation is more of a notification to the next person in line or within the group/queue. For example, a request comes in that is Critical. If nothing happens to that ticket within 30 minutes and escalation (or notification email) is sent to the appropriate person, and the request is marked as Escalated. This would happen over and over until the highest level of escalation is reached. I guess just about anything is possible depending on the customization I want to do, right? Looks like what I want do to will require a significant about of custom fields, etc. Plus running rt-crontool pretty often. I'll step back and look at how requests get entered. I'll need them to get them entered with more specific details (like categories) before I can even think about escalations anyway. Thanks, James From Steve_McStravick at breconridge.com Thu Feb 14 13:28:51 2008 From: Steve_McStravick at breconridge.com (McStravick, Steve) Date: Thu, 14 Feb 2008 13:28:51 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: References: Message-ID: Historical looking reports: -Status History per ticket (Default new->open->stalled->resolved) -Geneology (show the status history of a ticket along with it's nested children & grand children or other dependancy tickets (great for tracking approvals!)) -A report that spits out the history of a ticket (in printable format!)...for the auditors & contractors who aren't users of the system -Time worked per ticket owner (if a ticket gets passed around I want to see the accumulated time worked broken down) Steve "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." From Roy.Sowa at rcmp-grc.gc.ca Thu Feb 14 14:27:05 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Thu, 14 Feb 2008 14:27:05 -0500 Subject: [rt-users] Not getting queue name in replies... Message-ID: <47B44FB9020000AE00006377@ACPIC-S406.a.rcmp-grc.gc.ca> Help.. I don't know how , but i broke it... I send a new request via email to a Queue nam at RT....... Ticket is received O.k. in RT... I get my autoreply message and the FROM: has the proper Queue name.... ( good ) I reply to the the autoreply message ( good) I use the RT gui and reply to this new ticket ticket... mail goes out... BUT the from: field has my username ( not the queue name ) the Reply-To field has the queue name... The email I get as the user has " username at RT...." in the FROM: subject line makes correct reference to the ticket.. Replying to ticket does not work ... quickly troubleshooting 3.6.5 mysql What did I do to muck it ... advice asap From HelmuthRamirez at compupay.com Thu Feb 14 14:33:35 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 14 Feb 2008 14:33:35 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <7314881427FC8A4081673E8CEEA7924908565810@EXMIAMI01.compupay.com> >From our Helpdesk: To be able to report on the custom fields and their breakdowns. For example we have: Help Requests -> email related -> telecomm -> printers Work Orders -> email related -> telecomm -> new hires I would like a report that displays the total of each category and subcategory with options such as date range and groups/individuals. For example: Date: Begin - End Group: Helpdesk Tech: ALL Type of Request Category Opened Closed Total *************** ******** ****** ****** ***** Help Requests email related 5 2 7 telecomm 2 6 8 printers 3 7 10 Total Help Requests 10 15 25 Work Orders email related 4 7 11 telecomm 8 1 9 new hires 6 2 8 Total Work Orders 18 10 28 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Thursday, February 14, 2008 9:53 AM To: Users rt-Users Subject: [rt-users] RT Reporting - We need your wishlists Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From stretchoutandwait at gmail.com Thu Feb 14 14:45:06 2008 From: stretchoutandwait at gmail.com (Chris) Date: Thu, 14 Feb 2008 14:45:06 -0500 Subject: [rt-users] including some text, automatically, in Reply's message field Message-ID: <6fafefb40802141145r654a81fbm1e98c7b646e1084b@mail.gmail.com> Hello all, I was just wondering if, when replying to a ticket, text can be pulled into the message field automatically. What I'd like to do is include the Resolved template's "According to our records..." message in the field by default, to state explicitly that the issue is closed, and then type in our explanation of the fix manually, and have it go out as one consolidated email. Is that possible? Thanks, Chris From gevans at hcc.net Thu Feb 14 15:03:26 2008 From: gevans at hcc.net (Greg Evans) Date: Thu, 14 Feb 2008 12:03:26 -0800 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <016501c86f44$aafc4d60$1200a8c0@hcc.local> I like that one a lot. That would be great report for me to use here at work. Greg Evans _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Traiano Welcome Sent: Thursday, February 14, 2008 7:10 AM To: Jesse Vincent Cc: Users rt-Users Subject: Re: [rt-users] RT Reporting - We need your wishlists Problem Trending :-) I understand the difficulties of implementing this, not least that problem categories vary in definition from company to company, but basically: A report based on a custom fields in a ticket, where the organisation creates a custom field for problem categories and then draws a bar chart report on all tickets based on the "problem type" field. Regards, T. On Thu, Feb 14, 2008 at 4:52 PM, Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- There is no Spoon. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy.Sowa at rcmp-grc.gc.ca Thu Feb 14 15:22:22 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Thu, 14 Feb 2008 15:22:22 -0500 Subject: [rt-users] Not getting queue name in replies... Message-ID: <47B45CAE020000AE00006382@ACPIC-S406.a.rcmp-grc.gc.ca> Found it ... my bad...( more learning ) In /opt/rt3/RT_Config.pm had this line set incorrectly... Set($UseFriendlyFromLine , 0); From rlansaldo at amherst.edu Thu Feb 14 17:22:48 2008 From: rlansaldo at amherst.edu (Rob Ansaldo) Date: Thu, 14 Feb 2008 17:22:48 -0500 Subject: [rt-users] Performance issues with 3.6.6 upgrade In-Reply-To: <20080205143553.GO4201@it.is.rice.edu> References: <5A204E5C758A4345B42F34924B6141FA061A1E@mail7.amherst.edu> <9A2CF548-EFB8-458B-B63C-73180C0462EE@bestpractical.com> <5A204E5C758A4345B42F34924B6141FA061A27@mail7.amherst.edu> <20080205143553.GO4201@it.is.rice.edu> Message-ID: <5A204E5C758A4345B42F34924B6141FA061A5F@mail7.amherst.edu> On Feb 5, 2008 9:36 AM, Kenneth Marshall wrote: > On Tue, Feb 05, 2008 at 09:24:07AM -0500, Rob Ansaldo wrote: > > On Feb 4, 2008, at 3:34 PM, Jesse Vincent wrote: > > > On Feb 4, 2008, at 2:37 PM, Rob Ansaldo wrote: > > > > > > > We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that > > > > interactive response time on 3.6.6 is much slower than 3.6.4. > > > > Using the exact same hardware, OS, and MySQL db - most screens > > > > (ie; at a glance, ticket display) take less than 0.5 seconds when > > > > using 3.6.4 and 3 or more seconds on 3.6.6. > > > > > > > > > > I have a sneaking suspicion it's related to bugs in the older 5.0.x > > mysql you're running. But what does your slow query log say? > > > > Based on this and the note from Ken Marshall, I upgraded to MySQL > > 5.0.51a. The speed is a little better (1.5 to 2 sec) as noted by the > > "Time to display" at the bottom of the screen, but the actual wall > > clock time is still several times that. Initial log in displays a time > > at the bottom of 2 seconds maybe, but the actual time for the system > > to display anything in the browser is over a minute. If I switch back > > to 3.6.4, everything is done a fraction of a second. Slow query log > > has nothing except startup messages in it under both 3.6.4 and 3.6.6. > > Rob, > > The time at the bottom of the page is calculated when the page is presented by the RT server. The additional time I am assuming is time spent in the browser rendering the page. I wonder what changes were made between 3.6.4 and 3.6.6 that slowed the rendering so dramatically. We are getting ready to upgrade to the 3.6.x series and I would like to be able to use the latest release. Maybe Jesse has some ideas. > > Cheers, > Ken Ken, thanks very much for the info. I don't think it's the browser though; I can see the httpd process using 100% cpu while waiting for the page, tcpdump shows there's no data going to the browser for most of this time. Not sure what it's up to at that time, nothing interesting in the apache logs. I've gone back to 3.6.4, which is working well. Rob From sheenk at zbzoom.net Thu Feb 14 21:04:36 2008 From: sheenk at zbzoom.net (Kevin Sheen) Date: Thu, 14 Feb 2008 21:04:36 -0500 Subject: [rt-users] Hierarchy of categories Message-ID: <200802150204.m1F24Yem015474@mx-8.zoominternet.net> Hi, we are currently evaluating rt as a replacement for an in-house developed ticket system. One part of our current system that I'd like to try to replicate is a hierarchy of categories that we use to track issues with. Here is a quick example - if a Level 1 category contained Network, the Level 2 subcategories might be Remote access, LAN or WAN. Another example would be a L1 category of EDI would have L2 subcategories of X12 data problem and Problem with IDOC. In essence the L2 subcategories are related to the L1 category. I've seen the custom field configuration and see that you can create a 'select one value' type that would have all of our L1 categories but I'm uncertain about how to add the subcategory short of adding a couple of custom database tables that are related. I've got the rt book and I'm about half way through it. I've also looked at the past couple of months of e-mail messages but nothing has jumped out at me yet. Our trial system is running rt 3.6.5. thanks in advance, Kevin From sgcarr at civeng.adelaide.edu.au Fri Feb 15 01:49:08 2008 From: sgcarr at civeng.adelaide.edu.au (Stephen Carr) Date: Fri, 15 Feb 2008 17:19:08 +1030 (CST) Subject: [rt-users] Timezone problem RT-3.6.6 In-Reply-To: <6.2.1.2.2.20080214082850.022b0078@mail.sdsu.edu> References: <1283.129.127.16.33.1202963963.squirrel@brooks.civeng.adelaide.edu.au> <6.2.1.2.2.20080214082850.022b0078@mail.sdsu.edu> Message-ID: <58713.60.242.73.78.1203058148.squirrel@brooks.civeng.adelaide.edu.au> Dear All Sorry to bother this list - the problem was a setting in Eudora email client - the Date Display was set to "Localtime" but should be Senders Timezone. Only after getting access to the users laptop was I able fix the "problem" - I wonder why the user never noticed it before. Thanks Stephen Carr Gene LeDuc wrote: > Hi Stephen, > > I think the bug was in 3.6.1. You probably compensated for it somehow and > now it's working the way it should. The reason I'm suggesting this is > that > when I first installed RT it was 3.6.1, and there was a timezone > discrepancy with the time that was being applied to outgoing e-mails. The > developers suggested I upgrade to 3.6.3 and the problem went away. I'd > take a good look at the time and timezone settings on your server and then > check to make sure that the settings in your RT config make sense in that > context. > > Regards, > Gene > > At 08:39 PM 2/13/2008, Stephen Carr wrote: >>Dear All >> >>There seems to be a bug regarding the Timezone - it is bugging a user >> that >>uses Eudora email client in that RT emails are 10:30 hours in the future >>(at present Australia/Adelaide is +1030) - other email clients seem OK. >> >> >>Below is a header of the email sent - not the line ###XXX### near bottom >> >>I think that RT use GMT in the database to manage requests from different >>timezones. >> >>Any ideas / fix? >> >>It recently upgraded from 3.6.1 to 3.6.6 and had no complaints with 3.6.1 >> >>Thanks >>Stephen Carr >> >> >>Return-Path: >>Received: from localhost ([unix socket]) >> by brooks.civeng.adelaide.edu.au (Cyrus v2.3.8) with LMTPA; >> Thu, 14 Feb 2008 12:01:16 +1030 >> ################################## >>X-Sieve: CMU Sieve 2.3 >>Received: from brooks.civeng.adelaide.edu.au (localhost [127.0.0.1]) >> by brooks.civeng.adelaide.edu.au (8.14.2/8.14.2) with ESMTP id >>m1E1VFk4021481 >> (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 >> verify=NOT) >> for ; Thu, 14 Feb 2008 12:01:15 >> +1030 >>############### >>Received: (from nobody at localhost) >> by brooks.civeng.adelaide.edu.au (8.14.2/8.14.1/Submit) id >>m1E1VFhN021478; >> Thu, 14 Feb 2008 12:01:15 +1030 >> ##################### >>Subject: [rt #1148] AutoReply: Lifedrive Sync with Oracle Calendar and >>Palm Desktop ARS >>From: RT Civeng >>Reply-To: ZZ at civeng.adelaide.edu.au >>In-Reply-To: >>References: >>Message-ID: >> >>Precedence: bulk >>X-RT-Loop-Prevention: rt >>RT-Ticket: rt #1148 >>Managed-by: RT 3.6.6 (http://www.bestpractical.com/rt/) >>RT-Originator: AAA+ZZ at civeng.adelaide.edu.au >>To: XXX at civeng.adelaide.edu.au >>MIME-Version: 1.0 >>Content-Transfer-Encoding: 8bit >>Content-Type: text/plain; charset="utf-8" >>X-RT-Original-Encoding: utf-8 >>Date: Thu, 14 Feb 2008 12:01:15 +101800 >> #######XXXX################### >>X-Scanned-By: MIMEDefang 2.63 on 129.127.16.1 >>X-DSPAM-Result: Whitelisted >>X-DSPAM-Processed: Thu Feb 14 12:01:16 2008 ############################ >>X-DSPAM-Confidence: 0.9993 >>X-DSPAM-Probability: 0.0000 >>X-DSPAM-Signature: 47b399e4214865649514390 >> >> >> >> >> >>-- >>Stephen Carr >>Computing Officer >>School of Civil and Environmental Engineering >>The University of Adelaide >>Tel +618-8303-4313 >>Fax +618-8303-4359 >>Email sgcarr at civeng.adelaide.edu.au >> >>CRICOS Provider Number 00123M >>----------------------------------------------------------- >>This email message is intended only for the addressee(s)and contains >>information that may be confidential and/or copyright. If you are not >> the >>intended recipient please notify the sender by reply email and >> immediately >>delete this email. Use, disclosure or reproduction of this email by >> anyone >>other than the intended recipient(s) is strictly prohibited. No >>representation is made that this email or any attachments are free of >>viruses. Virus scanning is recommended and is the responsibility of the >>recipient. >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > > > -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email sgcarr at civeng.adelaide.edu.au CRICOS Provider Number 00123M ----------------------------------------------------------- This email message is intended only for the addressee(s)and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. From nicolas.guiot at risc-security.com Fri Feb 15 05:19:04 2008 From: nicolas.guiot at risc-security.com (Nicolas GUIOT) Date: Fri, 15 Feb 2008 11:19:04 +0100 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <20080215111904.48abd39e@lapcolas> Hi, I'm a recent user/admin of rt, which was already setup in my new company, so I don't know much about the historical of RT. What I'm wishing, I don't even know if it's technically feasible, is that when you reply to a ticket, the email that it sends is interpreted as a "reply", so that my mail reader can sort them with hierarchy (I hope I'm clear...). If you think it's a bad idea, could you please explain me why (I can also accept if you say "not important enough to spend time on this"...) Thanks for your efforts. Nicolas On Thu, 14 Feb 2008 09:52:52 -0500 Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for > RT. While I can't promise that we'll implement _every_ report you > want, we could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Fri Feb 15 05:54:04 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 15 Feb 2008 11:54:04 +0100 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <20080215105404.GC6143@easter-eggs.com> On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? here is a list of things we made here (some already exists with current Reports module in 3.6.x): (many charts use our 'Customer' customfield value for grouping) - Count of open tickets for the current month grouped by CF "customer" - Count of open tickets for the current month for a named value of CF "customer", grouped by CreatedDaily - Count of Tickets unresolved since at least 1 month grouped by CF "customer" - Count of Tickets unresolved since at least 1 month for a named value of CF "customer", grouped by CreatedDaily - Count of Tickets unresolved since at least 1 week grouped by CF "customer" - Count of Tickets unresolved since at least 1 week for a named value of CF "customer", grouped by CreatedDaily - Count of Tickets, grouped by CF "responsability" - TimeWorked sum for current month tickets, grouped by CF "customer" Charts wanted which we didn't did (need to much work): - Average time to resolve tickets grouped by CF "customer" - Ticket count grouped by Priority and CF "responsability" Mostly, the current lack on Reports module is to easily charts times (some like TimeWorked can be done by Modifying Search/Chart and Search/Elements/Chart (tip: s/COUNT/SUM/ ;)), but creating reports with a difference between for example OpenDate and ResolveDate seems more difficult). It would be nice also to have a link for downloading the generated datas as csv on the Chart page. Hope this can help making a powerfull RT reporting tool :)). From carlos at applianz.com Fri Feb 15 08:42:04 2008 From: carlos at applianz.com (Carlos Solorzano) Date: Fri, 15 Feb 2008 07:42:04 -0600 Subject: [rt-users] corrupted attachments with fetchmail Message-ID: <47B596AC.6010505@applianz.com> Perl 5.8.8 Fetchmail 6.3.8+RPA+NTLM+SDPS+SSL+NLS Rt 3.6.3 Basically any emails we get with attachments the attachments get corrupted no matter how small or what type they are. And we tend to get this on the top of most emails: This is a multi-part message in MIME format... ------------=_1203009024-4685-2 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit How can we fix this? we were suggested mimeStrip.pl however I am unsure of how to hook that up with our fetchmail rc file, maybe you guys can help with that? poll pop.abcdfg.com with proto POP3 and options no dns options user 'app.support' with pass "asdfghjkl" is 'app.support' here options ssl mda "/var/www/rt/rt-3.6.3/bin/rt-mailgate --url https://127.0.0.1 --queue General --action correspond" Any suggestions are welcome, we are at a loss and don't know what to do. Thanks, --Carlos From sholmes42 at mac.com Fri Feb 15 08:49:09 2008 From: sholmes42 at mac.com (Steve Holmes) Date: Fri, 15 Feb 2008 08:49:09 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <43be87180802150549j7ef67c34qadb842cd9c1de43@mail.gmail.com> Jesse, What my group really wants is a way to generate weekly status reports from RT. I.e. a report of ticket/task activity with all the transaction comments. Not a finished report, but something that could be dropped into a text editor and cleaned up for the public. I know I could do this with the rt command, but it isn't straight forward. An easy way to do it would be great. Of course the word 'weekly' is key. We would want to be able to say 'from date - to date' or ' since date' or 'last 7 days'. Thanks! Steve Holmes On Thu, Feb 14, 2008 at 9:52 AM, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Fri Feb 15 09:33:34 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 15 Feb 2008 15:33:34 +0100 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <1203086014.29910.35.camel@pcx4546.desy.de> Hi! I would like a report for a year, which report how long tickets with the subject "foo*" in the Queue x were in the states new, open or stalled All these tickets could have sub tickets (children) in the queue y and z. All these direct children should also be evaluated. The report should consider the total time for tickets in x, and the shares/fractions in the queue y and z. The result should show the average time over the period for tickets in x,y and z and in percent. Maybe x is 100%, than (x-(y+z)), y and z. In the end I need something which says. You had 1000 Tickets with subject foo* in queue x. In queue x they stayed 4240 h in new, open or stalled. The depending tickets in y stayed 1020 h in new, open or stalled in z 2900 h in new, open or stalled, in x (without the time of y and z) they stayed 320 h. best regards! On Do, 2008-02-14 at 09:52 -0500, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ktm at rice.edu Fri Feb 15 09:40:26 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 15 Feb 2008 08:40:26 -0600 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <20080215144026.GV12156@it.is.rice.edu> On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > Here are typical reports that we use here at Rice: Case Load Trending. - Year to year trending view, by month of tickets logged. Each month's total consists of tickets closed during that month and currently open tickets. These are gathered on a per queue basis, then summed to provide a departmental overview. Response Time. - Response to new tickets is tracked. Time is calculated by subtracting the "Started " field from the " Business Time Start" field. Responses to Urgent tickets are also tracked as a subset. Tickets with the word "Urgent" in the subject line are sorted into this subset. Problem Resolution Time. - Pie chart breakdown of resolution times. Current segmentation is same day, 1-3 days, 3 - 7 days, Greater than a week. These buckets are arbitrary and should be user selectable. Resolution Time - Median - The median resolution time for issues are tracked by queue on a monthly basis. Used for trend analysis . Category Breakdown - Pie Chart to show the distribution of the type of issues being reported/resolved. This is a compilation of the information entered in the custom "Resolution Category" field. The report should allow the user to select time windows. The ability to show trends (year to year shifts) would also be great. Regards, Ken From m.d.chappell at bath.ac.uk Fri Feb 15 09:44:28 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Fri, 15 Feb 2008 14:44:28 +0000 Subject: [rt-users] Merging 2 RT instances Message-ID: <47B5A54C.1040508@bath.ac.uk> Since I've been unable to find code to do this anywhere else... So details on how we merged a departmental RT instance into our central RT system. https://wiki.bath.ac.uk/display/rt/Import+and+Export The privileged users, groups, queues and ACLs were all manually created before the import, using various scripts that we have for maintaining our central queues. This was primarily because we didn't want the old queue names or groups. A word of warning, on our 200Meg / 3000 ticket donor system it did manage to chomp it's way through nearly a gig of ram during import. It also appears to have shown up a weird bug in DBIx::SearchBuilder which means that it passing undef in as id and EffectiveId doesn't trigger the use of 'auto' sequences... Mark -- Mark Chappell Unix Systems Administrator From stretchoutandwait at gmail.com Fri Feb 15 09:50:57 2008 From: stretchoutandwait at gmail.com (Chris) Date: Fri, 15 Feb 2008 09:50:57 -0500 Subject: [rt-users] Why Resolve + Comment? In-Reply-To: <20080208181210.GE25458@zaphod.mvlan.net> References: <20080208181210.GE25458@zaphod.mvlan.net> Message-ID: <6fafefb40802150650m54e9f6feke5ce462332e5d97c@mail.gmail.com> On Fri, Feb 8, 2008 at 1:12 PM, Jean-Sebastien Morisset wrote: > requestor doesn't see the summary of work done because > it's a comment and not a reply. Jean-Sebastien, I am working on this same thing. Kenn Crocker's comment in this thread about not messing with the internals of RT sounds good to me, so the solution was just to make a template. Remember, templates can include perl, and so a template can do anything that perl can do. I'm no good with perl, so this often slips my mind. Anyway, based on an older message on rt-users, I made (using this word loosely) this new template: ************* Subject: Resolved: {$Ticket->Subject} According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. Comments about the resolution of this issue: { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CommentObj = $Transactions->First; if( $CommentObj && $CommentObj->id ) { $resolution_comment = $CommentObj->Content; } $resolution_comment; } ************* It works! Chris > We simply created our own "Resolve" template and include in that > template the last comment made when the ticket was resolved. That way we > didn't have to mess with any overrides or defaults in native RT. > > Kenn > LBNL Kenn, If your template is better (and it probably is, heheh), please post it. From scarty at gmail.com Fri Feb 15 09:53:13 2008 From: scarty at gmail.com (Sharlon Carty) Date: Fri, 15 Feb 2008 10:53:13 -0400 Subject: [rt-users] Not getting queue name in replies... In-Reply-To: <47B45CAE020000AE00006382@ACPIC-S406.a.rcmp-grc.gc.ca> References: <47B45CAE020000AE00006382@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <759127370802150653r6d8a240ej12acd4d99767bbf7@mail.gmail.com> Make sure you edit it in RT_SiteConfig.pm and not RT_Config.pm On Thu, Feb 14, 2008 at 4:22 PM, Roy Sowa wrote: > Found it ... > my bad...( more learning ) > > > In /opt/rt3/RT_Config.pm > had this line set incorrectly... > > Set($UseFriendlyFromLine , 0); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- - - Sharlon (c). -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Feb 15 12:01:08 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Feb 2008 09:01:08 -0800 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <6.2.3.4.2.20080214122412.04933cf0@po14.mit.edu> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> <6.2.3.4.2.20080214122412.04933cf0@po14.mit.edu> Message-ID: <47B5C554.4010400@lbl.gov> Jesse, I would add to the time-tracking part. Perhaps a new table or two that contain various time totals (hours for a ticket per CF Org code for a month/year, etc.) so the actual time spent on a ticket per month can be tracked to show monthly/yearly trends/statistics. Kenn LBNL On 2/14/2008 9:38 AM, Stephen Turner wrote: > At Thursday 2/14/2008 09:52 AM, Jesse Vincent wrote: >> Hi Everybody, >> >> What reporting and statistics do you want to get out of RT? > > - Reporting by requestor metadata (e.g. Organization). QB allows for > filtering, but not for including these fields in the result set. > - Various time-period measurements (e.g. time from ticket creation to > first open; time from creation to resolution etc). > - Escalation tracking, meaning tickets that originate in my queue but > are moved to another. So, questions like: > - How many tickets do we escalate, and to whom? > - How long do tickets remain open after escalation? > - Tracking of time that tickets are actively being worked on and time > that they are 'inactive' (e.g. in a 'stalled' status, or waiting for > a client's response). > > Our reporting strategy is actually to move data nightly into our Data > Warehouse, with a simplified schema that facilitates easier > reporting. We are almost ready for production on this. Some obstacles > remain, though - custom fields are hard, and multiple requestors > muddy the waters. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Feb 15 12:13:48 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Feb 2008 09:13:48 -0800 Subject: [rt-users] including some text, automatically, in Reply's message field In-Reply-To: <6fafefb40802141145r654a81fbm1e98c7b646e1084b@mail.gmail.com> References: <6fafefb40802141145r654a81fbm1e98c7b646e1084b@mail.gmail.com> Message-ID: <47B5C84C.4030607@lbl.gov> Chris, We do that. We built a template that includes statements WE want read embedded into the default RT header info (ticket number). We also include various ticket data info along with the comments we make when we resolve the ticket (or any other change to the ticket status that would involve the need for instructions). There's plenty of examples in wiki and the RT Essentials book. Kenn LBNL On 2/14/2008 11:45 AM, Chris wrote: > Hello all, > > I was just wondering if, when replying to a ticket, text can be pulled > into the message field automatically. What I'd like to do is include > the Resolved template's "According to our records..." message in the > field by default, to state explicitly that the issue is closed, and > then type in our explanation of the fix manually, and have it go out > as one consolidated email. Is that possible? > > Thanks, > Chris > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Feb 15 12:22:03 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Feb 2008 09:22:03 -0800 Subject: [rt-users] Hierarchy of categories In-Reply-To: <200802150204.m1F24Yem015474@mx-8.zoominternet.net> References: <200802150204.m1F24Yem015474@mx-8.zoominternet.net> Message-ID: <47B5CA3B.7030502@lbl.gov> Kevin, In the spirit of "more than one way to skin a cat" philosophy, why not just add another CF that is all the possible "L2/Sub-Category" values? When doing your queries, just refer to both CF's as a single "compound value" in your comparisons. They do NOT have to be different levels to work. If you didn't want certain combinations to exist, you could write a scrip that evaluated a certain combination and if it's a match, "return 0;". Hope that helps. Kenn LBNL On 2/14/2008 6:04 PM, Kevin Sheen wrote: > Hi, we are currently evaluating rt as a replacement for an in-house developed ticket system. > > One part of our current system that I'd like to try to replicate is a hierarchy of categories that we use to track issues with. > > Here is a quick example - if a Level 1 category contained Network, the Level 2 subcategories might be Remote access, LAN or WAN. Another example would be a L1 category of EDI would have L2 subcategories of X12 data problem and Problem with IDOC. In essence the L2 subcategories are related to the L1 category. > > I've seen the custom field configuration and see that you can create a 'select one value' type that would have all of our L1 categories but I'm uncertain about how to add the subcategory short of adding a couple of custom database tables that are related. > > I've got the rt book and I'm about half way through it. I've also looked at the past couple of months of e-mail messages but nothing has jumped out at me yet. > > Our trial system is running rt 3.6.5. > > > thanks in advance, Kevin > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Feb 15 12:33:33 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Feb 2008 09:33:33 -0800 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <47B5CCED.2070705@lbl.gov> Jesse, A couple thoughts. If a report module was just that, a completely independent set of code and DB Tables, then historical milestones of data (like monthly, yearly, etc.) could be stored, creating a tremendous foundation for many types of reports. As a "self-contained" module, it would also be easy to add to older versions (other than setting up a callback). It would also be nice to have a better way to print charts than to take a screen shot and save it on Word. Kenn LBNL On 2/14/2008 6:52 AM, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jsmoriss at mvlan.net Fri Feb 15 11:01:22 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Fri, 15 Feb 2008 16:01:22 +0000 Subject: [rt-users] File attachment error... Message-ID: <20080215160122.GC8256@zaphod.mvlan.net> One of my users was doing a resolve and attaching two files on a ticket, and received the following error: error: MIME::Body::File->open /tmp/BG1jEFDvhd: No such file or directory at /usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435. context: ... 431: if( $mode ne 'r' && $mode ne 'w' ) { 432: die "bad mode: '$mode'"; 433: } 434: 435: my $IO = IO::File->new($path, $mode) || die "MIME::Body::File->open $path: $!"; 436: 437: $IO->binmode() if $self->binmode; 438: 439: return $IO; ... code stack: /usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435 /usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335 /usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm:217 /opt/rt3/lib/RT/I18N.pm:388 /opt/rt3/lib/RT/I18N.pm:207 /opt/rt3/lib/RT/I18N.pm:205 /opt/rt3/lib/RT/I18N.pm:205 /opt/rt3/lib/RT/I18N.pm:162 /opt/rt3/lib/RT/Ticket_Overlay.pm:2406 /opt/rt3/lib/RT/Ticket_Overlay.pm:2357 /opt/rt3/lib/RT/Interface/Web.pm:592 /opt/rt3/share/html/Ticket/Display.html:145 /opt/rt3/share/html/Ticket/Update.html:218 /opt/rt3/share/html/autohandler:291 What do you guys think? I check /tmp and it's 7771, so there shouldn't be any problems writing any file in there. Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From web at umich.edu Fri Feb 15 13:58:54 2008 From: web at umich.edu (William Bulley) Date: Fri, 15 Feb 2008 13:58:54 -0500 Subject: [rt-users] problem building RT 3.6.5 on FreeBSD 7.0-PRERELEASE Message-ID: <20080215185854.GA6739@dell1> Maybe I am trying to do something on the "cutting edge", but I get the following error when I try to build the www/rt36 port on FreeBSD 7.0-PRERELEASE (this maybe something the FreeBSD RT port maintainer should resolve - dunno): =*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*= Congratulations. RT has been installed. You must now configure RT by editing /usr/local/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password in /usr/local/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) DBI connect(';host=localhost;port=4200','rtroot',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/rt3/sbin/rt-setup-database line 154 Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/rt3/sbin/rt-setup-database line 157. Database doesn't appear to exist. Aborting database drop. at /usr/local/rt3/sbin/rt-setup-database line 158. DBI connect(';host=localhost;port=4200','rtroot',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/rt3/sbin/rt-setup-database line 105 Failed to connect to dbi:mysql:;host=localhost;port=4200 as rtroot: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/rt3/sbin/rt-setup-database line 105. *** Error code 255 (ignored) ===================================================================== To complete the installation of this port, please follow these steps: 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to the default config file (/usr/local/rt3/etc/RT_Config.pm). 2. Configure the email and web gateways. Please refer to 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README 3. Restart Apache. 4. Do remember to *CHANGE* the root's password for the web interface. The default is "password" (without the quotes.) 5. Configure RT per the instructions at http://www.bestpractical.com/rt/docs.html ===================================================================== ===> Registering installation for rt-3.6.5 =*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*= Then I noticed the MySQL client was built, but not the server... #pkg_info | grep -i mysql mysql-client-5.0.51a Multithreaded SQL database (client) p5-DBD-mysql-4.006 MySQL driver for the Perl5 Database Interface (DBI) It seems odd to me that RT which depends on MySQL as the database wouldn't treat the MySQL server as a dependency. Am I missing something? Regards, web... -- William Bulley Email: web at umich.edu From ocraig at stillsecure.com Fri Feb 15 13:34:34 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 15 Feb 2008 11:34:34 -0700 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <1203100474.5682.66.camel@localhost.localdomain> On Thu, 2008-02-14 at 09:52 -0500, Jesse Vincent wrote: > I have an RT hacker working on a new, expanded reporting tool for > RT. > While I can't promise that we'll implement _every_ report you want, > we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? Hallelujah and glory be, thank you thank you thank you! Jesse, that's the best (work-related) Valentine's day email I've ever gotten. :-) RT as it stands is an absolute lifesaver at the tactical, day-to-day level, but management is constantly on my case (and I understand why) for reports to inform more strategic decisionmaking. I've actually been trying to figure out what I could do along these lines if I had time, and also what I might be able to convince my company to pay Best Practical to implement. Here's an abbreviated wishlist: A. Per-ticket cumulative time spent in one or more of an arbitrarily-selected list of states ('Status' field) broken down by selected tickets, Requestors, Queues, Owners, &etc B. Same as (A) but in 'business time' C. Similar to (A) and (B) but indicating averages by ticket owner D. number of times a ticket was resolved/reopened E. lowest/average/highest amount of time between email from customer and response back to customer, broken down by ticket, Requestor, Owner, or some combination thereof F. Daily/weekly/monthly/quarterly/yearly statistics: * # of tickets opened * # of tickets resolved * average times spent in various states (cf. (A) and (B) above) * # of tickets 'currently' in each state as of report end-date cutoff (all of these bullet items should of course be filterable by any/multiple/all of: Owner, Requestor, Queue, Custom Fields, AdminCc, &etc. G. Trending (including comparison between arbitrary time periods, e.g. quarter on quarter or month on month as well as just e.g. this month vs. last month) H. number of "touches" per ticket * # of Requestor emails * # of Comments * # of Corresponds * # of people involved in ticket * Requestors * AdminCcs * Ccs I realize I've probably cluttered this up by putting some filtering criteria into the bullet points, but really I think you'd want to be able to filter any reports based on some or all of the following criteria: Owner, Requestor, AdminCcs, Queue, various Custom Fields, time worked, creation date, open date, resolved date, reopen date, time of day, day of week, week of month, week of quarter, month of year, &etc. Also, auditability and constraint by time period: if I run a report today that shows statistics (or activity or whatever) for the past week, in six months I'll need to be able to run a report starting with the same criteria but specifying begin- and end-dates for this week, and those two reports should show exactly the same results. More thoughts as they occur, Ole -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From jesse at bestpractical.com Fri Feb 15 14:14:19 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 15 Feb 2008 14:14:19 -0500 Subject: [rt-users] problem building RT 3.6.5 on FreeBSD 7.0-PRERELEASE In-Reply-To: <20080215185854.GA6739@dell1> References: <20080215185854.GA6739@dell1> Message-ID: <20080215191419.GL16371@bestpractical.com> On Fri, Feb 15, 2008 at 01:58:54PM -0500, William Bulley wrote: > Maybe I am trying to do something on the "cutting edge", but > I get the following error when I try to build the www/rt36 > port on FreeBSD 7.0-PRERELEASE (this maybe something the > FreeBSD RT port maintainer should resolve - dunno): > You probably want to file a FreeBSD ticket about the issue From joe.casadonte at oracle.com Fri Feb 15 14:22:48 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 15 Feb 2008 14:22:48 -0500 Subject: [rt-users] OCIEnvNlsCreate error trying to initialize Oracle DB Message-ID: <47B5E688.5070902@oracle.com> Having been scared off of using SQLite even for a small system, I've now bought some more memory and put Oracle on my home machine. I can't get the damn schema set up, instead getting the following error: # perl sbin/rt-setup-database --dba=reqtrack --dba-password=foobar --action init DBI connect('reqtrack','reqtrack',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at sbin/rt-setup-database line 105 Failed to connect to dbi:Oracle:reqtrack as reqtrack: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at sbin/rt-setup-database line 105. I know that DBI is OK, because I run the following with no problem: # perl -MDBI -le 'DBI->connect("DBI:Oracle:", "reqtrack", "foobar");' # Does anyone know what could be wrong? I've checked all permissions, I've dropped and re-added the DB in case I screwed up the NLS stuff; everything seems to be set up OK. Oracle: 10.2.0.3 RT: 3.6.6 OS: Fedora Core 5 Perl: 5.8.8 Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From rkeidel at gmail.com Fri Feb 15 14:44:28 2008 From: rkeidel at gmail.com (Robert Keidel) Date: Fri, 15 Feb 2008 11:44:28 -0800 Subject: [rt-users] change subject string Message-ID: <91c16bf0802151144t59506faekcfd2e1e530c30147@mail.gmail.com> Hello, I am using RT 3.6.4, I setup the whole application, and everything works perfect. My manager wants me to make some changes in the system and I was able to do so for most of it. Now I am stuck on the point that I don't know where I can change/add something to the subject string. right now the string looks like this: [$rtname #375] Request for a PC repair I would like to change it to [$rtname Ticket/Case #375] Request for a PC repair Where can I change that, or how? Thanks for any help? Rok From sam.howard at officepcsupport.com Fri Feb 15 14:47:25 2008 From: sam.howard at officepcsupport.com (Samuel P. Howard) Date: Fri, 15 Feb 2008 12:47:25 -0700 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <47B5EC4D.1000907@OfficePCSupport.com> Hi Jesse! I've seen a lot of really great ideas come from this request so far, so hopefully I can ask for something good, too. :) Following on a request from a previous e-mail, we could really use the ability to report on tickets and get a breakdown in "Time Worked" per RT user/technician. Since a lot of our techs are contractors, we need to find a way to track their time as they've entered it in RT ... no entry, no money ... helps with keeping RT updated! In a lot of cases, however, a single tech may not work the entire ticket, so that's why we need the breakdown for each tech for each ticket (say in "resolved" status). Currently, we use a custom field to indicate if the ticket has been billed out yet ("Customer Billed?"), but that just gives us the overall Time Worked. We still have to dredge through each ticket to look for multiple tech's time. It's painful now, but will be *much* worse as we continue to grow. If anyone knows a way to do it with the existing tools, I'm all ears, BTW!!! Thanks for giving us such an awesome product ... I've been an RT advocate since RT v2.x. If my perl didn't suck so much, I'd love to be a contributor, but I don't think you want my perl ... :) Thanks, Sam Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Fri Feb 15 14:50:06 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 15 Feb 2008 14:50:06 -0500 Subject: [rt-users] We found a merged ticket In-Reply-To: References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> <20080212145942.GJ16371@bestpractical.com> <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> Message-ID: <20080215195006.GN16371@bestpractical.com> On Tue, Feb 12, 2008 at 05:43:24PM +0100, Mario Aeby wrote: > >>Without the output of Carp::cluck, it's not so useful, unfortunately. > > > Seems way too much information for me ... I hope you can figure it out? Yep. it's not recursion. It's RT::Transaction::TicketObj which should be made smarter. Rather than loading a ticket by id, it should be loading by id _and_ effective id. I'd love a patch. -- From KFCrocker at lbl.gov Fri Feb 15 15:12:11 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Feb 2008 12:12:11 -0800 Subject: [rt-users] change subject string In-Reply-To: <91c16bf0802151144t59506faekcfd2e1e530c30147@mail.gmail.com> References: <91c16bf0802151144t59506faekcfd2e1e530c30147@mail.gmail.com> Message-ID: <47B5F21B.9020400@lbl.gov> Robert, Here is some code we use that embeds ticket info into the subject line: Subject: Request Titled: "{$Ticket->Subject}" has been resolved! This ticket has been resolved. DO NOT reply to this message! ----------------------------------------------------------------------------- Hope this helps. Kenn LBNL On 2/15/2008 11:44 AM, Robert Keidel wrote: > Hello, > > I am using RT 3.6.4, I setup the whole application, and everything > works perfect. My manager wants me to make some changes in the system > and I was able to do so for most of it. Now I am stuck on the point > that I don't know where I can change/add something to the subject > string. > > right now the string looks like this: > > [$rtname #375] Request for a PC repair > > I would like to change it to > > [$rtname Ticket/Case #375] Request for a PC repair > > Where can I change that, or how? > > Thanks for any help? > > Rok > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gleduc at mail.sdsu.edu Fri Feb 15 15:45:57 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 15 Feb 2008 12:45:57 -0800 Subject: [rt-users] change subject string In-Reply-To: <91c16bf0802151144t59506faekcfd2e1e530c30147@mail.gmail.com > References: <91c16bf0802151144t59506faekcfd2e1e530c30147@mail.gmail.com> Message-ID: <6.2.1.2.2.20080215123853.022cc298@mail.sdsu.edu> Hi Robert, The [box] verbiage on the subject line (and the box itself) are set in the SetSubjectToken subroutine in SendEmail.pm. We modified it on our setup so we could remove the box entirely for certain outgoing messages. Regards, Gene At 11:44 AM 2/15/2008, Robert Keidel wrote: >I am using RT 3.6.4, I setup the whole application, and everything >works perfect. My manager wants me to make some changes in the system >and I was able to do so for most of it. Now I am stuck on the point >that I don't know where I can change/add something to the subject >string. > >right now the string looks like this: > >[$rtname #375] Request for a PC repair > >I would like to change it to > >[$rtname Ticket/Case #375] Request for a PC repair > >Where can I change that, or how? -- Gene LeDuc, GSEC Security Analyst San Diego State University From kfh at mqsoftware.com Fri Feb 15 16:01:07 2008 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 15 Feb 2008 15:01:07 -0600 Subject: [rt-users] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname In-Reply-To: <63BEA5E623E09F4D92233FB12A9F79430189ABEE@emailmn.mqsoftware.com> References: <63BEA5E623E09F4D92233FB12A9F79430189ABEE@emailmn.mqsoftware.com> Message-ID: <63BEA5E623E09F4D92233FB12A9F79430189ACA8@emailmn.mqsoftware.com> Hmm, no ideas out there? -- Kelly F. Hickel Senior Product Architect MQSoftware, Inc. 952-345-8677 Office 952-345-8721 Fax kfh at mqsoftware.com www.mqsoftware.com SEE BUSINESS WORK > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel > Sent: Wednesday, February 13, 2008 4:06 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] upgraded from 3.6.3 to 3.6.6,home page tries to > download hostname > > Hi all, > I had a working test server running 3.6.3, I upgraded it to > 3.6.6, there weren't any errors, but now when I go to the main page I > get prompted to download a file named "foobar" where foobar is the > hostname of the rt server.... > > Any ideas? > > > -- > > Kelly F. Hickel > Senior Product Architect > MQSoftware, Inc. > 952-345-8677 Office > 952-345-8721 Fax > kfh at mqsoftware.com > www.mqsoftware.com > SEE BUSINESS WORK > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From rkeidel at gmail.com Fri Feb 15 16:19:52 2008 From: rkeidel at gmail.com (Robert Keidel) Date: Fri, 15 Feb 2008 13:19:52 -0800 Subject: [rt-users] change subject string In-Reply-To: <6.2.1.2.2.20080215123853.022cc298@mail.sdsu.edu> References: <91c16bf0802151144t59506faekcfd2e1e530c30147@mail.gmail.com> <6.2.1.2.2.20080215123853.022cc298@mail.sdsu.edu> Message-ID: <91c16bf0802151319u183b8e8pebdbdd157208284b@mail.gmail.com> Hi Gene, that's what I was looking for. Thanks for the help. Next issue solved. Thanks again to everybody. Robert From JoopvandeWege at mococo.nl Fri Feb 15 16:55:26 2008 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Fri, 15 Feb 2008 22:55:26 +0100 Subject: [rt-users] OCIEnvNlsCreate error trying to initialize Oracle DB In-Reply-To: <47B5E688.5070902@oracle.com> References: <47B5E688.5070902@oracle.com> Message-ID: <47B60A4E.1000803@mococo.nl> Joe Casadonte wrote: > Having been scared off of using SQLite even for a small system, I've now > bought some more memory and put Oracle on my home machine. I can't get > the damn schema set up, instead getting the following error: > > # perl sbin/rt-setup-database --dba=reqtrack --dba-password=foobar > --action init > > DBI connect('reqtrack','reqtrack',...) failed: ERROR OCIEnvNlsCreate. > Check ORACLE_HOME env var, NLS settings, permissions, etc. at > sbin/rt-setup-database line 105 > > Failed to connect to dbi:Oracle:reqtrack as reqtrack: ERROR > OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, > etc. at sbin/rt-setup-database line 105. > > > I know that DBI is OK, because I run the following with no problem: > > # perl -MDBI -le 'DBI->connect("DBI:Oracle:", "reqtrack", "foobar");' > # > OK, this is a long time ago that I did an Oracle setup from scratch but something about the error is tickling my memory. The I do it normally is to make my rt_user a DBA (temporarily) so that I don't need the --dba argument. Think the problem is in that part. I seem to remember that rt-setup-database reconnect and that is causing problems. Could be way of now but my method seems to work all the time. You're in trouble if you can't grant DBA rights to you rt_user. Hope this helps you going, if not I might be able to help, just let me know. Joop From KFCrocker at lbl.gov Fri Feb 15 17:55:15 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 15 Feb 2008 14:55:15 -0800 Subject: [rt-users] Downloading query results to spreadsheet Message-ID: <47B61853.6030109@lbl.gov> To all, I have just upgraded to 3.6.4 and am having some difficulty getting the results of a query into a spreadsheet with the fields I selected for the query. Instead, I get all sorts of tickets fields I did NOT select and am missing several that I DID select. Why does RT seem to ignore the fields I am/not selecting for the query when it downloads the results to excel? Anyone? Kenn LBNL From matthew.seaman at thebunker.net Fri Feb 15 18:43:27 2008 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Fri, 15 Feb 2008 23:43:27 +0000 Subject: [rt-users] problem building RT 3.6.5 on FreeBSD 7.0-PRERELEASE In-Reply-To: <20080215185854.GA6739@dell1> References: <20080215185854.GA6739@dell1> Message-ID: <47B6239F.907@thebunker.net> William Bulley wrote: > #pkg_info | grep -i mysql > mysql-client-5.0.51a Multithreaded SQL database (client) > p5-DBD-mysql-4.006 MySQL driver for the Perl5 Database Interface (DBI) > > It seems odd to me that RT which depends on MySQL as the database > wouldn't treat the MySQL server as a dependency. Am I missing something? This is normal and by design. The RT port depends on the ability to connect to a database being available on the server -- the database itself can be on some other server. Pretty much any program that can access MySQL will have similarly a dependency on mysql-client and not on mysql-server. If you need MySQL on that machine, then just install it. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From mario.aeby at dkf.unibe.ch Fri Feb 15 18:47:53 2008 From: mario.aeby at dkf.unibe.ch (Mario Aeby) Date: Sat, 16 Feb 2008 00:47:53 +0100 Subject: [rt-users] We found a merged ticket In-Reply-To: <20080215195006.GN16371@bestpractical.com> References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch> <20080212142152.GI16371@bestpractical.com> <2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch> <20080212145942.GJ16371@bestpractical.com> <3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch> <687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com> <20080215195006.GN16371@bestpractical.com> Message-ID: <1D444BFF-25F7-40A0-925F-3F7DEE991BA7@dkf.unibe.ch> Dear Jesse > Yep. it's not recursion. It's RT::Transaction::TicketObj which > should be > made smarter. Rather than loading a ticket by id, it should be loading > by id _and_ effective id. I'd love a patch. Thank you for your time investigating this. I'll see what I can do. Usually I do program PHP ... Best regards Mario -- Mario Aeby PC-Support Departement Klinische Forschung MEM D814 Murtenstrasse 35 CH-3010 Bern Fon +41 31 632 96 81 From joe.casadonte at oracle.com Sat Feb 16 07:07:31 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sat, 16 Feb 2008 07:07:31 -0500 Subject: [rt-users] OCIEnvNlsCreate error trying to initialize Oracle DB In-Reply-To: <47B60A4E.1000803@mococo.nl> References: <47B5E688.5070902@oracle.com> <47B60A4E.1000803@mococo.nl> Message-ID: <47B6D203.8040606@oracle.com> On 2/15/2008 4:55 PM, Joop van de Wege wrote: > Hope this helps you going, if not I might be able to help, just let me > know. Thanks for the help, Joop. I tried that, but it didn't work. Then I dumped my %ENV just before for the call to DBI->connect() and realized I had a typo in ORACLE_HOME. Just like the error message told me..... -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From joe.casadonte at oracle.com Sat Feb 16 07:33:15 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sat, 16 Feb 2008 07:33:15 -0500 Subject: [rt-users] Hierarchy of categories In-Reply-To: <200802150204.m1F24Yem015474@mx-8.zoominternet.net> References: <200802150204.m1F24Yem015474@mx-8.zoominternet.net> Message-ID: <47B6D80B.1030602@oracle.com> On 2/14/2008 9:04 PM, Kevin Sheen wrote: > Here is a quick example - if a Level 1 category contained Network, > the Level 2 subcategories might be Remote access, LAN or WAN. > Another example would be a L1 category of EDI would have L2 > subcategories of X12 data problem and Problem with IDOC. In essence > the L2 subcategories are related to the L1 category. I would like to do something like this as well. When you create a new ticket you have to first select a queue. The queue would be the level 1 category, obviously, and the level two category could be a queue-specific CF, but with a common name (e.g. SubQueue). This would probably be a "Select One" value, which could itself have a category, giving you, in essence, three levels of categories, if desired. I haven't tried this yet, just thinking out loud.... -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From asraikhn at gmail.com Sat Feb 16 12:37:17 2008 From: asraikhn at gmail.com (Asrai khn) Date: Sat, 16 Feb 2008 22:37:17 +0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder Message-ID: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> Hi list, I wonders why *yahoo* sometime land email from our RT into users 'bulk' folder? ratio is 50/50 sometime yahoo honor it in INBOX :-s Any idea how to make yahoo to treat all our RT emails as non-spam and it is non-spam ie all our business related emails. Due to this we sometime loose client as client sayd "no one contacted me on my enquery" even though we have contact him but not all of the ppl look into his 'junk/spam/bulk' folders for any legit emails. i'll greatly appreciate any suggestions in this regards. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Sat Feb 16 15:21:09 2008 From: mathew.snyder at gmail.com (Mathew) Date: Sat, 16 Feb 2008 15:21:09 -0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> Message-ID: <47B745B5.7030805@gmail.com> I had this problem as well. However, there isn't anything you can do on the RT side of things. You just have to mark it as not spam in yahoo mail. Of course, after yahoo recently initiated new spam control measures a lot of legit email was getting tagged so I just stopped using it altogether and moved to gmail. Mathew Asrai khn wrote: > Hi list, > > I wonders why *yahoo* sometime land email from our RT into users 'bulk' > folder? > > ratio is 50/50 sometime yahoo honor it in INBOX :-s > > Any idea how to make yahoo to treat all our RT emails as non-spam and it > is non-spam ie all our business related emails. > > Due to this we sometime loose client as client sayd "no one contacted me > on my enquery" even though we have contact him but not all of the ppl > look into his 'junk/spam/bulk' folders for any legit emails. > > i'll greatly appreciate any suggestions in this regards. > > Thanks > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://theillien.blogspot.com From mathew.snyder at gmail.com Sat Feb 16 15:26:19 2008 From: mathew.snyder at gmail.com (Mathew) Date: Sat, 16 Feb 2008 15:26:19 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <47B746EB.7000705@gmail.com> The ability to create customized reports. Perhaps by selecting the fields we want, the criteria to match against, type of graph, etc. Having a large set of predefined reports is great and will be highly appreciated on our end but sometimes you want a one-off or something that isn't provided. Also, the ability to cronify these reports and have them run automatically and be emailed to someone. Mathew Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://theillien.blogspot.com From mlhess at med.umich.edu Sat Feb 16 15:23:26 2008 From: mlhess at med.umich.edu (Michael Hess) Date: Sat, 16 Feb 2008 15:23:26 -0500 Subject: [rt-users] CLI change owner ship Message-ID: <47B6FFEE0200007500055117@med-gwia-02a.med.umich.edu> Hello list, I am looking for a way, that I can search all tickets that have not been updated in 72 hours, and change the owner on them to nobody from the CLI. Is there an easy way to do this? Thanks, Michael ********************************************************** Electronic Mail is not secure, may not be read every day, and should not be used for urgent or sensitive issues From ocraig at stillsecure.com Sat Feb 16 15:52:37 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Sat, 16 Feb 2008 13:52:37 -0700 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <47B746EB.7000705@gmail.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> <47B746EB.7000705@gmail.com> Message-ID: <1203195157.5682.197.camel@localhost.localdomain> On Sat, 2008-02-16 at 15:26 -0500, Mathew wrote: > The ability to create customized reports. Perhaps by selecting the > fields we want, the criteria to match against, type of graph, etc. > Having a large set of predefined reports is great and will be highly > appreciated on our end but sometimes you want a one-off or something > that isn't provided. > > Also, the ability to cronify these reports and have them run > automatically and be emailed to someone. Amen to both of those. Also (especially for emailed reports) it would be Really Nice(tm) to have the option for PDF output. - /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From todd at chaka.net Sat Feb 16 16:48:33 2008 From: todd at chaka.net (Todd Chapman) Date: Sat, 16 Feb 2008 16:48:33 -0500 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <47B61853.6030109@lbl.gov> References: <47B61853.6030109@lbl.gov> Message-ID: <519782dc0802161348h34a09c50s9b26ce320d76ada3@mail.gmail.com> You need this RT extension for better control of export to spreadsheet. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-View-ConciseSpreadsheet Jesse, it would be nice if this was the default for RT in the new reporting work that is being performed. -Todd On 2/15/08, Kenneth Crocker wrote: > To all, > > > I have just upgraded to 3.6.4 and am having some difficulty getting the > results of a query into a spreadsheet with the fields I selected for the > query. Instead, I get all sorts of tickets fields I did NOT select and > am missing several that I DID select. Why does RT seem to ignore the > fields I am/not selecting for the query when it downloads the results to > excel? Anyone? > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jamie.baddeley at fx.net.nz Sat Feb 16 20:24:10 2008 From: jamie.baddeley at fx.net.nz (jamie baddeley) Date: Sun, 17 Feb 2008 14:24:10 +1300 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <47B746EB.7000705@gmail.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> <47B746EB.7000705@gmail.com> Message-ID: <1203211450.9216.7.camel@munter> as a minimum at least what rt-statistics does. http://wiki.bestpractical.com/view/RT3StatisticsPackage jamie > Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > From joe.casadonte at oracle.com Sat Feb 16 22:39:24 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sat, 16 Feb 2008 22:39:24 -0500 Subject: [rt-users] Searching on Queue-specific Custom Fields Message-ID: <47B7AC6C.5010607@oracle.com> In the FAQ it says the following: > Q: Can't I search on Custom Fields? > A1: If you're using Queue-specific CustomFields, the top-level > search page won't allow you to search on them. Until you specifiy a > Queue, RT can't know which Queue-specific fields to offer, it can > only offer Global CustomFields. So in the top-level search page, > select "in Queue" you want to to use. RT will then present a > Queue-specific search form which will show the CustomFields defined > for that Queue. Does that still apply in the 3.6.6 world? I'm not seeing it. Unless, of course, I have some rights messed up somewhere. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From asraikhn at gmail.com Sun Feb 17 01:36:14 2008 From: asraikhn at gmail.com (Asrai khn) Date: Sun, 17 Feb 2008 11:36:14 +0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <47B745B5.7030805@gmail.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> Message-ID: <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> On Feb 17, 2008 1:21 AM, Mathew wrote: > I had this problem as well. However, there isn't anything you can do on > the RT side of things. You just have to mark it as not spam in yahoo mail. > > Of course, after yahoo recently initiated new spam control measures a lot > of legit email was getting tagged so I just stopped using it altogether and > moved to gmail. > > Hi Mathew But we can't ask our clients to stop using yahoo and most of our web clients (for which we develop web sites) coming with email id at @yahoo and @hotmail. I wonders if this has to do something with copy to be sent back to requestor who is sending email to RT, as we are sending copy back to requestors. Thanks. Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Feb 17 04:26:55 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 17 Feb 2008 12:26:55 +0300 Subject: [rt-users] Searching on Queue-specific Custom Fields In-Reply-To: <47B7AC6C.5010607@oracle.com> References: <47B7AC6C.5010607@oracle.com> Message-ID: <589c94400802170126n7ede1d03hcad518865296e4f0@mail.gmail.com> Still applies. Start from granting SeeCustomField globally and check that it works. On Feb 17, 2008 6:39 AM, Joe Casadonte wrote: > In the FAQ it says the following: > > > Q: Can't I search on Custom Fields? > > > A1: If you're using Queue-specific CustomFields, the top-level > > search page won't allow you to search on them. Until you specifiy a > > Queue, RT can't know which Queue-specific fields to offer, it can > > only offer Global CustomFields. So in the top-level search page, > > select "in Queue" you want to to use. RT will then present a > > Queue-specific search form which will show the CustomFields defined > > for that Queue. > > Does that still apply in the 3.6.6 world? I'm not seeing it. Unless, > of course, I have some rights messed up somewhere. > > -- > Regards, > > > joe > Joe Casadonte > joe.casadonte at oracle.com > > ========== ========== > == The statements and opinions expressed here are my own and do not == > == necessarily represent those of Oracle Corporation. == > ========== ========== > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From joe.casadonte at oracle.com Sun Feb 17 08:21:43 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sun, 17 Feb 2008 08:21:43 -0500 Subject: [rt-users] Searching on Queue-specific Custom Fields In-Reply-To: <589c94400802170126n7ede1d03hcad518865296e4f0@mail.gmail.com> References: <47B7AC6C.5010607@oracle.com> <589c94400802170126n7ede1d03hcad518865296e4f0@mail.gmail.com> Message-ID: <47B834E7.8020008@oracle.com> On 2/17/2008 4:26 AM, Ruslan Zakirov wrote: > Still applies. > Start from granting SeeCustomField globally and check that it works. Bingo -- thanks Ruslan! -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From me at tommie.it Sun Feb 17 11:36:25 2008 From: me at tommie.it (Tommie Van Mechgelen) Date: Sun, 17 Feb 2008 17:36:25 +0100 Subject: [rt-users] How to import users from a crm Message-ID: <47B86289.8010304@tommie.it> Dear, we have a crm system with our customers. this sytem can only export it's contents to csv. So I want to write an import script to import the emailaddress and names to RT. What is the easiest way and best way to do this? import them to mysql directly? Use commandline tool? Or is there an example available? Thanks in advance! regards, tommie From joe.casadonte at oracle.com Sun Feb 17 12:38:57 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sun, 17 Feb 2008 12:38:57 -0500 Subject: [rt-users] How to import users from a crm In-Reply-To: <47B86289.8010304@tommie.it> References: <47B86289.8010304@tommie.it> Message-ID: <47B87131.1050400@oracle.com> On 2/17/2008 11:36 AM, Tommie Van Mechgelen wrote: > Dear, > > we have a crm system with our customers. this sytem can only export > it's contents to csv. > > So I want to write an import script to import the emailaddress and names > to RT. What is the easiest way and best way to do this? import them to > mysql directly? Use commandline tool? Or is there an example available? Here's a perl script that I use to add new users. The source is a CSV file with the following columns: Comment - put a '#' in here to skip this row Last Name First Name Email Address City State Country Group Membership - I think I have an 'x' in the column if the user is a member of that group The script started out small and grew a little from there. Add whatever other fields make sense for you, take out what doesn't, and replace the groups to your liking. If you know Perl, you should be able to figure out what it's doing. If you don't know Perl, you should find someone who does to help you out (seriously, your life will be much, much easier if you know Perl). Use the script at your own risk...... #!/usr/bin/perl -w #***** some pragmas ***** use strict; use 5.008; use lib "/opt/rt3/lib"; #***** include some files ***** use Getopt::Long; use RT; use RT::Interface::CLI qw(CleanEnv GetCurrentUser); use RT::Group; use RT::User; use RT::User_Overlay; #***** constants ***** our($EMAIL_DOMAIN) = "oracle.com"; $RT::MinimumPasswordLength ||= 6; our($MINLEN) = ($RT::MinimumPasswordLength > 6 ? $RT::MinimumPasswordLength : 6); our($MAXLEN) = ($RT::MinimumPasswordLength > 8 ? $RT::MinimumPasswordLength : 8); our($GUSERS) = 'Users'; our($GDEVMGR) = 'DevMgr'; our($GEXECS) = 'Execs'; our($GSUPPORT) = 'Support'; our($GISR) = 'ISR'; our($GENGINF) = 'EngInf'; our($GEIMGR) = 'EIMgr'; our($GROUPNAMES) = [$GUSERS, $GDEVMGR, $GEXECS, $GSUPPORT, $GISR, $GENGINF, $GEIMGR]; #***** global vars ***** our($Groups) = {}; #*************************************************************************** #*************************************************************************** #*************************************************************************** #*************************************************************************** #*************************************************************************** #**** parse command-line args ***** my($opts) = {}; GetOptions($opts, "skipadd", "resetpasswd", "user=s") || die qq([ERROR] Invalid argument(s)\n); #***** setup RT environment ***** CleanEnv(); RT::LoadConfig(); RT::Init(); my($user) = GetCurrentUser(); die qq([ERROR] No RT user found.\n) unless $user->Id; #***** load all of the groups ***** foreach my $groupname (@$GROUPNAMES) { my($group) = RT::Group->new($RT::SystemUser); $group->LoadUserDefinedGroup($groupname); die qq([ERROR] Cannot load group "$groupname"\n) unless $group->id; $Groups->{$groupname} = $group; } #***** get ready to parse CSV file ***** my($fname) = shift; open(IN, "<$fname") || die qq([ERROR] Cannot open "$fname" for input - $!\n); while () { chomp; #***** skip blanks and comments ***** next if m{^\s*$}; next if m{^\s*#}; #***** parse the line ***** my($cols) = [split(/,/)]; map($_ ||= "", @$cols); map(s{^\s+}{}, @$cols); map(s{\s+$}{}, @$cols); my($coment, $lastname, $firstname, $email, $city, $state, $country, $gusers, $gdevmgr, $gexecs, $gsupport, $gisr, $genginf, $geimgr) = @$cols; next if (($opts->{'user'}) && ($email ne $opts->{'user'})); if (! $email) { print qq([WARNING] User "$firstname $lastname" ($.) has no email address -- skipping\n); next; } #***** massage it some ***** my($realname) = "$firstname $lastname"; my($username) = $email; my($fullemail) = "$email\@$EMAIL_DOMAIN"; #***** get new user object ***** my $user = RT::User->new($RT::SystemUser); #***** generate a password ***** my($password) = $user->GenerateRandomPassword($MINLEN, $MAXLEN) ; #***** load/create the user ***** #----- try to load user (first by email, then by name) ----- my ($id, $msg) = $user->LoadByEmail($fullemail); if (! $user->id) { ($id, $msg) = $user->Load($username); } if ($opts->{'skipadd'}) { #----- we expected the user to be there already, so it's an error it they are not ----- die qq([ERROR] Could not load user "$username" -- $msg\n) unless $user->id; #----- only reset password if asked ----- $user->SetPassword($password) if ($opts->{'resetpasswd'}); } else { if ($user->id) { print "Modifying: $username...\n"; #----- reset password, realname and such ----- $user->SetName($username); $user->SetPassword($password); $user->SetRealName($realname); $user->SetEmailAddress($fullemail); $user->SetPrivileged(!0); $user->SetLang('en'); $user->SetCity($city) if $city; $user->SetState($state) if $state; $user->SetCountry($country) if $country; } else { print "Adding: $username...\n"; my($args) = { Name => $username, Password => $password, RealName => $realname, EmailAddress => $fullemail, Privileged => !0, Lang => 'en', }; $args->{'City'} = $city if $city; $args->{'State'} = $state if $state; $args->{'Country'} = $country if $country; my ($id, $msg) = $user->Create(%$args); die qq([ERROR] Could not create user "$username" -- $msg\n) unless $user->id; } } #***** add to the appropriate group ***** my($groupname) = $GUSERS; $groupname = $GDEVMGR if $gdevmgr; $groupname = $GEXECS if $gexecs; $groupname = $GSUPPORT if $gsupport; $groupname = $GISR if $gisr; $groupname = $GENGINF if $genginf; $groupname = $GEIMGR if $geimgr; my($status, $errmsg) = $Groups->{$groupname}->AddMember($user->id); die qq([ERROR] Cannot add user ") . $user->id . qq(" to group "$groupname" - $errmsg\n) unless $status; #***** send out email ***** my $template = RT::Template->new($RT::SystemUser); $template->LoadGlobalTemplate('ORA_NewAccountCreated'); unless ( $template->Id ) { $RT::Logger->crit(qq(Unable to load template "ORA_NewAccountCreated")); die qq([ERROR] Unable to load template "ORA_NewAccountCreated"\n); } my($result, $message) = $template->Parse(Argument => {UID => $username, PWD => $password}); if (! $result) { $RT::Logger->warning("Template object failed to parse - $message"); die("[ERROR] Template object failed to parse - $message\n"); } my $MIMEObj = $template->MIMEObj; $MIMEObj->head->set('To', $user->EmailAddress); $MIMEObj->head->set('From', $RT::CorrespondAddress); if ( $RT::MailCommand eq 'sendmailpipe' ) { eval { open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) || die $!; print MAIL $MIMEObj->as_string; close(MAIL); }; if ($@) { $RT::Logger->crit("Could not welcome message. -" . $@ ); die("[ERROR] Could not welcome message. -" . $@ ); } } else { my @mailer_args = ($RT::MailCommand); local $ENV{MAILADDRESS}; if ( $RT::MailCommand eq 'sendmail' ) { push @mailer_args, split(/\s+/, $RT::SendmailArguments); } elsif ( $RT::MailCommand eq 'smtp' ) { #----- silence warnings on the following three vars ----- $RT::SMTPFrom ||= ""; $RT::SMTPServer ||= ""; $RT::SMTPDebug ||= ""; $ENV{MAILADDRESS} = $RT::SMTPFrom || $MIMEObj->head->get('From'); push @mailer_args, ( Server => $RT::SMTPServer ); push @mailer_args, ( Debug => $RT::SMTPDebug ); } else { push @mailer_args, $RT::MailParams; } unless ( $MIMEObj->send(@mailer_args) ) { $RT::Logger->crit("Could not send welcome message." ); die "[ERROR] Could not send welcome message.\n"; } } } #*************************************************************************** #***** EOF ***** EOF ***** EOF ***** EOF ***** EOF *************** -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From erek at blumenthals.com Sun Feb 17 11:32:36 2008 From: erek at blumenthals.com (Erek Dyskant) Date: Sun, 17 Feb 2008 11:32:36 -0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> Message-ID: <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> > On Feb 17, 2008 1:21 AM, Mathew wrote: > >> I had this problem as well. However, there isn't anything you can do on >> the RT side of things. You just have to mark it as not spam in yahoo mail. >> RT includes a Precedence: Bulk header, which is normally a hint to vacation autorepliers that an autoreply is not wanted. However, Yahoo sticks any Precedence: Bulk mail into the bulk folder. If it's a problem you really need fixed, it'd be possible to hack the RT code to not include a Bulk header when sending to Yahoo domains. I'm probably going to do this soon as I have a lot of Yahoo users, and Yahoo doesn't seem likely to change this particular policy. --Erek From ktm at rice.edu Sun Feb 17 16:20:25 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Sun, 17 Feb 2008 15:20:25 -0600 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> Message-ID: <20080217212025.GA2770@it.is.rice.edu> On Sun, Feb 17, 2008 at 11:32:36AM -0500, Erek Dyskant wrote: > > > On Feb 17, 2008 1:21 AM, Mathew wrote: > > > >> I had this problem as well. However, there isn't anything you can do on > >> the RT side of things. You just have to mark it as not spam in yahoo mail. > >> > RT includes a Precedence: Bulk header, which is normally a hint to > vacation autorepliers that an autoreply is not wanted. However, Yahoo > sticks any Precedence: Bulk mail into the bulk folder. > > If it's a problem you really need fixed, it'd be possible to hack the > RT code to not include a Bulk header when sending to Yahoo domains. > I'm probably going to do this soon as I have a lot of Yahoo users, and > Yahoo doesn't seem likely to change this particular policy. > > > --Erek > If you are using postfix, you can change the header in the MTA. Good luck with trying to avoid all of Yahoo's weird E-mail issues, and it only seems to be getting worse. Ken From JoopvandeWege at mococo.nl Mon Feb 18 02:50:36 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Mon, 18 Feb 2008 08:50:36 +0100 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <47B5EC4D.1000907@OfficePCSupport.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> <47B5EC4D.1000907@OfficePCSupport.com> Message-ID: <47B938CC.5070006@mococo.nl> Samuel P. Howard wrote: > Hi Jesse! > > I've seen a lot of really great ideas come from this request so far, so > hopefully I can ask for something good, too. :) > > Following on a request from a previous e-mail, we could really use the > ability to report on tickets and get a breakdown in "Time Worked" per RT > user/technician. > > Since a lot of our techs are contractors, we need to find a way to track > their time as they've entered it in RT ... no entry, no money ... helps > with keeping RT updated! In a lot of cases, however, a single tech may > not work the entire ticket, so that's why we need the breakdown for each > tech for each ticket (say in "resolved" status). > > Currently, we use a custom field to indicate if the ticket has been > billed out yet ("Customer Billed?"), but that just gives us the overall > Time Worked. We still have to dredge through each ticket to look for > multiple tech's time. > > It's painful now, but will be *much* worse as we continue to grow. > > I made a report, using Ireport, which does this kind of thing. It counts all TimeWorked across queues and across users which we run each first of the month to get an idea how much work has been on clients and by whom. Joop From darling at ccdc.cam.ac.uk Mon Feb 18 06:27:00 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Mon, 18 Feb 2008 11:27:00 +0000 Subject: [rt-users] CLI change owner ship In-Reply-To: <47B6FFEE0200007500055117@med-gwia-02a.med.umich.edu> References: <47B6FFEE0200007500055117@med-gwia-02a.med.umich.edu> Message-ID: <47B96B84.3000003@ccdc.cam.ac.uk> Michael Hess wrote: > Hello list, > > I am looking for a way, that I can search all tickets that have not > been updated in 72 hours, and change the owner on them to nobody from > the CLI. something like: /usr/bin/rt list -i "lastupdated = '4 days ago'" | while read t; do /usr/bin/rt edit $t set owner=nobody done ? Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From rlehmann at monzoon.net Mon Feb 18 06:50:35 2008 From: rlehmann at monzoon.net (Ruben Lehmann) Date: Mon, 18 Feb 2008 12:50:35 +0100 Subject: [rt-users] RT could not load a valid user Message-ID: Hi Everyone Sometimes I do get this error message. But I set the global right 'ReplyToTicket' to 'Everyone' ! Any Ideas? ------Error Message---------- RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (example at example.com). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue Example. ------Error Message---------- Thanks and regards Ruben Monzoon Networks AG Ruben Lehmann Network Engineer Riedthofstrasse 124, CH-8105 Regensdorf tel: +41 43 500 04 76 mobile: +41 78 656 47 72 ---------------------------------------------------------- Nomadic Workers - hotspot.monzoon.net Wireless Internet - home.monzoon.net Surf the safer way - www.swissvpn.net ---------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Mon Feb 18 08:37:34 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Mon, 18 Feb 2008 15:37:34 +0200 Subject: [rt-users] Login from other form Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C255@kl1srv4.kol.vkv> Hi, Trying my luck here again as you have set me on the right track before. I sent this message before but got no reactions, so if you think I am addressing the wrong audience please let me know. I am trying to login a user into the RT web interface as he or she authenticates on another website. After successful authentication there I can get an encrypted username and password passed to RT (decrypt it) and then ... I need to trigger the login functionality of RT somehow. I tried quite some things with PHP (cURL, snoopy etc) and even JavaScript to submit the login form without pressing the submit button, but I do not seem to be able to get those approaches to deliver. Maybe, pretty likely actually, I am overseeing an easy option and one of you can give me a push in the proper direction. I do know some PHP but PERL so far is not my cup of coffee. I see no real function attached to the action attribute of the form in /Elements/Login Thanks a lot! -- Jac -------------- next part -------------- An HTML attachment was scrubbed... URL: From asraikhn at gmail.com Mon Feb 18 09:01:21 2008 From: asraikhn at gmail.com (Asrai khn) Date: Mon, 18 Feb 2008 19:01:21 +0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> Message-ID: <5f0f8dba0802180601q42667d1asae97df02c730d77@mail.gmail.com> On Feb 17, 2008 9:32 PM, Erek Dyskant wrote: > > RT includes a Precedence: Bulk header, which is normally a hint to > vacation autorepliers that an autoreply is not wanted. However, Yahoo > sticks any Precedence: Bulk mail into the bulk folder. > > If it's a problem you really need fixed, it'd be possible to hack the > RT code to not include a Bulk header when sending to Yahoo domains. > I'm probably going to do this soon as I have a lot of Yahoo users, and > Yahoo doesn't seem likely to change this particular policy. > > > Yes we have already (few months back) patched RT not add 'Precedence: bulk' to emails, however yahoo problem exists even after that. If you are interested in disabling 'Precedence: bulk' then you can easily do it in a file /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm (we have rt installed from rpm your path may be different) and then comment lines saying ... $self->SetHeader( 'Precedence', "bulk" ) unless ( $self->TemplateObj->MIMEObj->head->get("Precedence") ); Regards. Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.casadonte at oracle.com Mon Feb 18 09:56:05 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 18 Feb 2008 09:56:05 -0500 Subject: [rt-users] Login from other form In-Reply-To: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C255@kl1srv4.kol.vkv> References: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C255@kl1srv4.kol.vkv> Message-ID: <47B99C85.3040501@oracle.com> On 2/18/2008 8:37 AM, GUBBELS Jac wrote: > I tried quite some things with PHP (cURL, snoopy etc) and even > JavaScript to submit the login form without pressing the submit button, > but I do not seem to be able to get those approaches to deliver. Instead of trying to automate the form submission, what you should probably do is bypass the authentication altogether. One simple way is to set the REMOTE_USER environment variable to the person's RT user name, and then set $RT::WebExternalAuth to true. If you don't want such a simplistic and relatively insecure method of user spoofing available, you can override the code in the base autohandler (e.g. /opt/share/html/autohandler) to add in a transformation from your encrypted user credentials to a real RT user. In 3.6.3 the code to be inserted would probably go here: # If it's a noauth file, don't ask for auth. if ( $m->base_comp->path =~ $RT::WebNoAuthRegex ) { $m->comp( { base_comp => $m->request_comp }, $m->fetch_next, %ARGS); $m->abort; } # If RT is configured for external auth, let's go through and get REMOTE_USER elsif ($RT::WebExternalAuth) { # do we actually have a REMOTE_USER equivlent? if ( RT::Interface::Web::WebCanonicalizeInfo() ) { between the first IF and the ELSIF. Look inside of the if ( RT::Interface::Web::WebCanonicalizeInfo() ) { block to see what to do once you have a user name. Basically, you want to do some part of this: $session{'CurrentUser'} = RT::CurrentUser->new(); my $load_method = $RT::WebExternalGecos ? 'LoadByGecos' : 'Load'; if ( $^O eq 'MSWin32' and $RT::WebExternalGecos ) { my $NodeName = Win32::NodeName(); $user =~ s/^\Q$NodeName\E\\//i; } $session{'CurrentUser'}->$load_method($user); followed by a check to see if you actually loaded a user: if ( $session{'CurrentUser'}->Id() ) Or something like that. HTH! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From mike.peachey at jennic.com Mon Feb 18 10:07:23 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 18 Feb 2008 15:07:23 +0000 Subject: [rt-users] Login from other form In-Reply-To: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C255@kl1srv4.kol.vkv> References: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C255@kl1srv4.kol.vkv> Message-ID: <47B99F2B.2050603@jennic.com> GUBBELS Jac wrote: > Hi, > > Trying my luck here again as you have set me on the right track before. > I sent this message before but got no reactions, so if you think I am > addressing the wrong audience please let me know. > > I am trying to login a user into the RT web interface as he or she > authenticates on another website. After successful authentication there > I can get an encrypted username and password passed to RT (decrypt it) > and then ... I need to trigger the login functionality of RT somehow. > > I tried quite some things with PHP (cURL, snoopy etc) and even > JavaScript to submit the login form without pressing the submit button, > but I do not seem to be able to get those approaches to deliver. > > Maybe, pretty likely actually, I am overseeing an easy option and one of > you can give me a push in the proper direction. I do know some PHP but > PERL so far is not my cup of coffee. I see no real function attached to > the action attribute of the form in /Elements/Login If it helps, I'm in the middle of writing a custom Database authentication module for RT that will authenticate out of any databse there is a DBI driver for in many different ways. The bit that really concerns you is that it also authenticates out of cookies. In the current design, the website it is integrated into sets a cookie with a loginID hash, and then stores that assignment, along with the userID in a table. When you then go to RT, RT checks for the cookie, checks it against the login name, and if the login name refers to a valid RT user, it logs them straight in with no prompt. Any use? -- 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 __________________________________________________ From rfh at pipex.net Mon Feb 18 10:28:43 2008 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 18 Feb 2008 15:28:43 +0000 Subject: [rt-users] Wishlist emails Message-ID: <47B9A42B.1020307@pipex.net> Hi ; I have seen a couple of emails in the past a couple of months about wish list etc which I assume for a new major release, and I have a couple of wishes wondering if these can be looked into, Ticket Merge/Unmerge: As far as I can see, once 2 tickets are merged details about Requesters and individual tickets Cc 's are lost (ie which Requester/Cc for which ticket etc), my users (and I am sure many others) have merged tickets by mistake many times and for this I have created a function for them that unmerge tickets, however my function can't deal with the individual ticket requesters for the reason I mentioned above, any changes will need to be done in few places and wondering if the developers can look into cleaner way to merge and unmerge .. (If this is already there then please can some one correct me) Content searching I have tried many hacks to get an efficient content searching working, however with a 40G db mostly Attachment table (~ 22G in size) and Transactions table is not small either the content searching takes on average 15 minutes , we have a quad processor 3.8 GHz systems with 16G mem, the db is optimised, doing select * from Attachment where content like '%my search string%' returns in 5 minutes for the same query that may take over 15 minutes from the front end (and sometimes comes back with 0 tickets, my guess most the processing is building the join between Tickets, Transactions and Attachments, and I am wondering if the join can be eliminated: 1- Adding smaller table of Ticket.id and Attachement.Id populated with every new attachement 2- Take out Tickets table and use the Transactions.ObjectId as ticket Id's In both of the above any customisation will take my RT far away from the base release and wondering if these are addressed in the new version , then I would rather wait. I hope the above makes sense and looking forward to the new version. Roy From JoopvandeWege at mococo.nl Mon Feb 18 10:54:06 2008 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 18 Feb 2008 16:54:06 +0100 Subject: [rt-users] Wishlist emails In-Reply-To: <47B9A42B.1020307@pipex.net> References: <47B9A42B.1020307@pipex.net> Message-ID: <47B9AA1E.60805@mococo.nl> Roy El-Hames wrote: > Hi ; > > I have seen a couple of emails in the past a couple of months about wish > list etc which I assume for a new major release, and I have a couple of > wishes wondering if these can be looked into, > Content searching > I have tried many hacks to get an efficient content searching working, > however with a 40G db mostly Attachment table (~ 22G in size) and > Transactions table is not small either the content searching takes on > average 15 minutes , we have a quad processor 3.8 GHz systems with 16G > mem, the db is optimised, doing select * from Attachment where content > like '%my search string%' returns in 5 minutes for the same query that With wildcards in front of your search you'll always force the db NOT to use indices so performance will always be 'sub' optimal. The way I fixed this is by changing the source NOT to pre/post pend wildcards but let the user to this depending on its needs. This cuts on the non-indexed queries alot. > may take over 15 minutes from the front end (and sometimes comes back > with 0 tickets, my guess most the processing is building the join > between Tickets, Transactions and Attachments, and I am wondering if the > join can be eliminated: You'll need to capture the sql responsible for this and get an 'explain plan' (Oracle term) and see where most of time is spend. From memory I think it was doing full table scan of tickets, but I would need to check that. Joop From ktm at rice.edu Mon Feb 18 10:58:49 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 18 Feb 2008 09:58:49 -0600 Subject: [rt-users] Wishlist emails In-Reply-To: <47B9A42B.1020307@pipex.net> References: <47B9A42B.1020307@pipex.net> Message-ID: <20080218155848.GB23379@it.is.rice.edu> On Mon, Feb 18, 2008 at 03:28:43PM +0000, Roy El-Hames wrote: > > Content searching > I have tried many hacks to get an efficient content searching working, > however with a 40G db mostly Attachment table (~ 22G in size) and > Transactions table is not small either the content searching takes on > average 15 minutes , we have a quad processor 3.8 GHz systems with 16G > mem, the db is optimised, doing select * from Attachment where content > like '%my search string%' returns in 5 minutes for the same query that > may take over 15 minutes from the front end (and sometimes comes back > with 0 tickets, my guess most the processing is building the join > between Tickets, Transactions and Attachments, and I am wondering if the > join can be eliminated: > 1- Adding smaller table of Ticket.id and Attachement.Id populated > with every new attachement > 2- Take out Tickets table and use the Transactions.ObjectId as > ticket Id's > > In both of the above any customisation will take my RT far away from the > base release and wondering if these are addressed in the new version , > then I would rather wait. > I hope the above makes sense and looking forward to the new version. > > Roy > Roy, The content searching problem really needs to be addressed through the use of full-text indexing. There is currently an item in the wiki describing how to use Oracle's full-text support with RT. Here is the URL: http://wiki.bestpractical.com/view/OracleText. I have not seen a similar entry for MySQL or PostgreSQL, although I will be submitting one for PostgreSQL soon. We are upgrading to RT 3.6.x and PostgreSQL 8.3. 8.3 supports full-text indexing as a core feature. Maybe with two examples, someone will be able to submit a MySQL version as well. If you are familiar with the full-text index support for your backend database, you should be able to make these changes yourself. This would provide much better performance. I think that this solution will scale much better than just making incremental DB layout improvements. Good luck, Ken From scarty at gmail.com Mon Feb 18 11:00:38 2008 From: scarty at gmail.com (Sharlon Carty) Date: Mon, 18 Feb 2008 12:00:38 -0400 Subject: [rt-users] change subject string In-Reply-To: <6.2.1.2.2.20080215123853.022cc298@mail.sdsu.edu> References: <91c16bf0802151144t59506faekcfd2e1e530c30147@mail.gmail.com> <6.2.1.2.2.20080215123853.022cc298@mail.sdsu.edu> Message-ID: <759127370802180800v199a806btc87aa7216818b367@mail.gmail.com> Exactly what I needed too! Sweet! On Feb 15, 2008 4:45 PM, Gene LeDuc wrote: > Hi Robert, > > The [box] verbiage on the subject line (and the box itself) are set in the > SetSubjectToken subroutine in SendEmail.pm. We modified it on our setup > so > we could remove the box entirely for certain outgoing messages. > > Regards, > Gene > > At 11:44 AM 2/15/2008, Robert Keidel wrote: > >I am using RT 3.6.4, I setup the whole application, and everything > >works perfect. My manager wants me to make some changes in the system > >and I was able to do so for most of it. Now I am stuck on the point > >that I don't know where I can change/add something to the subject > >string. > > > >right now the string looks like this: > > > >[$rtname #375] Request for a PC repair > > > >I would like to change it to > > > >[$rtname Ticket/Case #375] Request for a PC repair > > > >Where can I change that, or how? > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- - - Sharlon (c). -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Mon Feb 18 11:33:43 2008 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 18 Feb 2008 16:33:43 +0000 Subject: [rt-users] Wishlist emails In-Reply-To: <20080218155848.GB23379@it.is.rice.edu> References: <47B9A42B.1020307@pipex.net> <20080218155848.GB23379@it.is.rice.edu> Message-ID: <47B9B367.8040808@pipex.net> Hi Ken; > > The content searching problem really needs to be addressed through > the use of full-text indexing. There is currently an item in the > wiki describing how to use Oracle's full-text support with RT. Here > is the URL: http://wiki.bestpractical.com/view/OracleText. I have > not seen a similar entry for MySQL or PostgreSQL, although I will > be submitting one for PostgreSQL soon. We are upgrading to RT 3.6.x > and PostgreSQL 8.3. 8.3 supports full-text indexing as a core feature. > Maybe with two examples, someone will be able to submit a MySQL version > as well. > > If you are familiar with the full-text index support for your backend > database, you should be able to make these changes yourself. This would > provide much better performance. I think that this solution will scale > much better than just making incremental DB layout improvements. > > Totally agree with you, and the hack I have in place is to use myisam version of the rt database (I use mysql and rt likes innodb which does not support full-text indexing), So what happens here is content searches are intercepted , the content string is queried on the myisam with full-text indexing), joins attachments and transaction table and returns a list of ObjectIds (where ObjectType = 'RT::Ticket'), the returned list of Ids are then put back into the rest to the search string as "Ticket.Id = bla or Ticket.Id = bla2 etc" .. not ideal but it actually works --most of the time -- As I said in my original mail , I would have preferred if this is addressed in the core rt development cause I am sure I am not the only one with this issue , and this kind of customisation drift from the core quite a bit Thanks; Roy From ktm at rice.edu Mon Feb 18 12:05:30 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 18 Feb 2008 11:05:30 -0600 Subject: [rt-users] Wishlist emails In-Reply-To: <47B9B367.8040808@pipex.net> References: <47B9A42B.1020307@pipex.net> <20080218155848.GB23379@it.is.rice.edu> <47B9B367.8040808@pipex.net> Message-ID: <20080218170530.GE23379@it.is.rice.edu> On Mon, Feb 18, 2008 at 04:33:43PM +0000, Roy El-Hames wrote: > Hi Ken; >> >> The content searching problem really needs to be addressed through >> the use of full-text indexing. There is currently an item in the >> wiki describing how to use Oracle's full-text support with RT. Here >> is the URL: http://wiki.bestpractical.com/view/OracleText. I have >> not seen a similar entry for MySQL or PostgreSQL, although I will >> be submitting one for PostgreSQL soon. We are upgrading to RT 3.6.x >> and PostgreSQL 8.3. 8.3 supports full-text indexing as a core feature. >> Maybe with two examples, someone will be able to submit a MySQL version >> as well. >> If you are familiar with the full-text index support for your backend >> database, you should be able to make these changes yourself. This would >> provide much better performance. I think that this solution will scale >> much better than just making incremental DB layout improvements. >> > > Totally agree with you, and the hack I have in place is to use myisam > version of the rt database (I use mysql and rt likes innodb which does not > support full-text indexing), > So what happens here is content searches are intercepted , the content > string is queried on the myisam with full-text indexing), joins > attachments and transaction table and returns a list of ObjectIds (where > ObjectType = 'RT::Ticket'), the returned list of Ids are then put back into > the rest to the search string as "Ticket.Id = bla or Ticket.Id = bla2 etc" > .. not ideal but it actually works --most of the time -- > As I said in my original mail , I would have preferred if this is addressed > in the core rt development cause I am sure I am not the only one with this > issue , and this kind of customisation drift from the core quite a bit > > Thanks; > Roy > Wow! I wondered why there was not a full-text indexing support page in the wiki for MySQL. I had not realized that it was not supported under InnoDB. That would be enough for me to want to change database backends. :) Would it be possible for you to put up a wiki page for this? I am certain that other users of MySQL would benefit. I wonder if the full-text support is going to be added to the InnoDB table type. Then RT could have official full-text indexing support. Regards, Ken From taco at sensecom.nl Mon Feb 18 12:05:43 2008 From: taco at sensecom.nl (Taco Witte) Date: Mon, 18 Feb 2008 18:05:43 +0100 Subject: [rt-users] wrong ticket URL in search results Message-ID: Hi, I've just installed RT 3.6.1-4 as packaged by Debian and everything works except that links to tickets in Search/Results.html are wrong. It seems that they get an extra / or something. Anyway Firefox gets confused and thinks tickets can be found at e.g. http://ticket/Display.html?id=10 I tried to make some changes in the source to correct it but didn't succeed. RT is installed in the root of the domain, with settings like: Set($WebBaseURL , 'http://rt.sensecom.nl'); Set($WebPath , ''); Please help to get this to work. In return I'll send an updated/fixed Dutch translation ;-) Thanks and kind regards, Taco From ntyni+rt-users at mappi.helsinki.fi Mon Feb 18 12:54:29 2008 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Mon, 18 Feb 2008 19:54:29 +0200 Subject: [rt-users] wrong ticket URL in search results In-Reply-To: References: Message-ID: <20080218175429.GA6396@rebekka> On Mon, Feb 18, 2008 at 06:05:43PM +0100, Taco Witte wrote: > I've just installed RT 3.6.1-4 as packaged by Debian and everything > works except that links to tickets in Search/Results.html are wrong. > It seems that they get an extra / or something. Anyway Firefox gets > confused and thinks tickets can be found at e.g. > http://ticket/Display.html?id=10 Hi, see http://bugs.debian.org/442398 Hope this helps, -- Niko Tyni ntyni at debian.org From matthew.seaman at thebunker.net Mon Feb 18 13:22:14 2008 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Mon, 18 Feb 2008 18:22:14 +0000 Subject: [rt-users] Wishlist emails In-Reply-To: <20080218170530.GE23379@it.is.rice.edu> References: <47B9A42B.1020307@pipex.net> <20080218155848.GB23379@it.is.rice.edu> <47B9B367.8040808@pipex.net> <20080218170530.GE23379@it.is.rice.edu> Message-ID: <47B9CCD6.90302@thebunker.net> Kenneth Marshall wrote: > Wow! I wondered why there was not a full-text indexing support page in > the wiki for MySQL. I had not realized that it was not supported under > InnoDB. That would be enough for me to want to change database backends. :) > Would it be possible for you to put up a wiki page for this? I am certain > that other users of MySQL would benefit. I wonder if the full-text support > is going to be added to the InnoDB table type. Then RT could have official > full-text indexing support. http://www.sphinxsearch.com/ works nicely with any MySQL table engines. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From rfh at pipex.net Mon Feb 18 13:31:40 2008 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 18 Feb 2008 18:31:40 +0000 Subject: [rt-users] Wishlist emails In-Reply-To: <47B9CCD6.90302@thebunker.net> References: <47B9A42B.1020307@pipex.net> <20080218155848.GB23379@it.is.rice.edu> <47B9B367.8040808@pipex.net> <20080218170530.GE23379@it.is.rice.edu> <47B9CCD6.90302@thebunker.net> Message-ID: <47B9CF0C.4080505@pipex.net> Matthew; Have you used it with searchbuilder/RT, ?? Roy Matthew Seaman wrote: > Kenneth Marshall wrote: > > > >> Wow! I wondered why there was not a full-text indexing support page in >> the wiki for MySQL. I had not realized that it was not supported under >> InnoDB. That would be enough for me to want to change database backends. :) >> Would it be possible for you to put up a wiki page for this? I am certain >> that other users of MySQL would benefit. I wonder if the full-text support >> is going to be added to the InnoDB table type. Then RT could have official >> full-text indexing support. >> > > http://www.sphinxsearch.com/ works nicely with any MySQL table engines. > > Cheers, > > Matthew > > From vivek at khera.org Mon Feb 18 13:47:39 2008 From: vivek at khera.org (Vivek Khera) Date: Mon, 18 Feb 2008 13:47:39 -0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> Message-ID: <7235132D-6908-4E3A-965F-7170C1218C6A@khera.org> On Feb 17, 2008, at 11:32 AM, Erek Dyskant wrote: > RT includes a Precedence: Bulk header, which is normally a hint to > vacation autorepliers that an autoreply is not wanted. However, Yahoo > sticks any Precedence: Bulk mail into the bulk folder. I disagree with that last statement. Our RT originated-mail does not end up in yahoo's bulk folder, unless the content somehow caused it. It is not just because of the header. From vivek at khera.org Mon Feb 18 13:46:41 2008 From: vivek at khera.org (Vivek Khera) Date: Mon, 18 Feb 2008 13:46:41 -0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> Message-ID: On Feb 17, 2008, at 1:36 AM, Asrai khn wrote: > I wonders if this has to do something with copy to be sent back to > requestor who is sending email to RT, as we are sending copy back to > requestors. You'll never know why yahoo files your mail the way it does. The best you can do is try to get a deliverability agreement with yahoo, but that is a long hard process. Even then, you never know what they'll do to your mail. One thing for sure to do is make sure your RT is not sending email with the SMTP envelope as "www" or "http" or "httpd". Create a new custom return address (likely via an email server alias), and instruct RT to use that as the SMTP sender. Some large providers drop mail coming from such addresses. From matthew.seaman at thebunker.net Mon Feb 18 14:29:06 2008 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Mon, 18 Feb 2008 19:29:06 +0000 Subject: [rt-users] Wishlist emails In-Reply-To: <47B9CF0C.4080505@pipex.net> References: <47B9A42B.1020307@pipex.net> <20080218155848.GB23379@it.is.rice.edu> <47B9B367.8040808@pipex.net> <20080218170530.GE23379@it.is.rice.edu> <47B9CCD6.90302@thebunker.net> <47B9CF0C.4080505@pipex.net> Message-ID: <47B9DC82.4000402@thebunker.net> Roy El-Hames wrote: > Have you used it with searchbuilder/RT, ?? > Matthew Seaman wrote: >> http://www.sphinxsearch.com/ works nicely with any MySQL table engines. Actually, no -- not with RT. I've used it elsewhere and been impressed by it. I suggest it merely as a good general solution to the problem of full-text searching which I hope would work well for RT as well. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From gleduc at mail.sdsu.edu Mon Feb 18 14:56:39 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 18 Feb 2008 11:56:39 -0800 Subject: [rt-users] Shredder web gui, bad path to tickets Message-ID: <6.2.1.2.2.20080218114614.05c98128@mail.sdsu.edu> Hi All, I've just installed the latest Shredder extension via CPAN and it seems to do its job nicely wiping out deleted tickets via the web gui. When I click on a ticket from the search results, though, the path to the ticket is missing the root "rt/" component. Everything else has been working fine for a year or more. The path should be: https://rt.company.com/rt/Ticket/Display.html?id=7 But this is what Shredder search is showing (which returns a 404 error): https://rt.company.com/Ticket/Display.html?id=7 Is this something that needs to be set in RT_Siteconfig or do I need to modify the shredder html? My RT is installed in a non-standard location, but I gave the installer the path to my RT.pm and everything seemed to install fine. Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From shannon_adams68 at yahoo.com Mon Feb 18 15:50:36 2008 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Mon, 18 Feb 2008 12:50:36 -0800 (PST) Subject: [rt-users] Monitor disc space on RT/SQL database Message-ID: <684354.99129.qm@web52911.mail.re2.yahoo.com> I need to know how to monitor available space for my RT database. I am very much a novice regarding SQL db administration. Are there any other areas I should keep my eye on to avoid any future RT db problems? I am running RT on a FC4 box and my installation is in /opt/rt3. Thanks for any help. Shannon ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ From alexsm at gmail.com Mon Feb 18 16:08:25 2008 From: alexsm at gmail.com (Alex Moura) Date: Mon, 18 Feb 2008 18:08:25 -0300 Subject: [rt-users] Use of uninitialized value in subroutine entry at Encode.pm line 190 Message-ID: Greetings, Our RT webserver error log keep filling with the message below. [Mon Feb 18 18:05:30 2008] [error] [client 123.456.789.123] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in subroutine entry at /usr/local/lib/perl5/site_perl/5.8.8/mach/Encode.pm line 190. Any hints? Thanks in advance, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From micah at onshore.com Mon Feb 18 16:05:22 2008 From: micah at onshore.com (Micah Gersten) Date: Mon, 18 Feb 2008 15:05:22 -0600 Subject: [rt-users] Monitor disc space on RT/SQL database In-Reply-To: <684354.99129.qm@web52911.mail.re2.yahoo.com> References: <684354.99129.qm@web52911.mail.re2.yahoo.com> Message-ID: <002901c87271$f9aa5620$640fa8c0@voyager> I believe that Webmin can do this. http://www.webmin.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shannon Adams Sent: Monday, February 18, 2008 2:51 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Monitor disc space on RT/SQL database I need to know how to monitor available space for my RT database. I am very much a novice regarding SQL db administration. Are there any other areas I should keep my eye on to avoid any future RT db problems? I am running RT on a FC4 box and my installation is in /opt/rt3. Thanks for any help. Shannon ____________________________________________________________________________ ________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.20.7/1285 - Release Date: 2/18/2008 5:50 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.20.7/1285 - Release Date: 2/18/2008 5:50 AM From mlhess at med.umich.edu Mon Feb 18 17:21:13 2008 From: mlhess at med.umich.edu (Michael Hess) Date: Mon, 18 Feb 2008 17:21:13 -0500 Subject: [rt-users] CLI change owner ship In-Reply-To: <47B96B84.3000003@ccdc.cam.ac.uk> References: <47B6FFEE0200007500055117@med-gwia-02a.med.umich.edu> <47B96B84.3000003@ccdc.cam.ac.uk> Message-ID: <47BA04D9.5040900@med.umich.edu> I am looking for a way, that I can search all tickets that have not >> been updated in 72 hours, and change the owner on them to nobody from >> the CLI. > > something like: > > /usr/bin/rt list -i "lastupdated = '4 days ago'" | while read t; do > /usr/bin/rt edit $t set owner=nobody > done > This would work great, but when running it as root (rt's root not the linux root user) I get the error id: ticket/394 owner: nobody # owner: You can only reassign tickets that you own or that are unowned # Ticket 395 updated. I want to keep people from sitting on tickets. Any way to force it? Thanks, Michael From fcatunda at contactnet.com.br Mon Feb 18 17:35:52 2008 From: fcatunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=) Date: Mon, 18 Feb 2008 19:35:52 -0300 Subject: [rt-users] Mapping attributes. In-Reply-To: References: <47B2ED87.5060206@contactnet.com.br> <47B98F6E.4090005@contactnet.com.br> Message-ID: <47BA0848.40101@contactnet.com.br> Well, my ultra-mega User_Local.pm realy does not work, here it is: no warnings qw(redefine); sub Create { my $Email = $$args{'Name'}; use Net::LDAP; $ldap = Net::LDAP->new( '' ) or die "$@"; $mesg = $ldap->bind ; $mesg = $ldap->search( attrs => ['cn'], scope => "sub", base => "ou=Users,dc=contactnet,dc=com,dc=br", filter => "(&(mail=$Email))" ); $mesg->code && die $mesg->error; if ($mesg->entries){ $res = $mesg->entry(0); $res = $res->get_value("cn", 1); $$args{'Name'} = $res; } $mesg = $ldap->unbind; return 1; }; 1; And here it goes some logging: Mon Feb 18 22:30:23 2008] [crit]: User 'testert at contactnet.com.br' could not be loaded in the mail gateway (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Stack trace: RT::Interface::Email::MailError() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:328 RT::Interface::Email::CreateUser() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email/Auth/MailFrom.pm:172 RT::Interface::Email::Auth::MailFrom::GetCurrentUser() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:627 RT::Interface::Email::Gateway() called at /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:59 HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 [Mon Feb 18 22:30:23 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (testert at contactnet.com.br). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Suporte. (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Stack trace: RT::Interface::Email::MailError() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:846 RT::Interface::Email::_NoAuthorizedUserFound() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:652 RT::Interface::Email::Gateway() called at /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:59 HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 [Mon Feb 18 22:30:23 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Stack trace: RT::Interface::Email::MailError() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:859 RT::Interface::Email::_NoAuthorizedUserFound() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:652 RT::Interface::Email::Gateway() called at /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:59 HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 [Mon Feb 18 22:30:23 2008] [error]: Could not record email: Could not load a valid user (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Stack trace: HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 Thanks for any help! From torsten.brumm at Kuehne-Nagel.com Tue Feb 19 02:25:28 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 19 Feb 2008 08:25:28 +0100 Subject: [rt-users] Monitor disc space on RT/SQL database Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448588B@w3hamboex11.ger.win.int.kn> Try nagios, there are several plugins for mysql, this could help. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: 'Shannon Adams' CC: rt-users at lists.bestpractical.com Sent: Mon Feb 18 22:05:22 2008 Subject: Re: [rt-users] Monitor disc space on RT/SQL database I believe that Webmin can do this. http://www.webmin.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shannon Adams Sent: Monday, February 18, 2008 2:51 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Monitor disc space on RT/SQL database I need to know how to monitor available space for my RT database. I am very much a novice regarding SQL db administration. Are there any other areas I should keep my eye on to avoid any future RT db problems? I am running RT on a FC4 box and my installation is in /opt/rt3. Thanks for any help. Shannon ____________________________________________________________________________ ________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.20.7/1285 - Release Date: 2/18/2008 5:50 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.20.7/1285 - Release Date: 2/18/2008 5:50 AM _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Tue Feb 19 05:05:13 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Tue, 19 Feb 2008 10:05:13 +0000 Subject: [rt-users] CLI change owner ship In-Reply-To: <47BA04D9.5040900@med.umich.edu> References: <47B6FFEE0200007500055117@med-gwia-02a.med.umich.edu> <47B96B84.3000003@ccdc.cam.ac.uk> <47BA04D9.5040900@med.umich.edu> Message-ID: <47BAA9D9.8080301@ccdc.cam.ac.uk> Hi Michael Hess wrote: > I am looking for a way, that I can search all tickets that have not >>> been updated in 72 hours, and change the owner on them to nobody from >>> the CLI. >> >> something like: >> >> /usr/bin/rt list -i "lastupdated = '4 days ago'" | while read t; do >> /usr/bin/rt edit $t set owner=nobody >> done >> > > > This would work great, but when running it as root (rt's root not the > linux root user) I get the error > id: ticket/394 > owner: nobody > # owner: You can only reassign tickets that you own or that are unowned > # Ticket 395 updated. > > I want to keep people from sitting on tickets. > > Any way to force it? Ah, yes, my testing was done on tickets that I own ... sorry. Looking at the code, there's a ForceOwnerChange, this is from the ARGSRef hash, but I can't find a way of setting it using the -S option to /usr/bin/rt - any one got any ideas? Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From tom at limepepper.co.uk Tue Feb 19 07:31:35 2008 From: tom at limepepper.co.uk (Tom Hodder) Date: Tue, 19 Feb 2008 12:31:35 +0000 Subject: [rt-users] modify ticket changes are not completing, the page hangs during submission Message-ID: <1203424295.2962.6.camel@localhost.localdomain> Hi, I have got a problem with rt 3.6.5 on rhel4. This was working fine, and I can see no changes to configuration in the last few days (that I have made) If I open a ticket from the home page, and add a comment and change the status to resolved, the page does no complete loading. And just sits and spins the loading icon. If I cancel and go back to the home page and find the ticket, the status has been updated and relevant emails have been sent out. The only problem seems to be the web page did not update. There does not seem to be anything interesting in the debug log; [Tue Feb 19 12:30:21 2008] [debug]: About to think about scrips for transaction #6285 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Tue Feb 19 12:30:21 2008] [debug]: About to prepare scrips for transaction #6285 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171) [Tue Feb 19 12:30:21 2008] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:365) [Tue Feb 19 12:30:21 2008] [debug]: About to commit scrips for transaction #6285 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180) and that is where is hangs... Any ideas on that? Many Thanks, TomH From shannon_adams68 at yahoo.com Tue Feb 19 08:48:20 2008 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Tue, 19 Feb 2008 05:48:20 -0800 (PST) Subject: [rt-users] Query to display tickets over a certain size? Message-ID: <848752.95748.qm@web52912.mail.re2.yahoo.com> I want to list all tickets in RT over 1 mb in size. Any ideas? Thanks, Shannon ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ From sturner at MIT.EDU Tue Feb 19 09:46:30 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 19 Feb 2008 09:46:30 -0500 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <47B61853.6030109@lbl.gov> References: <47B61853.6030109@lbl.gov> Message-ID: <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> At Friday 2/15/2008 05:55 PM, Kenneth Crocker wrote: >To all, > > I have just upgraded to 3.6.4 and am having some difficulty > getting the >results of a query into a spreadsheet with the fields I selected for the >query. Instead, I get all sorts of tickets fields I did NOT select and >am missing several that I DID select. Why does RT seem to ignore the >fields I am/not selecting for the query when it downloads the results to >excel? Anyone? > >Kenn >LBNL Kenn, That's the way the spreadsheet feature works (and always has, I think) - it's intended to give you a full set of fields for each ticket. There's a contrib on the wiki that downloads only the fields you see on the results screen: http://wiki.bestpractical.com/view/SpreadsheetDisplayedFields Good luck, Steve From crpatter at ci.grand-rapids.mi.us Tue Feb 19 10:12:05 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Tue, 19 Feb 2008 10:12:05 -0500 Subject: [rt-users] Mapping attributes. In-Reply-To: <47BA0848.40101@contactnet.com.br> References: <47B2ED87.5060206@contactnet.com.br><47B98F6E.4090005@contactnet.com.br> <47BA0848.40101@contactnet.com.br> Message-ID: I'd put some debug statements in there, especially after you bind and after you search so you can isolate where it's dying. Craig -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of "F?bio M. Catunda" Sent: Monday, February 18, 2008 5:36 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mapping attributes. Well, my ultra-mega User_Local.pm realy does not work, here it is: no warnings qw(redefine); sub Create { my $Email = $$args{'Name'}; use Net::LDAP; $ldap = Net::LDAP->new( '' ) or die "$@"; $mesg = $ldap->bind ; $mesg = $ldap->search( attrs => ['cn'], scope => "sub", base => "ou=Users,dc=contactnet,dc=com,dc=br", filter => "(&(mail=$Email))" ); $mesg->code && die $mesg->error; if ($mesg->entries){ $res = $mesg->entry(0); $res = $res->get_value("cn", 1); $$args{'Name'} = $res; } $mesg = $ldap->unbind; return 1; }; 1; And here it goes some logging: Mon Feb 18 22:30:23 2008] [crit]: User 'testert at contactnet.com.br' could not be loaded in the mail gateway (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Stack trace: RT::Interface::Email::MailError() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:328 RT::Interface::Email::CreateUser() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email/Auth/MailFrom.pm:172 RT::Interface::Email::Auth::MailFrom::GetCurrentUser() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:627 RT::Interface::Email::Gateway() called at /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:59 HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 [Mon Feb 18 22:30:23 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (testert at contactnet.com.br). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Suporte. (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Stack trace: RT::Interface::Email::MailError() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:846 RT::Interface::Email::_NoAuthorizedUserFound() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:652 RT::Interface::Email::Gateway() called at /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:59 HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 [Mon Feb 18 22:30:23 2008] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Stack trace: RT::Interface::Email::MailError() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:859 RT::Interface::Email::_NoAuthorizedUserFound() called at /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:652 RT::Interface::Email::Gateway() called at /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:59 HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 [Mon Feb 18 22:30:23 2008] [error]: Could not record email: Could not load a valid user (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Stack trace: HTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm:1251 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:1246 HTML::Mason::Request::comp() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:460 (eval)() called at /usr/share/perl5/HTML/Mason/Request.pm:412 HTML::Mason::Request::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:165 HTML::Mason::Request::ApacheHandler::exec() called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm:832 HTML::Mason::ApacheHandler::handle_request() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 (eval)() called at /usr/share/request-tracker3.6/libexec/webmux.pl:123 RT::Mason::handler() called at -e:0 (eval)() called at -e:0 Thanks for any help! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From fcatunda at contactnet.com.br Tue Feb 19 10:10:21 2008 From: fcatunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=) Date: Tue, 19 Feb 2008 12:10:21 -0300 Subject: [rt-users] Mapping attributes. In-Reply-To: References: <47B2ED87.5060206@contactnet.com.br> <47B98F6E.4090005@contactnet.com.br> Message-ID: <47BAF15D.4080508@contactnet.com.br> Hi Craig, I searched for my @emailAddress = $$args{'Name'); inside the file that you sent me but I couldnt find. I was wondering to put my modifications at the same place. Are you sure that this is your User_Local.pm file? Thankz! Patterson, Craig escreveu: > I'm not sure if you wanted this who file or not, but here is our version of User_Local.pm > > We use AD and it's got a lot of LDAP stuff in it. > > -----Original Message----- > From: "F?bio M. Catunda" [mailto:fcatunda at contactnet.com.br] > Sent: Monday, February 18, 2008 9:00 AM > To: Patterson, Craig > Subject: Re: [rt-users] Mapping attributes. > > Craig, > > Sorry to botter you, but I'm a little afraid to crash RT here... it's in > a production enviroment! > > I don't have a User_Local.pm file, I just have a User.pm. Should I > create a User_local.pm or modify the User.pm? > > Thanks! > > Patterson, Craig escreveu: > >> Fabio, >> >> I'm not completely sure what you are asking, but if you're asking how to extract the username from the email address, we do something similar. >> >> You can override CanonicalizeUserInfo in {RT-HOME}/local/lib/RT/User_Local.pm. >> >> ... >> my @emailAddress = $$args{'Name'); >> my @results = split('@', $emailAddress); >> my $userName = $results[0]; >> >> # then you want to trim the last char off... >> $userName = substr($userName, 0, length($name)-1); >> >> #Finish it up >> $$args{'Name'} = $userName; >> ... >> >> Of course, some perl wizard could probably do that in one line using regex. >> >> Note, that I only put the snippet to grab the username. There are examples of assigning LDAP attributes on the wiki, http://wiki.bestpractical.com/view/LDAP. >> >> Let me know if you have any more questions. >> >> >> -Craig Patterson >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of "F?bio M. Catunda" >> Sent: Wednesday, February 13, 2008 8:16 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Mapping attributes. >> >> Hi. >> >> I would like to know if there is some way to map users to e-mail addresses. >> >> I use LDAP for auth and I would like that a person that send an e-mail >> to RT to have permission to see that ticket. The question is that the >> Requestor is the e-mail of the sender, by this reason the person that >> opened the ticket is not allowed to see that ticket. >> >> For example: >> Login: test >> E-mail: teste at mydomain.com >> When teste at mydomain.com send an e-mail to rt at mydomain.com I want the >> requestor to be test and not teste at mydomain.com >> >> I'm using RT 3.6.1-4 debian package. >> >> Thanks for any help. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From faruque at ebi.ac.uk Tue Feb 19 09:13:07 2008 From: faruque at ebi.ac.uk (Nadeem Faruque) Date: Tue, 19 Feb 2008 14:13:07 +0000 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <7235132D-6908-4E3A-965F-7170C1218C6A@khera.org> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> <20080217113236.ymlu4vzf600gwksc@admin5.blumenthals.com> <7235132D-6908-4E3A-965F-7170C1218C6A@khera.org> Message-ID: <47BAE3F3.9040807@ebi.ac.uk> Vivek Khera wrote, On 18/02/2008 18:47: > On Feb 17, 2008, at 11:32 AM, Erek Dyskant wrote: > >> RT includes a Precedence: Bulk header, which is normally a hint to >> vacation autorepliers that an autoreply is not wanted. However, Yahoo >> sticks any Precedence: Bulk mail into the bulk folder. > > I disagree with that last statement. Our RT originated-mail does not > end up in yahoo's bulk folder, unless the content somehow caused it. > It is not just because of the header. Are you sure that this affects only emails sent from RT? We found that Yahoo (at yahoo.cn, yahoo.co.uk, yahoo.mx, etc) was treating our emails very badly - some definite delivery deferrals and a lot of submitters reporting that they received no email. NB this was with both mails from our current jitterbug system, and from our desktop mail clients. I suspect that we had been greylisted and so our systems people registered our mail server at . Hopefully the problem is now resolved. It seems odd that they're clamping down so hard on incoming mail at the same time I've heard web forums admins complaining about spambots with valid yahoo addresses. Nadeem -- S.M. Nadeem N. Faruque EMBL Nucleotide Database Curation Team EMBL Outstation Tel: +44 1223 494611 Fax: +44 1223 494472 The European Bioinformatics Institute URL: http://www.ebi.ac.uk/ Email for data submissions: datasubs at ebi.ac.uk Email for updates: update at ebi.ac.uk ============================================================================= From todd at chaka.net Tue Feb 19 11:43:31 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Feb 2008 11:43:31 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <519782dc0802190843x47b76c3dmc6c2b16b4653c641@mail.gmail.com> On 2/14/08, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > Jesse, Thanks for taking the time to ask. Some of this may fall outside the scope of the work to be performed but this is what our customer support people want most. * The ability to sum numeric columns. * A count of the number of occurrences of each value for a custom field. ( A chart can give you this but a summary for each custom field displayed would be nice. ) * How about making the concise spreadsheet extension the default output for reports? * PDF output would be awesome! * Tools to analyze the efficiency of communication with requestors, such as number of replies, how many times the ticket was re-opened, etc. * Does CF sorting work in the most recent RT? (we are still on 3.6.3) A big request is for better usability of the search building page. Usage of AND/OR and subclauses can be confusing. It seems simple to me but most people can't figure it out without help. It would be really nice if for example, when adding "Queue = 'foo'" RT would detect if the entry aggregator was "AND" and "Queue = 'bar'" was part of the current subclause and automatically create a new subclause. Maybe that wouldn't work but something that detected what the user wanted instead of making an impossible query would be nice. Thanks! -Todd From boyken at divms.uiowa.edu Tue Feb 19 12:11:39 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 19 Feb 2008 11:11:39 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing Message-ID: <47BB0DCB.2080907@divms.uiowa.edu> Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as root, I don't see any superuser functions available. I don't remember the last time I logged in as root, but it could only have been a month or two ago. We're using MySQL 5.0.22 as the backend on RedHat Enterprise Server Release 5. I've checked the database, and we still have the root user, it still is in the superuser group. I'd appreciate any ideas--thanks. Karl Boyken -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From todd at chaka.net Tue Feb 19 12:16:16 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Feb 2008 12:16:16 -0500 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB0DCB.2080907@divms.uiowa.edu> References: <47BB0DCB.2080907@divms.uiowa.edu> Message-ID: <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> What are you expecting to see? On 2/19/08, Karl Boyken wrote: > Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as > root, I don't see any superuser functions available. I don't remember > the last time I logged in as root, but it could only have been a month > or two ago. We're using MySQL 5.0.22 as the backend on RedHat > Enterprise Server Release 5. I've checked the database, and we still > have the root user, it still is in the superuser group. I'd appreciate > any ideas--thanks. > > Karl Boyken > > -- > Karl Boyken, system administrator > karl-boyken at uiowa.edu > 303A MLH, Dept. of Comp. Sci. > http://www.cs.uiowa.edu/~boyken/ > The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) > 319-335-3668 (fax) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From boyken at divms.uiowa.edu Tue Feb 19 12:19:21 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 19 Feb 2008 11:19:21 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> References: <47BB0DCB.2080907@divms.uiowa.edu> <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> Message-ID: <47BB0F99.5050907@divms.uiowa.edu> I don't see even Preferences in the menu bar. I was expecting to be able to manipulate rights--that's gone. All I see in the menu bar are: * Home * ? Simple Search * ? Tickets * ? Tools * ? Approval In other words, root seems to have the same functionality in the GUI as a regular user here. Karl Todd Chapman wrote: > What are you expecting to see? > > On 2/19/08, Karl Boyken wrote: >> Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as >> root, I don't see any superuser functions available. I don't remember >> the last time I logged in as root, but it could only have been a month >> or two ago. We're using MySQL 5.0.22 as the backend on RedHat >> Enterprise Server Release 5. I've checked the database, and we still >> have the root user, it still is in the superuser group. I'd appreciate >> any ideas--thanks. >> >> Karl Boyken >> >> -- >> Karl Boyken, system administrator >> karl-boyken at uiowa.edu >> 303A MLH, Dept. of Comp. Sci. >> http://www.cs.uiowa.edu/~boyken/ >> The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) >> 319-335-3668 (fax) >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From mathew.snyder at gmail.com Tue Feb 19 12:24:59 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 19 Feb 2008 12:24:59 -0500 Subject: [rt-users] Linking tickets across queues Message-ID: <47BB10EB.1060404@gmail.com> Our rights scheme is designed such that each queue has a group associated with it. Users have the Create Ticket right in all other queues so as to be able to move tickets around but they can't own or modify tickets in other queues. This has led to a question from my manager regarding linking tickets. It seems that without being able to modify a ticket outside of adding comments, a person cannot link two tickets in different queues. Is there a way around this without adding the ModifyTicket right to all groups and all queues? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From ruz at bestpractical.com Tue Feb 19 12:40:24 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 19 Feb 2008 20:40:24 +0300 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB0F99.5050907@divms.uiowa.edu> References: <47BB0DCB.2080907@divms.uiowa.edu> <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> <47BB0F99.5050907@divms.uiowa.edu> Message-ID: <589c94400802190940y5e01b224s1f20a778776cfb8@mail.gmail.com> Have you updated deps, cleaned mason cache and restarted apache server? On Feb 19, 2008 8:19 PM, Karl Boyken wrote: > I don't see even Preferences in the menu bar. I was expecting to be > able to manipulate rights--that's gone. All I see in the menu bar are: > > * Home > * ? Simple Search > * ? Tickets > * ? Tools > * ? Approval > > In other words, root seems to have the same functionality in the GUI as > a regular user here. > > Karl > > Todd Chapman wrote: > > What are you expecting to see? > > > > On 2/19/08, Karl Boyken wrote: > >> Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as > >> root, I don't see any superuser functions available. I don't remember > >> the last time I logged in as root, but it could only have been a month > >> or two ago. We're using MySQL 5.0.22 as the backend on RedHat > >> Enterprise Server Release 5. I've checked the database, and we still > >> have the root user, it still is in the superuser group. I'd appreciate > >> any ideas--thanks. > >> > >> Karl Boyken > >> > >> -- > >> Karl Boyken, system administrator > >> karl-boyken at uiowa.edu > >> 303A MLH, Dept. of Comp. Sci. > >> http://www.cs.uiowa.edu/~boyken/ > >> The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) > >> 319-335-3668 (fax) > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > > -- > > Karl Boyken, system administrator > karl-boyken at uiowa.edu > 303A MLH, Dept. of Comp. Sci. > http://www.cs.uiowa.edu/~boyken/ > The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) > 319-335-3668 (fax) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From boyken at divms.uiowa.edu Tue Feb 19 12:45:39 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 19 Feb 2008 11:45:39 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <589c94400802190940y5e01b224s1f20a778776cfb8@mail.gmail.com> References: <47BB0DCB.2080907@divms.uiowa.edu> <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> <47BB0F99.5050907@divms.uiowa.edu> <589c94400802190940y5e01b224s1f20a778776cfb8@mail.gmail.com> Message-ID: <47BB15C3.4060900@divms.uiowa.edu> Yep, did all that. I rolled back to 3.6.5, and still have the same problem. I suspect I may at some point have screwed up the rt3 database somehow. I use rtx-shredder and at one point, last December, after I first began using it, I inadvertently deleted root, but I restored it and was able to login and everything seemed fine--had full superuser functionality. But who knows? I just now tried the restore-superuser-privileges tip from the Wiki, but that didn't work, either. So, now, I'm thinking I'll recreate the database--start over with a new, pristine db--and suck over values from the current one. Any idea if that's just a big waste of time? Karl Ruslan Zakirov wrote: > Have you updated deps, cleaned mason cache and restarted apache server? > > On Feb 19, 2008 8:19 PM, Karl Boyken wrote: >> I don't see even Preferences in the menu bar. I was expecting to be >> able to manipulate rights--that's gone. All I see in the menu bar are: >> >> * Home >> * ? Simple Search >> * ? Tickets >> * ? Tools >> * ? Approval >> >> In other words, root seems to have the same functionality in the GUI as >> a regular user here. >> >> Karl >> >> Todd Chapman wrote: >>> What are you expecting to see? >>> >>> On 2/19/08, Karl Boyken wrote: >>>> Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as >>>> root, I don't see any superuser functions available. I don't remember >>>> the last time I logged in as root, but it could only have been a month >>>> or two ago. We're using MySQL 5.0.22 as the backend on RedHat >>>> Enterprise Server Release 5. I've checked the database, and we still >>>> have the root user, it still is in the superuser group. I'd appreciate >>>> any ideas--thanks. >>>> >>>> Karl Boyken >>>> >>>> -- >>>> Karl Boyken, system administrator >>>> karl-boyken at uiowa.edu >>>> 303A MLH, Dept. of Comp. Sci. >>>> http://www.cs.uiowa.edu/~boyken/ >>>> The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) >>>> 319-335-3668 (fax) >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >> -- >> >> Karl Boyken, system administrator >> karl-boyken at uiowa.edu >> 303A MLH, Dept. of Comp. Sci. >> http://www.cs.uiowa.edu/~boyken/ >> The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) >> 319-335-3668 (fax) >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From todd at chaka.net Tue Feb 19 12:46:24 2008 From: todd at chaka.net (Todd Chapman) Date: Tue, 19 Feb 2008 12:46:24 -0500 Subject: [rt-users] Linking tickets across queues In-Reply-To: <47BB10EB.1060404@gmail.com> References: <47BB10EB.1060404@gmail.com> Message-ID: <519782dc0802190946o2078b0f9jf09fa94e98df3761@mail.gmail.com> Set StrictLinkACL to 0 in RT_SiteConfig.pm # When this feature is enabled an user need ModifyTicket right on both # tickets to link them together, otherwise he can have right on any of # two. Set($StrictLinkACL, 1); On 2/19/08, Mathew Snyder wrote: > Our rights scheme is designed such that each queue has a group associated with > it. Users have the Create Ticket right in all other queues so as to be able to > move tickets around but they can't own or modify tickets in other queues. This > has led to a question from my manager regarding linking tickets. > > It seems that without being able to modify a ticket outside of adding comments, > a person cannot link two tickets in different queues. Is there a way around > this without adding the ModifyTicket right to all groups and all queues? > > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sam.howard at officepcsupport.com Tue Feb 19 12:47:28 2008 From: sam.howard at officepcsupport.com (Samuel P. Howard) Date: Tue, 19 Feb 2008 10:47:28 -0700 Subject: [rt-users] Approvals for resolved tickets? Message-ID: <47BB1630.1060702@OfficePCSupport.com> Hi. In order to help our billing person, I am trying to find a way to alert her when a ticket gets resolved. I've come up with a few options, and would like some thoughts, opinions, suggestions, etc: 1 - Write a custom scrip that e-mails her upon Status -> Resolved 2 - Try to convince the Approvals feature to work on Ticket Resolved, not Ticket Created From these, the pros and cons so far: 1: pros: should be pretty easy to implment cons: piles of e-mail in her inbox cons: the data is outside of RT, so hard for someone else to step in if she goes on vacation, gets sick, etc 2: pros: if it can be done, it should give a nice view via RT (single location to go to for the data) cons: can Approvals be convinced to work on Status->Resolved? Right now, we have a custom field that is used in a report to find tickets that have not yet been billed, but there are a few problems with this. 1 - no timely notification (i.e. she has to run the report daily and try to figure out what's different to review each ticket for complete data needed to do the billing) 2 - if the custom field "accidentally" gets flipped, the ticket never shows in the report, so it never gets billed or accounted for. Hopefully, this gives some idea of what we are trying to achieve. Suggestions welcome! Thanks, Sam From mathew.snyder at gmail.com Tue Feb 19 12:49:05 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 19 Feb 2008 12:49:05 -0500 Subject: [rt-users] Linking tickets across queues In-Reply-To: <519782dc0802190946o2078b0f9jf09fa94e98df3761@mail.gmail.com> References: <47BB10EB.1060404@gmail.com> <519782dc0802190946o2078b0f9jf09fa94e98df3761@mail.gmail.com> Message-ID: <47BB1691.8060300@gmail.com> Sweet, thanks to Ruslan and Todd. Looks like the perfect solution Mathew Todd Chapman wrote: > Set StrictLinkACL to 0 in RT_SiteConfig.pm > > > # When this feature is enabled an user need ModifyTicket right on both > # tickets to link them together, otherwise he can have right on any of > # two. > Set($StrictLinkACL, 1); > > > On 2/19/08, Mathew Snyder wrote: >> Our rights scheme is designed such that each queue has a group associated with >> it. Users have the Create Ticket right in all other queues so as to be able to >> move tickets around but they can't own or modify tickets in other queues. This >> has led to a question from my manager regarding linking tickets. >> >> It seems that without being able to modify a ticket outside of adding comments, >> a person cannot link two tickets in different queues. Is there a way around >> this without adding the ModifyTicket right to all groups and all queues? >> >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> -- Keep up with me and what I'm up to: http://theillien.blogspot.com From KFCrocker at lbl.gov Tue Feb 19 12:50:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 09:50:57 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <519782dc0802161348h34a09c50s9b26ce320d76ada3@mail.gmail.com> References: <47B61853.6030109@lbl.gov> <519782dc0802161348h34a09c50s9b26ce320d76ada3@mail.gmail.com> Message-ID: <47BB1701.1070308@lbl.gov> Todd, thanks. I'll definitely look at this one and the one Stephen Turner mentioned. Thanks a bunch! Kenn LBNL On 2/16/2008 1:48 PM, Todd Chapman wrote: > You need this RT extension for better control of export to spreadsheet. > > http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-View-ConciseSpreadsheet > > Jesse, it would be nice if this was the default for RT in the new > reporting work that is being performed. > > -Todd > > On 2/15/08, Kenneth Crocker wrote: >> To all, >> >> >> I have just upgraded to 3.6.4 and am having some difficulty getting the >> results of a query into a spreadsheet with the fields I selected for the >> query. Instead, I get all sorts of tickets fields I did NOT select and >> am missing several that I DID select. Why does RT seem to ignore the >> fields I am/not selecting for the query when it downloads the results to >> excel? Anyone? >> >> Kenn >> LBNL >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From KFCrocker at lbl.gov Tue Feb 19 12:53:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 09:53:04 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> Message-ID: <47BB1780.9090409@lbl.gov> Stephen, thanks. I'm definitely going to look at it. I had modified the default set of columns in my local directory for this very purpose. It seems a waste of time to have to delete any unwanted columns one at a time and then to have them show up anyway in a downloaded result. Oh well, that's why we have the user group, huh? Kenn LBNL On 2/19/2008 6:46 AM, Stephen Turner wrote: > At Friday 2/15/2008 05:55 PM, Kenneth Crocker wrote: >> To all, >> >> I have just upgraded to 3.6.4 and am having some difficulty >> getting the >> results of a query into a spreadsheet with the fields I selected for the >> query. Instead, I get all sorts of tickets fields I did NOT select and >> am missing several that I DID select. Why does RT seem to ignore the >> fields I am/not selecting for the query when it downloads the results to >> excel? Anyone? >> >> Kenn >> LBNL > > Kenn, > > That's the way the spreadsheet feature works (and always has, I think) - > it's intended to give you a full set of fields for each ticket. There's > a contrib on the wiki that downloads only the fields you see on the > results screen: > > http://wiki.bestpractical.com/view/SpreadsheetDisplayedFields > > Good luck, > Steve > From vivek at khera.org Tue Feb 19 12:56:31 2008 From: vivek at khera.org (Vivek Khera) Date: Tue, 19 Feb 2008 12:56:31 -0500 Subject: [rt-users] help with custom scrip condition Message-ID: I have the following scrip condition for my one of my queues, to prevent auto-replies to mail declared spam by spam assassin: --cut here-- if ($self->TransactionObj->Type eq 'Create') { $RT::Logger->error("Got a create transacation..."); my $co = $self->TransactionObj->ContentObj; return 0 unless $co; $RT::Logger->error("...checking if via email."); return 1 unless $co->GetHeader('Received'); $RT::Logger->error("Looks like a juicy email"); # check if email is flagged as spam. assumes header set by mail server my $is_spam = $co->GetHeader('X-Spam-Flag') || 'nope'; my $rv = $is_spam eq 'YES' ? 0 : 1; $RT::Logger->error("spam determination = $is_spam (autoreply = $rv)"); return $rv; } else { return 0; # do not run action } --cut here-- Is there some other (faster) preferred way to pull just the headers? I have one message I'm trying to debug why we sent an autoreply to a message that clearly was declared spam. It got to the step "checking if via email" in my scrip, then seems to have returned true when it didn't find a Received header. I'm wondering if it is just timing out (no error in the log) since it took over 30 seconds to get the content object: Feb 19 11:32:49 rt RT: Got a create transacation... ((eval 15255):2) Feb 19 11:33:21 rt RT: ...checking if via email. ((eval 15255):5) Actually, quite often I get my scrip terminate at this step, even though we almost always get tickets via email instead of at the UI. Any ideas? From anarcat at anarcat.ath.cx Tue Feb 19 12:44:48 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Tue, 19 Feb 2008 12:44:48 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <20080219174448.GG5600@mumia.anarcat.ath.cx> Not sure this qualifies as a wishlist, but more Munin plugins like this would be useful: http://stats.koumbit.net/koumbit.net/lethe.koumbit.net.html#Rt The source for those is available in: https://lethe.koumbit.net/svn/koumbit/trunk/munin-plugins/ -- Rock journalism is people who can't write interviewing people who can't talk for people who can't read. - Frank Zappa -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From mathew.snyder at gmail.com Tue Feb 19 13:28:32 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 19 Feb 2008 13:28:32 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> Message-ID: <47BB1FD0.5020406@gmail.com> What kind of time frame are we looking at delivery on this? I've been holding off on writing complex reports while I figure out how to create another interface for it. However, if these reports will be available in the next 6 months I can probably convince my boss that my delays are justifiable. Mathew Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com From sturner at MIT.EDU Tue Feb 19 13:28:33 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 19 Feb 2008 13:28:33 -0500 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <47BB1780.9090409@lbl.gov> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> Message-ID: <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> At Tuesday 2/19/2008 12:53 PM, Kenneth Crocker wrote: >Stephen, > > thanks. I'm definitely going to look at it. I had modified > the default set of columns in my local directory for this very > purpose. It seems a waste of time to have to delete any unwanted > columns one at a time and then to have them show up anyway in a > downloaded result. Oh well, that's why we have the user group, huh? > > >Kenn >LBNL Kenn, The extension Todd mentioned looks as though it may have been based on my original code (on the wiki) - so it's probably better to go with that one, especially if it's going to be brought into the core product. Steve From sturner at MIT.EDU Tue Feb 19 13:28:33 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 19 Feb 2008 13:28:33 -0500 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <47BB1780.9090409@lbl.gov> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> Message-ID: <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> At Tuesday 2/19/2008 12:53 PM, Kenneth Crocker wrote: >Stephen, > > thanks. I'm definitely going to look at it. I had modified > the default set of columns in my local directory for this very > purpose. It seems a waste of time to have to delete any unwanted > columns one at a time and then to have them show up anyway in a > downloaded result. Oh well, that's why we have the user group, huh? > > >Kenn >LBNL Kenn, The extension Todd mentioned looks as though it may have been based on my original code (on the wiki) - so it's probably better to go with that one, especially if it's going to be brought into the core product. Steve From gleduc at mail.sdsu.edu Tue Feb 19 13:33:12 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 19 Feb 2008 10:33:12 -0800 Subject: [rt-users] Shredder bug? (was: Shredder web gui, bad path to tickets) In-Reply-To: <6.2.1.2.2.20080218114614.05c98128@mail.sdsu.edu> References: <6.2.1.2.2.20080218114614.05c98128@mail.sdsu.edu> Message-ID: <6.2.1.2.2.20080219101141.02291250@mail.sdsu.edu> I found the problem with displaying objects returned by the Shredder search and I think it might be a bug. The files in /share/html/Admin/Tools/Shredder/Elements/Object return a path using $RT::WebBaseURL instead of $RT::WebURL; this leaves off $RT::WebPath. So on my system, links point to https://mysystem:443/Ticket/Display.html?id=498 instead of https://mysystem/rt/Ticket/Display.html?id=498 The files I had to modify are RT--Attachment RT--Ticket RT--User Disclaimer: Since Shredder has been around awhile and no one else has reported this, it's possible that this could be due to settings in my RT_Siteconfig that I made to get RT to work using https, but it was a while ago and I don't recall how I changed the settings from their default. Regards, Gene At 11:56 AM 2/18/2008, I wrote: >I've just installed the latest Shredder extension via CPAN and it seems to >do its job nicely wiping out deleted tickets via the web gui. When I click >on a ticket from the search results, though, the path to the ticket is >missing the root "rt/" component. Everything else has been working fine >for a year or more. > >The path should be: https://rt.company.com/rt/Ticket/Display.html?id=7 >But this is what Shredder search is showing (which returns a 404 >error): https://rt.company.com/Ticket/Display.html?id=7 > >Is this something that needs to be set in RT_Siteconfig or do I need to >modify the shredder html? > >My RT is installed in a non-standard location, but I gave the installer the >path to my RT.pm and everything seemed to install fine. -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Tue Feb 19 13:35:26 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 10:35:26 -0800 Subject: [rt-users] Linking tickets across queues In-Reply-To: <47BB10EB.1060404@gmail.com> References: <47BB10EB.1060404@gmail.com> Message-ID: <47BB216E.8000600@lbl.gov> Mathew, Have you tried the "DependsOn" or "RefersTo" links? I use them and they work great. When I "Display" any ticket with these links, the ticket number, subject, and ticket status shows up in the links section for the current ticket. It does not matter what queue the "linked" tickets are in. I also have a query that reports all tickets in X queues that have any Parent/Child, DependsOn/DependedOnBy, and RefersTo/ReferredToBy links as well as the due dates for any of those tickets, who owns them, what queue they are in, etc. I don't have to modify any RT base code to do this {makes maintenence easier when doing upgrades :-)}. Hope this helps. Kenn LBNL On 2/19/2008 9:24 AM, Mathew Snyder wrote: > Our rights scheme is designed such that each queue has a group associated with > it. Users have the Create Ticket right in all other queues so as to be able to > move tickets around but they can't own or modify tickets in other queues. This > has led to a question from my manager regarding linking tickets. > > It seems that without being able to modify a ticket outside of adding comments, > a person cannot link two tickets in different queues. Is there a way around > this without adding the ModifyTicket right to all groups and all queues? > > Mathew From tom at limepepper.co.uk Tue Feb 19 13:49:45 2008 From: tom at limepepper.co.uk (Tom Hodder) Date: Tue, 19 Feb 2008 18:49:45 +0000 Subject: [rt-users] pointers on debugging rt 3.6.5 page hanging problem Message-ID: <1203446985.12442.2.camel@localhost.localdomain> Hi, A problem appeared today where the browser hangs when the status of a ticket is changed. There do not seem to be any associated errors in the log file, and the page waits for about 30 seconds and then goes to a blank page. I have the level set to debug; [Tue Feb 19 18:44:54 2008] [debug]: About to think about scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Tue Feb 19 18:44:54 2008] [debug]: About to prepare scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171) [Tue Feb 19 18:44:54 2008] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:365) [Tue Feb 19 18:44:54 2008] [debug]: About to commit scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180) [Tue Feb 19 18:44:55 2008] [info]: #545/6402 - Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) [Tue Feb 19 18:44:55 2008] [info]: sent To: root at dcmon01.osti.local (/opt/rt3/lib/RT/Action/SendEmail.pm:283) [Tue Feb 19 18:44:56 2008] [debug]: About to think about scrips for transaction #6403 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) any ideas on where I can look to fix this? Thanks, Tom From KFCrocker at lbl.gov Tue Feb 19 13:54:23 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 10:54:23 -0800 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB15C3.4060900@divms.uiowa.edu> References: <47BB0DCB.2080907@divms.uiowa.edu> <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> <47BB0F99.5050907@divms.uiowa.edu> <589c94400802190940y5e01b224s1f20a778776cfb8@mail.gmail.com> <47BB15C3.4060900@divms.uiowa.edu> Message-ID: <47BB25DF.1010705@lbl.gov> Karl, Have you gone into the DataBase with SQL and looked at what is in the table records? especially for root? That might help, especially if you see something glaringly odd. Then you could find out what you need to change and modify that particular record. Normally, I wouldn't recommend modifying the RT DataBasee directly, but if you need to "fix" something, sometimes that's the only way to do it. I'd look at the USERS table to get the ID number and then the PRINCIPALS table and asee if the Id is disabled or not. If that doesn't indicate anything, then look at the ACL table. There must be something there that would give you a clue. Hope this helps. Kenn LBNL On 2/19/2008 9:45 AM, Karl Boyken wrote: > Yep, did all that. > > I rolled back to 3.6.5, and still have the same problem. I suspect I > may at some point have screwed up the rt3 database somehow. I use > rtx-shredder and at one point, last December, after I first began using > it, I inadvertently deleted root, but I restored it and was able to > login and everything seemed fine--had full superuser functionality. But > who knows? > > I just now tried the restore-superuser-privileges tip from the Wiki, but > that didn't work, either. So, now, I'm thinking I'll recreate the > database--start over with a new, pristine db--and suck over values from > the current one. Any idea if that's just a big waste of time? > > Karl > > Ruslan Zakirov wrote: >> Have you updated deps, cleaned mason cache and restarted apache server? >> >> On Feb 19, 2008 8:19 PM, Karl Boyken wrote: >>> I don't see even Preferences in the menu bar. I was expecting to be >>> able to manipulate rights--that's gone. All I see in the menu bar are: >>> >>> * Home >>> * ? Simple Search >>> * ? Tickets >>> * ? Tools >>> * ? Approval >>> >>> In other words, root seems to have the same functionality in the GUI as >>> a regular user here. >>> >>> Karl >>> >>> Todd Chapman wrote: >>>> What are you expecting to see? >>>> >>>> On 2/19/08, Karl Boyken wrote: >>>>> Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as >>>>> root, I don't see any superuser functions available. I don't remember >>>>> the last time I logged in as root, but it could only have been a month >>>>> or two ago. We're using MySQL 5.0.22 as the backend on RedHat >>>>> Enterprise Server Release 5. I've checked the database, and we still >>>>> have the root user, it still is in the superuser group. I'd >>>>> appreciate >>>>> any ideas--thanks. >>>>> >>>>> Karl Boyken >>>>> >>>>> -- >>>>> Karl Boyken, system administrator >>>>> karl-boyken at uiowa.edu >>>>> 303A MLH, Dept. of Comp. Sci. >>>>> http://www.cs.uiowa.edu/~boyken/ >>>>> The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) >>>>> 319-335-3668 (fax) >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>> -- >>> >>> Karl Boyken, system administrator >>> karl-boyken at uiowa.edu >>> 303A MLH, Dept. of Comp. Sci. >>> http://www.cs.uiowa.edu/~boyken/ >>> The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) >>> 319-335-3668 (fax) >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Feb 19 13:56:07 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Feb 2008 13:56:07 -0500 Subject: [rt-users] RT Reporting - We need your wishlists In-Reply-To: <47BB1FD0.5020406@gmail.com> References: <7EF39C62-3A41-40BB-B5D9-57558E48AEEC@bestpractical.com> <47BB1FD0.5020406@gmail.com> Message-ID: <5C36F43A-C63A-4B79-B98A-494D4366720E@bestpractical.com> On Feb 19, 2008, at 1:28 PM, Mathew Snyder wrote: > What kind of time frame are we looking at delivery on this? I've > been holding > off on writing complex reports while I figure out how to create > another > interface for it. However, if these reports will be available in > the next 6 > months I can probably convince my boss that my delays are justifiable. We don't generally promise release dates other than to customers sponsoring specific pieces of work. From KFCrocker at lbl.gov Tue Feb 19 13:59:55 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 10:59:55 -0800 Subject: [rt-users] pointers on debugging rt 3.6.5 page hanging problem In-Reply-To: <1203446985.12442.2.camel@localhost.localdomain> References: <1203446985.12442.2.camel@localhost.localdomain> Message-ID: <47BB272B.5090507@lbl.gov> Tom, Would you mind listing for me any scrips you have relating to a status change and emails as a result of said change? What kind of action precipitated the initial scrip being triggered? Could be that an email notification scrip is looking for a template that you modified or misnamed (capitol letters?, etc.) and can't find it. Anyway, that list and their contents will help the debugging process. Kenn LBNL On 2/19/2008 10:49 AM, Tom Hodder wrote: > Hi, > > A problem appeared today where the browser hangs when the status of a > ticket is changed. > > There do not seem to be any associated errors in the log file, and the > page waits for about 30 seconds and then goes to a blank page. > > I have the level set to debug; > [Tue Feb 19 18:44:54 2008] [debug]: About to think about scrips for > transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) > [Tue Feb 19 18:44:54 2008] [debug]: About to prepare scrips for > transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171) > [Tue Feb 19 18:44:54 2008] [debug]: Found 2 scrips > (/opt/rt3/lib/RT/Scrips_Overlay.pm:365) > [Tue Feb 19 18:44:54 2008] [debug]: About to commit scrips for > transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180) > [Tue Feb 19 18:44:55 2008] [info]: > #545/6402 - Scrip 10 > (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > [Tue Feb 19 18:44:55 2008] [info]: > sent To: > root at dcmon01.osti.local (/opt/rt3/lib/RT/Action/SendEmail.pm:283) > [Tue Feb 19 18:44:56 2008] [debug]: About to think about scrips for > transaction #6403 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) > > > any ideas on where I can look to fix this? > > Thanks, > > Tom > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Tue Feb 19 14:06:38 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 11:06:38 -0800 Subject: [rt-users] Approvals for resolved tickets? In-Reply-To: <47BB1630.1060702@OfficePCSupport.com> References: <47BB1630.1060702@OfficePCSupport.com> Message-ID: <47BB28BE.6040208@lbl.gov> Samuel, Do you want to alert billing to ANY ticket that gets resolved, regardless if it was in the Approvals queue or not? if so, a simple scrip with the "onResolve" condition would do it. However, if you have other conditions you want considered, you will need to make that condition "User-defined" and put in your specific perl code for your other conditions. You could also create a special template for this particular notification which would include the pertinent ticket info so that person wouldn't have to go to RT and hunt up the ticket, etc. Kenn LBNL On 2/19/2008 9:47 AM, Samuel P. Howard wrote: > Hi. > > In order to help our billing person, I am trying to find a way to alert > her when a ticket gets resolved. I've come up with a few options, and > would like some thoughts, opinions, suggestions, etc: > > 1 - Write a custom scrip that e-mails her upon Status -> Resolved > > 2 - Try to convince the Approvals feature to work on Ticket Resolved, > not Ticket Created > > From these, the pros and cons so far: > > 1: > pros: should be pretty easy to implment > cons: piles of e-mail in her inbox > cons: the data is outside of RT, so hard for someone else to step in > if she goes on vacation, gets sick, etc > > 2: > pros: if it can be done, it should give a nice view via RT (single > location to go to for the data) > cons: can Approvals be convinced to work on Status->Resolved? > > Right now, we have a custom field that is used in a report to find > tickets that have not yet been billed, but there are a few problems with > this. > > 1 - no timely notification (i.e. she has to run the report daily and try > to figure out what's different to review each ticket for complete data > needed to do the billing) > 2 - if the custom field "accidentally" gets flipped, the ticket never > shows in the report, so it never gets billed or accounted for. > > Hopefully, this gives some idea of what we are trying to achieve. > Suggestions welcome! > > Thanks, > Sam > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From boyken at divms.uiowa.edu Tue Feb 19 14:10:09 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 19 Feb 2008 13:10:09 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB25DF.1010705@lbl.gov> References: <47BB0DCB.2080907@divms.uiowa.edu> <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> <47BB0F99.5050907@divms.uiowa.edu> <589c94400802190940y5e01b224s1f20a778776cfb8@mail.gmail.com> <47BB15C3.4060900@divms.uiowa.edu> <47BB25DF.1010705@lbl.gov> Message-ID: <47BB2991.90202@divms.uiowa.edu> Yes, I've poked around a bit in the database. I haven't seen anything glaringly wrong yet, but that could be more a statement about my ignorance of the RT schema than anything else. The 'root' user is in Users, and it looks like it has all the settings it would have from creating the initial db. There are two SuperUser rights entries in the ACL table, one for RT_System and one for root. Karl Kenneth Crocker wrote: > Karl, > > > Have you gone into the DataBase with SQL and looked at what is in > the table records? especially for root? That might help, especially if > you see something glaringly odd. Then you could find out what you need > to change and modify that particular record. Normally, I wouldn't > recommend modifying the RT DataBasee directly, but if you need to "fix" > something, sometimes that's the only way to do it. I'd look at the USERS > table to get the ID number and then the PRINCIPALS table and asee if the > Id is disabled or not. If that doesn't indicate anything, then look at > the ACL table. There must be something there that would give you a clue. > Hope this helps. > > Kenn > LBNL -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From boyken at divms.uiowa.edu Tue Feb 19 14:30:27 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 19 Feb 2008 13:30:27 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing Message-ID: <47BB2E53.6090602@divms.uiowa.edu> One additional bit of info: When I run the Perl code from Wiki that's supposed to restore superuser, I get "Principal 12 not found." root has id 12 in the Users table. Here's the Perl code: /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; > my $u=RT::User->new($RT::SystemUser); > $u->Load("root"); > ($val,$msg) = $u->PrincipalObj->GrantRight(Object=> $RT::System, Right => "SuperUser"); > print "$msg\n"' In mysql, a "select * from Principals where id='12';" yields an entry for root: +----+---------------+----------+----------+ | id | PrincipalType | ObjectId | Disabled | +----+---------------+----------+----------+ | 12 | User | 12 | 0 | +----+---------------+----------+----------+ Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From KFCrocker at lbl.gov Tue Feb 19 15:18:42 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 12:18:42 -0800 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB2991.90202@divms.uiowa.edu> References: <47BB0DCB.2080907@divms.uiowa.edu> <519782dc0802190916s2e7b9721p640230ae53393d0f@mail.gmail.com> <47BB0F99.5050907@divms.uiowa.edu> <589c94400802190940y5e01b224s1f20a778776cfb8@mail.gmail.com> <47BB15C3.4060900@divms.uiowa.edu> <47BB25DF.1010705@lbl.gov> <47BB2991.90202@divms.uiowa.edu> Message-ID: <47BB39A2.3080501@lbl.gov> Karl, Go to the PRINCIPALS table and look up the correct UserID in the and see if it is enabled/disabled. The USers table doesn't have that info. Kenn LBNL On 2/19/2008 11:10 AM, Karl Boyken wrote: > Yes, I've poked around a bit in the database. I haven't seen anything > glaringly wrong yet, but that could be more a statement about my > ignorance of the RT schema than anything else. The 'root' user is in > Users, and it looks like it has all the settings it would have from > creating the initial db. There are two SuperUser rights entries in the > ACL table, one for RT_System and one for root. > > Karl > > Kenneth Crocker wrote: >> Karl, >> >> >> Have you gone into the DataBase with SQL and looked at what is in >> the table records? especially for root? That might help, especially if >> you see something glaringly odd. Then you could find out what you need >> to change and modify that particular record. Normally, I wouldn't >> recommend modifying the RT DataBasee directly, but if you need to >> "fix" something, sometimes that's the only way to do it. I'd look at >> the USERS table to get the ID number and then the PRINCIPALS table and >> asee if the Id is disabled or not. If that doesn't indicate anything, >> then look at the ACL table. There must be something there that would >> give you a clue. Hope this helps. >> >> Kenn >> LBNL > > From KFCrocker at lbl.gov Tue Feb 19 15:22:24 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 12:22:24 -0800 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB2E53.6090602@divms.uiowa.edu> References: <47BB2E53.6090602@divms.uiowa.edu> Message-ID: <47BB3A80.4030808@lbl.gov> Karl, What do you get from the "GROUPS" table? There could be an "equivilancy ID" for that userID. Kenn LBNL On 2/19/2008 11:30 AM, Karl Boyken wrote: > One additional bit of info: > > When I run the Perl code from Wiki that's supposed to restore superuser, > I get "Principal 12 not found." root has id 12 in the Users table. > Here's the Perl code: > > /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; > > my $u=RT::User->new($RT::SystemUser); > > $u->Load("root"); > > ($val,$msg) = $u->PrincipalObj->GrantRight(Object=> $RT::System, > Right => "SuperUser"); > > print "$msg\n"' > > In mysql, a "select * from Principals where id='12';" yields an entry > for root: > > +----+---------------+----------+----------+ > | id | PrincipalType | ObjectId | Disabled | > +----+---------------+----------+----------+ > | 12 | User | 12 | 0 | > +----+---------------+----------+----------+ > > Karl > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From boyken at divms.uiowa.edu Tue Feb 19 15:39:24 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 19 Feb 2008 14:39:24 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB3A80.4030808@lbl.gov> References: <47BB2E53.6090602@divms.uiowa.edu> <47BB3A80.4030808@lbl.gov> Message-ID: <47BB3E7C.2020307@divms.uiowa.edu> Kenn, is this what you mean? mysql> select * from Groups where Description='ACL equiv. for user 12'; +----+---------+------------------------+----------------+-----------+----------+ | id | Name | Description | Domain | Type | Instance | +----+---------+------------------------+----------------+-----------+----------+ | 13 | User 12 | ACL equiv. for user 12 | ACLEquivalence | UserEquiv | 12 | +----+---------+------------------------+----------------+-----------+----------+ 1 row in set (0.01 sec) Karl Kenneth Crocker wrote: > Karl, > > What do you get from the "GROUPS" table? There could be an > "equivilancy ID" for that userID. > > Kenn > LBNL > > On 2/19/2008 11:30 AM, Karl Boyken wrote: >> One additional bit of info: >> >> When I run the Perl code from Wiki that's supposed to restore >> superuser, I get "Principal 12 not found." root has id 12 in the >> Users table. Here's the Perl code: >> >> /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; >> > my $u=RT::User->new($RT::SystemUser); >> > $u->Load("root"); >> > ($val,$msg) = $u->PrincipalObj->GrantRight(Object=> $RT::System, >> Right => "SuperUser"); >> > print "$msg\n"' >> >> In mysql, a "select * from Principals where id='12';" yields an entry >> for root: >> >> +----+---------------+----------+----------+ >> | id | PrincipalType | ObjectId | Disabled | >> +----+---------------+----------+----------+ >> | 12 | User | 12 | 0 | >> +----+---------------+----------+----------+ >> >> Karl >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From kae at midnighthax.com Tue Feb 19 15:18:15 2008 From: kae at midnighthax.com (Keith Edmunds) Date: Tue, 19 Feb 2008 20:18:15 +0000 Subject: [rt-users] Missing "take" link for some users Message-ID: <20080219201815.06d07df1@ws.in.tiger-computing.com> RT 3.6.1 We have four users on this system. In "10 newest unowned tickets", one user has the ticket number as a link and also a 'take' link; the other three users have only a plain-text ticket number and no take link. At first I thought this was down to permissions, but I have granted one use full global permissions and there has been no change. Where should I be looking to try to resolve this? Thanks, Keith From sam.howard at officepcsupport.com Tue Feb 19 17:04:43 2008 From: sam.howard at officepcsupport.com (Samuel P. Howard) Date: Tue, 19 Feb 2008 15:04:43 -0700 Subject: [rt-users] Approvals for resolved tickets? In-Reply-To: <47BB28BE.6040208@lbl.gov> References: <47BB1630.1060702@OfficePCSupport.com> <47BB28BE.6040208@lbl.gov> Message-ID: <47BB527B.1010100@OfficePCSupport.com> Hi Kenn, At this point, we aren't using Approvals at all, so the answer about ANY ticket is "sorta" ... we do have a few queues that we don't want to know about ... we have other partners using queues in our RT implementation, so we'd probably have to do a user defined condition, I suppose. I guess one of our questions was, can the Approvals feature be used for the end of a ticket's life (onResolve), rather than the beginning (onCreate)? Also, just doing an onResolve scrip, I didn't see an easy way to send the response output (template, et al) to a specific user (who is not in the AdminCC or any other list associated with the ticket) ... is there a good example somewhere I could borrow from? Thanks, Sam Kenneth Crocker wrote: > Samuel, > > > Do you want to alert billing to ANY ticket that gets resolved, > regardless if it was in the Approvals queue or not? if so, a simple > scrip with the "onResolve" condition would do it. However, if you have > other conditions you want considered, you will need to make that > condition "User-defined" and put in your specific perl code for your > other conditions. You could also create a special template for this > particular notification which would include the pertinent ticket info > so that person wouldn't have to go to RT and hunt up the ticket, etc. > > Kenn > LBNL > > On 2/19/2008 9:47 AM, Samuel P. Howard wrote: >> Hi. >> >> In order to help our billing person, I am trying to find a way to >> alert her when a ticket gets resolved. I've come up with a few >> options, and would like some thoughts, opinions, suggestions, etc: >> >> 1 - Write a custom scrip that e-mails her upon Status -> Resolved >> >> 2 - Try to convince the Approvals feature to work on Ticket Resolved, >> not Ticket Created >> >> From these, the pros and cons so far: >> >> 1: >> pros: should be pretty easy to implment >> cons: piles of e-mail in her inbox >> cons: the data is outside of RT, so hard for someone else to step >> in if she goes on vacation, gets sick, etc >> >> 2: >> pros: if it can be done, it should give a nice view via RT (single >> location to go to for the data) >> cons: can Approvals be convinced to work on Status->Resolved? >> >> Right now, we have a custom field that is used in a report to find >> tickets that have not yet been billed, but there are a few problems >> with this. >> >> 1 - no timely notification (i.e. she has to run the report daily and >> try to figure out what's different to review each ticket for complete >> data needed to do the billing) >> 2 - if the custom field "accidentally" gets flipped, the ticket never >> shows in the report, so it never gets billed or accounted for. >> >> Hopefully, this gives some idea of what we are trying to achieve. >> Suggestions welcome! >> >> Thanks, >> Sam >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From KFCrocker at lbl.gov Tue Feb 19 18:00:54 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 15:00:54 -0800 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB3E7C.2020307@divms.uiowa.edu> References: <47BB2E53.6090602@divms.uiowa.edu> <47BB3A80.4030808@lbl.gov> <47BB3E7C.2020307@divms.uiowa.edu> Message-ID: <47BB5FA6.6000104@lbl.gov> Karl, Now see if the Id number is disabled in the PRINCIPALS Tables. Kenn LBNL On 2/19/2008 12:39 PM, Karl Boyken wrote: > Kenn, is this what you mean? > > mysql> select * from Groups where Description='ACL equiv. for user 12'; > +----+---------+------------------------+----------------+-----------+----------+ > > | id | Name | Description | Domain | Type | > Instance | > +----+---------+------------------------+----------------+-----------+----------+ > > | 13 | User 12 | ACL equiv. for user 12 | ACLEquivalence | UserEquiv | > 12 | > +----+---------+------------------------+----------------+-----------+----------+ > > 1 row in set (0.01 sec) > > Karl > > Kenneth Crocker wrote: >> Karl, >> >> What do you get from the "GROUPS" table? There could be an >> "equivilancy ID" for that userID. >> >> Kenn >> LBNL >> >> On 2/19/2008 11:30 AM, Karl Boyken wrote: >>> One additional bit of info: >>> >>> When I run the Perl code from Wiki that's supposed to restore >>> superuser, I get "Principal 12 not found." root has id 12 in the >>> Users table. Here's the Perl code: >>> >>> /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; >>> > my $u=RT::User->new($RT::SystemUser); >>> > $u->Load("root"); >>> > ($val,$msg) = $u->PrincipalObj->GrantRight(Object=> $RT::System, >>> Right => "SuperUser"); >>> > print "$msg\n"' >>> >>> In mysql, a "select * from Principals where id='12';" yields an entry >>> for root: >>> >>> +----+---------------+----------+----------+ >>> | id | PrincipalType | ObjectId | Disabled | >>> +----+---------------+----------+----------+ >>> | 12 | User | 12 | 0 | >>> +----+---------------+----------+----------+ >>> >>> Karl >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> > From KFCrocker at lbl.gov Tue Feb 19 18:11:32 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 15:11:32 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> Message-ID: <47BB6224.7000906@lbl.gov> Stephen & Todd, I copied the Results.html file from /share/html/Search/ to /local/html/Search/. Then I made the changes to /local/html/Search/Results.html (one line for the spreadsheet link. I also removed the code at the end of the line for "RSS" and "Offline") and then I added the new file SearchResults.tsv to /local/html/Search/ (with latest changes commented at the bottom). When I selected the spreadsheet link from my search results page, I got the message "The requested URL /Search/ScreenResults.tsv was not found on this server." What am I missing? Kenn LBNL On 2/19/2008 10:28 AM, Stephen Turner wrote: > At Tuesday 2/19/2008 12:53 PM, Kenneth Crocker wrote: >> Stephen, >> >> thanks. I'm definitely going to look at it. I had modified the >> default set of columns in my local directory for this very purpose. It >> seems a waste of time to have to delete any unwanted columns one at a >> time and then to have them show up anyway in a downloaded result. Oh >> well, that's why we have the user group, huh? >> >> >> Kenn >> LBNL > > Kenn, > > The extension Todd mentioned looks as though it may have been based on > my original code (on the wiki) - so it's probably better to go with that > one, especially if it's going to be brought into the core product. > > Steve > From KFCrocker at lbl.gov Tue Feb 19 18:19:11 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 15:19:11 -0800 Subject: [rt-users] Approvals for resolved tickets? In-Reply-To: <47BB527B.1010100@OfficePCSupport.com> References: <47BB1630.1060702@OfficePCSupport.com> <47BB28BE.6040208@lbl.gov> <47BB527B.1010100@OfficePCSupport.com> Message-ID: <47BB63EF.6020501@lbl.gov> Samuel, I would create a Billing Group and put the appropriate UserIDs in that group (primary person and backup?). Then, add that group as a "CC" Watcher for every Queue you want this group to be notified from on resolved tickets. Then go to Configuration->Queues->Templates and select "New Template. Create a new Template called "Billing Resolved". In that template, make it say what you want and include various ticket info. An example is below: Subject: Request Titled: "{$Ticket->Subject}" has been resolved! This ticket has been resolved. DO NOT reply to this message! ----------------------------------------------------------------------------- TICKET INFORMATION: Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : {$Ticket->Id} Ticket Subject: {$Ticket->Subject} Ticket Description: { return $Ticket->FirstCustomFieldValue('Description'); } Ticket Priority is: {$Ticket->Priority} Ticket Created by: {$Ticket->CreatorObj->Name} Ticket Created on: {substr($Ticket->Created, 0, 10)} Ticket Owned by: {$Ticket->OwnerObj->Name} Development Started on: {substr($Ticket->Started, 0, 10)} QA Approved on: N/A QA Approved by: N/A Migrated on: {substr($Ticket->Resolved, 0, 10)} Migrated by: {$Ticket->LastUpdatedByObj->Name} 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 $Resolution_Comment; } ----------------------------------------------------------------------------- To view ticket information, enter URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} You have to determine what that info is. Then go to Configuration->Queues->Scrips and create a new scrip named "Notify Billing on Resolved" and specify condition as "OnResolve" and select the "Billing Resolved" template and there you go. Hope this helps. Kenn LBNL On 2/19/2008 2:04 PM, Samuel P. Howard wrote: > Hi Kenn, > > At this point, we aren't using Approvals at all, so the answer about ANY > ticket is "sorta" ... we do have a few queues that we don't want to know > about ... we have other partners using queues in our RT implementation, > so we'd probably have to do a user defined condition, I suppose. > > I guess one of our questions was, can the Approvals feature be used for > the end of a ticket's life (onResolve), rather than the beginning > (onCreate)? > > Also, just doing an onResolve scrip, I didn't see an easy way to send > the response output (template, et al) to a specific user (who is not in > the AdminCC or any other list associated with the ticket) ... is there a > good example somewhere I could borrow from? > > Thanks, > Sam > > Kenneth Crocker wrote: >> Samuel, >> >> >> Do you want to alert billing to ANY ticket that gets resolved, >> regardless if it was in the Approvals queue or not? if so, a simple >> scrip with the "onResolve" condition would do it. However, if you have >> other conditions you want considered, you will need to make that >> condition "User-defined" and put in your specific perl code for your >> other conditions. You could also create a special template for this >> particular notification which would include the pertinent ticket info >> so that person wouldn't have to go to RT and hunt up the ticket, etc. >> >> Kenn >> LBNL >> >> On 2/19/2008 9:47 AM, Samuel P. Howard wrote: >>> Hi. >>> >>> In order to help our billing person, I am trying to find a way to >>> alert her when a ticket gets resolved. I've come up with a few >>> options, and would like some thoughts, opinions, suggestions, etc: >>> >>> 1 - Write a custom scrip that e-mails her upon Status -> Resolved >>> >>> 2 - Try to convince the Approvals feature to work on Ticket Resolved, >>> not Ticket Created >>> >>> From these, the pros and cons so far: >>> >>> 1: >>> pros: should be pretty easy to implment >>> cons: piles of e-mail in her inbox >>> cons: the data is outside of RT, so hard for someone else to step >>> in if she goes on vacation, gets sick, etc >>> >>> 2: >>> pros: if it can be done, it should give a nice view via RT (single >>> location to go to for the data) >>> cons: can Approvals be convinced to work on Status->Resolved? >>> >>> Right now, we have a custom field that is used in a report to find >>> tickets that have not yet been billed, but there are a few problems >>> with this. >>> >>> 1 - no timely notification (i.e. she has to run the report daily and >>> try to figure out what's different to review each ticket for complete >>> data needed to do the billing) >>> 2 - if the custom field "accidentally" gets flipped, the ticket never >>> shows in the report, so it never gets billed or accounted for. >>> >>> Hopefully, this gives some idea of what we are trying to achieve. >>> Suggestions welcome! >>> >>> Thanks, >>> Sam >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > From KFCrocker at lbl.gov Tue Feb 19 18:47:46 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Feb 2008 15:47:46 -0800 Subject: [rt-users] Approvals for resolved tickets? In-Reply-To: <47BB63EF.6020501@lbl.gov> References: <47BB1630.1060702@OfficePCSupport.com> <47BB28BE.6040208@lbl.gov> <47BB527B.1010100@OfficePCSupport.com> <47BB63EF.6020501@lbl.gov> Message-ID: <47BB6AA2.9010803@lbl.gov> Samuel, I forgot; select "Notify CC's". Kenn On 2/19/2008 3:19 PM, Kenneth Crocker wrote: > Samuel, > > > I would create a Billing Group and put the appropriate UserIDs in that > group (primary person and backup?). Then, add that group as a "CC" > Watcher for every Queue you want this group to be notified from on > resolved tickets. Then go to Configuration->Queues->Templates and select > "New Template. Create a new Template called "Billing Resolved". In that > template, make it say what you want and include various ticket info. An > example is below: > > Subject: Request Titled: "{$Ticket->Subject}" has been resolved! > > This ticket has been resolved. DO NOT reply to this message! > ----------------------------------------------------------------------------- > TICKET INFORMATION: > Ticket Queue : {$Ticket->QueueObj->Name} > Ticket Number : {$Ticket->Id} > Ticket Subject: {$Ticket->Subject} > Ticket Description: > { > return $Ticket->FirstCustomFieldValue('Description'); > } > Ticket Priority is: {$Ticket->Priority} > Ticket Created by: {$Ticket->CreatorObj->Name} > Ticket Created on: {substr($Ticket->Created, 0, 10)} > Ticket Owned by: {$Ticket->OwnerObj->Name} > Development Started on: {substr($Ticket->Started, 0, 10)} > QA Approved on: N/A > QA Approved by: N/A > Migrated on: {substr($Ticket->Resolved, 0, 10)} > Migrated by: {$Ticket->LastUpdatedByObj->Name} > 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 $Resolution_Comment; > } > ----------------------------------------------------------------------------- > To view ticket information, enter URL: > > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > You have to determine what that info is. Then go to > Configuration->Queues->Scrips and create a new scrip named "Notify > Billing on Resolved" and specify condition as "OnResolve" and select the > "Billing Resolved" template and there you go. Hope this helps. > > Kenn > LBNL > > On 2/19/2008 2:04 PM, Samuel P. Howard wrote: >> Hi Kenn, >> >> At this point, we aren't using Approvals at all, so the answer about ANY >> ticket is "sorta" ... we do have a few queues that we don't want to know >> about ... we have other partners using queues in our RT implementation, >> so we'd probably have to do a user defined condition, I suppose. >> >> I guess one of our questions was, can the Approvals feature be used for >> the end of a ticket's life (onResolve), rather than the beginning >> (onCreate)? >> >> Also, just doing an onResolve scrip, I didn't see an easy way to send >> the response output (template, et al) to a specific user (who is not in >> the AdminCC or any other list associated with the ticket) ... is there a >> good example somewhere I could borrow from? >> >> Thanks, >> Sam >> >> Kenneth Crocker wrote: >>> Samuel, >>> >>> >>> Do you want to alert billing to ANY ticket that gets resolved, >>> regardless if it was in the Approvals queue or not? if so, a simple >>> scrip with the "onResolve" condition would do it. However, if you have >>> other conditions you want considered, you will need to make that >>> condition "User-defined" and put in your specific perl code for your >>> other conditions. You could also create a special template for this >>> particular notification which would include the pertinent ticket info >>> so that person wouldn't have to go to RT and hunt up the ticket, etc. >>> >>> Kenn >>> LBNL >>> >>> On 2/19/2008 9:47 AM, Samuel P. Howard wrote: >>>> Hi. >>>> >>>> In order to help our billing person, I am trying to find a way to >>>> alert her when a ticket gets resolved. I've come up with a few >>>> options, and would like some thoughts, opinions, suggestions, etc: >>>> >>>> 1 - Write a custom scrip that e-mails her upon Status -> Resolved >>>> >>>> 2 - Try to convince the Approvals feature to work on Ticket Resolved, >>>> not Ticket Created >>>> >>>> From these, the pros and cons so far: >>>> >>>> 1: >>>> pros: should be pretty easy to implment >>>> cons: piles of e-mail in her inbox >>>> cons: the data is outside of RT, so hard for someone else to step >>>> in if she goes on vacation, gets sick, etc >>>> >>>> 2: >>>> pros: if it can be done, it should give a nice view via RT (single >>>> location to go to for the data) >>>> cons: can Approvals be convinced to work on Status->Resolved? >>>> >>>> Right now, we have a custom field that is used in a report to find >>>> tickets that have not yet been billed, but there are a few problems >>>> with this. >>>> >>>> 1 - no timely notification (i.e. she has to run the report daily and >>>> try to figure out what's different to review each ticket for complete >>>> data needed to do the billing) >>>> 2 - if the custom field "accidentally" gets flipped, the ticket never >>>> shows in the report, so it never gets billed or accounted for. >>>> >>>> Hopefully, this gives some idea of what we are trying to achieve. >>>> Suggestions welcome! >>>> >>>> Thanks, >>>> Sam >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kaushalshriyan at gmail.com Wed Feb 20 00:10:29 2008 From: kaushalshriyan at gmail.com (Kaushal Shriyan) Date: Wed, 20 Feb 2008 10:40:29 +0530 Subject: [rt-users] Round Robin Scheme Message-ID: <6b16fb4c0802192110j3e3b7883y472d9583463a5410@mail.gmail.com> Hi Is there a Round Robin Scheme of assigning Tickets to the users who are using Request Tracker Thanks and Regards Kaushal From dhananjay at gslab.com Wed Feb 20 02:16:04 2008 From: dhananjay at gslab.com (Dhananjay Joshi) Date: Wed, 20 Feb 2008 12:46:04 +0530 Subject: [rt-users] Not getting connection to mysql and disabled Configuration Tab on main page of RT Message-ID: <47BBD3B4.7050000@gslab.com> Hello, 1. I am trying to install Request Tracker on linux machine. I have installed it on one machine with all the prerequisites. and I have configured it on web so that I can browse it and I am getting the home page of the RT. By mistake in the configuration part super user is disabled. now I cant get configuration tab in the main page of RT for user creation and other stuffs. How can i get that configuration tab back in the page ? 2. when I am trying to connect to mysql I am getiing following errors. What is solution for this also? [root at oti rt-3.6.6]# make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect(';host=localhost','root',...) failed: Access denied for user 'root'@'localhost' (using password: YES) at //opt/rt3/sbin/rt-setup-database line 105 Failed to connect to dbi:mysql:;host=localhost as root: Access denied for user 'root'@'localhost' (using password: YES) at //opt/rt3/sbin/rt-setup-database line 105, line 1. make: *** [initialize-database] Error 255 [root at oti rt-3.6.6]# mysqladmin -u root password dhananjay123 mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user 'root'@'localhost' (using password: NO)' Please anybody can help me for this? Thanks in advance Regards JDM __.____._ -- Dhananjay Joshi Great Software Laboratory Pvt. Ltd. 3rd Floor, Vishwakalyan, S.No. 149/3, Off ITI Road, Aundh, Pune - 411007 INDIA http://www.gs-lab.com/ Work: +91 (20) 25888301 Cell: +91 9960296413 FAX: +91-20-25882578 From tom at limepepper.co.uk Wed Feb 20 05:22:07 2008 From: tom at limepepper.co.uk (Tom Hodder) Date: Wed, 20 Feb 2008 10:22:07 +0000 Subject: [rt-users] pointers on debugging rt 3.6.5 page hanging problem In-Reply-To: <47BB272B.5090507@lbl.gov> References: <1203446985.12442.2.camel@localhost.localdomain> <47BB272B.5090507@lbl.gov> Message-ID: <1203502927.3247.3.camel@localhost.localdomain> On Tue, 2008-02-19 at 10:59 -0800, Kenneth Crocker wrote: > Tom, > > > Would you mind listing for me any scrips you have relating to a status > change and emails as a result of said change? What kind of action > precipitated the initial scrip being triggered? Could be that an email > notification scrip is looking for a template that you modified or > misnamed (capitol letters?, etc.) and can't find it. Anyway, that list > and their contents will help the debugging process. All the scrips that run against any of the queues are in the global list; Scrips which apply to all queues * (Scrip #1) On Correspond Open Tickets with template Blank * (Scrip #2) On Owner Change Notify Owner with template Transaction * (Scrip #3) On Create Autoreply To Requestors with template Autoreply * (Scrip #4) On Create Notify AdminCcs with template Transaction * (Scrip #5) On Correspond Notify AdminCcs with template Admin Correspondence * (Scrip #6) On Correspond Notify Requestors with template Correspondence * (Scrip #7) On Correspond Notify Other Recipients with template Correspondence * (Scrip #8) On Comment Notify AdminCcs as Comment with template Admin Comment * (Scrip #9) On Comment Notify Other Recipients as Comment with template Correspondence * (Scrip #10) On Resolve Notify Requestors with template Resolved * (Scrip #18) On Create Notify Ccs with template Transaction * (Scrip #19) On Correspond Notify Owner with template Correspondence * (Scrip #20) On Comment Notify Owner as Comment with template Correspondence The templates are the same; Blank A blank template Autoreply Default Autoresponse template Transaction Default transaction template Admin Correspondence Default admin correspondence template Correspondence Default correspondence template Admin Comment Default admin comment template Status Change Ticket status changed Resolved Ticket Resolved New Ticket Notify Notify all the users who are TakeTicket group that a ticket is available Is there any way to get rt to provide any more debugging information? Tom > > > Kenn > LBNL From sturner at MIT.EDU Wed Feb 20 08:52:12 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 20 Feb 2008 08:52:12 -0500 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <47BB6224.7000906@lbl.gov> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> <47BB6224.7000906@lbl.gov> Message-ID: <6.2.3.4.2.20080220084936.04a24d08@po14.mit.edu> At Tuesday 2/19/2008 06:11 PM, Kenneth Crocker wrote: >Stephen & Todd, > > > I copied the Results.html file from /share/html/Search/ to > /local/html/Search/. Then I made the changes to > /local/html/Search/Results.html (one line for the spreadsheet link. > I also removed the code at the end of the line for "RSS" and > "Offline") and then I added the new file SearchResults.tsv to > /local/html/Search/ (with latest changes commented at the bottom). > When I selected the spreadsheet link from my search results page, I > got the message > >"The requested URL /Search/ScreenResults.tsv was not found on this server." > > What am I missing? > >Kenn >LBNL Kenn, It looks like the new file should be called ScreenResults.tsv, not SearchResults.tsv. Steve From boyken at divms.uiowa.edu Wed Feb 20 10:02:01 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Wed, 20 Feb 2008 09:02:01 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BB5FA6.6000104@lbl.gov> References: <47BB2E53.6090602@divms.uiowa.edu> <47BB3A80.4030808@lbl.gov> <47BB3E7C.2020307@divms.uiowa.edu> <47BB5FA6.6000104@lbl.gov> Message-ID: <47BC40E9.4040508@divms.uiowa.edu> Nope not disabled: mysql> select * from Principals where ObjectID=12; +----+---------------+----------+----------+ | id | PrincipalType | ObjectId | Disabled | +----+---------------+----------+----------+ | 12 | User | 12 | 0 | +----+---------------+----------+----------+ 1 row in set (0.00 sec) Kenneth Crocker wrote: > Karl, > > > Now see if the Id number is disabled in the PRINCIPALS Tables. > > > Kenn > LBNL > > On 2/19/2008 12:39 PM, Karl Boyken wrote: >> Kenn, is this what you mean? >> >> mysql> select * from Groups where Description='ACL equiv. for user 12'; >> +----+---------+------------------------+----------------+-----------+----------+ >> >> | id | Name | Description | Domain | Type | >> Instance | >> +----+---------+------------------------+----------------+-----------+----------+ >> >> | 13 | User 12 | ACL equiv. for user 12 | ACLEquivalence | UserEquiv | >> 12 | >> +----+---------+------------------------+----------------+-----------+----------+ >> >> 1 row in set (0.01 sec) >> >> Karl >> >> Kenneth Crocker wrote: >>> Karl, >>> >>> What do you get from the "GROUPS" table? There could be an >>> "equivilancy ID" for that userID. >>> >>> Kenn >>> LBNL >>> >>> On 2/19/2008 11:30 AM, Karl Boyken wrote: >>>> One additional bit of info: >>>> >>>> When I run the Perl code from Wiki that's supposed to restore >>>> superuser, I get "Principal 12 not found." root has id 12 in the >>>> Users table. Here's the Perl code: >>>> >>>> /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; >>>> > my $u=RT::User->new($RT::SystemUser); >>>> > $u->Load("root"); >>>> > ($val,$msg) = $u->PrincipalObj->GrantRight(Object=> >>>> $RT::System, Right => "SuperUser"); >>>> > print "$msg\n"' >>>> >>>> In mysql, a "select * from Principals where id='12';" yields an >>>> entry for root: >>>> >>>> +----+---------------+----------+----------+ >>>> | id | PrincipalType | ObjectId | Disabled | >>>> +----+---------------+----------+----------+ >>>> | 12 | User | 12 | 0 | >>>> +----+---------------+----------+----------+ >>>> >>>> Karl >>>> >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>> >> > -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From asraikhn at gmail.com Wed Feb 20 10:10:34 2008 From: asraikhn at gmail.com (Asrai khn) Date: Wed, 20 Feb 2008 20:10:34 +0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> Message-ID: <5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com> On Feb 18, 2008 11:46 PM, Vivek Khera wrote: > > > > You'll never know why yahoo files your mail the way it does. The best > you can do is try to get a deliverability agreement with yahoo, but > that is a long hard process. Even then, you never know what they'll > do to your mail. > > One thing for sure to do is make sure your RT is not sending email > with the SMTP envelope as "www" or "http" or "httpd". Create a new > custom return address (likely via an email server alias), and instruct > RT to use that as the SMTP sender. Some large providers drop mail > coming from such addresses. > > Yes we aren't using the http or www in return address, and have proper aliases setup for return address ie "From:" is valid email adddres/alias. thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From boyken at divms.uiowa.edu Wed Feb 20 10:24:39 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Wed, 20 Feb 2008 09:24:39 -0600 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing Message-ID: <47BC4637.2080506@divms.uiowa.edu> Thanks very much to Ruslan Zakirov for giving me enough clue to see that the entry for the ACL equivalence group was missing from the Principals table. That did the trick! Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From vivek at khera.org Wed Feb 20 10:31:30 2008 From: vivek at khera.org (Vivek Khera) Date: Wed, 20 Feb 2008 10:31:30 -0500 Subject: [rt-users] Email from RT landing in yahoo bulk folder In-Reply-To: <5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> <5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com> Message-ID: <17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> On Feb 20, 2008, at 10:10 AM, Asrai khn wrote: > Yes we aren't using the http or www in return address, and have > proper aliases setup for return address ie "From:" is valid email > adddres/alias. Not the "From:" address, the SMTP envelope address. These are different. From drobert at generix.fr Wed Feb 20 10:45:19 2008 From: drobert at generix.fr (ROBERT David) Date: Wed, 20 Feb 2008 16:45:19 +0100 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: <17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com> <17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> Message-ID: Hello, I have a RT 3.6.5 setup on a RHEL5 and it has been successfully integrated with our Win2003 Domain AD (users Auth with their Windows logon & password). The little glitch I have is that once their account has been created in RT from LDAP info, the fields are not updated on successive login. What I tried was to remove in RT the phone number of a user who had successfully logged in with his Windows account (I was connected as ROOT) then I had him reconnect. In the RT log file I have several occurrence of "[Wed Feb 20 15:33:42 2008] [debug]: UPDATED user XXXXXXX from LDAP (/opt/rt3/lib/RT/User_Local.pm:615)" but the phone# filed is not filled up with what comes from LDAP. Any idea why this would be the case? This is annoying because if there are changes in our AD (location, phone numbers, etc) they will not be synched in RT :( Yours, ____________________________________________________________________ David ROBERT??*?? IT Department Manager GENERIX Group Support & Hosting Management Tel : +33 (0)3 20 41 48 35??*??Mob : +33 (0)6 19 73 00 13 Ext : 1835??*??drobert at generix.fr From weser at osp-dd.de Wed Feb 20 11:08:50 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 20 Feb 2008 17:08:50 +0100 Subject: [rt-users] Approvals for resolved tickets? In-Reply-To: <47BB527B.1010100@OfficePCSupport.com> References: <47BB1630.1060702@OfficePCSupport.com> <47BB28BE.6040208@lbl.gov> <47BB527B.1010100@OfficePCSupport.com> Message-ID: <47BC5092.7010302@osp-dd.de> Hi Samuel, Since the built-in approvals didn't work for me I changed the workflow in RT that only a group of RT-users (in our case "project managers") have the right to change the ticket status directly. They are also responsible for assigning tickets (I removed the "Take") to developers and make the final appove and set the ticket to resolved. Developers can change the ticket status only indirectly using a custom field called "Development Status". I introduced new ticket statusses in_review, reviewed and completed and the above mentioned custom field "Development Status" with the values "In review.", "Review done.", "Work in progress.", "Work done." for that. The lifetime of a ticket in our setup looks like that: 1) The requester creates the ticket. (Status=new, Owner Nobody) 2) Only members of the group "Project manager" are able to assign tickets to developers, so this is the first step of our approvals. Before assigning the tickets to somebody they can check and modify all entries (especially custom fields about priority, software release etc.) or clarify some facts with the requestor first. After assigning the ticket to a developer the ticket will get the status in_review then. 3) The developer will make an assumption about the effort of solving the request. After that he sets the CF "Development Status" from "In review." to "Review done." The ticket status will change indirectly to reviewed, "Nobody" will become Owner again so that the ticket will appear at the list of unowned tickets again. 4) The "Project manager"s turn again: They have to assign the ticket to a developer who should resolve it now. (Status=open, Owner=developer) 5) The developer will solve the request, sets the ticket status indirectly to "completed" using CF "Development Status" (change from "Work in progress." to "Work done."). In this case the developer will stay the owner of the ticket. 6) Now it's the turn of the project managers again. They finally have to decide if the ticket is resolved or not. Usually we have two kind of tickets: incidents and requests. Incidents are set to resolved as soon as possible and the requester will be informed via email then. Requests are usually collected and rolled out in a bunch with a patch or new release. All affected tickets will set to resolved then. But this decision is made by the project manager. They also can reassign a ticket to a developer if the work isn't finished yet, a bug was found or whatever and the requestor wouldn't notice at this point. Maybe this sounds all a little bit complicated but it prevents developers from setting a ticket accidentally to resolved without permission from the management. Steps 2 and 3 are optionally and project manager can always reset the actual status to a different one. All this works with a bunch of scrips with custom conditions. You don't have to set it up that complicated but maybe it gives you an idea that it's possible to work with a kind of approvals besides the built-in approvals and maybe you can catch it up and use something similar for your system. Ben Samuel P. Howard schrieb: > Hi Kenn, > > At this point, we aren't using Approvals at all, so the answer about ANY > ticket is "sorta" ... we do have a few queues that we don't want to know > about ... we have other partners using queues in our RT implementation, > so we'd probably have to do a user defined condition, I suppose. > > I guess one of our questions was, can the Approvals feature be used for > the end of a ticket's life (onResolve), rather than the beginning > (onCreate)? > > Also, just doing an onResolve scrip, I didn't see an easy way to send > the response output (template, et al) to a specific user (who is not in > the AdminCC or any other list associated with the ticket) ... is there a > good example somewhere I could borrow from? > > Thanks, > Sam > > Kenneth Crocker wrote: > >> Samuel, >> >> >> Do you want to alert billing to ANY ticket that gets resolved, >> regardless if it was in the Approvals queue or not? if so, a simple >> scrip with the "onResolve" condition would do it. However, if you have >> other conditions you want considered, you will need to make that >> condition "User-defined" and put in your specific perl code for your >> other conditions. You could also create a special template for this >> particular notification which would include the pertinent ticket info >> so that person wouldn't have to go to RT and hunt up the ticket, etc. >> >> Kenn >> LBNL >> >> On 2/19/2008 9:47 AM, Samuel P. Howard wrote: >> >>> Hi. >>> >>> In order to help our billing person, I am trying to find a way to >>> alert her when a ticket gets resolved. I've come up with a few >>> options, and would like some thoughts, opinions, suggestions, etc: >>> >>> 1 - Write a custom scrip that e-mails her upon Status -> Resolved >>> >>> 2 - Try to convince the Approvals feature to work on Ticket Resolved, >>> not Ticket Created >>> >>> From these, the pros and cons so far: >>> >>> 1: >>> pros: should be pretty easy to implment >>> cons: piles of e-mail in her inbox >>> cons: the data is outside of RT, so hard for someone else to step >>> in if she goes on vacation, gets sick, etc >>> >>> 2: >>> pros: if it can be done, it should give a nice view via RT (single >>> location to go to for the data) >>> cons: can Approvals be convinced to work on Status->Resolved? >>> >>> Right now, we have a custom field that is used in a report to find >>> tickets that have not yet been billed, but there are a few problems >>> with this. >>> >>> 1 - no timely notification (i.e. she has to run the report daily and >>> try to figure out what's different to review each ticket for complete >>> data needed to do the billing) >>> 2 - if the custom field "accidentally" gets flipped, the ticket never >>> shows in the report, so it never gets billed or accounted for. >>> >>> Hopefully, this gives some idea of what we are trying to achieve. >>> Suggestions welcome! >>> >>> Thanks, >>> Sam >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mathew.snyder at gmail.com Wed Feb 20 11:57:48 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 20 Feb 2008 11:57:48 -0500 Subject: [rt-users] RT_SiteConfig.pm "hidden" options Message-ID: <47BC5C0C.4040604@gmail.com> There are clearly a lot of options that can be added to/taken from RT_SiteConfig.pm. I've made use a few that I had to told about when trying to solve a problem. How can I get a comprehensive list of these options? I've not seen anything on the wiki which looks like such a list. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From mathew.snyder at gmail.com Wed Feb 20 12:11:15 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 20 Feb 2008 12:11:15 -0500 Subject: [rt-users] RT_SiteConfig.pm "hidden" options In-Reply-To: References: <47BC5C0C.4040604@gmail.com> Message-ID: <47BC5F33.9040904@gmail.com> Hmmmm...I could have sworn RT_Config.pm was more skeletal than that. This has *all* of the available options which can be tweaked in RT_SiteConfig.pm? Mathew Patterson, Craig wrote: > Look in RT_Config.pm(in the same dir.) There are a lot of options in > there with descriptions. > > Craig > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew > Snyder > Sent: Wednesday, February 20, 2008 11:58 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] RT_SiteConfig.pm "hidden" options > > There are clearly a lot of options that can be added to/taken from > RT_SiteConfig.pm. I've made use a few that I had to told about when > trying to > solve a problem. How can I get a comprehensive list of these options? > I've not > seen anything on the wiki which looks like such a list. > > Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From jesse at bestpractical.com Wed Feb 20 13:53:07 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Feb 2008 13:53:07 -0500 Subject: [rt-users] [Rt-announce] request-tracker.ru Message-ID: <80747AA3-19D6-465C-A63C-35A14754AF15@bestpractical.com> [For the non-Russian speakers in the audience: We're pleased to announce request-tracker.ru, a community dedicated to the Russian- language RT community. request-tracker.ru is run by Ruslan Zakirov, one of Best Practical's senior RT hackers. Ruslan's announcement of the service follows in Russian.] ??????. ??????? ?? ? ????? ????? ???????-?? ????????? ???? ? ?? ?? ??????? (http://request-tracker.ru) . ???? ??? ??????????. ??? ?????? ? ???????, ??????? ? ???? ?????????. ???????????????, ????????? ???????, ?????????? ?? ??? ???????? ? ??????. ? ??????? ???????? ??????, ????? ??? ??? ?? ???????, ? ???????????. ???????????? LJ ? ?????? ???????? ????? ???????????? OpenID. -?????? _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From KFCrocker at lbl.gov Wed Feb 20 13:53:08 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 10:53:08 -0800 Subject: [rt-users] Round Robin Scheme In-Reply-To: <6b16fb4c0802192110j3e3b7883y472d9583463a5410@mail.gmail.com> References: <6b16fb4c0802192110j3e3b7883y472d9583463a5410@mail.gmail.com> Message-ID: <47BC7714.1050506@lbl.gov> Kaushal, Round robin? Are you asking if someone has written a scrip that automatically assigns a ticket to the next person in line that has ownership rights to a queue? We either have our queue manage (AdminCc) assign them or let those who have the time just take them if they can work on them. I've never heard of a scrip that arbitrarily assigns them. Have you tried the wiki? Kenn LBNL On 2/19/2008 9:10 PM, Kaushal Shriyan wrote: > Hi > > Is there a Round Robin Scheme of assigning Tickets to the users who > are using Request Tracker > > Thanks and Regards > > Kaushal > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Wed Feb 20 13:56:38 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 10:56:38 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <6.2.3.4.2.20080220084936.04a24d08@po14.mit.edu> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> <47BB6224.7000906@lbl.gov> <6.2.3.4.2.20080220084936.04a24d08@po14.mit.edu> Message-ID: <47BC77E6.7040509@lbl.gov> Stephen, DUH!! Sorry for not being as observant as I should have. It should have be obvious. Kenn LBNL On 2/20/2008 5:52 AM, Stephen Turner wrote: > At Tuesday 2/19/2008 06:11 PM, Kenneth Crocker wrote: >> Stephen & Todd, >> >> >> I copied the Results.html file from /share/html/Search/ to >> /local/html/Search/. Then I made the changes to >> /local/html/Search/Results.html (one line for the spreadsheet link. I >> also removed the code at the end of the line for "RSS" and "Offline") >> and then I added the new file SearchResults.tsv to /local/html/Search/ >> (with latest changes commented at the bottom). When I selected the >> spreadsheet link from my search results page, I got the message >> >> "The requested URL /Search/ScreenResults.tsv was not found on this >> server." >> >> What am I missing? >> >> Kenn >> LBNL > > Kenn, > > It looks like the new file should be called ScreenResults.tsv, not > SearchResults.tsv. > > Steve > From barnesaw at ucrwcu.rwc.uc.edu Wed Feb 20 14:06:31 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 20 Feb 2008 14:06:31 -0500 Subject: [rt-users] Round Robin Scheme In-Reply-To: <47BC7714.1050506@lbl.gov> References: <6b16fb4c0802192110j3e3b7883y472d9583463a5410@mail.gmail.com> <47BC7714.1050506@lbl.gov> Message-ID: <47BC7A37.3060700@ucrwcu.rwc.uc.edu> Start here and modify to your own needs. http://www.gossamer-threads.com/lists/rt/users/39136 Kenneth Crocker wrote: > Kaushal, > > > Round robin? Are you asking if someone has written a scrip that > automatically assigns a ticket to the next person in line that has > ownership rights to a queue? We either have our queue manage (AdminCc) > assign them or let those who have the time just take them if they can > work on them. I've never heard of a scrip that arbitrarily assigns them. > Have you tried the wiki? > > > Kenn > LBNL > > On 2/19/2008 9:10 PM, Kaushal Shriyan wrote: > >> Hi >> >> Is there a Round Robin Scheme of assigning Tickets to the users who >> are using Request Tracker >> >> Thanks and Regards >> >> Kaushal >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From tom at limepepper.co.uk Wed Feb 20 12:15:53 2008 From: tom at limepepper.co.uk (Tom Hodder) Date: Wed, 20 Feb 2008 17:15:53 +0000 Subject: [rt-users] pointers on debugging rt 3.6.5 page hanging problem In-Reply-To: <47BB272B.5090507@lbl.gov> References: <1203446985.12442.2.camel@localhost.localdomain> <47BB272B.5090507@lbl.gov> Message-ID: <1203527753.3247.12.camel@localhost.localdomain> (apologies for the html email, but I wanted to paste an html table) On Tue, 2008-02-19 at 10:59 -0800, Kenneth Crocker wrote: > Tom, > > > Would you mind listing for me any scrips you have relating to a status > change and emails as a result of said change? What kind of action > precipitated the initial scrip being triggered? Could be that an email > notification scrip is looking for a template that you modified or > misnamed (capitol letters?, etc.) and can't find it. Anyway, that list > and their contents will help the debugging process. It seems to hang for example when changing the ticket status from "resolves" to "open", the last line in the log is; [Wed Feb 20 17:06:11 2008] [debug]: About to commit scrips for transaction #6464 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180) I checked out transaction id #6464 and its just this; SELECT * FROM Transactions T where id = '6464' LIMIT 0,10000 id ObjectType ObjectId TimeTaken Type Field OldValue NewValue ReferenceType OldReference NewReference Data Creator Created 6464 RT::Ticket 545 0 Status Status resolved open 22 2008-02-20 17:06:10 there are no logs, in the apache error_log or fastcgi log Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Wed Feb 20 13:37:15 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 20 Feb 2008 13:37:15 -0500 Subject: [rt-users] RT_SiteConfig.pm "hidden" options In-Reply-To: <589c94400802201035s5b0f7881sf40b8e00408b9fc2@mail.gmail.com> References: <47BC5C0C.4040604@gmail.com> <47BC5F33.9040904@gmail.com> <589c94400802201035s5b0f7881sf40b8e00408b9fc2@mail.gmail.com> Message-ID: <47BC735B.2000408@gmail.com> Good to hear. Thanks. Mathew Ruslan Zakirov wrote: > Yep, anything that is not there comes from extensions or it's really > not recommended to use. > > On Wed, Feb 20, 2008 at 8:11 PM, Mathew Snyder wrote: >> Hmmmm...I could have sworn RT_Config.pm was more skeletal than that. This has >> *all* of the available options which can be tweaked in RT_SiteConfig.pm? >> >> Mathew >> >> Patterson, Craig wrote: >> > Look in RT_Config.pm(in the same dir.) There are a lot of options in >> > there with descriptions. >> > >> > Craig >> >> >> > -----Original Message----- >> > From: rt-users-bounces at lists.bestpractical.com >> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew >> > Snyder >> > Sent: Wednesday, February 20, 2008 11:58 AM >> > To: rt-users at lists.fsck.com >> > Subject: [rt-users] RT_SiteConfig.pm "hidden" options >> > >> > There are clearly a lot of options that can be added to/taken from >> > RT_SiteConfig.pm. I've made use a few that I had to told about when >> > trying to >> > solve a problem. How can I get a comprehensive list of these options? >> > I've not >> > seen anything on the wiki which looks like such a list. >> > >> > Mathew >> >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > -- Keep up with me and what I'm up to: http://theillien.blogspot.com From jeffrey_lee at harvard.edu Wed Feb 20 14:48:43 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 20 Feb 2008 14:48:43 -0500 Subject: [rt-users] Getting E-mail from an Imap server? Message-ID: <200802201948.m1KJmhfC021273@us12.unix.fas.harvard.edu> Hi everyone, Is there a simple e-mail setup that will grab e-mails from an imap server an put them into RT? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From paulchoi at plaxo.com Wed Feb 20 15:15:05 2008 From: paulchoi at plaxo.com (Paul Choi) Date: Wed, 20 Feb 2008 12:15:05 -0800 Subject: [rt-users] Monitor disc space on RT/SQL database In-Reply-To: <684354.99129.qm@web52911.mail.re2.yahoo.com> References: <684354.99129.qm@web52911.mail.re2.yahoo.com> Message-ID: <47BC8A49.7000402@plaxo.com> You can do something like: If this is mysql, you can do something like this in mysql client: use rt3; (or whatever your rt3 database is) show table status; Shannon Adams wrote: > > I need to know how to monitor available space for my RT database. I > am very much a novice regarding SQL db administration. Are there any > other areas I should keep my eye on to avoid any future RT db problems? > > I am running RT on a FC4 box and my installation is in /opt/rt3. > Thanks for any help. > > Shannon > > > > > > ____________________________________________________________________________________ > Be a better friend, newshound, and > know-it-all with Yahoo! Mobile. Try it now. > http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From paulchoi at plaxo.com Wed Feb 20 14:29:26 2008 From: paulchoi at plaxo.com (Paul Choi) Date: Wed, 20 Feb 2008 11:29:26 -0800 Subject: [rt-users] Bcc to watchers who are not AdminCC Message-ID: <47BC7F96.8020404@plaxo.com> Hello, I'm a noob to customizing RT, so excuse me if I'm missing something obvious. Is there a scrip or some way to Bcc watchers who are not AdminCC? We have some partners and when a ticket is created, we want to add members of a group (or groups) to the Bcc field rather than CC, because we don't want their email addresses exposed. I understand that if I add them to AdminCC for the queue, display of their email addresses will be suppressed, but I don't want to grant them AdminCC privileges. Thanks for your help. Paul Choi Plaxo, Inc. From rpenar at e-c-group.com Wed Feb 20 15:53:44 2008 From: rpenar at e-c-group.com (Russ Penar) Date: Wed, 20 Feb 2008 15:53:44 -0500 Subject: [rt-users] No User created on Correspondence to Ticket Message-ID: When an unknown(to RT) emailer sends in a ticket, a user is created for them in RT. A user is not created, for an unknown mailer sending in a correspondence to an existing ticket. Is there a way to enable this? Can anyone point me in the right direction? Thanks. From mathew.snyder at gmail.com Wed Feb 20 12:23:12 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 20 Feb 2008 12:23:12 -0500 Subject: [rt-users] Regarding $SenderMustExistInExternalDatabase Message-ID: <47BC6200.4010709@gmail.com> I'm guessing this is an anti-spam measure. Where does one configure the external database and is it something for which queues can be excluded? I ask because it would be neat to not have to deal with our current anti-spam method and simply have emails accepted or rejected based on our already existing customer database. On the same token, however, is our security queue to which emails regarding abuse and other, necessarily publicly available purposes are sent. This is one that would need to be excluded from such settings. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From crpatter at ci.grand-rapids.mi.us Wed Feb 20 13:08:50 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Wed, 20 Feb 2008 13:08:50 -0500 Subject: [rt-users] RT_SiteConfig.pm "hidden" options In-Reply-To: <47BC5F33.9040904@gmail.com> References: <47BC5C0C.4040604@gmail.com> <47BC5F33.9040904@gmail.com> Message-ID: Well, you can add define additional options, I have done that for my LDAP implementation. As for a single, comprehensive list of all default options, I'm not sure. Craig. -----Original Message----- From: Mathew Snyder [mailto:mathew.snyder at gmail.com] Sent: Wednesday, February 20, 2008 12:11 PM To: Patterson, Craig Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RT_SiteConfig.pm "hidden" options Hmmmm...I could have sworn RT_Config.pm was more skeletal than that. This has *all* of the available options which can be tweaked in RT_SiteConfig.pm? Mathew Patterson, Craig wrote: > Look in RT_Config.pm(in the same dir.) There are a lot of options in > there with descriptions. > > Craig > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew > Snyder > Sent: Wednesday, February 20, 2008 11:58 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] RT_SiteConfig.pm "hidden" options > > There are clearly a lot of options that can be added to/taken from > RT_SiteConfig.pm. I've made use a few that I had to told about when > trying to > solve a problem. How can I get a comprehensive list of these options? > I've not > seen anything on the wiki which looks like such a list. > > Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From ruz at bestpractical.com Wed Feb 20 13:35:15 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Feb 2008 21:35:15 +0300 Subject: [rt-users] RT_SiteConfig.pm "hidden" options In-Reply-To: <47BC5F33.9040904@gmail.com> References: <47BC5C0C.4040604@gmail.com> <47BC5F33.9040904@gmail.com> Message-ID: <589c94400802201035s5b0f7881sf40b8e00408b9fc2@mail.gmail.com> Yep, anything that is not there comes from extensions or it's really not recommended to use. On Wed, Feb 20, 2008 at 8:11 PM, Mathew Snyder wrote: > Hmmmm...I could have sworn RT_Config.pm was more skeletal than that. This has > *all* of the available options which can be tweaked in RT_SiteConfig.pm? > > Mathew > > Patterson, Craig wrote: > > Look in RT_Config.pm(in the same dir.) There are a lot of options in > > there with descriptions. > > > > Craig > > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew > > Snyder > > Sent: Wednesday, February 20, 2008 11:58 AM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] RT_SiteConfig.pm "hidden" options > > > > There are clearly a lot of options that can be added to/taken from > > RT_SiteConfig.pm. I've made use a few that I had to told about when > > trying to > > solve a problem. How can I get a comprehensive list of these options? > > I've not > > seen anything on the wiki which looks like such a list. > > > > Mathew > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From KFCrocker at lbl.gov Wed Feb 20 15:38:03 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 12:38:03 -0800 Subject: [rt-users] Self-service question Message-ID: <47BC8FAB.3010204@lbl.gov> To all, We use LDAP for authorizing any access to RT. In fact, we do not allow any email correspondence, etc. to get posted to RT unless the senders are privileged users via LDAP. That works fine for those users the USE RT, especially via WebUI. What I want to do is have RT to add any email recipient that is NOT an RT user to be added as an unprivileged user. That way their replies can be added to the history of a ticket. Has anyone out there done this? If so, can you help me? Thanks. Kenn LBNL From KFCrocker at lbl.gov Wed Feb 20 14:55:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 11:55:13 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <6.2.3.4.2.20080220084936.04a24d08@po14.mit.edu> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> <47BB6224.7000906@lbl.gov> <6.2.3.4.2.20080220084936.04a24d08@po14.mit.edu> Message-ID: <47BC85A1.3050307@lbl.gov> Stephen & Todd, I got it to work, somewhat. The titles do not line up with the data. Stephen, you mentioned using Todd's version and I have had trouble following it. The link sends me to a list of titles and I'm not shure which ones to use/follow )i.e. "html", "inc", "lib", etc.) and then on to what? If I follow the "html" link (my clue was "Results.html") then I see ""Callbacks" and "ConciseSheet" and then "Results.tsv". I assumed I just neede to copy the code from "Results.tsv" into "ScreenResults.tsv". What about "ScrubHTML"? I'm a little confused here as to use all, part, which part, etc. Todd, can you help me, please? Kenn LBNL On 2/20/2008 5:52 AM, Stephen Turner wrote: > At Tuesday 2/19/2008 06:11 PM, Kenneth Crocker wrote: >> Stephen & Todd, >> >> >> I copied the Results.html file from /share/html/Search/ to >> /local/html/Search/. Then I made the changes to >> /local/html/Search/Results.html (one line for the spreadsheet link. I >> also removed the code at the end of the line for "RSS" and "Offline") >> and then I added the new file SearchResults.tsv to /local/html/Search/ >> (with latest changes commented at the bottom). When I selected the >> spreadsheet link from my search results page, I got the message >> >> "The requested URL /Search/ScreenResults.tsv was not found on this >> server." >> >> What am I missing? >> >> Kenn >> LBNL > > Kenn, > > It looks like the new file should be called ScreenResults.tsv, not > SearchResults.tsv. > > Steve > From KFCrocker at lbl.gov Wed Feb 20 15:39:25 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 12:39:25 -0800 Subject: [rt-users] Upgraded to 3.6.6 and superuser functionality missing In-Reply-To: <47BC40E9.4040508@divms.uiowa.edu> References: <47BB2E53.6090602@divms.uiowa.edu> <47BB3A80.4030808@lbl.gov> <47BB3E7C.2020307@divms.uiowa.edu> <47BB5FA6.6000104@lbl.gov> <47BC40E9.4040508@divms.uiowa.edu> Message-ID: <47BC8FFD.6000608@lbl.gov> Karl, I'm at a loss. I can only recommend that you try to get more detailed info on the error thru logs, etc. Sorry. Kenn LBNL On 2/20/2008 7:02 AM, Karl Boyken wrote: > Nope not disabled: > > mysql> select * from Principals where ObjectID=12; > +----+---------------+----------+----------+ > | id | PrincipalType | ObjectId | Disabled | > +----+---------------+----------+----------+ > | 12 | User | 12 | 0 | > +----+---------------+----------+----------+ > 1 row in set (0.00 sec) > > > Kenneth Crocker wrote: >> Karl, >> >> >> Now see if the Id number is disabled in the PRINCIPALS Tables. >> >> >> Kenn >> LBNL >> >> On 2/19/2008 12:39 PM, Karl Boyken wrote: >>> Kenn, is this what you mean? >>> >>> mysql> select * from Groups where Description='ACL equiv. for user 12'; >>> +----+---------+------------------------+----------------+-----------+----------+ >>> >>> | id | Name | Description | Domain | Type >>> | Instance | >>> +----+---------+------------------------+----------------+-----------+----------+ >>> >>> | 13 | User 12 | ACL equiv. for user 12 | ACLEquivalence | UserEquiv >>> | 12 | >>> +----+---------+------------------------+----------------+-----------+----------+ >>> >>> 1 row in set (0.01 sec) >>> >>> Karl >>> >>> Kenneth Crocker wrote: >>>> Karl, >>>> >>>> What do you get from the "GROUPS" table? There could be an >>>> "equivilancy ID" for that userID. >>>> >>>> Kenn >>>> LBNL >>>> >>>> On 2/19/2008 11:30 AM, Karl Boyken wrote: >>>>> One additional bit of info: >>>>> >>>>> When I run the Perl code from Wiki that's supposed to restore >>>>> superuser, I get "Principal 12 not found." root has id 12 in the >>>>> Users table. Here's the Perl code: >>>>> >>>>> /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; >>>>> > my $u=RT::User->new($RT::SystemUser); >>>>> > $u->Load("root"); >>>>> > ($val,$msg) = $u->PrincipalObj->GrantRight(Object=> >>>>> $RT::System, Right => "SuperUser"); >>>>> > print "$msg\n"' >>>>> >>>>> In mysql, a "select * from Principals where id='12';" yields an >>>>> entry for root: >>>>> >>>>> +----+---------------+----------+----------+ >>>>> | id | PrincipalType | ObjectId | Disabled | >>>>> +----+---------------+----------+----------+ >>>>> | 12 | User | 12 | 0 | >>>>> +----+---------------+----------+----------+ >>>>> >>>>> Karl >>>>> >>>>> >>>>> ------------------------------------------------------------------------ >>>>> >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>> >>> >> > From KFCrocker at lbl.gov Wed Feb 20 15:47:14 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 12:47:14 -0800 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com> <47B745B5.7030805@gmail.com> <5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com> <5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com> <17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> Message-ID: <47BC91D2.9060200@lbl.gov> Robert, We have the following LDAP settings: "Set($LdapExternalInfo, 1)". "Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'o', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephonenumber', 'Address1' => 'lblmailstop', 'Address2' => 'postaladdress'} );" "Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2'] );" These settings might be what you need. Hope this helps. Kenn LBNL On 2/20/2008 7:45 AM, ROBERT David wrote: > Hello, > > I have a RT 3.6.5 setup on a RHEL5 and it has been successfully integrated with our Win2003 Domain AD (users Auth with their Windows logon & password). > The little glitch I have is that once their account has been created in RT from LDAP info, the fields are not updated on successive login. > > What I tried was to remove in RT the phone number of a user who had successfully logged in with his Windows account (I was connected as ROOT) then I had him reconnect. In the RT log file I have several occurrence of "[Wed Feb 20 15:33:42 2008] [debug]: UPDATED user XXXXXXX from LDAP (/opt/rt3/lib/RT/User_Local.pm:615)" but the phone# filed is not filled up with what comes from LDAP. Any idea why this would be the case? > > This is annoying because if there are changes in our AD (location, phone numbers, etc) they will not be synched in RT :( > > Yours, > ____________________________________________________________________ > David ROBERT * IT Department Manager > GENERIX Group Support & Hosting Management > Tel : +33 (0)3 20 41 48 35 * Mob : +33 (0)6 19 73 00 13 > Ext : 1835 * drobert at generix.fr > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Wed Feb 20 16:25:18 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 13:25:18 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> Message-ID: <47BC9ABE.4090506@lbl.gov> Stephen, HA! I got it working. I had failed to copy & modify the "ScrubHTML" fiel. The titles line up with the data fine now. The only problem I have now is that the ticket link data doesn't display correctly. I get subject, dates, status, etc. OK. For Parent/Child or DependsOn/DependedOnBy I get this: ", 55009,
". Any clue about that result? Anyone? Kenn LBNL On 2/19/2008 10:28 AM, Stephen Turner wrote: > At Tuesday 2/19/2008 12:53 PM, Kenneth Crocker wrote: >> Stephen, >> >> thanks. I'm definitely going to look at it. I had modified the >> default set of columns in my local directory for this very purpose. It >> seems a waste of time to have to delete any unwanted columns one at a >> time and then to have them show up anyway in a downloaded result. Oh >> well, that's why we have the user group, huh? >> >> >> Kenn >> LBNL > > Kenn, > > The extension Todd mentioned looks as though it may have been based on > my original code (on the wiki) - so it's probably better to go with that > one, especially if it's going to be brought into the core product. > > Steve > From rpenar at e-c-group.com Wed Feb 20 15:44:06 2008 From: rpenar at e-c-group.com (Russ Penar) Date: Wed, 20 Feb 2008 15:44:06 -0500 Subject: [rt-users] Correspondence from Unknown email address Message-ID: <63DBCCAF-2109-411B-80B0-6FD3A4EAE42F@e-c-group.com> When an unknown emailer sends in a ticket, a user is created for them in RT. Why is a user not created, for an unknown mailer sending in a correspondence to an existing ticket? Is there a way to enable this? From sturner at MIT.EDU Wed Feb 20 16:42:41 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 20 Feb 2008 16:42:41 -0500 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <47BC9ABE.4090506@lbl.gov> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> <47BC9ABE.4090506@lbl.gov> Message-ID: <6.2.3.4.2.20080220163702.03a95df8@po14.mit.edu> At Wednesday 2/20/2008 04:25 PM, Kenneth Crocker wrote: >Stephen, > > HA! I got it working. I had failed to copy & modify the > "ScrubHTML" fiel. The titles line up with the data fine now. The > only problem I have now is that the ticket link data doesn't > display correctly. I get subject, dates, status, etc. OK. For > Parent/Child or DependsOn/DependedOnBy I get this: > ", 55009,
". > > Any clue about that result? Anyone? > >Kenn >LBNL I'd say you've found a bug. It's because /Elements/RT__Ticket/ColumnMap wraps the tag around link field values. A kludge that might work is to strip out the HTML tag from the result, a bit like the way the
tag is stripped out: $row->{ $column } =~ s/,
//g; You'd need a regex that would strip off everything around the '55009' from ', 55009,
' Steve From elacour at easter-eggs.com Wed Feb 20 16:51:24 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 20 Feb 2008 22:51:24 +0100 Subject: [rt-users] Getting E-mail from an Imap server? In-Reply-To: <200802201948.m1KJmhfC021273@us12.unix.fas.harvard.edu> References: <200802201948.m1KJmhfC021273@us12.unix.fas.harvard.edu> Message-ID: <20080220215124.GB32307@easter-eggs.com> On Wed, Feb 20, 2008 at 02:48:43PM -0500, Jeffrey Lee wrote: > Hi everyone, > > Is there a simple e-mail setup that will grab e-mails from an imap server an > put them into RT? > > you can use "fetchmail" which supports imap as well as pop. http://fetchmail.berlios.de/ From KFCrocker at lbl.gov Wed Feb 20 17:10:47 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 14:10:47 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <6.2.3.4.2.20080220163702.03a95df8@po14.mit.edu> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> <47BC9ABE.4090506@lbl.gov> <6.2.3.4.2.20080220163702.03a95df8@po14.mit.edu> Message-ID: <47BCA567.7060304@lbl.gov> Stephen, I have no idea what you just said. What's a regex? How did RT handle parent/child displays when it downloaded to a spreadsheet in the first place? Why would that change? Kenn LBNL On 2/20/2008 1:42 PM, Stephen Turner wrote: > At Wednesday 2/20/2008 04:25 PM, Kenneth Crocker wrote: >> Stephen, >> >> HA! I got it working. I had failed to copy & modify the >> "ScrubHTML" fiel. The titles line up with the data fine now. The only >> problem I have now is that the ticket link data doesn't display >> correctly. I get subject, dates, status, etc. OK. For Parent/Child or >> DependsOn/DependedOnBy I get this: >> ", 55009, >>
". >> >> Any clue about that result? Anyone? >> >> Kenn >> LBNL > > I'd say you've found a bug. It's because > /Elements/RT__Ticket/ColumnMap wraps the tag around link field > values. > > A kludge that might work is to strip out the HTML tag from the result, a > bit like the way the
tag is stripped out: > > $row->{ $column } =~ s/,
//g; > > You'd need a regex that would strip off everything around the '55009' > from ', 55009,
' > > Steve > > From crpatter at ci.grand-rapids.mi.us Wed Feb 20 17:14:07 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Wed, 20 Feb 2008 17:14:07 -0500 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: <47BC91D2.9060200@lbl.gov> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> Message-ID: I'm having a similar issue. I call $UserObj->Update(....) after setting my args. Is there some type of Commit function I need to call afterwards? Robert, is this similar to the way you do it? Craig -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, February 20, 2008 3:47 PM To: ROBERT David Cc: RT Users Subject: Re: [rt-users] RT3.6.5 / LDAP / User Fields not updated Robert, We have the following LDAP settings: "Set($LdapExternalInfo, 1)". "Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'o', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephonenumber', 'Address1' => 'lblmailstop', 'Address2' => 'postaladdress'} );" "Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2'] );" These settings might be what you need. Hope this helps. Kenn LBNL On 2/20/2008 7:45 AM, ROBERT David wrote: > Hello, > > I have a RT 3.6.5 setup on a RHEL5 and it has been successfully integrated with our Win2003 Domain AD (users Auth with their Windows logon & password). > The little glitch I have is that once their account has been created in RT from LDAP info, the fields are not updated on successive login. > > What I tried was to remove in RT the phone number of a user who had successfully logged in with his Windows account (I was connected as ROOT) then I had him reconnect. In the RT log file I have several occurrence of "[Wed Feb 20 15:33:42 2008] [debug]: UPDATED user XXXXXXX from LDAP (/opt/rt3/lib/RT/User_Local.pm:615)" but the phone# filed is not filled up with what comes from LDAP. Any idea why this would be the case? > > This is annoying because if there are changes in our AD (location, phone numbers, etc) they will not be synched in RT :( > > Yours, > ____________________________________________________________________ > David ROBERT * IT Department Manager > GENERIX Group Support & Hosting Management > Tel : +33 (0)3 20 41 48 35 * Mob : +33 (0)6 19 73 00 13 > Ext : 1835 * drobert at generix.fr > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From crpatter at ci.grand-rapids.mi.us Wed Feb 20 12:00:18 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Wed, 20 Feb 2008 12:00:18 -0500 Subject: [rt-users] RT_SiteConfig.pm "hidden" options In-Reply-To: <47BC5C0C.4040604@gmail.com> References: <47BC5C0C.4040604@gmail.com> Message-ID: Look in RT_Config.pm(in the same dir.) There are a lot of options in there with descriptions. Craig -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: Wednesday, February 20, 2008 11:58 AM To: rt-users at lists.fsck.com Subject: [rt-users] RT_SiteConfig.pm "hidden" options There are clearly a lot of options that can be added to/taken from RT_SiteConfig.pm. I've made use a few that I had to told about when trying to solve a problem. How can I get a comprehensive list of these options? I've not seen anything on the wiki which looks like such a list. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Feb 20 18:30:53 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Feb 2008 15:30:53 -0800 Subject: [rt-users] Downloading query results to spreadsheet In-Reply-To: <6.2.3.4.2.20080220163702.03a95df8@po14.mit.edu> References: <47B61853.6030109@lbl.gov> <6.2.3.4.2.20080219094423.0498f230@po14.mit.edu> <47BB1780.9090409@lbl.gov> <6.2.3.4.2.20080219132623.049e3c68@po14.mit.edu> <47BC9ABE.4090506@lbl.gov> <6.2.3.4.2.20080220163702.03a95df8@po14.mit.edu> Message-ID: <47BCB82D.1060406@lbl.gov> Stephen, On the wiki info about your code there was a reference to the fact that the changes worked up to 3.4.5, but in 3.6.x it had problems and that they were fixed with this code: } else { $row->{ $column } = $value ; } $row->{ $column } =~ s/,
//g; # ColumnMap adds
tags, which we don't want $row->{ $column } =~ s/, (pending other Collection), <\/em>//g; } push @rows, $row; }" So I put in the two "$row" lines of code and removed the old one. So, what am I missing? Is there new info to get this working? Todd? Kenn LBNL On 2/20/2008 1:42 PM, Stephen Turner wrote: > At Wednesday 2/20/2008 04:25 PM, Kenneth Crocker wrote: >> Stephen, >> >> HA! I got it working. I had failed to copy & modify the >> "ScrubHTML" fiel. The titles line up with the data fine now. The only >> problem I have now is that the ticket link data doesn't display >> correctly. I get subject, dates, status, etc. OK. For Parent/Child or >> DependsOn/DependedOnBy I get this: >> ", 55009, >>
". >> >> Any clue about that result? Anyone? >> >> Kenn >> LBNL > > I'd say you've found a bug. It's because > /Elements/RT__Ticket/ColumnMap wraps the tag around link field > values. > > A kludge that might work is to strip out the HTML tag from the result, a > bit like the way the
tag is stripped out: > > $row->{ $column } =~ s/,
//g; > > You'd need a regex that would strip off everything around the '55009' > from ', 55009,
' > > Steve > > From oliver.jeeves at geneity.co.uk Wed Feb 20 12:24:30 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Wed, 20 Feb 2008 17:24:30 +0000 Subject: [rt-users] RT_SiteConfig.pm "hidden" options In-Reply-To: <47BC5C0C.4040604@gmail.com> References: <47BC5C0C.4040604@gmail.com> Message-ID: <47BC624E.6090804@geneity.co.uk> Mathew Snyder wrote: > There are clearly a lot of options that can be added to/taken from > RT_SiteConfig.pm. I've made use a few that I had to told about when trying to > solve a problem. How can I get a comprehensive list of these options? I've not > seen anything on the wiki which looks like such a list. > > Mathew > My understanding, is that all the options should exist, and be commented in RT_Config.pm Are there options that can be set in RT_SiteConfig.pm that don't initially exist in RT_Config.pm? From paulchoi at plaxo.com Wed Feb 20 20:29:16 2008 From: paulchoi at plaxo.com (Paul Choi) Date: Wed, 20 Feb 2008 17:29:16 -0800 Subject: [rt-users] Bcc to watchers who are not AdminCC In-Reply-To: <47BC7F96.8020404@plaxo.com> References: <47BC7F96.8020404@plaxo.com> Message-ID: <47BCD3EC.5030503@plaxo.com> Responding to my own post here. Another reason why I don't want the partner email addresses added as AdminCC is because I don't want them receiving comment emails. So, I want to be able to BCC them, but not have them receive comments. If you have a similar scrip or something that might point me in the right direction, I'd appreciate it. Thanks! Paul Choi wrote: > Hello, > > I'm a noob to customizing RT, so excuse me if I'm missing something obvious. > Is there a scrip or some way to Bcc watchers who are not AdminCC? > > We have some partners and when a ticket is created, we want to add > members of a group (or groups) to the Bcc field rather than CC, because > we don't want their email addresses exposed. I understand that if I add > them to AdminCC for the queue, display of their email addresses will be > suppressed, but I don't want to grant them AdminCC privileges. > > Thanks for your help. > > Paul Choi > Plaxo, Inc. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From paulchoi at plaxo.com Wed Feb 20 21:42:40 2008 From: paulchoi at plaxo.com (Paul Choi) Date: Wed, 20 Feb 2008 18:42:40 -0800 Subject: [rt-users] Bcc to watchers who are not AdminCC In-Reply-To: <47BC7F96.8020404@plaxo.com> References: <47BC7F96.8020404@plaxo.com> Message-ID: <47BCE520.6080204@plaxo.com> I found a brute-force method to do this. It's like using a firehose to put out a candle, but oh well. This is the best I can come up with. :) I created SendEmail_Local.pm and modified sub Prepare: $self->SetHeader( 'To', join ( ', ', @{ $self->{'To'} } ) ) if ( ! $MIMEObj->head->get('To') && $self->{'To'} && @{ $self->{'To'} } ) ; #$self->SetHeader( 'Cc', join ( ', ', @{ $self->{'Cc'} } ) ) # if ( !$MIMEObj->head->get('Cc') && $self->{'Cc'} && @{ $self->{'Cc'} } ); #$self->SetHeader( 'Bcc', join ( ', ', @{ $self->{'Bcc'} } ) ) # if ( !$MIMEObj->head->get('Bcc') && $self->{'Bcc'} && @{ $self->{'Bcc'} } ); my @bcclist; push @bcclist, @{ $self->{'Cc'} } if ( !$MIMEObj->head->get('Cc') && $self->{'Cc'} && @{ $self->{'Cc'} } ); push @bcclist, @{ $self->{'Bcc'} } if ( !$MIMEObj->head->get('Bcc') && $self->{'Bcc'} && @{ $self->{'Bcc'} } ); $self->SetHeader( 'Bcc', join ( ', ', @bcclist ) ) if (scalar @bcclist != 0); The change above simply takes the contents of 'Cc' and adds them to 'Bcc'. I'd love to find out if there's a gentler way to do it via a scrip or something. Maybe when I can figure out how to add a ScripAction. :) Paul Choi Plaxo, Inc. Paul Choi wrote: > Hello, > > I'm a noob to customizing RT, so excuse me if I'm missing something obvious. > Is there a scrip or some way to Bcc watchers who are not AdminCC? > > We have some partners and when a ticket is created, we want to add > members of a group (or groups) to the Bcc field rather than CC, because > we don't want their email addresses exposed. I understand that if I add > them to AdminCC for the queue, display of their email addresses will be > suppressed, but I don't want to grant them AdminCC privileges. > > Thanks for your help. > > Paul Choi > Plaxo, Inc. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From kaushalshriyan at gmail.com Wed Feb 20 22:51:09 2008 From: kaushalshriyan at gmail.com (Kaushal Shriyan) Date: Thu, 21 Feb 2008 09:21:09 +0530 Subject: [rt-users] Round Robin Scheme In-Reply-To: <47BC7A37.3060700@ucrwcu.rwc.uc.edu> References: <6b16fb4c0802192110j3e3b7883y472d9583463a5410@mail.gmail.com> <47BC7714.1050506@lbl.gov> <47BC7A37.3060700@ucrwcu.rwc.uc.edu> Message-ID: <6b16fb4c0802201951lfb0973fs9175cb5efc0a80d2@mail.gmail.com> On Thu, Feb 21, 2008 at 12:36 AM, Drew Barnes wrote: > Start here and modify to your own needs. > http://www.gossamer-threads.com/lists/rt/users/39136 > > > > > Kenneth Crocker wrote: > > Kaushal, > > > > > > Round robin? Are you asking if someone has written a scrip that > > automatically assigns a ticket to the next person in line that has > > ownership rights to a queue? We either have our queue manage (AdminCc) > > assign them or let those who have the time just take them if they can > > work on them. I've never heard of a scrip that arbitrarily assigns them. > > Have you tried the wiki? > > > > > > Kenn > > LBNL > > > > On 2/19/2008 9:10 PM, Kaushal Shriyan wrote: > > > >> Hi > >> > >> Is there a Round Robin Scheme of assigning Tickets to the users who > >> are using Request Tracker > >> > >> Thanks and Regards > >> > >> Kaushal > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > Thanks Drew :-) Thanks and Regards Kaushal From mike.peachey at jennic.com Thu Feb 21 07:58:48 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 21 Feb 2008 12:58:48 +0000 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> Message-ID: <47BD7588.8050207@jennic.com> Patterson, Craig wrote: > I'm having a similar issue. I call $UserObj->Update(....) after setting > my args. Is there some type of Commit function I need to call > afterwards? > > Robert, is this similar to the way you do it? The problem is almost certainly permissions, and I've suddenly come a cropper on it too. Make this change to your User_Local.pm: Replace: $self->$method($args{$key}); With: my ($method_success,$method_msg) = $self->$method($args{$key}); if (!$method_success) { $RT::Logger->debug("$method Failed. $method_msg"); } And for each field it can't update it will log a debug message about it. For me, at the moment, it works with a privileged user because they are allowed to edit their user information, but it doesn't work for an unprivileged user because they are not. Since you are calling the Set$method methods on the User Object itself, if that user doesn't have permission to change their own details, you can't do it. You can get around it by doing something like this which is to create an RT::SystemUser object, and then load the user inside it. my $UserObj = RT::User->new($RT::SystemUser); $UserObj->Load($name_to_update); my ($val, $message) = $UserObj->SetDisabled(1); -- 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 __________________________________________________ From crpatter at ci.grand-rapids.mi.us Thu Feb 21 10:18:24 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Thu, 21 Feb 2008 10:18:24 -0500 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: <47BD7588.8050207@jennic.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> Message-ID: I apologize; I didn't provide enough details in my previous post. My trouble code is not in my User_Local.pm, it's actually in an external perl script I run in a weekly cronjob. Basically, it's purpose is to update any users who have been update more recently in AD than in RT. But the symptoms are similar, so jumped on this thread. Anyway, I entered your suggestions and am still having the issues. Here are snippets from my code... my $UserObj = RT::User->new($RT::SystemUser); $UserObj->Load($userid); $ARGS{'Name'} = $UserObj->Name; $UserObj->USER_LOCAL::CanonicalizeUserInfo(\%ARGS); ....bunch of logic to determine if the record needs updating, if so I fire this code... $RT::Logger->info("COGR - RT-LDAP-Cron-Cleanup Script: Updating -> " . $UserObj->Name); # Save the Record! my ($method_success, $method_msg) = $UserObj->Update( AttributesRef => \@fields, ARGSRef => \%ARGS ); if (!$method_success){ $RT::Logger->debug("update failed. $method_msg"); }else { $RT::Logger->debug("====== Update Succeeded ====="); } As you can see, I do use the SystemUser and I know that the UserObject is being loaded because the log shows the name, but the Update method never succeeds. Any suggestions, Craig -----Original Message----- From: Mike Peachey [mailto:mike.peachey at jennic.com] Sent: Thursday, February 21, 2008 7:59 AM To: Patterson, Craig; RT Users Subject: Re: [rt-users] RT3.6.5 / LDAP / User Fields not updated Patterson, Craig wrote: > I'm having a similar issue. I call $UserObj->Update(....) after setting > my args. Is there some type of Commit function I need to call > afterwards? > > Robert, is this similar to the way you do it? The problem is almost certainly permissions, and I've suddenly come a cropper on it too. Make this change to your User_Local.pm: Replace: $self->$method($args{$key}); With: my ($method_success,$method_msg) = $self->$method($args{$key}); if (!$method_success) { $RT::Logger->debug("$method Failed. $method_msg"); } And for each field it can't update it will log a debug message about it. For me, at the moment, it works with a privileged user because they are allowed to edit their user information, but it doesn't work for an unprivileged user because they are not. Since you are calling the Set$method methods on the User Object itself, if that user doesn't have permission to change their own details, you can't do it. You can get around it by doing something like this which is to create an RT::SystemUser object, and then load the user inside it. my $UserObj = RT::User->new($RT::SystemUser); $UserObj->Load($name_to_update); my ($val, $message) = $UserObj->SetDisabled(1); -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Thu Feb 21 10:23:04 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 21 Feb 2008 15:23:04 +0000 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> Message-ID: <47BD9758.2090009@jennic.com> Patterson, Craig wrote: > > Anyway, I entered your suggestions and am still having the issues. Here > are snippets from my code... > > if (!$method_success){ > $RT::Logger->debug("update failed. $method_msg"); What $method_msg do you get? -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From crpatter at ci.grand-rapids.mi.us Thu Feb 21 10:31:54 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Thu, 21 Feb 2008 10:31:54 -0500 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: <47BD9758.2090009@jennic.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> <47BD9758.2090009@jennic.com> Message-ID: Sorry, forgot to include that. It doesn't return any message. -----Original Message----- From: Mike Peachey [mailto:mike.peachey at jennic.com] Sent: Thursday, February 21, 2008 10:23 AM To: Patterson, Craig; RT Users Subject: Re: [rt-users] RT3.6.5 / LDAP / User Fields not updated Patterson, Craig wrote: > > Anyway, I entered your suggestions and am still having the issues. Here > are snippets from my code... > > if (!$method_success){ > $RT::Logger->debug("update failed. $method_msg"); What $method_msg do you get? -- 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 __________________________________________________ From mike.peachey at jennic.com Thu Feb 21 10:40:38 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 21 Feb 2008 15:40:38 +0000 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> <47BD9758.2090009@jennic.com> Message-ID: <47BD9B76.7000007@jennic.com> Patterson, Craig wrote: > Sorry, forgot to include that. It doesn't return any message. O_o Then it would suggest it's not calling the method, or it is and something's dying.. I'm not sure what to suggest. Personally I would just start following the code line-by-line all the way from the Update call to the update-code inserting debugs as I go. Sorry, but I'm stuck there :/ -- 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 __________________________________________________ From darling at ccdc.cam.ac.uk Thu Feb 21 10:49:08 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Thu, 21 Feb 2008 15:49:08 +0000 Subject: [rt-users] Monitor disc space on RT/SQL database In-Reply-To: <47BC8A49.7000402@plaxo.com> References: <684354.99129.qm@web52911.mail.re2.yahoo.com> <47BC8A49.7000402@plaxo.com> Message-ID: <47BD9D74.2090206@ccdc.cam.ac.uk> >> I need to know how to monitor available space for my RT database. I >> am very much a novice regarding SQL db administration. Are there any >> other areas I should keep my eye on to avoid any future RT db problems? > If this is mysql, you can do something like this in mysql client: > > use rt3; (or whatever your rt3 database is) > show table status; Providing you've got $HOME/.my.cnf setup correctly to give to direct access to the RT mysql database: $ echo "show table status;" | mysql | \ awk '{tot+=$7}END{print "DB using " tot / (1024 * 1024) "Mb"}'; \ df -h /var/lib/mysql Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From mathew.snyder at gmail.com Thu Feb 21 11:53:57 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 21 Feb 2008 11:53:57 -0500 Subject: [rt-users] Disappearing Transactions Message-ID: <47BDACA5.6040400@gmail.com> We have a ticket that seems to have lost its way. It originally had several transactions which seem to have gone *poof*. I've loaded up a backup of the database from shortly after the ticket was created into our test server and everything is still missing. Is there a way to find these transactions and reinstate them? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From torsten.brumm at Kuehne-Nagel.com Thu Feb 21 12:00:00 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 21 Feb 2008 18:00:00 +0100 Subject: [rt-users] Disappearing Transactions Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> Hi mathew, I remember some months ago a threat with the same problem, jesse suggested something with the text::quoted perl modul so far i can remember. Look through the archiv for text::quoted and i think it will fix your problem. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.fsck.com Sent: Thu Feb 21 17:53:57 2008 Subject: [rt-users] Disappearing Transactions We have a ticket that seems to have lost its way. It originally had several transactions which seem to have gone *poof*. I've loaded up a backup of the database from shortly after the ticket was created into our test server and everything is still missing. Is there a way to find these transactions and reinstate them? -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at limepepper.co.uk Thu Feb 21 12:19:32 2008 From: tom at limepepper.co.uk (Tom Hodder) Date: Thu, 21 Feb 2008 17:19:32 +0000 Subject: [rt-users] pointers on debugging rt 3.6.5 page hanging problem In-Reply-To: <47BB272B.5090507@lbl.gov> References: <1203446985.12442.2.camel@localhost.localdomain> <47BB272B.5090507@lbl.gov> Message-ID: <1203614372.2742.1.camel@localhost.localdomain> > On 2/19/2008 10:49 AM, Tom Hodder wrote: > > Hi, > > > > A problem appeared today where the browser hangs when the status of a > > ticket is changed. > > > > There do not seem to be any associated errors in the log file, and the > > page waits for about 30 seconds and then goes to a blank page. > > In the end this was related to the request size, and was actually a network error where the firewall was truncating the packets. The exact details are which are currently being post-mortemed by our network team. Many Thanks for the pointers that were given, and its good to know that RT was functioning perfectly all the time. Thanks, Tom H From mathew.snyder at gmail.com Thu Feb 21 12:22:19 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 21 Feb 2008 12:22:19 -0500 Subject: [rt-users] Disappearing Transactions In-Reply-To: <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> Message-ID: <47BDB34B.2060507@gmail.com> Thanks all. I moved Quoted.pm out of that directory and all of the transactions reappeared. Mathew Konstantin Naryzhniy wrote: > > > Yep, that was mine > > That?s what Jesse suggested: > >> You need to find the Quoted.pm file inside a "Text/" directory > somewhere in >your perl library path and remove it. > > Also, you need to be using 3.6.5 for this to take effect. This rare bug > occurred to me no matter what on 3.6.1 and 3.6.3 > > > > Cheers, > > Konstantin > > > > > > ------------------------------------------------------------------------ > > *From:* Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] > *Sent:* Thursday, February 21, 2008 8:00 PM > *To:* mathew.snyder at gmail.com; rt-users at lists.fsck.com > *Subject:* Re: [rt-users] Disappearing Transactions > > > > Hi mathew, > I remember some months ago a threat with the same problem, jesse > suggested something with the text::quoted perl modul so far i can > remember. Look through the archiv for text::quoted and i think it will > fix your problem. > > Torsten > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > > To: rt-users at lists.fsck.com > Sent: Thu Feb 21 17:53:57 2008 > Subject: [rt-users] Disappearing Transactions > > We have a ticket that seems to have lost its way. It originally had several > transactions which seem to have gone *poof*. I've loaded up a backup of the > database from shortly after the ticket was created into our test server and > everything is still missing. > > Is there a way to find these transactions and reinstate them? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten > Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 > > > -- Keep up with me and what I'm up to: http://theillien.blogspot.com From konstantinn at parallels.com Thu Feb 21 12:19:01 2008 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Thu, 21 Feb 2008 20:19:01 +0300 Subject: [rt-users] Disappearing Transactions In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> Message-ID: <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> Yep, that was mine That's what Jesse suggested: > You need to find the Quoted.pm file inside a "Text/" directory somewhere in >your perl library path and remove it. Also, you need to be using 3.6.5 for this to take effect. This rare bug occurred to me no matter what on 3.6.1 and 3.6.3 Cheers, Konstantin ________________________________ From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Thursday, February 21, 2008 8:00 PM To: mathew.snyder at gmail.com; rt-users at lists.fsck.com Subject: Re: [rt-users] Disappearing Transactions Hi mathew, I remember some months ago a threat with the same problem, jesse suggested something with the text::quoted perl modul so far i can remember. Look through the archiv for text::quoted and i think it will fix your problem. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.fsck.com Sent: Thu Feb 21 17:53:57 2008 Subject: [rt-users] Disappearing Transactions We have a ticket that seems to have lost its way. It originally had several transactions which seem to have gone *poof*. I've loaded up a backup of the database from shortly after the ticket was created into our test server and everything is still missing. Is there a way to find these transactions and reinstate them? -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Feb 21 12:59:34 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 21 Feb 2008 12:59:34 -0500 Subject: [rt-users] Disappearing Transactions In-Reply-To: <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> Message-ID: <20080221175934.GF12964@bestpractical.com> On Thu, Feb 21, 2008 at 08:19:01PM +0300, Konstantin Naryzhniy wrote: > > Yep, that was mine > That's what Jesse suggested: > > You need to find the Quoted.pm file inside a "Text/" directory somewhere in >your perl library path and remove it. > Also, you need to be using 3.6.5 for this to take effect. This rare bug occurred to me no matter what on 3.6.1 and 3.6.3 Ruslan released a new Text::Quoted that should fix the bug. > Cheers, > Konstantin > > > ________________________________ > From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] > Sent: Thursday, February 21, 2008 8:00 PM > To: mathew.snyder at gmail.com; rt-users at lists.fsck.com > Subject: Re: [rt-users] Disappearing Transactions > > > Hi mathew, > I remember some months ago a threat with the same problem, jesse suggested something with the text::quoted perl modul so far i can remember. Look through the archiv for text::quoted and i think it will fix your problem. > > Torsten > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > To: rt-users at lists.fsck.com > Sent: Thu Feb 21 17:53:57 2008 > Subject: [rt-users] Disappearing Transactions > > We have a ticket that seems to have lost its way. It originally had several > transactions which seem to have gone *poof*. I've loaded up a backup of the > database from shortly after the ticket was created into our test server and > everything is still missing. > > Is there a way to find these transactions and reinstate them? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From mathew.snyder at gmail.com Thu Feb 21 13:01:48 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 21 Feb 2008 13:01:48 -0500 Subject: [rt-users] Disappearing Transactions In-Reply-To: <20080221175934.GF12964@bestpractical.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> <20080221175934.GF12964@bestpractical.com> Message-ID: <47BDBC8C.5040803@gmail.com> I upgraded that first. I had v2.02 installed and upgraded to v2.05 but the issue persisted. This is RT v3.6.6. I've not checked anything on our production server which is v3.6.5. Jesse Vincent wrote: > > > On Thu, Feb 21, 2008 at 08:19:01PM +0300, Konstantin Naryzhniy wrote: >> Yep, that was mine >> That's what Jesse suggested: >>> You need to find the Quoted.pm file inside a "Text/" directory somewhere in >your perl library path and remove it. >> Also, you need to be using 3.6.5 for this to take effect. This rare bug occurred to me no matter what on 3.6.1 and 3.6.3 > > Ruslan released a new Text::Quoted that should fix the bug. > >> Cheers, >> Konstantin >> >> >> ________________________________ >> From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] >> Sent: Thursday, February 21, 2008 8:00 PM >> To: mathew.snyder at gmail.com; rt-users at lists.fsck.com >> Subject: Re: [rt-users] Disappearing Transactions >> >> >> Hi mathew, >> I remember some months ago a threat with the same problem, jesse suggested something with the text::quoted perl modul so far i can remember. Look through the archiv for text::quoted and i think it will fix your problem. >> >> Torsten >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> To: rt-users at lists.fsck.com >> Sent: Thu Feb 21 17:53:57 2008 >> Subject: [rt-users] Disappearing Transactions >> >> We have a ticket that seems to have lost its way. It originally had several >> transactions which seem to have gone *poof*. I've loaded up a backup of the >> database from shortly after the ticket was created into our test server and >> everything is still missing. >> >> Is there a way to find these transactions and reinstate them? >> >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 >> > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > -- Keep up with me and what I'm up to: http://theillien.blogspot.com From KFCrocker at lbl.gov Thu Feb 21 13:39:24 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Feb 2008 10:39:24 -0800 Subject: [rt-users] Disappearing Transactions In-Reply-To: <47BDB34B.2060507@gmail.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> <47BDB34B.2060507@gmail.com> Message-ID: <47BDC55C.1090803@lbl.gov> Mathew, I'm unclear as to what caused the problem. What type or kind of transactions were missing? Were they only for a certain function or what? I'm asking because I have 3.6.4 but have not had any problem like that yet, but would like to be prepared in case I do. Thanks. Kenn LBNL On 2/21/2008 9:22 AM, Mathew Snyder wrote: > Thanks all. I moved Quoted.pm out of that directory and all of the transactions > reappeared. > > Mathew > > Konstantin Naryzhniy wrote: >> >> >> Yep, that was mine >> >> That?s what Jesse suggested: >> >>> You need to find the Quoted.pm file inside a "Text/" directory >> somewhere in >your perl library path and remove it. >> >> Also, you need to be using 3.6.5 for this to take effect. This rare bug >> occurred to me no matter what on 3.6.1 and 3.6.3 >> >> >> >> Cheers, >> >> Konstantin >> >> >> >> >> >> ------------------------------------------------------------------------ >> >> *From:* Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] >> *Sent:* Thursday, February 21, 2008 8:00 PM >> *To:* mathew.snyder at gmail.com; rt-users at lists.fsck.com >> *Subject:* Re: [rt-users] Disappearing Transactions >> >> >> >> Hi mathew, >> I remember some months ago a threat with the same problem, jesse >> suggested something with the text::quoted perl modul so far i can >> remember. Look through the archiv for text::quoted and i think it will >> fix your problem. >> >> Torsten >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> >> To: rt-users at lists.fsck.com >> Sent: Thu Feb 21 17:53:57 2008 >> Subject: [rt-users] Disappearing Transactions >> >> We have a ticket that seems to have lost its way. It originally had several >> transactions which seem to have gone *poof*. I've loaded up a backup of the >> database from shortly after the ticket was created into our test server and >> everything is still missing. >> >> Is there a way to find these transactions and reinstate them? >> >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann >> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten >> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 >> >> >> > From jarends at uiuc.edu Thu Feb 21 15:56:04 2008 From: jarends at uiuc.edu (John Arends) Date: Thu, 21 Feb 2008 14:56:04 -0600 Subject: [rt-users] RT slows down over time Message-ID: <47BDE564.4050700@uiuc.edu> My RT installation (using mod_perl, RHEL 5) seems to slow down over time. Restarting the Apache process restores performance. Any suggestions on how to begin troubleshooting this? Could it be a mod_perl issue or a mason issue? The machine get so slow when this happens that if I try to SSH in, I have to sit and wait for 10 seconds before the password prompt will come up. From gevans at hcc.net Thu Feb 21 17:17:09 2008 From: gevans at hcc.net (Greg Evans) Date: Thu, 21 Feb 2008 14:17:09 -0800 Subject: [rt-users] Import Users from NIS or radius?? Message-ID: <018201c874d7$808acd70$1200a8c0@hcc.local> Hello, Not sure if this made it to the list last time, so I am resending, I apologize in advance if it already got to many of you and it is a duplicate. We may have been/are having email server issues, so if this is now a triplicate, I offer my sincere apologies. Hello Mike and everyone else, I wanted to follow-up on our conversation below regarding users, etc. I obviously don't want massive data duplication so it would seem that the best way to do this would be to import all of our internet customers into RT as users with basically no permissions, set them up in a group and all of that normal business. All of my users are in our radius file and accessible via NIS, which is great and I am pretty sure that I can figure out how to import them from that using standard myself syntax and a exported .csv or similar file. The problem that was brought to my attention is that I would need to do this daily. Is there a way that you or someone would know of that would allow me to import only the new data each day? My boss thought that using NIS would be better, and I think that I would agree with that. Please remember, I am not much of a programmer, but I would like to see if this is possible and maybe an example if someone knows how to do it :) Regards, Greg > -----Original Message----- > From: Mike Peachey [mailto:mike.peachey at jennic.com] > Sent: Thursday, February 07, 2008 7:09 AM > To: Greg Evans; RT Users > Subject: Re: [rt-users] Ideas on best way to do this? > > Greg Evans wrote: > > Hey Mike, > > > > Thanks for the reply. I am attaching a screenshot of what > I created for my > > tickets previously with custom fields and all of that. > > > > Maybe with my SS you can tell me if I am at least on the > right track there? > > Well, with regards the last four custom fields, you certainly are, > that's pretty much what they're designed for, but FirstName, LastName, > e-mail address and telephone number will start to cause you massive > issues due to data duplication. > > Although you would be manually linking the tickets together, each time > you raise a ticket for the same user, you have to re-enter the same > information, and if any information changes, it won't be reflected on > previous tickets, so if you look at an old ticket and want to call the > customer, you'd have to check the most recent ticket for the most > recent phone number, instead of just getting the number from the > user's (always up to date) information. > > Also, you are then creating masses of data within the database that is > unnecessary and in violation of data normalisation guidelines. You > should only need to store each piece of information about one object > once, not once per ticket.. so you're massively increasing the amount > of data to store and it will eventually have an impact on the total > size and speed of the database as a whole. > > If you create a user for each customer as they advise you of an issue > (either manually, or through a myriad of automagical ways), then you > can add as much information as you need to about the user in the user > information fields, add as many user custom fields as you want for > extra information about that user and then ANY time you are looking at > a ticket belonging to that user, you are linking straight to the > user's account and their full information, even if you change it. > > Tickets should only need to hold information that changes for each > ticket raised. > Users should only need to hold information that changes for each user. > > Then, turn off the e-mailing of replies to users and bingo - a > scalable, usable, logical system. > > > > You seem to know a lot about RT and how it works > > I didn't used to, I've just been tweaking it for so long I've > been past > most of the code and added a lot of my own. > > > , and I am admittedly not a > > programmer by any means LOL! > > Me either, I wish I was, then it wouldn't take so long :p > > > But do you know if it is possible for RT (I > > couldn't find it when I searched Google) to automatically > enter the time > > worked based on the time elapsed between when the ticket > was opened and when > > it was updated? I guess(?) that if an issue remained > unresolved and the > > customer called back it would have to add time to said > ticket on each > > update? I will keep searching for this on my own, but > figured it couldn't > > hurt to ask. > > I don't see why not. I might be wrong about the *best* way to > do it, but > it certainly seems you could add a custom scrip action to do it. > > Pseudocode: > > "On Ticket->Update, Ticket->Worked = Ticket->Updated() - > Ticket->Created()" > > Although, you might need to convert the times into Unix time, then do > the sums and then convert back again. > > > Thanks for all of your help. I am going to take those > suggestions and > > implement them as well to make sure that if this needs to scale up > > eventually, which I am sure it will, that I don't get > caught in a nightmare > > that I cannot get out of. > > Good plan. Just make sure to keep an eye out for others who know less > than you, because without those who know more to help out > those who know > less, RT would never be the great, widely-used system it is. > > > -- > 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 > __________ From ruz at bestpractical.com Thu Feb 21 17:45:48 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Feb 2008 01:45:48 +0300 Subject: [rt-users] RT slows down over time In-Reply-To: <47BDE564.4050700@uiuc.edu> References: <47BDE564.4050700@uiuc.edu> Message-ID: <589c94400802211445r9e9b57eye248915d1c2f49ed@mail.gmail.com> Start from amount of free memory... try to use MaxRequestsPerChild directive to restart apache processes from time to time. On Thu, Feb 21, 2008 at 11:56 PM, John Arends wrote: > My RT installation (using mod_perl, RHEL 5) seems to slow down over > time. Restarting the Apache process restores performance. > > Any suggestions on how to begin troubleshooting this? Could it be a > mod_perl issue or a mason issue? > > The machine get so slow when this happens that if I try to SSH in, I > have to sit and wait for 10 seconds before the password prompt will come up. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From alexsm at gmail.com Thu Feb 21 18:46:06 2008 From: alexsm at gmail.com (Alex Moura) Date: Thu, 21 Feb 2008 20:46:06 -0300 Subject: [rt-users] rtx-shredder timeout error when deleting tickets via web ui Message-ID: Greetings, In our production server, it takes approx. 01:27min. to wipeout a ticket using rtx-shredder. For instance, if we use the RTx-Shredder WebUI (RT v3.6. ) to wipeout only 10 tickets, it locks the sessions and gives a timeout error message in the Apache 1.3.x log: --------------------------------------------- [Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI: comm with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle timeout (90 sec) [Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3/bin/mason_handler.fcgi" --------------------------------------------- And shows this error page: --------------------------------------------- Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, admin at mydomain and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Apache/1.3.37 Server at rt.mydomain Port 443 --------------------------------------------- Any suggestions / tips to make use of the RTx web ui? Thanks in advance, Alex From alexsm at gmail.com Thu Feb 21 19:09:30 2008 From: alexsm at gmail.com (Alex Moura) Date: Thu, 21 Feb 2008 21:09:30 -0300 Subject: [rt-users] uninitialized value in pattern match (m//) at Interface/Web.pm line 1405. Message-ID: Hello, After upgrading from RT v3.4.5 to v3.6.5, the webserver is registering these messages in the error log: [Thu Feb 21 21:03:34 2008] [error] [client 123.456.789.12] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in pattern match (m//) at /usr/local/rt3/lib/RT/Interface/Web.pm line 1405. Is this something we should worry about? Thanks, Alex From Roy.Sowa at rcmp-grc.gc.ca Thu Feb 21 21:38:53 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Thu, 21 Feb 2008 21:38:53 -0500 Subject: [rt-users] Resolved WITH attachment Message-ID: <47BDEF6D020000AE000064E2@ACPIC-S406.a.rcmp-grc.gc.ca> Anyone have a scrip/template example to include the resolve comment AND also allows an attachment/s to be included when resolving a ticket ? I have seen some examples, that require two emails being sent, but I am hoping to be able to have just a single message sent. Roy From kaushalshriyan at gmail.com Thu Feb 21 23:53:24 2008 From: kaushalshriyan at gmail.com (Kaushal Shriyan) Date: Fri, 22 Feb 2008 10:23:24 +0530 Subject: [rt-users] Round Robin Scheme In-Reply-To: <6b16fb4c0802201951lfb0973fs9175cb5efc0a80d2@mail.gmail.com> References: <6b16fb4c0802192110j3e3b7883y472d9583463a5410@mail.gmail.com> <47BC7714.1050506@lbl.gov> <47BC7A37.3060700@ucrwcu.rwc.uc.edu> <6b16fb4c0802201951lfb0973fs9175cb5efc0a80d2@mail.gmail.com> Message-ID: <6b16fb4c0802212053u3593e70fn893d09ad113da81@mail.gmail.com> On Thu, Feb 21, 2008 at 9:21 AM, Kaushal Shriyan wrote: > > On Thu, Feb 21, 2008 at 12:36 AM, Drew Barnes > wrote: > > Start here and modify to your own needs. > > http://www.gossamer-threads.com/lists/rt/users/39136 > > > > > > > > > > Kenneth Crocker wrote: > > > Kaushal, > > > > > > > > > Round robin? Are you asking if someone has written a scrip that > > > automatically assigns a ticket to the next person in line that has > > > ownership rights to a queue? We either have our queue manage (AdminCc) > > > assign them or let those who have the time just take them if they can > > > work on them. I've never heard of a scrip that arbitrarily assigns them. > > > Have you tried the wiki? > > > > > > > > > Kenn > > > LBNL > > > > > > On 2/19/2008 9:10 PM, Kaushal Shriyan wrote: > > > > > >> Hi > > >> > > >> Is there a Round Robin Scheme of assigning Tickets to the users who > > >> are using Request Tracker > > >> > > >> Thanks and Regards > > >> > > >> Kaushal > > >> _______________________________________________ > > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >> > > >> Community help: http://wiki.bestpractical.com > > >> Commercial support: sales at bestpractical.com > > >> > > >> > > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > >> Buy a copy at http://rtbook.bestpractical.com > > >> > > >> > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > Thanks Drew :-) > > Thanks and Regards > > Kaushal > Hi Drew Barnes, I have modified the script for assigning tickets to the users through round robin scheme. How can i upload this script in RT Thanks and Regards Kaushal From alexsm at gmail.com Fri Feb 22 00:13:39 2008 From: alexsm at gmail.com (Alex Moura) Date: Fri, 22 Feb 2008 00:13:39 -0500 Subject: [rt-users] RT 3.6.x translation Message-ID: Hello, I've noticed that the latest RT versions are 'falling behind' in brazilian portuguese translations and I'd like to contribute with the translation effort, but couldn't easily find any information about on how to do it. I'd like to do it at least locally, for our users' community. Tips will be very appreciated. Thanks in advance, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Feb 21 12:32:39 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 21 Feb 2008 18:32:39 +0100 Subject: [rt-users] Disappearing Transactions In-Reply-To: <47BDB34B.2060507@gmail.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> <47BDB34B.2060507@gmail.com> Message-ID: <20080221173239.GE29053@easter-eggs.com> On Thu, Feb 21, 2008 at 12:22:19PM -0500, Mathew Snyder wrote: > Thanks all. I moved Quoted.pm out of that directory and all of the transactions > reappeared. > Latest release should theoritically solve this problem. From elacour at easter-eggs.com Fri Feb 22 03:32:29 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 22 Feb 2008 09:32:29 +0100 Subject: [rt-users] rtx-shredder timeout error when deleting tickets via web ui In-Reply-To: References: Message-ID: <20080222083229.GA32459@easter-eggs.com> On Thu, Feb 21, 2008 at 08:46:06PM -0300, Alex Moura wrote: > Greetings, > > For instance, if we use the RTx-Shredder WebUI (RT v3.6. ) to wipeout > only 10 tickets, it locks the sessions and gives a timeout error > message in the Apache 1.3.x log: > > --------------------------------------------- > [Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI: > comm with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle > timeout (90 sec) > > [Thu Feb 21 20:37:59 2008] [error] [client 200.143.192.54] FastCGI: > incomplete headers (0 bytes) received from server > "/usr/local/rt3/bin/mason_handler.fcgi" > --------------------------------------------- > > > And shows this error page: > > --------------------------------------------- > Internal Server Error [...] > > Any suggestions / tips to make use of the RTx web ui? > You can adjust the fastcgi timeout in your apache configuration: FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -processes x -idle-timeout y Actually "y" is equal to 90 for you, so you can increase it. But your time to delete a ticket seems pretty long, so I don't think it's a good Idea to have a too high value for "y" as it will block a dedicated fastcgi process. Maybe you're missing some indexes or tuning on your database ? From weser at osp-dd.de Fri Feb 22 03:35:38 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 22 Feb 2008 09:35:38 +0100 Subject: [rt-users] Disappearing Transactions In-Reply-To: <47BDC55C.1090803@lbl.gov> References: <16426EA38D57E74CB1DE5A6AE1DB0394F93122@w3hamboex11.ger.win.int.kn> <7901A535B99ED848BAC76AE67185C5AFB1E56F4824@msk-exch1.sw.swsoft.com> <47BDB34B.2060507@gmail.com> <47BDC55C.1090803@lbl.gov> Message-ID: <47BE895A.3010601@osp-dd.de> Hey I just remembered having had the problem on one of our tickets too in 3.6.3. The history in RT was kind of cut off. But the transactions were still in the database. After updating Text::Quoted like mentioned by Jesse it works now. Thanks to Ruslan for the update. ;) Kenneth Crocker schrieb: > Mathew, > > > I'm unclear as to what caused the problem. What type or kind of > transactions were missing? Were they only for a certain function or > what? I'm asking because I have 3.6.4 but have not had any problem like > that yet, but would like to be prepared in case I do. Thanks. > > Kenn > LBNL > > On 2/21/2008 9:22 AM, Mathew Snyder wrote: > >> Thanks all. I moved Quoted.pm out of that directory and all of the transactions >> reappeared. >> >> Mathew >> >> Konstantin Naryzhniy wrote: >> >>> >>> >>> Yep, that was mine >>> >>> That?s what Jesse suggested: >>> >>> >>>> You need to find the Quoted.pm file inside a "Text/" directory >>>> >>> somewhere in >your perl library path and remove it. >>> >>> Also, you need to be using 3.6.5 for this to take effect. This rare bug >>> occurred to me no matter what on 3.6.1 and 3.6.3 >>> >>> >>> >>> Cheers, >>> >>> Konstantin >>> >>> >>> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> *From:* Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] >>> *Sent:* Thursday, February 21, 2008 8:00 PM >>> *To:* mathew.snyder at gmail.com; rt-users at lists.fsck.com >>> *Subject:* Re: [rt-users] Disappearing Transactions >>> >>> >>> >>> Hi mathew, >>> I remember some months ago a threat with the same problem, jesse >>> suggested something with the text::quoted perl modul so far i can >>> remember. Look through the archiv for text::quoted and i think it will >>> fix your problem. >>> >>> Torsten >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> >>> To: rt-users at lists.fsck.com >>> Sent: Thu Feb 21 17:53:57 2008 >>> Subject: [rt-users] Disappearing Transactions >>> >>> We have a ticket that seems to have lost its way. It originally had several >>> transactions which seem to have gone *poof*. I've loaded up a backup of the >>> database from shortly after the ticket was created into our test server and >>> everything is still missing. >>> >>> Is there a way to find these transactions and reinstate them? >>> >>> -- >>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> >>> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann >>> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten >>> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, 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 >>> >>> >>> >>> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mike.peachey at jennic.com Fri Feb 22 04:11:03 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 22 Feb 2008 09:11:03 +0000 Subject: [rt-users] Import Users from NIS or radius?? In-Reply-To: <018201c874d7$808acd70$1200a8c0@hcc.local> References: <018201c874d7$808acd70$1200a8c0@hcc.local> Message-ID: <47BE91A7.9030809@jennic.com> Greg Evans wrote: > Hello, > > Not sure if this made it to the list last time, so I am resending, I > apologize in advance if it already got to many of you and it is a duplicate. > We may have been/are having email server issues, so if this is now a > triplicate, I offer my sincere apologies. > > Hello Mike and everyone else, > > I wanted to follow-up on our conversation below regarding users, etc. > > I obviously don't want massive data duplication so it would seem that the > best way to do this would be to import all of our internet customers into RT > as users with basically no permissions, set them up in a group and all of > that normal business. > > All of my users are in our radius file and accessible via NIS, which is > great and I am pretty sure that I can figure out how to import them from > that using standard myself syntax and a exported .csv or similar file. > > The problem that was brought to my attention is that I would need to do this > daily. Is there a way that you or someone would know of that would allow me > to import only the new data each day? My boss thought that using NIS would > be better, and I think that I would agree with that. You are going to be better off doing direct authentication off your NIS or RADIUS platforms rather than doing a daily data import. If your RADIUS is providing a standard LDAP interface, then you can use Jim Meyer's LDAP User Overlay (http://wiki.bestpractical.org/LDAP), alternatively, Graeme Fowler did some work on a PAM interface that would let you authenticate off of any information with a PAM module, for any system running PAM. Alternatively, if your RADIUS server can be converted to store its information inside a database rather than flat files, you could use my ExternalDB authentication overlay which will be released soon. Alternatively, you can make Apache do the authentication. Any authentication method that Apache supports will work because you can just tell RT to trust Apache. And while it doesn't seem palatable, it seems feasible to write some custom cron scripts that convert your radius data into .htaccess files. Just a few things to consider... -- 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 __________________________________________________ From elacour at easter-eggs.com Fri Feb 22 03:43:17 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 22 Feb 2008 09:43:17 +0100 Subject: [rt-users] RT 3.6.x translation In-Reply-To: References: Message-ID: <20080222084317.GB32459@easter-eggs.com> On Fri, Feb 22, 2008 at 12:13:39AM -0500, Alex Moura wrote: > Hello, > > I've noticed that the latest RT versions are 'falling behind' in brazilian > portuguese translations and I'd like to contribute with the translation > effort, but couldn't easily find any information about on how to do it. I'd > like to do it at least locally, for our users' community. Tips will be very > appreciated. > RT uses gettext format for translation. So, do an svn chekcout of current RT release: svn co svn://svn.bestpractical.com/rt/branches/3.6-RELEASE Look in lib/RT/I18N/ for the po file of the language you wan't to contribute (pt_br). Update it (using standard editor or dedicated po editor (kbabel, gtranslator, plugins for vim, ..). Check for errors with: msgfmt -o /dev/null -c --statistics pt_br.po (msgfmt is a command from the gettext package) Then make a patch and submit it here: http://rt3.fsck.com/?user=guest&pass=guest According to my stats, pt_br status is: Language Total strings Translated Missing Progress Msgfmt check pt_br 1567 1145 422 73.07 % ok AW, thanks for your help on RT ;) From danie.marais at attix5.com Fri Feb 22 03:23:37 2008 From: danie.marais at attix5.com (Danie Marais) Date: Fri, 22 Feb 2008 10:23:37 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? Message-ID: <004401c8752c$38fc9fb0$0a14a8c0@Danie> Hi All The RT mailing list archives seem a bit silent on this one. I need SelfService tickets to be accessed over HTTP but engineers must login with HTTPS. So I have enabled both HTTP and HTTPS on apache for my RT server. By correctly setting the WebBaseURL in RT_SiteConfig.pm to http or https I can get either one of the two working but not both at the same time. If http is specified then you cannot submit replies in https and vice versa. Can anyone please help me to set up so that both are fully functional simultaneously? { RT_SiteConfig pm setting = Set($WebBaseURL , "https://rt.attix5.com"); } Thanks Danie -------------- next part -------------- An HTML attachment was scrubbed... URL: From drobert at generix.fr Fri Feb 22 06:07:40 2008 From: drobert at generix.fr (ROBERT David) Date: Fri, 22 Feb 2008 12:07:40 +0100 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: <47BD7588.8050207@jennic.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> Message-ID: Mike, I changed my User_Local.pm the way you advised. For fields not needing any change, I get lines like this [Fri Feb 22 11:03:44 2008] [debug]: SetAddress1 Failed. Ceci est d?j? la valeur actuelle (/opt/rt3/lib/RT/User_Local.pm:614) (french for "This is already current value") But when it comes to fields needing an update that's another story: [Fri Feb 22 11:03:44 2008] [debug]: SetExternalAuthId Failed. Acc?s refus? (/opt/rt3/lib/RT/User_Local.pm:614) (french for "Acces Denied"). ____________________________________________________________________ David ROBERT * Responsable D?partement IT Direction Support et H?bergement GENERIX Group Tel : +33 (0)3 20 41 48 35 * Mob : +33 (0)6 19 73 00 13 Ext : 1835 * drobert at generix.fr -----Message d'origine----- De?: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Mike Peachey Envoy??: jeudi 21 f?vrier 2008 13:59 ??: Patterson, Craig; RT Users Objet?: Re: [rt-users] RT3.6.5 / LDAP / User Fields not updated Patterson, Craig wrote: > I'm having a similar issue. I call $UserObj->Update(....) after setting > my args. Is there some type of Commit function I need to call > afterwards? > > Robert, is this similar to the way you do it? The problem is almost certainly permissions, and I've suddenly come a cropper on it too. Make this change to your User_Local.pm: Replace: $self->$method($args{$key}); With: my ($method_success,$method_msg) = $self->$method($args{$key}); if (!$method_success) { $RT::Logger->debug("$method Failed. $method_msg"); } And for each field it can't update it will log a debug message about it. For me, at the moment, it works with a privileged user because they are allowed to edit their user information, but it doesn't work for an unprivileged user because they are not. Since you are calling the Set$method methods on the User Object itself, if that user doesn't have permission to change their own details, you can't do it. You can get around it by doing something like this which is to create an RT::SystemUser object, and then load the user inside it. my $UserObj = RT::User->new($RT::SystemUser); $UserObj->Load($name_to_update); my ($val, $message) = $UserObj->SetDisabled(1); -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mike.peachey at jennic.com Fri Feb 22 06:15:37 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 22 Feb 2008 11:15:37 +0000 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> Message-ID: <47BEAED9.30902@jennic.com> ROBERT David wrote: > Mike, > > I changed my User_Local.pm the way you advised. For fields not needing any change, I get lines like this > [Fri Feb 22 11:03:44 2008] [debug]: SetAddress1 Failed. Ceci est d?j? la valeur actuelle (/opt/rt3/lib/RT/User_Local.pm:614) (french for "This is already current value") > > But when it comes to fields needing an update that's another story: > [Fri Feb 22 11:03:44 2008] [debug]: SetExternalAuthId Failed. Acc?s refus? (/opt/rt3/lib/RT/User_Local.pm:614) (french for "Acces Denied"). > Mike Peachey wrote: > The problem is almost certainly permissions, and I've suddenly come a > cropper on it too. Then it definitely is the permissions issue. Note the following I said before: > Since you are calling the Set$method methods on the User Object itself, > if that user doesn't have permission to change their own details, you > can't do it. > > You can get around it by doing something like this which is to create an > RT::SystemUser object, and then load the user inside it. > > my $UserObj = RT::User->new($RT::SystemUser); > $UserObj->Load($name_to_update); > my ($val, $message) = $UserObj->Set$method($value); -- 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 __________________________________________________ From crpatter at ci.grand-rapids.mi.us Fri Feb 22 08:33:22 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Fri, 22 Feb 2008 08:33:22 -0500 Subject: [rt-users] External Script to sync User info with LDAP fails Message-ID: All, I run an external perl script as a weekly cronjob to synchronize LDAP updates with our Users in RT. It uses the RT libraries so that I can get access to RT variables and methods and log. Everything works fine until I try to update the record, at that point it fails. I don't think it's a permissions user and I create my user object like this with the system user... my $UserObj = RT::User->new($RT::SystemUser); Upon advice from Mike Peachey, I added the following to my update statement so I could retrieve some error messages... my ($method_success, $method_msg) = $UserObj->Update( AttributesRef => \@fields, ARGSRef => \%ARGS); That didn't seem to make any difference and no messages were returned. I then added an "or die" to the end of that line like this... my ($method_success, $method_msg) = $UserObj->Update( AttributesRef => \@fields, ARGSRef => \%ARGS) or die "Cant update record\n"; This actually produced some error messages at least... >From my log... [Fri Feb 22 12:56:37 2008] [warning]: Attempted to rollback a transaction with none in progress at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 747 DBIx::SearchBuilder::Handle::EndTransaction('RT::Handle=HASH(0x935585c)' , 'Action', 'rollback', 'Force', 'undef') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 788 DBIx::SearchBuilder::Handle::Rollback('RT::Handle=HASH(0x935585c)') called at /opt/rt3/lib/RT.pm line 360 RT::__ANON__('Cant update record\x{a}') called at local/RT-LDAP-Cron-Cleanup.pl line 147 RT::CHECK_LDAP_RECORD(41) called at local/RT-LDAP-Cron-Cleanup.pl line 100 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Fri Feb 22 12:56:37 2008] [crit]: Cant update record (/opt/rt3/lib/RT.pm:361) I'm not sure how to verify this but it seems like my script doesn't have access to that Update method. Perhaps, I'm not loading the libraries properly... package USER_LOCAL; use lib '/opt/rt3/local/lib/RT'; use User_Local; package RT; use lib '/opt/rt3/lib'; use RT; BTW, I started this new thread because I didn't want to hijack Mr. Robert's since I no longer think we are having a similar problem. I did attach my script... Thanks for any help, Craig Patterson Application Developer/SDE Administrator Northrop Grumman IT/City of Grand Rapids (616)456-3645 crpatter at grcity.us -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-LDAP-Cron-Cleanup.pl Type: application/octet-stream Size: 5241 bytes Desc: RT-LDAP-Cron-Cleanup.pl URL: From jesse at bestpractical.com Fri Feb 22 09:05:18 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 22 Feb 2008 09:05:18 -0500 Subject: [rt-users] RT 3.6.x translation In-Reply-To: References: Message-ID: <90E04CBC-33F3-4E1C-9157-BEA067B623C5@bestpractical.com> On Feb 22, 2008, at 12:13 AM, Alex Moura wrote: > Hello, > > I've noticed that the latest RT versions are 'falling behind' in > brazilian portuguese translations and I'd like to contribute with > the translation effort, but couldn't easily find any information > about on how to do it. I'd like to do it at least locally, for our > users' community. Tips will be very appreciated. > Alex, I don't know if this is a member of your team or not, but we received an updated pt_br translation last night: http://rt3.fsck.com//Ticket/Display.html?id=8981 Best, Jesse > Thanks in advance, > > Alex > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Fri Feb 22 09:21:04 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 22 Feb 2008 09:21:04 -0500 Subject: [rt-users] Round Robin Scheme In-Reply-To: <6b16fb4c0802212053u3593e70fn893d09ad113da81@mail.gmail.com> References: <6b16fb4c0802192110j3e3b7883y472d9583463a5410@mail.gmail.com> <47BC7714.1050506@lbl.gov> <47BC7A37.3060700@ucrwcu.rwc.uc.edu> <6b16fb4c0802201951lfb0973fs9175cb5efc0a80d2@mail.gmail.com> <6b16fb4c0802212053u3593e70fn893d09ad113da81@mail.gmail.com> Message-ID: <47BEDA50.3070605@ucrwcu.rwc.uc.edu> You will need to set up a new scrip in the web UI using a user defined action. Condition: On create Action: user defined Template: Global template: Blank Stage: TransactionCreate I've looked into implementing this, but I haven't moved on it. When you get it working, perhaps you could add it to the wiki. Kaushal Shriyan wrote: > On Thu, Feb 21, 2008 at 9:21 AM, Kaushal Shriyan > wrote: > >> On Thu, Feb 21, 2008 at 12:36 AM, Drew Barnes >> wrote: >> > Start here and modify to your own needs. >> > http://www.gossamer-threads.com/lists/rt/users/39136 >> > >> > >> > >> > >> > Kenneth Crocker wrote: >> > > Kaushal, >> > > >> > > >> > > Round robin? Are you asking if someone has written a scrip that >> > > automatically assigns a ticket to the next person in line that has >> > > ownership rights to a queue? We either have our queue manage (AdminCc) >> > > assign them or let those who have the time just take them if they can >> > > work on them. I've never heard of a scrip that arbitrarily assigns them. >> > > Have you tried the wiki? >> > > >> > > >> > > Kenn >> > > LBNL >> > > >> > > On 2/19/2008 9:10 PM, Kaushal Shriyan wrote: >> > > >> > >> Hi >> > >> >> > >> Is there a Round Robin Scheme of assigning Tickets to the users who >> > >> are using Request Tracker >> > >> >> > >> Thanks and Regards >> > >> >> > >> Kaushal >> > >> _______________________________________________ >> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> >> > >> Community help: http://wiki.bestpractical.com >> > >> Commercial support: sales at bestpractical.com >> > >> >> > >> >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > >> Buy a copy at http://rtbook.bestpractical.com >> > >> >> > >> >> > > >> > > _______________________________________________ >> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > > >> > > Community help: http://wiki.bestpractical.com >> > > Commercial support: sales at bestpractical.com >> > > >> > > >> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > > Buy a copy at http://rtbook.bestpractical.com >> > > >> > >> >> Thanks Drew :-) >> >> Thanks and Regards >> >> Kaushal >> >> > > Hi Drew Barnes, > > I have modified the script for assigning tickets to the users through > round robin scheme. How can i upload this script in RT > > Thanks and Regards > > Kaushal > From mike.peachey at jennic.com Fri Feb 22 09:25:46 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 22 Feb 2008 14:25:46 +0000 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> <47BEAED9.30902@jennic.com> Message-ID: <47BEDB6A.1060601@jennic.com> ROBERT David wrote: > Ahem... > Sorry if I seem to be rather thickheaded but... > Where do you want me to put those lines of code? In my User_Local.pm? > >> You can get around it by doing something like this which is to create an >> RT::SystemUser object, and then load the user inside it. >> >> my $UserObj = RT::User->new($RT::SystemUser); >> $UserObj->Load($name_to_update); >> my ($val, $message) = $UserObj->Set$method($value); > > Wherever you are actually calling the Set$method or Update on the user objects, whether that's inside the modified User_Local.pm, or in your own external code. Replace: $user->update(); with: $power_user = RT::User->new($RT::SystemUser); $power_user->Load($user->Name); my ($success, $reason) = $power_user->Update/Set$method; -- 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 __________________________________________________ From danie.marais at attix5.com Fri Feb 22 09:48:00 2008 From: danie.marais at attix5.com (Danie Marais) Date: Fri, 22 Feb 2008 16:48:00 +0200 Subject: [rt-users] Scrip needed to change ticket queue Message-ID: <00c601c87561$ebc876c0$0a14a8c0@Danie> Hi all I need a scrip (or scrips) that will do the following: When a ticket in queue AAA or BBB reaches its final priority, move it to queue HHH and send an email to user at company.com (or a specified RT group) with a subject 'Ticket Escalated: ' Ideally I want to run this with rt-crontool. Can anyone help? Regards, Danie -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Fri Feb 22 11:34:17 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 22 Feb 2008 16:34:17 +0000 Subject: [rt-users] Import Users from NIS or radius?? In-Reply-To: <026201c8756e$f9bdb170$1200a8c0@hcc.local> References: <018201c874d7$808acd70$1200a8c0@hcc.local> <47BE91A7.9030809@jennic.com> <026201c8756e$f9bdb170$1200a8c0@hcc.local> Message-ID: <47BEF989.2010004@jennic.com> Greg Evans wrote: > Mike, > > Thanks, that helps a lot and I can refer to the LDAP threads as well for > that info. I guess my question in return then is thus: > > Since (at least at present) we want to have our users account information in > RT, but we don't want them to actually be able to access it, but we do want > the information from NIS in RT, how would the NIS info populate the Users > table? I guess that is my question, since we want them all in RT so when we > take a ticket from a given user over the phone, we don't have to create the > user and then the ticket. You would need to make sure (I'm not sure if it does, off-hand) that the New Ticket creation code tries calls the Update and AutoCreate methods on the user before creating the ticket. So that, when you create a new ticket, you enter the user's e-mail address in the requestor field, and then as the ticket is submitted, RT will check for a user, update the user's info if found, or autocreate the user if not found, and then create the ticket. I can try to be more clear if you decide to take this route and when it's not half four on a friday. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Fri Feb 22 11:35:21 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 22 Feb 2008 16:35:21 +0000 Subject: [rt-users] Import Users from NIS or radius?? In-Reply-To: <026301c8756f$fc123350$1200a8c0@hcc.local> References: <018201c874d7$808acd70$1200a8c0@hcc.local> <47BE91A7.9030809@jennic.com> <026301c8756f$fc123350$1200a8c0@hcc.local> Message-ID: <47BEF9C9.70409@jennic.com> Greg Evans wrote: > Quick reply, > > Wenat and looked at the overlay and I think it may be overkill for my uses, > but do you know if these are still valid, as they at least *appear* to do > exactly what I need: > > http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo > > http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo > I wouldn't bother going directly with these as these are both integrated into http://wiki.bestpractical.com/view/LdapUserLocalOverlay and also the one I'm working on right now. -- 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 __________________________________________________ From mike.peachey at jennic.com Fri Feb 22 11:39:01 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 22 Feb 2008 16:39:01 +0000 Subject: [rt-users] Import Users from NIS or radius?? In-Reply-To: <47BEF9C9.70409@jennic.com> References: <018201c874d7$808acd70$1200a8c0@hcc.local> <47BE91A7.9030809@jennic.com> <026301c8756f$fc123350$1200a8c0@hcc.local> <47BEF9C9.70409@jennic.com> Message-ID: <47BEFAA5.3010007@jennic.com> Mike Peachey wrote: > Greg Evans wrote: >> Quick reply, >> >> Wenat and looked at the overlay and I think it may be overkill for my uses, >> but do you know if these are still valid, as they at least *appear* to do >> exactly what I need: >> >> http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo >> >> http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo >> > > I wouldn't bother going directly with these as these are both integrated > into http://wiki.bestpractical.com/view/LdapUserLocalOverlay and also > the one I'm working on right now. > Ignore my rantings.. looking again, you may be right that these are the right options for you in your particular case. -- 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 __________________________________________________ From gevans at hcc.net Fri Feb 22 11:42:36 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 22 Feb 2008 08:42:36 -0800 Subject: [rt-users] Import Users from NIS or radius?? In-Reply-To: <47BEFAA5.3010007@jennic.com> References: <018201c874d7$808acd70$1200a8c0@hcc.local> <47BE91A7.9030809@jennic.com> <026301c8756f$fc123350$1200a8c0@hcc.local> <47BEF9C9.70409@jennic.com> <47BEFAA5.3010007@jennic.com> Message-ID: <026601c87571$ef153d80$1200a8c0@hcc.local> LOL!! Thanks Mike, you're the best. Massive help, and much appreciated :) Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: Mike Peachey [mailto:mike.peachey at jennic.com] Sent: Friday, February 22, 2008 8:39 AM To: Greg Evans Cc: RT Users Subject: Re: [rt-users] Import Users from NIS or radius?? Mike Peachey wrote: > Greg Evans wrote: >> Quick reply, >> >> Wenat and looked at the overlay and I think it may be overkill for my >> uses, but do you know if these are still valid, as they at least >> *appear* to do exactly what I need: >> >> http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo >> >> http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo >> > > I wouldn't bother going directly with these as these are both > integrated into > http://wiki.bestpractical.com/view/LdapUserLocalOverlay and also the one I'm working on right now. > Ignore my rantings.. looking again, you may be right that these are the right options for you in your particular case. -- 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 __________________________________________________ From avriette at gmail.com Fri Feb 22 11:45:11 2008 From: avriette at gmail.com (Alex J. Avriette) Date: Fri, 22 Feb 2008 11:45:11 -0500 Subject: [rt-users] RTx::Statistics and rendering graphs Message-ID: <4C293C89-0F28-46DE-ABE8-519FC3DC6344@gmail.com> We've just installed RTx::Statistics, and I'm having trouble with the graphs. If one refreshes the page, the graph "works", but the first time the link is clicked, it's empty (which is to say, a graph is rendered without any data points). I'm sure this is a simple caching thing I've overlooked. Anyone? Alex -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 -------------- next part -------------- An HTML attachment was scrubbed... URL: From drobert at generix.fr Fri Feb 22 12:00:48 2008 From: drobert at generix.fr (ROBERT David) Date: Fri, 22 Feb 2008 18:00:48 +0100 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: <47BEDB6A.1060601@jennic.com> References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> <47BEAED9.30902@jennic.com> <47BEDB6A.1060601@jennic.com> Message-ID: Ok I fumbled around a bit and came with a code in User_Local.pm that looks like this: foreach my $key (sort(keys(%args))) { next unless $args{$key}; my $method = "Set$key"; # $self->$method($args{$key}); my $power_user = RT::User->new($RT::SystemUser); $power_user->Load($self->Name); my ($method_success,$method_msg) = $power_user->$method($args{$key}); if (!$method_success) { $RT::Logger->debug("$method Failed. $method_msg"); } } Now if I update any of the fields mapped in RT from LDAP as defined in RT_SiteConfig.pm, it gets updated in RT. But - because there's a 'but' - if I set one of those fields to blank in AD, it does not get blanked in RT. At first I thought it was limited to some fields (I tried 1st with FreeformContactInfo) but it's consistent with all fields: You can modify a field in AD and it gets updated in RT. But if the modification you want is to simply blank a field it won't work. That is, you can change a field from "ABC" to "AB" or "XYZ" but you cannot change a field from "ABC" to "". :( I seems that RT considers that if a field in filled in its database but that the AD field is empty there's nothing to do at all. Where should I look? ____________________________________________________________________ David ROBERT * Responsable D?partement IT Direction Support et H?bergement GENERIX Group Tel : +33 (0)3 20 41 48 35 * Mob : +33 (0)6 19 73 00 13 Ext : 1835 * drobert at generix.fr From rmo at eurotux.com Fri Feb 22 12:06:44 2008 From: rmo at eurotux.com (Ricardo Oliveira) Date: Fri, 22 Feb 2008 17:06:44 +0000 Subject: [rt-users] RTFM 2.2.1 (class ordering) Message-ID: <47BF0124.2060002@eurotux.com> Is there any way to alter the order of the classes in the "Quick search" default view pane? We currently have a large number of classes, and it'd help a lot if they would be ordered. Best of regards, Ricardo Oliveira -- Ricardo Manuel Oliveira Eurotux Inform?tica, SA Tel: +351 253257395 // +351 919475934 Fax: +351 253257396 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 251 bytes Desc: OpenPGP digital signature URL: From stephen.cochran at kingarthurflour.com Fri Feb 22 12:39:41 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Fri, 22 Feb 2008 12:39:41 -0500 Subject: [rt-users] Self-service question In-Reply-To: <47BC8FAB.3010204@lbl.gov> References: <47BC8FAB.3010204@lbl.gov> Message-ID: Doesn't this happen by default? The users list doesn't show unprivlidged users, but anyone that sends in an email has a user record automatically created. On Feb 20, 2008, at 3:38 PM, Kenneth Crocker wrote: > To all, > > > We use LDAP for authorizing any access to RT. In fact, we do not > allow > any email correspondence, etc. to get posted to RT unless the senders > are privileged users via LDAP. That works fine for those users the USE > RT, especially via WebUI. What I want to do is have RT to add any > email > recipient that is NOT an RT user to be added as an unprivileged user. > That way their replies can be added to the history of a ticket. Has > anyone out there done this? If so, can you help me? Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From stephen.cochran at kingarthurflour.com Fri Feb 22 12:41:42 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Fri, 22 Feb 2008 12:41:42 -0500 Subject: [rt-users] Self-Service Interface Message-ID: <979D9336-3464-4410-B8DF-5F9BAF2F50C5@kingarthurflour.com> We've rolled out RT very successfully to our Customer Service department, and am interested in using it for some other needs. The problem is that some users who will need to be privileged to have tickets assigned to them should be using the self-service interface. They can reply to tickets assigned to them via email normally. Has anyone setup RT this way so that privileged users still get the self-service interface? Thanks, Steve From joe.casadonte at oracle.com Fri Feb 22 13:27:12 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 22 Feb 2008 13:27:12 -0500 Subject: [rt-users] Self-Service Interface In-Reply-To: <979D9336-3464-4410-B8DF-5F9BAF2F50C5@kingarthurflour.com> References: <979D9336-3464-4410-B8DF-5F9BAF2F50C5@kingarthurflour.com> Message-ID: <47BF1400.9010201@oracle.com> On 2/22/2008 12:41 PM, Steve Cochran wrote: > Has anyone setup RT this way so that privileged users still get the > self-service interface? http://wiki.bestpractical.com/view/BasicVsAdvancedInterface -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From kae at midnighthax.com Fri Feb 22 14:45:55 2008 From: kae at midnighthax.com (Keith Edmunds) Date: Fri, 22 Feb 2008 19:45:55 +0000 Subject: [rt-users] Missing "take" link for some users In-Reply-To: <20080219201815.06d07df1@ws.in.tiger-computing.com> References: <20080219201815.06d07df1@ws.in.tiger-computing.com> Message-ID: <20080222194555.059d7647@ws.in.tiger-computing.com> Any suggestions that could help with this? I had one off-list suggestion to make sure that the user logged out/in after the permission change, which was being done. Thanks, Keith > RT 3.6.1 > > We have four users on this system. In "10 newest unowned tickets", one > user has the ticket number as a link and also a 'take' link; the other > three users have only a plain-text ticket number and no take link. > > At first I thought this was down to permissions, but I have granted one > use full global permissions and there has been no change. > > Where should I be looking to try to resolve this? > > Thanks, > Keith From stephen.cochran at kingarthurflour.com Fri Feb 22 16:42:07 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Fri, 22 Feb 2008 16:42:07 -0500 Subject: [rt-users] Self-Service Interface In-Reply-To: <47BF1400.9010201@oracle.com> References: <979D9336-3464-4410-B8DF-5F9BAF2F50C5@kingarthurflour.com> <47BF1400.9010201@oracle.com> Message-ID: <27121A5D-8072-43CF-8BFF-0B095E4739DA@kingarthurflour.com> Yep, read through that and http://wiki.bestpractical.com/view/AutoRedirectToSelfService I was wondering if anyone was using them and how the experience worked for users. The other thought I had was using the one you suggested, making the Self Service the default (not sure how yet), and then also modifying the self service tabs to add a link to the "Advanced" interface. Steve On Feb 22, 2008, at 1:27 PM, Joe Casadonte wrote: > On 2/22/2008 12:41 PM, Steve Cochran wrote: > >> Has anyone setup RT this way so that privileged users still get >> the self-service interface? > > http://wiki.bestpractical.com/view/BasicVsAdvancedInterface > > -- > Regards, > > > joe > Joe Casadonte > joe.casadonte at oracle.com > > ========== ========== > == The statements and opinions expressed here are my own and do not == > == necessarily represent those of Oracle Corporation. == > ========== ========== From KFCrocker at lbl.gov Fri Feb 22 18:02:20 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 22 Feb 2008 15:02:20 -0800 Subject: [rt-users] Missing "take" link for some users In-Reply-To: <20080222194555.059d7647@ws.in.tiger-computing.com> References: <20080219201815.06d07df1@ws.in.tiger-computing.com> <20080222194555.059d7647@ws.in.tiger-computing.com> Message-ID: <47BF547C.80805@lbl.gov> Kieth, Do they have the "OwnTicket" right for that queue? Kenn LBNL On 2/22/2008 11:45 AM, Keith Edmunds wrote: > Any suggestions that could help with this? I had one off-list suggestion > to make sure that the user logged out/in after the permission change, > which was being done. > > Thanks, > Keith > >> RT 3.6.1 >> >> We have four users on this system. In "10 newest unowned tickets", one >> user has the ticket number as a link and also a 'take' link; the other >> three users have only a plain-text ticket number and no take link. >> >> At first I thought this was down to permissions, but I have granted one >> use full global permissions and there has been no change. >> >> Where should I be looking to try to resolve this? >> >> Thanks, >> Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From cwfox at us.fujitsu.com Fri Feb 22 18:32:56 2008 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Fri, 22 Feb 2008 13:32:56 -1000 Subject: [rt-users] LDAP Overlay not working. Message-ID: <47BF5BA8.9090105@us.fujitsu.com> Alle, We've recently done a fresh install of RT3.6.6 on a RHEL5 box. I've installed Jim Meyer's LdapUserLocalOverlay to ../local/lib/RT/User_Local.pm and added the LdapSiteConfigSettings to RT_SiteConfig.pm. I've stopped the server, cleared the Mason cache and restarted the server. When I try to login, the LDAP server is not even queried and I get a login failure. Am I missing a step here? Best Regards, Camron -- Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at us.fujitsu.com From MJames at stonebridgebank.com Fri Feb 22 19:10:43 2008 From: MJames at stonebridgebank.com (Michael James) Date: Fri, 22 Feb 2008 19:10:43 -0500 Subject: [rt-users] Font-AFM-1.19 Message-ID: <47BF1E34.534D.009D.0@stonebridgebank.com> Well, I'm trying to install rt-3.6.6 on a new SuSE server (SLES 10, SP1) and having trouble with this perl module :/ Here's the output I see in cpan: Test Summary Report ------------------- t/afm.t (Wstat: 0 Tests: 1 Failed: 1) Failed test: 1 Parse errors: Bad plan. You planned 0 tests but ran 1. Files=2, Tests=3, 0 wallclock secs ( 0.00 usr 0.02 sys + 0.00 cusr 0.02 csys = 0.04 CPU) Result: FAIL Failed 1/2 test programs. 1/3 subtests failed. make: *** [test_dynamic] Error 255 GAAS/Font-AFM-1.19.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports GAAS/Font-AFM-1.19.tar.gz Running make install make test had returned bad status, won't install without force Failed during this command: GAAS/Font-AFM-1.19.tar.gz : make_test NO So, should I just force the install? or is there some other dependency that isn't being displayed? Thanks, 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 joe.casadonte at oracle.com Fri Feb 22 19:38:26 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 22 Feb 2008 19:38:26 -0500 Subject: [rt-users] Queue-specific Ticket CF's in RT At-a-glance Message-ID: <47BF6B02.8000100@oracle.com> Yes, it's a bit like putting the cart before the horse. Every Queue we have has a CF called 'SubCategory', each with it's own values. Whenever tickets are listed, I would like to see the value of this CF. The fact that it has the same name may be what makes this work, since most code I've seen tries to load by name, queue-specific first, then global. Any thoughts on this type of hack? -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From gevans at hcc.net Wed Feb 20 13:34:19 2008 From: gevans at hcc.net (Greg Evans) Date: Wed, 20 Feb 2008 10:34:19 -0800 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <47AB1F1B.1040400@jennic.com> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> <008801c8681c$d3c86dc0$1200a8c0@hcc.local> <47A992AF.4080109@jennic.com> <004201c868f2$08b25b60$1200a8c0@hcc.local> <47AB1F1B.1040400@jennic.com> Message-ID: <017501c873ef$35fe85f0$1200a8c0@hcc.local> Hello Mike and everyone else, I wanted to follow-up on our conversation below regarding users, etc. I obviously don't want massive data duplication so it would seem that the best way to do this would be to import all of our internet customers into RT as users with basically no permissions, set them up in a group and all of that normal business. All of my users are in our radius file, which is great and I am pretty sure that I can figure out how to import them from that using standard mySQL syntax and a exported .csv or similar file. The problem that was brought to my attention is that I would need to do this daily. Is there a way that you or someone would know of that would allow me to import only the new data each day? Please remember, I am not much of a programmer, but I would like to see if this is possible and maybe an example if someone knows how to do it :) Regards, Greg > -----Original Message----- > From: Mike Peachey [mailto:mike.peachey at jennic.com] > Sent: Thursday, February 07, 2008 7:09 AM > To: Greg Evans; RT Users > Subject: Re: [rt-users] Ideas on best way to do this? > > Greg Evans wrote: > > Hey Mike, > > > > Thanks for the reply. I am attaching a screenshot of what > I created for my > > tickets previously with custom fields and all of that. > > > > Maybe with my SS you can tell me if I am at least on the > right track there? > > Well, with regards the last four custom fields, you certainly are, > that's pretty much what they're designed for, but FirstName, > LastName, > e-mail address and telephone number will start to cause you massive > issues due to data duplication. > > Although you would be manually linking the tickets together, > each time > you raise a ticket for the same user, you have to re-enter the same > information, and if any information changes, it won't be reflected on > previous tickets, so if you look at an old ticket and want to > call the > customer, you'd have to check the most recent ticket for the > most recent > phone number, instead of just getting the number from the > user's (always > up to date) information. > > Also, you are then creating masses of data within the > database that is > unnecessary and in violation of data normalisation guidelines. You > should only need to store each piece of information about one object > once, not once per ticket.. so you're massively increasing > the amount of > data to store and it will eventually have an impact on the total size > and speed of the database as a whole. > > If you create a user for each customer as they advise you of an issue > (either manually, or through a myriad of automagical ways), > then you can > add as much information as you need to about the user in the user > information fields, add as many user custom fields as you > want for extra > information about that user and then ANY time you are looking at a > ticket belonging to that user, you are linking straight to the user's > account and their full information, even if you change it. > > Tickets should only need to hold information that changes for each > ticket raised. > Users should only need to hold information that changes for each user. > > Then, turn off the e-mailing of replies to users and bingo - > a scalable, > usable, logical system. > > > > You seem to know a lot about RT and how it works > > I didn't used to, I've just been tweaking it for so long I've > been past > most of the code and added a lot of my own. > > > , and I am admittedly not a > > programmer by any means LOL! > > Me either, I wish I was, then it wouldn't take so long :p > > > But do you know if it is possible for RT (I > > couldn't find it when I searched Google) to automatically > enter the time > > worked based on the time elapsed between when the ticket > was opened and when > > it was updated? I guess(?) that if an issue remained > unresolved and the > > customer called back it would have to add time to said > ticket on each > > update? I will keep searching for this on my own, but > figured it couldn't > > hurt to ask. > > I don't see why not. I might be wrong about the *best* way to > do it, but > it certainly seems you could add a custom scrip action to do it. > > Pseudocode: > > "On Ticket->Update, Ticket->Worked = Ticket->Updated() - > Ticket->Created()" > > Although, you might need to convert the times into Unix time, then do > the sums and then convert back again. > > > Thanks for all of your help. I am going to take those > suggestions and > > implement them as well to make sure that if this needs to scale up > > eventually, which I am sure it will, that I don't get > caught in a nightmare > > that I cannot get out of. > > Good plan. Just make sure to keep an eye out for others who know less > than you, because without those who know more to help out > those who know > less, RT would never be the great, widely-used system it is. > > > -- > 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 > __________________________________________________ From mike.peachey at jennic.com Sat Feb 23 08:42:34 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Sat, 23 Feb 2008 13:42:34 +0000 Subject: [rt-users] LDAP Overlay not working. In-Reply-To: <47BF5BA8.9090105@us.fujitsu.com> References: <47BF5BA8.9090105@us.fujitsu.com> Message-ID: <47C022CA.20501@jennic.com> Have you also installed the autohandler/Auth overlay? You need to set a log file and set it to debug mode to see what is going on. You'll probably find it may be something simple like a basic LDAP error. The debug log will help. -- Kind Regards, ___________________________________________________ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___________________________________________________ Camron W. Fox wrote: > Alle, > > We've recently done a fresh install of RT3.6.6 on a RHEL5 box. I've > installed Jim Meyer's LdapUserLocalOverlay to > ../local/lib/RT/User_Local.pm and added the LdapSiteConfigSettings to > RT_SiteConfig.pm. I've stopped the server, cleared the Mason cache and > restarted the server. When I try to login, the LDAP server is not even > queried and I get a login failure. Am I missing a step here? > > Best Regards, > Camron > From joe.casadonte at oracle.com Sat Feb 23 08:40:59 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sat, 23 Feb 2008 08:40:59 -0500 Subject: [rt-users] Font-AFM-1.19 In-Reply-To: <47BF1E34.534D.009D.0@stonebridgebank.com> References: <47BF1E34.534D.009D.0@stonebridgebank.com> Message-ID: <47C0226B.6070408@oracle.com> On 2/22/2008 7:10 PM, Michael James wrote: > So, should I just force the install? or is there some other dependency that isn't being displayed? I've hit that a couple of times; I just force it and move on. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From joe.casadonte at oracle.com Sat Feb 23 08:44:56 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Sat, 23 Feb 2008 08:44:56 -0500 Subject: [rt-users] Self-Service Interface In-Reply-To: <27121A5D-8072-43CF-8BFF-0B095E4739DA@kingarthurflour.com> References: <979D9336-3464-4410-B8DF-5F9BAF2F50C5@kingarthurflour.com> <47BF1400.9010201@oracle.com> <27121A5D-8072-43CF-8BFF-0B095E4739DA@kingarthurflour.com> Message-ID: <47C02358.6010608@oracle.com> On 2/22/2008 4:42 PM, Steve Cochran wrote: > > Yep, read through that and > > http://wiki.bestpractical.com/view/AutoRedirectToSelfService > > I was wondering if anyone was using them and how the experience worked > for users. The other thought I had was using the one you suggested, > making the Self Service the default (not sure how yet), and then also > modifying the self service tabs to add a link to the "Advanced" interface. Well, we use it here, and most people like it (personally I abhor the Self Service interface, but then I use Emacs & VI by choice, so I guess it's to be expected). Self Service is the default already, and there exists an "Advanced" link at the top right near the login/logout link. Adding it as a tab option instead is a very straight-forward thing to do, at least for the non-Self Service interface. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From gevans at hcc.net Wed Feb 20 17:03:43 2008 From: gevans at hcc.net (Greg Evans) Date: Wed, 20 Feb 2008 14:03:43 -0800 Subject: [rt-users] (no subject) Message-ID: <01b401c8740c$75db1220$1200a8c0@hcc.local> Hello, Not sure if this made it to the list last time, so I am resending, I apologize in advance if it already got to many of you and it is a duplicate. Hello Mike and everyone else, I wanted to follow-up on our conversation below regarding users, etc. I obviously don't want massive data duplication so it would seem that the best way to do this would be to import all of our internet customers into RT as users with basically no permissions, set them up in a group and all of that normal business. All of my users are in our radius file and accessible via NIS, which is great and I am pretty sure that I can figure out how to import them from that using standard myself syntax and a exported .csv or similar file. The problem that was brought to my attention is that I would need to do this daily. Is there a way that you or someone would know of that would allow me to import only the new data each day? My boss thought that using NIS would be better, and I think that I would agree with that. Please remember, I am not much of a programmer, but I would like to see if this is possible and maybe an example if someone knows how to do it :) Regards, Greg > -----Original Message----- > From: Mike Peachey [mailto:mike.peachey at jennic.com] > Sent: Thursday, February 07, 2008 7:09 AM > To: Greg Evans; RT Users > Subject: Re: [rt-users] Ideas on best way to do this? > > Greg Evans wrote: > > Hey Mike, > > > > Thanks for the reply. I am attaching a screenshot of what > I created for my > > tickets previously with custom fields and all of that. > > > > Maybe with my SS you can tell me if I am at least on the > right track there? > > Well, with regards the last four custom fields, you certainly are, > that's pretty much what they're designed for, but FirstName, > LastName, > e-mail address and telephone number will start to cause you massive > issues due to data duplication. > > Although you would be manually linking the tickets together, > each time > you raise a ticket for the same user, you have to re-enter the same > information, and if any information changes, it won't be reflected on > previous tickets, so if you look at an old ticket and want to > call the > customer, you'd have to check the most recent ticket for the > most recent > phone number, instead of just getting the number from the > user's (always > up to date) information. > > Also, you are then creating masses of data within the > database that is > unnecessary and in violation of data normalisation guidelines. You > should only need to store each piece of information about one object > once, not once per ticket.. so you're massively increasing > the amount of > data to store and it will eventually have an impact on the total size > and speed of the database as a whole. > > If you create a user for each customer as they advise you of an issue > (either manually, or through a myriad of automagical ways), > then you can > add as much information as you need to about the user in the user > information fields, add as many user custom fields as you > want for extra > information about that user and then ANY time you are looking at a > ticket belonging to that user, you are linking straight to the user's > account and their full information, even if you change it. > > Tickets should only need to hold information that changes for each > ticket raised. > Users should only need to hold information that changes for each user. > > Then, turn off the e-mailing of replies to users and bingo - > a scalable, > usable, logical system. > > > > You seem to know a lot about RT and how it works > > I didn't used to, I've just been tweaking it for so long I've > been past > most of the code and added a lot of my own. > > > , and I am admittedly not a > > programmer by any means LOL! > > Me either, I wish I was, then it wouldn't take so long :p > > > But do you know if it is possible for RT (I > > couldn't find it when I searched Google) to automatically > enter the time > > worked based on the time elapsed between when the ticket > was opened and when > > it was updated? I guess(?) that if an issue remained > unresolved and the > > customer called back it would have to add time to said > ticket on each > > update? I will keep searching for this on my own, but > figured it couldn't > > hurt to ask. > > I don't see why not. I might be wrong about the *best* way to > do it, but > it certainly seems you could add a custom scrip action to do it. > > Pseudocode: > > "On Ticket->Update, Ticket->Worked = Ticket->Updated() - > Ticket->Created()" > > Although, you might need to convert the times into Unix time, then do > the sums and then convert back again. > > > Thanks for all of your help. I am going to take those > suggestions and > > implement them as well to make sure that if this needs to scale up > > eventually, which I am sure it will, that I don't get > caught in a nightmare > > that I cannot get out of. > > Good plan. Just make sure to keep an eye out for others who know less > than you, because without those who know more to help out > those who know > less, RT would never be the great, widely-used system it is. > > > -- > 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 > __________ From lcamel at gmail.com Sat Feb 23 11:44:06 2008 From: lcamel at gmail.com (Ren-Shan Luoh) Date: Sun, 24 Feb 2008 00:44:06 +0800 Subject: [rt-users] MySQL session problem Message-ID: <9eff313b0802230844p3cb52799s716f7cc2573dd0c4@mail.gmail.com> Hi, Recently I'm installing RT 3.6.5 from FreeBSD ports. The newly installed system can not keep data in the MySQL session store, but it works normally with the File session store. It looks like the same problem encountered by Matthew Seaman mentioned in http://lists.bestpractical.com/pipermail/rt-users/2007-September/047788.html. When a new user connect to the system, it creates a new, empty, abnormally long (103 bytes rather than 56 bytes) record in the 'sessions' table. When being 'thawed' by Storable, it only returns 'undef', not a hash with a _session_id. I'm using FreeBSD 6.3, perl-5.8.8_1, rt-3.6.5, apache-2.2.8, mod_fastcgi-2.4.6, p5-DBD-mysql-4.006, p5-Apache-Session-1.81 and mysql-server-5.0.51a. I can provide shell access to this machine for investigating if necessary. LCamel P.S. The following data is from the sessions table. mysql -u root -e 'select id, length(a_session), hex(a_session), LastUpdated from sessions' rt3 +----------------------------------+-------------------+----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------------+ | id | length(a_session) | hex(a_session) | LastUpdated | +----------------------------------+-------------------+----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------------+ | f133995da84539778762aaa95224b518 | 56 | 050703000000010A2066313333393935646138343533393737383736326161613935323234623531380000000B5F73657373696F6E5F6964 | 2008-02-23 14:27:35 | | a2885a4ed28ce68712cdd4ed3b7561a7 | 103 | 0507030000000204110F52543A3A43757272656E7455736572030000000404110C52543A3A4931384E3A3A656E03000000000000000A4C616E6748616E646C650A055573657273000000057461626C650403000000000000000676616C75657304030000000208 | 2008-02-23 14:29:02 | +----------------------------------+-------------------+----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------------+ From matthew.seaman at thebunker.net Sat Feb 23 16:25:51 2008 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Sat, 23 Feb 2008 21:25:51 +0000 Subject: [rt-users] MySQL session problem In-Reply-To: <9eff313b0802230844p3cb52799s716f7cc2573dd0c4@mail.gmail.com> References: <9eff313b0802230844p3cb52799s716f7cc2573dd0c4@mail.gmail.com> Message-ID: <47C08F5F.7040609@thebunker.net> Ren-Shan Luoh wrote: > Hi, > > Recently I'm installing RT 3.6.5 from FreeBSD ports. > The newly installed system can not keep data in the MySQL session store, > but it works normally with the File session store. > It looks like the same problem encountered by Matthew Seaman mentioned in > http://lists.bestpractical.com/pipermail/rt-users/2007-September/047788.html. The fix I discovered on this list was: ALTER TABLE sessions MODIFY a_session longblob ; See: http://lists.bestpractical.com/pipermail/rt-users/2008-January/049583.html > When a new user connect to the system, > it creates a new, empty, abnormally long (103 bytes rather than 56 bytes) > record in the 'sessions' table. > When being 'thawed' by Storable, it only returns 'undef', not a hash > with a _session_id. It's possible this is an effect due to using utf8 as the default character set, which uses three bytes per character in certain circumstances. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From leonid at mamchenkov.net Sun Feb 24 03:00:21 2008 From: leonid at mamchenkov.net (Leonid Mamchenkov) Date: Sun, 24 Feb 2008 10:00:21 +0200 Subject: [rt-users] Ideas on best way to do this? In-Reply-To: <017501c873ef$35fe85f0$1200a8c0@hcc.local> References: <007f01c86819$4f1e8350$1200a8c0@hcc.local> <47A898DF.3030001@jennic.com> <008801c8681c$d3c86dc0$1200a8c0@hcc.local> <47A992AF.4080109@jennic.com> <004201c868f2$08b25b60$1200a8c0@hcc.local> <47AB1F1B.1040400@jennic.com> <017501c873ef$35fe85f0$1200a8c0@hcc.local> Message-ID: Greg, On Wed, Feb 20, 2008 at 8:34 PM, Greg Evans wrote: > All of my users are in our radius file, which is great and I am pretty sure > that I can figure out how to import them from that using standard mySQL > syntax and a exported .csv or similar file. > > The problem that was brought to my attention is that I would need to do this > daily. Is there a way that you or someone would know of that would allow me > to import only the new data each day? > > Please remember, I am not much of a programmer, but I would like to see if > this is possible and maybe an example if someone knows how to do it :) If you will find a way to import your data into RT once, there is, of course, a way to do this daily. Assuming that your data is in some text format (like .csv file), you could use GNU diff to find out the differences between two text files (one for yesterday and one for today). The output of GNU diff is very easy to parse and act upon. (hint: when using this tool, go for unified diff output - it's even easier to parse). -- Leonid Mamchenkov http://mamchenkov.net From stephen.cochran at kingarthurflour.com Sun Feb 24 10:03:22 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Sun, 24 Feb 2008 10:03:22 -0500 Subject: [rt-users] rt-mailgate Message-ID: <48F0F0C6-832C-407E-85C6-B8779E2707C9@kingarthurflour.com> This might be more of a MTA question, but we're using rt-mailgate set up in /etc/aliases with postfix. httpd stopped working on our RT server, so obviously new mail couldn't be put into RT. My question is would the mail queue up anywhere to be reprocessed? RT is so robust that I can't image this hasn't been considered and dealt with, just not sure of postfix or rt-mailgate would be the one handling that. From jesse at bestpractical.com Sun Feb 24 10:29:49 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 24 Feb 2008 10:29:49 -0500 Subject: [rt-users] rt-mailgate In-Reply-To: <48F0F0C6-832C-407E-85C6-B8779E2707C9@kingarthurflour.com> References: <48F0F0C6-832C-407E-85C6-B8779E2707C9@kingarthurflour.com> Message-ID: <20080224152949.GE30286@bestpractical.com> On Sun, Feb 24, 2008 at 10:03:22AM -0500, Steve Cochran wrote: > > This might be more of a MTA question, but we're using rt-mailgate set > up in /etc/aliases with postfix. httpd stopped working on our RT > server, so obviously new mail couldn't be put into RT. > > My question is would the mail queue up anywhere to be reprocessed? RT > is so robust that I can't image this hasn't been considered and dealt > with, just not sure of postfix or rt-mailgate would be the one > handling that. RT Mailgate exits with a code telling postfix to hang onto the mail. The key to google on is 'TEMPFAIL' -j > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From kae at midnighthax.com Sun Feb 24 14:18:25 2008 From: kae at midnighthax.com (Keith Edmunds) Date: Sun, 24 Feb 2008 19:18:25 +0000 Subject: [rt-users] Missing "take" link for some users In-Reply-To: <47BF547C.80805@lbl.gov> References: <20080219201815.06d07df1@ws.in.tiger-computing.com> <20080222194555.059d7647@ws.in.tiger-computing.com> <47BF547C.80805@lbl.gov> Message-ID: <20080224191825.08517fec@ws.in.tiger-computing.com> > Do they have the "OwnTicket" right for that queue? Yes, the user (for testing purposes) has full rights. Thanks, Keith From ruz at bestpractical.com Sun Feb 24 15:57:46 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 24 Feb 2008 23:57:46 +0300 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> Message-ID: <589c94400802241257vad6373do9947fb48f169a921@mail.gmail.com> Hello, guys. I'm reviewing this again after receiving new info from various sources. 1) People say that our function based indexes are incorrect, instead of LOWER('XXX') we must use LOWER(XXX), where XXX is name of a column. 2) This particular query we build by hand without using our abstract interface, so it even don't have any calls to LOWER() function. So you should try: 1) replace all indexes that has LOWER('XXX'), list of indexes we create by default is in etc/schema.Oracle 2) create index on Groups(Type, Domain, Instance) instead of one I suggested before and explain query without any LOWER calls. On Mon, Jan 21, 2008 at 7:51 PM, Ruslan Zakirov wrote: > I'm not that good in oracle's optimizer, but I'm pretty sure that the > following index will help you: > CREATE INDEX Groups3 ON Groups (LOWER('Type'), LOWER('Domain'), Instance); > > Can you add it, generate plan again and sent it to the list, so I can > check that it really helps in the way I think it should :) -- Best regards, Ruslan. From carl at bl.echidna.id.au Sun Feb 24 20:34:01 2008 From: carl at bl.echidna.id.au (Carl Brewer) Date: Mon, 25 Feb 2008 12:34:01 +1100 Subject: [rt-users] finding out the version of an old copy of RT? Message-ID: <47C21B09.6040801@bl.echidna.id.au> I have a mysqldump of an old rt3 instance that I need to bring back to life, but I don't know what version it was dumped from, and not surprisingly a few things don't work - like seeing ticket contents, for example! And updating tickets .. etc. Is there any reasonably easy way to work out what version of RT the dump is from so I can get a rough idea of what upgrade path I need to take to make it work? The RT install I want to make it work with is from NetBSD pkgsrc (RT v3.4.6), and the RT instance I have a dump of predates that by 'a bit'. The machine the dump came from is long gone so I can't just jump on to it for a look. Thanks! Carl From elacour at easter-eggs.com Mon Feb 25 03:33:48 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 25 Feb 2008 09:33:48 +0100 Subject: [rt-users] Missing "take" link for some users In-Reply-To: <20080224191825.08517fec@ws.in.tiger-computing.com> References: <20080219201815.06d07df1@ws.in.tiger-computing.com> <20080222194555.059d7647@ws.in.tiger-computing.com> <47BF547C.80805@lbl.gov> <20080224191825.08517fec@ws.in.tiger-computing.com> Message-ID: <20080225083348.GA10082@easter-eggs.com> On Sun, Feb 24, 2008 at 07:18:25PM +0000, Keith Edmunds wrote: > > Do they have the "OwnTicket" right for that queue? > > Yes, the user (for testing purposes) has full rights. > Maybe those users have different "RT at a glance" than global "RT at a glance". Look at the query used in his "RT at a glance", go on "advanced" in the query builder and look the displya template to control if there is links. From elacour at easter-eggs.com Mon Feb 25 03:37:48 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 25 Feb 2008 09:37:48 +0100 Subject: [rt-users] finding out the version of an old copy of RT? In-Reply-To: <47C21B09.6040801@bl.echidna.id.au> References: <47C21B09.6040801@bl.echidna.id.au> Message-ID: <20080225083748.GB10082@easter-eggs.com> On Mon, Feb 25, 2008 at 12:34:01PM +1100, Carl Brewer wrote: > > I have a mysqldump of an old rt3 instance that I need to bring back to > life, but I don't know what version it was dumped from, and not > surprisingly a few things don't work - like seeing ticket contents, for > example! And updating tickets .. etc. > > Is there any reasonably easy way to work out what version of RT the dump > is from so I can get a rough idea of what upgrade path I need to take to > make it work? The RT install I want to make it work with is from NetBSD > pkgsrc (RT v3.4.6), and the RT instance I have a dump of predates that > by 'a bit'. The machine the dump came from is long gone so I can't just > jump on to it for a look. > You can compare sql schema with those provided with different RT release tarball (in etc directory). There are major release which can be "easily" identified this way (2.x, 3.0.x, 3.2.x, 3.4.x, 3.6.x) I think. You can also try to see if the changes in etc/upgrade/*/* are applied to schema (maybe easier). From mike.peachey at jennic.com Mon Feb 25 04:41:49 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 25 Feb 2008 09:41:49 +0000 Subject: [rt-users] RT3.6.5 / LDAP / User Fields not updated In-Reply-To: References: <5f0f8dba0802160937v420b723ao1fb0f31d5227d909@mail.gmail.com><47B745B5.7030805@gmail.com><5f0f8dba0802162236x31227f28l7384f9d574ac2071@mail.gmail.com><5f0f8dba0802200710p2ca1b14age5c558ef8d7f1313@mail.gmail.com><17AB1AE6-02C2-4412-9C75-B183BB5EE4D4@khera.org> <47BC91D2.9060200@lbl.gov> <47BD7588.8050207@jennic.com> <47BEAED9.30902@jennic.com> <47BEDB6A.1060601@jennic.com> Message-ID: <47C28D5D.3000909@jennic.com> ROBERT David wrote: > Ok I fumbled around a bit and came with a code in User_Local.pm that looks like this: > > foreach my $key (sort(keys(%args))) { > next unless $args{$key}; > my $method = "Set$key"; > # $self->$method($args{$key}); > my $power_user = RT::User->new($RT::SystemUser); > $power_user->Load($self->Name); > my ($method_success,$method_msg) = $power_user->$method($args{$key}); > if (!$method_success) { > $RT::Logger->debug("$method Failed. $method_msg"); > } > > } What is the log output for $RT::Logger->debug("$method Failed. $method_msg"); ? Specifically, what is the $method_msg? -- 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 __________________________________________________ From carl at bl.echidna.id.au Mon Feb 25 08:24:19 2008 From: carl at bl.echidna.id.au (Carl Brewer) Date: Tue, 26 Feb 2008 00:24:19 +1100 Subject: [rt-users] finding out the version of an old copy of RT? In-Reply-To: <20080225083748.GB10082@easter-eggs.com> References: <47C21B09.6040801@bl.echidna.id.au> <20080225083748.GB10082@easter-eggs.com> Message-ID: <47C2C183.90301@bl.echidna.id.au> Emmanuel Lacour wrote: > On Mon, Feb 25, 2008 at 12:34:01PM +1100, Carl Brewer wrote: >> I have a mysqldump of an old rt3 instance that I need to bring back to >> life, but I don't know what version it was dumped from, and not >> surprisingly a few things don't work - like seeing ticket contents, for >> example! And updating tickets .. etc. >> >> Is there any reasonably easy way to work out what version of RT the dump >> is from so I can get a rough idea of what upgrade path I need to take to >> make it work? The RT install I want to make it work with is from NetBSD >> pkgsrc (RT v3.4.6), and the RT instance I have a dump of predates that >> by 'a bit'. The machine the dump came from is long gone so I can't just >> jump on to it for a look. >> > > You can compare sql schema with those provided with different RT release > tarball (in etc directory). > > There are major release which can be "easily" identified this way (2.x, > 3.0.x, 3.2.x, 3.4.x, 3.6.x) I think. I managed to get in touch with the previous sysadmin, it was 3.2, now upgraded to 3.4.6 and all working. Thankyou! Carl From mathew.snyder at gmail.com Mon Feb 25 09:32:43 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 25 Feb 2008 09:32:43 -0500 Subject: [rt-users] Query in script not working Message-ID: <47C2D18B.8080709@gmail.com> I'm trying to get all of the tickets which, for any given day, were LastUpdated 'yesterday'. When I do a search within RT using " LastUpdated = '2008-02-24' AND ( Queue = 'CustomerCare' OR Queue = 'TechOps' )" I'm shown 8 tickets. However, when I run the following script I get nothing. #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt3/lib'; use lib '/usr/local/rt3/local/lib'; use RT; use RT::Tickets; RT::LoadConfig(); RT::Init(); my @date2 = (localtime(time - 86400))[3 .. 5]; my $yesterday = join "-", ($date2[2] + 1900, (sprintf '%02d',$date2[1] + 1), (sprintf '%02d', $date2[0])); my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL('(Queue = "CustomerCare" OR Queue = "TechOps") AND LastUpdated = "' . $yesterday . '"'); while (my $ticket = $tix->Next) { print $ticket->id . "\n"; } Anyone care to put a second(or third or fourth) pair of eyes on this to maybe see something I've missed? Thanks Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From sturner at MIT.EDU Mon Feb 25 09:51:41 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 25 Feb 2008 09:51:41 -0500 Subject: [rt-users] Query in script not working In-Reply-To: <47C2D18B.8080709@gmail.com> References: <47C2D18B.8080709@gmail.com> Message-ID: <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> Quoting Mathew Snyder : > I'm trying to get all of the tickets which, for any given day, were > LastUpdated > 'yesterday'. When I do a search within RT using " LastUpdated = '2008-02-24' > AND ( Queue = 'CustomerCare' OR Queue = 'TechOps' )" I'm shown 8 tickets. > However, when I run the following script I get nothing. > > Mathew, What do you get if you put 'print $yesterday' in your script? Also, printing $tix->BuildSelectQuery (after the FromSQL statement) will show you the actual sql statement being used, and might be helpful. Steve From mathew.snyder at gmail.com Mon Feb 25 10:13:26 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 25 Feb 2008 10:13:26 -0500 Subject: [rt-users] Query in script not working In-Reply-To: <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> Message-ID: <47C2DB16.4060504@gmail.com> Printing $yesterday yields 2008-02-24. $tix->BuildSelectQuery gives SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Queue = '1' OR main.Queue = '15' ) AND ( main.LastUpdated >= '2008-02-24 05:00:00' AND main.LastUpdated <= '2008-02-25 05:00:00' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) One thing that stands out is that it is placing the limits at 05:00:00. I'd prefer that it find things which are between 00:00:00 and 23:59:00 of the given day. Also, it is looking for tickets which were last updated <= today and >= yesterday. I don't want anything from today so I need to eliminate the <= today portion. Stephen Turner wrote: > Quoting Mathew Snyder : > >> I'm trying to get all of the tickets which, for any given day, were >> LastUpdated >> 'yesterday'. When I do a search within RT using " LastUpdated = >> '2008-02-24' >> AND ( Queue = 'CustomerCare' OR Queue = 'TechOps' )" I'm shown 8 >> tickets. >> However, when I run the following script I get nothing. >> >> > > Mathew, > > What do you get if you put 'print $yesterday' in your script? Also, > printing > $tix->BuildSelectQuery (after the FromSQL statement) will show you the > actual > sql statement being used, and might be helpful. > > Steve -- Keep up with me and what I'm up to: http://theillien.blogspot.com From stef at aoc-uk.com Mon Feb 25 09:57:29 2008 From: stef at aoc-uk.com (Stef Morrell) Date: Mon, 25 Feb 2008 14:57:29 -0000 Subject: [rt-users] Font-AFM-1.19 In-Reply-To: References: <47BF1E34.534D.009D.0@stonebridgebank.com> Message-ID: <20080225152643.DCF684D80BB@diesel.bestpractical.com> rt-users-bounces at lists.bestpractical.com wrote: > On 2/22/2008 7:10 PM, Michael James wrote: > >> So, should I just force the install? or is there some other > dependency that isn't being displayed? > > I've hit that a couple of times; I just force it and move on. I think this is a pretty common error. I too have to force the install for this module. Stef Stefan Morrell | Operations Director Tel: 0845 3452820 | Alpha Omega Computers Ltd Fax: 0845 3452830 | Incorporating Level 5 Internet stef at aoc-uk.com | stef at l5net.net Alpha Omega Computers Ltd, Unit 57, BBTC, Grange Road, Batley, WF17 6ER. Registered in England No. 3867142. VAT No. GB734421454 From stef at aoc-uk.com Mon Feb 25 10:01:30 2008 From: stef at aoc-uk.com (Stef Morrell) Date: Mon, 25 Feb 2008 15:01:30 -0000 Subject: [rt-users] rt-mailgate In-Reply-To: References: <48F0F0C6-832C-407E-85C6-B8779E2707C9@kingarthurflour.com> Message-ID: <20080225152643.DCA794D8078@diesel.bestpractical.com> rt-users-bounces at lists.bestpractical.com wrote: > On Sun, Feb 24, 2008 at 10:03:22AM -0500, Steve Cochran wrote: >> >> This might be more of a MTA question, but we're using rt-mailgate set >> up in /etc/aliases with postfix. httpd stopped working on our RT >> server, so obviously new mail couldn't be put into RT. >> >> My question is would the mail queue up anywhere to be reprocessed? RT >> is so robust that I can't image this hasn't been considered and dealt >> with, just not sure of postfix or rt-mailgate would be the one >> handling that. > > RT Mailgate exits with a code telling postfix to hang onto > the mail. The key to google on is 'TEMPFAIL' > -j > Following on from which, once fixed, look at using postqueue -s to reattempt delivery immediately, rather than waiting for a retry. Stef Stefan Morrell | Operations Director Tel: 0845 3452820 | Alpha Omega Computers Ltd Fax: 0845 3452830 | Incorporating Level 5 Internet stef at aoc-uk.com | stef at l5net.net Alpha Omega Computers Ltd, Unit 57, BBTC, Grange Road, Batley, WF17 6ER. Registered in England No. 3867142. VAT No. GB734421454 From mathew.snyder at gmail.com Mon Feb 25 11:32:41 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 25 Feb 2008 11:32:41 -0500 Subject: [rt-users] Predefined search not found Message-ID: <47C2EDA9.3090309@gmail.com> I just created two saved searches which I saved under RT System's saved searches so that everyone could use them. They show up under Preferences->RT at a glance both in the left-hand menu as well as in the select box for items to add to one's home page. However, after adding it and the preferences are saved, it displays an error stating that the predefined search cannot be found. I looked in the archives and the only thing I've found is someone basically saying "nevermind, it was the index.html file under local/html". Seeing this, I copied the index.html file from share/html to local/html replacing the one we've been using. I still get the same result. I've given ShowSavedSearches to Everyone globally under Group Rights to no avail. I've received identical results by globally giving LoadSavedSearches to Everyone under Queue Rights. We're using RT v3.6.5. Anyone know how to do this and can help me out? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From joe.casadonte at oracle.com Mon Feb 25 11:34:41 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 25 Feb 2008 11:34:41 -0500 Subject: [rt-users] Queue-specific Ticket CF's in RT At-a-glance In-Reply-To: <47BF6B02.8000100@oracle.com> References: <47BF6B02.8000100@oracle.com> Message-ID: <47C2EE21.2050306@oracle.com> On 2/22/2008 7:38 PM, Joe Casadonte wrote: > Every Queue we have has a CF called 'SubCategory', each with it's own > values. Whenever tickets are listed, I would like to see the value of > this CF. The fact that it has the same name may be what makes this > work, since most code I've seen tries to load by name, queue-specific > first, then global. Any thoughts on this type of hack? Well, if I assign one of the SubCategory CFs to ALL queues, then it appears in the column display list and I can add it to queries. As long as this CF is assigned to all queues, though there are several problems: 1) it overrides the queue-specific CF in the output 2) I can see it in all tickets, which I don't want If I remove the CF, then the query results show me what I expect, and the tickets only have one SubCategory, as expected. So while this is OK for setting up the saved queries, it's not a long-term solution. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From mathew.snyder at gmail.com Mon Feb 25 12:08:18 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 25 Feb 2008 12:08:18 -0500 Subject: [rt-users] Clickable Links Revisited Message-ID: <47C2F602.6040809@gmail.com> We've been using the method provided by Shane at http://wiki.bestpractical.com/view/ClickableLinks. We've encountered a situation though which leaves me asking if anyone has created an evaluation for file:/// URLs. We have network drives which, if were made clickable would relieve numerous headaches caused by our sales team. I'm not good with regexes at all so can't really look at this and come up with much on my own. Any help would be appreciated. -- Keep up with me and what I'm up to: http://theillien.blogspot.com From erkdog+lists at fiftypounds.com Mon Feb 25 13:24:47 2008 From: erkdog+lists at fiftypounds.com (Matt Westfall) Date: Mon, 25 Feb 2008 13:24:47 -0500 Subject: [rt-users] AdminCC not working Message-ID: <47C307EF.4050803@fiftypounds.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've got a pretty weird problem going on here. I have the group "Admins" set as the AdminCC watcher for all my queues. When I create a ticket the members of the group get the AdminCC ticket created template, but they are not added as AdminCCs under "People" so they don't get future updates. Any ideas? RT 3.6.6 Set( $rtname, 'rt.ecansol.com'); Set($Organization , "rt.ecansol.com"); Set($OwnerEmail , 'sysadmin at ecansol.com'); Set($CorrespondAddress , 'support at ecansol.net'); Set($CommentAddress , 'rt-comment at ecansol.net'); Set($WebPort , 443);# + ($< * 7274) % 32766 + ($< && 1024)); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "https://rt.ecansol.com:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($OldestTransactionsFirst, '0'); #Set($SendmailArguments , "-ODeliveryMode=q -oi -t"); 1; - -- Matt Westfall Owner / Operator FiftyPounds Internet http://www.fiftypounds.com This message is digitally signed with Pretty Good Privacy (PGP) Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFHwwfvb/8X6V5MpAURAobQAJ4n7SIcdMPTTu6WHumqCgNwvmm1XwCgzusv m8ZPVwycEINyKlhYiZgyYkc= =tgIu -----END PGP SIGNATURE----- From mccarthy at cablespeed.com Mon Feb 25 13:21:34 2008 From: mccarthy at cablespeed.com (mccarthy at cablespeed.com) Date: Mon, 25 Feb 2008 13:21:34 -0500 Subject: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email Failing To Create Ticket Message-ID: An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Feb 25 13:32:17 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Feb 2008 21:32:17 +0300 Subject: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email Failing To Create Ticket In-Reply-To: References: Message-ID: <589c94400802251032y7f122df6mab23f56966454e47@mail.gmail.com> You have no : in --url http:// instead of http// On Mon, Feb 25, 2008 at 9:21 PM, wrote: > > > All > > This is a new install of RT on CentOS 5.1 using the rpm from the > tlviewer.org (thank you). Most of it went well, rt works fine can create > tickets, queues, groups, etc. I am new to RT and still configuring. But > incoming email is failing to create ticket. Outgoing notification work fine > I am usining sendmail, and have tested the alias but the issue appears to be > at rt-mailgate As just a line command fails. I have reviewed the list and > seen that the new version of RT uses http to interact and send mail. Here is > the test message and the failures. > > > > cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue telephony > --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/ rt-mailgate line 102, <> line > 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/ > 5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /u sr/sbin/rt-mailgate line 150, <> > line 1. > [root at rt ~]# cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue > telephony-problem --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/rt-mailgate line 102, <> line 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /usr/sbin/rt-mailgate line 150, <> line 1. > > > > I can supply any information needed:Below is RT_SiteConfig etc. Please tell > me what to include. Also though may be unrelated, I have two other > installation issues; the root redirect (/ vs. "/rt3" does not work from > RT_SiteConfig and the log redirect fails (see commented out configs below). > Again I can supply any information needed. Not sure what you may need. > > Thanks in advance. > Tom > mccarthy at cablespeed.com > > cat /etc/rt3/RT_SiteConfig.pm > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > Set( $rtname, 'BroadStripe'); > > # Set( $Organization , "example.com"); > > # Look into the zoneinfo database for valid values (/usr/share/zoneinfo/) > Set( $Timezone , 'US/Central'); > > Set( $WebBaseURL , "http://rt.millennium.corp"); > > Set( $WebPath , "/rt3"); > #My Customizations > Set($CorrespondAddress, 'rt at broadstripe.com'); > Set($CommentAddress, 'rtcomment at broadstripe.com'); > #Set($LogToSyslog, ''); > #Set($LogToFile, 'debug'); > #Set($LogDir, '/var/log/rt3'); > #Set($LogToFileNamed , 'rt.log'); > Set($OwnerEmail, "rtadmin at broadstripe.com"); > Set($MyTicketsLength, 20); > > > 1; > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From mathew.snyder at gmail.com Mon Feb 25 14:00:10 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 25 Feb 2008 14:00:10 -0500 Subject: [rt-users] Query in script not working In-Reply-To: <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> Message-ID: <47C3103A.8060604@gmail.com> I've got the dates working. However, the tickets retrieved are still based on the day starting at 05:00:00 and ending the following morning at the same time. How can I tell it to only return tickets from between 00:00:00 and 23:59:00? Mathew Stephen Turner wrote: > Quoting Mathew Snyder : > >> I'm trying to get all of the tickets which, for any given day, were >> LastUpdated >> 'yesterday'. When I do a search within RT using " LastUpdated = >> '2008-02-24' >> AND ( Queue = 'CustomerCare' OR Queue = 'TechOps' )" I'm shown 8 >> tickets. >> However, when I run the following script I get nothing. >> >> > > Mathew, > > What do you get if you put 'print $yesterday' in your script? Also, > printing > $tix->BuildSelectQuery (after the FromSQL statement) will show you the > actual > sql statement being used, and might be helpful. > > Steve -- Keep up with me and what I'm up to: http://theillien.blogspot.com From sturner at MIT.EDU Mon Feb 25 14:24:19 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 25 Feb 2008 14:24:19 -0500 Subject: [rt-users] Query in script not working In-Reply-To: <47C3103A.8060604@gmail.com> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> <47C3103A.8060604@gmail.com> Message-ID: <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> Quoting Mathew Snyder : > I've got the dates working. However, the tickets retrieved are still > based on > the day starting at 05:00:00 and ending the following morning at the > same time. > How can I tell it to only return tickets from between 00:00:00 and 23:59:00? > > Mathew > > You are actually getting the tickets you want - the dates are stored in the database as GMT and so appear different by 5 hours from what you see on the screen. It looks a bit strange, but it works fine. BTW - what was the problem that you fixed with the dates? Steve From mathew.snyder at gmail.com Mon Feb 25 14:28:39 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 25 Feb 2008 14:28:39 -0500 Subject: [rt-users] Query in script not working In-Reply-To: <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> <47C3103A.8060604@gmail.com> <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> Message-ID: <47C316E7.4050608@gmail.com> Stephen Turner wrote: > Quoting Mathew Snyder : > >> I've got the dates working. However, the tickets retrieved are still >> based on >> the day starting at 05:00:00 and ending the following morning at the >> same time. >> How can I tell it to only return tickets from between 00:00:00 and >> 23:59:00? >> >> Mathew >> >> > > You are actually getting the tickets you want - the dates are stored in the > database as GMT and so appear different by 5 hours from what you see on the > screen. It looks a bit strange, but it works fine. > > BTW - what was the problem that you fixed with the dates? > > Steve Honestly, I haven't a clue. I commented out the lines that create the date my @date = (localtime(time-86400)[3 .. 5]; my $yesterday = join "-", ($date[2] + 1900, (sprintf '%02d',$date[1] + 1), (sprintf '%02d', $date[0])); and entered a static date for $yesterday. I also changed the quotes on the query to being doubles on the outside and singles on the inside. After I found the script to work I reverted the changes and uncommented the above lines. It has been returning properly since. Is there a way to shift the timestamp so as to avoid any confusion? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From gleduc at mail.sdsu.edu Mon Feb 25 14:31:41 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 25 Feb 2008 11:31:41 -0800 Subject: [rt-users] AdminCC not working In-Reply-To: <47C307EF.4050803@fiftypounds.com> References: <47C307EF.4050803@fiftypounds.com> Message-ID: <6.2.1.2.2.20080225112733.022e2008@mail.sdsu.edu> Hi Matt, I don't think the Queue AdminCcs show up within tickets. They don't on my system, but they do get the mail that they are supposed to get. I'm pretty sure that the "people" entries would only show watchers that have been added to the ticket via a script or the ticket's "People" tab. Regards, Gene At 10:24 AM 2/25/2008, Matt Westfall wrote: >-----BEGIN PGP SIGNED MESSAGE----- >Hash: SHA1 > >I've got a pretty weird problem going on here. > >I have the group "Admins" set as the AdminCC watcher for all my queues. > >When I create a ticket the members of the group get the AdminCC ticket >created template, but they are not added as AdminCCs under "People" so >they don't get future updates. > >Any ideas? > >RT 3.6.6 > >Set( $rtname, 'rt.ecansol.com'); > > >Set($Organization , "rt.ecansol.com"); > > >Set($OwnerEmail , 'sysadmin at ecansol.com'); > >Set($CorrespondAddress , 'support at ecansol.net'); > >Set($CommentAddress , 'rt-comment at ecansol.net'); > >Set($WebPort , 443);# + ($< * 7274) % 32766 + ($< && 1024)); > ># This is the Scheme, server and port for constructing urls to webrt ># $WebBaseURL doesn't need a trailing / > >Set($WebBaseURL , "https://rt.ecansol.com:$WebPort"); > >Set($WebURL , $WebBaseURL . $WebPath . "/"); > >Set($OldestTransactionsFirst, '0'); > >#Set($SendmailArguments , "-ODeliveryMode=q -oi -t"); > > >1; > >- -- >Matt Westfall >Owner / Operator >FiftyPounds Internet >http://www.fiftypounds.com > >This message is digitally signed with Pretty Good Privacy (PGP) >Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy > >-----BEGIN PGP SIGNATURE----- >Version: GnuPG v1.4.7 (MingW32) >Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > >iD8DBQFHwwfvb/8X6V5MpAURAobQAJ4n7SIcdMPTTu6WHumqCgNwvmm1XwCgzusv >m8ZPVwycEINyKlhYiZgyYkc= >=tgIu >-----END PGP SIGNATURE----- >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From mccarthy at cablespeed.com Mon Feb 25 14:59:56 2008 From: mccarthy at cablespeed.com (tmccarthy) Date: Mon, 25 Feb 2008 13:59:56 -0600 Subject: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email Failing To Create Ticket In-Reply-To: <589c94400802251032y7f122df6mab23f56966454e47@mail.gmail.com> References: <589c94400802251032y7f122df6mab23f56966454e47@mail.gmail.com> Message-ID: <004b01c877e9$015ff3d0$0c0010ac@newwave.local> Ruslan Thank you, My only poor excuse is to blame the decongestants, though now I have a new error( the old ones taught me about alias entries, smrsh etc.) C # cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue telephony-problem --url http://172.16.2.123/rt3/ Connecting to http://172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at /usr/sbin/rt-mailgate line 102, <> line 1. not ok - Could not load a valid user at /usr/sbin/rt-mailgate line 111, <> line 1. I have given "everyone" permission to create ticket and comment on a ticket and modifyACL on the telephony-problem queue. Is there another place I must give permission? Can your clear insight help me? In the meantime I will search the posts. Also is there an way to search thought the posts? I tried Google advanced with a restriction on the url? But not sure it is scanning everything. Best Tom -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, February 25, 2008 12:32 PM To: mccarthy at cablespeed.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email Failing To Create Ticket You have no : in --url http:// instead of http// On Mon, Feb 25, 2008 at 9:21 PM, wrote: > > > All > > This is a new install of RT on CentOS 5.1 using the rpm from the > tlviewer.org (thank you). Most of it went well, rt works fine can create > tickets, queues, groups, etc. I am new to RT and still configuring. But > incoming email is failing to create ticket. Outgoing notification work fine > I am usining sendmail, and have tested the alias but the issue appears to be > at rt-mailgate As just a line command fails. I have reviewed the list and > seen that the new version of RT uses http to interact and send mail. Here is > the test message and the failures. > > > > cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue telephony > --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/ rt-mailgate line 102, <> line > 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/ > 5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /u sr/sbin/rt-mailgate line 150, <> > line 1. > [root at rt ~]# cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue > telephony-problem --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/rt-mailgate line 102, <> line 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /usr/sbin/rt-mailgate line 150, <> line 1. > > > > I can supply any information needed:Below is RT_SiteConfig etc. Please tell > me what to include. Also though may be unrelated, I have two other > installation issues; the root redirect (/ vs. "/rt3" does not work from > RT_SiteConfig and the log redirect fails (see commented out configs below). > Again I can supply any information needed. Not sure what you may need. > > Thanks in advance. > Tom > mccarthy at cablespeed.com > > cat /etc/rt3/RT_SiteConfig.pm > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > Set( $rtname, 'BroadStripe'); > > # Set( $Organization , "example.com"); > > # Look into the zoneinfo database for valid values (/usr/share/zoneinfo/) > Set( $Timezone , 'US/Central'); > > Set( $WebBaseURL , "http://rt.millennium.corp"); > > Set( $WebPath , "/rt3"); > #My Customizations > Set($CorrespondAddress, 'rt at broadstripe.com'); > Set($CommentAddress, 'rtcomment at broadstripe.com'); > #Set($LogToSyslog, ''); > #Set($LogToFile, 'debug'); > #Set($LogDir, '/var/log/rt3'); > #Set($LogToFileNamed , 'rt.log'); > Set($OwnerEmail, "rtadmin at broadstripe.com"); > Set($MyTicketsLength, 20); > > > 1; > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From fabric at northwestern.edu Mon Feb 25 15:09:30 2008 From: fabric at northwestern.edu (Chris Fabri) Date: Mon, 25 Feb 2008 14:09:30 -0600 Subject: [rt-users] behavior of email with multiple attachments Message-ID: <47C3207A.6080303@northwestern.edu> We had an issue in rt 3.6.3 where only part of a reply comes through in email, but the whole reply is visible in the web interface. It looks like the user sent (or had formatted) a reply as a couple of plain text attachements, and only the first attachment is making it through the email. The web reply has all the content displayed, and the plaintext attachements are visible there. Is this expected behavior? chris From ruz at bestpractical.com Mon Feb 25 15:22:27 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 25 Feb 2008 23:22:27 +0300 Subject: [rt-users] behavior of email with multiple attachments In-Reply-To: <47C3207A.6080303@northwestern.edu> References: <47C3207A.6080303@northwestern.edu> Message-ID: <589c94400802251222k32c74b0bm398b7fa47db6a07a@mail.gmail.com> yep, only top most text part is treated as content of a transaction, all other parts are treated as attachments. You can configure notifications to attach those objects as well to outgoing emails. Read about that on the wiki - page Template. As well, you can add links to those parts instead of sending them, this is also described on the wiki. On Mon, Feb 25, 2008 at 11:09 PM, Chris Fabri wrote: > We had an issue in rt 3.6.3 where only part of a reply comes through in > email, but the whole reply is visible in the web interface. It looks > like the user sent (or had formatted) a reply as a couple of plain text > attachements, and only the first attachment is making it through the > email. The web reply has all the content displayed, and the plaintext > attachements are visible there. Is this expected behavior? chris > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From KFCrocker at lbl.gov Mon Feb 25 16:20:54 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 25 Feb 2008 13:20:54 -0800 Subject: [rt-users] AdminCC not working In-Reply-To: <6.2.1.2.2.20080225112733.022e2008@mail.sdsu.edu> References: <47C307EF.4050803@fiftypounds.com> <6.2.1.2.2.20080225112733.022e2008@mail.sdsu.edu> Message-ID: <47C33136.8020701@lbl.gov> Matt, I'm in agreement with Gene. Being added to the "Ticket" adminccc has nothing to do with getting notifications on future updates. As to why they are not getting any update info notifications, what scrips have you set up to do that? Kenn LBNL On 2/25/2008 11:31 AM, Gene LeDuc wrote: > Hi Matt, > > I don't think the Queue AdminCcs show up within tickets. They don't on my > system, but they do get the mail that they are supposed to get. I'm pretty > sure that the "people" entries would only show watchers that have been > added to the ticket via a script or the ticket's "People" tab. > > Regards, > Gene > > At 10:24 AM 2/25/2008, Matt Westfall wrote: >> -----BEGIN PGP SIGNED MESSAGE----- >> Hash: SHA1 >> >> I've got a pretty weird problem going on here. >> >> I have the group "Admins" set as the AdminCC watcher for all my queues. >> >> When I create a ticket the members of the group get the AdminCC ticket >> created template, but they are not added as AdminCCs under "People" so >> they don't get future updates. >> >> Any ideas? >> >> RT 3.6.6 >> >> Set( $rtname, 'rt.ecansol.com'); >> >> >> Set($Organization , "rt.ecansol.com"); >> >> >> Set($OwnerEmail , 'sysadmin at ecansol.com'); >> >> Set($CorrespondAddress , 'support at ecansol.net'); >> >> Set($CommentAddress , 'rt-comment at ecansol.net'); >> >> Set($WebPort , 443);# + ($< * 7274) % 32766 + ($< && 1024)); >> >> # This is the Scheme, server and port for constructing urls to webrt >> # $WebBaseURL doesn't need a trailing / >> >> Set($WebBaseURL , "https://rt.ecansol.com:$WebPort"); >> >> Set($WebURL , $WebBaseURL . $WebPath . "/"); >> >> Set($OldestTransactionsFirst, '0'); >> >> #Set($SendmailArguments , "-ODeliveryMode=q -oi -t"); >> >> >> 1; >> >> - -- >> Matt Westfall >> Owner / Operator >> FiftyPounds Internet >> http://www.fiftypounds.com >> >> This message is digitally signed with Pretty Good Privacy (PGP) >> Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy >> >> -----BEGIN PGP SIGNATURE----- >> Version: GnuPG v1.4.7 (MingW32) >> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org >> >> iD8DBQFHwwfvb/8X6V5MpAURAobQAJ4n7SIcdMPTTu6WHumqCgNwvmm1XwCgzusv >> m8ZPVwycEINyKlhYiZgyYkc= >> =tgIu >> -----END PGP SIGNATURE----- >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From kristian.davies at gmail.com Mon Feb 25 16:44:06 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 25 Feb 2008 21:44:06 +0000 Subject: [rt-users] rt scripting Message-ID: Problem: Retrieve list of privilidged users automagicallu. What is the best way to do this? I'm guessing it's not attacking the db directly. Having poked around the code, i tried to replicate what the configuration>users page with the perl api but due to my lack of perl foo i failed quite badly. Does anyone have the skeleton code at least with the CurrentUser/Session part (this is the bit i couldn't do.. so far)? Cheers, Kristian From mathew.snyder at gmail.com Mon Feb 25 16:46:39 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 25 Feb 2008 16:46:39 -0500 Subject: [rt-users] rt scripting In-Reply-To: References: Message-ID: <47C3373F.90004@gmail.com> my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; Kristian Davies wrote: > Problem: Retrieve list of privilidged users automagicallu. > > What is the best way to do this? > > I'm guessing it's not attacking the db directly. > > Having poked around the code, i tried to replicate what the > configuration>users page with the perl api but due to my lack of perl > foo i failed quite badly. > > Does anyone have the skeleton code at least with the > CurrentUser/Session part (this is the bit i couldn't do.. so far)? > > Cheers, > Kristian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com From mccarthy at cablespeed.com Mon Feb 25 16:53:52 2008 From: mccarthy at cablespeed.com (tmccarthy) Date: Mon, 25 Feb 2008 15:53:52 -0600 Subject: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email FailingTo Create Ticket In-Reply-To: <004b01c877e9$015ff3d0$0c0010ac@newwave.local> References: <589c94400802251032y7f122df6mab23f56966454e47@mail.gmail.com> <004b01c877e9$015ff3d0$0c0010ac@newwave.local> Message-ID: <005001c877f8$ee65e8b0$0c0010ac@newwave.local> To answer a couple of my own questions. Google advanced works on bestpractical.com. List.bestpractical.com does not work.??? Many entries on "Valid User" and I am not using LDAP. (though thinking of it for the future) Looks like I have got the permission correct. But will try other variations. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of tmccarthy Sent: Monday, February 25, 2008 2:00 PM To: 'Ruslan Zakirov' Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email FailingTo Create Ticket Ruslan Thank you, My only poor excuse is to blame the decongestants, though now I have a new error( the old ones taught me about alias entries, smrsh etc.) C # cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue telephony-problem --url http://172.16.2.123/rt3/ Connecting to http://172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at /usr/sbin/rt-mailgate line 102, <> line 1. not ok - Could not load a valid user at /usr/sbin/rt-mailgate line 111, <> line 1. I have given "everyone" permission to create ticket and comment on a ticket and modifyACL on the telephony-problem queue. Is there another place I must give permission? Can your clear insight help me? In the meantime I will search the posts. Also is there an way to search thought the posts? I tried Google advanced with a restriction on the url? But not sure it is scanning everything. Best Tom -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, February 25, 2008 12:32 PM To: mccarthy at cablespeed.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email Failing To Create Ticket You have no : in --url http:// instead of http// On Mon, Feb 25, 2008 at 9:21 PM, wrote: > > > All > > This is a new install of RT on CentOS 5.1 using the rpm from the > tlviewer.org (thank you). Most of it went well, rt works fine can create > tickets, queues, groups, etc. I am new to RT and still configuring. But > incoming email is failing to create ticket. Outgoing notification work fine > I am usining sendmail, and have tested the alias but the issue appears to be > at rt-mailgate As just a line command fails. I have reviewed the list and > seen that the new version of RT uses http to interact and send mail. Here is > the test message and the failures. > > > > cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue telephony > --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/ rt-mailgate line 102, <> line > 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/ > 5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /u sr/sbin/rt-mailgate line 150, <> > line 1. > [root at rt ~]# cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue > telephony-problem --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/rt-mailgate line 102, <> line 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /usr/sbin/rt-mailgate line 150, <> line 1. > > > > I can supply any information needed:Below is RT_SiteConfig etc. Please tell > me what to include. Also though may be unrelated, I have two other > installation issues; the root redirect (/ vs. "/rt3" does not work from > RT_SiteConfig and the log redirect fails (see commented out configs below). > Again I can supply any information needed. Not sure what you may need. > > Thanks in advance. > Tom > mccarthy at cablespeed.com > > cat /etc/rt3/RT_SiteConfig.pm > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > Set( $rtname, 'BroadStripe'); > > # Set( $Organization , "example.com"); > > # Look into the zoneinfo database for valid values (/usr/share/zoneinfo/) > Set( $Timezone , 'US/Central'); > > Set( $WebBaseURL , "http://rt.millennium.corp"); > > Set( $WebPath , "/rt3"); > #My Customizations > Set($CorrespondAddress, 'rt at broadstripe.com'); > Set($CommentAddress, 'rtcomment at broadstripe.com'); > #Set($LogToSyslog, ''); > #Set($LogToFile, 'debug'); > #Set($LogDir, '/var/log/rt3'); > #Set($LogToFileNamed , 'rt.log'); > Set($OwnerEmail, "rtadmin at broadstripe.com"); > Set($MyTicketsLength, 20); > > > 1; > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From kristian.davies at gmail.com Mon Feb 25 17:00:12 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 25 Feb 2008 22:00:12 +0000 Subject: [rt-users] rt scripting In-Reply-To: <47C3373F.90004@gmail.com> References: <47C3373F.90004@gmail.com> Message-ID: On Mon, Feb 25, 2008 at 9:46 PM, Mathew Snyder wrote: > my $users = new RT::Users(RT::SystemUser); > $users->LimitToPrivileged; Ahh-haa.. My code is like a rubik's cube, if I shake it hard enough all the bits fall in place. This is now working. Thanks very much! -Kristian From djtavria at iupui.edu Mon Feb 25 16:34:15 2008 From: djtavria at iupui.edu (David Tauriainen) Date: Mon, 25 Feb 2008 16:34:15 -0500 Subject: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email Failing To Create Ticket In-Reply-To: <004b01c877e9$015ff3d0$0c0010ac@newwave.local> References: <589c94400802251032y7f122df6mab23f56966454e47@mail.gmail.com> <004b01c877e9$015ff3d0$0c0010ac@newwave.local> Message-ID: <47C33457.9060308@iupui.edu> tmccarthy wrote: > # cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue > telephony-problem --url http://172.16.2.123/rt3/ > Connecting to http://172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/rt-mailgate line 102, <> line 1. > not ok - Could not load a valid user at /usr/sbin/rt-mailgate line 111, <> > line 1. > Try double checking that /usr/bin/test file to make sure it's a text-file with something like: To: rt-foo at mydomain From: tmccarthy Subject: TEST Testing 1 2 3 4 I have a _strong_ feeling that /usr/bin/test is a binary. Type file /usr/bin/test to make sure. It will likely come back with something like /usr/bin/test: ELF 64-bit LSB executable, x86-64, version 1... I had an issue where my From: line in my test file was mistyped, and RT returned this error when it could not create a user from the From: line info. If you're using a binary as your test email, it will be very likely that your From: line looks _very_ mistyped. ;) From aallard at contournetworks.com Mon Feb 25 17:20:31 2008 From: aallard at contournetworks.com (Aaron Allard) Date: Mon, 25 Feb 2008 15:20:31 -0700 Subject: [rt-users] Remove Auto Create User Message-ID: <2CC69F840555CB43B04195F218CCB57FD5B231@COENGEX01.cctus.com> I have spent about 4 hours trying to find out how to stop the auto creation of users. I need RT to only accept users that are specifically created through the administration of RT by an administrator. I have found one thread: http://www.gossamer-threads.com/lists/rt/users/17680?search_string=auto% 20create%20user;#17680 that comes close to a solid fix for this but not quite. This is a production system so I need a solid fix. OS=RHEL3.4 RT=3.6.5 Thank you, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From micah at onshore.com Mon Feb 25 17:53:02 2008 From: micah at onshore.com (Micah Gersten) Date: Mon, 25 Feb 2008 16:53:02 -0600 Subject: [rt-users] Remove Auto Create User In-Reply-To: <2CC69F840555CB43B04195F218CCB57FD5B231@COENGEX01.cctus.com> References: <2CC69F840555CB43B04195F218CCB57FD5B231@COENGEX01.cctus.com> Message-ID: <00a701c87801$2d091710$54c09242@voyager> What if you remove the create ticket right from Everyone and Unprivileged? Micah Gersten onShore Networks www.onshore.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Allard Sent: Monday, February 25, 2008 4:21 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Remove Auto Create User I have spent about 4 hours trying to find out how to stop the auto creation of users. I need RT to only accept users that are specifically created through the administration of RT by an administrator. I have found one thread: HYPERLINK "http://www.gossamer-threads.com/lists/rt/users/17680?search_string=auto%20c reate%20user;#17680"http://www.gossamer-threads.com/lists/rt/users/17680?sea rch_string=auto%20create%20user;#17680 that comes close to a solid fix for this but not quite. This is a production system so I need a solid fix. OS=RHEL3.4 RT=3.6.5 Thank you, Aaron No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.21.1/1297 - Release Date: 2/25/2008 9:22 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.21.1/1297 - Release Date: 2/25/2008 9:22 AM -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Feb 25 18:30:27 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 25 Feb 2008 15:30:27 -0800 Subject: [rt-users] Remove Auto Create User In-Reply-To: <2CC69F840555CB43B04195F218CCB57FD5B231@COENGEX01.cctus.com> References: <2CC69F840555CB43B04195F218CCB57FD5B231@COENGEX01.cctus.com> Message-ID: <47C34F93.9090801@lbl.gov> Aaron, From my little bit knowledge, I think turning off the following settings in RT_SiteConfig.pm would do it: Set($LookupSenderInExternalDatabase, 0); Set($SenderMustExistInExternalDatabase, 0); Set($LdapAutoCreateNonLdapUsers, 0); I'm sure there is someone out there who knows more. Hope this helps. Kenn LBNL On 2/25/2008 2:20 PM, Aaron Allard wrote: > I have spent about 4 hours trying to find out how to stop the auto > creation of users. I need RT to only accept users that are specifically > created through the administration of RT by an administrator. > > > > I have found one thread: > http://www.gossamer-threads.com/lists/rt/users/17680?search_string=auto%20create%20user;#17680 > that comes close to a solid fix for this but not quite. This is a > production system so I need a solid fix. OS=RHEL3.4 RT=3.6.5 > > > > *Thank you, Aaron* > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sam.howard at officepcsupport.com Mon Feb 25 20:29:44 2008 From: sam.howard at officepcsupport.com (Samuel P. Howard) Date: Mon, 25 Feb 2008 18:29:44 -0700 Subject: [rt-users] Upgrading from RT 3.6.1 to 3.6.4 Message-ID: <47C36B88.4090106@OfficePCSupport.com> I have an existing RT 3.6.1 installation that I want to migrate to a new webserver (Ubuntu 7.10 Gutsy Gibbon), which has 3.6.4 in the repository ... Is there a clean way to do this??? I'm figuring, if I just point a new instance at the old database, that won't work, but I'm not sure which upgrade scripts (I hope there are scripts) I can run manually against the database to bring it up to speed so the new install will talk to it. I looked through the recent rt-users traffic but didn't see anything that would immediately apply to my situation. Any ideas or recommendations where to start? --Sam From benr at tlcdatasecurity.com.au Mon Feb 25 21:03:19 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Tue, 26 Feb 2008 13:03:19 +1100 Subject: [rt-users] That ticket has unresolved dependencies Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462C49B9D@kookaburra.TLCIT.biz> We have a couple of tickets that are not allowing us to resolve them, reporting "That ticket has unresolved dependencies". Looking at the ticket Links there are no dependencies listed. Does anyone have any suggestions about how to either resolve the offending tickets, or locate any linked tickets that it may think are dependencies but for some reason are not being shown? Thanks for the assist. BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From mccarthy at cablespeed.com Mon Feb 25 22:04:37 2008 From: mccarthy at cablespeed.com (tmccarthy) Date: Mon, 25 Feb 2008 21:04:37 -0600 Subject: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email FailingTo Create Ticket -- Fixed It In-Reply-To: <005001c877f8$ee65e8b0$0c0010ac@newwave.local> References: <589c94400802251032y7f122df6mab23f56966454e47@mail.gmail.com> <004b01c877e9$015ff3d0$0c0010ac@newwave.local> <005001c877f8$ee65e8b0$0c0010ac@newwave.local> Message-ID: <008701c87824$54763d50$0c0010ac@newwave.local> All Thank you for your help. To document root cause and fix. In Sendmail alias file when you use an IP address for url it fails. When you replace the IP with "localhost" it works. Rt-mailgate --url http://172.1.1.13/rt3 fails rt-mailgate --url http://localhost/rt3 works by the way, just to make it interesting rt-mailgate --url http://172.1.1.13/rt3 works at the command line. Again thanks Best Tom -----Original Message----- From: tmccarthy [mailto:mccarthy at cablespeed.com] Sent: Monday, February 25, 2008 3:54 PM To: 'tmccarthy'; 'Ruslan Zakirov' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email FailingTo Create Ticket To answer a couple of my own questions. Google advanced works on bestpractical.com. List.bestpractical.com does not work.??? Many entries on "Valid User" and I am not using LDAP. (though thinking of it for the future) Looks like I have got the permission correct. But will try other variations. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of tmccarthy Sent: Monday, February 25, 2008 2:00 PM To: 'Ruslan Zakirov' Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email FailingTo Create Ticket Ruslan Thank you, My only poor excuse is to blame the decongestants, though now I have a new error( the old ones taught me about alias entries, smrsh etc.) C # cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue telephony-problem --url http://172.16.2.123/rt3/ Connecting to http://172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at /usr/sbin/rt-mailgate line 102, <> line 1. not ok - Could not load a valid user at /usr/sbin/rt-mailgate line 111, <> line 1. I have given "everyone" permission to create ticket and comment on a ticket and modifyACL on the telephony-problem queue. Is there another place I must give permission? Can your clear insight help me? In the meantime I will search the posts. Also is there an way to search thought the posts? I tried Google advanced with a restriction on the url? But not sure it is scanning everything. Best Tom -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, February 25, 2008 12:32 PM To: mccarthy at cablespeed.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New Clean Install RT 3.6.5 -- Incoming Email Failing To Create Ticket You have no : in --url http:// instead of http// On Mon, Feb 25, 2008 at 9:21 PM, wrote: > > > All > > This is a new install of RT on CentOS 5.1 using the rpm from the > tlviewer.org (thank you). Most of it went well, rt works fine can create > tickets, queues, groups, etc. I am new to RT and still configuring. But > incoming email is failing to create ticket. Outgoing notification work fine > I am usining sendmail, and have tested the alias but the issue appears to be > at rt-mailgate As just a line command fails. I have reviewed the list and > seen that the new version of RT uses http to interact and send mail. Here is > the test message and the failures. > > > > cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue telephony > --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/ rt-mailgate line 102, <> line > 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/ > 5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /u sr/sbin/rt-mailgate line 150, <> > line 1. > [root at rt ~]# cat /usr/bin/test | /usr/sbin/rt-mailgate --debug --queue > telephony-problem --url http//172.16.2.123/rt3/ > Connecting to http//172.16.2.123/rt3//REST/1.0/NoAuth/mail-gateway at > /usr/sbin/rt-mailgate line 102, <> line 1. > Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/5.8.8/HTTP/Cookies.pm line 45, <> line 1. > An Error Occurred > ================= > > 400 URL must be absolute > This is /usr/sbin/rt-mailgate exiting because of an undefined server error > at /usr/sbin/rt-mailgate line 150, <> line 1. > > > > I can supply any information needed:Below is RT_SiteConfig etc. Please tell > me what to include. Also though may be unrelated, I have two other > installation issues; the root redirect (/ vs. "/rt3" does not work from > RT_SiteConfig and the log redirect fails (see commented out configs below). > Again I can supply any information needed. Not sure what you may need. > > Thanks in advance. > Tom > mccarthy at cablespeed.com > > cat /etc/rt3/RT_SiteConfig.pm > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > Set( $rtname, 'BroadStripe'); > > # Set( $Organization , "example.com"); > > # Look into the zoneinfo database for valid values (/usr/share/zoneinfo/) > Set( $Timezone , 'US/Central'); > > Set( $WebBaseURL , "http://rt.millennium.corp"); > > Set( $WebPath , "/rt3"); > #My Customizations > Set($CorrespondAddress, 'rt at broadstripe.com'); > Set($CommentAddress, 'rtcomment at broadstripe.com'); > #Set($LogToSyslog, ''); > #Set($LogToFile, 'debug'); > #Set($LogDir, '/var/log/rt3'); > #Set($LogToFileNamed , 'rt.log'); > Set($OwnerEmail, "rtadmin at broadstripe.com"); > Set($MyTicketsLength, 20); > > > 1; > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From danie.marais at attix5.com Tue Feb 26 03:15:07 2008 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 26 Feb 2008 10:15:07 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? Message-ID: <007a01c8784f$b31ef880$6602a8c0@Danie> Can someone perhaps just confirm that an HTTP and HTTPS combination is not possible? Thanks _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Danie Marais Sent: 22 February 2008 10:24 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] HTTP and HTTPS on same RT server? Hi All The RT mailing list archives seem a bit silent on this one. I need SelfService tickets to be accessed over HTTP but engineers must login with HTTPS. So I have enabled both HTTP and HTTPS on apache for my RT server. By correctly setting the WebBaseURL in RT_SiteConfig.pm to http or https I can get either one of the two working but not both at the same time. If http is specified then you cannot submit replies in https and vice versa. Can anyone please help me to set up so that both are fully functional simultaneously? { RT_SiteConfig pm setting = Set($WebBaseURL , "https://rt.attix5.com"); } Thanks Danie -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT00113.txt URL: From oliver.jeeves at geneity.co.uk Tue Feb 26 04:45:11 2008 From: oliver.jeeves at geneity.co.uk (Oliver Jeeves) Date: Tue, 26 Feb 2008 09:45:11 +0000 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <007a01c8784f$b31ef880$6602a8c0@Danie> References: <007a01c8784f$b31ef880$6602a8c0@Danie> Message-ID: <47C3DFA7.6010600@geneity.co.uk> Danie Marais wrote: > Can someone perhaps just confirm that an HTTP and HTTPS combination is > not possible? > > Thanks I don't see why it wouldn't be possible. You can have both an HTTP and an HTTPS site serving the same pages, and then redirect people between the two based on certain conditions, probably logged in user, or even based on a custom field. Is there any reason why you don't want to use HTTPS for both SelfService users and engineers? From danie.marais at attix5.com Tue Feb 26 05:37:30 2008 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 26 Feb 2008 12:37:30 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <47C3DFA7.6010600@geneity.co.uk> References: <007a01c8784f$b31ef880$6602a8c0@Danie> <47C3DFA7.6010600@geneity.co.uk> Message-ID: <00d001c87863$973ad5d0$6602a8c0@Danie> > > Can someone perhaps just confirm that an HTTP and HTTPS > combination is > > not possible? > > > > Thanks > I don't see why it wouldn't be possible. You can have both an HTTP and > an HTTPS site serving the same pages, and then redirect people between > the two based on certain conditions, probably logged in user, or even > based on a custom field. > > Is there any reason why you don't want to use HTTPS for both > SelfService > users and engineers? I'm not keen to buy an expensive web certificate. SelfService does not warrant that level of security, but engineers can be instructed to import the web certificate. And HTTP requires slightly less resources. My current problem is that by correctly setting the WebBaseURL in RT_SiteConfig.pm to http or https I can get either one of the two working but not both at the same time. If http is specified then you cannot submit replies in https and vice versa. From mathew.snyder at gmail.com Tue Feb 26 06:40:04 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 26 Feb 2008 06:40:04 -0500 Subject: [rt-users] Query in script not working In-Reply-To: <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> <47C3103A.8060604@gmail.com> <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> Message-ID: <47C3FA94.7080005@gmail.com> FWIW, this is the script I came up with: #!/usr/bin/perl ########################################### # Name: daily_transactions.pl # Version: 0.1 # Author: Mathew Snyder # Date: February 24, 2008 # Comments: This is a script which lists # how many transactions are # performed per hour. ########################################## use warnings; use strict; use lib '/usr/local/rt3/lib'; use lib '/usr/local/rt3/local/lib'; use lib '/usr/local/lib'; use RT; use RT::Tickets; use RT::Users; use Date::Parse; use Reports::Emails; use MIME::Lite; RT::LoadConfig(); RT::Init(); my (%userID,%transCount); my @date = (localtime(time - 86400))[3 .. 5]; my $yesterday = join "-", ($date[2] + 1900, (sprintf '%02d',$date[1] + 1), (sprintf '%02d', $date[0])); my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL("(Queue = 'CustomerCare' OR Queue = 'TechOps') AND LastUpdated = '" . $yesterday . "'"); my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; while (my $user = $users->Next) { next if $user->Name eq 'root' || $user->Name eq 'RT_System'; $userID{$user->Name} = undef; } while (my $ticket = $tix->Next) { my $transactions = $ticket->Transactions; while (my $transaction = $transactions->Next) { my $creator = $transaction->CreatorObj; my $user = $creator->Name; next unless exists($userID{$user}); next if $transaction->Creator == '1'; (my $tranDate = $transaction->Created) =~ s/\s.*$//; next unless $tranDate eq $yesterday; my $tranTime = (str2time($transaction->Created) - 18000); my $tranHour = (localtime($tranTime))[2]; my $hour = sprintf("%02d", $tranHour); $hour .= "00"; $transCount{$hour} += 1; } } open TRANSLOG, ">/work_reports/daily/transaction_report_$yesterday.txt"; print TRANSLOG "Report of the hourly ticket transactions committed on $yesterday\n\n"; printf TRANSLOG "%15s\n", "Trans"; printf TRANSLOG "%6s%9s\n", "Hour", "Count"; foreach my $time (sort keys %transCount) { printf TRANSLOG "%6s%7s\n", $time, $transCount{$time}; } close TRANSLOG; my $emailSubj = "Ticket Transaction Count for $yesterday"; my $emailMsg = "Attached is a log of the transactions committed per hour yesterday. If an hour does not appear it is safe to assume no transactions were created during that time."; # Prepare and send the email which with the report to all necessary parties. my $fullEmail = new MIME::Lite(From => $emailFrom, To => 'user at company.com', Bcc => 'user2 at company.com', Subject => $emailSubj, Type => "multipart/mixed"); $fullEmail->attach(Type => "TEXT", Data => $emailMsg); $fullEmail->attach(Type => "text/plain", Path => "/work_reports/daily/transaction_report_$yesterday.txt", Disposition => "attachment"); $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); Stephen Turner wrote: > Quoting Mathew Snyder : > >> I've got the dates working. However, the tickets retrieved are still >> based on >> the day starting at 05:00:00 and ending the following morning at the >> same time. >> How can I tell it to only return tickets from between 00:00:00 and >> 23:59:00? >> >> Mathew >> >> > > You are actually getting the tickets you want - the dates are stored in the > database as GMT and so appear different by 5 hours from what you see on the > screen. It looks a bit strange, but it works fine. > > BTW - what was the problem that you fixed with the dates? > > Steve -- Keep up with me and what I'm up to: http://theillien.blogspot.com From mathew.snyder at gmail.com Tue Feb 26 07:16:09 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 26 Feb 2008 07:16:09 -0500 Subject: [rt-users] Query in script not working In-Reply-To: <47C3FF74.6050302@pipex.net> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> <47C3103A.8060604@gmail.com> <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> <47C3FA94.7080005@gmail.com> <47C3FF74.6050302@pipex.net> Message-ID: <47C40309.5020505@gmail.com> Hmmm...that certainly would have been helpful. But I'm looking at the perldoc on Date.pm and I don't see SetToNow or GoBackDays Roy El-Hames wrote: > Hi Mathew; > > Not sure if you are aware of it, but in case you did not RT gives you a > very powerful Date functions in Date.pm, > from a perl script you can do the below: > > use RT::Date; > my $date = new RT::Date($RT::SystemUser); > $date->SetToNow(); > my $now = $date->ISO; > $date->GoBackDays(1); > my $yesterday = $date->ISO; > > You can also set to midnight, change zone etc ..look up lib/RT/Date.pm > > Roy > > > Mathew Snyder wrote: >> FWIW, this is the script I came up with: >> >> #!/usr/bin/perl >> >> ########################################### >> # Name: daily_transactions.pl >> # Version: 0.1 >> # Author: Mathew Snyder >> # Date: February 24, 2008 >> # Comments: This is a script which lists >> # how many transactions are >> # performed per hour. >> ########################################## >> >> use warnings; >> use strict; >> use lib '/usr/local/rt3/lib'; >> use lib '/usr/local/rt3/local/lib'; >> use lib '/usr/local/lib'; >> use RT; >> use RT::Tickets; >> use RT::Users; >> use Date::Parse; >> use Reports::Emails; >> use MIME::Lite; >> >> RT::LoadConfig(); >> RT::Init(); >> >> my (%userID,%transCount); >> my @date = (localtime(time - 86400))[3 .. 5]; >> my $yesterday = join "-", ($date[2] + 1900, (sprintf '%02d',$date[1] + >> 1), >> (sprintf '%02d', $date[0])); >> >> my $tix = new RT::Tickets(RT::SystemUser); >> $tix->FromSQL("(Queue = 'CustomerCare' OR Queue = 'TechOps') AND >> LastUpdated = >> '" . $yesterday . "'"); >> >> my $users = new RT::Users(RT::SystemUser); >> $users->LimitToPrivileged; >> >> while (my $user = $users->Next) { >> next if $user->Name eq 'root' || $user->Name eq 'RT_System'; >> $userID{$user->Name} = undef; >> } >> >> while (my $ticket = $tix->Next) { >> my $transactions = $ticket->Transactions; >> while (my $transaction = $transactions->Next) { >> my $creator = $transaction->CreatorObj; >> my $user = $creator->Name; >> next unless exists($userID{$user}); >> next if $transaction->Creator == '1'; >> (my $tranDate = $transaction->Created) =~ s/\s.*$//; >> next unless $tranDate eq $yesterday; >> my $tranTime = (str2time($transaction->Created) - 18000); >> my $tranHour = (localtime($tranTime))[2]; >> my $hour = sprintf("%02d", $tranHour); >> $hour .= "00"; >> $transCount{$hour} += 1; >> } >> } >> >> open TRANSLOG, ">/work_reports/daily/transaction_report_$yesterday.txt"; >> print TRANSLOG "Report of the hourly ticket transactions committed on >> $yesterday\n\n"; >> printf TRANSLOG "%15s\n", "Trans"; >> printf TRANSLOG "%6s%9s\n", "Hour", "Count"; >> >> foreach my $time (sort keys %transCount) { >> printf TRANSLOG "%6s%7s\n", $time, $transCount{$time}; >> } >> >> close TRANSLOG; >> >> my $emailSubj = "Ticket Transaction Count for $yesterday"; >> my $emailMsg = "Attached is a log of the transactions committed per hour >> yesterday. If an hour does not appear it is safe to assume no >> transactions were >> created during that time."; >> >> # Prepare and send the email which with the report to all necessary >> parties. >> my $fullEmail = new MIME::Lite(From => $emailFrom, >> To >> => 'user at company.com', >> Bcc >> => 'user2 at company.com', >> Subject >> => $emailSubj, >> Type >> => "multipart/mixed"); >> >> $fullEmail->attach(Type => "TEXT", >> Data => $emailMsg); >> >> $fullEmail->attach(Type => "text/plain", >> Path => >> "/work_reports/daily/transaction_report_$yesterday.txt", >> Disposition => "attachment"); >> >> $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); >> >> Stephen Turner wrote: >> >>> Quoting Mathew Snyder : >>> >>> >>>> I've got the dates working. However, the tickets retrieved are still >>>> based on >>>> the day starting at 05:00:00 and ending the following morning at the >>>> same time. >>>> How can I tell it to only return tickets from between 00:00:00 and >>>> 23:59:00? >>>> >>>> Mathew >>>> >>>> >>>> >>> You are actually getting the tickets you want - the dates are stored >>> in the >>> database as GMT and so appear different by 5 hours from what you see >>> on the >>> screen. It looks a bit strange, but it works fine. >>> >>> BTW - what was the problem that you fixed with the dates? >>> >>> Steve >>> >> >> > -- Keep up with me and what I'm up to: http://theillien.blogspot.com From rfh at pipex.net Tue Feb 26 07:00:52 2008 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 26 Feb 2008 12:00:52 +0000 Subject: [rt-users] Query in script not working In-Reply-To: <47C3FA94.7080005@gmail.com> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> <47C3103A.8060604@gmail.com> <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> <47C3FA94.7080005@gmail.com> Message-ID: <47C3FF74.6050302@pipex.net> Hi Mathew; Not sure if you are aware of it, but in case you did not RT gives you a very powerful Date functions in Date.pm, from a perl script you can do the below: use RT::Date; my $date = new RT::Date($RT::SystemUser); $date->SetToNow(); my $now = $date->ISO; $date->GoBackDays(1); my $yesterday = $date->ISO; You can also set to midnight, change zone etc ..look up lib/RT/Date.pm Roy Mathew Snyder wrote: > FWIW, this is the script I came up with: > > #!/usr/bin/perl > > ########################################### > # Name: daily_transactions.pl > # Version: 0.1 > # Author: Mathew Snyder > # Date: February 24, 2008 > # Comments: This is a script which lists > # how many transactions are > # performed per hour. > ########################################## > > use warnings; > use strict; > use lib '/usr/local/rt3/lib'; > use lib '/usr/local/rt3/local/lib'; > use lib '/usr/local/lib'; > use RT; > use RT::Tickets; > use RT::Users; > use Date::Parse; > use Reports::Emails; > use MIME::Lite; > > RT::LoadConfig(); > RT::Init(); > > my (%userID,%transCount); > my @date = (localtime(time - 86400))[3 .. 5]; > my $yesterday = join "-", ($date[2] + 1900, (sprintf '%02d',$date[1] + 1), > (sprintf '%02d', $date[0])); > > my $tix = new RT::Tickets(RT::SystemUser); > $tix->FromSQL("(Queue = 'CustomerCare' OR Queue = 'TechOps') AND LastUpdated = > '" . $yesterday . "'"); > > my $users = new RT::Users(RT::SystemUser); > $users->LimitToPrivileged; > > while (my $user = $users->Next) { > next if $user->Name eq 'root' || $user->Name eq 'RT_System'; > $userID{$user->Name} = undef; > } > > while (my $ticket = $tix->Next) { > my $transactions = $ticket->Transactions; > while (my $transaction = $transactions->Next) { > my $creator = $transaction->CreatorObj; > my $user = $creator->Name; > next unless exists($userID{$user}); > next if $transaction->Creator == '1'; > (my $tranDate = $transaction->Created) =~ s/\s.*$//; > next unless $tranDate eq $yesterday; > my $tranTime = (str2time($transaction->Created) - 18000); > my $tranHour = (localtime($tranTime))[2]; > my $hour = sprintf("%02d", $tranHour); > $hour .= "00"; > $transCount{$hour} += 1; > } > } > > open TRANSLOG, ">/work_reports/daily/transaction_report_$yesterday.txt"; > print TRANSLOG "Report of the hourly ticket transactions committed on > $yesterday\n\n"; > printf TRANSLOG "%15s\n", "Trans"; > printf TRANSLOG "%6s%9s\n", "Hour", "Count"; > > foreach my $time (sort keys %transCount) { > printf TRANSLOG "%6s%7s\n", $time, $transCount{$time}; > } > > close TRANSLOG; > > my $emailSubj = "Ticket Transaction Count for $yesterday"; > my $emailMsg = "Attached is a log of the transactions committed per hour > yesterday. If an hour does not appear it is safe to assume no transactions were > created during that time."; > > # Prepare and send the email which with the report to all necessary parties. > my $fullEmail = new MIME::Lite(From => $emailFrom, > To > => 'user at company.com', > Bcc > => 'user2 at company.com', > Subject > => $emailSubj, > Type > => "multipart/mixed"); > > $fullEmail->attach(Type => "TEXT", > Data => $emailMsg); > > $fullEmail->attach(Type => "text/plain", > Path => > "/work_reports/daily/transaction_report_$yesterday.txt", > Disposition => "attachment"); > > $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); > > Stephen Turner wrote: > >> Quoting Mathew Snyder : >> >> >>> I've got the dates working. However, the tickets retrieved are still >>> based on >>> the day starting at 05:00:00 and ending the following morning at the >>> same time. >>> How can I tell it to only return tickets from between 00:00:00 and >>> 23:59:00? >>> >>> Mathew >>> >>> >>> >> You are actually getting the tickets you want - the dates are stored in the >> database as GMT and so appear different by 5 hours from what you see on the >> screen. It looks a bit strange, but it works fine. >> >> BTW - what was the problem that you fixed with the dates? >> >> Steve >> > > From rfh at pipex.net Tue Feb 26 07:31:05 2008 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 26 Feb 2008 12:31:05 +0000 Subject: [rt-users] Query in script not working In-Reply-To: <47C40309.5020505@gmail.com> References: <47C2D18B.8080709@gmail.com> <20080225095141.uh0qq5heyd4wk04s@webmail.mit.edu> <47C3103A.8060604@gmail.com> <20080225142419.hnoxrmtlzm888wo0@webmail.mit.edu> <47C3FA94.7080005@gmail.com> <47C3FF74.6050302@pipex.net> <47C40309.5020505@gmail.com> Message-ID: <47C40689.3080903@pipex.net> SetToNow is in Date.pm, 3 rd function in the 3.6.4 version :?) GoBack functions seems I have added them some time in the past couple of years, (possibly of the wiki.. the code is too neat to be mine), I have attached my Date_Vendor in case its helpful to you and anyone else Roy Mathew Snyder wrote: > Hmmm...that certainly would have been helpful. But I'm looking at the perldoc > on Date.pm and I don't see SetToNow or GoBackDays > > Roy El-Hames wrote: > >> Hi Mathew; >> >> Not sure if you are aware of it, but in case you did not RT gives you a >> very powerful Date functions in Date.pm, >> from a perl script you can do the below: >> >> use RT::Date; >> my $date = new RT::Date($RT::SystemUser); >> $date->SetToNow(); >> my $now = $date->ISO; >> $date->GoBackDays(1); >> my $yesterday = $date->ISO; >> >> You can also set to midnight, change zone etc ..look up lib/RT/Date.pm >> >> Roy >> >> >> Mathew Snyder wrote: >> >>> FWIW, this is the script I came up with: >>> >>> #!/usr/bin/perl >>> >>> ########################################### >>> # Name: daily_transactions.pl >>> # Version: 0.1 >>> # Author: Mathew Snyder >>> # Date: February 24, 2008 >>> # Comments: This is a script which lists >>> # how many transactions are >>> # performed per hour. >>> ########################################## >>> >>> use warnings; >>> use strict; >>> use lib '/usr/local/rt3/lib'; >>> use lib '/usr/local/rt3/local/lib'; >>> use lib '/usr/local/lib'; >>> use RT; >>> use RT::Tickets; >>> use RT::Users; >>> use Date::Parse; >>> use Reports::Emails; >>> use MIME::Lite; >>> >>> RT::LoadConfig(); >>> RT::Init(); >>> >>> my (%userID,%transCount); >>> my @date = (localtime(time - 86400))[3 .. 5]; >>> my $yesterday = join "-", ($date[2] + 1900, (sprintf '%02d',$date[1] + >>> 1), >>> (sprintf '%02d', $date[0])); >>> >>> my $tix = new RT::Tickets(RT::SystemUser); >>> $tix->FromSQL("(Queue = 'CustomerCare' OR Queue = 'TechOps') AND >>> LastUpdated = >>> '" . $yesterday . "'"); >>> >>> my $users = new RT::Users(RT::SystemUser); >>> $users->LimitToPrivileged; >>> >>> while (my $user = $users->Next) { >>> next if $user->Name eq 'root' || $user->Name eq 'RT_System'; >>> $userID{$user->Name} = undef; >>> } >>> >>> while (my $ticket = $tix->Next) { >>> my $transactions = $ticket->Transactions; >>> while (my $transaction = $transactions->Next) { >>> my $creator = $transaction->CreatorObj; >>> my $user = $creator->Name; >>> next unless exists($userID{$user}); >>> next if $transaction->Creator == '1'; >>> (my $tranDate = $transaction->Created) =~ s/\s.*$//; >>> next unless $tranDate eq $yesterday; >>> my $tranTime = (str2time($transaction->Created) - 18000); >>> my $tranHour = (localtime($tranTime))[2]; >>> my $hour = sprintf("%02d", $tranHour); >>> $hour .= "00"; >>> $transCount{$hour} += 1; >>> } >>> } >>> >>> open TRANSLOG, ">/work_reports/daily/transaction_report_$yesterday.txt"; >>> print TRANSLOG "Report of the hourly ticket transactions committed on >>> $yesterday\n\n"; >>> printf TRANSLOG "%15s\n", "Trans"; >>> printf TRANSLOG "%6s%9s\n", "Hour", "Count"; >>> >>> foreach my $time (sort keys %transCount) { >>> printf TRANSLOG "%6s%7s\n", $time, $transCount{$time}; >>> } >>> >>> close TRANSLOG; >>> >>> my $emailSubj = "Ticket Transaction Count for $yesterday"; >>> my $emailMsg = "Attached is a log of the transactions committed per hour >>> yesterday. If an hour does not appear it is safe to assume no >>> transactions were >>> created during that time."; >>> >>> # Prepare and send the email which with the report to all necessary >>> parties. >>> my $fullEmail = new MIME::Lite(From => $emailFrom, >>> To >>> => 'user at company.com', >>> Bcc >>> => 'user2 at company.com', >>> Subject >>> => $emailSubj, >>> Type >>> => "multipart/mixed"); >>> >>> $fullEmail->attach(Type => "TEXT", >>> Data => $emailMsg); >>> >>> $fullEmail->attach(Type => "text/plain", >>> Path => >>> "/work_reports/daily/transaction_report_$yesterday.txt", >>> Disposition => "attachment"); >>> >>> $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); >>> >>> Stephen Turner wrote: >>> >>> >>>> Quoting Mathew Snyder : >>>> >>>> >>>> >>>>> I've got the dates working. However, the tickets retrieved are still >>>>> based on >>>>> the day starting at 05:00:00 and ending the following morning at the >>>>> same time. >>>>> How can I tell it to only return tickets from between 00:00:00 and >>>>> 23:59:00? >>>>> >>>>> Mathew >>>>> >>>>> >>>>> >>>>> >>>> You are actually getting the tickets you want - the dates are stored >>>> in the >>>> database as GMT and so appear different by 5 hours from what you see >>>> on the >>>> screen. It looks a bit strange, but it works fine. >>>> >>>> BTW - what was the problem that you fixed with the dates? >>>> >>>> Steve >>>> >>>> >>> >>> > > -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Date_Vendor..txt URL: From eynatnir2 at hotmail.com Tue Feb 26 07:41:41 2008 From: eynatnir2 at hotmail.com (Eynat Nir Mishor) Date: Tue, 26 Feb 2008 14:41:41 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <00d001c87863$973ad5d0$6602a8c0@Danie> References: <007a01c8784f$b31ef880$6602a8c0@Danie> <47C3DFA7.6010600@geneity.co.uk> <00d001c87863$973ad5d0$6602a8c0@Danie> Message-ID: I encountered this problem and solved it for RT 3.6.5. >From what I saw, the problem was in RT::Interface::Web::Redirect() function that is called from html/Ticket/Display.html (and other places). It redirected the browser to a URL based on $RT::WebURL configuration only. So it always redirected to a "http" or "https" scheme URL based on the configuration. I changed the function to redirect to URL based on the current scheme (http/s): In file local/lib/RT/Interface/Web_Local.pm: -------------------------- Begin File -------------------------------- package RT::Interface::Web; sub Redirect { my $redir_to = shift; untie $HTML::Mason::Commands::session; my $uri = URI->new($redir_to); my $server_uri = URI->new($RT::WebURL); # If the user is coming in via a non-canonical # hostname, don't redirect them to the canonical host, # it will just upset them (and invalidate their credentials) if ($uri->host eq $server_uri->host && $uri->port eq $server_uri->port) { $uri->host($ENV{'HTTP_HOST'}); $uri->port($ENV{'SERVER_PORT'}); } # Explicitly set scheme to http/s according to the current request coming in my $scheme = ($ENV{'HTTPS'} == "on" ? "https" : "http"); $uri->scheme($scheme); $HTML::Mason::Commands::m->redirect($uri->canonical); $HTML::Mason::Commands::m->abort; } 1; -------------------------- End File -------------------------------- Eynat -----Original Message----- From: Danie Marais [mailto:danie.marais at attix5.com] Sent: Tuesday, 26 February 2008 12:38 PM To: 'Oliver Jeeves' Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] HTTP and HTTPS on same RT server? > > Can someone perhaps just confirm that an HTTP and HTTPS > combination is > > not possible? > > > > Thanks > I don't see why it wouldn't be possible. You can have both an HTTP and > an HTTPS site serving the same pages, and then redirect people between > the two based on certain conditions, probably logged in user, or even > based on a custom field. > > Is there any reason why you don't want to use HTTPS for both > SelfService > users and engineers? I'm not keen to buy an expensive web certificate. SelfService does not warrant that level of security, but engineers can be instructed to import the web certificate. And HTTP requires slightly less resources. My current problem is that by correctly setting the WebBaseURL in RT_SiteConfig.pm to http or https I can get either one of the two working but not both at the same time. If http is specified then you cannot submit replies in https and vice versa. From danie.marais at attix5.com Tue Feb 26 08:40:45 2008 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 26 Feb 2008 15:40:45 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: References: <007a01c8784f$b31ef880$6602a8c0@Danie> <47C3DFA7.6010600@geneity.co.uk> <00d001c87863$973ad5d0$6602a8c0@Danie> Message-ID: <012301c8787d$309a1ab0$6602a8c0@Danie> Eynat, Thanks very much for your response. I added the file as you suggested. I also changed WebURL to http (not https). Now HTTPS works fine - I can submit and reply to a ticket. When I log in to selfservice via HTTP my browser (IE) tries to connect to https://rt.mydomain.com:80/SelfService/ instead of http (after the login screen). I have searched RT_SiteConfig.pm and cannot find a reference to 'HTTPS' anywhere... BTW I am on RT 3.6.6. Danie > -----Original Message----- > From: Eynat Nir Mishor [mailto:eynatnir2 at hotmail.com] > Sent: 26 February 2008 02:42 PM > To: 'Danie Marais' > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] HTTP and HTTPS on same RT server? > > I encountered this problem and solved it for RT 3.6.5. > >From what I saw, the problem was in > RT::Interface::Web::Redirect() function > that is called from html/Ticket/Display.html (and other places). It > redirected the browser to a URL based on $RT::WebURL > configuration only. So > it always redirected to a "http" or "https" scheme URL based on the > configuration. > > I changed the function to redirect to URL based on the current scheme > (http/s): > > In file local/lib/RT/Interface/Web_Local.pm: > > -------------------------- Begin File -------------------------------- > package RT::Interface::Web; > > sub Redirect { > my $redir_to = shift; > untie $HTML::Mason::Commands::session; > my $uri = URI->new($redir_to); > my $server_uri = URI->new($RT::WebURL); > > # If the user is coming in via a non-canonical > # hostname, don't redirect them to the canonical host, > # it will just upset them (and invalidate their credentials) > if ($uri->host eq $server_uri->host && > $uri->port eq $server_uri->port) { > $uri->host($ENV{'HTTP_HOST'}); > $uri->port($ENV{'SERVER_PORT'}); > } > > # Explicitly set scheme to http/s according to the current request > coming in > my $scheme = ($ENV{'HTTPS'} == "on" ? "https" : "http"); > $uri->scheme($scheme); > > $HTML::Mason::Commands::m->redirect($uri->canonical); > $HTML::Mason::Commands::m->abort; > } > > 1; > -------------------------- End File -------------------------------- > > > > Eynat > > -----Original Message----- > From: Danie Marais [mailto:danie.marais at attix5.com] > Sent: Tuesday, 26 February 2008 12:38 PM > To: 'Oliver Jeeves' > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] HTTP and HTTPS on same RT server? > > > > > Can someone perhaps just confirm that an HTTP and HTTPS > > combination is > > > not possible? > > > > > > Thanks > > > I don't see why it wouldn't be possible. You can have both > an HTTP and > > an HTTPS site serving the same pages, and then redirect > people between > > the two based on certain conditions, probably logged in > user, or even > > based on a custom field. > > > > Is there any reason why you don't want to use HTTPS for both > > SelfService > > users and engineers? > > I'm not keen to buy an expensive web certificate. > SelfService does not > warrant that level of security, but engineers can be > instructed to import > the web certificate. And HTTP requires slightly less resources. > > My current problem is that by correctly setting the WebBaseURL in > RT_SiteConfig.pm to http or https I can get either one of the > two working > but not both at the same time. If http is specified then you > cannot submit > replies in https and vice versa. > > From lutz at lutz-jaenicke.de Tue Feb 26 08:14:14 2008 From: lutz at lutz-jaenicke.de (Lutz Jaenicke) Date: Tue, 26 Feb 2008 14:14:14 +0100 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <00d001c87863$973ad5d0$6602a8c0@Danie> References: <007a01c8784f$b31ef880$6602a8c0@Danie> <47C3DFA7.6010600@geneity.co.uk> <00d001c87863$973ad5d0$6602a8c0@Danie> Message-ID: <47C410A6.9000608@lutz-jaenicke.de> Danie Marais wrote: > > >>> Can someone perhaps just confirm that an HTTP and HTTPS >>> >> combination is >> >>> not possible? >>> >>> Thanks >>> > > >> I don't see why it wouldn't be possible. You can have both an HTTP and >> an HTTPS site serving the same pages, and then redirect people between >> the two based on certain conditions, probably logged in user, or even >> based on a custom field. >> >> Is there any reason why you don't want to use HTTPS for both >> SelfService >> users and engineers? >> > > I'm not keen to buy an expensive web certificate. SelfService does not > warrant that level of security, but engineers can be instructed to import > the web certificate. And HTTP requires slightly less resources. > > My current problem is that by correctly setting the WebBaseURL in > RT_SiteConfig.pm to http or https I can get either one of the two working > but not both at the same time. If http is specified then you cannot submit > replies in https and vice versa. > > For rt.openssl.org the problem is "solved" by having a separate Apache instance just running RT on some internal port number and then let the frontend Apache handle the http/https protocols. # server information ServerName rt.openssl.org ServerAlias rt.openssl.org ServerAdmin openssl-team at openssl.org ServerSignature on UseCanonicalName on ProxyPass / http://195.30.6.166:abcd/ ProxyPassReverse / http://195.30.6.166:abcd/ # server information ServerName rt.openssl.org ServerAlias rt.openssl.org ServerAdmin openssl-team at openssl.org ServerSignature on UseCanonicalName on ProxyPass / http://195.30.6.166:abcd/ ProxyPassReverse / http://195.30.6.166:abcd/ So far I have not seen any malfunction. Best regards, Lutz From erkdog+lists at fiftypounds.com Tue Feb 26 08:56:10 2008 From: erkdog+lists at fiftypounds.com (Matt Westfall) Date: Tue, 26 Feb 2008 08:56:10 -0500 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <47C410A6.9000608@lutz-jaenicke.de> References: <007a01c8784f$b31ef880$6602a8c0@Danie> <47C3DFA7.6010600@geneity.co.uk> <00d001c87863$973ad5d0$6602a8c0@Danie> <47C410A6.9000608@lutz-jaenicke.de> Message-ID: <47C41A7A.8060106@fiftypounds.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Umm, SSL Certs are $20 a year, lol Matt Westfall Owner / Operator FiftyPounds Internet http://www.fiftypounds.com This message is digitally signed with Pretty Good Privacy (PGP) Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy Lutz Jaenicke wrote: | Danie Marais wrote: |> |> |>>> Can someone perhaps just confirm that an HTTP and HTTPS |>>> |>> combination is |>> |>>> not possible? |>>> |>>> Thanks |>>> |> |>> I don't see why it wouldn't be possible. You can have both an HTTP and |>> an HTTPS site serving the same pages, and then redirect people between |>> the two based on certain conditions, probably logged in user, or even |>> based on a custom field. |>> |>> Is there any reason why you don't want to use HTTPS for both |>> SelfService |>> users and engineers? |>> |> I'm not keen to buy an expensive web certificate. SelfService does not |> warrant that level of security, but engineers can be instructed to import |> the web certificate. And HTTP requires slightly less resources. |> |> My current problem is that by correctly setting the WebBaseURL in |> RT_SiteConfig.pm to http or https I can get either one of the two working |> but not both at the same time. If http is specified then you cannot submit |> replies in https and vice versa. |> |> | For rt.openssl.org the problem is "solved" by having a separate Apache | instance just running RT on some internal port number and then let the | frontend Apache handle the http/https protocols. | | | # server information | ServerName rt.openssl.org | ServerAlias rt.openssl.org | ServerAdmin openssl-team at openssl.org | ServerSignature on | UseCanonicalName on | ProxyPass / http://195.30.6.166:abcd/ | ProxyPassReverse / http://195.30.6.166:abcd/ | | | | # server information | ServerName rt.openssl.org | ServerAlias rt.openssl.org | ServerAdmin openssl-team at openssl.org | ServerSignature on | UseCanonicalName on | ProxyPass / http://195.30.6.166:abcd/ | ProxyPassReverse / http://195.30.6.166:abcd/ | | | | So far I have not seen any malfunction. | | Best regards, | Lutz | _______________________________________________ | http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users | | Community help: http://wiki.bestpractical.com | Commercial support: sales at bestpractical.com | | | Discover RT's hidden secrets with RT Essentials from O'Reilly Media. | Buy a copy at http://rtbook.bestpractical.com - -- Matt Westfall Owner / Operator FiftyPounds Internet http://www.fiftypounds.com This message is digitally signed with Pretty Good Privacy (PGP) Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFHxBp6b/8X6V5MpAURAm08AJ9tcpPZ+UU8/ey0WntWb/0/NXLaxgCdEwMe k/JX7Kh++QtXokZYpkSVlJk= =Nkl9 -----END PGP SIGNATURE----- From danie.marais at attix5.com Tue Feb 26 09:07:50 2008 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 26 Feb 2008 16:07:50 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <47C41A7A.8060106@fiftypounds.com> References: <007a01c8784f$b31ef880$6602a8c0@Danie> <47C3DFA7.6010600@geneity.co.uk> <00d001c87863$973ad5d0$6602a8c0@Danie><47C410A6.9000608@lutz-jaenicke.de> <47C41A7A.8060106@fiftypounds.com> Message-ID: <013b01c87880$f9a97b00$6602a8c0@Danie> Matt, Maybe I am daft, but the SSL cert sites I looked at listed it at $399 per year. Where can you get $20 certs? > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Matt Westfall > Sent: 26 February 2008 03:56 PM > To: Lutz Jaenicke > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] HTTP and HTTPS on same RT server? > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Umm, SSL Certs are $20 a year, lol > > > Matt Westfall > Owner / Operator > FiftyPounds Internet > http://www.fiftypounds.com > > This message is digitally signed with Pretty Good Privacy (PGP) > Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy > > > > Lutz Jaenicke wrote: > | Danie Marais wrote: > |> > |> > |>>> Can someone perhaps just confirm that an HTTP and HTTPS > |>>> > |>> combination is > |>> > |>>> not possible? > |>>> > |>>> Thanks > |>>> > |> > |>> I don't see why it wouldn't be possible. You can have > both an HTTP and > |>> an HTTPS site serving the same pages, and then redirect > people between > |>> the two based on certain conditions, probably logged in > user, or even > |>> based on a custom field. > |>> > |>> Is there any reason why you don't want to use HTTPS for both > |>> SelfService > |>> users and engineers? > |>> > |> I'm not keen to buy an expensive web certificate. > SelfService does not > |> warrant that level of security, but engineers can be > instructed to import > |> the web certificate. And HTTP requires slightly less resources. > |> > |> My current problem is that by correctly setting the WebBaseURL in > |> RT_SiteConfig.pm to http or https I can get either one of > the two working > |> but not both at the same time. If http is specified then > you cannot > submit > |> replies in https and vice versa. > |> > |> > | For rt.openssl.org the problem is "solved" by having a > separate Apache > | instance just running RT on some internal port number and > then let the > | frontend Apache handle the http/https protocols. > | > | > | # server information > | ServerName rt.openssl.org > | ServerAlias rt.openssl.org > | ServerAdmin openssl-team at openssl.org > | ServerSignature on > | UseCanonicalName on > | ProxyPass / http://195.30.6.166:abcd/ > | ProxyPassReverse / http://195.30.6.166:abcd/ > | > | > | > | # server information > | ServerName rt.openssl.org > | ServerAlias rt.openssl.org > | ServerAdmin openssl-team at openssl.org > | ServerSignature on > | UseCanonicalName on > | ProxyPass / http://195.30.6.166:abcd/ > | ProxyPassReverse / http://195.30.6.166:abcd/ > | > | > | > | So far I have not seen any malfunction. > | > | Best regards, > | Lutz > | _______________________________________________ > | http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > | > | Community help: http://wiki.bestpractical.com > | Commercial support: sales at bestpractical.com > | > | > | Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > | Buy a copy at http://rtbook.bestpractical.com > > - -- > Matt Westfall > Owner / Operator > FiftyPounds Internet > http://www.fiftypounds.com > > This message is digitally signed with Pretty Good Privacy (PGP) > Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQFHxBp6b/8X6V5MpAURAm08AJ9tcpPZ+UU8/ey0WntWb/0/NXLaxgCdEwMe > k/JX7Kh++QtXokZYpkSVlJk= > =Nkl9 > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From joseph85750 at yahoo.com Tue Feb 26 09:23:27 2008 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Tue, 26 Feb 2008 06:23:27 -0800 (PST) Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <013b01c87880$f9a97b00$6602a8c0@Danie> Message-ID: <591449.26525.qm@web30304.mail.mud.yahoo.com> --- Danie Marais wrote: > Matt, > > Maybe I am daft, but the SSL cert sites I looked at > listed it at $399 per > year. Where can you get $20 certs? > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] > On Behalf > > Of Matt Westfall > > Sent: 26 February 2008 03:56 PM > > To: Lutz Jaenicke > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] HTTP and HTTPS on same RT > server? > > > > -----BEGIN PGP SIGNED MESSAGE----- > > Hash: SHA1 > > > > Umm, SSL Certs are $20 a year, lol > > > > You can generate your own SSL certs for free. The only reason you'd want to buy them from Thawt ($150 ish), or super gold plated Ferrari certificates from VeriSign ($900) is if you don't want browsers to complain due to an unknown Certificate Authority. If your RT systems aren't going to be on the Internet and/or you don't care about the warnings, you can generate your own certificates using openssl, and set them to expire in 50 years. ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ From scarty at gmail.com Tue Feb 26 09:40:39 2008 From: scarty at gmail.com (Sharlon Carty) Date: Tue, 26 Feb 2008 10:40:39 -0400 Subject: [rt-users] Adjusting SetSubjectToken Message-ID: <759127370802260640o25c27dffl685935d6e44acab6@mail.gmail.com> Hello everyone, I am trying to add the date to the subject line that rt generates. for example [rtname #260208-101] I adjusted as follows: sub SetSubjectToken { my $self = shift; my $sub = $self->TemplateObj->MIMEObj->head->get('Subject'); my $id = $self->TicketObj->id; my $token_re = $RT::EmailSubjectTagRegex; $token_re = qr/\Q$RT::rtname\E/o unless $token_re; return if $sub =~ /\[$token_re\s+# strftime('%d%m%y', @{[localtime()]}) -$id\]/; $sub =~ s/(\r\n|\n|\s)/ /gi; chomp $sub; $self->TemplateObj->MIMEObj->head->replace( Subject => "[$RT::rtname #" . strftime('%d%m%y', @{[localtime()]}) . "-$id] $sub", ); Works perfectly when creating a ticket, but whenever replying to the ticket a new ticket is created. I believe it has to do with return if $sub =~ /\[$token_re\s+# strftime('%d%m%y', @{[localtime()]}) -$id\]/; I hardly know perl and was available to google appending strings in perl. But the above I do not know how to figure out. Any help would be appreciated. } -- - - Sharlon (c). -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Tue Feb 26 09:46:21 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 26 Feb 2008 08:46:21 -0600 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <591449.26525.qm@web30304.mail.mud.yahoo.com> Message-ID: Better yet, import the self-generated CA cert (that you used to sign each of your SSL certs) into each browser as a trusted root certificate authority and no more warnings... James Moseley You can generate your own SSL certs for free. The only reason you'd want to buy them from Thawt ($150 ish), or super gold plated Ferrari certificates from VeriSign ($900) is if you don't want browsers to complain due to an unknown Certificate Authority. If your RT systems aren't going to be on the Internet and/or you don't care about the warnings, you can generate your own certificates using openssl, and set them to expire in 50 years. From danie.marais at attix5.com Tue Feb 26 09:54:20 2008 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 26 Feb 2008 16:54:20 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <591449.26525.qm@web30304.mail.mud.yahoo.com> References: <013b01c87880$f9a97b00$6602a8c0@Danie> <591449.26525.qm@web30304.mail.mud.yahoo.com> Message-ID: <015301c87887$78129160$6602a8c0@Danie> > -----Original Message----- > From: Joseph Spenner [mailto:joseph85750 at yahoo.com] > Sent: 26 February 2008 04:23 PM > To: Danie Marais; erkdog at fiftypounds.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] HTTP and HTTPS on same RT server? > > --- Danie Marais wrote: > > > Matt, > > > > Maybe I am daft, but the SSL cert sites I looked at > > listed it at $399 per > > year. Where can you get $20 certs? > > > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] > > On Behalf > > > Of Matt Westfall > > > Sent: 26 February 2008 03:56 PM > > > To: Lutz Jaenicke > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] HTTP and HTTPS on same RT > > server? > > > > > > -----BEGIN PGP SIGNED MESSAGE----- > > > Hash: SHA1 > > > > > > Umm, SSL Certs are $20 a year, lol > > > > > > > > > You can generate your own SSL certs for free. The > only reason you'd want to buy them from Thawt ($150 > ish), or super gold plated Ferrari certificates from > VeriSign ($900) is if you don't want browsers to > complain due to an unknown Certificate Authority. If > your RT systems aren't going to be on the Internet > and/or you don't care about the warnings, you can > generate your own certificates using openssl, and set > them to expire in 50 years. > There is a self-signed cert on the box. But we need to give Internet access to customers and do not want them to get a certificate warning. So they must either use http or we must have a valid cert. According to www.thawte.com they ask $249 for a new cert and $199 for a renewal. First prize for me would still be a http/https combination with customers using http. From jmoseley at corp.xanadoo.com Tue Feb 26 10:00:13 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 26 Feb 2008 09:00:13 -0600 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <015301c87887$78129160$6602a8c0@Danie> Message-ID: Danie, if you've got customers using RT and you want them to use SSL, then pay up for a legitimate certificate. James Moseley > There is a self-signed cert on the box. But we need to give Internet access to customers and do not want them to get a certificate warning. So they must either use http or we must have a valid cert. According to www.thawte.com they ask $249 for a new cert and $199 for a renewal. First prize for me would still be a http/https combination with customers using http. From danie.marais at attix5.com Tue Feb 26 10:05:19 2008 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 26 Feb 2008 17:05:19 +0200 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: References: <015301c87887$78129160$6602a8c0@Danie> Message-ID: <016c01c87889$00d48700$6602a8c0@Danie> James, I do not need SSL for the customers. Only for internal techies. > > Danie, if you've got customers using RT and you want them to > use SSL, then > pay up for a legitimate certificate. > > > James Moseley > > > > > > > > There is a self-signed cert on the box. But we need to give Internet > access > to customers and do not want them to get a certificate > warning. So they > must either use http or we must have a valid cert. According to > www.thawte.com they ask $249 for a new cert and $199 for a renewal. > > First prize for me would still be a http/https combination > with customers > using http. > > > From rfh at pipex.net Tue Feb 26 10:07:05 2008 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 26 Feb 2008 15:07:05 +0000 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: References: Message-ID: <47C42B19.6070604@pipex.net> Pending on which country, but data protection is worth a lot more than $249 .. I am sure your customer 's data is worth a lot more than that .. http is insecure. Roy jmoseley at corp.xanadoo.com wrote: > Danie, if you've got customers using RT and you want them to use SSL, then > pay up for a legitimate certificate. > > > James Moseley > > > > > > > There is a self-signed cert on the box. But we need to give Internet > access > to customers and do not want them to get a certificate warning. So they > must either use http or we must have a valid cert. According to > www.thawte.com they ask $249 for a new cert and $199 for a renewal. > > First prize for me would still be a http/https combination with customers > using http. > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From fabric at northwestern.edu Tue Feb 26 11:23:06 2008 From: fabric at northwestern.edu (Chris Fabri) Date: Tue, 26 Feb 2008 10:23:06 -0600 Subject: [rt-users] behavior of email with multiple attachments In-Reply-To: <589c94400802251222k32c74b0bm398b7fa47db6a07a@mail.gmail.com> References: <47C3207A.6080303@northwestern.edu> <589c94400802251222k32c74b0bm398b7fa47db6a07a@mail.gmail.com> Message-ID: <47C43CEA.6030309@northwestern.edu> On 2/25/08 2:22 PM, Ruslan Zakirov wrote: > yep, only top most text part is treated as content of a transaction, > all other parts are treated as attachments. You can configure > notifications to attach those objects as well to outgoing emails. Read > about that on the wiki - page Template. As well, you can add links to > those parts instead of sending them, this is also described on the > wiki. > I sent an email to the list on Feb 12th about adding the links to tickets. I couldn't get it to add the attachement link and send content - it only sent the attachment. I would love to have this functionality, but can't figure out what's wrong with the template. This was the template:' { my $res; my $Attachments = $Transaction->Attachments; $Attachments->Limit( FIELD => 'Filename', OPERATOR => '!=', VALUE => '' ); while (my $a = $Attachments->Next) { $res .= "New attachments:\n" unless ($res); $res .= " ". $RT::WebURL ."/Ticket/Attachment/". $a->TransactionId ."/". $a->id ."/". $a->Filename; } $res; } I found the info on adding all attachments, a special RT header called "RT-Attach-Message: Yes". This looks promising. Since our email servers limit attachmetns to 10 MB, it's not that big a deal to always send an attachement when present. However, I really like the idea of having a link to attachements added for just the particular transaction if an attachment is present, so if you have any input on the above, that would be great. Thanks for the response Ruslan! chris From mathew.snyder at gmail.com Tue Feb 26 12:04:42 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 26 Feb 2008 12:04:42 -0500 Subject: [rt-users] Saved Searches Not Found Message-ID: <47C446AA.4010100@gmail.com> For starters, my apologies for sending this again instead of replying to my first email about it. For some reason I'm not getting my own posts to the list. I've checked the settings and my spam folder but nothing is being sent or trapped. That said, on with the question. I've created two saved searches under RT System's saved searches. When I go to preferences they show up under RT at a glance and are available to be added to either column. I do this but when I look at my home page instead of seeing the widget with the search results, all I see is "Predefined search Search_name not found". I've looked at the archives and didn't find anything which solves the problem. I'm using v3.6.5. Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From lutz at lutz-jaenicke.de Tue Feb 26 12:12:46 2008 From: lutz at lutz-jaenicke.de (Lutz Jaenicke) Date: Tue, 26 Feb 2008 18:12:46 +0100 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: References: Message-ID: <47C4488E.2000001@lutz-jaenicke.de> jmoseley at corp.xanadoo.com wrote: > Better yet, import the self-generated CA cert (that you used to sign each > of your SSL certs) into each browser as a trusted root certificate > authority and no more warnings... > > This is a pretty bad idea unless you are living in a closed system. If I add the "xanadoo.com" root CA to my trusted root CAs my browser would stop warning me if I hit a https://www.mytrustedbank.com/ forged website with a certificate signed by the "xanadoo.com" root CA. The trust model used with typical browsers is such that you better only add those root certificates you _really_ trust and don't add lots of home grown root CAs on the way. Best regards, Lutz PS. Please no new discussion about how trustworthy Verisign et al might ultimatively be as root CAs. That's a topic of its own. From KFCrocker at lbl.gov Tue Feb 26 12:29:09 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Feb 2008 09:29:09 -0800 Subject: [rt-users] Upgrading from RT 3.6.1 to 3.6.4 In-Reply-To: <47C36B88.4090106@OfficePCSupport.com> References: <47C36B88.4090106@OfficePCSupport.com> Message-ID: <47C44C65.4000305@lbl.gov> Samuel, We just upgraded to 3.6.4 from 3.4.4 and there were NO DataBase changes (we are on Oracle). I think all you need to do is set the RT_SiteConfig.pm DataBase parameters to refer to the DataBase you want to use and supply the password and you should be OK. Hope this helps. Kenn LBNL On 2/25/2008 5:29 PM, Samuel P. Howard wrote: > I have an existing RT 3.6.1 installation that I want to migrate to a new > webserver (Ubuntu 7.10 Gutsy Gibbon), which has 3.6.4 in the repository > ... Is there a clean way to do this??? > > I'm figuring, if I just point a new instance at the old database, that > won't work, but I'm not sure which upgrade scripts (I hope there are > scripts) I can run manually against the database to bring it up to speed > so the new install will talk to it. > > I looked through the recent rt-users traffic but didn't see anything > that would immediately apply to my situation. > > Any ideas or recommendations where to start? > > --Sam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Candelario at zoominfo.com Tue Feb 26 12:31:34 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Tue, 26 Feb 2008 12:31:34 -0500 Subject: [rt-users] Exchange 2007 and Fetchmail Message-ID: Hi, I've recently upgrade to Exchange 2007 from 2003 and am having issues with logging into our mailbox using fetchmail via POP3. I am able to telnet into the server via POP3 and log in but when fetchmail tries it it says bad username and password. I was wondering if anyone would know if it was an issue with certifcates, that are now an important piece with Exchange, or if it's a special setting on fetchmail that I have to use. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From sam.howard at officepcsupport.com Tue Feb 26 12:39:29 2008 From: sam.howard at officepcsupport.com (Samuel P. Howard) Date: Tue, 26 Feb 2008 10:39:29 -0700 Subject: [rt-users] Upgrading from RT 3.6.1 to 3.6.4 In-Reply-To: <47C44C65.4000305@lbl.gov> References: <47C36B88.4090106@OfficePCSupport.com> <47C44C65.4000305@lbl.gov> Message-ID: <47C44ED1.9060203@OfficePCSupport.com> Wow, I'm surprise there weren't any database updates from 3.4 to 3.6 ... you'd think that'd be almost a guarantee ... hrmmm I should pull down the source tarballs for 3.6.1 -> 3.6.4 and take a look I guess ... maybe it will be that easy! (I'll point to a *COPY* of my production database, of course, tho) Thanks! Sam Kenneth Crocker wrote: > Samuel, > > > We just upgraded to 3.6.4 from 3.4.4 and there were NO DataBase > changes (we are on Oracle). I think all you need to do is set the > RT_SiteConfig.pm DataBase parameters to refer to the DataBase you want > to use and supply the password and you should be OK. Hope this helps. > > Kenn > LBNL > > On 2/25/2008 5:29 PM, Samuel P. Howard wrote: >> I have an existing RT 3.6.1 installation that I want to migrate to a >> new webserver (Ubuntu 7.10 Gutsy Gibbon), which has 3.6.4 in the >> repository ... Is there a clean way to do this??? >> >> I'm figuring, if I just point a new instance at the old database, >> that won't work, but I'm not sure which upgrade scripts (I hope there >> are scripts) I can run manually against the database to bring it up >> to speed so the new install will talk to it. >> >> I looked through the recent rt-users traffic but didn't see anything >> that would immediately apply to my situation. >> >> Any ideas or recommendations where to start? >> >> --Sam >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From KFCrocker at lbl.gov Tue Feb 26 12:43:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Feb 2008 09:43:13 -0800 Subject: [rt-users] That ticket has unresolved dependencies In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462C49B9D@kookaburra.TLCIT.biz> References: <3F63AA5E6554DB4D92D1DBB1D4A80462C49B9D@kookaburra.TLCIT.biz> Message-ID: <47C44FB1.50809@lbl.gov> Ben, I would look at the DataBase. Try this SQL: select * from LIMKS where LOCALTARGET = 99999 or LOCALBASE = 99999; 99999 is the ticket id in question. Anyway, once you have that little query up, look to see if there is some records that shows the dependency. The TYPE field will indicate what's up. Hope this helps. Kenn LBNL On 2/25/2008 6:03 PM, Ben Robson wrote: > We have a couple of tickets that are not allowing us to resolve them, > reporting ?That ticket has unresolved dependencies?. Looking at the > ticket Links there are no dependencies listed. > > > > Does anyone have any suggestions about how to either resolve the > offending tickets, or locate any linked tickets that it may think are > dependencies but for some reason are not being shown? > > > > Thanks for the assist. > > > > BenR > > *The information contained in this communication is intended solely > for the use of the individual or entity to whom it is addressed and > others authorised to receive it. It may contain confidential or legally > privileged information. If you are not the intended recipient you are > hereby notified that any disclosure, copying, distribution or taking any > action in reliance on the contents of this information is strictly > prohibited and may be unlawful. If you have received this communication > in error, please notify us immediately by responding to this email and > then delete it, and any associated attachments, from your system. Thank > you.* > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Tue Feb 26 12:39:59 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 26 Feb 2008 12:39:59 -0500 Subject: [rt-users] Upgrading from RT 3.6.1 to 3.6.4 In-Reply-To: <47C44C65.4000305@lbl.gov> References: <47C36B88.4090106@OfficePCSupport.com> <47C44C65.4000305@lbl.gov> Message-ID: <6.2.3.4.2.20080226123630.049cb008@po14.mit.edu> At Tuesday 2/26/2008 12:29 PM, Kenneth Crocker wrote: >Samuel, > > > We just upgraded to 3.6.4 from 3.4.4 and there were NO > DataBase changes >(we are on Oracle). > >Kenn >LBNL That's not strictly true - there were no schema changes, but there are some necessary new rows inserted into the database as part of the 3.6 install. (see etc/upgrade/3.5.1/content in the install package). Steve From rfh at pipex.net Tue Feb 26 12:52:21 2008 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 26 Feb 2008 17:52:21 +0000 Subject: [rt-users] Upgrading from RT 3.6.1 to 3.6.4 In-Reply-To: <47C44ED1.9060203@OfficePCSupport.com> References: <47C36B88.4090106@OfficePCSupport.com> <47C44C65.4000305@lbl.gov> <47C44ED1.9060203@OfficePCSupport.com> Message-ID: <47C451D5.9070002@pipex.net> Hi; There is one database change from 3.5.1 to 3.6.x which is content changes (not a schema change though ).. You can identify what changes are needed from the rt source, look in the etc/upgrade/ .. and for every directory > than your current version there will be changes to be made. The rt installation / README explains how to do these db changes .. yes its via scripts Roy Samuel P. Howard wrote: > Wow, I'm surprise there weren't any database updates from 3.4 to 3.6 ... > you'd think that'd be almost a guarantee ... hrmmm > > I should pull down the source tarballs for 3.6.1 -> 3.6.4 and take a > look I guess ... maybe it will be that easy! (I'll point to a *COPY* of > my production database, of course, tho) > > Thanks! > Sam > > Kenneth Crocker wrote: > >> Samuel, >> >> >> We just upgraded to 3.6.4 from 3.4.4 and there were NO DataBase >> changes (we are on Oracle). I think all you need to do is set the >> RT_SiteConfig.pm DataBase parameters to refer to the DataBase you want >> to use and supply the password and you should be OK. Hope this helps. >> >> Kenn >> LBNL >> >> On 2/25/2008 5:29 PM, Samuel P. Howard wrote: >> >>> I have an existing RT 3.6.1 installation that I want to migrate to a >>> new webserver (Ubuntu 7.10 Gutsy Gibbon), which has 3.6.4 in the >>> repository ... Is there a clean way to do this??? >>> >>> I'm figuring, if I just point a new instance at the old database, >>> that won't work, but I'm not sure which upgrade scripts (I hope there >>> are scripts) I can run manually against the database to bring it up >>> to speed so the new install will talk to it. >>> >>> I looked through the recent rt-users traffic but didn't see anything >>> that would immediately apply to my situation. >>> >>> Any ideas or recommendations where to start? >>> >>> --Sam >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From gevans at hcc.net Tue Feb 26 12:58:25 2008 From: gevans at hcc.net (Greg Evans) Date: Tue, 26 Feb 2008 09:58:25 -0800 Subject: [rt-users] Question about users and their associated tickets... Message-ID: <003c01c878a1$2f8df780$1200a8c0@hcc.local> I have followed some direction and made each of my customers a user in order to prevent the data duplication that I had created and that would have gotten out of hand otherwise. :) So the next question becomes: User 'johndoe' calls in for the first time. I create a ticket for him which automatically adds him as a user, this is great. We work on the ticket and resolve the ticket. User 'johndoe' calls in 2 days later, so I create a ticket. Now I am looking at the ticket and I remember hey, this guy called in for the same problem 2 days ago, so I should review his last ticket ... I know I can click on tickets and do a search for him and come up with his previous tickets, but is there another way to do it? I was thinking that I could click on the "More about ..." and pull up a ticket history that might be displayed similarly to the "...highest priority tickets I own..." section on the "At a Glance" Page. ... Is there a way to do that or am I perhaps missing something very basic? It just seems it would be handy to be able to see all of their previous tickets in one central location when you click on the "More about..." section Greg Evans From KFCrocker at lbl.gov Tue Feb 26 12:55:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Feb 2008 09:55:57 -0800 Subject: [rt-users] Upgrading from RT 3.6.1 to 3.6.4 In-Reply-To: <47C44ED1.9060203@OfficePCSupport.com> References: <47C36B88.4090106@OfficePCSupport.com> <47C44C65.4000305@lbl.gov> <47C44ED1.9060203@OfficePCSupport.com> Message-ID: <47C452AD.5070306@lbl.gov> Samuel, Don't forget any changes needed for the SESSIONS table. There have been a few people with problems on that end, but I didn't know if you were using that table for sessions or not. Kenn LBNL On 2/26/2008 9:39 AM, Samuel P. Howard wrote: > Wow, I'm surprise there weren't any database updates from 3.4 to 3.6 ... > you'd think that'd be almost a guarantee ... hrmmm > > I should pull down the source tarballs for 3.6.1 -> 3.6.4 and take a > look I guess ... maybe it will be that easy! (I'll point to a *COPY* of > my production database, of course, tho) > > Thanks! > Sam > > Kenneth Crocker wrote: >> Samuel, >> >> >> We just upgraded to 3.6.4 from 3.4.4 and there were NO DataBase >> changes (we are on Oracle). I think all you need to do is set the >> RT_SiteConfig.pm DataBase parameters to refer to the DataBase you want >> to use and supply the password and you should be OK. Hope this helps. >> >> Kenn >> LBNL >> >> On 2/25/2008 5:29 PM, Samuel P. Howard wrote: >>> I have an existing RT 3.6.1 installation that I want to migrate to a >>> new webserver (Ubuntu 7.10 Gutsy Gibbon), which has 3.6.4 in the >>> repository ... Is there a clean way to do this??? >>> >>> I'm figuring, if I just point a new instance at the old database, >>> that won't work, but I'm not sure which upgrade scripts (I hope there >>> are scripts) I can run manually against the database to bring it up >>> to speed so the new install will talk to it. >>> >>> I looked through the recent rt-users traffic but didn't see anything >>> that would immediately apply to my situation. >>> >>> Any ideas or recommendations where to start? >>> >>> --Sam >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > From KFCrocker at lbl.gov Tue Feb 26 12:58:43 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Feb 2008 09:58:43 -0800 Subject: [rt-users] Upgrading from RT 3.6.1 to 3.6.4 In-Reply-To: <6.2.3.4.2.20080226123630.049cb008@po14.mit.edu> References: <47C36B88.4090106@OfficePCSupport.com> <47C44C65.4000305@lbl.gov> <6.2.3.4.2.20080226123630.049cb008@po14.mit.edu> Message-ID: <47C45353.6070009@lbl.gov> Stephen, Well, in that case I'd sure like to know what they were or what they affected. I know that "Reminders" were added, but they are a link and didn't exist before so going to the upgraded version still would not require any DB changes. What kinda rows? What table? Thanks. Kenn LBNL On 2/26/2008 9:39 AM, Stephen Turner wrote: > At Tuesday 2/26/2008 12:29 PM, Kenneth Crocker wrote: >> Samuel, >> >> >> We just upgraded to 3.6.4 from 3.4.4 and there were NO >> DataBase changes >> (we are on Oracle). >> >> Kenn >> LBNL > > That's not strictly true - there were no schema changes, but there are > some necessary new rows inserted into the database as part of the 3.6 > install. (see etc/upgrade/3.5.1/content in the install package). > > Steve > From KFCrocker at lbl.gov Tue Feb 26 12:59:48 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Feb 2008 09:59:48 -0800 Subject: [rt-users] That ticket has unresolved dependencies In-Reply-To: <47C44FB1.50809@lbl.gov> References: <3F63AA5E6554DB4D92D1DBB1D4A80462C49B9D@kookaburra.TLCIT.biz> <47C44FB1.50809@lbl.gov> Message-ID: <47C45394.1020004@lbl.gov> Ben, Sorry. I meant LINKS not LIMKS. HA! fat fingers again. Kenn LBNL On 2/26/2008 9:43 AM, Kenneth Crocker wrote: > Ben, > > > I would look at the DataBase. Try this SQL: > > select * from LIMKS > where LOCALTARGET = 99999 > or LOCALBASE = 99999; > > 99999 is the ticket id in question. Anyway, once you have that little > query up, look to see if there is some records that shows the > dependency. The TYPE field will indicate what's up. Hope this helps. > > > Kenn > LBNL > > On 2/25/2008 6:03 PM, Ben Robson wrote: >> We have a couple of tickets that are not allowing us to resolve them, >> reporting ?That ticket has unresolved dependencies?. Looking at the >> ticket Links there are no dependencies listed. >> >> >> >> Does anyone have any suggestions about how to either resolve the >> offending tickets, or locate any linked tickets that it may think are >> dependencies but for some reason are not being shown? >> >> >> >> Thanks for the assist. >> >> >> >> BenR >> >> *The information contained in this communication is intended solely >> for the use of the individual or entity to whom it is addressed and >> others authorised to receive it. It may contain confidential or legally >> privileged information. If you are not the intended recipient you are >> hereby notified that any disclosure, copying, distribution or taking any >> action in reliance on the contents of this information is strictly >> prohibited and may be unlawful. If you have received this communication >> in error, please notify us immediately by responding to this email and >> then delete it, and any associated attachments, from your system. Thank >> you.* >> >> >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From pitts.david at gmail.com Tue Feb 26 13:13:01 2008 From: pitts.david at gmail.com (David Pitts) Date: Tue, 26 Feb 2008 13:13:01 -0500 Subject: [rt-users] reply creates new ticket instead of adding to existing Message-ID: <35acead10802261013l3dd49daev6957642b2a6b91c2@mail.gmail.com> I built a box (Fedora Core 8), so I did the install via yum. I created a test queue, added the line in /etc/aliases and did newaliases. aliases: test: "|/usr/sbin/rt-mailgate --queue 'test' --action correspond --url http://myurl/" rt-comment: "|/usr/sbin/rt-mailgate --queue 'test' -- action comment --url http://myurl/" I submit a new ticket, it seems to work great. I get back correspondence with my ticket information. I click reply and reply to the ticket, it creates a new ticket instead of adding it to the old ticket. I did not do any cc's or other things. Just a basic reply. From stef at aoc-uk.com Tue Feb 26 13:29:25 2008 From: stef at aoc-uk.com (Stef Morrell) Date: Tue, 26 Feb 2008 18:29:25 -0000 Subject: [rt-users] Off-Topic - RE: Exchange 2007 and Fetchmail In-Reply-To: References: Message-ID: <20080226182922.82A354D8005@diesel.bestpractical.com> Hello, Not sure where this relates to RT, but.. By default exchange 2007 requires SSL/TLS connections, which will be on port 995 for POP3. I have no clue if fetchmail supports this, check the setup. Alternatively you can loosen the default settings in Exchange to allow plain text connections via the usual port 110. Regards Stef Stefan Morrell | Operations Director Tel: 0845 3452820 | Alpha Omega Computers Ltd Fax: 0845 3452830 | Incorporating Level 5 Internet stef at aoc-uk.com | stef at l5net.net Alpha Omega Computers Ltd, Unit 57, BBTC, Grange Road, Batley, WF17 6ER. Registered in England No. 3867142. VAT No. GB734421454 ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Candelario, Bill Sent: 26 February 2008 17:32 To: rt-users at lists.bestpractical.com Subject: [rt-users] Exchange 2007 and Fetchmail Hi, I've recently upgrade to Exchange 2007 from 2003 and am having issues with logging into our mailbox using fetchmail via POP3. I am able to telnet into the server via POP3 and log in but when fetchmail tries it it says bad username and password. I was wondering if anyone would know if it was an issue with certifcates, that are now an important piece with Exchange, or if it's a special setting on fetchmail that I have to use. Thanks, Bill -- This email has been scanned by the AOC Internet MailCrusader for viruses, spam and dangerous content. For more information please visit AOC Internet Ltd . From jschuweiler at fonality.com Tue Feb 26 13:39:30 2008 From: jschuweiler at fonality.com (Joel Schuweiler) Date: Tue, 26 Feb 2008 10:39:30 -0800 Subject: [rt-users] Using javascript in RT Message-ID: <47C45CE2.9010404@fonality.com> I'm looking for some information on how I could go about getting started with getting javascript in play in rt. How can I go about adding an id to the queue name when you look at a ticket? I would like to use this to determine which queue I'm in via javascript. Alternatively, I could get around this if there is a way to designate a seperate local/html/Elements/Submit file per queue. Thoughts? -Joel From gevans at hcc.net Tue Feb 26 14:00:26 2008 From: gevans at hcc.net (Greg Evans) Date: Tue, 26 Feb 2008 11:00:26 -0800 Subject: [rt-users] Question about users and their associated tickets... In-Reply-To: <003c01c878a1$2f8df780$1200a8c0@hcc.local> References: <003c01c878a1$2f8df780$1200a8c0@hcc.local> Message-ID: <003e01c878a9$d95e6f30$1200a8c0@hcc.local> As a follow-up to this, I would also like it to when I create a new ticket (if it is possible) that when I enter their name as the requestor, it would display certain items of the information for their user account, such as A) Full Name B) Email address (either of these would be the requestor, so that is not a huge deal) C) Phone Number(s) D) A selection of User Custom Fields Is this possible? Even If I had to create the ticket without any information in the comments and then comment on it afterwards, I think that would be OK too Greg Evans -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans Sent: Tuesday, February 26, 2008 9:58 AM To: 'RT Users' Subject: [rt-users] Question about users and their associated tickets... I have followed some direction and made each of my customers a user in order to prevent the data duplication that I had created and that would have gotten out of hand otherwise. :) So the next question becomes: User 'johndoe' calls in for the first time. I create a ticket for him which automatically adds him as a user, this is great. We work on the ticket and resolve the ticket. User 'johndoe' calls in 2 days later, so I create a ticket. Now I am looking at the ticket and I remember hey, this guy called in for the same problem 2 days ago, so I should review his last ticket ... I know I can click on tickets and do a search for him and come up with his previous tickets, but is there another way to do it? I was thinking that I could click on the "More about ..." and pull up a ticket history that might be displayed similarly to the "...highest priority tickets I own..." section on the "At a Glance" Page. ... Is there a way to do that or am I perhaps missing something very basic? It just seems it would be handy to be able to see all of their previous tickets in one central location when you click on the "More about..." section Greg Evans _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From alexsm at gmail.com Tue Feb 26 14:14:02 2008 From: alexsm at gmail.com (Alex Moura) Date: Tue, 26 Feb 2008 14:14:02 -0500 Subject: [rt-users] RT keyboard shortcuts Message-ID: Hi Team, I was wondering if keyboard shortcuts would be a desirable feature for RT, similar to Gmail + Better Gmail Firefox extension. Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Tue Feb 26 14:20:49 2008 From: vivek at khera.org (Vivek Khera) Date: Tue, 26 Feb 2008 14:20:49 -0500 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <007a01c8784f$b31ef880$6602a8c0@Danie> References: <007a01c8784f$b31ef880$6602a8c0@Danie> Message-ID: <359C91F1-DEF9-4674-836B-87967A2177CB@khera.org> On Feb 26, 2008, at 3:15 AM, Danie Marais wrote: > Can someone perhaps just confirm that an HTTP and HTTPS combination > is not possible? > It mostly works. the problem is you can only specify one address as the $WebBaseURL. On our instance, we can access it via either http or https, but at some point you might get redirected to the https version because that's what our base is. -------------- next part -------------- An HTML attachment was scrubbed... URL: From crpatter at ci.grand-rapids.mi.us Tue Feb 26 14:45:39 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Tue, 26 Feb 2008 14:45:39 -0500 Subject: [rt-users] Question about users and their associated tickets... In-Reply-To: <003e01c878a9$d95e6f30$1200a8c0@hcc.local> References: <003c01c878a1$2f8df780$1200a8c0@hcc.local> <003e01c878a9$d95e6f30$1200a8c0@hcc.local> Message-ID: Greg, We do something similar already. We've modified ...share/html/Ticket/Elements/ShowPeople to display each requestors user name, work phone, mobile phone, a customfield named department I've attached our version. You should only have copy my file into your local directory and tweak a couple of things. Craig. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans Sent: Tuesday, February 26, 2008 2:00 PM To: 'RT Users' Subject: Re: [rt-users] Question about users and their associated tickets... As a follow-up to this, I would also like it to when I create a new ticket (if it is possible) that when I enter their name as the requestor, it would display certain items of the information for their user account, such as A) Full Name B) Email address (either of these would be the requestor, so that is not a huge deal) C) Phone Number(s) D) A selection of User Custom Fields Is this possible? Even If I had to create the ticket without any information in the comments and then comment on it afterwards, I think that would be OK too Greg Evans -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans Sent: Tuesday, February 26, 2008 9:58 AM To: 'RT Users' Subject: [rt-users] Question about users and their associated tickets... I have followed some direction and made each of my customers a user in order to prevent the data duplication that I had created and that would have gotten out of hand otherwise. :) So the next question becomes: User 'johndoe' calls in for the first time. I create a ticket for him which automatically adds him as a user, this is great. We work on the ticket and resolve the ticket. User 'johndoe' calls in 2 days later, so I create a ticket. Now I am looking at the ticket and I remember hey, this guy called in for the same problem 2 days ago, so I should review his last ticket ... I know I can click on tickets and do a search for him and come up with his previous tickets, but is there another way to do it? I was thinking that I could click on the "More about ..." and pull up a ticket history that might be displayed similarly to the "...highest priority tickets I own..." section on the "At a Glance" Page. ... Is there a way to do that or am I perhaps missing something very basic? It just seems it would be handy to be able to see all of their previous tickets in one central location when you click on the "More about..." section Greg Evans _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: ShowPeople Type: application/octet-stream Size: 3464 bytes Desc: ShowPeople URL: From KFCrocker at lbl.gov Tue Feb 26 15:31:40 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 26 Feb 2008 12:31:40 -0800 Subject: [rt-users] RT Upgrade question Message-ID: <47C4772C.2020904@lbl.gov> To all, Much to my surprise, Stephen Turner and Roy El-Hames have pointed out that I missed a possible DB change. I looked at the "content" file in 3.5.1 (coming from 3.4.4 that was all I needed to look at) and the only thing I see that I missed was a couple of options for the homepage settings. As it is, my homepage is working just fine, it just doesn't have the "My Tickets" and "Unowned Tickets" searches available for selection in either body or summary. Does anyone see anything else I missed? I've had it running for a couple weeks now and now complaints or errors reported. Thanks. Kenn LBNL From gevans at hcc.net Tue Feb 26 15:32:40 2008 From: gevans at hcc.net (Greg Evans) Date: Tue, 26 Feb 2008 12:32:40 -0800 Subject: [rt-users] Question about users and their associated tickets... In-Reply-To: References: <003c01c878a1$2f8df780$1200a8c0@hcc.local> <003e01c878a9$d95e6f30$1200a8c0@hcc.local> Message-ID: <004e01c878b6$bcc8b3f0$1200a8c0@hcc.local> Hey Craig, Thanks for the ShowPeople file, that works perfectly and with some small tweaks as you suggested it will definitely make things easier when we are doing tickets. Regards, Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: Patterson, Craig [mailto:crpatter at ci.grand-rapids.mi.us] Sent: Tuesday, February 26, 2008 11:46 AM To: Greg Evans; RT Users Subject: RE: [rt-users] Question about users and their associated tickets... Greg, We do something similar already. We've modified ...share/html/Ticket/Elements/ShowPeople to display each requestors user name, work phone, mobile phone, a customfield named department I've attached our version. You should only have copy my file into your local directory and tweak a couple of things. Craig. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans Sent: Tuesday, February 26, 2008 2:00 PM To: 'RT Users' Subject: Re: [rt-users] Question about users and their associated tickets... As a follow-up to this, I would also like it to when I create a new ticket (if it is possible) that when I enter their name as the requestor, it would display certain items of the information for their user account, such as A) Full Name B) Email address (either of these would be the requestor, so that is not a huge deal) C) Phone Number(s) D) A selection of User Custom Fields Is this possible? Even If I had to create the ticket without any information in the comments and then comment on it afterwards, I think that would be OK too Greg Evans -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans Sent: Tuesday, February 26, 2008 9:58 AM To: 'RT Users' Subject: [rt-users] Question about users and their associated tickets... I have followed some direction and made each of my customers a user in order to prevent the data duplication that I had created and that would have gotten out of hand otherwise. :) So the next question becomes: User 'johndoe' calls in for the first time. I create a ticket for him which automatically adds him as a user, this is great. We work on the ticket and resolve the ticket. User 'johndoe' calls in 2 days later, so I create a ticket. Now I am looking at the ticket and I remember hey, this guy called in for the same problem 2 days ago, so I should review his last ticket ... I know I can click on tickets and do a search for him and come up with his previous tickets, but is there another way to do it? I was thinking that I could click on the "More about ..." and pull up a ticket history that might be displayed similarly to the "...highest priority tickets I own..." section on the "At a Glance" Page. ... Is there a way to do that or am I perhaps missing something very basic? It just seems it would be handy to be able to see all of their previous tickets in one central location when you click on the "More about..." section Greg Evans _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From erikerik at gmail.com Tue Feb 26 16:10:57 2008 From: erikerik at gmail.com (Erik Anderson) Date: Tue, 26 Feb 2008 15:10:57 -0600 Subject: [rt-users] case-insensitive searches? Message-ID: Hello all - we're on RT-3.6.5. It seems like the default behavior of the ticket search is to do case-sensitive searches. Is there any way to change that to default to case-insensitive searches? Thanks! -Erik -- Erik Anderson http://andersonfam.org From ruz at bestpractical.com Tue Feb 26 17:33:16 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 27 Feb 2008 01:33:16 +0300 Subject: [rt-users] case-insensitive searches? In-Reply-To: References: Message-ID: <589c94400802261433w62b12324n6f63b966029ce946@mail.gmail.com> 1) Searches in RT are case-insensetive 2) Type of the search? 3) DB? On Wed, Feb 27, 2008 at 12:10 AM, Erik Anderson wrote: > Hello all - we're on RT-3.6.5. It seems like the default behavior of > the ticket search is to do case-sensitive searches. Is there any way > to change that to default to case-insensitive searches? > > Thanks! > -Erik > > -- > Erik Anderson > http://andersonfam.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From cshort at n6.com.au Tue Feb 26 20:45:28 2008 From: cshort at n6.com.au (Christopher Short) Date: Tue, 26 Feb 2008 17:45:28 -0800 Subject: [rt-users] Resend today's emails? Message-ID: <415AD65C134E3F4FA0B4D06C88D63F3009E440C1F5@EXVMBX015-3.exch015.msoutlookonline.net> Hi, every so often our RT 3.6.1 silently stops forwarding emails on to the appropriate recipients, having used up a shocking amount of memory. It's the "Cannot allocate memory" problem, which I gather is a known bug. We're setting up a process to restart RT every night, that will hopefully reduce the occurrence of this problem. I have OwnerEmail set up to a valid address but never receive errors about this as I gather when the memory problem occurs it can no longer send any emails. After clearing the memory problem by restarting RT, is there some way I can tell RT to send out all the failed emails or all the emails attempted in the last day? It's extremely frustrating each time we have to email all our users to tell them to resend all RT emails they sent in the last day, and to check all their RT tickets in case there were update emails they may have received in the last day. Christopher Short -------------- next part -------------- An HTML attachment was scrubbed... URL: From erkdog+lists at fiftypounds.com Tue Feb 26 20:59:45 2008 From: erkdog+lists at fiftypounds.com (Matt Westfall) Date: Tue, 26 Feb 2008 20:59:45 -0500 Subject: [rt-users] HTTP and HTTPS on same RT server? In-Reply-To: <47C4488E.2000001@lutz-jaenicke.de> References: <47C4488E.2000001@lutz-jaenicke.de> Message-ID: <47C4C411.8030401@fiftypounds.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Godaddy sells valid ssl certs for 20 a year. *rolls eyes* Matt Westfall Owner / Operator FiftyPounds Internet http://www.fiftypounds.com This message is digitally signed with Pretty Good Privacy (PGP) Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy Lutz Jaenicke wrote: | jmoseley at corp.xanadoo.com wrote: |> Better yet, import the self-generated CA cert (that you used to sign each |> of your SSL certs) into each browser as a trusted root certificate |> authority and no more warnings... |> |> | This is a pretty bad idea unless you are living in a closed system. | If I add the "xanadoo.com" root CA to my trusted root CAs my browser | would stop warning me if I hit a https://www.mytrustedbank.com/ forged | website with a certificate signed by the "xanadoo.com" root CA. | The trust model used with typical browsers is such that you better only | add those root certificates you _really_ trust and don't add lots of | home grown root CAs on the way. | | Best regards, | Lutz | PS. Please no new discussion about how trustworthy Verisign et al might | ultimatively be as root CAs. That's a topic of its own. | _______________________________________________ | http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users | | Community help: http://wiki.bestpractical.com | Commercial support: sales at bestpractical.com | | | Discover RT's hidden secrets with RT Essentials from O'Reilly Media. | Buy a copy at http://rtbook.bestpractical.com - -- Matt Westfall Owner / Operator FiftyPounds Internet http://www.fiftypounds.com This message is digitally signed with Pretty Good Privacy (PGP) Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFHxMQRb/8X6V5MpAURAhYGAJ9JgNZWpPXf6tEQ09RnA4klWvqIqQCgjjuC 2i+nHaUoq602tvKO3V/H/CQ= =kYP4 -----END PGP SIGNATURE----- From benr at tlcdatasecurity.com.au Tue Feb 26 21:27:23 2008 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 27 Feb 2008 13:27:23 +1100 Subject: [rt-users] That ticket has unresolved dependencies - [Pork] Email found in subject In-Reply-To: <47C44FB1.50809@lbl.gov> References: <3F63AA5E6554DB4D92D1DBB1D4A80462C49B9D@kookaburra.TLCIT.biz> <47C44FB1.50809@lbl.gov> Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462C9BBDD@kookaburra.TLCIT.biz> Kenn, Thanks for this. I have done as you suggested and have had the following results, but can not see what might be causing the issue (unless there is some confusion within RT for assets in the AT addon. Any additional guidance you (or others) can provide would be greatly appreciated. Result from query: select * from Links where localtarget=425 or localbase=425; +-----+-------------------------------------------------+--------------- ------------------------+-------------+-------------+-----------+------- --------+---------------------+---------+---------------------+ | id | Base | Target | Type | LocalTarget | LocalBase | LastUpdatedBy | LastUpdated | Creator | Created | +-----+-------------------------------------------------+--------------- ------------------------+-------------+-------------+-----------+------- --------+---------------------+---------+---------------------+ | 544 | at://tlcdatasecurity.com.au/asset/425 | at://tlcdatasecurity.com.au/asset/424 | DependsOn | 424 | 425 | 52 | 2007-12-14 05:27:07 | 52 | 2007-12-14 05:27:07 | | 549 | fsck.com-rt://tlcdatasecurity.com.au/ticket/349 | at://tlcdatasecurity.com.au/asset/425 | RefersTo | 425 | 349 | 52 | 2007-12-14 05:30:24 | 52 | 2007-12-14 05:30:24 | | 635 | at://tlcdatasecurity.com.au/asset/521 | at://tlcdatasecurity.com.au/asset/425 | ComponentOf | 425 | 521 | 52 | 2008-02-05 05:53:23 | 52 | 2008-02-05 05:53:23 | | 636 | at://tlcdatasecurity.com.au/asset/522 | at://tlcdatasecurity.com.au/asset/425 | ComponentOf | 425 | 522 | 52 | 2008-02-05 05:57:49 | 52 | 2008-02-05 05:57:49 | | 714 | fsck.com-rt://tlcdatasecurity.com.au/ticket/425 | at://tlcdatasecurity.com.au/asset/137 | RefersTo | 137 | 425 | 1912 | 2008-02-26 22:33:33 | 1912 | 2008-02-26 22:33:33 | +-----+-------------------------------------------------+--------------- ------------------------+-------------+-------------+-----------+------- --------+---------------------+---------+---------------------+ Thanks heaps for this. BenR -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Wednesday, 27 February 2008 4:43 AM To: Ben Robson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] That ticket has unresolved dependencies - [Pork] Email found in subject Ben, I would look at the DataBase. Try this SQL: select * from LIMKS where LOCALTARGET = 99999 or LOCALBASE = 99999; 99999 is the ticket id in question. Anyway, once you have that little query up, look to see if there is some records that shows the dependency. The TYPE field will indicate what's up. Hope this helps. Kenn LBNL On 2/25/2008 6:03 PM, Ben Robson wrote: > We have a couple of tickets that are not allowing us to resolve them, > reporting "That ticket has unresolved dependencies". Looking at the > ticket Links there are no dependencies listed. > > > > Does anyone have any suggestions about how to either resolve the > offending tickets, or locate any linked tickets that it may think are > dependencies but for some reason are not being shown? > > > > Thanks for the assist. > > > > BenR > > *The information contained in this communication is intended solely > for the use of the individual or entity to whom it is addressed and > others authorised to receive it. It may contain confidential or legally > privileged information. If you are not the intended recipient you are > hereby notified that any disclosure, copying, distribution or taking any > action in reliance on the contents of this information is strictly > prohibited and may be unlawful. If you have received this communication > in error, please notify us immediately by responding to this email and > then delete it, and any associated attachments, from your system. Thank > you.* > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From m.d.chappell at bath.ac.uk Wed Feb 27 04:32:12 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Wed, 27 Feb 2008 09:32:12 +0000 Subject: [rt-users] Resend today's emails? In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F3009E440C1F5@EXVMBX015-3.exch015.msoutlookonline.net> References: <415AD65C134E3F4FA0B4D06C88D63F3009E440C1F5@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <47C52E1C.3040509@bath.ac.uk> Christopher Short wrote: > Hi, > every so often our RT 3.6.1 silently stops forwarding emails on to the appropriate recipients, having used up a shocking amount of memory. It's the "Cannot allocate memory" problem, which I gather is a known bug. We're setting up a process to restart RT every night, that will hopefully reduce the occurrence of this problem. We've had the same thing happen. There are a couple of tricks you can play with Apache to reduce the problem. However, it's also worth noting that it is possible to resend the mails automatically... I used the attached perl script to rerun the scrips on the transactions that failed to send mails. It's possible to parse out the failed scrips from the logs The Message-ID of the failed message will turn up in the apache error logs. Then if you search the rt logs (in our case /var/log/messages because we're sending them through syslog) for the Message-ID of the message it was trying to send, you'll see a line like Feb 17 11:44:16 chas RT: #361410/1892333 - Scrip 1253 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:2 38) The important bit is "#361410/1892333" This is the ticket number and the transaction that caused the scrip to run. I used a combination of grep, cut, uniq and xargs to tease the transaction IDs out of the logs and then just re-ran the scrips on those transactions. Admittedly this could also reopen or close tickets, but if the user's not actually seen any reply then they're unlikely to have taken things further... Back to Apache... There are tricks you can play with leaky apache processes... With a bit of empirical playing I ended up with the following in the main apache config. ===== # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # MaxClients: maximum number of server processes allowed to start # MaxRequestsPerChild: maximum number of requests a server process serves StartServers 5 MinSpareServers 2 MaxSpareServers 5 MaxClients 150 MaxRequestsPerChild 1000 # worker MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves StartServers 2 MaxClients 150 MinSpareThreads 25 MaxSpareThreads 75 ThreadsPerChild 25 MaxRequestsPerChild 1000 ====== What it basically does is causes the children to die after answering a thousand requests, freeing up some of the leaked memory. Hope this helps, Mark -- Mark Chappell Unix Systems Administrator -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt-rerun-scrips URL: From elacour at easter-eggs.com Wed Feb 27 04:43:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 27 Feb 2008 10:43:53 +0100 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <589c94400802241257vad6373do9947fb48f169a921@mail.gmail.com> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <589c94400802241257vad6373do9947fb48f169a921@mail.gmail.com> Message-ID: <20080227094353.GB3783@easter-eggs.com> On Sun, Feb 24, 2008 at 11:57:46PM +0300, Ruslan Zakirov wrote: > Hello, guys. > Privet Ruslan ;) (and thanks for commiting my patches in svn :)) > I'm reviewing this again after receiving new info from various sources. > 1) People say that our function based indexes are incorrect, instead > of LOWER('XXX') we must use LOWER(XXX), where XXX is name of a column. > 2) This particular query we build by hand without using our abstract > interface, so it even don't have any calls to LOWER() function. > > So you should try: > 1) replace all indexes that has LOWER('XXX'), list of indexes we > create by default is in etc/schema.Oracle Done, no change, see my comment on #8970. > 2) create index on Groups(Type, Domain, Instance) instead of one I > suggested before and explain query without any LOWER calls. > I tried, but it isn't needed, actually, with the following custom indexes (made as I said, for other speed improvements), _and_ after running dbms_utility.analyze_schema('RT', 'compute'), every indexes are used: My current custom indexes: CREATE INDEX FSHACL1 ON ACL (OBJECTID); CREATE INDEX FSHCGM1 ON CACHEDGROUPMEMBERS (DISABLED, MEMBERID); CREATE INDEX FSHGROUPMEMBERS1 ON GROUPMEMBERS (MEMBERID); CREATE INDEX FSHGROUPS1 ON GROUPS (INSTANCE); CREATE INDEX FSHPRINCIPALS1 ON PRINCIPALS (DISABLED); CREATE INDEX FSHTICKETS1 ON TICKETS (STATUS); Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=1489 Card=1 Bytes=256) 1 0 SORT (ORDER BY) (Cost=1489 Card=1 Bytes=256) 2 1 NESTED LOOPS (Cost=1488 Card=1 Bytes=256) 3 2 VIEW (Cost=1487 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=1487 Card=1 Bytes=77) 5 4 HASH JOIN (Cost=1087 Card=45693 Bytes=3518361) 6 5 INLIST ITERATOR 7 6 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE) (Cost=1 Card=24 Bytes=696) 8 5 NESTED LOOPS (Cost=1085 Card=15527 Bytes=745296) 9 8 HASH JOIN (Cost=542 Card=54344 Bytes=1249912) 10 9 NESTED LOOPS (Cost=15 Card=19856 Bytes=297840) 11 10 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCIPALS' (Cost=14 Card=89822 Bytes=988042) 12 11 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) (Cost=335 Card=179644) 13 10 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 14 9 INDEX (FULL SCAN) OF 'GROUMEM' (NON-UNIQUE) (Cost=3050 Card=983335 Bytes=7866680) 15 8 TABLE ACCESS (BY INDEX ROWID) OF 'GROUPS' (Cost=1 Card=1 Bytes=25) 16 15 INDEX (UNIQUE SCAN) OF 'GROUPS_KEY' (UNIQUE) 17 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card=1 Bytes=246) 18 17 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 223 recursive calls 0 db block gets 924231 consistent gets 35 physical reads 0 redo size 1249 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 8 sorts (memory) 0 sorts (disk) 0 rows processed I can enhance a little bit with the following index: CREATE INDEX TEST1 ON CACHEDGROUPMEMBERS(MEMBERID); Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=1161 Card=1 Bytes=256) 1 0 SORT (ORDER BY) (Cost=1161 Card=1 Bytes=256) 2 1 NESTED LOOPS (Cost=1160 Card=1 Bytes=256) 3 2 VIEW (Cost=1159 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=1159 Card=1 Bytes=77) 5 4 HASH JOIN (Cost=759 Card=45693 Bytes=3518361) 6 5 INLIST ITERATOR 7 6 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE) (Cost=1 Card=24 Bytes=696) 8 5 NESTED LOOPS (Cost=757 Card=15527 Bytes=745296) 9 8 NESTED LOOPS (Cost=214 Card=54344 Bytes=1249912) 10 9 NESTED LOOPS (Cost=15 Card=19856 Bytes=297840) 11 10 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCIPALS' (Cost=14 Card=89822 Bytes=988042) 12 11 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) (Cost=335 Card=179644) 13 10 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 14 9 TABLE ACCESS (BY INDEX ROWID) OF 'CACHEDGROUPMEMBERS' (Cost=1 Card=3 Bytes=24) 15 14 INDEX (RANGE SCAN) OF 'TEST1' (NON-UNIQUE) 16 8 TABLE ACCESS (BY INDEX ROWID) OF 'GROUPS' (Cost=1 Card=1 Bytes=25) 17 16 INDEX (UNIQUE SCAN) OF 'GROUPS_KEY' (UNIQUE) 18 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card=1 Bytes=246) 19 18 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 0 recursive calls 0 db block gets 1091728 consistent gets 1580 physical reads 0 redo size 1235 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 2 sorts (memory) 0 sorts (disk) 0 rows processed Maybe we should try to review the SQL to minimize NON-UNIQUE indexes uses, but that's outside my current knowledge :( From Steve.Ironside at salamis.com Wed Feb 27 04:02:52 2008 From: Steve.Ironside at salamis.com (Steve Ironside) Date: Wed, 27 Feb 2008 09:02:52 -0000 Subject: [rt-users] Global Queue Change - problem with script execution (newbie) Message-ID: <061C86E752818A4F991A30E008E5499503FB570D@horus.salamis.net> We're setting up RT to handle our IT Service Desk, with an inbound "triage" queue which we intend to split out to Infrastructure, Rental and Business Systems work queues. I want our analysts to be sent an e-mail when the Service Desk pass something back from triage into one of the work queues, and a Global "On Queue Change" scrip seemed to be the right way to go (eventually I'll want to do some more clever call allocation stuff as well, but for now I'm adopting a 'keep it simple' approach!). The scrip is :- Description: Queue Transfer Condition: On Queue Change Action: Notify AdminCCs Template: Global template: QTransfer Stage: TransactionCreate The Template is:- Name: QTransfer Description: Transfer of ticket Content: A ticket has been transferred to this queue. Ticket #{$Ticket->id()} Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()} Subject: {$Ticket->Subject} Description: { $Ticket->Transactions->First->Content; } == I have a group created for each work queue, which is configured to be AdminCC on the queue, but when I open a call in the triage queue and change it to one of the work queues, no e-mail! Am I missing something fundamental here? Any help would be appreciated - we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed. Cheers, Steve. -- Steve Ironside Any views/opinions expressed in this email are that of the author and may not reflect the views of BIS Industrial Services Ltd - www.bis-is.co.uk BIS Salamis (M&I) Ltd. Registered In Scotland: SC54207 Registered Office: 4 Greenhole Place, Aberdeen, AB23 8EU VAT No: 267 5548 21 BIS Salamis Ltd. Registered in England And Wales: 1690942 Registered Office: 46 Pinbush Road, Lowestoft, NR33 7NL VAT No: 373 2129 65 This e-mail may contain secrets or privileged, undisclosed or otherwise confidential information. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution of it is strictly prohibited. Please inform us immediately and destroy the original transmittal. Thank you for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Feb 27 05:15:26 2008 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 27 Feb 2008 10:15:26 +0000 Subject: [rt-users] Global Queue Change - problem with script execution (newbie) In-Reply-To: <061C86E752818A4F991A30E008E5499503FB570D@horus.salamis.net> References: <061C86E752818A4F991A30E008E5499503FB570D@horus.salamis.net> Message-ID: <47C5383E.4020406@pipex.net> Steve; At the top of the template put the mail headers something like: Subject: Queue Change: {$Ticket->Subject} RT-Attach-Message: Yes Then leave atleast 2 lines blank before you add your text, give this a try and see if it works. Roy Steve Ironside wrote: > We're setting up RT to handle our IT Service Desk, with an inbound > "triage" queue which we intend to split out to Infrastructure, Rental > and Business Systems work queues. > > > > I want our analysts to be sent an e-mail when the Service Desk pass > something back from triage into one of the work queues, and a Global "On > Queue Change" scrip seemed to be the right way to go (eventually I'll > want to do some more clever call allocation stuff as well, but for now > I'm adopting a 'keep it simple' approach!). > > > > The scrip is :- > > Description: Queue Transfer > > Condition: On Queue Change > > Action: Notify AdminCCs > > Template: Global template: QTransfer > > Stage: TransactionCreate > > > > The Template is:- > > Name: QTransfer > > Description: Transfer of ticket > > Content: > > A ticket has been transferred to this queue. > > > > Ticket #{$Ticket->id()} > > Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()} > > Subject: {$Ticket->Subject} > > > > Description: > > { $Ticket->Transactions->First->Content; } > > > > == > > I have a group created for each work queue, which is configured to be > AdminCC on the queue, but when I open a call in the triage queue and > change it to one of the work queues, no e-mail! > > > > Am I missing something fundamental here? Any help would be appreciated - > we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed. > > > > Cheers, > > Steve. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mike.peachey at jennic.com Wed Feb 27 07:18:09 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 27 Feb 2008 12:18:09 +0000 Subject: [rt-users] Rights, rights, rights... In-Reply-To: <519782dc0802071155i5a3c1094p8dd419520b432d2c@mail.gmail.com> References: <20080206152252.GC32713@zaphod.mvlan.net> <47AA0854.6040604@lbl.gov> <20080207150954.GA12053@zaphod.mvlan.net> <519782dc0802070810h489f8509vc63a2a3ba017a12b@mail.gmail.com> <47AB56AE.4020608@lbl.gov> <519782dc0802071155i5a3c1094p8dd419520b432d2c@mail.gmail.com> Message-ID: <47C55501.1010903@jennic.com> Todd Chapman wrote: > Kenneth, > > There should be no glitch in the Matrix. No deja vu. ;) Todd, I'm attempting to install RTx-RightsMatrix-0.03.00 on top of RT 3.6.5 and make test is bitching wildly! I'm not keen on running a make install with make test flailing about.. Any thoughts? Here's the `make test` output: ~/RTx-RightsMatrix-0.03.00# make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00setup.........Name "RT::DatabaseName" used only once: possible typo at t/00setup.t line 14. # Must test against rt3regression! # No tests run! t/00setup.........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-178 Failed 178/178 tests, 0.00% okay t/01groups........Name "RT::DatabaseName" used only once: possible typo at t/01groups.t line 16. # Must test against rt3regression # No tests run! t/01groups........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-37 Failed 37/37 tests, 0.00% okay t/02acl...........Name "RT::DatabaseName" used only once: possible typo at t/02acl.t line 16. # Must test against rt3regression # No tests run! t/02acl...........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-28 Failed 28/28 tests, 0.00% okay t/03util..........Name "RT::DatabaseName" used only once: possible typo at t/03util.t line 16. # Must test against rt3regression # No tests run! t/03util..........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-41 Failed 41/41 tests, 0.00% okay t/pod-coverage....ok t/pod.............ok Failed Test Stat Wstat Total Fail List of Failed ------------------------------------------------------------------------------- t/00setup.t 255 65280 178 356 1-178 t/01groups.t 255 65280 37 74 1-37 t/02acl.t 255 65280 28 56 1-28 t/03util.t 255 65280 41 82 1-41 Failed 4/6 test scripts. 284/290 subtests failed. Files=6, Tests=290, 3 wallclock secs ( 2.49 cusr + 0.70 csys = 3.19 CPU) Failed 4/6 test programs. 284/290 subtests failed. make: *** [test_dynamic] Error 255 -- 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 __________________________________________________ From ruz at bestpractical.com Wed Feb 27 08:41:55 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 27 Feb 2008 16:41:55 +0300 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <20080227094353.GB3783@easter-eggs.com> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <589c94400802241257vad6373do9947fb48f169a921@mail.gmail.com> <20080227094353.GB3783@easter-eggs.com> Message-ID: <589c94400802270541r44f68957i2695343285a5ba4c@mail.gmail.com> On Wed, Feb 27, 2008 at 12:43 PM, Emmanuel Lacour wrote: > On Sun, Feb 24, 2008 at 11:57:46PM +0300, Ruslan Zakirov wrote: > > Hello, guys. > > > > Privet Ruslan ;) Privet. > > (and thanks for commiting my patches in svn :)) Welcome, there are still some not applied. I'll look into them as well. > > I'm reviewing this again after receiving new info from various sources. > > 1) People say that our function based indexes are incorrect, instead > > of LOWER('XXX') we must use LOWER(XXX), where XXX is name of a column. > > 2) This particular query we build by hand without using our abstract > > interface, so it even don't have any calls to LOWER() function. > > > > So you should try: > > 1) replace all indexes that has LOWER('XXX'), list of indexes we > > create by default is in etc/schema.Oracle > > Done, no change, see my comment on #8970. Ok. > > 2) create index on Groups(Type, Domain, Instance) instead of one I > > suggested before and explain query without any LOWER calls. > > I tried, but it isn't needed, actually, with the following custom > indexes (made as I said, for other speed improvements), _and_ after > running dbms_utility.analyze_schema('RT', 'compute'), every indexes are > used: Oracle doesn't want to build plan I want it to build :(. I still believe it should use different way. I hope you'll help me by providing more explains and may be we'll make this query really fast as it should be or learn some lessons to remember in the future. The following query use a hint to predefine order of joins, I want you to explain it, so I can compare plans with those we have now. SELECT main.* FROM ( SELECT /* ORDERED */ DISTINCT main.ID FROM acl acl_4, GROUPS groups_3, cachedgroupmembers cachedgroupmembers_2, principals principals_1, users main WHERE acl_4.rightname = 'OwnTicket' AND (acl_4.objecttype = 'RT::Queue' OR acl_4.objecttype = 'RT::System') AND acl_4.principaltype = groups_3.TYPE AND (groups_3.domain = 'RT::Queue-Role' OR groups_3.domain = 'RT::System-Role') AND groups_3.ID = cachedgroupmembers_2.groupid AND cachedgroupmembers_2.memberid = principals_1.ID AND principals_1.ID != '1' AND principals_1.disabled = '0' AND principals_1.principaltype = 'User' AND principals_1.ID = main.ID ) distinctquery, users main WHERE (main.ID = distinctquery.ID) ORDER BY main.NAME ASC > > My current custom indexes: > > CREATE INDEX FSHACL1 ON ACL (OBJECTID); > CREATE INDEX FSHCGM1 ON CACHEDGROUPMEMBERS (DISABLED, MEMBERID); > CREATE INDEX FSHGROUPMEMBERS1 ON GROUPMEMBERS (MEMBERID); > CREATE INDEX FSHGROUPS1 ON GROUPS (INSTANCE); > CREATE INDEX FSHPRINCIPALS1 ON PRINCIPALS (DISABLED); > CREATE INDEX FSHTICKETS1 ON TICKETS (STATUS); > [snip plan] > > I can enhance a little bit with the following index: > > CREATE INDEX TEST1 ON CACHEDGROUPMEMBERS(MEMBERID); > Instead of TEST1 index create, however read to the end first: CREATE INDEX TEST2 ON CACHEDGROUPMEMBERS(MEMBERID, GROUPID); You have the following index: CREATE INDEX FSHCGM1 ON CACHEDGROUPMEMBERS (DISABLED, MEMBERID); I do think that in the end you can have one index: CREATE INDEX CGM_FINAL ON CACHEDGROUPMEMBERS(MEMBERID, GROUPID, DISABLED); That will cover FSHCGM1, TEST1 and TEST2 without much penalty. The most important thing I want to see explain with TEST2, we need confirmation that oracle successfully switches from TEST1 to TEST2 and benefits from it. Second goal is too confirm that CGM_FINAL will not make things much worse when there is no FSHCGM1, TEST1 and TEST2. [snip plan] > > > Maybe we should try to review the SQL to minimize NON-UNIQUE indexes uses, but that's outside my current knowledge :( > -- Best regards, Ruslan. From wj313 at gmx.net Wed Feb 27 08:42:39 2008 From: wj313 at gmx.net (Johann Wilfling) Date: Wed, 27 Feb 2008 14:42:39 +0100 Subject: [rt-users] JumpToFrontPageOnTicketResolve Message-ID: <20080227134239.17830@gmx.net> Hi list, I'm trying to simulate the behaviour of this scrip with RT3.6.1 from here: http://wiki.bestpractical.com/view/JumpToFrontPageOnTicketResolve It seems that -besides of the "-typo- the printf statement doesn't redirect the web browser. How do I redirect the web browser to another page within a custom action scrip? Kind regards, /// wj -- Der GMX SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! Ideal f?r Modem und ISDN: http://www.gmx.net/de/go/smartsurfer From rfh at pipex.net Wed Feb 27 09:45:54 2008 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 27 Feb 2008 14:45:54 +0000 Subject: [rt-users] JumpToFrontPageOnTicketResolve In-Reply-To: <20080227134239.17830@gmx.net> References: <20080227134239.17830@gmx.net> Message-ID: <47C577A2.5020709@pipex.net> Johann; I 'll be (very x high number) surprised if the code in that link actually work ..??? and I would like to be corrected if I am wrong but as I understand scrips they work in the back end, do not influence the browser in any form or shape .. To redirect your browser on Resolve you need to change code in Ticket/Display.html Roy Johann Wilfling wrote: > Hi list, > > I'm trying to simulate the behaviour of this scrip with RT3.6.1 from here: > http://wiki.bestpractical.com/view/JumpToFrontPageOnTicketResolve > > It seems that -besides of the "-typo- the printf statement doesn't redirect the web browser. > > How do I redirect the web browser to another page within a custom action scrip? > > Kind regards, > /// wj > > > From ncreamer at gmail.com Wed Feb 27 09:57:59 2008 From: ncreamer at gmail.com (Nat Creamer) Date: Wed, 27 Feb 2008 09:57:59 -0500 Subject: [rt-users] Scrip question...Getting there slowly...Time Worked Message-ID: Greg, With apologies if this is off-base but I see process as the answer to your problem. Whether an issue needs to be tracked for troubleshooting over the phone, at the desk or in the server room it should be "created" from the get go. Here's my rationale - I look at the first comment (STATUS = New) as the problem description. It should be short and to the point. Collect necessary information and create the ticket. To help train your phone support to comply with this process, make sure they provide end users with a ticket number before they start to troubleshoot (nice customer service touch). All comments posted after the fact (STATUS = Open OR Stalled) make up the bulk of the ticket history and detail troubleshooting steps and communication with the end user. When solved, the final comment (STATUS = Resolved) is the resolution which again should be short and to the point. This allows for reporting to include an easy to read recap of Date | Requestor | Problem Description | Resolution | Time worked (thanks to your scrip). If you allow front line/techs to cram all parts of an issue into one comment that serves as problem/troubleshooting/resolution, you miss out on important tracking steps that can help with ticket histories/trending/ and repeatable solutions for a knowledge base. That kind of report can also be useful in demonstrating work to end-users or management where the details of a ticket can be confusing or perhaps even inappropriate at times. The harder part of this process may be training everyone to separate out the resolution as a separate event (and learning how to make it concise/clear/valuable) but I think the end result may justify the effort. Nat On *Sun Feb 10 02:53:22 EST 2008 *gevans at hcc.net ** ------------------------------ Hi Ruslan, Mike and everyone reading the list. I have got the scrip working now, thanks for your input Mike, Ruslan, it was a lot of help. I thought I would post it here and then ask a follow-up question or two :) Here is what I have so far and it works great as long as you set the time worked in the ticket after you first create it. Description: Set Time Worked Condition: On Transaction Action: User Defined Template: Global template: Blank Stage: Transaction Create Custom Condition: Custom Action Preparation Code: 1; Custom Action Cleanup Code: # If we reply to or comment on a ticket $RT::Logger->debug("Got to Stage 2"); if ($self->TransactionObj->Type eq "Correspond" || $self- >TransactionObj->Type eq "Comment") { #set our variable $ticket_Worked to the difference in time between the Created #datestamp and the updated datestamp my $date_update=$self->TicketObj->LastUpdatedObj->Unix; my $date_create=$self->TicketObj->CreatedObj->Unix; #check current value of time worked for debug #my $ticket_check = $self->TicketObj->TimeWorked; #calculate the new value we will place in the TimeWorked field we are working in unix time #so everything is in seconds, divide by 60 to get minutes. my $ticket_Worked = (($date_update - $date_create)/60); #change the TimeWorked field to the value of our variable ($ticket_Worked) $self->TicketObj->SetTimeWorked($ticket_Worked); return 1; } else { return undef; } So, that works. now my questions. 1) As I stated the above code works, but with one caveat. If I do not manually enter the time worked the first time, any updates to the ticket result in the time worked remaining at "0". I can understand that for many organizations this would be the preferred method for this, because someone would create the ticket and there may be lengthy research involved, etc. before the ticket can be updated, however in the case for how we are using RT, it is for phone calls in to the helpdesk, and most tickets are resolved during that first call. On a slow day, this would not be an issue, because we could manually enter the time worked, though if we forget, that destroys the value of the time worked field. This leads to question #2... 2) When I create a new ticket, I would like to be able to do the same as above, but it should automatically set the time worked from when I clicked "New TIcket In..." to when I actually clicked the "Create" button. I am assuming that I *should* be able to do this through the scrip process somehow, so I decided to watch the rt.log while I clicked "New Ticket In..." but I saw no entries into the log file that would indicate that I am creating a new ticket, which I assume is because it will not be logging that until I actually hit the create button. So I am interested in knowing how would I go about implementing something like this, so that I can ensure hat each ticket gets an entry in Time Worked without any user having to manually enter it, or is there no way to accomplish this? Regards, Greg Evans -------------- next part -------------- An HTML attachment was scrubbed... URL: From wj313 at gmx.net Wed Feb 27 09:58:26 2008 From: wj313 at gmx.net (Johann Wilfling) Date: Wed, 27 Feb 2008 15:58:26 +0100 Subject: [rt-users] JumpToFrontPageOnTicketResolve In-Reply-To: <47C577A2.5020709@pipex.net> References: <20080227134239.17830@gmx.net> <47C577A2.5020709@pipex.net> Message-ID: <20080227145826.59110@gmx.net> Dear Roy, Actually, the code in that scrip doesn't work as "described". I thought of modifying "Display.html" by myself, but I wanted to know, if there is any other possibility to achive such a behaviour in a more "elegant" way .. Kind regards, /// wj -------- Original-Nachricht -------- > Datum: Wed, 27 Feb 2008 14:45:54 +0000 > Von: Roy El-Hames > An: Johann Wilfling > CC: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] JumpToFrontPageOnTicketResolve > Johann; > > I 'll be (very x high number) surprised if the code in that link > actually work ..??? and I would like to be corrected if I am wrong but > as I understand scrips they work in the back end, do not influence the > browser in any form or shape .. > To redirect your browser on Resolve you need to change code in > Ticket/Display.html > > Roy > > Johann Wilfling wrote: > > Hi list, > > > > I'm trying to simulate the behaviour of this scrip with RT3.6.1 from > here: > > http://wiki.bestpractical.com/view/JumpToFrontPageOnTicketResolve > > > > It seems that -besides of the "-typo- the printf statement doesn't > redirect the web browser. > > > > How do I redirect the web browser to another page within a custom > action scrip? > > > > Kind regards, > > /// wj > > > > > > -- Ist Ihr Browser Vista-kompatibel? Jetzt die neuesten Browser-Versionen downloaden: http://www.gmx.net/de/go/browser From richih.mailinglist at gmail.com Wed Feb 27 10:20:43 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Wed, 27 Feb 2008 16:20:43 +0100 Subject: [rt-users] Hooking a template to an action in RT 3.4? Message-ID: <2d460de70802270720k56c5d457n7ce82d59bbfd9895@mail.gmail.com> Hi all, I want to use a template I found on the wiki [1] to the actions in the upper right of the ticket detail view (Ticket/Display.html). By overriding Ticket/Elements/Tabs, I am able to create a new link in the ticket view, but I am unable to figure out how to create an action which Ticket/Update.html would accept and invoke my template. All tips & links appreciated :) Richard [1] http://wiki.bestpractical.com/view/AddTicketHistoryToMail From elacour at easter-eggs.com Wed Feb 27 10:41:10 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 27 Feb 2008 16:41:10 +0100 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <589c94400802270541r44f68957i2695343285a5ba4c@mail.gmail.com> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <589c94400802241257vad6373do9947fb48f169a921@mail.gmail.com> <20080227094353.GB3783@easter-eggs.com> <589c94400802270541r44f68957i2695343285a5ba4c@mail.gmail.com> Message-ID: <20080227154110.GF25567@easter-eggs.com> On Wed, Feb 27, 2008 at 04:41:55PM +0300, Ruslan Zakirov wrote: > > Privet. > I will be near request-tracker.ru on saturday, flying to Tomck :) > Oracle doesn't want to build plan I want it to build :(. I still > believe it should use different way. I hope you'll help me by > providing more explains and may be we'll make this query really fast > as it should be or learn some lessons to remember in the future. > > The following query use a hint to predefine order of joins, I want you > to explain it, so I can compare plans with those we have now. > > SELECT main.* FROM ( > SELECT /* ORDERED */ DISTINCT main.ID > FROM acl acl_4, GROUPS groups_3, cachedgroupmembers > cachedgroupmembers_2, principals principals_1, users main > WHERE > acl_4.rightname = 'OwnTicket' > AND (acl_4.objecttype = 'RT::Queue' OR acl_4.objecttype = 'RT::System') > AND acl_4.principaltype = groups_3.TYPE > AND (groups_3.domain = 'RT::Queue-Role' OR groups_3.domain = > 'RT::System-Role') > AND groups_3.ID = cachedgroupmembers_2.groupid > AND cachedgroupmembers_2.memberid = principals_1.ID > AND principals_1.ID != '1' > AND principals_1.disabled = '0' > AND principals_1.principaltype = 'User' > AND principals_1.ID = main.ID > ) distinctquery, users main > WHERE (main.ID = distinctquery.ID) > ORDER BY main.NAME ASC > > 1) plan with stock RT indexes Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=4153 Card=19856 Bytes=5083136) 1 0 SORT (ORDER BY) (Cost=4153 Card=19856 Bytes=5083136) 2 1 MERGE JOIN (Cost=2200 Card=19856 Bytes=5083136) 3 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=33 Card=19857 Bytes=4884822) 4 3 INDEX (FULL SCAN) OF 'USERS_KEY' (UNIQUE) (Cost=50 Card=19857) 5 2 SORT (JOIN) (Cost=2168 Card=19856 Bytes=198560) 6 5 VIEW (Cost=2103 Card=19856 Bytes=198560) 7 6 SORT (UNIQUE) (Cost=2103 Card=19856 Bytes=1528912) 8 7 HASH JOIN (Cost=1189 Card=45693 Bytes=3518361) 9 8 INLIST ITERATOR 10 9 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE) (Cost=1 Card=24 Bytes=696) 11 8 NESTED LOOPS (Cost=1187 Card=15527 Bytes=745296) 12 11 HASH JOIN (Cost=644 Card=54344 Bytes=1249912 13 12 NESTED LOOPS (Cost=117 Card=19856 Bytes=297840) 14 13 TABLE ACCESS (FULL) OF 'PRINCIPALS' (Cost=116 Card=89822 Bytes=988042) 15 13 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 16 12 INDEX (FULL SCAN) OF 'GROUMEM' (NON-UNIQUE) (Cost=3050 Card=983335 Bytes=7866680) 17 11 TABLE ACCESS (BY INDEX ROWID) OF 'GROUPS' (Cost=1 Card=1 Bytes=25) 18 17 INDEX (UNIQUE SCAN) OF 'GROUPS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 636 recursive calls 0 db block gets 923745 consistent gets 322 physical reads 0 redo size 1249 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 21 sorts (memory) 0 sorts (disk) 0 rows processed 2) we clearly need index on Principals, si plan with the folowing index: CREATE INDEX FSHPRINCIPALS1 ON PRINCIPALS (DISABLED); Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=1480 Card=1 Bytes=256) 1 0 SORT (ORDER BY) (Cost=1480 Card=1 Bytes=256) 2 1 NESTED LOOPS (Cost=1478 Card=1 Bytes=256) 3 2 VIEW (Cost=1477 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=1477 Card=1 Bytes=77) 5 4 HASH JOIN (Cost=1078 Card=45693 Bytes=3518361) 6 5 INLIST ITERATOR 7 6 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE) (Cost=1 Card=24 Bytes=696) 8 5 NESTED LOOPS (Cost=1076 Card=15527 Bytes=745296) 9 8 HASH JOIN (Cost=532 Card=54344 Bytes=1249912) 10 9 NESTED LOOPS (Cost=6 Card=19856 Bytes=297840) 11 10 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCIPALS' (Cost=5 Card=89822 Bytes=988042) 12 11 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) (Cost=13 Card=179644) 13 10 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 14 9 INDEX (FULL SCAN) OF 'GROUMEM' (NON-UNIQUE) (Cost=3050 Card=983335 Bytes=7866680) 15 8 TABLE ACCESS (BY INDEX ROWID) OF 'GROUPS' (Cost=1 Card=1 Bytes=25) 16 15 INDEX (UNIQUE SCAN) OF 'GROUPS_KEY' (UNIQUE) 17 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card=1 Bytes=246) 18 17 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 0 recursive calls 0 db block gets 924164 consistent gets 676 physical reads 0 redo size 1249 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 2 sorts (memory) 0 sorts (disk) 0 rows processed 3) plan with TEST1 Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=1152 Card=1 Bytes=256) 1 0 SORT (ORDER BY) (Cost=1152 Card=1 Bytes=256) 2 1 NESTED LOOPS (Cost=1150 Card=1 Bytes=256) 3 2 VIEW (Cost=1149 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=1149 Card=1 Bytes=77) 5 4 HASH JOIN (Cost=750 Card=45693 Bytes=3518361) 6 5 INLIST ITERATOR 7 6 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE) (Cost=1 Card=24 Bytes=696) 8 5 NESTED LOOPS (Cost=748 Card=15527 Bytes=745296) 9 8 NESTED LOOPS (Cost=204 Card=54344 Bytes=1249912) 10 9 NESTED LOOPS (Cost=6 Card=19856 Bytes=297840) 11 10 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCIPALS' (Cost=5 Card=89822 Bytes=988042) 12 11 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) (Cost=13 Card=179644) 13 10 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 14 9 TABLE ACCESS (BY INDEX ROWID) OF 'CACHEDGROUPMEMBERS' (Cost=1 Card=3 Bytes=24) 15 14 INDEX (RANGE SCAN) OF 'TEST1' (NON-UNIQUE) 16 8 TABLE ACCESS (BY INDEX ROWID) OF 'GROUPS' (Cost=1 Card=1 Bytes=25) 17 16 INDEX (UNIQUE SCAN) OF 'GROUPS_KEY' (UNIQUE) 18 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card=1 Bytes=246) 19 18 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 0 recursive calls 0 db block gets 1091717 consistent gets 1580 physical reads 0 redo size 1249 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 2 sorts (memory) 0 sorts (disk) 0 rows processed 4) plan with TEST2 instead of TEST1 Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=1152 Card=1 Bytes=256) 1 0 SORT (ORDER BY) (Cost=1152 Card=1 Bytes=256) 2 1 NESTED LOOPS (Cost=1150 Card=1 Bytes=256) 3 2 VIEW (Cost=1149 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=1149 Card=1 Bytes=77) 5 4 HASH JOIN (Cost=750 Card=45693 Bytes=3518361) 6 5 INLIST ITERATOR 7 6 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE) (Cost=1 Card=24 Bytes=696) 8 5 NESTED LOOPS (Cost=748 Card=15527 Bytes=745296) 9 8 NESTED LOOPS (Cost=204 Card=54344 Bytes=1249912) 10 9 NESTED LOOPS (Cost=6 Card=19856 Bytes=297840) 11 10 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCIPALS' (Cost=5 Card=89822 Bytes=988042) 12 11 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) (Cost=13 Card=179644) 13 10 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 14 9 INDEX (RANGE SCAN) OF 'TEST2' (NON-UNIQUE) (Cost=1 Card=3 Bytes=24) 15 8 TABLE ACCESS (BY INDEX ROWID) OF 'GROUPS' (Cost=1 Card=1 Bytes=25) 16 15 INDEX (UNIQUE SCAN) OF 'GROUPS_KEY' (UNIQUE) 17 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card=1 Bytes=246) 18 17 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 47 recursive calls 0 db block gets 949255 consistent gets 1969 physical reads 0 redo size 1249 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 2 sorts (memory) 0 sorts (disk) 0 rows processed 5) plan with CGM_FINAL instead of TEST1/TEST2 Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=1152 Card=1 Bytes=256) 1 0 SORT (ORDER BY) (Cost=1152 Card=1 Bytes=256) 2 1 NESTED LOOPS (Cost=1150 Card=1 Bytes=256) 3 2 VIEW (Cost=1149 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=1149 Card=1 Bytes=77) 5 4 HASH JOIN (Cost=750 Card=45693 Bytes=3518361) 6 5 INLIST ITERATOR 7 6 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE) (Cost=1 Card=24 Bytes=696) 8 5 NESTED LOOPS (Cost=748 Card=15527 Bytes=745296) 9 8 NESTED LOOPS (Cost=204 Card=54344 Bytes=1249912) 10 9 NESTED LOOPS (Cost=6 Card=19856 Bytes=297840) 11 10 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCIPALS' (Cost=5 Card=89822 Bytes=988042) 12 11 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) (Cost=13 Card=179644) 13 10 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 14 9 INDEX (RANGE SCAN) OF 'CGM_FINAL' (NON-UNIQUE) (Cost=1 Card=3 Bytes=24) 15 8 TABLE ACCESS (BY INDEX ROWID) OF 'GROUPS' (Cost=1 Card=1 Bytes=25) 16 15 INDEX (UNIQUE SCAN) OF 'GROUPS_KEY' (UNIQUE) 17 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card=1 Bytes=246) 18 17 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 47 recursive calls 0 db block gets 949387 consistent gets 2129 physical reads 0 redo size 1249 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 2 sorts (memory) 0 sorts (disk) 0 rows processed > > > > CREATE INDEX FSHACL1 ON ACL (OBJECTID); > > CREATE INDEX FSHCGM1 ON CACHEDGROUPMEMBERS (DISABLED, MEMBERID); > > CREATE INDEX FSHGROUPMEMBERS1 ON GROUPMEMBERS (MEMBERID); > > CREATE INDEX FSHGROUPS1 ON GROUPS (INSTANCE); > > CREATE INDEX FSHPRINCIPALS1 ON PRINCIPALS (DISABLED); > > CREATE INDEX FSHTICKETS1 ON TICKETS (STATUS); > > > > The most important thing I want to see explain with TEST2, we need > confirmation that oracle successfully switches from TEST1 to TEST2 and > benefits from it. That's ok. > > Second goal is too confirm that CGM_FINAL will not make things much > worse when there is no FSHCGM1, TEST1 and TEST2. Also ok. But still no perf improvement :( From lgrella at acquiremedia.com Wed Feb 27 13:12:22 2008 From: lgrella at acquiremedia.com (lgrella) Date: Wed, 27 Feb 2008 10:12:22 -0800 (PST) Subject: [rt-users] Block creation of tickets via email? Message-ID: <15705888.post@talk.nabble.com> I have just started to use RT. I am in the process of setting up my users and queues. Is it possible to set up alias's for reply to addresses for queues, but disable them for create so that I have to force my users to go into the RT system to create their tickets? I do not want the users to create tickets via email unless they do not know where they should put a ticket, and in that case, it will go in a general queue and management will decide which queue to put it in. But if someone knows what queue to put a ticket into (say QA for example), I want them to go into RT and add a ticket using the online system, adding it to the QA queue. So basically my question is: is it possible to disable OnCreate from email for all queues but one? Thanks in advance. -- View this message in context: http://www.nabble.com/Block-creation-of-tickets-via-email--tp15705888p15705888.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rainer at ultra-secure.de Wed Feb 27 13:24:33 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 27 Feb 2008 19:24:33 +0100 Subject: [rt-users] Exchange 2007 and Fetchmail In-Reply-To: References: Message-ID: <47C5AAE1.8090209@ultra-secure.de> Candelario, Bill schrieb: > Hi, > > I've recently upgrade to Exchange 2007 from 2003 and am having issues > with logging into our mailbox using fetchmail via POP3. I am able to > telnet into the server via POP3 and log in but when fetchmail tries it > it says bad username and password. I was wondering if anyone would > know if it was an issue with certifcates, that are now an important > piece with Exchange, or if it's a special setting on fetchmail that I > have to use. > I have it working. Be sure to use the same hostname in the .fetchmail.conf as in the certificate. EXC2K7 will announce that it can do POP3+SSL and fetchmail will try to use it. If you used the wrong hostname, it will complain. Run fetchmail with -v to see what it's doing. cheers, Rainer From KFCrocker at lbl.gov Wed Feb 27 14:29:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 27 Feb 2008 11:29:57 -0800 Subject: [rt-users] Global Queue Change - problem with script execution (newbie) In-Reply-To: <47C5383E.4020406@pipex.net> References: <061C86E752818A4F991A30E008E5499503FB570D@horus.salamis.net> <47C5383E.4020406@pipex.net> Message-ID: <47C5BA35.6090902@lbl.gov> Roy, I'm not sure the "RT-Attach-Message: Yes" line is necessary. If he just wants to send a comment and ticket info, I don't think he needs that line. Kenn LBNL On 2/27/2008 2:15 AM, Roy El-Hames wrote: > Steve; > At the top of the template put the mail headers something like: > Subject: Queue Change: {$Ticket->Subject} > RT-Attach-Message: Yes > > > Then leave atleast 2 lines blank before you add your text, give this a > try and see if it works. > > Roy > > > Steve Ironside wrote: >> We're setting up RT to handle our IT Service Desk, with an inbound >> "triage" queue which we intend to split out to Infrastructure, Rental >> and Business Systems work queues. >> >> >> >> I want our analysts to be sent an e-mail when the Service Desk pass >> something back from triage into one of the work queues, and a Global "On >> Queue Change" scrip seemed to be the right way to go (eventually I'll >> want to do some more clever call allocation stuff as well, but for now >> I'm adopting a 'keep it simple' approach!). >> >> >> >> The scrip is :- >> >> Description: Queue Transfer >> >> Condition: On Queue Change >> >> Action: Notify AdminCCs >> >> Template: Global template: QTransfer >> >> Stage: TransactionCreate >> >> >> >> The Template is:- >> >> Name: QTransfer >> >> Description: Transfer of ticket >> >> Content: >> >> A ticket has been transferred to this queue. >> >> >> >> Ticket #{$Ticket->id()} >> >> Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()} >> >> Subject: {$Ticket->Subject} >> >> >> >> Description: >> >> { $Ticket->Transactions->First->Content; } >> >> >> >> == >> >> I have a group created for each work queue, which is configured to be >> AdminCC on the queue, but when I open a call in the triage queue and >> change it to one of the work queues, no e-mail! >> >> >> >> Am I missing something fundamental here? Any help would be appreciated - >> we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed. >> >> >> >> Cheers, >> >> Steve. >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From lgrella at acquiremedia.com Wed Feb 27 14:40:08 2008 From: lgrella at acquiremedia.com (lgrella) Date: Wed, 27 Feb 2008 11:40:08 -0800 (PST) Subject: [rt-users] Can I completely remove reminders from RT? Message-ID: <15721275.post@talk.nabble.com> I have been reading that reminders belong to a queue and not really to the ticket. I can see this complicating things, and I don't want reminders as part of my system. I do not want the reminders box on the RT at a glance page, and do not want them on the tickets page. Is there any way to fully remove this? Thanks -- View this message in context: http://www.nabble.com/Can-I-completely-remove-reminders-from-RT--tp15721275p15721275.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From todd at chaka.net Wed Feb 27 15:54:24 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 27 Feb 2008 15:54:24 -0500 Subject: [rt-users] Can I completely remove reminders from RT? In-Reply-To: <15721275.post@talk.nabble.com> References: <15721275.post@talk.nabble.com> Message-ID: <519782dc0802271254t15dc3ac8h4bb1d2646be434ee@mail.gmail.com> You can remove them from the At A Glance page by going into: Configuration -> Global -> RT at a glance Then copy Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); from RT_Config.pm into RT_SiteConfig.pm and remove MyReminders so users cannot add them back. Finally, create an empty file: /opt/rt3/local/html/Elements/MyReminders That should do it. You will need to restart RT. -Todd On 2/27/08, lgrella wrote: > > I have been reading that reminders belong to a queue and not really to the > ticket. I can see this complicating things, and I don't want reminders as > part of my system. > I do not want the reminders box on the RT at a glance page, and do not want > them on the tickets page. Is there any way to fully remove this? > > Thanks > -- > View this message in context: http://www.nabble.com/Can-I-completely-remove-reminders-from-RT--tp15721275p15721275.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From cshort at n6.com.au Wed Feb 27 19:16:54 2008 From: cshort at n6.com.au (Christopher Short) Date: Wed, 27 Feb 2008 16:16:54 -0800 Subject: [rt-users] Resend today's emails? In-Reply-To: <47C52E1C.3040509@bath.ac.uk> References: <415AD65C134E3F4FA0B4D06C88D63F3009E440C1F5@EXVMBX015-3.exch015.msoutlookonline.net> <47C52E1C.3040509@bath.ac.uk> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F3009E467F87C@EXVMBX015-3.exch015.msoutlookonline.net> Thanks Mark, I haven't had a chance to look at your script yet, but if it does what you promise then it will save much agony! :-) We're very grateful to you. regards, Christopher -----Original Message----- From: Mark Chappell [mailto:m.d.chappell at bath.ac.uk] Sent: Wednesday, 27 February 2008 8:32 PM To: Christopher Short Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Resend today's emails? Christopher Short wrote: > Hi, > every so often our RT 3.6.1 silently stops forwarding emails on to the appropriate recipients, having used up a shocking amount of memory. It's the "Cannot allocate memory" problem, which I gather is a known bug. We're setting up a process to restart RT every night, that will hopefully reduce the occurrence of this problem. We've had the same thing happen. There are a couple of tricks you can play with Apache to reduce the problem. However, it's also worth noting that it is possible to resend the mails automatically... I used the attached perl script to rerun the scrips on the transactions that failed to send mails. It's possible to parse out the failed scrips from the logs The Message-ID of the failed message will turn up in the apache error logs. Then if you search the rt logs (in our case /var/log/messages because we're sending them through syslog) for the Message-ID of the message it was trying to send, you'll see a line like Feb 17 11:44:16 chas RT: #361410/1892333 - Scrip 1253 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:2 38) The important bit is "#361410/1892333" This is the ticket number and the transaction that caused the scrip to run. I used a combination of grep, cut, uniq and xargs to tease the transaction IDs out of the logs and then just re-ran the scrips on those transactions. Admittedly this could also reopen or close tickets, but if the user's not actually seen any reply then they're unlikely to have taken things further... Back to Apache... There are tricks you can play with leaky apache processes... With a bit of empirical playing I ended up with the following in the main apache config. ===== # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # MaxClients: maximum number of server processes allowed to start # MaxRequestsPerChild: maximum number of requests a server process serves StartServers 5 MinSpareServers 2 MaxSpareServers 5 MaxClients 150 MaxRequestsPerChild 1000 # worker MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves StartServers 2 MaxClients 150 MinSpareThreads 25 MaxSpareThreads 75 ThreadsPerChild 25 MaxRequestsPerChild 1000 ====== What it basically does is causes the children to die after answering a thousand requests, freeing up some of the leaked memory. Hope this helps, Mark -- Mark Chappell Unix Systems Administrator From Steve.Ironside at salamis.com Thu Feb 28 03:20:06 2008 From: Steve.Ironside at salamis.com (Steve Ironside) Date: Thu, 28 Feb 2008 08:20:06 -0000 Subject: [rt-users] Global Queue Change - problem with script execution (newbie) References: <061C86E752818A4F991A30E008E5499503FB570D@horus.salamis.net> <47C5383E.4020406@pipex.net> <47C5BA35.6090902@lbl.gov> Message-ID: <061C86E752818A4F991A30E008E5499503FB5984@horus.salamis.net> Thanks for the thoughts so far, guys - unfortunately it doesn't seem to have made any difference! I've also tried changing from a group as the AdminCC to a user, but that didn't work. Then I tried building a scrip on the destination queue rather than keeping it at global level, and that's not playing ball either. Given the old adage that 90% of IT problems are permission based, is there a particular permission that needs to be set on the queues (either source or destination) in order for this scrip to work? The following permissions are set up for a permitted user on the destination queue:- CommentOnTicket; CreateTicket; DeleteTicket; OwnTicket; ReplyToTicket; SeeQueue; ShowOutgoingMail; ShowScrips; ShowTemplate; ShowTicket; ShowTicketComments; StealTicket; TakeTicket; Watch; WatchAsAdminCC. Steve. -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: 27 February 2008 19:30 To: Roy El-Hames Cc: Steve Ironside; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Global Queue Change - problem with script execution (newbie) Roy, I'm not sure the "RT-Attach-Message: Yes" line is necessary. If he just wants to send a comment and ticket info, I don't think he needs that line. Kenn LBNL On 2/27/2008 2:15 AM, Roy El-Hames wrote: > Steve; > At the top of the template put the mail headers something like: > Subject: Queue Change: {$Ticket->Subject} > RT-Attach-Message: Yes > > > Then leave atleast 2 lines blank before you add your text, give this a > try and see if it works. > > Roy > > > Steve Ironside wrote: >> We're setting up RT to handle our IT Service Desk, with an inbound >> "triage" queue which we intend to split out to Infrastructure, Rental >> and Business Systems work queues. >> >> >> >> I want our analysts to be sent an e-mail when the Service Desk pass >> something back from triage into one of the work queues, and a Global "On >> Queue Change" scrip seemed to be the right way to go (eventually I'll >> want to do some more clever call allocation stuff as well, but for now >> I'm adopting a 'keep it simple' approach!). >> >> >> >> The scrip is :- >> >> Description: Queue Transfer >> >> Condition: On Queue Change >> >> Action: Notify AdminCCs >> >> Template: Global template: QTransfer >> >> Stage: TransactionCreate >> >> >> >> The Template is:- >> >> Name: QTransfer >> >> Description: Transfer of ticket >> >> Content: >> >> A ticket has been transferred to this queue. >> >> >> >> Ticket #{$Ticket->id()} >> >> Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()} >> >> Subject: {$Ticket->Subject} >> >> >> >> Description: >> >> { $Ticket->Transactions->First->Content; } >> >> >> >> == >> >> I have a group created for each work queue, which is configured to be >> AdminCC on the queue, but when I open a call in the triage queue and >> change it to one of the work queues, no e-mail! >> >> >> >> Am I missing something fundamental here? Any help would be appreciated - >> we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed. >> >> >> >> Cheers, >> >> Steve. >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Any views/opinions expressed in this email are that of the author and may not reflect the views of BIS Industrial Services Ltd - www.bis-is.co.uk BIS Salamis (M&I) Ltd. Registered In Scotland: SC54207 Registered Office: 4 Greenhole Place, Aberdeen, AB23 8EU VAT No: 267 5548 21 BIS Salamis Ltd. Registered in England And Wales: 1690942 Registered Office: 46 Pinbush Road, Lowestoft, NR33 7NL VAT No: 373 2129 65 This e-mail may contain secrets or privileged, undisclosed or otherwise confidential information. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution of it is strictly prohibited. Please inform us immediately and destroy the original transmittal. Thank you for your cooperation. From Steve.Ironside at salamis.com Thu Feb 28 05:24:26 2008 From: Steve.Ironside at salamis.com (Steve Ironside) Date: Thu, 28 Feb 2008 10:24:26 -0000 Subject: [rt-users] Global Queue Change - problem with script execution (newbie) References: <061C86E752818A4F991A30E008E5499503FB570D@horus.salamis.net> <47C5383E.4020406@pipex.net> <47C5BA35.6090902@lbl.gov> Message-ID: <061C86E752818A4F991A30E008E5499503FB5A2C@horus.salamis.net> Aha! Found the problem - it's a total schoolboy error. Checking syslog netted me a "No recipients found. Not sending." line, and I'd missed the fact that the executor of an action doesn't get included in the e-mail distribution. Apologies, and many thanks for your efforts, Roy & Kenn! S. -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: 27 February 2008 19:30 To: Roy El-Hames Cc: Steve Ironside; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Global Queue Change - problem with script execution (newbie) Roy, I'm not sure the "RT-Attach-Message: Yes" line is necessary. If he just wants to send a comment and ticket info, I don't think he needs that line. Kenn LBNL On 2/27/2008 2:15 AM, Roy El-Hames wrote: > Steve; > At the top of the template put the mail headers something like: > Subject: Queue Change: {$Ticket->Subject} > RT-Attach-Message: Yes > > > Then leave atleast 2 lines blank before you add your text, give this a > try and see if it works. > > Roy > > > Steve Ironside wrote: >> We're setting up RT to handle our IT Service Desk, with an inbound >> "triage" queue which we intend to split out to Infrastructure, Rental >> and Business Systems work queues. >> >> >> >> I want our analysts to be sent an e-mail when the Service Desk pass >> something back from triage into one of the work queues, and a Global "On >> Queue Change" scrip seemed to be the right way to go (eventually I'll >> want to do some more clever call allocation stuff as well, but for now >> I'm adopting a 'keep it simple' approach!). >> >> >> >> The scrip is :- >> >> Description: Queue Transfer >> >> Condition: On Queue Change >> >> Action: Notify AdminCCs >> >> Template: Global template: QTransfer >> >> Stage: TransactionCreate >> >> >> >> The Template is:- >> >> Name: QTransfer >> >> Description: Transfer of ticket >> >> Content: >> >> A ticket has been transferred to this queue. >> >> >> >> Ticket #{$Ticket->id()} >> >> Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()} >> >> Subject: {$Ticket->Subject} >> >> >> >> Description: >> >> { $Ticket->Transactions->First->Content; } >> >> >> >> == >> >> I have a group created for each work queue, which is configured to be >> AdminCC on the queue, but when I open a call in the triage queue and >> change it to one of the work queues, no e-mail! >> >> >> >> Am I missing something fundamental here? Any help would be appreciated - >> we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed. >> >> >> >> Cheers, >> >> Steve. >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Any views/opinions expressed in this email are that of the author and may not reflect the views of BIS Industrial Services Ltd - www.bis-is.co.uk BIS Salamis (M&I) Ltd. 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From rfh at pipex.net Thu Feb 28 05:47:35 2008 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 28 Feb 2008 10:47:35 +0000 Subject: [rt-users] Global Queue Change - problem with script execution (newbie) In-Reply-To: <47C5BA35.6090902@lbl.gov> References: <061C86E752818A4F991A30E008E5499503FB570D@horus.salamis.net> <47C5383E.4020406@pipex.net> <47C5BA35.6090902@lbl.gov> Message-ID: <47C69147.5060700@pipex.net> Agreed :?) I could n't think of any other header lines to demonstrate the point. Roy Kenneth Crocker wrote: > Roy, > > > I'm not sure the "RT-Attach-Message: Yes" line is necessary. If he > just wants to send a comment and ticket info, I don't think he needs > that line. > > > Kenn > LBNL > > On 2/27/2008 2:15 AM, Roy El-Hames wrote: >> Steve; >> At the top of the template put the mail headers something like: >> Subject: Queue Change: {$Ticket->Subject} >> RT-Attach-Message: Yes >> >> >> Then leave atleast 2 lines blank before you add your text, give this >> a try and see if it works. >> >> Roy >> >> >> Steve Ironside wrote: >>> We're setting up RT to handle our IT Service Desk, with an inbound >>> "triage" queue which we intend to split out to Infrastructure, Rental >>> and Business Systems work queues. >>> >>> >>> >>> I want our analysts to be sent an e-mail when the Service Desk pass >>> something back from triage into one of the work queues, and a Global >>> "On >>> Queue Change" scrip seemed to be the right way to go (eventually I'll >>> want to do some more clever call allocation stuff as well, but for now >>> I'm adopting a 'keep it simple' approach!). >>> >>> >>> >>> The scrip is :- >>> >>> Description: Queue Transfer >>> >>> Condition: On Queue Change >>> >>> Action: Notify AdminCCs >>> >>> Template: Global template: QTransfer >>> >>> Stage: TransactionCreate >>> >>> >>> >>> The Template is:- >>> >>> Name: QTransfer >>> >>> Description: Transfer of ticket >>> >>> Content: >>> >>> A ticket has been transferred to this queue. >>> >>> >>> >>> Ticket #{$Ticket->id()} >>> >>> Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()} >>> >>> Subject: {$Ticket->Subject} >>> >>> >>> >>> Description: >>> >>> { $Ticket->Transactions->First->Content; } >>> >>> >>> >>> == >>> >>> I have a group created for each work queue, which is configured to be >>> AdminCC on the queue, but when I open a call in the triage queue and >>> change it to one of the work queues, no e-mail! >>> >>> >>> >>> Am I missing something fundamental here? Any help would be >>> appreciated - >>> we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed. >>> >>> >>> >>> Cheers, >>> >>> Steve. >>> >>> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From shannon_adams68 at yahoo.com Thu Feb 28 10:11:48 2008 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Thu, 28 Feb 2008 07:11:48 -0800 (PST) Subject: [rt-users] Query to show tickets containing file attachments Message-ID: <614201.43457.qm@web52903.mail.re2.yahoo.com> Once in a while, I use rtx-shredder to purge tickets older than a month that are marked as deleted. rtx-shredder --plugin "Tickets=limit,5000;status,deleted;updated_before,`date -I -d '1 month ago'`" --force We have some very old tickets that contain attachments that I would like to purge. First, I would like to get a list of these to review before actually purging them from the db. Secondly, will someone please provide the syntax for doing this using rtx-shredder? Thanks, Shannon ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs From lists_todd at netsweeper.com Thu Feb 28 10:13:09 2008 From: lists_todd at netsweeper.com (Todd Rittinger) Date: Thu, 28 Feb 2008 10:13:09 -0500 Subject: [rt-users] Deployment Inquiry Message-ID: <20080228101309.2588f94b@tritting-desktop> Hello Everyone! First off, excellent list! I've been a lurker on here for about a year now and some great information and discussions abound, thank-you all! I have a question regarding deploying RT. Currently we use individual queues for our product line, internal support, and interdept. requests. This keeps the queue list to a manageable amount. I was curious if anyone has deployed with a queue per customer instead of product, service, etc. If so, does this render your queue list a bear to manage, or has it been a successful deployment type for you? Tips and/or suggestions, pitfalls/gotchas? Thanx for any and all feedback. RT, thanx for your product, it is really great! -- Warm regards, Todd Rittinger Technical Support Manager t. 519-826-5222 ext. 237 f. 519-826-5228 todd.rittinger at netsweeper.com Corporate Head Office 104 Dawson Road Guelph, Ontario N1H 1A7 From rfh at pipex.net Thu Feb 28 10:28:40 2008 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 28 Feb 2008 15:28:40 +0000 Subject: [rt-users] Deployment Inquiry In-Reply-To: <20080228101309.2588f94b@tritting-desktop> References: <20080228101309.2588f94b@tritting-desktop> Message-ID: <47C6D328.6080209@pipex.net> My take on this is, why have a queue per customer when you can have a group per customer .. After all customers are only a group of requesters .. In the set up I have here we I Queues to represent departments and hence escalations is as simple as changing ticket queue etc .. Regards; Roy Todd Rittinger wrote: > Hello Everyone! > > First off, excellent list! I've been a lurker on here for about a year > now and some great information and discussions abound, thank-you all! > > I have a question regarding deploying RT. Currently we use individual > queues for our product line, internal support, and interdept. requests. > This keeps the queue list to a manageable amount. I was curious if > anyone has deployed with a queue per customer instead of product, > service, etc. If so, does this render your queue list a bear to manage, > or has it been a successful deployment type for you? Tips and/or > suggestions, pitfalls/gotchas? > > Thanx for any and all feedback. > > RT, thanx for your product, it is really great! > > From shannon_adams68 at yahoo.com Thu Feb 28 11:07:33 2008 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Thu, 28 Feb 2008 08:07:33 -0800 (PST) Subject: [rt-users] Query to show tickets containing file attachments Message-ID: <227582.88237.qm@web52905.mail.re2.yahoo.com> Update on this. I found some old posts and I am trying to use the following command to display tickets by size: mysql -u root -p -hlocalhost rt3 -e'select length(A.Content), A.id, T.Ticket fromAttachments A, Transactions T where A.TransactionId = T.id order by 1' it returns: "ERROR 1054 (42S22) at line 1: Unknown column 'T.Ticket' in 'field list'" I am running RT 3.6.5. Can help would be greatly appreciated! Thanks, Shannon ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs From huws at s2s.ltd.uk Thu Feb 28 10:44:27 2008 From: huws at s2s.ltd.uk (Huw Selley) Date: Thu, 28 Feb 2008 15:44:27 +0000 Subject: [rt-users] Deployment Inquiry In-Reply-To: <20080228101309.2588f94b@tritting-desktop> References: <20080228101309.2588f94b@tritting-desktop> Message-ID: On 28 Feb 2008, at 15:13, Todd Rittinger wrote: > > Hello Everyone! Hello :) > I have a question regarding deploying RT. Currently we use individual > queues for our product line, internal support, and interdept. > requests. > This keeps the queue list to a manageable amount. I was curious if > anyone has deployed with a queue per customer instead of product, > service, etc. If so, does this render your queue list a bear to > manage, > or has it been a successful deployment type for you? Tips and/or > suggestions, pitfalls/gotchas? My org uses a queue per customer and it's been working out quite well for us. Management of the queue list is not much of a burden, it only takes a few mins to add a new one. We rarely need to remove a queue. I guess the amount of customers you have (and how much customer churn) will dictate how well it could work for you. Regards Huw s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : Heathcote, Kings Road, Ilkley, West Yorkshire, LS29 9AS Place of registration : England From mathew.snyder at gmail.com Thu Feb 28 11:23:14 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 28 Feb 2008 11:23:14 -0500 Subject: [rt-users] Deployment Inquiry In-Reply-To: <47C6D328.6080209@pipex.net> References: <20080228101309.2588f94b@tritting-desktop> <47C6D328.6080209@pipex.net> Message-ID: <47C6DFF2.2020009@gmail.com> This is the method we use. As an organization with an ever growing customer roster it makes more sense for us to keep our queues limited to internal departments. We have a custom field which we use to determine the customer to which a ticket "belongs". Mathew Roy El-Hames wrote: > My take on this is, why have a queue per customer when you can have a > group per customer .. > After all customers are only a group of requesters .. > In the set up I have here we I Queues to represent departments and hence > escalations is as simple as changing ticket queue etc .. > > Regards; > Roy > > Todd Rittinger wrote: >> Hello Everyone! >> >> First off, excellent list! I've been a lurker on here for about a year >> now and some great information and discussions abound, thank-you all! >> >> I have a question regarding deploying RT. Currently we use individual >> queues for our product line, internal support, and interdept. requests. >> This keeps the queue list to a manageable amount. I was curious if >> anyone has deployed with a queue per customer instead of product, >> service, etc. If so, does this render your queue list a bear to manage, >> or has it been a successful deployment type for you? Tips and/or >> suggestions, pitfalls/gotchas? >> >> Thanx for any and all feedback. >> >> RT, thanx for your product, it is really great! >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com From KFCrocker at lbl.gov Thu Feb 28 13:14:58 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 28 Feb 2008 10:14:58 -0800 Subject: [rt-users] Query to show tickets containing file attachments In-Reply-To: <227582.88237.qm@web52905.mail.re2.yahoo.com> References: <227582.88237.qm@web52905.mail.re2.yahoo.com> Message-ID: <47C6FA22.2040602@lbl.gov> Shannon, Your code doesn't make any sense to me. You use "A" for the Attachments table and "T" for the Transactions table. But when you refer to the field in your code you wrote "T.Ticket". There is no "Ticket" field on the Transaction table. That's probably why you got the error. My DataDictionary describes the "Type" field as "containing what the transaction is for (i.e. to change a field on a ticket, the "type" would be "set")". "ObjectID" is described as "the ID of the record the transaction is referring to". "ObjectType" is described as "Describes the class of record to which the transaction refers (most often ?Ticket?)". Your code should probably refer to these three fields as "T.ObjectType = 'Ticket' and T.ObjectID = A.Id and T.Type = (the type of transaction attachment you're looking for i.e. t"create" or "set" or whatever). Hope this helps. Kenn LBNL On 2/28/2008 8:07 AM, Shannon Adams wrote: > Update on this. I found some old posts and I am trying to use the following command to display tickets by size: > > mysql -u root -p -hlocalhost rt3 -e'select length(A.Content), A.id, T.Ticket fromAttachments A, Transactions T where A.TransactionId = T.id order by 1' > > it returns: > "ERROR 1054 (42S22) at line 1: Unknown column 'T.Ticket' in 'field list'" > > I am running RT 3.6.5. Can help would be greatly appreciated! > > Thanks, > Shannon > > > > > > ____________________________________________________________________________________ > Never miss a thing. Make Yahoo your home page. > http://www.yahoo.com/r/hs > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Thu Feb 28 13:34:26 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 28 Feb 2008 10:34:26 -0800 Subject: [rt-users] Deployment Inquiry In-Reply-To: <20080228101309.2588f94b@tritting-desktop> References: <20080228101309.2588f94b@tritting-desktop> Message-ID: <47C6FEB2.7070406@lbl.gov> Todd, If you handle each customer/company as an entity with it's own list of Privileged Requestors (preferably in a group), then it wouldn't be any different than an RT session that handles requests from different organizations/departments within a company/session. We have different organizations/departments that are defined/catagorized by a Custom Field. When they send in a ticket request (via self service), they send it to the email address we gave them for the queue we set up for their requests. That queue has 1 group defined and privileged as requestors (they are the users from that department/organization allowed to "create", "reply", "see" tickets) and 1 group defined and privileged as support (only they can "own" and "modify" tickets in that queue). We also pick 1 person from the "support" group to act as "queue manager" by making them the "AdminCc". That's what works for us in both managing the requests, but in getting good administrative reporting. Kenn LBNL On 2/28/2008 7:13 AM, Todd Rittinger wrote: > Hello Everyone! > > First off, excellent list! I've been a lurker on here for about a year > now and some great information and discussions abound, thank-you all! > > I have a question regarding deploying RT. Currently we use individual > queues for our product line, internal support, and interdept. requests. > This keeps the queue list to a manageable amount. I was curious if > anyone has deployed with a queue per customer instead of product, > service, etc. If so, does this render your queue list a bear to manage, > or has it been a successful deployment type for you? Tips and/or > suggestions, pitfalls/gotchas? > > Thanx for any and all feedback. > > RT, thanx for your product, it is really great! > From stef at aoc-uk.com Thu Feb 28 14:09:42 2008 From: stef at aoc-uk.com (Stef Morrell) Date: Thu, 28 Feb 2008 19:09:42 -0000 Subject: [rt-users] Showing full history in a query or report. Message-ID: <20080228190938.115894D80B4@diesel.bestpractical.com> Hi, I've been back over the lists and I can't find any reference to this, so I'm probably asking a stupid question. I'm in the process of setting up RT as a replacement to an old (largely broken) in-house ticketing system, coded by a long since gone employee, but I've hit a stumbling block. I need to be able to produce a report each month which shows the full history on any open tickets or any tickets closed in the month. I'm hoping there is something I can do in a query, but the more I fiddle with it, the more my hope is fading and I'm wondering if I need to be looking at a scrip, or perhaps a complex SQL query. I wonder if anyone on the list has already solved this or a similar problem and can point me in the right direction? Regards Stef Stefan Morrell | Operations Director Tel: 0845 3452820 | Alpha Omega Computers Ltd Fax: 0845 3452830 | Incorporating Level 5 Internet stef at aoc-uk.com | stef at l5net.net Alpha Omega Computers LTD computer network solution providers putting the technology in place that makes your information work for you. Visit our website for more information about how Alpha Omega can enhance your business. IMPORTANT: This E-Mail is confidential and may also be privileged. If you are not the intended recipient, please notify us immediately by telephoning +44 (0) 845 345 2820. Internet communications are not necessarily secure and may be intercepted or changed after they are sent. Alpha Omega Computers LTD does not accept liability for any such changes. If you wish to confirm the origin or content of this communication, please contact the sender using an alternative means of communication. In messages of a non-business nature, the views and opinions of the author are their own and do not necessarily reflect the views and opinions of the organisation. Alpha Omega Computers Ltd, Unit 57, BBTC, Grange Road, Batley, WF17 6ER. Registered in England No. 3867142. VAT No. GB734421454 From ktm at rice.edu Thu Feb 28 14:12:46 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 28 Feb 2008 13:12:46 -0600 Subject: [rt-users] Showing full history in a query or report. In-Reply-To: <20080228190938.115894D80B4@diesel.bestpractical.com> References: <20080228190938.115894D80B4@diesel.bestpractical.com> Message-ID: <20080228191246.GG11857@it.is.rice.edu> It sounds like something that could be done with the rt commandline tool or a perl script using the RT API. Cheers, Ken On Thu, Feb 28, 2008 at 07:09:42PM -0000, Stef Morrell wrote: > Hi, > > I've been back over the lists and I can't find any reference to this, so > I'm probably asking a stupid question. > > I'm in the process of setting up RT as a replacement to an old (largely > broken) in-house ticketing system, coded by a long since gone employee, > but I've hit a stumbling block. > > I need to be able to produce a report each month which shows the full > history on any open tickets or any tickets closed in the month. > > I'm hoping there is something I can do in a query, but the more I fiddle > with it, the more my hope is fading and I'm wondering if I need to be > looking at a scrip, or perhaps a complex SQL query. > > I wonder if anyone on the list has already solved this or a similar > problem and can point me in the right direction? > > Regards > > Stef > Stefan Morrell | Operations Director > Tel: 0845 3452820 | Alpha Omega Computers Ltd > Fax: 0845 3452830 | Incorporating Level 5 Internet > stef at aoc-uk.com | stef at l5net.net > > Alpha Omega Computers LTD computer network solution providers putting > the technology in place that makes your information work for you. Visit > our website for more information about how Alpha Omega can enhance your > business. IMPORTANT: This E-Mail is confidential and may also be > privileged. If you are not the intended recipient, please notify us > immediately by telephoning +44 (0) 845 345 2820. Internet communications > are not necessarily secure and may be intercepted or changed after they > are sent. Alpha Omega Computers LTD does not accept liability for any > such changes. If you wish to confirm the origin or content of this > communication, please contact the sender using an alternative means of > communication. In messages of a non-business nature, the views and > opinions of the author are their own and do not necessarily reflect the > views and opinions of the organisation. > > Alpha Omega Computers Ltd, Unit 57, BBTC, Grange Road, Batley, WF17 6ER. > Registered in England No. 3867142. VAT No. GB734421454 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From lgrella at acquiremedia.com Thu Feb 28 14:39:07 2008 From: lgrella at acquiremedia.com (lgrella) Date: Thu, 28 Feb 2008 11:39:07 -0800 (PST) Subject: [rt-users] Can I completely remove reminders from RT? In-Reply-To: <519782dc0802271254t15dc3ac8h4bb1d2646be434ee@mail.gmail.com> References: <15721275.post@talk.nabble.com> <519782dc0802271254t15dc3ac8h4bb1d2646be434ee@mail.gmail.com> Message-ID: <15744184.post@talk.nabble.com> Thank you Todd Chapman wrote: > > You can remove them from the At A Glance page by going into: > > Configuration -> Global -> RT at a glance > > Then copy > > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues > MySupportQueues MyReminders RefreshHomepage)]); > > from RT_Config.pm into RT_SiteConfig.pm and remove MyReminders so > users cannot add them back. > > Finally, create an empty file: > > /opt/rt3/local/html/Elements/MyReminders > > That should do it. You will need to restart RT. > > -Todd > > On 2/27/08, lgrella wrote: >> >> I have been reading that reminders belong to a queue and not really to >> the >> ticket. I can see this complicating things, and I don't want reminders >> as >> part of my system. >> I do not want the reminders box on the RT at a glance page, and do not >> want >> them on the tickets page. Is there any way to fully remove this? >> >> Thanks >> -- >> View this message in context: >> http://www.nabble.com/Can-I-completely-remove-reminders-from-RT--tp15721275p15721275.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > 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://www.nabble.com/Can-I-completely-remove-reminders-from-RT--tp15721275p15744184.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jarends at uiuc.edu Thu Feb 28 17:12:29 2008 From: jarends at uiuc.edu (John Arends) Date: Thu, 28 Feb 2008 16:12:29 -0600 Subject: [rt-users] Generate a billing report? Message-ID: <47C731CD.3060105@uiuc.edu> I'm curious if anyone has used RT for job billing? It's pretty easy to record the time for each task you perform but there really isn't a good mechanism for generating a bill to send to a client. Has anyone tried anything like that? From ruz at bestpractical.com Thu Feb 28 17:41:57 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 29 Feb 2008 01:41:57 +0300 Subject: [rt-users] Query to show tickets containing file attachments In-Reply-To: <47C6FA22.2040602@lbl.gov> References: <227582.88237.qm@web52905.mail.re2.yahoo.com> <47C6FA22.2040602@lbl.gov> Message-ID: <589c94400802281441x507b6bbcp39d7f4cd3d284e8f@mail.gmail.com> On Thu, Feb 28, 2008 at 9:14 PM, Kenneth Crocker wrote: > Shannon, > > > Your code doesn't make any sense to me. You use "A" for the Attachments > table and "T" for the Transactions table. But when you refer to the > field in your code you wrote "T.Ticket". There is no "Ticket" field on > the Transaction table. That's probably why you got the error. Ticket was there for a long time until 3.4 (I think or even 3.2) version, when transactions were only for tickets. Now, other records may have transactions too. > My DataDictionary describes the "Type" field as "containing what the > transaction is for (i.e. to change a field on a ticket, the "type" would > be "set")". "ObjectID" is described as "the ID of the record the > transaction is referring to". "ObjectType" is described as "Describes > the class of record to which the transaction refers (most often > "Ticket")". Your code should probably refer to these three fields as > "T.ObjectType = 'Ticket' and T.ObjectID = A.Id and T.Type = (the type of > transaction attachment you're looking for i.e. t"create" or "set" or > whatever). Hope this helps. > > > Kenn > LBNL > > > > On 2/28/2008 8:07 AM, Shannon Adams wrote: > > Update on this. I found some old posts and I am trying to use the following command to display tickets by size: > > > > mysql -u root -p -hlocalhost rt3 -e'select length(A.Content), A.id, T.Ticket fromAttachments A, Transactions T where A.TransactionId = T.id order by 1' > > > > it returns: > > "ERROR 1054 (42S22) at line 1: Unknown column 'T.Ticket' in 'field list'" > > > > I am running RT 3.6.5. Can help would be greatly appreciated! > > > > Thanks, > > Shannon > > > > > > > > > > > > ____________________________________________________________________________________ > > Never miss a thing. Make Yahoo your home page. > > http://www.yahoo.com/r/hs > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From roger at computer-surgery.co.uk Thu Feb 28 17:36:07 2008 From: roger at computer-surgery.co.uk (roger) Date: Thu, 28 Feb 2008 22:36:07 +0000 Subject: [rt-users] Generate a billing report? In-Reply-To: <47C731CD.3060105@uiuc.edu> References: <47C731CD.3060105@uiuc.edu> Message-ID: <1204238167.3811.32.camel@localhost> On Thu, 2008-02-28 at 16:12 -0600, John Arends wrote: > I'm curious if anyone has used RT for job billing? It's pretty easy to > record the time for each task you perform but there really isn't a good > mechanism for generating a bill to send to a client. > > Has anyone tried anything like that? We do exactly this. We have a custom field for Customer and another for invoice Number. Invoice number is filled in by the invoicing script normally, but an engineer could add 'FOC' or 'Warranty' instred to it as we only bill tickets with an empty invoice number field. This is also how we track ticket which need to billed as opposed to one already billed. Then we grab all the id's with the following command:- rt list -i "status='resolved' and Queue='MyQueue' and Created < '$date' and TimeWorked >'0' and CF.{invoicenr} IS NULL " Date is normally set to the beginning of the month so we get all the tickets up till then. The a hidoeus SQL query then creates the line items and joins it with the customer_id custom field. And then through some perl magic pass it to our billing system. If I could get the Timeworked and customerid field in output from the rt command line, I could drop sql against mysql completely which would at least mean I'm using rt's api everywhere - which might stay more stable. This seems fine for stuff billed in units of minutes or hours I'm not to usre about it for our project work which tends to be billed in days. But for that we just reassign the ticket to our invoice queue instead of resolving it and handle it manaully. Was that helpful? -- roger From KFCrocker at lbl.gov Thu Feb 28 18:31:52 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 28 Feb 2008 15:31:52 -0800 Subject: [rt-users] Generate a billing report? In-Reply-To: <47C731CD.3060105@uiuc.edu> References: <47C731CD.3060105@uiuc.edu> Message-ID: <47C74468.1060605@lbl.gov> John, No, but I've thought about it. Trouble is, RT doesn't separate time between intervals. Time worked is simply added, which means you cannot tell how much time belongs in the last month, or whatever. You would have to define your own table in the DataBase with the kind of data delineation you needed and then modify RT (probably a cron job) to update that table with the type of data you need. Not something I'm willing to do right now. Kenn LBNL On 2/28/2008 2:12 PM, John Arends wrote: > I'm curious if anyone has used RT for job billing? It's pretty easy to > record the time for each task you perform but there really isn't a good > mechanism for generating a bill to send to a client. > > Has anyone tried anything like that? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From alan.blake at gmail.com Thu Feb 28 20:55:09 2008 From: alan.blake at gmail.com (Alan Blake) Date: Fri, 29 Feb 2008 12:55:09 +1100 Subject: [rt-users] Fwd: Generate a billing report? In-Reply-To: <47C731CD.3060105@uiuc.edu> References: <47C731CD.3060105@uiuc.edu> Message-ID: I run some python scripts which extract the time per task per user per day which are then imported into a slightly modded sql-ledger which then produces an invoice for the client with an accompanying activity report. ---------- Forwarded message ---------- From: John Arends Date: Feb 29, 2008 9:12 AM Subject: [rt-users] Generate a billing report? To: rt-users at lists.bestpractical.com I'm curious if anyone has used RT for job billing? It's pretty easy to record the time for each task you perform but there really isn't a good mechanism for generating a bill to send to a client. Has anyone tried anything like that? _______________________________________________ From tom at netspot.com.au Thu Feb 28 21:48:58 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 29 Feb 2008 13:18:58 +1030 Subject: [rt-users] TicketSQL for HasMember? Message-ID: Hi List, Can I add a clause to my Ticket SQL query to say "has a dependancy" ? I am searching for tickets but do not want to return ones that depend on another. Thanks, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From tom at netspot.com.au Thu Feb 28 21:46:25 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 29 Feb 2008 13:16:25 +1030 Subject: [rt-users] Generate a billing report? In-Reply-To: <47C74468.1060605@lbl.gov> References: <47C731CD.3060105@uiuc.edu> <47C74468.1060605@lbl.gov> Message-ID: <4955E1F3-AF65-49EB-8D81-84D48F42B33D@netspot.com.au> You could do that pretty easily with a basic SQL query... select objectid as ticket, date_trunc('month', created) as month, sum(cast(newvalue as int) - cast(oldvalue as int)) as timeworked from transactions where field = 'TimeWorked' and type = 'Set' and objecttype = 'RT::Ticket' and newvalue > oldvalue group by ticket, month order by month desc; That will show you time worked, per ticket, per month for your billing. Get rid of the 'group by' clause and the sum() on timeworked and you'll have more of a break down of how many times each ticket was worked on and for how long. Tom On 29/02/2008, at 10:01 AM, Kenneth Crocker wrote: > John, > > No, but I've thought about it. Trouble is, RT doesn't separate time > between intervals. Time worked is simply added, which means you cannot > tell how much time belongs in the last month, or whatever. You would > have to define your own table in the DataBase with the kind of data > delineation you needed and then modify RT (probably a cron job) to > update that table with the type of data you need. Not something I'm > willing to do right now. > > > Kenn > LBNL > > On 2/28/2008 2:12 PM, John Arends wrote: >> I'm curious if anyone has used RT for job billing? It's pretty easy >> to >> record the time for each task you perform but there really isn't a >> good >> mechanism for generating a bill to send to a client. >> >> Has anyone tried anything like that? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From tom at netspot.com.au Thu Feb 28 23:15:39 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 29 Feb 2008 14:45:39 +1030 Subject: [rt-users] TicketSQL for HasMember? In-Reply-To: References: Message-ID: On 29/02/2008, at 1:18 PM, Tom Lanyon wrote: > Hi List, > > Can I add a clause to my Ticket SQL query to say "has a dependancy" ? > > I am searching for tickets but do not want to return ones that depend > on another. > > Thanks, > Tom I've tried "Queue = 'General' AND HasMember IS NOT NULL" as indicated on the wiki (http://wiki.bestpractical.com/view/TicketSQL). However this returned no results. Nevermind, as I wrote this I figured it out... "AND DependsOn IS NOT NULL". Thanks anyway :) Tom From ruz at bestpractical.com Fri Feb 29 06:30:43 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 29 Feb 2008 14:30:43 +0300 Subject: [rt-users] TicketSQL for HasMember? In-Reply-To: References: Message-ID: <589c94400802290330q7cf6a640gd48286a4cb87bb74@mail.gmail.com> I've fixed it in 3.7 dev branch recently. On Fri, Feb 29, 2008 at 7:15 AM, Tom Lanyon wrote: > On 29/02/2008, at 1:18 PM, Tom Lanyon wrote: > > > Hi List, > > > > Can I add a clause to my Ticket SQL query to say "has a dependancy" ? > > > > I am searching for tickets but do not want to return ones that depend > > on another. > > > > Thanks, > > Tom > > I've tried "Queue = 'General' AND HasMember IS NOT NULL" as indicated > on the wiki (http://wiki.bestpractical.com/view/TicketSQL). However > this returned no results. > > Nevermind, as I wrote this I figured it out... "AND DependsOn IS NOT > NULL". > > Thanks anyway :) > Tom > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From bogus@does.not.exist.com Fri Feb 29 11:42:46 2008 From: bogus@does.not.exist.com () Date: Fri, 29 Feb 2008 16:42:46 +0000 Subject: [rt-users] TicketSQL for HasMember? In-Reply-To: <589c94400802290330q7cf6a640gd48286a4cb87bb74@mail.gmail.com> References: <589c94400802290330q7cf6a640gd48286a4cb87bb74@mail.gmail.com> Message-ID: <20080229164246.GB2594@computer-surgery.co.uk> On Fri, Feb 29, 2008 at 02:30:43PM +0300, Ruslan Zakirov wrote: > I've fixed it in 3.7 dev branch recently. One thing I've wanted to be able to do but I've not seen how to do easily is to where-clause for tickets with no unresolved dependencies. Is this possible in TicketSQL? TTFN -- Roger. Home| http://www.sandman.uklinux.net/ Master of Peng Shui. (Ancient oriental art of Penguin Arranging) Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/ New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB From joe.casadonte at oracle.com Fri Feb 29 13:14:00 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 29 Feb 2008 13:14:00 -0500 Subject: [rt-users] (Very) Low-level CF question Message-ID: <47C84B68.2040201@oracle.com> Assume: * Ticket #1 is in the Queue Q1 * Custom Field #1, named Foo, applies to all queues * Foo's value for Ticket #1 is 'Global' A query results listing that includes CustomField.{Foo} will properly show 'Global' for the value of Foo. Change the assumptions: * Ticket #1 is in the Queue Q1 * Custom Field #1, named Foo, applies only to Q1 * Foo's value for Ticket #1 is 'Specific' A query results listing that includes CustomField.{Foo} will properly show 'Specific' for the value of Foo. Now, change the assumptions once more: * Ticket #1 is in the Queue Q1 * Custom Field #1, named Foo, applies to all queues * Custom Field #2, also named Foo, applies only to Q1 * Foo's (#1) value for Ticket #1 is 'Global' * Foo's (#2) value for Ticket #1 is 'Specific' A query results listing that includes CustomField.{Foo} will show 'Global' for the value of Foo. Where is it determined which CF value to show? I'm obviously asking because I want the queue-specific one shown, not the global one. I'm pretty comfortable roaming around the source, but once I get to the query and query results level, I just kind of get lost. I suspect much of it happens in some non-RT module (DBI or DBIx::SearchBuilder?) but I can't help thinking that the CustomField stuff is very RT-specific, and so has to be handled somewhere inside of RT. Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From KFCrocker at lbl.gov Fri Feb 29 13:50:21 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 29 Feb 2008 10:50:21 -0800 Subject: [rt-users] (Very) Low-level CF question In-Reply-To: <47C84B68.2040201@oracle.com> References: <47C84B68.2040201@oracle.com> Message-ID: <47C853ED.3020402@lbl.gov> Joe, Hypothetical situations could involve endless debate, especially if they are based on an unrealistic scenario. Not to offend nor sound too incredulous, but why would anyone name ANY custom fields the same names for different applications/uses? Why not just prefix the "queue-based" Custom field with the queue name "xxxxxx-Foo"? Sure would stop a lot of confusion and you wouldn't need to be asking the question. Kenn LBNL On 2/29/2008 10:14 AM, Joe Casadonte wrote: > Assume: > > * Ticket #1 is in the Queue Q1 > * Custom Field #1, named Foo, applies to all queues > * Foo's value for Ticket #1 is 'Global' > > A query results listing that includes CustomField.{Foo} will properly > show 'Global' for the value of Foo. > > > Change the assumptions: > > * Ticket #1 is in the Queue Q1 > * Custom Field #1, named Foo, applies only to Q1 > * Foo's value for Ticket #1 is 'Specific' > > A query results listing that includes CustomField.{Foo} will properly > show 'Specific' for the value of Foo. > > > Now, change the assumptions once more: > > * Ticket #1 is in the Queue Q1 > * Custom Field #1, named Foo, applies to all queues > * Custom Field #2, also named Foo, applies only to Q1 > * Foo's (#1) value for Ticket #1 is 'Global' > * Foo's (#2) value for Ticket #1 is 'Specific' > > A query results listing that includes CustomField.{Foo} will show > 'Global' for the value of Foo. > > > Where is it determined which CF value to show? I'm obviously asking > because I want the queue-specific one shown, not the global one. I'm > pretty comfortable roaming around the source, but once I get to the > query and query results level, I just kind of get lost. I suspect much > of it happens in some non-RT module (DBI or DBIx::SearchBuilder?) but I > can't help thinking that the CustomField stuff is very RT-specific, and > so has to be handled somewhere inside of RT. > > Thanks! > > From gevans at hcc.net Fri Feb 29 14:01:17 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 29 Feb 2008 11:01:17 -0800 Subject: [rt-users] Question Regarding Command By mail Extension Message-ID: <004d01c87b05$77100290$1200a8c0@hcc.local> Hello, I would like to send a ticket in via email and have all of the following actually add itself to the database: Status: Owner: Queue: RealName: Greg Evans Name: Greg Evans Requestor: HomePhone: 360-462-4734 Password: 12345678 CustomField.{Operating System}: Windows <---Seems to work unless a "wrong" value from the list that is there is inserted, then it fails to add it (no surprise there though) Comments: I just installed Outlook 2007 and Norton Internet Security and now I cannot access email. All of this information currently goes into comments and the things that I have tagged as working already work properly which is fine, though I would prefer that only the "Comments:" goes to comments. What I want to do is add the other information to the requestors User account as if I had typed it in Manually via Config->Users or by clicking the "More about..." link in the ticket. Am I doing something wrong, or is it not possible :) Thanks Greg Evans Hood Canal Communications (360) 898-2481 ext.212 From joe.casadonte at oracle.com Fri Feb 29 14:21:21 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 29 Feb 2008 14:21:21 -0500 Subject: [rt-users] (Very) Low-level CF question In-Reply-To: <47C853ED.3020402@lbl.gov> References: <47C84B68.2040201@oracle.com> <47C853ED.3020402@lbl.gov> Message-ID: <47C85B31.2020405@oracle.com> On 2/29/2008 1:50 PM, Kenneth Crocker wrote: > Hypothetical situations could involve endless debate, especially if > they are based on an unrealistic scenario. Not to offend nor sound too > incredulous, but why would anyone name ANY custom fields the same names > for different applications/uses? Why not just prefix the "queue-based" > Custom field with the queue name "xxxxxx-Foo"? Sure would stop a lot of > confusion and you wouldn't need to be asking the question. It's actually for a very practical purpose -- having a commonly named CF, with queue-specific values. In my case, I have a SubCategory CF, which exists in each queue, but each queue has its own values. It works great, really. The hitch is: I want to be able to choose the SubCategory CF via the list box in the Tickets search form as one of the output columns. The only way to do that without first choosing a queue is to have a global CF with the same name (and I've already taken care of hiding the global field from view on ticket creation and viewing the ticket). I can get around the need for all of this by going to the Advanced tab and typing in "CustomField.{SubCategory}" as one of the results column, but I don't want to have to explain over and over again how to do that to my user base. Once I get this last piece working, I'll be writing it up for the Wiki. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From joe.casadonte at oracle.com Fri Feb 29 14:28:12 2008 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 29 Feb 2008 14:28:12 -0500 Subject: [rt-users] Question Regarding Command By mail Extension In-Reply-To: <004d01c87b05$77100290$1200a8c0@hcc.local> References: <004d01c87b05$77100290$1200a8c0@hcc.local> Message-ID: <47C85CCC.8010402@oracle.com> On 2/29/2008 2:01 PM, Greg Evans wrote: > All of this information currently goes into comments and the things that I > have tagged as working already work properly which is fine, though I would > prefer that only the "Comments:" goes to comments. I allow a CF to be set via email and I strip it out of the ticket body using the following: ========================= our($SETSEV_REGEXP) = q(^(?:)*\s*Set-Severity:\s*(\S+)\s*(?:|
|\s)*\s*$); .... #***** maybe it came in via email ***** my($AttachObj) = $self->TransactionObj->ContentObj; if (($AttachObj) && ($AttachObj->ContentType =~ m{^text})) { my($content) = $AttachObj->Content; if ($content =~ m{$SETSEV_REGEXP}im) { my($new_sev) = "\L\u$1"; $new_sev =~ s{<[^>]+>}{}g; $CFDEFVAL = $new_sev if exists $known->{$new_sev}; # strip special commands from email content $content =~ s{$SETSEV_REGEXP}{}igm; # silently overwrite attachment content $AttachObj->__Set(Field => 'Content', Value => $content); } } ========================= Dealing with HTML in the email is a REAL bitch, but the above RE finally worked.... -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From KFCrocker at lbl.gov Fri Feb 29 14:54:41 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 29 Feb 2008 11:54:41 -0800 Subject: [rt-users] (Very) Low-level CF question In-Reply-To: <47C85B31.2020405@oracle.com> References: <47C84B68.2040201@oracle.com> <47C853ED.3020402@lbl.gov> <47C85B31.2020405@oracle.com> Message-ID: <47C86301.3000504@lbl.gov> Joe, You know, I do have a few Custom Fields that serve the same purpose, but would have different values per queue. I didn't know we had sub-categories that worked. I'd love to see your results. Thanks. Kenn LBNL On 2/29/2008 11:21 AM, Joe Casadonte wrote: > On 2/29/2008 1:50 PM, Kenneth Crocker wrote: > >> Hypothetical situations could involve endless debate, especially >> if they are based on an unrealistic scenario. Not to offend nor sound >> too incredulous, but why would anyone name ANY custom fields the same >> names for different applications/uses? Why not just prefix the >> "queue-based" Custom field with the queue name "xxxxxx-Foo"? Sure >> would stop a lot of confusion and you wouldn't need to be asking the >> question. > > It's actually for a very practical purpose -- having a commonly named > CF, with queue-specific values. In my case, I have a SubCategory CF, > which exists in each queue, but each queue has its own values. It works > great, really. > > The hitch is: I want to be able to choose the SubCategory CF via the > list box in the Tickets search form as one of the output columns. The > only way to do that without first choosing a queue is to have a global > CF with the same name (and I've already taken care of hiding the global > field from view on ticket creation and viewing the ticket). > > I can get around the need for all of this by going to the Advanced tab > and typing in "CustomField.{SubCategory}" as one of the results column, > but I don't want to have to explain over and over again how to do that > to my user base. > > Once I get this last piece working, I'll be writing it up for the Wiki. > From lists_rt at amnesiamachine.com Fri Feb 29 14:58:55 2008 From: lists_rt at amnesiamachine.com (RT Lists) Date: Fri, 29 Feb 2008 12:58:55 -0700 Subject: [rt-users] LDAP integration works great EXCEPT group membership test Message-ID: <1a260ce60802291158p7c2a3259r262d322cd51dc588@mail.gmail.com> Good day all! I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate with our Windows 2003 Active Directory, as per http://wiki.bestpractical.com/view/LDAP. It seems to be working quite nicely (including authentication and user record field population), with one exception: enabling group membership checks breaks things. These are the lines for our LDAP group settings in RT_SiteConfig.pm: # If you set these, only members of this group can auth via LDAP Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapGroupAttr, 'uniqueMember'); The group RT in the OU ITST in the OU Everyone in the AD root definitely exists. It contains users that can log in just fine if those lines are commented out and RT is restarted. When we try to log in with these settings uncommented, the web interface says "Error: Your username or password is incorrect" and we get these lines in the debug logs: Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: Trying LDAP authentication Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN: CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser Additional LDAP settings in RT_SiteConfig.pm: Set($LdapServer, 'dc.domain.tld'); Set($LdapBase, 'dc=domain,dc=tld'); Set($LdapFilter, '(objectclass=*)'); Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapPass, 'passwordgoeshere'); I've been banging my head against the wall on this for a while and am starting to run out of ideas. If any of you fine folks can offer a suggestion, it would be highly appreciated :) -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists_rt at amnesiamachine.com Fri Feb 29 14:59:36 2008 From: lists_rt at amnesiamachine.com (RT Lists) Date: Fri, 29 Feb 2008 12:59:36 -0700 Subject: [rt-users] LDAP integration works great EXCEPT group membership test Message-ID: <1a260ce60802291159i28d94450g7d96bce5cba54552@mail.gmail.com> Good day all! I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate with our Windows 2003 Active Directory, as per http://wiki.bestpractical.com/view/LDAP. It seems to be working quite nicely (including authentication and user record field population), with one exception: enabling group membership checks breaks things. These are the lines for our LDAP group settings in RT_SiteConfig.pm: # If you set these, only members of this group can auth via LDAP Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapGroupAttr, 'uniqueMember'); The group RT in the OU ITST in the OU Everyone in the AD root definitely exists. It contains users that can log in just fine if those lines are commented out and RT is restarted. When we try to log in with these settings uncommented, the web interface says "Error: Your username or password is incorrect" and we get these lines in the debug logs: Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: Trying LDAP authentication Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN: CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser Additional LDAP settings in RT_SiteConfig.pm: Set($LdapServer, 'dc.domain.tld'); Set($LdapBase, 'dc=domain,dc=tld'); Set($LdapFilter, '(objectclass=*)'); Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapPass, 'passwordgoeshere'); I've been banging my head against the wall on this for a while and am starting to run out of ideas. If any of you fine folks can offer a suggestion, it would be highly appreciated :) -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists_rt at amnesiamachine.com Fri Feb 29 14:59:36 2008 From: lists_rt at amnesiamachine.com (RT Lists) Date: Fri, 29 Feb 2008 12:59:36 -0700 Subject: [rt-users] LDAP integration works great EXCEPT group membership test Message-ID: <1a260ce60802291159o76013dacyc2aeb0f8e443f5c8@mail.gmail.com> Good day all! I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate with our Windows 2003 Active Directory, as per http://wiki.bestpractical.com/view/LDAP. It seems to be working quite nicely (including authentication and user record field population), with one exception: enabling group membership checks breaks things. These are the lines for our LDAP group settings in RT_SiteConfig.pm: # If you set these, only members of this group can auth via LDAP Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapGroupAttr, 'uniqueMember'); The group RT in the OU ITST in the OU Everyone in the AD root definitely exists. It contains users that can log in just fine if those lines are commented out and RT is restarted. When we try to log in with these settings uncommented, the web interface says "Error: Your username or password is incorrect" and we get these lines in the debug logs: Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: Trying LDAP authentication Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN: CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser Additional LDAP settings in RT_SiteConfig.pm: Set($LdapServer, 'dc.domain.tld'); Set($LdapBase, 'dc=domain,dc=tld'); Set($LdapFilter, '(objectclass=*)'); Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapPass, 'passwordgoeshere'); I've been banging my head against the wall on this for a while and am starting to run out of ideas. If any of you fine folks can offer a suggestion, it would be highly appreciated :) -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists_rt at amnesiamachine.com Fri Feb 29 14:59:54 2008 From: lists_rt at amnesiamachine.com (RT Lists) Date: Fri, 29 Feb 2008 12:59:54 -0700 Subject: [rt-users] LDAP integration works great EXCEPT group membership test Message-ID: <1a260ce60802291159h5bbd4819p3ced639557709eda@mail.gmail.com> Good day all! I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate with our Windows 2003 Active Directory, as per http://wiki.bestpractical.com/view/LDAP. It seems to be working quite nicely (including authentication and user record field population), with one exception: enabling group membership checks breaks things. These are the lines for our LDAP group settings in RT_SiteConfig.pm: # If you set these, only members of this group can auth via LDAP Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapGroupAttr, 'uniqueMember'); The group RT in the OU ITST in the OU Everyone in the AD root definitely exists. It contains users that can log in just fine if those lines are commented out and RT is restarted. When we try to log in with these settings uncommented, the web interface says "Error: Your username or password is incorrect" and we get these lines in the debug logs: Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo called by RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 404 Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with "rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 413 Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with baseDN "dc=domain,dc=tld" and filter "mail=rttestuser at domain.tld" by RT::User /var/www/rt/local/lib/RT/User_Local.pm 343 Feb 29 12:32:26 stilgar RT: FOUND OK Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP Feb 29 12:32:26 stilgar RT: Trying LDAP authentication Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN: CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser Additional LDAP settings in RT_SiteConfig.pm: Set($LdapServer, 'dc.domain.tld'); Set($LdapBase, 'dc=domain,dc=tld'); Set($LdapFilter, '(objectclass=*)'); Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld'); Set($LdapPass, 'passwordgoeshere'); I've been banging my head against the wall on this for a while and am starting to run out of ideas. If any of you fine folks can offer a suggestion, it would be highly appreciated :) -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From jschuweiler at fonality.com Fri Feb 29 18:38:04 2008 From: jschuweiler at fonality.com (Joel Schuweiler) Date: Fri, 29 Feb 2008 15:38:04 -0800 Subject: [rt-users] custom field type, checkboxes Message-ID: <47C8975C.30709@fonality.com> Just wanted to hear if anyone here has implemented checkboxes in a custom field? seems like this is far more intuitive for multiple select.... Thoughts? Comments? pitfalls? -Joel