From Stefan.Rueetschli at securiton.ch Mon Mar 1 01:11:05 2010 From: Stefan.Rueetschli at securiton.ch (Stefan.Rueetschli at securiton.ch) Date: Mon, 1 Mar 2010 07:11:05 +0100 Subject: [rt-users] Quick search In-Reply-To: <4B8B19A4.70709@diamondcut.com.br> References: <4B8B19A4.70709@diamondcut.com.br> Message-ID: <381D3B2C62C8B94B95219E2DA47C8DCFE89C78@stnzolex2.securiton.int> The same wish for me ;-) I'd like to quick-search also on fixed/resolved tickets. Regards Stefan -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Renato S. Yamane Gesendet: Montag, 1. M?rz 2010 02:34 An: RT-Users at lists.bestpractical.com Betreff: [rt-users] Quick search On start page I can see a Quick Search pannel, but it have only 3 kind of status (New, Open and Stalled). Is possible add one more status (fixed/resolved)? Regards, Renato _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com --------------------------------------------------------------------------------------------------------- This e-mail is confidential and may contain privileged information. It is intended only for the addressees. If you have received this e-mail in error, kindly notify us immediately by telephone or e-mail and delete the message from your system. --------------------------------------------------------------------------------------------------------- From stuart.browne at ausregistry.com.au Mon Mar 1 01:45:10 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Mon, 1 Mar 2010 17:45:10 +1100 Subject: [rt-users] Quick search In-Reply-To: <381D3B2C62C8B94B95219E2DA47C8DCFE89C78@stnzolex2.securiton.int> References: <4B8B19A4.70709@diamondcut.com.br> <381D3B2C62C8B94B95219E2DA47C8DCFE89C78@stnzolex2.securiton.int> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E2CA8BF3E@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: Stefan.Rueetschli at securiton.ch > > I'd like to quick-search also on fixed/resolved tickets. > > -----Urspr?ngliche Nachricht----- > Von: Renato S. Yamane > > On start page I can see a Quick Search pannel, but it have only 3 kind > of status (New, Open and Stalled). > > Is possible add one more status (fixed/resolved)? The quick search by default searches the @ActiveStatus values. lib/RT/Search/Googlish.pm: 163: push @tql_clauses, join( " OR ", map "Status = '$_'", RT::Queue->ActiveStatusArray()); This doesn't stop you from searching other states, it just means you have to list the state you want to search, i.e.: resolved orange button To search for a resolved ticket with the words 'orange' or 'button' in the subject. A rough list of what the quick search can search on: Fulltext Contet search: fulltext:string Requester email address: request at email.address Ticket Status: resolved Ticket ID: 12345 Queue name: 'General Support' RT ticket owners: stuart Stuart From kbensch at fullnet.co.uk Mon Mar 1 01:58:09 2010 From: kbensch at fullnet.co.uk (Kobus Bensch - Networker) Date: Mon, 01 Mar 2010 06:58:09 +0000 Subject: [rt-users] radical mormons In-Reply-To: <20100301041555.A3787D5C0BF@gnu-darwin.org> References: <20100301041555.A3787D5C0BF@gnu-darwin.org> Message-ID: <4B8B6581.6040605@fullnet.co.uk> Why is this rubbish allowed on here? On 01/03/2010 04:15, proclus at gnu-darwin.org wrote: > Those of you who have been following mormonism on the web > for many years will probably recognize The Radical Mormon > publication. This was likely the first attempt to make > a web portal for latter-day saint people, and this pioneering > effort helped to inspire many other sites to do likewise. > Radical set itself apart as a place where devout and sincere > LDS and mormons could intelligently discuss controversial > doctrines in a positive light, at a time when the anti-mormon > forces were very powerful on the web. The publication has been > active off and on ever since that time. If you are not > familiar with it, you might want to have a look at it. This > site broke new ground at the time that it was started in 1999. > > http://proclus.tripod.com/radical/ > > For those who are already familiar with The Radical Mormon, > you might be interested to know that the editors and > contributors have recently started work on some historical > information regarding the publication, which provides many > links to related websites. You can have an advance look, > and see as it evolves. > > http://proclus.tripod.com/radical/editor.html > > Some of you may even like to contribute something; help us > fix broken links, contribute a news item, editorial, or > personal story. If you were a part of the activity that > spawned The Radical Mormon, you might like to submit your > link for inclusion on our contributors page. > > Regards, > proclus > http://www.gnu-darwin.org/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22& 23 > Dublin, Ireland - Mar 15& 16 > Boston, MA, USA - April 5& 6 > Washington DC, USA - Oct 25& 26 > > 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 Mon Mar 1 02:13:29 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Mar 2010 02:13:29 -0500 Subject: [rt-users] radical... In-Reply-To: <4B8B6581.6040605@fullnet.co.uk> References: <20100301041555.A3787D5C0BF@gnu-darwin.org> <4B8B6581.6040605@fullnet.co.uk> Message-ID: <20100301071328.GM784@bestpractical.com> On Mon, Mar 01, 2010 at 06:58:09AM +0000, Kobus Bensch - Networker wrote: > Why is this rubbish allowed on here? > It's off-topic. We don't pre-screen mail to the list by folks who have subscribed. It would be rather too much to deal with. The poster in question has been unsubscribed From Stefan.Rueetschli at securiton.ch Mon Mar 1 02:51:07 2010 From: Stefan.Rueetschli at securiton.ch (Stefan.Rueetschli at securiton.ch) Date: Mon, 1 Mar 2010 08:51:07 +0100 Subject: [rt-users] Quick search In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3E2CA8BF3E@off-win2003-01.ausregistrygroup.local> References: <4B8B19A4.70709@diamondcut.com.br><381D3B2C62C8B94B95219E2DA47C8DCFE89C78@stnzolex2.securiton.int> <8CEF048B9EC83748B1517DC64EA130FB3E2CA8BF3E@off-win2003-01.ausregistrygroup.local> Message-ID: <381D3B2C62C8B94B95219E2DA47C8DCFE89C7A@stnzolex2.securiton.int> Thanx Stuart, that works for me. Stefan -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Stuart Browne Gesendet: Montag, 1. M?rz 2010 07:45 An: RT-Users at lists.bestpractical.com Betreff: Re: [rt-users] Quick search > -----Original Message----- > From: Stefan.Rueetschli at securiton.ch > > I'd like to quick-search also on fixed/resolved tickets. > > -----Urspr?ngliche Nachricht----- > Von: Renato S. Yamane > > On start page I can see a Quick Search pannel, but it have only 3 kind > of status (New, Open and Stalled). > > Is possible add one more status (fixed/resolved)? The quick search by default searches the @ActiveStatus values. lib/RT/Search/Googlish.pm: 163: push @tql_clauses, join( " OR ", map "Status = '$_'", RT::Queue->ActiveStatusArray()); This doesn't stop you from searching other states, it just means you have to list the state you want to search, i.e.: resolved orange button To search for a resolved ticket with the words 'orange' or 'button' in the subject. A rough list of what the quick search can search on: Fulltext Contet search: fulltext:string Requester email address: request at email.address Ticket Status: resolved Ticket ID: 12345 Queue name: 'General Support' RT ticket owners: stuart Stuart _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com --------------------------------------------------------------------------------------------------------- This e-mail is confidential and may contain privileged information. It is intended only for the addressees. If you have received this e-mail in error, kindly notify us immediately by telephone or e-mail and delete the message from your system. --------------------------------------------------------------------------------------------------------- From john at iastate.edu Mon Mar 1 08:04:59 2010 From: john at iastate.edu (John Hascall) Date: Mon, 01 Mar 2010 07:04:59 CST Subject: [rt-users] radical... In-Reply-To: Your message of Mon, 01 Mar 2010 02:13:29 -0500. <20100301071328.GM784@bestpractical.com> Message-ID: <4788.1267448699@malison.ait.iastate.edu> > On Mon, Mar 01, 2010 at 06:58:09AM +0000, Kobus Bensch - Networker wrote: > > Why is this rubbish allowed on here? > It's off-topic. Well, if I had 55 wives I'd definitely need RT for the "Honey Do" list! :) John PS, yes, I know the mainstream church doesn't do the plural thing any more. From nimbius at SDF.LONESTAR.ORG Mon Mar 1 08:32:40 2010 From: nimbius at SDF.LONESTAR.ORG (John Roman) Date: Mon, 1 Mar 2010 13:32:40 +0000 (UTC) Subject: [rt-users] correspondence emails not being sent Message-ID: I have a problem with email from a certain queue not getting sent. a users corresponding to the ticket should accordingto global scripts have a message sent to all cc's and admincc's, but alas this just isnt so. ive tried sendmail, and sendmailpipe mailertypes to resolve this issue, but it appears to be isolated to this one queue. nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From ktm at rice.edu Mon Mar 1 08:47:41 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 1 Mar 2010 07:47:41 -0600 Subject: [rt-users] correspondence emails not being sent In-Reply-To: References: Message-ID: <20100301134741.GW19562@it.is.rice.edu> Have you check the queue specific templates? Maybe you are having the default responsed overridden with an empty/no response. Ken On Mon, Mar 01, 2010 at 01:32:40PM +0000, John Roman wrote: > I have a problem with email from a certain queue not getting sent. a > users corresponding to the ticket should accordingto global scripts have > a message sent to all cc's and admincc's, but alas this just isnt so. > > ive tried sendmail, and sendmailpipe mailertypes to resolve this issue, > but it appears to be isolated to this one queue. > > > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From nimbius at SDF.LONESTAR.ORG Mon Mar 1 09:29:29 2010 From: nimbius at SDF.LONESTAR.ORG (John Roman) Date: Mon, 1 Mar 2010 14:29:29 +0000 (UTC) Subject: [rt-users] correspondence emails not being sent In-Reply-To: <20100301134741.GW19562@it.is.rice.edu> References: <20100301134741.GW19562@it.is.rice.edu> Message-ID: there are no queue specific templates for this queue, only globals On Mon, 1 Mar 2010, Kenneth Marshall wrote: > Date: Mon, 1 Mar 2010 07:47:41 -0600 > From: Kenneth Marshall > To: John Roman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] correspondence emails not being sent > > Have you check the queue specific templates? Maybe you are > having the default responsed overridden with an empty/no > response. > > Ken > > On Mon, Mar 01, 2010 at 01:32:40PM +0000, John Roman wrote: >> I have a problem with email from a certain queue not getting sent. a >> users corresponding to the ticket should accordingto global scripts have >> a message sent to all cc's and admincc's, but alas this just isnt so. >> >> ive tried sendmail, and sendmailpipe mailertypes to resolve this issue, >> but it appears to be isolated to this one queue. >> >> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From jcharaoui at cmaisonneuve.qc.ca Mon Mar 1 09:52:32 2010 From: jcharaoui at cmaisonneuve.qc.ca (=?ISO-8859-1?Q?J=E9r=F4me_Charaoui?=) Date: Mon, 1 Mar 2010 09:52:32 -0500 Subject: [rt-users] Displaying user attributes in search result columns Message-ID: <4B8BD4B0.1010408@cmaisonneuve.qc.ca> Hello, I'd like RT to display some user attributes such as Organization and Workphone in search result columns. I'm aware of the $DefaultSearchResultFormat setting, but the only user attribute that seems extractable is "Requestor". I tried adding a User CustomField, but it doesn't show up in the columns select box. I'm waded through some interesting threads on this list about manipulating search results but couldn't find anything related to user attributes specifically. Thanks, -- J?r?me Charaoui Service informatique - Coll?ge de Maisonneuve From brian.friday at gmail.com Mon Mar 1 11:05:12 2010 From: brian.friday at gmail.com (Brian Friday) Date: Mon, 1 Mar 2010 08:05:12 -0800 Subject: [rt-users] Installing rt2 on Fedora Core 6 In-Reply-To: <8c7d6ac3c3144b6ea123a3c65d4a8306@yahoo.co.uk> References: <8c7d6ac3c3144b6ea123a3c65d4a8306@yahoo.co.uk> Message-ID: On Feb 28, 2010, at 1:16 PM, luton98 at yahoo.co.uk wrote: > Why am I bothering with rt2 on FC6? It's because we have an old rt2 database. I'd like to be able to view it before thinking about exporting it to rt3 or another environment. The original hardware this rt2 ran on was decommissioned, and is long gone. As Gary said, go with CentOS 3 you should be able to get iso's and you will save yourself a world of headaches. Also note that you need to get the RT module dependencies specific to the version of RT 2.0.X that you are running. The backpan.perl.org website will likely be highly useful to use for this need. My experience has been that if you use any new modules you take the considerable risk of not actually being able to export your data properly. You will also want to use the rt2 to rt3 migration tools http://search.cpan.org/~falcone/RT-Extension-RT2toRT3-1.26/ From dominic.hargreaves at oucs.ox.ac.uk Mon Mar 1 11:13:40 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Mon, 1 Mar 2010 16:13:40 +0000 Subject: [rt-users] Installing rt2 on Fedora Core 6 In-Reply-To: References: <8c7d6ac3c3144b6ea123a3c65d4a8306@yahoo.co.uk> Message-ID: <20100301161339.GJ3898@gunboat-diplomat.oucs.ox.ac.uk> On Mon, Mar 01, 2010 at 08:05:12AM -0800, Brian Friday wrote: > > On Feb 28, 2010, at 1:16 PM, luton98 at yahoo.co.uk wrote: > > > Why am I bothering with rt2 on FC6? It's because we have an old rt2 database. I'd like to be able to view it before thinking about exporting it to rt3 or another environment. The original hardware this rt2 ran on was decommissioned, and is long gone. > > As Gary said, go with CentOS 3 you should be able to get iso's and you will save yourself a world of headaches. > > Also note that you need to get the RT module dependencies specific to the version of RT 2.0.X that you are running. The backpan.perl.org website will likely be highly useful to use for this need. My experience has been that if you use any new modules you take the considerable risk of not actually being able to export your data properly. > > You will also want to use the rt2 to rt3 migration tools http://search.cpan.org/~falcone/RT-Extension-RT2toRT3-1.26/ In addition, you might find the patches at http://github.com/jmdh/rt2-to-rt3 helpful if you're migrating to RT3.8. (note that these haven't been fully reviewed by Best Practical; use at your own risk). -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From Guenter.Burgstaller at herold.at Mon Mar 1 10:49:32 2010 From: Guenter.Burgstaller at herold.at (Guenter Burgstaller) Date: Mon, 01 Mar 2010 16:49:32 +0100 Subject: [rt-users] How to send a different message to each requestor of ticket? References: <4B8BEC81020000730002AC5A@mx.herold.at> <4B8BF01C020000730002AC63@mx.herold.at> Message-ID: <4B8BF01C020000730002AC63@mx.herold.at> Hello, There can be several requestors for a single ticket. I want to send a different customized HTML message to each requestor. E.g. the first requestor should get: Dear John, Your ticket #999 has been closed. Please provide feedback on our service using [here is a personalized URL to a web based feedback form]. The second requestor should get: Dear Karen, Your ticket #999 has been closed. Please provide feedback on our service using [here is a personalized URL to a web based feedback form]. And so on for all other existing requestors of ticket #999. I know how to send HTML messages and I can list all requestors of a ticket in a template using e.g. this code sample from the RT wiki: Requestors: { my $users = $Ticket->Requestors->UserMembersObj; my $output = ''; while( my $user = $users->Next ) { $output .= ', ' if $output; $output .= $user->Name; } $output; } But how can I trigger a different mail to each requestor? Regards, G?nter Burgstaller From torsten.brumm at googlemail.com Mon Mar 1 12:01:29 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 1 Mar 2010 18:01:29 +0100 Subject: [rt-users] =?iso-8859-1?q?Fwd=3A_=5Bsage-hamburg=5D_Treffen_im_M?= =?iso-8859-1?q?=E4rz=3A_=22Request-Tracker=3A_Nachhaltige_Problemb?= =?iso-8859-1?q?earbeitung_inkl=2E_Asset=2C_Knowledge-_und_Workflow?= =?iso-8859-1?q?-Management_auf_Open-Source-Basis=22?= In-Reply-To: <87205527-A859-4611-AEDD-E590002A024B@mac.com> References: <4B8BD175.3020300@guug.de> <87205527-A859-4611-AEDD-E590002A024B@mac.com> Message-ID: Dear RT List, sorry for the Posting in German. It is regarding a Presentation of RT infront of the German Unix User Group. It is just to inform and invite all german/hamburg RT Users and Admins. *Betreff: **[sage-hamburg] Treffen im M?rz: "Request-Tracker: Nachhaltige Problembearbeitung inkl. Asset, Knowledge- und Workflow-Management auf Open-Source-Basis"* Moin Hamburg, am 11. M?rz werden Torsten Brumm und Bj?rn Schulz einen Vortrag halten. Es geht um den RT! Datum/Zeit: 11.3.2010, 19 Uhr (Donnerstag) Ort: RZ der Uni Hamburg, Schl?terstra?e 70, Seminarraum 304 Dauer: 90 Minuten (Vortrag) Danach: Ausklang des Abends im Anschluss, Location TBD/TBA ================ Abstract: Der Vortrag zeigt den langj?hrigen Einsatz von Best Practicals Request Tracker in zwei Institutionen, einer gro?en wissenschaftlichen Einrichtung und einem Unternehmen. Der Request Tracker wird dort einerseits in seiner Kernbereich im Trouble-Ticket-Bereich eingesetzt, aber auch im Workflow- sowie im Change- und Knowledge-Management. Anhand von Beispielen aus dem wahren Leben ("Real World") sowie deren technischer Realisierung sollen die Details beleuchtet werden. ?ber die Vortragenden: Bj?rn Schulz ist seit 10 Jahren mitverantwortlich fuer den User Help Desk am DESY in Hamburg. Seit 2002 wird der Request Tracker von Best Practical beim DESY zur Bearbeitung von Anfragen im IT-Umfeld eingesetzt. Torsten Brumm ist seit 9 Jahren verantwortlich f?r den Betrieb und die Weiterentwicklung des Request Trackers bei K?hne + Nagel. ================ Falls Vortrag oder Treffen m?glicherweise f?r Kollegen/Bekannte interessant sein k?nnte, leitet/leiten Sie gerne diese E-Mail weiter. Eine GUUG- Mitgliedschaft ist grunds?tzlich nicht erforderlich f?r die lokalen Treffen. Angesichts der l?ngeren Vortragsdauer erw?gen wir eine kurze Pause mit Speis und Snack zwischendurch zu machen (Sponsoren hierf?r gerne erw?nscht). Daher w?rde es hilfreich sein, zu wissen wer zum Vortrag kommt. Danke! Mehr zu der Hamburger GUUG-Fraktion, Anreiseinfos, weiteren geplanten Vortr?gen, der M?glichkeit selber mal einen guten Vortrag zu halten sowie zur Mailing-Liste siehe http://www.guug.de/lokal/hamburg/index.html . Sch?nen Gru?, Dirk -- Dr. Dirk Wetter Tel./ Fax: +49-(40)-2442035-1/-2 Member of board / Mitglied des Vorstands German Unix User Group (GUUG) e.V. http://www.guug.de/ Postfach 250123, D-44739 Bochum, Germany OpenPGP key fingerprint: 7B72 0F8D FDB5 D299 6F5A 1DBD 599C EDE8 B818 C039 _______________________________________________ SAGE-Hamburg mailing list SAGE-Hamburg at guug.de http://lists.guug.de/mailman/listinfo/sage-hamburg -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Mon Mar 1 15:05:43 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Mon, 1 Mar 2010 12:05:43 -0800 Subject: [rt-users] Query Builder not showing result Message-ID: <323E0713A7B4BB448FE88038747ABBAC0584DAC8@hqsvr03.nationalmail> I am having a problem with query builder showing result for 2 queues. I want to see ticket created for 2 queues and I get nothing. Below is the example search. Why is it showing no result? And when I change the aggregator to OR it shows all ticket created even outside of the date ranges. Queue = 'Help Desk Corp.' AND Queue = 'Projects - Corp.' AND Created > '2010-02-14' AND Created < '2010-03-02' Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Mar 1 15:39:20 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 1 Mar 2010 23:39:20 +0300 Subject: [rt-users] Query Builder not showing result In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0584DAC8@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0584DAC8@hqsvr03.nationalmail> Message-ID: <589c94401003011239wdf3c33cm1aa7d74c08198281@mail.gmail.com> You need: (Queue = 'Help Desk Corp.' OR Queue = 'Projects - Corp.') AND Created > '2010-02-14' AND Created < '2010-03-02' On Mon, Mar 1, 2010 at 11:05 PM, Michael Neuschafer wrote: > I am having a problem with query builder showing result for 2 queues. ??I > want to see ticket created for 2 queues and I get nothing.? Below is the > example search.? Why is it showing no result?? And when I change the > aggregator to OR it shows all ticket created even outside of the date > ranges. > > > > Queue = 'Help Desk Corp.' AND Queue = 'Projects - Corp.' AND Created > > '2010-02-14' AND Created < '2010-03-02' > > > > Michael Neuschafer > > PC Support Specialist > > National Stores Inc. > > (310) 436 - 2150 > > > > E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any > attachments are intended solely for the addressee (s) and may contain > confidential and/or legally privileged information. If you are not the > intended recipient of this message or if this message has been addressed to > you in error, please immediately alert the sender by reply e-mail and then > delete this message and any attachments. If you are not the intended > recipient, you are notified that any use, dissemination, distribution, > copying, or storage of this message or any attachment is strictly > prohibited. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From mneuschafer at nationalstoresinc.com Mon Mar 1 17:01:24 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Mon, 1 Mar 2010 14:01:24 -0800 Subject: [rt-users] Query Builder not showing result - Email found in subject In-Reply-To: <589c94401003011239wdf3c33cm1aa7d74c08198281@mail.gmail.com> References: <323E0713A7B4BB448FE88038747ABBAC0584DAC8@hqsvr03.nationalmail> <589c94401003011239wdf3c33cm1aa7d74c08198281@mail.gmail.com> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0584DB03@hqsvr03.nationalmail> Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Monday, March 01, 2010 12:39 PM To: Michael Neuschafer Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Query Builder not showing result - Email found in subject You need: (Queue = 'Help Desk Corp.' OR Queue = 'Projects - Corp.') AND Created > '2010-02-14' AND Created < '2010-03-02' On Mon, Mar 1, 2010 at 11:05 PM, Michael Neuschafer wrote: > I am having a problem with query builder showing result for 2 queues. ??I > want to see ticket created for 2 queues and I get nothing.? Below is the > example search.? Why is it showing no result?? And when I change the > aggregator to OR it shows all ticket created even outside of the date > ranges. > > > > Queue = 'Help Desk Corp.' AND Queue = 'Projects - Corp.' AND Created > > '2010-02-14' AND Created < '2010-03-02' > > > > Michael Neuschafer > > PC Support Specialist > > National Stores Inc. > > (310) 436 - 2150 > > > > E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any > attachments are intended solely for the addressee (s) and may contain > confidential and/or legally privileged information. If you are not the > intended recipient of this message or if this message has been addressed to > you in error, please immediately alert the sender by reply e-mail and then > delete this message and any attachments. If you are not the intended > recipient, you are notified that any use, dissemination, distribution, > copying, or storage of this message or any attachment is strictly > prohibited. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. From lstewart at superb.net Mon Mar 1 16:35:33 2010 From: lstewart at superb.net (Landon Stewart) Date: Mon, 1 Mar 2010 13:35:33 -0800 Subject: [rt-users] Replacing the login screen to authenticate with cookies Message-ID: I've been reading about mason and the use of Apache::Cookie but I really don't know where to tie any of this into RT. It's difficult to know what to change and where the 'right' place is. I've seen numerous people ask this same question - where is the best place to change the front-end login page with something else? What is required by RT to know a user is 'authenticated' and allowed to be assigned an "RT-SID_..." cookie? What I'd like to do is, upon visiting the RT URL where the login screen normal appears, you are redirected to another URL to check and see if you have 'that' site's cookie set. If you do that site decides if you are authenticated or not. If you are it sends you back to RT. If RT sees that cookie set it knows you are logged in. We have this working on other internal use systems that are commonly used but are predominantly written in php, not perl, and certain not using mason. So I guess I need to know how to replace the login screen in RT and what needs to be available to RT for it to 'trust' that a user is logged in. I know it needs the 'username' that matches a username in RT's database, but other then that... I just don't know. Can I fool RT into not checking a password if it gets cookie data from a specific referrer and then using that cookie data to know who it is that we just fooled it into logging in? (We plan on importing all the user information into the RT user database but single-sign-on is important to us for transparent movement within our systems by staff). -- Landon Stewart SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Local and International: 206-438-5879 x 4199 Web hosting and more "Ahead of the Rest": http://www.superbhosting.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Mar 2 01:09:31 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 2 Mar 2010 09:09:31 +0300 Subject: [rt-users] How to send a different message to each requestor of ticket? In-Reply-To: <4B8BF01C020000730002AC63@mx.herold.at> References: <4B8BEC81020000730002AC5A@mx.herold.at> <4B8BF01C020000730002AC63@mx.herold.at> <4B8BF01C020000730002AC63@mx.herold.at> Message-ID: <589c94401003012209o23322b74u922b78295637e611@mail.gmail.com> Hello Guenter, Such functionality is not implemented in RT 3.8 and I don't know about any patches that add it. Patches are welcome. As workaround different way to handle things can used. Instead of one ticket with many requestors you can use multiple tickets with one requestor linked to one central ticket describing this problem. Sure this need some love to be users friendly, but such solution has its advantages in isolating requestors from each other. On Mon, Mar 1, 2010 at 6:49 PM, Guenter Burgstaller wrote: > Hello, > > There can be several requestors for a single ticket. I want to send a > different customized HTML message to each requestor. > > E.g. the first requestor should get: > > Dear John, > > Your ticket #999 has been closed. Please provide feedback on our > service using [here is a personalized URL to a web based feedback > form]. > > The second requestor should get: > > Dear Karen, > > Your ticket #999 has been closed. Please provide feedback on our > service using [here is a personalized URL to a web based feedback > form]. > > And so on for all other existing requestors of ticket #999. > > I know how to send HTML messages and I can list all requestors of a > ticket in a template using e.g. this code sample from the RT wiki: > > Requestors: { > ?my $users = $Ticket->Requestors->UserMembersObj; > ?my $output = ''; > ?while( my $user = $users->Next ) { > ? ? $output .= ', ' if $output; > ? ? $output .= $user->Name; > ?} > ?$output; > } > > But how can I trigger a different mail to each requestor? > > Regards, > > G?nter Burgstaller -- Best regards, Ruslan. From Agnislav.Onufrijchuk at portaone.com Tue Mar 2 10:17:59 2010 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Tue, 02 Mar 2010 17:17:59 +0200 Subject: [rt-users] How to send a different message to each requestor of ticket? In-Reply-To: <4B8BF01C020000730002AC63@mx.herold.at> References: <4B8BEC81020000730002AC5A@mx.herold.at> <4B8BF01C020000730002AC63@mx.herold.at> <4B8BF01C020000730002AC63@mx.herold.at> Message-ID: <4B8D2C27.8030107@portaone.com> Guenter Burgstaller wrote: > > But how can I trigger a different mail to each requestor? > Try this way: 1. Create User Custom Field. 2. Fill it. 3. Disable general 'correspondence notification for requesters' scrip. 4. Send correspondence using several scrips that will use different templates accordingly to user's CF value. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-sip voip (+1 866 747 8647) ext. 7670 Meet us at CeBIT 2010 March 2-6, Hanover, Germany Hall 13, Booth D15 From jrummel at imapp.com Tue Mar 2 11:18:45 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Tue, 2 Mar 2010 08:18:45 -0800 (PST) Subject: [rt-users] Scrip to create multiple child tickets Message-ID: <27714242.post@talk.nabble.com> Hi everyone, I have a Select Multiple custom field called 'Client'. I want my scrip to create a child ticket for each client selected. So far, my scrip works, but only creates 1 child ticket, no matter how many clients are selected. Here is my current scrip: RT 3.6.5 Description: Create multiple child tix Condition: User Defined Action: Create Tickets Template: Custom Template: Create multiple child tickets Stage: Transaction Create Custom condition: if ($self->TransactionObj->Type ne 'Create' && $self->TicketObj->FirstCustomFieldValue('Client') eq 'client1) { return 1; } if ($self->TransactionObj->Type ne 'Create' && $self->TicketObj->FirstCustomFieldValue('Client') eq 'client2') { return 1; } return 0; Here is the Template code: ===Create-Ticket: client Subject: {$Tickets{'TOP'}->Subject} ({$Tickets{'TOP'}->FirstCustomFieldValue('Client')}) Depended-On-By: {$Tickets{'TOP'}->Id()} Owner: testuser Queue: Client Issues Content: This ticket has been auto-created. ENDOFCONTENT Is there anyone that can help me identify why only 1 child ticket is being created, and not multiple? I obviously have limited skills here, so any help would be greatly appreciated! Please please help! Thanks so much! Jonathan -- View this message in context: http://old.nabble.com/Scrip-to-create-multiple-child-tickets-tp27714242p27714242.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jrummel at imapp.com Tue Mar 2 14:10:00 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Tue, 2 Mar 2010 11:10:00 -0800 (PST) Subject: [rt-users] Re ferencing custom field values (select multiple). PLEASE HELP!! Message-ID: <27759881.post@talk.nabble.com> Can someone PLEASE tell me how to reference the 2nd, 3rd, etc. values selected in a Select Multiple custom field?? I know that this references the first selected (of multiple): $Ticket->FirstCustomFieldValue('CF Name') I'm trying to make all selections show up in a template, and including the above line only displays the first value selected. This is driving me crazy, so someone PLEASE PLEASE help if you can! Thank you! -- View this message in context: http://old.nabble.com/Referencing-custom-field-values-%28select-multiple%29.-PLEASE-HELP%21%21-tp27759881p27759881.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From zuckercorn.barry at gmail.com Tue Mar 2 15:09:54 2010 From: zuckercorn.barry at gmail.com (Zuckercorn, Barry) Date: Tue, 2 Mar 2010 14:09:54 -0600 Subject: [rt-users] Trouble with NoAuth pages and REST urls for email Message-ID: Hello, I am in the process of moving from RT 3.6 to 3.8 and have managed to get the database migration and upgrade process working smoothly. We're using fastcgi successfully (which is much faster than our production system and Mason) I am however having a hard time getting our old NoAuth pages to work, which in turn means I am having some problems with email interactions with RT. We are using Active Directory to authenticate users which is working very well and have the following VirtualHost configuration: // start ?? ?ServerName fqdn.tld ?? ?DocumentRoot "/local/rt/rt-current/share/html" ?? ?ScriptAlias / /local/rt/rt3/bin/mason_handler.fcgi SetHandler default ?? ? ? ?satisfy any ?? ? ? ?allow from all ?? ? ? ?satisfy any ?? ? ? ?allow from all ?? ? ? ?SetHandler default-handler ?? ? ? ?AddDefaultCharset UTF-8 ?? ? ? ?SetHandler fastcgi-script // leaving out ssl junk // end Trying to do a test email: /local/rt/rt-current/bin/rt-mailgate: temp file is '/tmp/nWKJoWPqCW' /local/rt/rt-current/bin/rt-mailgate: connecting to https://fqdn.tld:n/rt//REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user I also noticed that our old NoAuth pages for things like public ticket overviews (so non-users of RT can view open tickets for a building/site) are not being processed by RT any more. The /NoAuth/ URL will 403, but our pages below that that work on the old system do not get parsed and display the processed information. The page will render with things like: <%ARGS> $bid => undef?<%INIT> my $user = new RT::CurrentUser('guest'); my $queue = new RT::Queue($user); my $i = 0; my $status; my $building; my $restrict; my $CF1; my $CF8; my $CF2; my $CF3; my $CF5; my $CF10; my $CF7; my $CF12; showing to the user which I believe means that the fcgi isn't processing it at all. My RT log has the following recent events: [Tue Mar 2 18:28:07 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Tue Mar 2 19:53:36 2010] [error]: Couldn't find sender's address (/local/rt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:67) [Tue Mar 2 19:53:36 2010] [error]: Could not record email: Could not load a valid user (/local/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) [Tue Mar 2 19:53:59 2010] [error]: Couldn't find sender's address (/local/rt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:67) [Tue Mar 2 19:53:59 2010] [error]: Could not record email: Could not load a valid user (/local/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) [Tue Mar 2 19:54:05 2010] [debug]: Attempting to use external auth service: Active_Directory (/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Mar 2 19:54:05 2010] [debug]: SSO Failed and no user to test with. Nexting (/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Tue Mar 2 19:54:05 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Tue Mar 2 20:02:58 2010] [error]: Couldn't find sender's address (/local/rt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:67) [Tue Mar 2 20:02:58 2010] [error]: Could not record email: Could not load a valid user (/local/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) I was seeing this in Apache's log: [Tue Mar 02 12:03:27 2010] [error] [client 127.0.0.1] File does not exist: /local/rt/apache/htdocs/REST [Tue Mar 02 13:03:27 2010] [error] [client 127.0.0.1] File does not exist: /local/rt/apache/htdocs/REST So I created a symlink to just see if it would have any impact at all and the message was bounced back to me. I believe it should have been able to match my email address with the information available in the directory as my account on RT has it there as well. Any ideas on how to approach my NoAuth and REST problems? From mneuschafer at nationalstoresinc.com Tue Mar 2 16:48:40 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 2 Mar 2010 13:48:40 -0800 Subject: [rt-users] Asset Tracker not installing. please help. Message-ID: <323E0713A7B4BB448FE88038747ABBAC0584DCBB@hqsvr03.nationalmail> I been trying to install Asset Tracker for RT and I cant seem to get it to work. When I got to run "install make" in the directory cd /opt/rt3 I get nothing and nothing is even in that directory but folders. I am using RT 3.8.6. AT 1.2.4b1 I do this ./configure --with-rt-home=/opt/rt3 --with-rt-local=/opt/rt3 --with-rt-localhtml=/opt/rt3/share/html --with-db-admin=rtuser --with-rt-group=rt3 And I get: checking for a BSD-compatible install... /usr/bin/install -c checking for perl... /usr/bin/perl configure: creating ./config.status config.status: creating Makefile config.status: creating sbin/at-setup-database config.status: creating sbin/at_factory config.status: creating etc/AssetTracker/upgrade/1.2.0/AT-1.0.x-to-1.2.0.pl config.status: creating etc/AssetTracker/upgrade/1.2.3/AT-1.2.0-to-1.2.3.pl config.status: creating lib/RTx/AssetTracker.pm Everything seems ok. Created the AssetTracker.pm Then I do a : oot at vmsvr13:~/1.2.4b1# cd /opt/rt3 root at vmsvr13:/opt/rt3# make install make: *** No rule to make target `install'. Stop. There is no files in the root of rt3 but folder. Was there a file that was suppose to be created? Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Mar 2 18:03:39 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Mar 2010 18:03:39 -0500 Subject: [rt-users] Asset Tracker not installing. please help. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0584DCBB@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0584DCBB@hqsvr03.nationalmail> Message-ID: <20100302230339.GA755@jibsheet.com> On Tue, Mar 02, 2010 at 01:48:40PM -0800, Michael Neuschafer wrote: > oot at vmsvr13:~/1.2.4b1# cd /opt/rt3 > root at vmsvr13:/opt/rt3# make install Why are you doing this, instead of running 'make install' from the 1.2.4b1 directory? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From smithj4 at bnl.gov Tue Mar 2 18:06:26 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 02 Mar 2010 18:06:26 -0500 Subject: [rt-users] Change queue with a scrip before ticket creation. Message-ID: <1267571186.8463.17.camel@smith.racf.bnl.gov> I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Tue Mar 2 18:16:43 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 3 Mar 2010 02:16:43 +0300 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <1267571186.8463.17.camel@smith.racf.bnl.gov> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> Message-ID: <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> Jason, scrips can not change what already happened. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith wrote: > I need to be able to change the Queue that a ticket is going to before > it is created. ?Is this even possible with a scrip in RT? ?I tried a > scrip with an OnCreate condition and SetQueue, but it still created the > ticket in the original queue, then moved the ticket to the new queue > after it was created. ?Is what I want to do even possible with rt-3.8.7 > without hacking the core RT code? ?Any help to point me in the right > direction would be greatly appreciated. > > Thanks, > ~Jason > > > -- > /------------------------------------------------------------------\ > | ?Jason A. Smith ? ? ? ? ? ? ? ? ? ? ? ? ?Email: ?smithj4 at bnl.gov | > | ?Atlas Computing Facility, Bldg. 510M ? ?Phone: +1-631-344-4226 ?| > | ?Brookhaven National Lab, P.O. Box 5000 ?Fax: ? +1-631-344-7616 ?| > | ?Upton, NY 11973-5000, ?U.S.A. ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? | > \------------------------------------------------------------------/ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From mneuschafer at nationalstoresinc.com Tue Mar 2 18:48:56 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 2 Mar 2010 15:48:56 -0800 Subject: [rt-users] Asset Tracker not installing. please help. In-Reply-To: <20100302230339.GA755@jibsheet.com> References: <323E0713A7B4BB448FE88038747ABBAC0584DCBB@hqsvr03.nationalmail> <20100302230339.GA755@jibsheet.com> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0584DD12@hqsvr03.nationalmail> I been having someone help me out on this. But now im stuck on the part below, any suggestions? Password: Now populating AssetTracker database schema. Creating database schema. Done setting up database schema. Now inserting AssetTracker database ACLs Done setting up database ACLs. Now inserting AssetTracker data [Tue Mar 2 23:24:58 2010] [crit]: Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627, line 78. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627, line 78. make: *** [initdb] Error 255 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, March 02, 2010 3:04 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Asset Tracker not installing. please help. On Tue, Mar 02, 2010 at 01:48:40PM -0800, Michael Neuschafer wrote: > oot at vmsvr13:~/1.2.4b1# cd /opt/rt3 > root at vmsvr13:/opt/rt3# make install Why are you doing this, instead of running 'make install' from the 1.2.4b1 directory? -kevin E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. From smithj4 at bnl.gov Tue Mar 2 18:53:49 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 02 Mar 2010 18:53:49 -0500 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> Message-ID: <1267574029.8463.44.camel@smith.racf.bnl.gov> On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: > Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. > You can use callback in Create.html, but ticket creation is hardly > tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. Thanks, ~Jason > On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith wrote: > > I need to be able to change the Queue that a ticket is going to before > > it is created. Is this even possible with a scrip in RT? I tried a > > scrip with an OnCreate condition and SetQueue, but it still created the > > ticket in the original queue, then moved the ticket to the new queue > > after it was created. Is what I want to do even possible with rt-3.8.7 > > without hacking the core RT code? Any help to point me in the right > > direction would be greatly appreciated. > > > > Thanks, > > ~Jason > > > > > > -- > > /------------------------------------------------------------------\ > > | Jason A. Smith Email: smithj4 at bnl.gov | > > | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | > > | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | > > | Upton, NY 11973-5000, U.S.A. | > > \------------------------------------------------------------------/ > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Tue Mar 2 19:46:14 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 3 Mar 2010 03:46:14 +0300 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <1267574029.8463.44.camel@smith.racf.bnl.gov> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> <1267574029.8463.44.camel@smith.racf.bnl.gov> Message-ID: <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith wrote: > On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: >> Jason, scrips can not change what already happened. > > That's what I thought, by the time the scrip is run, it is already too > late. I suspect you do some extraction from content and then auto classification of tickets. I don't get why it's too late. >> You can use callback in Create.html, but ticket creation is hardly >> tied to a queue because of custom fields. > > Interesting, sounds like it may be close to what I want, but it only has > an effect on the RT web interface. ?I would like to change the queue, > based on certain info in the message, and do this for any method of > ticket creation (email, web, rest). > > I guess I would need to modify RT/Ticket_Overlay.pm, examine the > contents of MIMEObj and change the Queue parameter before SUPER::Create > is called. It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? > Thanks, > ~Jason -- Best regards, Ruslan. From john at iastate.edu Tue Mar 2 19:46:20 2010 From: john at iastate.edu (John Hascall) Date: Tue, 02 Mar 2010 18:46:20 CST Subject: [rt-users] Possible to forward a ticket (including CFs) out of RT via email? Message-ID: <9248.1267577180@malison.ait.iastate.edu> Is it possible to forward a ticket (including any custom fields) out of RT via email? Thanks, John ------------------------------------------------------------------------------- John Hascall, john at iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication & Directory Services) IT Services, The Iowa State University of Science and Technology From smithj4 at bnl.gov Tue Mar 2 20:12:54 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 02 Mar 2010 20:12:54 -0500 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> <1267574029.8463.44.camel@smith.racf.bnl.gov> <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> Message-ID: <1267578774.7662.19.camel@jazbo.dyndns.org> On Wed, 2010-03-03 at 03:46 +0300, Ruslan Zakirov wrote: > On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith wrote: > > On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: > >> Jason, scrips can not change what already happened. > > > > That's what I thought, by the time the scrip is run, it is already too > > late. > > I suspect you do some extraction from content and then auto > classification of tickets. I don't get why it's too late. That is what I would like to do. > >> You can use callback in Create.html, but ticket creation is hardly > >> tied to a queue because of custom fields. > > > > Interesting, sounds like it may be close to what I want, but it only has > > an effect on the RT web interface. I would like to change the queue, > > based on certain info in the message, and do this for any method of > > ticket creation (email, web, rest). > > > > I guess I would need to modify RT/Ticket_Overlay.pm, examine the > > contents of MIMEObj and change the Queue parameter before SUPER::Create > > is called. > > It's possible, but is more complicated. Can you describe why moving > ticket between queues doesn't work for you? The ticket would end up in the correct queue, but it generates some unnecessary email in the process when the admin watchers of the original queue are notified about the new ticket in their queue when it is created, when in fact it isn't meant for them, unless this can be suppressed when the needed queue move is detected. Will a false return from the custom action prep code prevent this? I guess I need to refer to my RT Essentials book again, tomorrow morning since it is in my office. Also, the default queue change template is just a basic change notification, so it doesn't contain the original problem description. I suppose with some extra logic, the original problem description could be added to some (or maybe all) of the queue change notification emails. I will have to play with this some more tomorrow. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From proosakos at yahoo.com Tue Mar 2 22:52:55 2010 From: proosakos at yahoo.com (Peter Roosakos) Date: Tue, 2 Mar 2010 19:52:55 -0800 Subject: [rt-users] RTFM 2.4.2 and SQLite? Message-ID: <003f01caba85$0193ca80$04bb5f80$@com> I'm currently running a development environment with RT 3.8.7 in development mode and SQlite. I downloaded RTFM 2.4.2 and attempted to install. Make initdb failed, as it could not find the appropriate schema file. I took a peek in etc and it appears that there are schema files for mysql, postgres, oracle, but none for SQLite. I tried using the postgres schema and acl files by copying to schema.SQLite and acl.SQLite. Make initdb succeeded with no errors. Creating a class in the UI finished with 'object created', but generates a bunch of log errors, and although a record ends up in the FM_Classes table, it must not be complete, as the class does not show up in the UI. In short, it looks like using the postgres acl and schema files didn't work. Has anyone else gotten this combination to work? Peter -------------- next part -------------- An HTML attachment was scrubbed... URL: From NFOGGI at depaul.edu Wed Mar 3 00:33:24 2010 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Tue, 2 Mar 2010 23:33:24 -0600 Subject: [rt-users] Approval Queue Approved/Rejected Templates and "Parent" Request Correspondence Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5D50@XVS01.dpu.depaul.edu> Hey Everyone, So we're utilizing approvals, and when an approver approvals or rejects a request, the owner of the "parent" request gets double notifications. The first is from the templates: Approval Passed All Approvals Passed Approval Rejected the 2nd email is the fact that it puts the notes from the approver as correspondence on the original request. It looks like the template names are hard coded into the code, so if I were to rename them (as to not delete them) what would that break? or is there a way to filter the and id that it's correspondence from the approval system and not send that email notification out but send others out? we want to be able to receive correspondence updated, i might be able to filter on the subject since that's defined from the approval template? thoughts? or am I missing a simple fix? Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From NFOGGI at depaul.edu Wed Mar 3 00:46:54 2010 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Tue, 2 Mar 2010 23:46:54 -0600 Subject: [rt-users] Approval Queue Approved/Rejected Templates and "Parent"Request Correspondence References: <1214B92276151C40B1DEBE7D142AD82F023C5D50@XVS01.dpu.depaul.edu> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5D52@XVS01.dpu.depaul.edu> I should of mentioned it's 3.8.6... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Foggi, Nicola Sent: Tue 3/2/2010 11:33 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Approval Queue Approved/Rejected Templates and "Parent"Request Correspondence Hey Everyone, So we're utilizing approvals, and when an approver approvals or rejects a request, the owner of the "parent" request gets double notifications. The first is from the templates: Approval Passed All Approvals Passed Approval Rejected the 2nd email is the fact that it puts the notes from the approver as correspondence on the original request. It looks like the template names are hard coded into the code, so if I were to rename them (as to not delete them) what would that break? or is there a way to filter the and id that it's correspondence from the approval system and not send that email notification out but send others out? we want to be able to receive correspondence updated, i might be able to filter on the subject since that's defined from the approval template? thoughts? or am I missing a simple fix? Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From redssr at linuxmail.org Wed Mar 3 00:46:10 2010 From: redssr at linuxmail.org (redssr at linuxmail.org) Date: Wed, 03 Mar 2010 00:46:10 -0500 Subject: [rt-users] Can't call method "as_string" In-Reply-To: References: Message-ID: <8CC88ABF6733901-1E20-356E@web-mmc-m01.sysops.aol.com> I'm new to RT and Perl, but with some good skills with Linux. 1) I Have installed successfully RT, logging on with no errors with local u sers end logging on successful 2)But when i login the url with A D credentials it gives me the bellow err or. on the browser Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi= ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100 for first time, but when i refreshes the same page i gets the login successf ully for the same. This happens every time when i login after logoff. Here goes the extra information. ------------------ Installed versions ------------------ Windows 2000 AD Centos 5.4 on RT server R T 3.8.7 RT-Authen-ExternalAuth-0.08 mod_perl-2.0.4-6.el5 bellow are the rt logs tail -f /var/log/rt/rt.log [Thu Feb 25 09:13:45 2010] [debug]: Attempting to use external auth servic e: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Ex ternalAuth.pm:64) [Thu Feb 25 09:13:45 2010] [debug]: Calling UserExists with $username (sha ilesh.raitole) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-Ex ternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Feb 25 09:13:45 2010] [debug]: UserExists params: username: shailesh.raitole , service: My_LDAP (/opt/rt3/local/plugins/RT-A uthen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Thu Feb 25 09:13:45 2010] [debug]: LDAP Search =3D=3D=3D Base: dc=3Dvirt ual,dc=3Dcom =3D=3D Filter: (&(&(ObjectCategory=3DUser)(ObjectClass=3DPers on))(samaccountname=3Dshailesh.raitole)) =3D=3D Attrs: l,cn,st,mail,sAMAcc ountName,india,streetAddress,postalCode,telephoneNumber,samaccountname,sAM AccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/E xternalAuth/LDAP.pm:304) [Thu Feb 25 09:13:45 2010] [debug]: Password validation required for servi ce - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Au then/ExternalAuth.pm:155) [Thu Feb 25 09:13:45 2010] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth /LDAP.pm:16) [Thu Feb 25 09:13:45 2010] [debug]: LDAP Search =3D=3D=3D Base: dc=3Dvirt ual,dc=3Dcom =3D=3D Filter: (&(samaccountname=3Dshailesh.raitole)(&(Object Category=3DUser)(ObjectClass=3DPerson))) =3D=3D Attrs: dn (/opt/rt3/local/ plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Thu Feb 25 09:13:45 2010] [debug]: Found LDAP DN: CN=3Dshailesh raitole,C N=3DUsers,DC=3Dvirtual,DC=3Dcom (/opt/rt3/local/plugins/RT-Authen-External Auth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) Browser error Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100. The rt logs after refreshing the same url are as follows;' tail -f /var/log/rt/rt.log [Thu Feb 25 09:18:18 2010] [debug]: Reloading RT::User to work around a bu g in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/ html/Callbacks/ExternalAuth/autohandler/Auth:14) Browser: successful login Bellow are the configuration of my pem files. vim /opt/rt3/etc/RT_SiteConfig.pm #Set( $rtname, 'ssr.com'); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); Set( $rtname, 'ssr.com'); Set($Organization, 'ssr'); Set($CorrespondAddress , 'ssr at ssr.com'); Set($CommentAddress , 'ssr at ssr.com); Set($Timezone , 'Asia/Calcutta'); Set($UseFriendlyFromLine , 1); Set($FriendlyFromLineFormat , "\"%s\" <%s>"); Set($UseFriendlyToLine , 1); Set($FriendlyToLineFormat, "\"%s Ticket #%s\":;"); # THE DATABASE: Set($DatabaseType, 'mysql'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabaseUser , 'local'); Set($DatabasePassword , 'localpass'); Set($DatabaseName , 'rt3'); Set($OwnerEmail , 'root'); Set($RTAddressRegexp , '^rt\@ssr.com$'); Set($NotifyActor, 1); Set($SendmailArguments , '-oi -t -f""');=20 Set($MaxAttachmentSize , 10000000); # THE WEBSERVER: Set($WebPath , "/ticket"); Set($WebBaseURL , "http://rt.ssr.com"); # Log Path Set($LogToFile , 'debug');=20 Set($LogDir , '/var/log/rt'); Set($LogToFileNamed , "rt.log"); Set(@Plugins, qw( RT::Authen::ExternalAuth )); require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p m"; Set($AutoCreate, {Privileged =3D> 1}); Set($AuthMethods, ['LDAP', 'Internal']); 1; vim /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, {=20 'My_LDAP' =3D> { =20 'type' =3D> 'ldap', 'server' =3D> 'AD.example.com', 'user' =3D> 'svn', 'pass' =3D> 'xxxxxxx', 'base' =3D> 'dc=3Dexample,dc=3Dcom' , =20 'filter' =3D> '(&(ObjectCategory=3DUs er)(ObjectClass=3DPerson))', =20 d_filter' =3D> '(userAccountControl:1.2. 840.113556.1.4.803:=3D2)', =20 =20 # 'tls' =3D> 0, # 'ssl_version' =3D> 3, 'net_ldap_args' =3D> [ version =3D> 3 ], 'group' =3D> 'svn Users', 'group_attr' =3D> 'svn Users', 'attr_match_list' =3D> [ 'Name', 'EmailAddres s' ], #'attr_map' =3D> { 'Name' =3D> 'sAMAcc ountName', 'attr_map' =3D> { 'Name' =3D> 'samacco untname', 'EmailAddress' =3D> 'm ail', #'Organization' =3D> 'physicalDeliveryOfficeName', 'RealName' =3D> 'cn', 'ExternalAuthId' =3D> 'sAMAccountName', 'Gecos' =3D> 'sAMAccou ntName', 'WorkPhone' =3D> 'tele phoneNumber', 'Address1' =3D> 'stree tAddress', 'City' =3D> 'l', 'State' =3D> 'st', 'Zip' =3D> 'postalCode ', 'Country' =3D> 'india' } } } ); 1; Any suggestion, are appreciate. Thanks and Regards, SSR -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Mar 3 01:58:47 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Mar 2010 07:58:47 +0100 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <1267578774.7662.19.camel@jazbo.dyndns.org> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> <1267574029.8463.44.camel@smith.racf.bnl.gov> <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> <1267578774.7662.19.camel@jazbo.dyndns.org> Message-ID: <20100303065847.GW8421@easter-eggs.com> Here we used the following method: - an incoming queue without watchers, without anything except a scrip that dispatch tickets in others queues - a fallback error queue with admins as watcher in case the dispatch cannot be done. - a scrip that trigger on queue change in every queues except incoming queue to do usual oncreate things From darling at ccdc.cam.ac.uk Wed Mar 3 03:03:46 2010 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 3 Mar 2010 08:03:46 +0000 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <1267578774.7662.19.camel@jazbo.dyndns.org> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> <1267574029.8463.44.camel@smith.racf.bnl.gov> <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> <1267578774.7662.19.camel@jazbo.dyndns.org> Message-ID: > > I suspect you do some extraction from content and then auto > > classification of tickets. > > That is what I would like to do. Can you do the processing/classification in procmail and have that deliver the mail straight into the correct queue? 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 slander at hearstsc.com Wed Mar 3 08:09:50 2010 From: slander at hearstsc.com (Lander, Scott) Date: Wed, 3 Mar 2010 08:09:50 -0500 Subject: [rt-users] Asset Tracker not installing. please help. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0584DD12@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0584DCBB@hqsvr03.nationalmail> <20100302230339.GA755@jibsheet.com> <323E0713A7B4BB448FE88038747ABBAC0584DD12@hqsvr03.nationalmail> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0C65D1AC0C@RCLTEXCMS02.resource.hearstcorp.com> I believe you have a setting in your RT_SiteConfig file something like this; Set(@Plugins,(qw(RT::Extension::PriorityAsString))); And, AT had you add (or, added) a Set (@Plugins line above this. You need to either comment one out, or combine the two instead. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Neuschafer Sent: Tuesday, March 02, 2010 6:49 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Asset Tracker not installing. please help. I been having someone help me out on this. But now im stuck on the part below, any suggestions? Password: Now populating AssetTracker database schema. Creating database schema. Done setting up database schema. Now inserting AssetTracker database ACLs Done setting up database ACLs. Now inserting AssetTracker data [Tue Mar 2 23:24:58 2010] [crit]: Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627, line 78. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627, line 78. make: *** [initdb] Error 255 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, March 02, 2010 3:04 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Asset Tracker not installing. please help. On Tue, Mar 02, 2010 at 01:48:40PM -0800, Michael Neuschafer wrote: > oot at vmsvr13:~/1.2.4b1# cd /opt/rt3 > root at vmsvr13:/opt/rt3# make install Why are you doing this, instead of running 'make install' from the 1.2.4b1 directory? -kevin E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From falcone at bestpractical.com Wed Mar 3 10:08:09 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Mar 2010 10:08:09 -0500 Subject: [rt-users] Can't call method "as_string" In-Reply-To: <8CC88ABF6733901-1E20-356E@web-mmc-m01.sysops.aol.com> References: <8CC88ABF6733901-1E20-356E@web-mmc-m01.sysops.aol.com> Message-ID: <20100303150809.GB755@jibsheet.com> On Wed, Mar 03, 2010 at 12:46:10AM -0500, redssr at linuxmail.org wrote: > I'm new to RT and Perl, but with some good skills with Linux. > Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi= > ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100 > 'group' =3D> 'svn Users', > 'group_attr' =3D> 'svn Users', I doubt the group and the group_attr are both named 'svn Users' and you're generating invalid group search syntax. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Mar 3 10:11:06 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Mar 2010 10:11:06 -0500 Subject: [rt-users] Asset Tracker not installing. please help. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0584DD12@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0584DCBB@hqsvr03.nationalmail> <20100302230339.GA755@jibsheet.com> <323E0713A7B4BB448FE88038747ABBAC0584DD12@hqsvr03.nationalmail> Message-ID: <20100303151106.GC755@jibsheet.com> Please don't CC me directly. I explicitly set Reply-To, please follow it. On Tue, Mar 02, 2010 at 03:48:56PM -0800, Michael Neuschafer wrote: > I been having someone help me out on this. But now im stuck on the part > below, any suggestions? > > Password: > Now populating AssetTracker database schema. > Creating database schema. > Done setting up database schema. > Now inserting AssetTracker database ACLs > Done setting up database ACLs. > Now inserting AssetTracker data > [Tue Mar 2 23:24:58 2010] [crit]: Can't locate > RT/Extension/PriorityAsString.pm in @INC (@INC contains: /opt/rt3/lib > /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 > /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627, > line 78. (/opt/rt3/lib/RT.pm:377) > Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: > /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at > /opt/rt3/lib/RT.pm line 627, line 78. > make: *** [initdb] Error 255 That looks like AssetTracker isn't correctly setting local/lib AND lib in @INC You can probably get past this by commenting out the Set(@Plugins) line in your RT while running the command, or by setting PERL5LIB=/opt/rt3/local/lib temporarily when running the command Please note that AT appears to have already run schema and acl creation, so you only want to run the content piece (or restore this test database and try again) -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Tuesday, March 02, 2010 3:04 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Asset Tracker not installing. please help. > > On Tue, Mar 02, 2010 at 01:48:40PM -0800, Michael Neuschafer wrote: > > oot at vmsvr13:~/1.2.4b1# cd /opt/rt3 > > root at vmsvr13:/opt/rt3# make install > > Why are you doing this, instead of running 'make install' from the > 1.2.4b1 directory? > > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Mar 3 10:12:14 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Mar 2010 10:12:14 -0500 Subject: [rt-users] RTFM 2.4.2 and SQLite? In-Reply-To: <003f01caba85$0193ca80$04bb5f80$@com> References: <003f01caba85$0193ca80$04bb5f80$@com> Message-ID: <20100303151214.GD755@jibsheet.com> On Tue, Mar 02, 2010 at 07:52:55PM -0800, Peter Roosakos wrote: > I'm currently running a development environment with RT 3.8.7 in development mode and SQlite. > I downloaded RTFM 2.4.2 and attempted to install. Make initdb failed, as it could not find > the appropriate schema file. I took a peek in etc and it appears that there are schema files > for mysql, postgres, oracle, but none for SQLite. I tried using the postgres schema and acl > files by copying to schema.SQLite and acl.SQLite. Make initdb succeeded with no errors. I've never run RTFM with SQLite and likely it would require more than just copying the schema files. > Creating a class in the UI finished with `object created', but generates a bunch of log > errors, and although a record ends up in the FM_Classes table, it must not be complete, as the > class does not show up in the UI. You don't list the errors, which makes it impossible to offer any suggestions. > In short, it looks like using the postgres acl and schema files didn't work. Has anyone else > gotten this combination to work? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Mar 3 10:13:37 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Mar 2010 10:13:37 -0500 Subject: [rt-users] Approval Queue Approved/Rejected Templates and "Parent" Request Correspondence In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F023C5D50@XVS01.dpu.depaul.edu> References: <1214B92276151C40B1DEBE7D142AD82F023C5D50@XVS01.dpu.depaul.edu> Message-ID: <20100303151337.GE755@jibsheet.com> On Tue, Mar 02, 2010 at 11:33:24PM -0600, Foggi, Nicola wrote: > Hey Everyone, > > So we're utilizing approvals, and when an approver approvals or rejects a request, the owner > of the "parent" request gets double notifications. The first is from the templates: > > Approval Passed > All Approvals Passed > Approval Rejected > > the 2nd email is the fact that it puts the notes from the approver as correspondence on the > original request. It looks like the template names are hard coded into the code, so if I were > to rename them (as to not delete them) what would that break? > > or is there a way to filter the and id that it's correspondence from the approval system and > not send that email notification out but send others out? we want to be able to receive > correspondence updated, i might be able to filter on the subject since that's defined from the > approval template? > > thoughts? or am I missing a simple fix? I suspect you actually just want a blank Correspondence or Admin Correspondence template in the ___Approvals queue, so that the normal On Correspond Notify Foo scrip won't send mail for that queue -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From NFOGGI at depaul.edu Wed Mar 3 10:17:24 2010 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Wed, 3 Mar 2010 09:17:24 -0600 Subject: [rt-users] Approval Queue Approved/Rejected Templates and "Parent" Request Correspondence References: <1214B92276151C40B1DEBE7D142AD82F023C5D50@XVS01.dpu.depaul.edu> <20100303151337.GE755@jibsheet.com> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5D56@XVS01.dpu.depaul.edu> Oh good idea! So if the template is "blank" it essentially won't do anything? I'll give that a try! Thanks! Nicola -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone Sent: Wed 3/3/2010 9:13 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Approval Queue Approved/Rejected Templates and "Parent" Request Correspondence On Tue, Mar 02, 2010 at 11:33:24PM -0600, Foggi, Nicola wrote: > Hey Everyone, > > So we're utilizing approvals, and when an approver approvals or rejects a request, the owner > of the "parent" request gets double notifications. The first is from the templates: > > Approval Passed > All Approvals Passed > Approval Rejected > > the 2nd email is the fact that it puts the notes from the approver as correspondence on the > original request. It looks like the template names are hard coded into the code, so if I were > to rename them (as to not delete them) what would that break? > > or is there a way to filter the and id that it's correspondence from the approval system and > not send that email notification out but send others out? we want to be able to receive > correspondence updated, i might be able to filter on the subject since that's defined from the > approval template? > > thoughts? or am I missing a simple fix? I suspect you actually just want a blank Correspondence or Admin Correspondence template in the ___Approvals queue, so that the normal On Correspond Notify Foo scrip won't send mail for that queue -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jortega at onuva.com Wed Mar 3 10:37:18 2010 From: jortega at onuva.com (Julio C. Ortega) Date: Wed, 03 Mar 2010 11:07:18 -0430 Subject: [rt-users] Excluding Global Scripts/Actions from a queue Message-ID: <4B8E822E.2040307@onuva.com> Greetings. I would like to know if it's at all feasible to exclude an specific queue from being assigned the global script/actions on RT This is in order to avoid manual assignement of Script/Actions on a per-queue basis to have this kind of behaviour, i have a lot of queues and i would like to avoid this. OTOH, I've searched on the list and didn't find any close answers to this. Thanks in advance for any pointers and have a nice day. -- ------------------------------------ Julio C. Ortega Coordinador T?cnico y del Equipo de Infraestructura ONUVA | Integraci?n de Sistemas http://www.onuva.com -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: OpenPGP digital signature URL: From torsten.brumm at Kuehne-Nagel.com Wed Mar 3 10:49:07 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 3 Mar 2010 16:49:07 +0100 Subject: [rt-users] Excluding Global Scripts/Actions from a queue Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F936B1@w3hamboex11.ger.win.int.kn> Hi, Search for dirk papes deaktivate global scrips, they are doing what you need. Torsten ----- Originalnachricht ----- Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-bounces at lists.bestpractical.com An: RT-Users at lists.bestpractical.com Gesendet: Wed Mar 03 16:37:18 2010 Betreff: [rt-users] Excluding Global Scripts/Actions from a queue Greetings. I would like to know if it's at all feasible to exclude an specific queue from being assigned the global script/actions on RT This is in order to avoid manual assignement of Script/Actions on a per-queue basis to have this kind of behaviour, i have a lot of queues and i would like to avoid this. OTOH, I've searched on the list and didn't find any close answers to this. Thanks in advance for any pointers and have a nice day. -- ------------------------------------ Julio C. Ortega Coordinador T?cnico y del Equipo de Infraestructura ONUVA | Integraci?n de Sistemas http://www.onuva.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Mar 3 11:04:15 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Mar 2010 17:04:15 +0100 Subject: [rt-users] Excluding Global Scripts/Actions from a queue In-Reply-To: <4B8E822E.2040307@onuva.com> References: <4B8E822E.2040307@onuva.com> Message-ID: <20100303160415.GB3026@easter-eggs.com> On Wed, Mar 03, 2010 at 11:07:18AM -0430, Julio C. Ortega wrote: > > I would like to know if it's at all feasible to exclude an specific > queue from being assigned the global script/actions on RT > > This is in order to avoid manual assignement of Script/Actions on a > per-queue basis to have this kind of behaviour, i have a lot of queues > and i would like to avoid this. > I this scrip action is just sending notification, then you can disable this per queue by creating at the queue level an empty template with exactly the same name as the global template used by the scrip. Else, to really deactivate a global scrip at queue level, you have to patch RT or wrote the queue list in the scrip condition ;) From sathler90 at gmail.com Wed Mar 3 13:54:03 2010 From: sathler90 at gmail.com (Eduardo) Date: Wed, 3 Mar 2010 15:54:03 -0300 Subject: [rt-users] autohandler line 53 error - RT 3.8.4 In-Reply-To: References: Message-ID: Hi Folks, I have installed RT 3.8.4_1 ?- installed from ports on FreeBSD 7.2 i386 w/ FastCGI and apache. When I point my browser to the URL, I get this: Undefined subroutine &RT::Interface::Web::HandleRequest called at /usr/local/share/rt38/html/autohandler line 53 any ideias ? Funny thing is the install from ports went fine, ie, all dependencies are installed, but when I run the RT script to test-dependencies, it thinks that a few dependencies are missing ... but I dont think they are missing. I have searched the mailing list but did not find a solution. thanks, -Ed. On a side note: On my lab machine I did try the upgrade to 3.8.6 ... when I run the upgrade db script, I get this error: Proceed [y/N]:y Processing 3.8.6 Now inserting data [Wed Mar ?3 02:02:29 2010] [error]: Couldn't get principal for not loaded object (/usr/local/lib/perl5/site_perl/5.8.9/RT/User_Overlay.pm:1181) [Wed Mar ?3 02:02:29 2010] [crit]: Can't call method "HasRight" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.9/RT/User_Overlay.pm line 1277, line 4. (/usr/local/lib/perl5/site_perl/5.8.9/RT.pm:379) Can't call method "HasRight" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.9/RT/User_Overlay.pm line 1277, line 4. From kfcrocker at lbl.gov Wed Mar 3 14:39:29 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 03 Mar 2010 11:39:29 -0800 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100223214329.GD911@jibsheet.com> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> Message-ID: <4B8EBAF1.3070308@lbl.gov> To list, I've finally got CommandByMail to work with Custom Fields. Apparently, for any Custom Field to work, it needs to have a one-word name or a hyphenated name. I didn't read this in any of the READ ME's. So, since 98% of my Custom Fields have more than one word, like "Migrated Date", I will need to change it to "Migrated-Date" and change all queries to look for a hypenated version of what they used to look for. OH Well, at least it now works. Thanks anyway. Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: > On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: > >> I've installed CommandByMail. The instructions describe the ability to >> create a ticket WITH CustomField values. However, I'm finding this >> doesn't seem to be true. Do I also need to install an additional >> extension for this? >> > > What did you try, how did it fail, etc etc. > You can certainly set Custom Fields with CommandByMail > You can also use the ExtractCustomFieldValues extension, depending on > what you're doing > > -kevin > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 ktm at rice.edu Wed Mar 3 15:09:46 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 3 Mar 2010 14:09:46 -0600 Subject: [rt-users] CommandByMail Extension In-Reply-To: <4B8EBAF1.3070308@lbl.gov> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> <4B8EBAF1.3070308@lbl.gov> Message-ID: <20100303200946.GI19562@it.is.rice.edu> Since the parsing for this is via regex, maybe we can adjust the regex used to incorporate spaces in CFs. Cheers, Ken On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: > To list, > > I've finally got CommandByMail to work with Custom Fields. Apparently, for > any Custom Field to work, it needs to have a one-word name or a hyphenated > name. I didn't read this in any of the READ ME's. So, since 98% of my > Custom Fields have more than one word, like "Migrated Date", I will need to > change it to "Migrated-Date" and change all queries to look for a hypenated > version of what they used to look for. OH Well, at least it now works. > > Thanks anyway. > > Kenn > LBNL > > On 2/23/2010 1:43 PM, Kevin Falcone wrote: >> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: >> >>> I've installed CommandByMail. The instructions describe the ability to >>> create a ticket WITH CustomField values. However, I'm finding this >>> doesn't seem to be true. Do I also need to install an additional >>> extension for this? >>> >> >> What did you try, how did it fail, etc etc. >> You can certainly set Custom Fields with CommandByMail >> You can also use the ExtractCustomFieldValues extension, depending on >> what you're doing >> >> -kevin >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From proosakos at yahoo.com Wed Mar 3 15:07:03 2010 From: proosakos at yahoo.com (Peter Roosakos) Date: Wed, 3 Mar 2010 12:07:03 -0800 Subject: [rt-users] RTFM 2.4.2 and SQLite? Message-ID: <00a101cabb0d$17acf3e0$4706dba0$@com> The specific error message upon attempting make initdb after successful make install is: Couldn't finish 'schema' step. ERROR: Couldn't find schema file(s) '*' ...returned with error: 65280 make: *** [initdb] Error 255 The specific error messages generated when trying to create a class AFTER installing RTFM by using acl.Pg and schema.Pg to install on SQLite are: [Wed Mar 3 20:06:09 2010] [crit]: HasRight called with no valid object (/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322) [Wed Mar 3 20:06:09 2010] [warning]: Use of uninitialized value $_[1] in join or string at (eval 2749) line 2, line 47. ((eval 2749):2) [Wed Mar 3 20:06:09 2010] [crit]: HasRight called with no valid object (/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322) [Wed Mar 3 20:06:09 2010] [crit]: HasRight called with no valid object (/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322) [Wed Mar 3 20:06:09 2010] [warning]: Use of uninitialized value in numeric ne (!=) at /home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/ Modify.html line 137, line 47. (/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes /Modify.html:137) [Wed Mar 3 20:06:09 2010] [crit]: HasRight called with no valid object (/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322) [Wed Mar 3 20:06:09 2010] [crit]: HasRight called with no valid object (/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322) [Wed Mar 3 20:06:09 2010] [warning]: Use of uninitialized value in join or string at /home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/ Modify.html line 57, line 47. (/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes /Modify.html:57) [Wed Mar 3 20:06:09 2010] [crit]: HasRight called with no valid object (/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322) [Wed Mar 3 20:06:09 2010] [warning]: Use of uninitialized value in join or string at /home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/ Modify.html line 63, line 47. (/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes /Modify.html:63) [Wed Mar 3 20:06:09 2010] [crit]: HasRight called with no valid object (/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322) [Wed Mar 3 20:06:09 2010] [warning]: Use of uninitialized value in join or string at /home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/ Modify.html line 67, line 47. (/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes /Modify.html:67) Peter -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Mar 3 15:29:07 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 3 Mar 2010 14:29:07 -0600 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100303200946.GI19562@it.is.rice.edu> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> <4B8EBAF1.3070308@lbl.gov> <20100303200946.GI19562@it.is.rice.edu> Message-ID: <20100303202907.GL19562@it.is.rice.edu> Oops, the syntax for Custom Fields using CommandByMail is CustomField.{}: or CF.{}: That works here with spaces. Cheers, Ken On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: > Since the parsing for this is via regex, maybe we can adjust > the regex used to incorporate spaces in CFs. > > Cheers, > Ken > > On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: > > To list, > > > > I've finally got CommandByMail to work with Custom Fields. Apparently, for > > any Custom Field to work, it needs to have a one-word name or a hyphenated > > name. I didn't read this in any of the READ ME's. So, since 98% of my > > Custom Fields have more than one word, like "Migrated Date", I will need to > > change it to "Migrated-Date" and change all queries to look for a hypenated > > version of what they used to look for. OH Well, at least it now works. > > > > Thanks anyway. > > > > Kenn > > LBNL > > > > On 2/23/2010 1:43 PM, Kevin Falcone wrote: > >> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: > >> > >>> I've installed CommandByMail. The instructions describe the ability to > >>> create a ticket WITH CustomField values. However, I'm finding this > >>> doesn't seem to be true. Do I also need to install an additional > >>> extension for this? > >>> > >> > >> What did you try, how did it fail, etc etc. > >> You can certainly set Custom Fields with CommandByMail > >> You can also use the ExtractCustomFieldValues extension, depending on > >> what you're doing > >> > >> -kevin > >> ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> 2010 RT Training Sessions! > >> San Francisco, CA, USA - Feb 22 & 23 > >> Dublin, Ireland - Mar 15 & 16 > >> Boston, MA, USA - April 5 & 6 > >> Washington DC, USA - Oct 25 & 26 > >> > >> 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 > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 Wed Mar 3 15:37:49 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 3 Mar 2010 14:37:49 -0600 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100303202907.GL19562@it.is.rice.edu> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> <4B8EBAF1.3070308@lbl.gov> <20100303200946.GI19562@it.is.rice.edu> <20100303202907.GL19562@it.is.rice.edu> Message-ID: <20100303203749.GP19562@it.is.rice.edu> Oh, and the dot (".") should not be there. You also need the latest release to fix the regex space bug. Cheers, Ken On Wed, Mar 03, 2010 at 02:29:07PM -0600, Kenneth Marshall wrote: > Oops, the syntax for Custom Fields using CommandByMail is > > CustomField.{}: > > or > > CF.{}: > > That works here with spaces. > > Cheers, > Ken > > On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: > > Since the parsing for this is via regex, maybe we can adjust > > the regex used to incorporate spaces in CFs. > > > > Cheers, > > Ken > > > > On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: > > > To list, > > > > > > I've finally got CommandByMail to work with Custom Fields. Apparently, for > > > any Custom Field to work, it needs to have a one-word name or a hyphenated > > > name. I didn't read this in any of the READ ME's. So, since 98% of my > > > Custom Fields have more than one word, like "Migrated Date", I will need to > > > change it to "Migrated-Date" and change all queries to look for a hypenated > > > version of what they used to look for. OH Well, at least it now works. > > > > > > Thanks anyway. > > > > > > Kenn > > > LBNL > > > > > > On 2/23/2010 1:43 PM, Kevin Falcone wrote: > > >> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: > > >> > > >>> I've installed CommandByMail. The instructions describe the ability to > > >>> create a ticket WITH CustomField values. However, I'm finding this > > >>> doesn't seem to be true. Do I also need to install an additional > > >>> extension for this? > > >>> > > >> > > >> What did you try, how did it fail, etc etc. > > >> You can certainly set Custom Fields with CommandByMail > > >> You can also use the ExtractCustomFieldValues extension, depending on > > >> what you're doing > > >> > > >> -kevin > > >> ------------------------------------------------------------------------ > > >> > > >> _______________________________________________ > > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >> > > >> Community help: http://wiki.bestpractical.com > > >> Commercial support: sales at bestpractical.com > > >> > > >> 2010 RT Training Sessions! > > >> San Francisco, CA, USA - Feb 22 & 23 > > >> Dublin, Ireland - Mar 15 & 16 > > >> Boston, MA, USA - April 5 & 6 > > >> Washington DC, USA - Oct 25 & 26 > > >> > > >> 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 > > > > > > 2010 RT Training Sessions! > > > San Francisco, CA, USA - Feb 22 & 23 > > > Dublin, Ireland - Mar 15 & 16 > > > Boston, MA, USA - April 5 & 6 > > > Washington DC, USA - Oct 25 & 26 > > > > > > 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 > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 Mar 3 15:35:36 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 03 Mar 2010 12:35:36 -0800 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100303202907.GL19562@it.is.rice.edu> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> <4B8EBAF1.3070308@lbl.gov> <20100303200946.GI19562@it.is.rice.edu> <20100303202907.GL19562@it.is.rice.edu> Message-ID: <4B8EC818.6040606@lbl.gov> Kenneth, Are you saying I need a < and a > on each side of the CF name? In addition to the brackets? Kenn LBNL On 3/3/2010 12:29 PM, Kenneth Marshall wrote: > Oops, the syntax for Custom Fields using CommandByMail is > > CustomField.{}: > > or > > CF.{}: > > That works here with spaces. > > Cheers, > Ken > > On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: > >> Since the parsing for this is via regex, maybe we can adjust >> the regex used to incorporate spaces in CFs. >> >> Cheers, >> Ken >> >> On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: >> >>> To list, >>> >>> I've finally got CommandByMail to work with Custom Fields. Apparently, for >>> any Custom Field to work, it needs to have a one-word name or a hyphenated >>> name. I didn't read this in any of the READ ME's. So, since 98% of my >>> Custom Fields have more than one word, like "Migrated Date", I will need to >>> change it to "Migrated-Date" and change all queries to look for a hypenated >>> version of what they used to look for. OH Well, at least it now works. >>> >>> Thanks anyway. >>> >>> Kenn >>> LBNL >>> >>> On 2/23/2010 1:43 PM, Kevin Falcone wrote: >>> >>>> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: >>>> >>>> >>>>> I've installed CommandByMail. The instructions describe the ability to >>>>> create a ticket WITH CustomField values. However, I'm finding this >>>>> doesn't seem to be true. Do I also need to install an additional >>>>> extension for this? >>>>> >>>>> >>>> What did you try, how did it fail, etc etc. >>>> You can certainly set Custom Fields with CommandByMail >>>> You can also use the ExtractCustomFieldValues extension, depending on >>>> what you're doing >>>> >>>> -kevin >>>> ------------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> 2010 RT Training Sessions! >>>> San Francisco, CA, USA - Feb 22 & 23 >>>> Dublin, Ireland - Mar 15 & 16 >>>> Boston, MA, USA - April 5 & 6 >>>> Washington DC, USA - Oct 25 & 26 >>>> >>>> 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 >>> >>> 2010 RT Training Sessions! >>> San Francisco, CA, USA - Feb 22 & 23 >>> Dublin, Ireland - Mar 15 & 16 >>> Boston, MA, USA - April 5 & 6 >>> Washington DC, USA - Oct 25 & 26 >>> >>> 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 >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 Mar 3 15:40:35 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 03 Mar 2010 12:40:35 -0800 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100303203749.GP19562@it.is.rice.edu> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> <4B8EBAF1.3070308@lbl.gov> <20100303200946.GI19562@it.is.rice.edu> <20100303202907.GL19562@it.is.rice.edu> <20100303203749.GP19562@it.is.rice.edu> Message-ID: <4B8EC943.9050804@lbl.gov> Kenneth, To be honest, we just installed this a few day (maybe a week) ago. So I assumed we HAD the latest version. I'll take a look in the wiki and see what's up. Kenn LBNL On 3/3/2010 12:37 PM, Kenneth Marshall wrote: > Oh, and the dot (".") should not be there. You also need the > latest release to fix the regex space bug. > > Cheers, > Ken > > On Wed, Mar 03, 2010 at 02:29:07PM -0600, Kenneth Marshall wrote: > >> Oops, the syntax for Custom Fields using CommandByMail is >> >> CustomField.{}: >> >> or >> >> CF.{}: >> >> That works here with spaces. >> >> Cheers, >> Ken >> >> On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: >> >>> Since the parsing for this is via regex, maybe we can adjust >>> the regex used to incorporate spaces in CFs. >>> >>> Cheers, >>> Ken >>> >>> On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: >>> >>>> To list, >>>> >>>> I've finally got CommandByMail to work with Custom Fields. Apparently, for >>>> any Custom Field to work, it needs to have a one-word name or a hyphenated >>>> name. I didn't read this in any of the READ ME's. So, since 98% of my >>>> Custom Fields have more than one word, like "Migrated Date", I will need to >>>> change it to "Migrated-Date" and change all queries to look for a hypenated >>>> version of what they used to look for. OH Well, at least it now works. >>>> >>>> Thanks anyway. >>>> >>>> Kenn >>>> LBNL >>>> >>>> On 2/23/2010 1:43 PM, Kevin Falcone wrote: >>>> >>>>> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: >>>>> >>>>> >>>>>> I've installed CommandByMail. The instructions describe the ability to >>>>>> create a ticket WITH CustomField values. However, I'm finding this >>>>>> doesn't seem to be true. Do I also need to install an additional >>>>>> extension for this? >>>>>> >>>>>> >>>>> What did you try, how did it fail, etc etc. >>>>> You can certainly set Custom Fields with CommandByMail >>>>> You can also use the ExtractCustomFieldValues extension, depending on >>>>> what you're doing >>>>> >>>>> -kevin >>>>> ------------------------------------------------------------------------ >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> 2010 RT Training Sessions! >>>>> San Francisco, CA, USA - Feb 22 & 23 >>>>> Dublin, Ireland - Mar 15 & 16 >>>>> Boston, MA, USA - April 5 & 6 >>>>> Washington DC, USA - Oct 25 & 26 >>>>> >>>>> 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 >>>> >>>> 2010 RT Training Sessions! >>>> San Francisco, CA, USA - Feb 22 & 23 >>>> Dublin, Ireland - Mar 15 & 16 >>>> Boston, MA, USA - April 5 & 6 >>>> Washington DC, USA - Oct 25 & 26 >>>> >>>> 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 >>> >>> 2010 RT Training Sessions! >>> San Francisco, CA, USA - Feb 22 & 23 >>> Dublin, Ireland - Mar 15 & 16 >>> Boston, MA, USA - April 5 & 6 >>> Washington DC, USA - Oct 25 & 26 >>> >>> 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 >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 mneuschafer at nationalstoresinc.com Wed Mar 3 15:48:47 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Wed, 3 Mar 2010 12:48:47 -0800 Subject: [rt-users] Click on Asset Types in Asset tracker ACLEquivalenceObjects error Message-ID: <323E0713A7B4BB448FE88038747ABBAC0584DE27@hqsvr03.nationalmail> Hey, I just finished installing my Asset Tracker in RT but when I click on Asset Types under configureation I get this below: Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327. Any thoughts? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Mar 3 15:53:19 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 3 Mar 2010 14:53:19 -0600 Subject: [rt-users] CommandByMail Extension In-Reply-To: <4B8EC818.6040606@lbl.gov> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> <4B8EBAF1.3070308@lbl.gov> <20100303200946.GI19562@it.is.rice.edu> <20100303202907.GL19562@it.is.rice.edu> <4B8EC818.6040606@lbl.gov> Message-ID: <20100303205319.GQ19562@it.is.rice.edu> Use version 0.08 from last August. You do not include <>, just the text of the name or value. Ken On Wed, Mar 03, 2010 at 12:35:36PM -0800, Ken Crocker wrote: > Kenneth, > > Are you saying I need a < and a > on each side of the CF name? In addition > to the brackets? > > Kenn > LBNL > > On 3/3/2010 12:29 PM, Kenneth Marshall wrote: >> Oops, the syntax for Custom Fields using CommandByMail is >> >> CustomField.{}: >> >> or >> CF.{}: >> >> That works here with spaces. >> >> Cheers, >> Ken >> >> On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: >> >>> Since the parsing for this is via regex, maybe we can adjust >>> the regex used to incorporate spaces in CFs. >>> >>> Cheers, >>> Ken >>> >>> On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: >>> >>>> To list, >>>> >>>> I've finally got CommandByMail to work with Custom Fields. Apparently, >>>> for any Custom Field to work, it needs to have a one-word name or a >>>> hyphenated name. I didn't read this in any of the READ ME's. So, since >>>> 98% of my Custom Fields have more than one word, like "Migrated Date", I >>>> will need to change it to "Migrated-Date" and change all queries to look >>>> for a hypenated version of what they used to look for. OH Well, at least >>>> it now works. >>>> >>>> Thanks anyway. >>>> >>>> Kenn >>>> LBNL >>>> >>>> On 2/23/2010 1:43 PM, Kevin Falcone wrote: >>>> >>>>> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: >>>>> >>>>>> I've installed CommandByMail. The instructions describe the ability to >>>>>> create a ticket WITH CustomField values. However, I'm finding this >>>>>> doesn't seem to be true. Do I also need to install an additional >>>>>> extension for this? >>>>>> >>>>> What did you try, how did it fail, etc etc. >>>>> You can certainly set Custom Fields with CommandByMail >>>>> You can also use the ExtractCustomFieldValues extension, depending on >>>>> what you're doing >>>>> >>>>> -kevin >>>>> >>>>> ------------------------------------------------------------------------ >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> 2010 RT Training Sessions! >>>>> San Francisco, CA, USA - Feb 22 & 23 >>>>> Dublin, Ireland - Mar 15 & 16 >>>>> Boston, MA, USA - April 5 & 6 >>>>> Washington DC, USA - Oct 25 & 26 >>>>> >>>>> 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 >>>> >>>> 2010 RT Training Sessions! >>>> San Francisco, CA, USA - Feb 22 & 23 >>>> Dublin, Ireland - Mar 15 & 16 >>>> Boston, MA, USA - April 5 & 6 >>>> Washington DC, USA - Oct 25 & 26 >>>> >>>> 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 >>> >>> 2010 RT Training Sessions! >>> San Francisco, CA, USA - Feb 22 & 23 >>> Dublin, Ireland - Mar 15 & 16 >>> Boston, MA, USA - April 5 & 6 >>> Washington DC, USA - Oct 25 & 26 >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>> a copy at http://rtbook.bestpractical.com >>> >>> > From jcharaoui at cmaisonneuve.qc.ca Wed Mar 3 16:11:08 2010 From: jcharaoui at cmaisonneuve.qc.ca (=?ISO-8859-1?Q?J=E9r=F4me_Charaoui?=) Date: Wed, 3 Mar 2010 16:11:08 -0500 Subject: [rt-users] Click on Asset Types in Asset tracker ACLEquivalenceObjects error In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0584DE27@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0584DE27@hqsvr03.nationalmail> Message-ID: <4B8ED06C.1080808@cmaisonneuve.qc.ca> Michael Neuschafer a ?crit : > Hey, > > I just finished installing my Asset Tracker in RT but when I click on > Asset Types under configureation I get this below: > > Can't locate object method "ACLEquivalenceObjects" via package > "RTx::AssetTracker::System" at > /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327. > > Any thoughts? Here's a fix : http://lists.bestpractical.com/pipermail/rt-users/2009-June/059446.html This bug has also been reported in the Asset Tracker issue tracker : http://code.google.com/p/asset-tracker-4rt/issues/detail?id=26&q=ACLEquivalenceObjects -- J?r?me Charaoui Service informatique - Coll?ge de Maisonneuve From jblaine at kickflop.net Wed Mar 3 16:14:17 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 03 Mar 2010 16:14:17 -0500 Subject: [rt-users] Can't locate object method "now" via package "DateTime" Message-ID: <4B8ED129.1080004@kickflop.net> Hi folks -- does anyone have any idea what is wrong here? 'make testdeps' was perfectly happy at install time and everything else appears to work just fine. RT 3.8.7 Preferences -> About Me Error during compilation of /apps/rt/share/html/Elements/SelectTimezone: Can't locate object method "now" via package "DateTime" at /apps/rt/share/html/Elements/SelectTimezone line 58. Stack: [/apps/rt/share/html/Elements/SelectTimezone:58] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:816] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/apps/rt/share/html/User/Prefs.html:83] [/apps/rt/share/html/Widgets/TitleBox:51] [/apps/rt/share/html/User/Prefs.html:86] [/apps/rt/bin/../lib/RT/Interface/Web.pm:320] [/apps/rt/bin/../lib/RT/Interface/Web.pm:224] [/apps/rt/share/html/autohandler:53] From mneuschafer at nationalstoresinc.com Wed Mar 3 16:41:24 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Wed, 3 Mar 2010 13:41:24 -0800 Subject: [rt-users] Click on Asset Types in Asset tracker ACLEquivalenceObjects error In-Reply-To: <4B8ED06C.1080808@cmaisonneuve.qc.ca> References: <323E0713A7B4BB448FE88038747ABBAC0584DE27@hqsvr03.nationalmail> <4B8ED06C.1080808@cmaisonneuve.qc.ca> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0584DE46@hqsvr03.nationalmail> Thing is I don't even have a /opt/rt3/local/lib/RTx/AssetTracker/System.pm , I don't even have a RTx in the lib directory. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of J?r?me Charaoui Sent: Wednesday, March 03, 2010 1:11 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Click on Asset Types in Asset tracker ACLEquivalenceObjects error Michael Neuschafer a ?crit : > Hey, > > I just finished installing my Asset Tracker in RT but when I click on > Asset Types under configureation I get this below: > > Can't locate object method "ACLEquivalenceObjects" via package > "RTx::AssetTracker::System" at > /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327. > > Any thoughts? Here's a fix : http://lists.bestpractical.com/pipermail/rt-users/2009-June/059446.html This bug has also been reported in the Asset Tracker issue tracker : http://code.google.com/p/asset-tracker-4rt/issues/detail?id=26&q=ACLEquivalenceObjects -- J?r?me Charaoui Service informatique - Coll?ge de Maisonneuve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. From marc.fournier at camptocamp.com Wed Mar 3 16:22:45 2010 From: marc.fournier at camptocamp.com (Marc Fournier) Date: Wed, 3 Mar 2010 22:22:45 +0100 Subject: [rt-users] one-time cc/bcc in a template ? Message-ID: <20100303222245.01ecd3e9@lonquimay.wrk.lsn.camptocamp.com> Hello, In a template, I'm trying to access the email addresses which users could have put in the "one-time cc/bcc" fields when posting a reply or comment. I am looking for something such as: { $Ticket->OneTimeCcAddresses } But I'm not really sure where I should go looking for this information. Maybe in $Transaction ? Thanks for any pointer ! Marc From stuart.browne at ausregistry.com.au Wed Mar 3 17:26:39 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Thu, 4 Mar 2010 09:26:39 +1100 Subject: [rt-users] Scip adding custom 'Results' line / Stopping transaction 'Set' Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E2CBB5F4F@off-win2003-01.ausregistrygroup.local> This is a re-send as no response in the week it was posted. ---------------------------------------------------------------------- Hi, I've got some custom fields for 3-point time estimates on project tickets. I've got it so that upon creation / update of the custom field, the 'TimeEstimated' field gets set to the 'Most Likely' custom field value. I've also got it so that it ignores any changes made manually to the 'TimeEstimated' field. So far, so good. I'd like to feed back to users that changes to the 'TimeEstimated' field shouldn't be made, that the 3-point fields should be modified together in order for changes to be made. The most logical way to do this (to me) is to feed a 'Result' (what's expanded from @actions in 'share/html/Elements/ListActions') so it can be displayed in the box at the top of the page when a ticket update occurs. I just can't find out how to do that. I see that most of the messages come from Transaction_Overlay.pm/BriefDescriptions, but I can see that the messages from that function are generated automatically based on what the transaction actually is. So, here's my question: * Using a Scrip Condition / Prep, can a 'Set' be rejected to not occur and thus raise an 'error' ? * If not, is there a way to feed back a custom message into the BriefDescriptions / @actions array so my own message can be displayed? Current scrip: Description: Re-Populate Estimate Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: my $_CF_NAME = '3 Point: Most Likely'; my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $_CF = RT::CustomField->new ( $RT::SystemUser ); $_CF->LoadByNameAndQueue( Name => $_CF_NAME, Queue => $self->TicketObj->QueueObj->Name ); if ( $trans->Type eq 'Create' || ($trans->Type eq 'CustomField' && $trans->Field == $_CF->id) || ($trans->Type eq 'Set' && $trans->Field == 'TimeEstimated') ) { return 1; } Custom action preparation code: return 1; Custom action cleanup code: my $_CF_NAME = '3 Point: Most Likely'; my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj->Name; my $trans = $self->TransactionObj; my $_CF = RT::CustomField->new ( $RT::SystemUser ); $_CF->LoadByNameAndQueue( Name => $_CF_NAME, Queue => $queue); unless ($_CF->id) { $RT::Logger->warning ("$_CF_NAME doesn't exist in Queue " . $queue); return undef; } my $most_likely = $ticket->FirstCustomFieldValue($_CF->id); if ($most_likely ne '' && $most_likely != $ticket->TimeEstimated) { $RT::Logger->info(sprintf("Setting TimeEstimated from %s to value %s", $ticket->TimeEstimated, $most_likely)); $ticket->SetTimeEstimated($most_likely); } return 1; Stuart J. Browne Senior Unix Administrator, Network Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From mmcgrath at carthage.edu Wed Mar 3 18:05:15 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 3 Mar 2010 17:05:15 -0600 Subject: [rt-users] Upload users into RT Message-ID: <6b011ab81003031505q331b0003m85f38b29b8ba46c7@mail.gmail.com> Hi all - I've searched around and can't seem to find a streamlined way of uploading users into RT. Perhaps it doesn't exist? We are running 3.8.7. Basically, I'm looking for information on how to be able to create (or upload) all of our student population in RT and give them access to the SelfService portal. Not sure if this is possible through direct interaction with the database with ODBC, or if there is a handy script or not. Any info is appreciated! Oh, and does anybody know where in the database structure it tells RT if the user goes to SelfService or not? I can't seem to find that either... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Mar 3 18:11:35 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 03 Mar 2010 15:11:35 -0800 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100303205319.GQ19562@it.is.rice.edu> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> <4B8EBAF1.3070308@lbl.gov> <20100303200946.GI19562@it.is.rice.edu> <20100303202907.GL19562@it.is.rice.edu> <4B8EC818.6040606@lbl.gov> <20100303205319.GQ19562@it.is.rice.edu> Message-ID: <4B8EECA7.9070407@lbl.gov> Kenneth, That was it. My guy installed .08 and now all works well. I do get an error for the command "Content", but as long as I put any comments at the end, it works fine. Thanks again for your help. Kenn LBNL On 3/3/2010 12:53 PM, Kenneth Marshall wrote: > Use version 0.08 from last August. You do not include <>, just > the text of the name or value. > > Ken > > On Wed, Mar 03, 2010 at 12:35:36PM -0800, Ken Crocker wrote: > >> Kenneth, >> >> Are you saying I need a < and a > on each side of the CF name? In addition >> to the brackets? >> >> Kenn >> LBNL >> >> On 3/3/2010 12:29 PM, Kenneth Marshall wrote: >> >>> Oops, the syntax for Custom Fields using CommandByMail is >>> >>> CustomField.{}: >>> >>> or >>> CF.{}: >>> >>> That works here with spaces. >>> >>> Cheers, >>> Ken >>> >>> On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: >>> >>> >>>> Since the parsing for this is via regex, maybe we can adjust >>>> the regex used to incorporate spaces in CFs. >>>> >>>> Cheers, >>>> Ken >>>> >>>> On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: >>>> >>>> >>>>> To list, >>>>> >>>>> I've finally got CommandByMail to work with Custom Fields. Apparently, >>>>> for any Custom Field to work, it needs to have a one-word name or a >>>>> hyphenated name. I didn't read this in any of the READ ME's. So, since >>>>> 98% of my Custom Fields have more than one word, like "Migrated Date", I >>>>> will need to change it to "Migrated-Date" and change all queries to look >>>>> for a hypenated version of what they used to look for. OH Well, at least >>>>> it now works. >>>>> >>>>> Thanks anyway. >>>>> >>>>> Kenn >>>>> LBNL >>>>> >>>>> On 2/23/2010 1:43 PM, Kevin Falcone wrote: >>>>> >>>>> >>>>>> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: >>>>>> >>>>>> >>>>>>> I've installed CommandByMail. The instructions describe the ability to >>>>>>> create a ticket WITH CustomField values. However, I'm finding this >>>>>>> doesn't seem to be true. Do I also need to install an additional >>>>>>> extension for this? >>>>>>> >>>>>>> >>>>>> What did you try, how did it fail, etc etc. >>>>>> You can certainly set Custom Fields with CommandByMail >>>>>> You can also use the ExtractCustomFieldValues extension, depending on >>>>>> what you're doing >>>>>> >>>>>> -kevin >>>>>> >>>>>> ------------------------------------------------------------------------ >>>>>> >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> 2010 RT Training Sessions! >>>>>> San Francisco, CA, USA - Feb 22 & 23 >>>>>> Dublin, Ireland - Mar 15 & 16 >>>>>> Boston, MA, USA - April 5 & 6 >>>>>> Washington DC, USA - Oct 25 & 26 >>>>>> >>>>>> 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 >>>>> >>>>> 2010 RT Training Sessions! >>>>> San Francisco, CA, USA - Feb 22 & 23 >>>>> Dublin, Ireland - Mar 15 & 16 >>>>> Boston, MA, USA - April 5 & 6 >>>>> Washington DC, USA - Oct 25 & 26 >>>>> >>>>> 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 >>>> >>>> 2010 RT Training Sessions! >>>> San Francisco, CA, USA - Feb 22 & 23 >>>> Dublin, Ireland - Mar 15 & 16 >>>> Boston, MA, USA - April 5 & 6 >>>> Washington DC, USA - Oct 25 & 26 >>>> >>>> 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 jpierce at cambridgeenergyalliance.org Wed Mar 3 18:22:52 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 3 Mar 2010 18:22:52 -0500 Subject: [rt-users] Upload users into RT In-Reply-To: <6b011ab81003031505q331b0003m85f38b29b8ba46c7@mail.gmail.com> References: <6b011ab81003031505q331b0003m85f38b29b8ba46c7@mail.gmail.com> Message-ID: On Wed, Mar 3, 2010 at 18:05, Max McGrath wrote: > Hi all - > I've searched around and can't seem to find a streamlined way of uploading > users into RT. ?Perhaps it doesn't exist? ?We are running 3.8.7. > Basically, I'm looking for information on how to be able to create (or > upload) all of our student population in RT and give them access to the > SelfService portal. > Not sure if this is possible through direct interaction with the database > with ODBC, or if there is a handy script or not. > Any info is appreciated! 1) ExternalAuth to LDAP 2) script the rt command line + a parseable copy of your data 3) See my scrip on the wiki for VCF, and turn your data into VCFs that are the body of individual tickets injected with the Offline edit tool. We use #3, with a tool that takes a CSV and spits out the form for Offline edit, but we're processing few records at a time for unknown users. You would seem to have a large number of known users, so ExternalAuth is probably the better choice. > Oh, and does anybody know where in the database structure it tells RT if the > user goes to SelfService or not? ?I can't seem to find that either... Whether or not the user is privileged, wiki is your friend: http://wiki.bestpractical.com/view/SelfService From mneuschafer at nationalstoresinc.com Wed Mar 3 19:08:38 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Wed, 3 Mar 2010 16:08:38 -0800 Subject: [rt-users] Asset Tracker Creating ACl error Message-ID: <323E0713A7B4BB448FE88038747ABBAC0584DEA6@hqsvr03.nationalmail> What does the error mean below about Creating ACL?: Now populating AssetTracker database schema. Creating database schema. Done setting up database schema. Now inserting AssetTracker database ACLs Done setting up database ACLs. Now inserting AssetTracker data Creating Superuser ACL...done. Creating groups...2939.2940.done. Creating types...1.done. Creating ACL...[Thu Mar 4 00:05:34 2010] [error]: Couldn't get principal for not loaded object (/opt/rt3/lib/RT/User_Overlay.pm:1181) [Thu Mar 4 00:05:34 2010] [crit]: Can't call method "GrantRight" on an undefined value at /opt/rt3/local/sbin//at-setup-database line 412, line 78. (/opt/rt3/lib/RT.pm:377) Can't call method "GrantRight" on an undefined value at /opt/rt3/local/sbin//at-setup-database line 412, line 78. make: *** [initdb] Error 255 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From raghusiddarth at gmail.com Thu Mar 4 02:15:48 2010 From: raghusiddarth at gmail.com (Rags) Date: Thu, 4 Mar 2010 12:45:48 +0530 Subject: [rt-users] Double spacing problem In RT 3.8.7 Message-ID: <44cfd4d11003032315kc877465ybe0e6bdef851351f@mail.gmail.com> Hello, I've recently upgraded from RT 3.0.8 to 3.8.7 and needless to say the upgrade was smooth :) But there are a few quirks that need to be ironed out. Every reply on the ticket, ( via the Web Gui and Mail) doubles the spacing. I've searched in the mailing lists and looks like this problem was atttributed to the WYSIWYG editor and is fixed in 3.8.7. I've disabled the fck editor, but the problem still persists. This happens when the replies are sent via mail as well. Could it be the MTA ( Postfix ) I'm using? Also, When a ticket is assigned to a person, the owner gets two notifications instead of one. I'm guessing this is some remnant from my old configuration. Thanks for your help. -- Raghu -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Thu Mar 4 09:10:57 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 4 Mar 2010 14:10:57 +0000 Subject: [rt-users] Excluding Global Scripts/Actions from a queue In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F936B1@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F936B1@w3hamboex11.ger.win.int.kn> Message-ID: <20100304141056.GF5747@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Mar 03, 2010 at 04:49:07PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, > Search for dirk papes deaktivate global scrips, they are doing what you need. Seconded, we use them a lot. I would love to see this functionality available in the core. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From falcone at bestpractical.com Thu Mar 4 09:19:05 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Mar 2010 09:19:05 -0500 Subject: [rt-users] Can't locate object method "now" via package "DateTime" In-Reply-To: <4B8ED129.1080004@kickflop.net> References: <4B8ED129.1080004@kickflop.net> Message-ID: <20100304141905.GA96739@jibsheet.com> On Wed, Mar 03, 2010 at 04:14:17PM -0500, Jeff Blaine wrote: > Hi folks -- does anyone have any idea what is wrong here? > > 'make testdeps' was perfectly happy at install time and > everything else appears to work just fine. Which version of DateTime do you have installed? perl -MDateTime\ 9 -kevin > RT 3.8.7 > > Preferences -> About Me > > Error during compilation of /apps/rt/share/html/Elements/SelectTimezone: > Can't locate object method "now" via package "DateTime" at > /apps/rt/share/html/Elements/SelectTimezone line 58. Stack: > [/apps/rt/share/html/Elements/SelectTimezone:58] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:816] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] > [/apps/rt/share/html/User/Prefs.html:83] > [/apps/rt/share/html/Widgets/TitleBox:51] > [/apps/rt/share/html/User/Prefs.html:86] > [/apps/rt/bin/../lib/RT/Interface/Web.pm:320] > [/apps/rt/bin/../lib/RT/Interface/Web.pm:224] > [/apps/rt/share/html/autohandler:53] -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Mar 4 12:36:28 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 04 Mar 2010 09:36:28 -0800 Subject: [rt-users] Question on subscriptions to dashboards Message-ID: <4B8FEF9C.2070108@lbl.gov> To list, We're currently testing our installation of 3.8.7. While setting up a dashboard, we noticed the ability to have a query run at recurring times and to be sent to an email address. We set one up, it ran, but it didn't go anywhere. We have granted the right "SubscribeDashboard" globally to all Privileged users. yet, no one received those results and these users were privileged. My question is; what other procedures are needed to ensure a user gets an email with query results that are supposed to be sent to them? Any help will be greatly appreciated. Thanks. Kenn LBNL From badreddinem at gmail.com Thu Mar 4 12:33:26 2010 From: badreddinem at gmail.com (badreddine meherzi) Date: Thu, 4 Mar 2010 18:33:26 +0100 Subject: [rt-users] [Perl script for RT ticket creation] Message-ID: Hi, I'm new on RT and I want to write a perl script that creates a ticket in RT, so how can I proceed, wich are the Perl modules that I have to install and is there an example of Perl script creating an RT ticket(that would helps me a lot). Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Mar 4 13:21:31 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 4 Mar 2010 12:21:31 -0600 Subject: [rt-users] Question on subscriptions to dashboards In-Reply-To: <4B8FEF9C.2070108@lbl.gov> References: <4B8FEF9C.2070108@lbl.gov> Message-ID: <20100304182131.GY19562@it.is.rice.edu> There are three entries that need to be made in a crontab to support the E-mail notifications. Look in the README file for details. Cheers, Ken On Thu, Mar 04, 2010 at 09:36:28AM -0800, Ken Crocker wrote: > To list, > > We're currently testing our installation of 3.8.7. While setting up a > dashboard, we noticed the ability to have a query run at recurring times > and to be sent to an email address. We set one up, it ran, but it didn't > go anywhere. We have granted the right "SubscribeDashboard" globally to > all Privileged users. yet, no one received those results and these users > were privileged. My question is; what other procedures are needed to > ensure a user gets an email with query results that are supposed to be > sent to them? > Any help will be greatly appreciated. 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kirby at umbc.edu Thu Mar 4 14:28:02 2010 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 4 Mar 2010 14:28:02 -0500 Subject: [rt-users] 3.8.7 Upgrade Message-ID: UMBC has upgraded from 3.8.2 to 3.8.7 in our development environment and so far everything looks great!! We have experienced some issues in 3.8.2 when folks use the Ticket option from the left hand menu of Rt at a Glance. Sometimes it is just pulling too much data and the system hangs. I was wondering if there is any setup/config option to limit who can use this feature so we can limit our exposure to these performance hits. We have over 220 Privileged users of which just a handful should be able to use this feature. Lastly, I was hoping to discover that the Display History would ignore any filtering when a ticket changed queues as we do not care if a user sees that the ticket went from a Level 1 queue to a Level 3 queue. We do not want to grant them SeeQueue attribute since this would create an abnormally high number of Queues that are not really necessary for these users. An example in the history log is Sun Jan 24 14:00:15 2010 The RT System itself - Queue changed from Human Resources (HR) to Lastly I would just like to take a minute and give Jesse, Kevin, and the rest of the BestPractical team a big THANK YOU for this system. You guys do a great job!!!! Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From gentgeen at wikiak.org Thu Mar 4 14:46:29 2010 From: gentgeen at wikiak.org (Kevin Squire) Date: Thu, 4 Mar 2010 14:46:29 -0500 Subject: [rt-users] Filtering out Templates by Name Message-ID: <20100304144629.725e34eb@longshot.localdomain> I am currently revisiting the "Canned-Reply" idea. http://wiki.bestpractical.com/view/CannedReplies Those directions make a call to /Admin/Elements/SelectTemplate to get the canned replys. Up to now, I have simply named all our templates that will be used for Canned Replys as "CR - $NAME", and given the description of "Canned Reply for $DESCRIPTION". Well, now our templates and our Canned Replys are getting numerous enough (combined with the need for canned Replyes with some non-techy users) that I would like to find a way to filter out the templates. I copied the original /Admin/Elements/SelectTemplate over to /Admin/Elements/SelectCannedReply and adjusted my Update.html callback. It is calling my new "SelectCannedReply" correctly. But now I don't know how to do the filtering (I don't know perl) From the SelectTemplate script: my $PrimaryTemplates = RT::Templates->new($session{'CurrentUser'}); if ($Queue != 0) { $PrimaryTemplates->LimitToQueue($Queue); $PrimaryTemplates->OrderBy(FIELD => 'Name'); } my $OtherTemplates = RT::Templates->new($session{'CurrentUser'}); $OtherTemplates->LimitToGlobal($DefaultQueue); $OtherTemplates->OrderBy(FIELD => 'Name'); I am thinking I can modify/add something to/before/after the "OrderBy(FIELD =>" line that would be on the lines of: IF (FIELD => 'Name') starts with "CR -" but as noted, since I don't know perl, I really don't even know where to start on this one. Could someone help get me started? -- http://www.wikiak.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 From falcone at bestpractical.com Thu Mar 4 16:07:16 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Mar 2010 16:07:16 -0500 Subject: [rt-users] Filtering out Templates by Name In-Reply-To: <20100304144629.725e34eb@longshot.localdomain> References: <20100304144629.725e34eb@longshot.localdomain> Message-ID: <20100304210716.GB96739@jibsheet.com> On Thu, Mar 04, 2010 at 02:46:29PM -0500, Kevin Squire wrote: > I am currently revisiting the "Canned-Reply" idea. > http://wiki.bestpractical.com/view/CannedReplies Is there a reason to use this rather than the RTFM extension? If you must use this, you can read the DBIx::SearchBuilder documentation for the Limit command and the STARTSWITH option -kevin > Those directions make a call to /Admin/Elements/SelectTemplate to get > the canned replys. Up to now, I have simply named all our > templates that will be used for Canned Replys as "CR - $NAME", and > given the description of "Canned Reply for $DESCRIPTION". > > Well, now our templates and our Canned Replys are getting numerous > enough (combined with the need for canned Replyes with some non-techy > users) that I would like to find a way to filter out the templates. > > I copied the original /Admin/Elements/SelectTemplate over to > /Admin/Elements/SelectCannedReply and adjusted my Update.html > callback. It is calling my new "SelectCannedReply" correctly. But now > I don't know how to do the filtering (I don't know perl) > > From the SelectTemplate script: > my $PrimaryTemplates = RT::Templates->new($session{'CurrentUser'}); > if ($Queue != 0) { > $PrimaryTemplates->LimitToQueue($Queue); > $PrimaryTemplates->OrderBy(FIELD => 'Name'); > } > > my $OtherTemplates = RT::Templates->new($session{'CurrentUser'}); > $OtherTemplates->LimitToGlobal($DefaultQueue); > $OtherTemplates->OrderBy(FIELD => 'Name'); > > I am thinking I can modify/add something to/before/after the > "OrderBy(FIELD =>" line that would be on the lines of: > > IF (FIELD => 'Name') starts with "CR -" > > but as noted, since I don't know perl, I really don't even know where > to start on this one. > > Could someone help get me started? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Thu Mar 4 16:12:14 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 4 Mar 2010 16:12:14 -0500 Subject: [rt-users] Filtering out Templates by Name In-Reply-To: <20100304210716.GB96739@jibsheet.com> References: <20100304144629.725e34eb@longshot.localdomain> <20100304210716.GB96739@jibsheet.com> Message-ID: > On Thu, Mar 04, 2010 at 02:46:29PM -0500, Kevin Squire wrote: >> I am currently revisiting the "Canned-Reply" idea. >> http://wiki.bestpractical.com/view/CannedReplies > > Is there a reason to use this rather than the RTFM extension? It's a much simpler system, but at this point it sounds like he maybe should be using RTFM. From zuckercorn.barry at gmail.com Thu Mar 4 16:41:20 2010 From: zuckercorn.barry at gmail.com (Zuckercorn, Barry) Date: Thu, 4 Mar 2010 15:41:20 -0600 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? Message-ID: I have done some additional troubleshooting and am still hitting a bit of a snag. I have pages created on our 3.6 RT install (apache 1.3) that read similar to this: ...mumble... <%PERL> my $tickets = new RT::Tickets($user); $tickets->LimitQueue(VALUE => 'QUEUENAME'); $tickets->LimitStatus(VALUE => 'open'); $tickets->LimitStatus(VALUE => 'new'); $tickets->OrderBy(FIELD => 'id', ALIAS => 'main', ORDER => 'DESC'); % if ($tickets->Count) { .... mumble mumble.... <%INIT> my $user = new RT::CurrentUser('guest'); my $queue = new RT::Queue($user); my $i=0; my $restrict; This allows a user in our helpdesk to view a page of open issues in this particular example. We authenticate them via htaccess/htpasswd and just let them cruise a page of open issues because we don't want to expose the contents of the tickets to anyone that isn't a user in the system. I'm open to suggestions on other ways of handling this but this is the way it has been done historically but our 3.8 install doesn't seem to like it. It doesn't actually execute any of the %PERL glue and just spits it out into the contents of the page. I am not sure if this is an Apache configuration issue, an RT configuration issue, or both. I do have mod_perl activated in httpd.conf and we are using fastcgi and mason_handler.fcgi for the application itself. In httpd.conf I have been trying out various directives but this is what it looks like as of now for /NoAuth: satisfy any SetHandler perl-script PerlOptions +ParseHeaders Options +ExecCGI allow from all From zuckercorn.barry at gmail.com Thu Mar 4 16:47:21 2010 From: zuckercorn.barry at gmail.com (Zuckercorn, Barry) Date: Thu, 4 Mar 2010 15:47:21 -0600 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? In-Reply-To: References: Message-ID: One more thing I forgot to add is that I can never access /NoAuth/ on the same port as the RT application itself, it always returns me to the login screen and gives a page not found error. e.g. https://rthost.tld:8383/NoAuth/images/ Gives me an RT-generated "The page you requested could not be found | Please check the URL and try again" page. In the process of troubleshooting this NoAuth page problem I've setup a vhost for the NoAuth pages, which is where they don't execute. I'm quite certain this is a simple matter but I"ve been having a difficult time with it. What should the directives in Apache's httpd.conf look like for proper access to pages under /NoAuth/ directories? On Thu, Mar 4, 2010 at 3:41 PM, Zuckercorn, Barry wrote: > I have done some additional troubleshooting and am still hitting a bit > of a snag. > > I have pages created on our 3.6 RT install (apache 1.3) that read > similar to this: > > ...mumble... > >
> <%PERL> > my $tickets = new RT::Tickets($user); > $tickets->LimitQueue(VALUE => 'QUEUENAME'); > $tickets->LimitStatus(VALUE => 'open'); > $tickets->LimitStatus(VALUE => 'new'); > $tickets->OrderBy(FIELD => 'id', ALIAS => 'main', ORDER => 'DESC'); > > % if ($tickets->Count) { > > .... mumble mumble.... > > <%INIT> > my $user = new RT::CurrentUser('guest'); > my $queue = new RT::Queue($user); > my $i=0; > my $restrict; > > > > This allows a user in our helpdesk to view a page of open issues in > this particular example. ?We authenticate them via htaccess/htpasswd > and just let them cruise a page of open issues because we don't want > to expose the contents of the tickets to anyone that isn't a user in > the system. > > I'm open to suggestions on other ways of handling this but this is the > way it has been done historically but our 3.8 install doesn't seem to > like it. ?It doesn't actually execute any of the %PERL glue and just > spits it out into the contents of the page. ?I am not sure if this is > an Apache configuration issue, an RT configuration issue, or both. > > I do have mod_perl activated in httpd.conf and we are using fastcgi > and mason_handler.fcgi for the application itself. > > In httpd.conf I have been trying out various directives but this is > what it looks like as of now for /NoAuth: > > > ? ? ? ?satisfy any > ? ? ? ?SetHandler perl-script > ? ? ? ?PerlOptions +ParseHeaders > ? ? ? ?Options +ExecCGI > ? ? ? ?allow from all > > From falcone at bestpractical.com Thu Mar 4 16:51:15 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Mar 2010 16:51:15 -0500 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? In-Reply-To: References: Message-ID: <20100304215115.GC96739@jibsheet.com> On Thu, Mar 04, 2010 at 03:47:21PM -0600, Zuckercorn, Barry wrote: > One more thing I forgot to add is that I can never access /NoAuth/ on > the same port as the RT application itself, it always returns me to > the login screen and gives a page not found error. > > e.g. https://rthost.tld:8383/NoAuth/images/ > > Gives me an RT-generated "The page you requested could not be found | > Please check the URL and try again" page. In the process of > troubleshooting this NoAuth page problem I've setup a vhost for the > NoAuth pages, which is where they don't execute. > > I'm quite certain this is a simple matter but I"ve been having a > difficult time with it. What should the directives in Apache's > httpd.conf look like for proper access to pages under /NoAuth/ > directories? Have you tried the configuration directives from the README included with RT? You shouldn't need any particular /NoAuth/ stanzas, other than the NoAuth/images one, which is really just for performance serving static files. Also, you want to pick mod_perl or fastcgi, not try to use both of them -kevin > On Thu, Mar 4, 2010 at 3:41 PM, Zuckercorn, Barry > wrote: > > I have done some additional troubleshooting and am still hitting a bit > > of a snag. > > > > I have pages created on our 3.6 RT install (apache 1.3) that read > > similar to this: > > > > ...mumble... > > > >
> > <%PERL> > > my $tickets = new RT::Tickets($user); > > $tickets->LimitQueue(VALUE => 'QUEUENAME'); > > $tickets->LimitStatus(VALUE => 'open'); > > $tickets->LimitStatus(VALUE => 'new'); > > $tickets->OrderBy(FIELD => 'id', ALIAS => 'main', ORDER => 'DESC'); > > > > % if ($tickets->Count) { > > > > .... mumble mumble.... > > > > <%INIT> > > my $user = new RT::CurrentUser('guest'); > > my $queue = new RT::Queue($user); > > my $i=0; > > my $restrict; > > > > > > > > This allows a user in our helpdesk to view a page of open issues in > > this particular example. ?We authenticate them via htaccess/htpasswd > > and just let them cruise a page of open issues because we don't want > > to expose the contents of the tickets to anyone that isn't a user in > > the system. > > > > I'm open to suggestions on other ways of handling this but this is the > > way it has been done historically but our 3.8 install doesn't seem to > > like it. ?It doesn't actually execute any of the %PERL glue and just > > spits it out into the contents of the page. ?I am not sure if this is > > an Apache configuration issue, an RT configuration issue, or both. > > > > I do have mod_perl activated in httpd.conf and we are using fastcgi > > and mason_handler.fcgi for the application itself. > > > > In httpd.conf I have been trying out various directives but this is > > what it looks like as of now for /NoAuth: > > > > > > ? ? ? ?satisfy any > > ? ? ? ?SetHandler perl-script > > ? ? ? ?PerlOptions +ParseHeaders > > ? ? ? ?Options +ExecCGI > > ? ? ? ?allow from all > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Mar 4 16:57:46 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Mar 2010 16:57:46 -0500 Subject: [rt-users] 3.8.7 Upgrade In-Reply-To: References: Message-ID: <20100304215746.GD96739@jibsheet.com> On Thu, Mar 04, 2010 at 02:28:02PM -0500, Joe Kirby wrote: Joe > We have experienced some issues in 3.8.2 when folks use the Ticket option from the left hand > menu of Rt at a Glance. > Sometimes it is just pulling too much data and the system hangs. > I was wondering if there is any setup/config option to limit who can use this feature so we > can limit our exposure to these performance hits. > We have over 220 Privileged users of which just a handful should be able to use this feature. There isn't, but you can use the callback in Elements/Tabs to trim it out for people who aren't in a group > Lastly, I was hoping to discover that the Display History would ignore any filtering when a > ticket changed queues as we do not care if a user sees that the ticket went from a Level 1 > queue to a Level 3 queue. > We do not want to grant them SeeQueue attribute since this would create an abnormally high > number of Queues that are not really necessary for these users. > An example in the history log is Sun Jan 24 14:00:15 2010 The RT System itself - Queue changed > from Human Resources (HR) to If you're ok just hiding that it moved, the SkipTransaction callback in the ShowHistory mason component is probably the right place to look. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From eje at panix.com Thu Mar 4 17:06:55 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Thu, 4 Mar 2010 17:06:55 -0500 Subject: [rt-users] Re ferencing custom field values (select multiple). PLEASE HELP!! In-Reply-To: <27759881.post@talk.nabble.com> References: <27759881.post@talk.nabble.com> Message-ID: <20100304220654.GC10785@panix.com> On Tue, Mar 02, 2010 at 11:10:00AM -0800, Jonathan Rummel wrote: > Can someone PLEASE tell me how to reference the 2nd, 3rd, etc. values > selected in a Select Multiple custom field?? > I know that this references the first selected (of multiple): > $Ticket->FirstCustomFieldValue('CF Name') > I'm trying to make all selections show up in a template, and including the > above line only displays the first value selected. Loop through $Ticket->CustomFieldValues. -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From gentgeen at wikiak.org Thu Mar 4 17:03:59 2010 From: gentgeen at wikiak.org (Kevin Squire) Date: Thu, 4 Mar 2010 17:03:59 -0500 Subject: [rt-users] Filtering out Templates by Name In-Reply-To: <20100304210716.GB96739@jibsheet.com> References: <20100304144629.725e34eb@longshot.localdomain> <20100304210716.GB96739@jibsheet.com> Message-ID: <20100304170359.709e8fec@longshot.localdomain> On Thu, 4 Mar 2010 16:07:16 -0500 Kevin Falcone wrote: > On Thu, Mar 04, 2010 at 02:46:29PM -0500, Kevin Squire wrote: > > I am currently revisiting the "Canned-Reply" idea. > > http://wiki.bestpractical.com/view/CannedReplies > > Is there a reason to use this rather than the RTFM extension? RTFM (at least up until now) would have been overkill. We still only have around 5-10 C.R. for each queue that uses them, (not all our queues do) but we also have some 5-10 other templates in those queues (as well as 5 global templates). Having them all in there is making for some visual noise that our "non-techie" group is complaining about... (~15 to 25 options in the dropdown, when they only need to have the 5-10 C.R.) ...just hoping to smooth some things over for the users. > > If you must use this, you can read the DBIx::SearchBuilder > documentation for the Limit command and the STARTSWITH option Thank you SOOO much, that did the trick.. even better then I thought I could get actually. I was able to build my SQL query off of the description field. Now I can actually remove the "CR - " from the names of the templates. For posterity, I just added the line below right before the "OrderBy" line. $PrimaryTemplates->Limit(FIELD => 'Description', OPERATOR => 'STARTSWITH', VALUE => 'Canned Reply'); -- http://www.wikiak.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 From stuart.browne at ausregistry.com.au Thu Mar 4 17:17:34 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 5 Mar 2010 09:17:34 +1100 Subject: [rt-users] [Perl script for RT ticket creation] In-Reply-To: References: Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E2CBB60BC@off-win2003-01.ausregistrygroup.local> > From: badreddine meherzi > > I'm new on RT and I want to write a perl script that creates > a ticket in RT, so how can I proceed, wich are the Perl modules > that I have to install and is there an example of Perl script > creating an RT ticket(that would helps me a lot). This is parts scraped from what I use: #!/usr/bin/perl -w use strict; use RT::Client::REST; my $user = ''; my $pass = '' my $url = ''; my $subject = ''; my $text_body = ''; my $_RT = RT::Client::REST->new( server => $url, timeout => 30, ); if (!$_RT->login( username => $user, password => $pass, )) { die ("Couldn't perform the login process\n"); } my $number = $_RT->create( type => 'ticket', set => { queue => 'Incident Response', status => 'new', owner => 'nobody', requestor => $user, subject => $subject, }, text => $text_body, ); if ($number > 0) { print "Ticket $number created successfully\n"; } exit(0); 1; Stuart J. Browne Senior Unix Administrator, Network Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From eje at panix.com Thu Mar 4 17:25:40 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Thu, 4 Mar 2010 17:25:40 -0500 Subject: [rt-users] Possible to forward a ticket (including CFs) out of RT via email? In-Reply-To: <9248.1267577180@malison.ait.iastate.edu> References: <9248.1267577180@malison.ait.iastate.edu> Message-ID: <20100304222540.GD10785@panix.com> On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote: > Is it possible to forward a ticket (including any custom fields) > out of RT via email? 3.8.7 will forward the correspondence from a ticket, but you would have to add the custom fields to its behavior. -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From zuckercorn.barry at gmail.com Thu Mar 4 17:28:41 2010 From: zuckercorn.barry at gmail.com (Zuckercorn, Barry) Date: Thu, 4 Mar 2010 16:28:41 -0600 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? In-Reply-To: <20100304215115.GC96739@jibsheet.com> References: <20100304215115.GC96739@jibsheet.com> Message-ID: On Thu, Mar 4, 2010 at 3:51 PM, Kevin Falcone wrote: > On Thu, Mar 04, 2010 at 03:47:21PM -0600, Zuckercorn, Barry wrote: >> One more thing I forgot to add is that I can never access /NoAuth/ on >> the same port as the RT application itself, it always returns me to >> the login screen and gives a page not found error. >> >> e.g. https://rthost.tld:8383/NoAuth/images/ >> >> Gives me an RT-generated "The page you requested could not be found | >> Please check the URL and try again" page. ?In the process of >> troubleshooting this NoAuth page problem I've setup a vhost for the >> NoAuth pages, which is where they don't execute. >> >> I'm quite certain this is a simple matter but I"ve been having a >> difficult time with it. ?What should the directives in Apache's >> httpd.conf look like for proper access to pages under /NoAuth/ >> directories? > > Have you tried the configuration directives from the README included > with RT? ?You shouldn't need any particular /NoAuth/ stanzas, other > than the NoAuth/images one, which is really just for performance > serving static files. > > Also, you want to pick mod_perl or fastcgi, not try to use both of > them. I did remove my mod_perl load and I have looked at the README included with RT. Under the fastcgi section the only reference to NoAuth is this: Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ Which I have (though I changed the filesystem path to match my install) in the Virtual Host configuration directive: ServerName host.fqdn Alias /NoAuth/images/ /local/rt/rt-current/share/html/NoAuth/images/ Alias /NoAuth/resnet/ /local/rt/rt-current/share/html/NoAuth/resnet/ DocumentRoot "/local/rt/rt-current/share/html" ScriptAlias / /local/rt/rt3/bin/mason_handler.fcgi/ ...mumble mumble SSL configuration... logs... I added the /NoAuth/reset/ alias due to that url still not working. If I try to go to https://host.fqdn:8383/NoAuth/resnet/index.html I am getting a page that doesn't render correctly in 3.8 but did in 3.6 (but again I moved from mod_perl to fcgi and am not clear on the impact this has on executing the perl inside the page) Instead of building the nice HTML table with the open tickets for that group to view it spits back the code: <%$ticket->Id%> Which used to fill a table cell with the ticket ID number. Or `% print $CF1;` where the IP address used to go, etc. If this isn't a supported mechanism (I inherited this RT system) is there a way to provide local users access to the same type of data in a page that can be protected with htaccess instead of browsing full ticket details inside of RT? From zuckercorn.barry at gmail.com Thu Mar 4 17:34:24 2010 From: zuckercorn.barry at gmail.com (Zuckercorn, Barry) Date: Thu, 4 Mar 2010 16:34:24 -0600 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? In-Reply-To: References: <20100304215115.GC96739@jibsheet.com> Message-ID: > Instead of building the nice HTML table with the open tickets for that > group to view it spits back the code: > > ? ? ? ?<%$ticket->Id%> > > Which used to fill a table cell with the ticket ID number. ?Or ?`% > print $CF1;` ?where the IP address used to go, etc. > > If this isn't a supported mechanism (I inherited this RT system) is > there a way to provide local users access to the same type of data in > a page that can be protected with htaccess instead of browsing full > ticket details inside of RT? I suppose I should include the full contents of the page so you can see what we were/are actually doing: building.html: Open Incidents at test.edu

Open Security Incidents by Building

<%PERL> my $tickets = new RT::Tickets($user); $tickets->OrderBy(FIELD => 'id', ALIAS => 'main', ORDER => 'DESC'); $tickets->LimitStatus(VALUE => 'open'); $tickets->LimitStatus(VALUE => 'new'); $tickets->LimitStatus(VALUE => 'stalled'); % if ($tickets->Count) { % while (my $ticket = $tickets->Next) { % $status = 1; % $building = 1; % $restrict = 1; % my $Field1 = $ticket->CustomFieldValues(11); % while (my $Test1 = $Field1->Next()) { % $status = $Test1->Content; % } % my $Field2 = $ticket->CustomFieldValues(3); % while (my $Test2 = $Field2->Next()) { % $building = $Test2->Content; % } % my $Field3 = $ticket->CustomFieldValues(13); % while (my $Test3 = $Field3->Next()) { % $restrict = $Test3->Content; % $Test3 = 1; % } % if($building eq $bid && $restrict ne 'True') { % $i++; % my $CF; % my $CFValue; % $CF = $ticket->CustomFieldValues(1); while ($CFValue = $CF->Next()){$CF1=$CFValue->Content;} % $CF = $ticket->CustomFieldValues(5); while ($CFValue = $CF->Next()){$CF5=$CFValue->Content;} % $CF = $ticket->CustomFieldValues(2); while ($CFValue = $CF->Next()){$CF2=$CFValue->Content;} % $CF = $ticket->CustomFieldValues(3); while ($CFValue = $CF->Next()){$CF3=$CFValue->Content;} % $CF = $ticket->CustomFieldValues(6); while ($CFValue = $CF->Next()){$CF6=$CFValue->Content;} % $CF = $ticket->CustomFieldValues(10); while ($CFValue = $CF->Next()){$CF10=$CFValue->Content} % $CF = $ticket->CustomFieldValues(7); while ($CFValue = $CF->Next()){$CF7=$CFValue->Content;} % $CF = $ticket->CustomFieldValues(12); while ($CFValue = $CF->Next()){$CF12=$CFValue->Content}; % ($CF5,$CF6,$CF2,$CF3,$CF4,$CF10,$CF7,$CF12) = ("","","","","","","",""); % } % } % }
ID Subject Status Created IP Address MAC Port Room Building Category Network Status Jack userID
<%$ticket->Id%> <%$ticket->Subject%> <%$ticket->Status%> <% $ticket->CreatedObj->AsString %> % print $CF1; % print $CF5; % print $CF6; % print $CF2; % print $CF3; % print $CF10; % print $status; % print $CF7; % print $CF12;
%if ($i == 0){

There are currently no disabled ports in this building. %} <%ARGS> $bid => undef <%INIT> my $user = new RT::CurrentUser('guest'); my $queue = new RT::Queue($user); my $i = 0; my $status; my $building; my $restrict; my $CF1; my $CF5; my $CF6; my $CF2; my $CF3; my $CF4; my $CF10; my $CF7; my $CF12; end It would be great if we didn't need to develop a new set of pages to get this type of view out to the helpdesk and building contacts, but like I said I'm open to suggestions if there is a better way. I'm very curious as to why this doesn't work anymore in 3.8 with fastcgi however. From kfcrocker at lbl.gov Thu Mar 4 18:19:14 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 04 Mar 2010 15:19:14 -0800 Subject: [rt-users] List of Scrips by Name Message-ID: <4B903FF2.2010002@lbl.gov> To List, Sorry for the dumb question, for I probably missed this. When looking at scrips when in Configuration->Queue, is there a way to have them list by scrip name? Mine are all listed like "User-defined ...." or "On Correspond ...". Thanks. Kenn LBNL From kfcrocker at lbl.gov Thu Mar 4 19:15:45 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 04 Mar 2010 16:15:45 -0800 Subject: [rt-users] List of Scrips by Name In-Reply-To: <4B903FF2.2010002@lbl.gov> References: <4B903FF2.2010002@lbl.gov> Message-ID: <4B904D31.8060009@lbl.gov> TO List, Let me clarify. The list DOES sort by the name, but the scrip name is in tiny font size under a LARGE font size for the scrip info. I want to reverse that, if possible. Kenn LBNL On 3/4/2010 3:19 PM, Ken Crocker wrote: > To List, > > Sorry for the dumb question, for I probably missed this. When looking at > scrips when in Configuration->Queue, is there a way to have them list by > scrip name? Mine are all listed like "User-defined ...." or "On > Correspond ...". > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From sean at youramigo.com Thu Mar 4 20:11:05 2010 From: sean at youramigo.com (Sean McCrindle) Date: Fri, 05 Mar 2010 11:41:05 +1030 Subject: [rt-users] Creating a ReferredToBy Link Message-ID: <4B905A29.5080307@youramigo.com> Hi, Some time lurker, first time poster. I am trying to make a script which parses an incoming message for text for RT# and then adds a ReferredToBy link relationship between the current ticket being posted to, and the ticket id extracted. I have: while ($content =~ m!RT#(\d+)!g) { $self->TicketObj->AddLink(Type=>'ReferredToBy', Target=>$1); } But this does not work. I can do: while ($content =~ m!RT#(\d+)!g) { $self->TicketObj->AddLink(Type=>'RefersTo, Base=>$1); } and this works. Can anyone help with the correct syntax to create the ReferredToBy link? RT 3.8.2 Regards, Sean From falcone at bestpractical.com Thu Mar 4 21:10:49 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Mar 2010 21:10:49 -0500 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? In-Reply-To: References: <20100304215115.GC96739@jibsheet.com> Message-ID: <20100305021049.GE96739@jibsheet.com> On Thu, Mar 04, 2010 at 04:28:41PM -0600, Zuckercorn, Barry wrote: > On Thu, Mar 4, 2010 at 3:51 PM, Kevin Falcone wrote: > > On Thu, Mar 04, 2010 at 03:47:21PM -0600, Zuckercorn, Barry wrote: > >> One more thing I forgot to add is that I can never access /NoAuth/ on > >> the same port as the RT application itself, it always returns me to > >> the login screen and gives a page not found error. > >> > >> e.g. https://rthost.tld:8383/NoAuth/images/ > >> > >> Gives me an RT-generated "The page you requested could not be found | > >> Please check the URL and try again" page. ?In the process of > >> troubleshooting this NoAuth page problem I've setup a vhost for the > >> NoAuth pages, which is where they don't execute. > >> > >> I'm quite certain this is a simple matter but I"ve been having a > >> difficult time with it. ?What should the directives in Apache's > >> httpd.conf look like for proper access to pages under /NoAuth/ > >> directories? > > > > Have you tried the configuration directives from the README included > > with RT? ?You shouldn't need any particular /NoAuth/ stanzas, other > > than the NoAuth/images one, which is really just for performance > > serving static files. > > > > Also, you want to pick mod_perl or fastcgi, not try to use both of > > them. > > I did remove my mod_perl load and I have looked at the README included > with RT. Under the fastcgi section the only reference to NoAuth is > this: > > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > Which I have (though I changed the filesystem path to match my > install) in the Virtual Host configuration directive: > > > ServerName host.fqdn > Alias /NoAuth/images/ /local/rt/rt-current/share/html/NoAuth/images/ > Alias /NoAuth/resnet/ /local/rt/rt-current/share/html/NoAuth/resnet/ This rather explicitly tells apache *not* to pass the resnet pages through RT, so I'm hardly surprised that it is failing. -kevin > DocumentRoot "/local/rt/rt-current/share/html" > ScriptAlias / /local/rt/rt3/bin/mason_handler.fcgi/ > > ...mumble mumble SSL configuration... logs... > > I added the /NoAuth/reset/ alias due to that url still not working. > > If I try to go to https://host.fqdn:8383/NoAuth/resnet/index.html I am > getting a page that doesn't render correctly in 3.8 but did in 3.6 > (but again I moved from mod_perl to fcgi and am not clear on the > impact this has on executing the perl inside the page) > > Instead of building the nice HTML table with the open tickets for that > group to view it spits back the code: > > <%$ticket->Id%> > > Which used to fill a table cell with the ticket ID number. Or `% > print $CF1;` where the IP address used to go, etc. > > If this isn't a supported mechanism (I inherited this RT system) is > there a way to provide local users access to the same type of data in > a page that can be protected with htaccess instead of browsing full > ticket details inside of RT? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Mar 4 21:13:54 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Mar 2010 21:13:54 -0500 Subject: [rt-users] Possible to forward a ticket (including CFs) out of RT via email? In-Reply-To: <20100304222540.GD10785@panix.com> References: <9248.1267577180@malison.ait.iastate.edu> <20100304222540.GD10785@panix.com> Message-ID: <20100305021354.GF96739@jibsheet.com> On Thu, Mar 04, 2010 at 05:25:40PM -0500, Eleanor J. Evans [Panix Staff] wrote: > On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote: > > Is it possible to forward a ticket (including any custom fields) > > out of RT via email? > > 3.8.7 will forward the correspondence from a ticket, but you would > have to add the custom fields to its behavior. And it contains a Template that lets you add in the custom fields -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Fri Mar 5 00:27:34 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 5 Mar 2010 00:27:34 -0500 Subject: [rt-users] Creating a ReferredToBy Link In-Reply-To: <4B905A29.5080307@youramigo.com> References: <4B905A29.5080307@youramigo.com> Message-ID: Not sure why it doesn't work (did you check the log), but if you have a form that works, what's the problem? A RefersTo B is the same thing as B ReferredToBy A From vegard.vesterheim at uninett.no Fri Mar 5 08:03:21 2010 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Fri, 05 Mar 2010 14:03:21 +0100 Subject: [rt-users] Per-user setting of NotifyActor Message-ID: <1s3a0eex9i.fsf@voll.uninett.no> In the "Done" section of this page http://wiki.bestpractical.com/view/WishList, it says: Per user NotifyActor option * RT-3.7 Does this mean that this setting can be configured per-user? If so, how? - Vegard V - From mmcgrath at carthage.edu Fri Mar 5 09:30:30 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Fri, 5 Mar 2010 08:30:30 -0600 Subject: [rt-users] Help with ExternalAuth attributes Message-ID: <6b011ab81003050630x7d06533cl1101bbf5ba22746a@mail.gmail.com> Hi all - I have been able to successfully use LDAP with RT 3.8.7 against our Novell eDirectory. I have a couple of lingering problems however, hopefully someone will be able to help. In our eDirectory, the EmailAddress field is not filled in for any users at all; but obviously I would like to populate the Email Address within RT. So here's my problem. The following is code from my RT_SiteConfig.pm: # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'uid', 'RealName' => 'givenName', This code tells RT which values to take from LDAP and populate into RT. So for the Name value, I'm populating it with the uid value from LDAP (for example, my uid is mmcgrath). That's fine for Name, but not for EmailAddress. Does anybody know if it's possible to append text to one of the LDAP attributes? Basically, I'm looking to append @carthage.edu after the uid to give RT an actual e-mail address. I think the RT_SiteConfig.pm is written in perl -- of which I am no expert. I have tried things like: 'EmailAddress' => 'uid'+'@carthage.edu ', 'EmailAddress' => 'uid'&&'@carthage.edu , 'EmailAddress' => 'uid'.'@carthage.edu ', and none of them have worked. They either crash RT or just continue to draw in uid and that is it. Any suggestions are appreciated! Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Mar 5 09:54:40 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 5 Mar 2010 09:54:40 -0500 Subject: [rt-users] Per-user setting of NotifyActor In-Reply-To: <1s3a0eex9i.fsf@voll.uninett.no> References: <1s3a0eex9i.fsf@voll.uninett.no> Message-ID: <20100305145440.GG96739@jibsheet.com> On Fri, Mar 05, 2010 at 02:03:21PM +0100, Vegard Vesterheim wrote: > In the "Done" section of this page > http://wiki.bestpractical.com/view/WishList, it says: > > Per user NotifyActor option > * RT-3.7 > > Does this mean that this setting can be configured per-user? If so, > how? git commits 59b5f56d348983efb5c6ec40fc1e2148d7fd004d and ea16f6817ce74d1715855fb29970fcfebf331e60 They will be in 3.8.8 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From cnbouteville at gmail.com Fri Mar 5 11:24:31 2010 From: cnbouteville at gmail.com (=?ISO-8859-1?Q?Charles=2DNo=EBl_Bouteville?=) Date: Fri, 5 Mar 2010 17:24:31 +0100 Subject: [rt-users] Rights management question Message-ID: Hi, I'm having trouble with the right management in RT. First I've installed RightsMatrix to manage Rights. (by the way, very useful to get a better view on the rights system). I have seen that we can't manage each custom field rights by Roles. The Roles Rights on CF can only be granted in Global way? So am i missing something ? Second Can i set a filter on the right Showticket? For instance, i would grant some user too see only tickets created by someone who has XXXX in his mail where XXXX is match by a Regex ? Thanks Charles -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Mar 5 11:36:22 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 5 Mar 2010 11:36:22 -0500 Subject: [rt-users] Rights management question In-Reply-To: References: Message-ID: > each custom field rights by Roles. The Roles Rights on CF can only be > granted in Global way? So am i missing something ? The fact that CFs themselves may be selectively applied to queues? > Second > ? ? Can i set a filter on the right Showticket? > For instance, i would grant some user too see only tickets created by > someone who has XXXX in his mail where XXXX is match by a Regex ? No. Seems far outside the realm of general utility and a PITA. What you could do is create a scrip that checks your conditions and adds the individual in question as (squelched) requestor/cc OnCreate. Alternatively, setup you groups and queues to match this mapping as best as possible. -- Cambridge Energy Alliance: Save money. Save the planet. From zuckercorn.barry at gmail.com Fri Mar 5 11:51:36 2010 From: zuckercorn.barry at gmail.com (Zuckercorn, Barry) Date: Fri, 5 Mar 2010 10:51:36 -0600 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? In-Reply-To: <20100305021049.GE96739@jibsheet.com> References: <20100304215115.GC96739@jibsheet.com> <20100305021049.GE96739@jibsheet.com> Message-ID: >> >> ServerName host.fqdn >> Alias /NoAuth/images/ /local/rt/rt-current/share/html/NoAuth/images/ >> Alias /NoAuth/resnet/ /local/rt/rt-current/share/html/NoAuth/resnet/ > > This rather explicitly tells apache *not* to pass the resnet pages > through RT, so I'm hardly surprised that it is failing. The only reason I tried that was because RT is not presenting /NoAuth/resnet correctly. When I remove that line and so that the only non-SSL-related directives are: ServerName host.fqdn Alias /NoAuth/images/ /local/rt/rt-current/share/html/NoAuth/images/ DocumentRoot "/local/rt/rt-current/share/html" ScriptAlias / /local/rt/rt3/bin/mason_handler.fcgi/ SetHandler default-handler It doesn't allow a request for /NoAuth/resnet/index.html to be processed at all -- I get an RT page that says the file isn't found. If I just request /NoAuth/resnet/ it generates the page but doesn't execute any of the perl needed to create the table like it does on our production system. This ( http://farm3.static.flickr.com/2769/4408373509_40b85ff521.jpg ) is a window-grab that shows a browser window of how it looks when requesting /NoAuth/resnet/ from RT to better illustrate what I'm seeing in the hopes that it shows something useful to you (or anyone else)! If you don't want to view the image I'll paste what is generated: New & Open Resnet Tickets. <%PERL> my $tickets = new RT::Tickets($user); $tickets->LimitQueue(VALUE => 'resnet'); $tickets->LimitStatus(VALUE => 'open'); $tickets->LimitStatus(VALUE => 'new'); $tickets->OrderBy(FIELD => 'id', ALIAS => 'main', ORDER => 'DESC'); % if ($tickets->Count) { %while (my $ticket = $tickets->Next) { % $restrict = 1; %my $Field1 = $ticket->CustomFieldValues(13); % while (my $Test1 = $Field1->Next()) { % $restrict = $Test1->Content; % } %if($restrict ne 'True') { % $i++; % } % } % } (and then the HTML table with <%$ticket->Id%> under ID, <%$ticket->Subject%> under Subject, etc. So it looks to me like the perl isn't being executed at all but I don't know why. This is the last blocker I have before I can deploy 3.8, I have everything else working as before except for these pages. Thank you again for taking the time to assist. From falcone at bestpractical.com Fri Mar 5 12:07:34 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 5 Mar 2010 12:07:34 -0500 Subject: [rt-users] RT 3.8 and Apache 2, NoAuth pages not parsed by RT? In-Reply-To: References: <20100304215115.GC96739@jibsheet.com> <20100305021049.GE96739@jibsheet.com> Message-ID: <20100305170734.GH96739@jibsheet.com> On Fri, Mar 05, 2010 at 10:51:36AM -0600, Zuckercorn, Barry wrote: > >> > >> ServerName host.fqdn > >> Alias /NoAuth/images/ /local/rt/rt-current/share/html/NoAuth/images/ > >> Alias /NoAuth/resnet/ /local/rt/rt-current/share/html/NoAuth/resnet/ > > > > This rather explicitly tells apache *not* to pass the resnet pages > > through RT, so I'm hardly surprised that it is failing. > > The only reason I tried that was because RT is not presenting > /NoAuth/resnet correctly. When I remove that line and so that the > only non-SSL-related directives are: > > > ServerName host.fqdn > Alias /NoAuth/images/ /local/rt/rt-current/share/html/NoAuth/images/ > DocumentRoot "/local/rt/rt-current/share/html" > ScriptAlias / /local/rt/rt3/bin/mason_handler.fcgi/ > > > SetHandler default-handler > > > It doesn't allow a request for /NoAuth/resnet/index.html to be > processed at all -- I get an RT page that says the file isn't found. I suggest you work with that error, and read your logs. Your problem is that the file is being served by apache, not RT's mason handler. -kevin > If I just request /NoAuth/resnet/ it generates the page but doesn't > execute any of the perl needed to create the table like it does on our > production system. > > This ( http://farm3.static.flickr.com/2769/4408373509_40b85ff521.jpg ) > is a window-grab that shows a browser window of how it looks when > requesting /NoAuth/resnet/ from RT to better illustrate what I'm > seeing in the hopes that it shows something useful to you (or anyone else)! > > If you don't want to view the image I'll paste what is generated: > > New & Open Resnet Tickets. > <%PERL> my $tickets = new RT::Tickets($user); > $tickets->LimitQueue(VALUE => 'resnet'); $tickets->LimitStatus(VALUE > => 'open'); $tickets->LimitStatus(VALUE => 'new'); > $tickets->OrderBy(FIELD => 'id', ALIAS => 'main', ORDER => 'DESC'); % > if ($tickets->Count) { %while (my $ticket = $tickets->Next) { % > $restrict = 1; %my $Field1 = $ticket->CustomFieldValues(13); % while > (my $Test1 = $Field1->Next()) { % $restrict = $Test1->Content; % } > %if($restrict ne 'True') { % $i++; % } % } % } > > (and then the HTML table with <%$ticket->Id%> under ID, > <%$ticket->Subject%> under Subject, etc. > > So it looks to me like the perl isn't being executed at all but I > don't know why. > > This is the last blocker I have before I can deploy 3.8, I have > everything else working as before except for these pages. Thank you > again for taking the time to assist. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From cnbouteville at gmail.com Fri Mar 5 12:18:41 2010 From: cnbouteville at gmail.com (=?ISO-8859-1?Q?Charles=2DNo=EBl_Bouteville?=) Date: Fri, 5 Mar 2010 18:18:41 +0100 Subject: [rt-users] Rights management question In-Reply-To: References: Message-ID: Le 5 mars 2010 17:36, Jerrad Pierce a ?crit : > each custom field rights by Roles. The Roles Rights on CF can only be > > granted in Global way? So am i missing something ? > The fact that CFs themselves may be selectively applied to queues? Yes but in in a queue ? For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1, CF2, CF3 and can modified only CF1. Is that Possible ? > > Second > > Can i set a filter on the right Showticket? > > For instance, i would grant some user too see only tickets created by > > someone who has XXXX in his mail where XXXX is match by a Regex ? > No. Seems far outside the realm of general utility and a PITA. > What you could do is create a scrip that checks your conditions > and adds the individual in question as (squelched) requestor/cc > OnCreate. Ok thank > Alternatively, setup you groups and queues to match this mapping > as best as possible. -- Cambridge Energy Alliance: Save money. Save the planet. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Mar 5 12:34:07 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Mar 2010 09:34:07 -0800 Subject: [rt-users] Listing of scrips Message-ID: <4B91408F.3090600@lbl.gov> To List, How do I modify the way the list of scrips is displayed? I want to remove the id number and also have the NAME listed on top with a larger font then have the condition/action under it in a smaller font? I didn't see anything in the RT_Configure.pm file that would allow this. Help, please? Kenn LBNL From ktm at rice.edu Fri Mar 5 12:43:27 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 5 Mar 2010 11:43:27 -0600 Subject: [rt-users] Listing of scrips In-Reply-To: <4B91408F.3090600@lbl.gov> References: <4B91408F.3090600@lbl.gov> Message-ID: <20100305174327.GA19562@it.is.rice.edu> I think that you will need to make local modifications to share/html/Admin/Queues/index.html and files/functions called from there. Ken On Fri, Mar 05, 2010 at 09:34:07AM -0800, Ken Crocker wrote: > To List, > > How do I modify the way the list of scrips is displayed? I want to > remove the id number and also have the NAME listed on top with a larger > font then have the condition/action under it in a smaller font? > I didn't see anything in the RT_Configure.pm file that would allow this. > Help, please? > > Kenn > LBNL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jpierce at cambridgeenergyalliance.org Fri Mar 5 12:47:51 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 5 Mar 2010 12:47:51 -0500 Subject: [rt-users] Rights management question In-Reply-To: References: Message-ID: > For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1, > CF2, CF3 and can modified only CF1. Is that Possible ? Yes, as long as you want the same rights for whatever other queues those CFs are applied to and those users can access. -- Cambridge Energy Alliance: Save money. Save the planet. From gentgeen at wikiak.org Fri Mar 5 12:55:13 2010 From: gentgeen at wikiak.org (Kevin Squire) Date: Fri, 5 Mar 2010 12:55:13 -0500 Subject: [rt-users] Perl script for RT ticket creation In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3E2CBB60BC@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB3E2CBB60BC@off-win2003-01.ausregistrygroup.local> Message-ID: <20100305125513.0c34a663@longshot.localdomain> Excuse me for grabbing this thread, but I think it is closely related... Does anyone have a script that can be run via cron that would parse a standard "RT Offline" formatted file and create new tickets? (We have a process where a user uploads a CSV file received from an outside client into a PHP webform, and the PHP converts it into a RT Offline file, and then the user can copy/paste into RT. I would like to take out the copy/paste step) On Fri, 5 Mar 2010 09:17:34 +1100 Stuart Browne wrote: > > From: badreddine meherzi > > > > I'm new on RT and I want to write a perl script that creates > > a ticket in RT, so how can I proceed, wich are the Perl modules > > that I have to install and is there an example of Perl script > > creating an RT ticket(that would helps me a lot). > > This is parts scraped from what I use: > > #!/usr/bin/perl -w > use strict; > use RT::Client::REST; > my $user = ''; > my $pass = '' > my $url = ''; > my $subject = ''; > my $text_body = ''; > > my $_RT = RT::Client::REST->new( > server => $url, > timeout => 30, > ); > if (!$_RT->login( > username => $user, > password => $pass, > )) { > die ("Couldn't perform the login process\n"); > } > > my $number = $_RT->create( > type => 'ticket', > set => { > queue => 'Incident Response', > status => 'new', > owner => 'nobody', > requestor => $user, > subject => $subject, > }, > text => $text_body, > ); > > if ($number > 0) { > print "Ticket $number created successfully\n"; > } > exit(0); > 1; > > > Stuart J. Browne > Senior Unix Administrator, Network Administrator > AusRegistry Pty Ltd > Level 8, 10 Queens Road > Melbourne. Victoria. Australia. 3004. > Ph:? +61 3 9866 3710 > Fax: +61 3 9866 1970 > Email: stuart.browne at ausregistry.com.au > Web: www.ausregistry.com.au > > The information contained in this communication is intended for the > named recipients only. It is subject to copyright and may contain > legally privileged and confidential information and if you are not an > intended recipient you must not use, copy, distribute or take any > action in reliance on it. If you have received this communication in > error, please delete all copies from your system and notify us > immediately. _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- http://www.wikiak.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 From jpierce at cambridgeenergyalliance.org Fri Mar 5 12:58:11 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 5 Mar 2010 12:58:11 -0500 Subject: [rt-users] Perl script for RT ticket creation In-Reply-To: <20100305125513.0c34a663@longshot.localdomain> References: <8CEF048B9EC83748B1517DC64EA130FB3E2CBB60BC@off-win2003-01.ausregistrygroup.local> <20100305125513.0c34a663@longshot.localdomain> Message-ID: > Does anyone have a script that can be run via cron that would parse a > standard "RT Offline" formatted file and create new tickets? > > (We have a process where a user uploads a CSV file received from an > outside client into a PHP webform, and the PHP converts it into a RT > Offline file, and then the user can copy/paste into RT. ?I would like > to take out the copy/paste step) As previously noted, the offline form is the same format as that used by the REST interface / the rt CLI... so it should be trivial to inject once you have your information in this format. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Fri Mar 5 13:06:24 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 5 Mar 2010 13:06:24 -0500 Subject: [rt-users] Perl script for RT ticket creation In-Reply-To: References: <8CEF048B9EC83748B1517DC64EA130FB3E2CBB60BC@off-win2003-01.ausregistrygroup.local> <20100305125513.0c34a663@longshot.localdomain> Message-ID: >> (We have a process where a user uploads a CSV file received from an >> outside client into a PHP webform, and the PHP converts it into a RT >> Offline file, and then the user can copy/paste into RT. ?I would like >> to take out the copy/paste step) > As previously noted, the offline form is the same format as that used > by the REST interface / the rt CLI... so it should be trivial to inject > once you have your information in this format. bin/rt help create bin/rt create -t ticket -i < FORM -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Fri Mar 5 13:12:42 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Mar 2010 10:12:42 -0800 Subject: [rt-users] Rights management question In-Reply-To: References: Message-ID: <4B91499A.5030805@lbl.gov> Charles, What I think you're missing is that even though Custom Fields are /applied/ to Queues, the privileges to See/Modify/Admin them is /granted via Groups/. That means I could apply a CF to 3 different Queues and if I didn't grant any groups any rights to see/modify/admin that CF, then no one would even see that CF, let alone modify it, even though it /has been applied/. This is a good thing. For example. I may have 3 different groups with access to a Queue where the CF is applied. I may want one group to only see the CF, not modify a value in it or modify it's name or available values (given it is a "select value" type). I may want another group to actually modify (change the "selected" value in it) it for a given ticket and have another group of a few members Admin (add/modify values available for selection) the CF. Does that make any sense? I hope I've been able to help you with this. Kenn LBNL On 3/5/2010 9:18 AM, Charles-No?l Bouteville wrote: > > Le 5 mars 2010 17:36, Jerrad Pierce > > a ?crit : > > > each custom field rights by Roles. The Roles Rights on CF can > only be > > granted in Global way? So am i missing something ? > The fact that CFs themselves may be selectively applied to queues? > > > Yes but in in a queue ? > > For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see > CF1, CF2, CF3 and can modified only CF1. Is that Possible ? > > > > Second > > Can i set a filter on the right Showticket? > > For instance, i would grant some user too see only tickets > created by > > someone who has XXXX in his mail where XXXX is match by a Regex ? > No. Seems far outside the realm of general utility and a PITA. > What you could do is create a scrip that checks your conditions > and adds the individual in question as (squelched) requestor/cc > OnCreate. > > > Ok thank > > > Alternatively, setup you groups and queues to match this mapping > as best as possible. > > > -- > Cambridge Energy Alliance: Save money. Save the planet. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 mark.farrington at gtn.uk.com Fri Mar 5 13:13:46 2010 From: mark.farrington at gtn.uk.com (mark.farrington at gtn.uk.com) Date: 5 Mar 2010 18:13:46 +0000 Subject: [rt-users] Monday 8th March Message-ID: <20100305181346.28200.qmail@mail.gtn.uk.com> I am out of the office all day 08/03/2010, and will not be receiving emails. If you have an urgent enquiry I will be available on my mobile from 12pm. Otherwise, emails will be attended to on my return. Thanks, Mark Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ From kfcrocker at lbl.gov Fri Mar 5 13:14:43 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Mar 2010 10:14:43 -0800 Subject: [rt-users] Listing of scrips In-Reply-To: <20100305174327.GA19562@it.is.rice.edu> References: <4B91408F.3090600@lbl.gov> <20100305174327.GA19562@it.is.rice.edu> Message-ID: <4B914A13.2010008@lbl.gov> Kenneth, Great! Thanks. I'll take a look. Kenn LBNL On 3/5/2010 9:43 AM, Kenneth Marshall wrote: > I think that you will need to make local modifications to > share/html/Admin/Queues/index.html and files/functions > called from there. > > Ken > > On Fri, Mar 05, 2010 at 09:34:07AM -0800, Ken Crocker wrote: > >> To List, >> >> How do I modify the way the list of scrips is displayed? I want to >> remove the id number and also have the NAME listed on top with a larger >> font then have the condition/action under it in a smaller font? >> I didn't see anything in the RT_Configure.pm file that would allow this. >> Help, please? >> >> Kenn >> LBNL >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 Fri Mar 5 16:02:10 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Mar 2010 13:02:10 -0800 Subject: [rt-users] Listing of scrips In-Reply-To: <20100305174327.GA19562@it.is.rice.edu> References: <4B91408F.3090600@lbl.gov> <20100305174327.GA19562@it.is.rice.edu> Message-ID: <4B917152.5010707@lbl.gov> Kenneth, That did it. It was /share/html/Admin/Elements/ListGlobalScrips. I made a local copy and modified it. Works great. Thanks! Kenn LBNL On 3/5/2010 9:43 AM, Kenneth Marshall wrote: > I think that you will need to make local modifications to > share/html/Admin/Queues/index.html and files/functions > called from there. > > Ken > > On Fri, Mar 05, 2010 at 09:34:07AM -0800, Ken Crocker wrote: > >> To List, >> >> How do I modify the way the list of scrips is displayed? I want to >> remove the id number and also have the NAME listed on top with a larger >> font then have the condition/action under it in a smaller font? >> I didn't see anything in the RT_Configure.pm file that would allow this. >> Help, please? >> >> Kenn >> LBNL >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 Fri Mar 5 16:05:27 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Mar 2010 13:05:27 -0800 Subject: [rt-users] Question on Reminders Message-ID: <4B917217.3070205@lbl.gov> To list, In 3.6 reminders didn't pass along with the ticket when moved to another queue. They also did not go away when the ticket (owning the reminder) was resolved. My question is, were either of these situations resolved with 3.8? I didn't see anything in the list. Thanks. Kenn LBNL From elacour at easter-eggs.com Sat Mar 6 02:38:00 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 6 Mar 2010 08:38:00 +0100 Subject: [rt-users] Question on Reminders In-Reply-To: <4B917217.3070205@lbl.gov> References: <4B917217.3070205@lbl.gov> Message-ID: <20100306073800.GD8421@easter-eggs.com> On Fri, Mar 05, 2010 at 01:05:27PM -0800, Ken Crocker wrote: > To list, > > In 3.6 reminders didn't pass along with the ticket when moved to another > queue. They also did not go away when the ticket (owning the reminder) > was resolved. My question is, were either of these situations resolved > with 3.8? I didn't see anything in the list. Thanks. > Yes it was resolved with commit 605161548e455107b3c60ed8d2134b772fd04568. From mark.farrington at gtn.uk.com Sat Mar 6 12:00:16 2010 From: mark.farrington at gtn.uk.com (mark.farrington at gtn.uk.com) Date: 6 Mar 2010 17:00:16 +0000 Subject: [rt-users] Monday 8th March Message-ID: <20100306170016.30986.qmail@mail.gtn.uk.com> I am out of the office all day 08/03/2010, and will not be receiving emails. If you have an urgent enquiry I will be available on my mobile from 12pm. Otherwise, emails will be attended to on my return. Thanks, Mark Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ From mark.farrington at gtn.uk.com Sun Mar 7 12:00:22 2010 From: mark.farrington at gtn.uk.com (mark.farrington at gtn.uk.com) Date: 7 Mar 2010 17:00:22 +0000 Subject: [rt-users] Monday 8th March Message-ID: <20100307170022.20784.qmail@mail.gtn.uk.com> I am out of the office all day 08/03/2010, and will not be receiving emails. If you have an urgent enquiry I will be available on my mobile from 12pm. Otherwise, emails will be attended to on my return. Thanks, Mark Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ From prabhat at india.tejasnetworks.com Sun Mar 7 12:20:39 2010 From: prabhat at india.tejasnetworks.com (Prabhat Chandra) Date: Sun, 7 Mar 2010 22:50:39 +0530 Subject: [rt-users] How to freeze work time count in RT for a newly created status Message-ID: <4B93E067.6060603@india.tejasnetworks.com> Dear lists I have created a new status in RT and wants to not count work time when status changed to this. Please suggest if any way is their to achieve this. Regards Prabhat From hazzard43 at fastmail.fm Sun Mar 7 19:12:30 2010 From: hazzard43 at fastmail.fm (lh) Date: Mon, 08 Mar 2010 11:12:30 +1100 Subject: [rt-users] use email sender's default queue on ticket create Message-ID: <4B9440EE.4090800@fastmail.fm> Hello, I'm running RT 3.8.7 and would like to be able to set a ticket's queue on create to be the default queue of the user creating the ticket, where they are creating by email (i.e. From: is their RT email) and have a default queue set. In my case I can't set per-queue email addresses, and so all emails flow through to a single correspond email address and into the system default queue. It's becoming a chore changing the queue on new email tickets from the default queue to the user's queue :) I expect I need to use a scrip to do this, and have looked through the contributions on the wiki and can find a few examples that are close. Before I start to write my first custom scrip action, I thought I'd ask if anyone else has done this? Or am I missing something else that will achieve the desired result? I thought the default queue as set on a user might have made this happen automatically, but it seems like that's not the case. Thanks, lh. From praveen.velu at hotmail.com Mon Mar 8 05:22:43 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Mon, 8 Mar 2010 15:52:43 +0530 Subject: [rt-users] RT external auth does not working Message-ID: Hi I installed RT 3.8 in debian lenny server. Installed plug-in "RT-Authen-ExternalAuth-0.08" but could not contact to my LDAP. Ldap configuration in RT_SiteConfig.pm is like this. LDAP server ad RT are installed in same machine Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, ['My_LDAP']); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'localhost', 'base' => 'ou=People,dc=example,dc=com', 'filter' => '(objectClass=*)', 'attr_match_list' => ['Name', 'EmailAddress'], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', } } } ); When I checked my apache error log, I am got authentication error like this [error]: FAILED LOGIN for pravin from 10.74.99.20 (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:424) Hope RT should use ExternalAuth.pm for authentication. It looks like RT doesnt use External Auth plugin. I changed LDAP debug level to 256. But I cannot find any request coming to my ldap server Thanks for any support -Praveen- _________________________________________________________________ Fight for the top Test spot http://sports.in.msn.com/cricket/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Mon Mar 8 07:35:47 2010 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 08 Mar 2010 12:35:47 +0000 Subject: [rt-users] RT external auth does not working In-Reply-To: References: Message-ID: <4B94EF23.7080608@jennic.com> Praveen C wrote: > Hi > > I installed RT 3.8 in debian lenny server. Installed plug-in > "RT-Authen-ExternalAuth-0.08" but could not contact to my LDAP. Ldap > configuration in RT_SiteConfig.pm is like this. LDAP server ad RT are > installed in same machine > > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, ['My_LDAP']); > Set($AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => 'localhost', > 'base' => 'ou=People,dc=example,dc=com', > 'filter' => '(objectClass=*)', > > 'attr_match_list' => ['Name', > 'EmailAddress'], > > 'attr_map' => { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos', > } > } > } > ); You have removed 'auth' => 1, 'info' => 1, You have no d_filter. Go back to the example config and read it thoroughly. -- 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 d.glover1 at physics.ox.ac.uk Mon Mar 8 05:29:57 2010 From: d.glover1 at physics.ox.ac.uk (David X. Glover) Date: Mon, 8 Mar 2010 10:29:57 +0000 Subject: [rt-users] "More about" box loads very slowly Message-ID: <076698E3-0B1C-42B0-98B8-072B8B771C2E@physics.ox.ac.uk> We're running RT 3.6.5* on MySQL 5.0.51a, and the "More about " box on the ticket display page takes several seconds to load. I've seen other people with this problem on the list, but never a solution. Does anyone have any ideas about what this specific box is doing and why it's so slow? Cheers. *Yes, we acknowledge that it's out of date and we do have plans to upgrade, just not immediately. -- David X. Glover Department of Physics University of Oxford http://www.physics.ox.ac.uk/ From ruslan.zakirov at gmail.com Mon Mar 8 07:46:48 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 8 Mar 2010 15:46:48 +0300 Subject: [rt-users] "More about" box loads very slowly In-Reply-To: <076698E3-0B1C-42B0-98B8-072B8B771C2E@physics.ox.ac.uk> References: <076698E3-0B1C-42B0-98B8-072B8B771C2E@physics.ox.ac.uk> Message-ID: <589c94401003080446t3404eb51l6258c9374bcbbd2@mail.gmail.com> Hello, It usually means missing key on CachedGroupMembers table, you need an index on (MemberId, GroupId) columns. Order of columns is important. On Mon, Mar 8, 2010 at 1:29 PM, David X. Glover wrote: > We're running RT 3.6.5* on MySQL 5.0.51a, and the "More about " box on the ticket display page takes several seconds to load. > > I've seen other people with this problem on the list, but never a solution. > > Does anyone have any ideas about what this specific box is doing and why it's so slow? > > Cheers. > > *Yes, we acknowledge that it's out of date and we do have plans to upgrade, just not immediately. > -- > David X. Glover > Department of Physics > University of Oxford > http://www.physics.ox.ac.uk/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From d.glover1 at physics.ox.ac.uk Mon Mar 8 07:55:32 2010 From: d.glover1 at physics.ox.ac.uk (David X. Glover) Date: Mon, 8 Mar 2010 12:55:32 +0000 Subject: [rt-users] "More about" box loads very slowly In-Reply-To: <076698E3-0B1C-42B0-98B8-072B8B771C2E@physics.ox.ac.uk> References: <076698E3-0B1C-42B0-98B8-072B8B771C2E@physics.ox.ac.uk> Message-ID: <054CDEB5-1C33-4716-8DE0-C82BFE34B02F@physics.ox.ac.uk> On 8 Mar 2010, at 10:29, David X. Glover wrote: > We're running RT 3.6.5* on MySQL 5.0.51a, and the "More about " box on the ticket display page takes several seconds to load. > > I've seen other people with this problem on the list, but never a solution. > > Does anyone have any ideas about what this specific box is doing and why it's so slow? Extra info: This is the SQL query causing the problem: SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.id = '7611') AND (main.Status != 'deleted') AND ( ( CachedGroupMembers_2.id IS NOT NULL ) AND ( main.Status = 'open' OR main.Status = 'new' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Priority DESC LIMIT 10; And some more diagnostic information: (Caution, wide lines ahead.) mysql> EXPLAIN SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.id = '7611') AND (main.Status != 'deleted') AND ( ( CachedGroupMembers_2.id IS NOT NULL ) AND ( main.Status = 'open' OR main.Status = 'new' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Priority DESC LIMIT 10; Current database: rt +----+-------------+----------------------+--------+------------------------------------+---------+---------+----------------------+-------+-----------------------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+------------------------------------+---------+---------+----------------------+-------+-----------------------------------------------------------+ | 1 | SIMPLE | Users_3 | ref | Users3 | Users3 | 5 | const | 2 | Using where; Using index; Using temporary; Using filesort | | 1 | SIMPLE | Groups_1 | ALL | NULL | NULL | NULL | NULL | 7109 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ALL | PRIMARY | NULL | NULL | NULL | 16484 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets3,Tickets4,Tickets5 | PRIMARY | 4 | rt.Groups_1.Instance | 1 | Using where | +----+-------------+----------------------+--------+------------------------------------+---------+---------+----------------------+-------+-----------------------------------------------------------+ mysql> SHOW INDEX FROM Users; +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ | Users | 1 | Users2 | 1 | Name | A | 512 | NULL | NULL | | BTREE | | | Users | 1 | Users3 | 1 | id | A | 512 | NULL | NULL | YES | BTREE | | | Users | 1 | Users3 | 2 | EmailAddress | A | 512 | NULL | NULL | YES | BTREE | | | Users | 1 | Users4 | 1 | EmailAddress | A | 512 | NULL | NULL | YES | BTREE | | +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ mysql> SHOW INDEX FROM CachedGroupMembers; +--------------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +--------------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ | CachedGroupMembers | 0 | PRIMARY | 1 | id | A | 16498 | NULL | NULL | | BTREE | | +--------------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ Ruslan Zakirov sent me an email that said: On 8 Mar 2010, at 12:46, Ruslan Zakirov wrote: > It usually means missing key on CachedGroupMembers table, you need an > index on (MemberId, GroupId) columns. Order of columns is important. If that's true, what do I need to do? Thanks. -- David X. Glover Department of Physics University of Oxford http://www.physics.ox.ac.uk/ From ruslan.zakirov at gmail.com Mon Mar 8 08:32:21 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 8 Mar 2010 16:32:21 +0300 Subject: [rt-users] "More about" box loads very slowly In-Reply-To: <054CDEB5-1C33-4716-8DE0-C82BFE34B02F@physics.ox.ac.uk> References: <076698E3-0B1C-42B0-98B8-072B8B771C2E@physics.ox.ac.uk> <054CDEB5-1C33-4716-8DE0-C82BFE34B02F@physics.ox.ac.uk> Message-ID: <589c94401003080532v20f15b76j53a1ffbf1ed20d84@mail.gmail.com> Hello, David. On Mon, Mar 8, 2010 at 3:55 PM, David X. Glover wrote: > On 8 Mar 2010, at 10:29, David X. Glover wrote: [snip] > mysql> SHOW INDEX FROM Users; > +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ > | Table | Non_unique | Key_name | Seq_in_index | Column_name ?| Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | > +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ > | Users | ? ? ? ? ?1 | Users2 ? | ? ? ? ? ? ?1 | Name ? ? ? ? | A ? ? ? ? | ? ? ? ? 512 | ? ? NULL | NULL ? | ? ? ?| BTREE ? ? ?| ? ? ? ? | > | Users | ? ? ? ? ?1 | Users3 ? | ? ? ? ? ? ?1 | id ? ? ? ? ? | A ? ? ? ? | ? ? ? ? 512 | ? ? NULL | NULL ? | YES ?| BTREE ? ? ?| ? ? ? ? | > | Users | ? ? ? ? ?1 | Users3 ? | ? ? ? ? ? ?2 | EmailAddress | A ? ? ? ? | ? ? ? ? 512 | ? ? NULL | NULL ? | YES ?| BTREE ? ? ?| ? ? ? ? | > | Users | ? ? ? ? ?1 | Users4 ? | ? ? ? ? ? ?1 | EmailAddress | A ? ? ? ? | ? ? ? ? 512 | ? ? NULL | NULL ? | YES ?| BTREE ? ? ?| ? ? ? ? | > +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ Create primary key on Users(id). Drop index Users3. As an option make keys Users2 and Users4 unique. > mysql> SHOW INDEX FROM CachedGroupMembers; > +--------------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ > | Table ? ? ? ? ? ? ?| Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | > +--------------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ > | CachedGroupMembers | ? ? ? ? ?0 | PRIMARY ?| ? ? ? ? ? ?1 | id ? ? ? ? ?| A ? ? ? ? | ? ? ? 16498 | ? ? NULL | NULL ? | ? ? ?| BTREE ? ? ?| ? ? ? ? | > +--------------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ Create index on CachedGroupMembers(MemberId, GroupId, Disabled) and reversed one CachedGroupMembers(GroupId, MemberId, Disabled). Instructions on dropping indexes and creating new you can find in mysql's documentation. -- Best regards, Ruslan. From dominic.hargreaves at oucs.ox.ac.uk Mon Mar 8 08:35:02 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Mon, 8 Mar 2010 13:35:02 +0000 Subject: [rt-users] "More about" box loads very slowly In-Reply-To: <589c94401003080532v20f15b76j53a1ffbf1ed20d84@mail.gmail.com> References: <076698E3-0B1C-42B0-98B8-072B8B771C2E@physics.ox.ac.uk> <054CDEB5-1C33-4716-8DE0-C82BFE34B02F@physics.ox.ac.uk> <589c94401003080532v20f15b76j53a1ffbf1ed20d84@mail.gmail.com> Message-ID: <20100308133502.GC3839@gunboat-diplomat.oucs.ox.ac.uk> On Mon, Mar 08, 2010 at 04:32:21PM +0300, Ruslan Zakirov wrote: > Create primary key on Users(id). Drop index Users3. As an option make > keys Users2 and Users4 unique. > Create index on CachedGroupMembers(MemberId, GroupId, Disabled) and > reversed one CachedGroupMembers(GroupId, MemberId, Disabled). It might be useful to add this information to the wiki here: http://wiki.bestpractical.com/view/DatabaseIndexes Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From cnbouteville at gmail.com Mon Mar 8 08:52:33 2010 From: cnbouteville at gmail.com (=?ISO-8859-1?Q?Charles=2DNo=EBl_Bouteville?=) Date: Mon, 8 Mar 2010 14:52:33 +0100 Subject: [rt-users] Rights management question In-Reply-To: References: Message-ID: Le 5 mars 2010 18:47, Jerrad Pierce a ?crit : > > For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see > CF1, > > CF2, CF3 and can modified only CF1. Is that Possible ? > Yes, as long as you want the same rights for whatever other queues > those CFs are applied to and those users can access. > Ok So Roles Rights on CF can only be set in global. that mean in "Queue right -> Cc" SeeCF -> user can see all applied CF ModCF -> user can modified all seen CF And there is no right management for the Role similar to groups that let me select rights on each CF > > -- > Cambridge Energy Alliance: Save money. Save the planet. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cnbouteville at gmail.com Mon Mar 8 09:08:51 2010 From: cnbouteville at gmail.com (=?ISO-8859-1?Q?Charles=2DNo=EBl_Bouteville?=) Date: Mon, 8 Mar 2010 15:08:51 +0100 Subject: [rt-users] Rights management question In-Reply-To: <4B91499A.5030805@lbl.gov> References: <4B91499A.5030805@lbl.gov> Message-ID: Yes thanks, CF rights start to make sence now ... Le 5 mars 2010 19:12, Ken Crocker a ?crit : > Charles, > > What I think you're missing is that even though Custom Fields are *applied > * to Queues, the privileges to See/Modify/Admin them is *granted via > Groups*. That means I could apply a CF to 3 different Queues and if I > didn't grant any groups any rights to see/modify/admin that CF, then no one > would even see that CF, let alone modify it, even though it *has been > applied*. > This is a good thing. For example. I may have 3 different groups with > access to a Queue where the CF is applied. I may want one group to only see > the CF, not modify a value in it or modify it's name or available values > (given it is a "select value" type). I may want another group to actually > modify (change the "selected" value in it) it for a given ticket and have > another group of a few members Admin (add/modify values available for > selection) the CF. > Does that make any sense? I hope I've been able to help you with this. > > Kenn > LBNL > > > On 3/5/2010 9:18 AM, Charles-No?l Bouteville wrote: > > > Le 5 mars 2010 17:36, Jerrad Pierce a ?crit : > > > each custom field rights by Roles. The Roles Rights on CF can only be >> > granted in Global way? So am i missing something ? >> The fact that CFs themselves may be selectively applied to queues? > > > Yes but in in a queue ? > > For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1, > CF2, CF3 and can modified only CF1. Is that Possible ? > > >> > Second >> > Can i set a filter on the right Showticket? >> > For instance, i would grant some user too see only tickets created by >> > someone who has XXXX in his mail where XXXX is match by a Regex ? >> No. Seems far outside the realm of general utility and a PITA. >> What you could do is create a scrip that checks your conditions >> and adds the individual in question as (squelched) requestor/cc >> OnCreate. > > > Ok thank > > >> Alternatively, setup you groups and queues to match this mapping >> as best as possible. > > > -- > Cambridge Energy Alliance: Save money. Save the planet. > > > ------------------------------ > > _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 bouncyinc at gmail.com Mon Mar 8 09:36:13 2010 From: bouncyinc at gmail.com (John Haggerty) Date: Mon, 8 Mar 2010 16:36:13 +0200 Subject: [rt-users] slightly unusual question regarding mail spools Message-ID: So I am on my second incarnation of rt being setup on an ubuntu box and now I seem to have an interesting issue. 9.10 with some updates using a manual force command to get the tracker working gets this issue /etc/aliases has rt: "|/usr/bin/rt-mailgate --queue 'General' --action correspond --url http://localhost/" I used cat /var/spool/mail/rt | /usr/bin/rt-mailgate --queue General --action correspond --url http://localhost/rt/ now this is on a system where just for fun I gave it maximum rights for everyone and everything (not connected to the internet of course) and not only did only the first ticket get processed but the ticket was just left there so the first email int he user for the rt instance just got processed again and again and again IIRC this is not the behavior of the system when piped manually maybe 6 months ago However when I manually delete the one message it will go onto the next again only that one message at the "top" of the spool. Also when trying to invoke this command even from root it gets a 403 forbidden only on the user "rt". Thanks in advance for the guidance :) -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Mar 8 12:05:41 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Mar 2010 09:05:41 -0800 Subject: [rt-users] Question on Reminders In-Reply-To: <20100306073800.GD8421@easter-eggs.com> References: <4B917217.3070205@lbl.gov> <20100306073800.GD8421@easter-eggs.com> Message-ID: <4B952E65.3010403@lbl.gov> Emmanuel, Thanks. Kenn. On 3/5/2010 11:38 PM, Emmanuel Lacour wrote: > On Fri, Mar 05, 2010 at 01:05:27PM -0800, Ken Crocker wrote: > >> To list, >> >> In 3.6 reminders didn't pass along with the ticket when moved to another >> queue. They also did not go away when the ticket (owning the reminder) >> was resolved. My question is, were either of these situations resolved >> with 3.8? I didn't see anything in the list. Thanks. >> >> > > Yes it was resolved with commit > 605161548e455107b3c60ed8d2134b772fd04568. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 Mar 8 12:47:46 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Mar 2010 09:47:46 -0800 Subject: [rt-users] Rt RightsMatrix Message-ID: <4B953842.1000404@lbl.gov> To list, In order to get Rights Matrix to work in RT, do I need to put "RT::RightsMatrix" into the plugins list after installation? Thanks. Kenn LBNL From garfield at palantir.net Mon Mar 8 13:13:16 2010 From: garfield at palantir.net (Larry Garfield) Date: Mon, 08 Mar 2010 12:13:16 -0600 Subject: [rt-users] Infinite login cycle Message-ID: <4B953E3C.7060200@palantir.net> Greetings. Starting earlier today, we started experiencing the same issue as described in this message: http://lists.bestpractical.com/pipermail/rt-users/2010-February/063573.html We are able to log in successfully, but after doing so the next link we click goes back to a login page. However, unlike that message we have not recently upgraded. We are running RT 3.8.5 and have been doing so since we first installed RT. I'm not sure then what would have triggered this issue. One of the replies to that email suggested removing local/html/autohandler. I do not fully understand what that means, but there is no such file present. And since there was no update I'm not quite sure how it could have changed. Anyone have another suggestion? :-) -- Larry Garfield Senior Architect Palantir.net 2211 N. Elston Avenue, Suite 202 Chicago IL 60614 p 773.645.4100 ext. 301 f 773.645.4105 e garfield at palantir.net From smithj4 at bnl.gov Mon Mar 8 14:29:01 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Mon, 08 Mar 2010 14:29:01 -0500 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <1267578774.7662.19.camel@jazbo.dyndns.org> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> <1267574029.8463.44.camel@smith.racf.bnl.gov> <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> <1267578774.7662.19.camel@jazbo.dyndns.org> Message-ID: <1268076541.23380.15.camel@smith.racf.bnl.gov> On Tue, 2010-03-02 at 20:12 -0500, Jason A. Smith wrote: > > It's possible, but is more complicated. Can you describe why moving > > ticket between queues doesn't work for you? > > The ticket would end up in the correct queue, but it generates some > unnecessary email in the process when the admin watchers of the original > queue are notified about the new ticket in their queue when it is > created, when in fact it isn't meant for them, unless this can be > suppressed when the needed queue move is detected. Will a false return > from the custom action prep code prevent this? I guess I need to refer > to my RT Essentials book again, tomorrow morning since it is in my > office. > > Also, the default queue change template is just a basic change > notification, so it doesn't contain the original problem description. I > suppose with some extra logic, the original problem description could be > added to some (or maybe all) of the queue change notification emails. I updated our queue change template to include the original content from the ticket creation transaction, that part wasn't too difficult. I even got the create scrip to look at the message and identify what I need, but I am having trouble duplicating what the built-in scrip does when it executes the Notify AdminCc action. I am trying to get the scrip to not notify anyone when the ticket is automatically moved to a different queue, which is easy, but if the ticket is not moved, it should notify the AdminCcs, just like normal. What code in a Scrip will duplicate that default notify action? ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From garfield at palantir.net Mon Mar 8 16:10:00 2010 From: garfield at palantir.net (Larry Garfield) Date: Mon, 08 Mar 2010 15:10:00 -0600 Subject: [rt-users] Infinite login cycle In-Reply-To: <000001cabef4$a2b1f630$e815e290$@bc.ca> References: <4B953E3C.7060200@palantir.net> <000001cabef4$a2b1f630$e815e290$@bc.ca> Message-ID: <4B9567A8.70504@palantir.net> As far as I know, both. It's a hosted system but we've made no changes to it recently and the web host has not told us they've made any. Kevin W. Gagel wrote: > Larry, > > When you say there were no upgrades are you referring to RT only or the > whole machine? > >>From Kevin W. Gagel > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Larry > Garfield > Sent: March-08-10 10:13 AM > To: rt Users > Subject: [rt-users] Infinite login cycle > > Greetings. > > Starting earlier today, we started experiencing the same issue as > described in this message: > > http://lists.bestpractical.com/pipermail/rt-users/2010-February/063573.html > > We are able to log in successfully, but after doing so the next link we > click goes back to a login page. > > However, unlike that message we have not recently upgraded. We are > running RT 3.8.5 and have been doing so since we first installed RT. > I'm not sure then what would have triggered this issue. > > One of the replies to that email suggested removing > local/html/autohandler. I do not fully understand what that means, but > there is no such file present. And since there was no update I'm not > quite sure how it could have changed. > > Anyone have another suggestion? :-) > -- Larry Garfield Senior Architect Palantir.net 2211 N. Elston Avenue, Suite 202 Chicago IL 60614 p 773.645.4100 ext. 301 f 773.645.4105 e garfield at palantir.net From torsten.brumm at googlemail.com Mon Mar 8 16:20:22 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 8 Mar 2010 22:20:22 +0100 Subject: [rt-users] Rt RightsMatrix In-Reply-To: <4B953842.1000404@lbl.gov> References: <4B953842.1000404@lbl.gov> Message-ID: Hi Ken, i don't think so, rtx::Rightsmatrix is a little outdate and does not support the new plugin structure of rt, you can install it the old way... torsten 2010/3/8 Ken Crocker > To list, > > In order to get Rights Matrix to work in RT, do I need to put > "RT::RightsMatrix" into the plugins list after installation? > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From garfield at palantir.net Mon Mar 8 16:24:17 2010 From: garfield at palantir.net (Larry Garfield) Date: Mon, 08 Mar 2010 15:24:17 -0600 Subject: [rt-users] Infinite login cycle In-Reply-To: <4B94FD17.4EF5.001E.0@NorMed.ca> References: <4B953E3C.7060200@palantir.net> <4B94FD17.4EF5.001E.0@NorMed.ca> Message-ID: <4B956B01.5040809@palantir.net> As far as I know no one has changed any passwords. Mike Johnson wrote: > Hmm, > > This has caused flashbacks of something when I first inherited the RT system at our institution.... > > I can't remember where it was, but the problem I had was a password that was used somewhere in the RT system... got changed... and it was causing this login request on each click... > > I'm trying to remember more, of where it was, and how I fixed it, but I can't seem to remember... if I do remember anything more, I'll let you know. > > > Perhaps this might spark something enough to get your rolling though.... has anyone changed any RT related passwords? > > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON P7B 5E1 > Phone: (807) 766-7331 > Email: mike.johnson at normed.ca > Technology assistance: email nosmhelpdesk at normed.ca > Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: > Off campus toll free 1 (800) 461-8777, option 8, or locally either > (705) 662-7120 or (807) 766-7500 > > >>>> Larry Garfield 3/8/2010 1:13 PM >>> > Greetings. > > Starting earlier today, we started experiencing the same issue as > described in this message: > > http://lists.bestpractical.com/pipermail/rt-users/2010-February/063573.html > > We are able to log in successfully, but after doing so the next link we > click goes back to a login page. > > However, unlike that message we have not recently upgraded. We are > running RT 3.8.5 and have been doing so since we first installed RT. > I'm not sure then what would have triggered this issue. > > One of the replies to that email suggested removing > local/html/autohandler. I do not fully understand what that means, but > there is no such file present. And since there was no update I'm not > quite sure how it could have changed. > > Anyone have another suggestion? :-) > -- Larry Garfield Senior Architect Palantir.net 2211 N. Elston Avenue, Suite 202 Chicago IL 60614 p 773.645.4100 ext. 301 f 773.645.4105 e garfield at palantir.net From drasar at ics.muni.cz Mon Mar 8 18:29:47 2010 From: drasar at ics.muni.cz (Martin Drasar) Date: Tue, 09 Mar 2010 00:29:47 +0100 Subject: [rt-users] logging from scrips Message-ID: <4B95886B.60805@ics.muni.cz> Hi everyone, the issue from subject was discussed several times, but sadly I have not been able to find a solution that is working for me. I have a scrip that should launch after new ticket is created. Condition: On Create Action: User defined Template: My own defined template Stage: Transaction create Inside the user condition I have this piece of code: $RT::Logger->info("Entering the scrip I have written"); $RT::Logger->info($self->TicketObj->Status); $RT::Logger->info("Leaving the script I have written"); return 1; I would expect this code to write three messages into log and send the message using given template (the template has everything hardcoded, so it should be ok). However no mail gets sent and nothing is in log. This scrip should be running because in rt.log I can see: [debug]: Found 1 scrips (/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365) which is changed to 0 when I disable the scrip. I have enabled the $DevelMode, and set $LogToFile to 'debug' (I have even tried to set $LogToSyslog to 'debug'), restarted the server, but nothing happened. There is nothing in rt.log, syslog, apache error.log, nowhere. Could you please help me finding where the problem can be? Best regards Martin From mmcgrath at carthage.edu Mon Mar 8 19:37:29 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 8 Mar 2010 18:37:29 -0600 Subject: [rt-users] Edit the login page Message-ID: <6b011ab81003081637l601f2fb3m20519263fba04a8e@mail.gmail.com> Hi All - Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the login page to be able to tell users to login with their Novell username and password. I also would like to put a link to the Novell password changer on the login screen. Does anybody know where in the file system the login page is? I can't seem to find it. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From praveen.velu at hotmail.com Tue Mar 9 00:04:44 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Tue, 9 Mar 2010 10:34:44 +0530 Subject: [rt-users] RT external auth does not working In-Reply-To: <4B94EF23.7080608@jennic.com> References: , <4B94EF23.7080608@jennic.com> Message-ID: > You have removed > > 'auth' => 1, > 'info' => 1, > > > You have no d_filter. > > Go back to the example config and read it thoroughly. Thanks for you quick reply. Let me try this _________________________________________________________________ What does Budget 2010 mean for you? Catch all the latest news, updates and analysis on MSN Budget Special http://news.in.msn.com/moneyspecial/budget2010 -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Tue Mar 9 03:23:31 2010 From: drasar at ics.muni.cz (Martin Drasar) Date: Tue, 09 Mar 2010 09:23:31 +0100 Subject: [rt-users] woooo Message-ID: <4B960583.6010305@ics.muni.cz> ooooooooooow From drasar at ics.muni.cz Tue Mar 9 03:26:00 2010 From: drasar at ics.muni.cz (Martin Drasar) Date: Tue, 09 Mar 2010 09:26:00 +0100 Subject: [rt-users] woooo In-Reply-To: <4B960583.6010305@ics.muni.cz> References: <4B960583.6010305@ics.muni.cz> Message-ID: <4B960618.3030002@ics.muni.cz> I apologize for a spam... This was supposed to go to my own RT :-) From drasar at ics.muni.cz Tue Mar 9 04:56:09 2010 From: drasar at ics.muni.cz (Martin Drasar) Date: Tue, 09 Mar 2010 10:56:09 +0100 Subject: [rt-users] logging from scrips In-Reply-To: <4B95886B.60805@ics.muni.cz> References: <4B95886B.60805@ics.muni.cz> Message-ID: <4B961B39.9080609@ics.muni.cz> Dne 9.3.2010 0:29, Martin Drasar napsal(a): > Hi everyone, > the issue from subject was discussed several times, but sadly I have not > been able to find a solution that is working for me. > > I have a scrip that should launch after new ticket is created. > > Condition: On Create > Action: User defined > Template: My own defined template > Stage: Transaction create > > Inside the user condition I have this piece of code: > > $RT::Logger->info("Entering the scrip I have written"); > $RT::Logger->info($self->TicketObj->Status); > $RT::Logger->info("Leaving the script I have written"); > return 1; > > I would expect this code to write three messages into log and send the > message using given template (the template has everything hardcoded, so > it should be ok). However no mail gets sent and nothing is in log. > > This scrip should be running because in rt.log I can see: > > [debug]: Found 1 scrips > (/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365) > > which is changed to 0 when I disable the scrip. > > I have enabled the $DevelMode, and set $LogToFile to 'debug' (I have > even tried to set $LogToSyslog to 'debug'), restarted the server, but > nothing happened. There is nothing in rt.log, syslog, apache error.log, > nowhere. > > Could you please help me finding where the problem can be? Well it seems that the condition was to blame. Being set to 'On Create' my user condition have not been evaluated. I have changed it to 'User defined' and everything works as it should, including the logging. From jtollerton at zoominternet.net Tue Mar 9 09:07:58 2010 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Tue, 09 Mar 2010 09:07:58 -0500 Subject: [rt-users] Force certain outgoing email attachments to be treated as binary Message-ID: <4B96563E.9020905@zoominternet.net> I've tried to ask something like this before, but I'm sure that I didn't define the problem well. I'd like to force attachments that are currently being handled as plain text to be treated as binary files. I essentially have to send x509 ssl certificates as files with a .txt extension. Since they really are text files, they're currently being treated as such, which means that some email clients feel free to display the content inline rather than as an attachment, as well as potentially changing the line endings and such. Is there any practical way to force these to be treated as binary files, even if it means forcing all text files that go out through RT to be treated as binary files, or forcing all plain text files on the entire server to be treated this way? Thanks, -Jon From kfcrocker at lbl.gov Tue Mar 9 10:24:26 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 09 Mar 2010 07:24:26 -0800 Subject: [rt-users] Rt RightsMatrix In-Reply-To: References: <4B953842.1000404@lbl.gov> Message-ID: <4B96682A.9050300@lbl.gov> Torsten, Thanks. Although I found out that putting it in doesn't bother it either. I took it out. Kenn LBNL On 3/8/2010 1:20 PM, Torsten Brumm wrote: > Hi Ken, > i don't think so, rtx::Rightsmatrix is a little outdate and does not > support the new plugin structure of rt, you can install it the old way... > > torsten > > 2010/3/8 Ken Crocker > > > To list, > > In order to get Rights Matrix to work in RT, do I need to put > "RT::RightsMatrix" into the plugins list after installation? > > 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 > > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me > http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Tue Mar 9 10:32:15 2010 From: howie at thingy.com (Howard Jones) Date: Tue, 09 Mar 2010 15:32:15 +0000 Subject: [rt-users] rt-shredder Users plugin deletes tickets? Message-ID: <4B9669FF.3010003@thingy.com> I've just upgraded to RT 3.8.7 from 3.6.5, and I'm catching up on my shredding. Over the weekend I shredded 20000 or so deleted tickets (spam mainly), and today I went to start on the users. This has never really worked well before, so we have about 60k users, and at most 1000 of them are active. So I created a user called placeholder, made them privileged and made sure they are the requestor on a long-running ticket. Then... ./rt-shredder --plugin 'Users=status,enabled;replace_relations,placeholder;no_tickets,true;member_of,unprivileged;limit,100' {snipped output} [Tue Mar 9 15:20:39 2010] [info]: RT::Transaction-2992615 wiped out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) --> [Tue Mar 9 15:20:39 2010] [info]: RT::Ticket-348651 wiped out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193272 wiped out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Mar 9 15:20:41 2010] [info]: RT::GroupMember-1394521 wiped out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193271 wiped out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Mar 9 15:20:41 2010] [info]: RT::Transaction-3007389 wiped out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Mar 9 15:20:41 2010] [info]: RT::Group-1857870 wiped out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) Why does the Users plugin delete tickets? Surely it should only be deleting users that have no tickets (no_tickets, true)? Thanks for any illumination... Howie From smithj4 at bnl.gov Tue Mar 9 11:03:10 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 09 Mar 2010 11:03:10 -0500 Subject: [rt-users] logging from scrips In-Reply-To: <4B95886B.60805@ics.muni.cz> References: <4B95886B.60805@ics.muni.cz> Message-ID: <1268150590.23380.22.camel@smith.racf.bnl.gov> On Tue, 2010-03-09 at 00:29 +0100, Martin Drasar wrote: > Hi everyone, > the issue from subject was discussed several times, but sadly I have not > been able to find a solution that is working for me. > > I have a scrip that should launch after new ticket is created. > > Condition: On Create > Action: User defined > Template: My own defined template > Stage: Transaction create > > Inside the user condition I have this piece of code: > > $RT::Logger->info("Entering the scrip I have written"); > $RT::Logger->info($self->TicketObj->Status); > $RT::Logger->info("Leaving the script I have written"); > return 1; I think your problem is that you specified a built-in condition (On Create) but put your custom code into the Custom condition text box. You should either change the Condition to "User Defined" or put your code into one of the action text boxes since you have the Action set to "User Defined" > I would expect this code to write three messages into log and send the > message using given template (the template has everything hardcoded, so > it should be ok). However no mail gets sent and nothing is in log. > > This scrip should be running because in rt.log I can see: > > [debug]: Found 1 scrips > (/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365) > > which is changed to 0 when I disable the scrip. > > I have enabled the $DevelMode, and set $LogToFile to 'debug' (I have > even tried to set $LogToSyslog to 'debug'), restarted the server, but > nothing happened. There is nothing in rt.log, syslog, apache error.log, > nowhere. > > Could you please help me finding where the problem can be? > > Best regards > Martin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From eje at panix.com Tue Mar 9 11:26:30 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Tue, 9 Mar 2010 11:26:30 -0500 Subject: [rt-users] Possible to forward a ticket (including CFs) out of RT via email? In-Reply-To: <20100305021354.GF96739@jibsheet.com> References: <9248.1267577180@malison.ait.iastate.edu> <20100304222540.GD10785@panix.com> <20100305021354.GF96739@jibsheet.com> Message-ID: <20100309162630.GA26631@panix.com> On Thu, Mar 04, 2010 at 09:13:54PM -0500, Kevin Falcone wrote: > On Thu, Mar 04, 2010 at 05:25:40PM -0500, Eleanor J. Evans [Panix Staff] wrote: > > On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote: > > > Is it possible to forward a ticket (including any custom fields) > > > out of RT via email? > > 3.8.7 will forward the correspondence from a ticket, but you would > > have to add the custom fields to its behavior. > And it contains a Template that lets you add in the custom fields Thank you for pointing that out! It had totally failed to occur to me and is extremely useful. -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From JKoermer at prg.com Tue Mar 9 11:34:04 2010 From: JKoermer at prg.com (Jennifer Koermer) Date: Tue, 9 Mar 2010 11:34:04 -0500 Subject: [rt-users] Approval - Custom Action Scrip to create Approval Tickets Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BB0110150C@EXCHANGE2.prg.com> I need to create multiple approval tickets based on content in custom fields of the parent ticket. Tickets are being created based on the custom field content, approvers are being specified from another custom field. If multiple approvers are specified, multiple tickets are created. I've managed to get almost everything to work using the following in a custom action scrip: my ($child_id, $child_transobj, $errormsg ) = $child_ticket->Create( Queue => $queue_name , Subject => "Approval for ticket: " . $ticket->id . " - " . $ticket->Subject, Cc => $override_approver, RefersTo => $ticket->id , DependedOnBy => $ticket->id , Type => "approval" , Reqestor => $req_addr, Owner => $approver, AdminCc => $approver, ); I still haven't figured out how to add content, set a due date 2 days from now, or set a custom field. Content: I would like the initial content of the ticket to be the following: Approval for $ticket->FirstCustomFieldValue('UserDisplayName') To submit your response via e-mail. To do so, reply to this message with one of the following responses in the body of the message: To approve: Status: Resolved To reject: Status: Rejected To view the original request, follow this link: RT->Config->Get('WebURL')}Ticket/Display.html?id=$ticket->id ________________________________________________________ Additional information is below: $ticket->Transactions->First->Content() I have tried adding both of the following lines into the ticket creation, but the content is not added. That being said, there are also no errors reported: Text => "The Text Field", Content => "The Content Field", Custom Field: My custom field is ApprovalType. I have tried the following (based on what is used in templates): CF-ApprovalType => "User" I get the following error [Tue Mar 9 16:22:27 2010] [error]: Scrip 74 Prepare failed: Bareword "CF" not allowed while "strict subs" in use at (eval 3132) line 19. (/usr/lib/rt/RT/Action/UserDefined.pm:64) Due Date: The template that I'm basing this on uses the following line to set the date: Due: {time + 86400} I'm not sure how to set that time within the custom action of a scrip. I tried the following & it didn't work: Due => time + 86400 The following error is returned: [Tue Mar 9 16:30:10 2010] [error]: Scrip 74 Prepare failed: Day '68' out of range 1..31 at /usr/lib/rt/RT/Date.pm line 966 Anyone have any words of wisdom? Jennifer Koermer Assistant Director of Information Technology ________________________________ PRG Production Resource Group 7777 West Side Avenue, North Bergen, NJ 07047 201-758-4349 phone 201-868-7195 fax 201-232-7691 cell jkoermer at prg.com www.prg.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwinder at logicalsi.com Tue Mar 9 11:40:58 2010 From: jwinder at logicalsi.com (Jeremy Winder) Date: Tue, 09 Mar 2010 11:40:58 -0500 Subject: [rt-users] User defined On Correspond condition Message-ID: <1268152858.17194.77.camel@jwinder-workstation> I have the requirement of not sending the normal 'On Correspond Notify Requestors and Ccs' as it causes email loops between RT and another ticket system. However, I still need to send the rejection notifications that would normally be sent by the default ___approval queue scrips. My thought was to have a user defined condition that essentially says, 'On Correspond and status changing to rejected'; however, I've been unable to figure out how to do this. I tried this, but it didn't give me the approver or the notes: Condition: my $trans = $self->TransactionObj; return ($trans->Type eq "Status" && $trans->NewValue eq "rejected"); Action: Notify Requestors and Ccs Template: Subject: Ticket Rejected: {$Ticket->Subject} Greetings, Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }. Approver's notes: { $Notes } Any help will be greatly appreciated. Thanks in advance, Jeremy From JKoermer at prg.com Tue Mar 9 12:28:51 2010 From: JKoermer at prg.com (Jennifer Koermer) Date: Tue, 9 Mar 2010 12:28:51 -0500 Subject: [rt-users] Scrip to create multiple child tickets In-Reply-To: References: Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BB0110153D@EXCHANGE2.prg.com> Jonathan, I'm playing with a similar problem. Somewhere on this list I found the code that allows you to create the child tickets as a custom scrip action. I'm using the following to create my approval tickets. The custom file Approvers is a comma-delmited list of email addresses. A ticket is create for each e-mail address in the list. Should be able to modify this to work for your situation. I haven't figured out how to add the date, a custom field, or content with this method.... Alterntively, you could create a separate scrip with a different custom condition for each client custom field value. Here is what I did: Scrip Configuration: Condition: User Defined or As Required Action: User Defined Template: Global template: Blank Stage: Transaction Create my $queue_name = '___Approvals'; my $cf_Approver = 'Approvers'; my $override_approver = 'emailaddress at domain.com'; my $ticket = $self->TicketObj; my $req_addr = $self->TicketObj->RequestorAddresses; my $approvers_list = $ticket->FirstCustomFieldValue($cf_Approver); my @approvers_array = split(',',$approvers_list); my $child_ticket = RT::Ticket->new ( $RT::SystemUser ); $RT::Logger->info( "> Scrip #74 - Number of approvers: @approvers_array \n" ); foreach my $approver (@approvers_array) { my $required = @required_array[$int]; $RT::Logger->info( "> Scrip #74 - Ticket for Approver $approver\n" ); $RT::Logger->info( "> Scrip #74 - Required Status $required\n" ); my ($child_id, $child_transobj, $errormsg ) = $child_ticket->Create( Queue => $queue_name , Subject => "Approval for ticket: " . $ticket->id . " - " . $ticket->Subject, Cc => $override_approver, RefersTo => $ticket->id , DependedOnBy => $ticket->id , Type => "approval" , Reqestor => $req_addr, Owner => $approver, AdminCc => $approver, ); unless ( $child_id ) { $RT::Logger->debug(">>Error : ". $errormsg); return undef ; } } return 1; Hi everyone, I have a Select Multiple custom field called 'Client'. I want my scrip to create a child ticket for each client selected. So far, my scrip works, but only creates 1 child ticket, no matter how many clients are selected. Here is my current scrip: RT 3.6.5 Description: Create multiple child tix Condition: User Defined Action: Create Tickets Template: Custom Template: Create multiple child tickets Stage: Transaction Create Custom condition: if ($self->TransactionObj->Type ne 'Create' && $self->TicketObj->FirstCustomFieldValue('Client') eq 'client1) { return 1; } if ($self->TransactionObj->Type ne 'Create' && $self->TicketObj->FirstCustomFieldValue('Client') eq 'client2') { return 1; } return 0; Here is the Template code: ===Create-Ticket: client Subject: {$Tickets{'TOP'}->Subject} ({$Tickets{'TOP'}->FirstCustomFieldValue('Client')}) Depended-On-By: {$Tickets{'TOP'}->Id()} Owner: testuser Queue: Client Issues Content: This ticket has been auto-created. ENDOFCONTENT Is there anyone that can help me identify why only 1 child ticket is being created, and not multiple? I obviously have limited skills here, so any help would be greatly appreciated! Please please help! Thanks so much! Jonathan From falcone at bestpractical.com Tue Mar 9 12:52:48 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Mar 2010 12:52:48 -0500 Subject: [rt-users] use email sender's default queue on ticket create In-Reply-To: <4B9440EE.4090800@fastmail.fm> References: <4B9440EE.4090800@fastmail.fm> Message-ID: <20100309175248.GI96739@jibsheet.com> On Mon, Mar 08, 2010 at 11:12:30AM +1100, lh wrote: > Hello, I'm running RT 3.8.7 and would like to be able to set a ticket's > queue on create to be the default queue of the user creating the ticket, > where they are creating by email (i.e. From: is their RT email) and have > a default queue set. In my case I can't set per-queue email addresses, > and so all emails flow through to a single correspond email address and > into the system default queue. It's becoming a chore changing the queue > on new email tickets from the default queue to the user's queue :) > > I expect I need to use a scrip to do this, and have looked through the > contributions on the wiki and can find a few examples that are close. > Before I start to write my first custom scrip action, I thought I'd ask > if anyone else has done this? > > Or am I missing something else that will achieve the desired result? I > thought the default queue as set on a user might have made this happen > automatically, but it seems like that's not the case. I suggest you search the mailing list, this comes up pretty often, with people suggesting procmail solutions and scrip solutions. In fact, it was discussed within the last week. The default queue preference has nothing to do with inbound email. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kirby at umbc.edu Tue Mar 9 13:13:42 2010 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 9 Mar 2010 13:13:42 -0500 Subject: [rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template Message-ID: <85BD97B6-F150-45E3-9A01-B144CFF44F59@umbc.edu> I would like to achieve the following event upon a ticket being Resolved. RT is delivered with a global scrip for Resolved using a delivered Template for Resolved. Assumption is that a scrip can only have a single template assigned and therefore I would need several Resolved scrips/templates with specific conditions. I am assuming if the condition is not met then it would do nothing and try the next scrip. I tried to establish a Global CF for all Queues. This CF would have a Resolved Template value available to be set at the Queue Level. When a ticket is resolved I would have a global scrip with a user defined condition to determine if the ticket status was resolved AND if the value of the Queue CF for which Template to use was equal to the scrip/template I am in then perform the notification to requestor else move onto the next Resolve scrip. I know it sounds crazy but we want to offer custom messages/surveys depending on which Queue it is resolved. I have had success using CF's involving ticket transactions but have hit the wall trying to get this to work. I am trying to avoid having a separate resolve scrip/template established for each queue. We have 92 Queues which will have a group of 5-6 possible resolved scrip/template options since that is the number of different groups using it at our campus. Thanks in advance Joe Kirby -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Mar 9 13:31:22 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Mar 2010 13:31:22 -0500 Subject: [rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template In-Reply-To: <85BD97B6-F150-45E3-9A01-B144CFF44F59@umbc.edu> References: <85BD97B6-F150-45E3-9A01-B144CFF44F59@umbc.edu> Message-ID: <20100309183122.GJ96739@jibsheet.com> On Tue, Mar 09, 2010 at 01:13:42PM -0500, Joe Kirby wrote: > I would like to achieve the following event upon a ticket being Resolved. > > RT is delivered with a global scrip for Resolved using a delivered Template for Resolved. Joe If all you want are Queue specific templates for Resolved, just make a template at the queue level and it will override any global template of the same name. -kevin > Assumption is that a scrip can only have a single template assigned and therefore I would need > several Resolved scrips/templates with specific conditions. I am assuming if the condition is > not met then it would do nothing and try the next scrip. > > I tried to establish a Global CF for all Queues. This CF would have a Resolved Template value > available to be set at the Queue Level. > > When a ticket is resolved I would have a global scrip with a user defined condition to > determine if the ticket status was resolved AND if the value of the Queue CF for which > Template to use was equal to the scrip/template I am in then perform the notification to > requestor else move onto the next Resolve scrip. > > I know it sounds crazy but we want to offer custom messages/surveys depending on which Queue > it is resolved. > > I have had success using CF's involving ticket transactions but have hit the wall trying to > get this to work. I am trying to avoid having a separate resolve scrip/template established > for each queue. We have 92 Queues which will have a group of 5-6 possible resolved > scrip/template options since that is the number of different groups using it at our campus. > > Thanks in advance > > Joe Kirby > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 9 13:32:20 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Mar 2010 13:32:20 -0500 Subject: [rt-users] Edit the login page In-Reply-To: <6b011ab81003081637l601f2fb3m20519263fba04a8e@mail.gmail.com> References: <6b011ab81003081637l601f2fb3m20519263fba04a8e@mail.gmail.com> Message-ID: <20100309183220.GK96739@jibsheet.com> On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote: > Hi All - > Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the login page to be able > to tell users to login with their Novell username and password. I also would like to put a > link to the Novell password changer on the login screen. > Does anybody know where in the file system the login page is? I can't seem to find it. I suggest running find /opt/rt3/ -name Login -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 9 13:35:58 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Mar 2010 13:35:58 -0500 Subject: [rt-users] Approval - Custom Action Scrip to create Approval Tickets In-Reply-To: <6BD55F6AED7F7846B9398F3CA01FF7BB0110150C@EXCHANGE2.prg.com> References: <6BD55F6AED7F7846B9398F3CA01FF7BB0110150C@EXCHANGE2.prg.com> Message-ID: <20100309183558.GL96739@jibsheet.com> On Tue, Mar 09, 2010 at 11:34:04AM -0500, Jennifer Koermer wrote: > I need to create multiple approval tickets based on content in custom fields of the parent > ticket. Tickets are being created based on the custom field content, approvers are being > specified from another custom field. If multiple approvers are specified, multiple tickets > are created. Since you seem confident enough to turn the standard CreateTickets template into a scrip action, you may find it useful to read the documentation and code in lib/RT/Action/CreateTickets.pm for examples of doing what you want to do. -kevin > I've managed to get almost everything to work using the following in a custom action scrip: > > my ($child_id, $child_transobj, $errormsg ) = > > $child_ticket->Create( > > Queue => $queue_name , > > Subject => "Approval for ticket: " . $ticket->id . " - " . $ticket->Subject, > > Cc => $override_approver, > > RefersTo => $ticket->id , > > DependedOnBy => $ticket->id , > > Type => "approval" , > > Reqestor => $req_addr, > > Owner => $approver, > > AdminCc => $approver, > > ); > > > > I still haven't figured out how to add content, set a due date 2 days from now, or set a > custom field. > > > > Content: > > I would like the initial content of the ticket to be the following: > > > > Approval for $ticket->FirstCustomFieldValue('UserDisplayName') > > To submit your response via e-mail. To do so, reply to this message with one of the following > responses in the > > body of the message: > > To approve: > > Status: Resolved > > > > To reject: > > Status: Rejected > > > > To view the original request, follow this link: > RT->Config->Get('WebURL')}Ticket/Display.html?id=$ticket->id > > ________________________________________________________ > > > > Additional information is below: > > $ticket->Transactions->First->Content() > > > > I have tried adding both of the following lines into the ticket creation, but the content is > not added. That being said, there are also no errors reported: > > Text => "The Text Field", > > Content => "The Content Field", > > > > > > Custom Field: > > My custom field is ApprovalType. I have tried the following (based on what is used in > templates): > > CF-ApprovalType => "User" > > I get the following error > > [Tue Mar 9 16:22:27 2010] [error]: Scrip 74 Prepare failed: Bareword "CF" not allowed while > "strict subs" in use at (eval 3132) line 19. (/usr/lib/rt/RT/Action/UserDefined.pm:64) > > > > > > Due Date: > > The template that I'm basing this on uses the following line to set the date: > > Due: {time + 86400} > > > > I'm not sure how to set that time within the custom action of a scrip. > > I tried the following & it didn't work: > > Due => time + 86400 > > The following error is returned: > > [Tue Mar 9 16:30:10 2010] [error]: Scrip 74 Prepare failed: Day '68' out of range 1..31 at > /usr/lib/rt/RT/Date.pm line 966 > > > > Anyone have any words of wisdom? > > > > Jennifer Koermer > > Assistant Director of Information Technology > > ---------------------------------------------------------------------------------------------- > > PRG > > Production Resource Group > 7777 West Side Avenue, North Bergen, NJ 07047 > 201-758-4349 phone > 201-868-7195 fax > > 201-232-7691 cell > [1]jkoermer at prg.com > [2]www.prg.com > > > > References > > Visible links > 1. mailto:rtooker at prg.com > mailto:jkoermer at prg.com > 2. http://www.prg.com/ > http://www.prg.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 9 13:37:47 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Mar 2010 13:37:47 -0500 Subject: [rt-users] User defined On Correspond condition In-Reply-To: <1268152858.17194.77.camel@jwinder-workstation> References: <1268152858.17194.77.camel@jwinder-workstation> Message-ID: <20100309183747.GM96739@jibsheet.com> On Tue, Mar 09, 2010 at 11:40:58AM -0500, Jeremy Winder wrote: > I have the requirement of not sending the normal 'On Correspond Notify > Requestors and Ccs' as it causes email loops between RT and another > ticket system. However, I still need to send the rejection notifications > that would normally be sent by the default ___approval queue scrips. Would it be better to just stop RT from sending this system email? Find the user and set their Name to be the system's email address and their email address to be blank and RT will never email them. > My thought was to have a user defined condition that essentially says, > 'On Correspond and status changing to rejected'; however, I've been > unable to figure out how to do this. > > I tried this, but it didn't give me the approver or the notes: > > Condition: > my $trans = $self->TransactionObj; > > return ($trans->Type eq "Status" && > $trans->NewValue eq "rejected"); You're triggering on the status change, and $Approval and $Notes are special variables set by the Approval rules (you don't say what version of RT you're running so I can't even tell what this would do) -kevin > Action: > Notify Requestors and Ccs > > Template: > Subject: Ticket Rejected: {$Ticket->Subject} > > Greetings, > > Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }. > > Approver's notes: { $Notes } > > > > Any help will be greatly appreciated. > > Thanks in advance, > > Jeremy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From javoskam at uwaterloo.ca Tue Mar 9 13:43:19 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Tue, 09 Mar 2010 13:43:19 -0500 Subject: [rt-users] Edit the login page In-Reply-To: <20100309183220.GK96739@jibsheet.com> References: <6b011ab81003081637l601f2fb3m20519263fba04a8e@mail.gmail.com> <20100309183220.GK96739@jibsheet.com> Message-ID: <4B9696C7.1030008@uwaterloo.ca> On 03/09/2010 01:32 PM, Kevin Falcone wrote: > On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote: > >> Hi All - >> Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the login page to be able >> to tell users to login with their Novell username and password. I also would like to put a >> link to the Novell password changer on the login screen. >> Does anybody know where in the file system the login page is? I can't seem to find it. >> > I suggest running find /opt/rt3/ -name Login > > -kevin > The login screen is generated via the autohandler so try "-name autohandler". Jeff From falcone at bestpractical.com Tue Mar 9 13:51:44 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Mar 2010 13:51:44 -0500 Subject: [rt-users] Edit the login page In-Reply-To: <4B9696C7.1030008@uwaterloo.ca> References: <6b011ab81003081637l601f2fb3m20519263fba04a8e@mail.gmail.com> <20100309183220.GK96739@jibsheet.com> <4B9696C7.1030008@uwaterloo.ca> Message-ID: <20100309185144.GN96739@jibsheet.com> On Tue, Mar 09, 2010 at 01:43:19PM -0500, Jeff Voskamp wrote: > On 03/09/2010 01:32 PM, Kevin Falcone wrote: > > On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote: > > > >> Hi All - > >> Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the login page to be able > >> to tell users to login with their Novell username and password. I also would like to put a > >> link to the Novell password changer on the login screen. > >> Does anybody know where in the file system the login page is? I can't seem to find it. > >> > > I suggest running find /opt/rt3/ -name Login > > > The login screen is generated via the autohandler so try "-name > autohandler". Actually, all the autohandler does is invoke the login element I attempted to point the user to. In a new enough RT, autohandler is only about 14 lines of code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gleduc at mail.sdsu.edu Tue Mar 9 13:48:19 2010 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 09 Mar 2010 10:48:19 -0800 Subject: [rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template In-Reply-To: <85BD97B6-F150-45E3-9A01-B144CFF44F59@umbc.edu> References: <85BD97B6-F150-45E3-9A01-B144CFF44F59@umbc.edu> Message-ID: <4B9697F3.4000601@mail.sdsu.edu> On 3/9/2010 10:13 AM, Joe Kirby wrote: > I would like to achieve the following event upon a ticket being Resolved. > > RT is delivered with a global scrip for Resolved using a delivered > Template for Resolved. > > Assumption is that a scrip can only have a single template assigned and > therefore I would need several Resolved scrips/templates with specific > conditions. I am assuming if the condition is not met then it would do > nothing and try the next scrip. > > I tried to establish a Global CF for all Queues. This CF would have a > Resolved Template value available to be set at the Queue Level. > > When a ticket is resolved I would have a global scrip with a user > defined condition to determine if the ticket status was resolved AND if > the value of the Queue CF for which Template to use was equal to the > scrip/template I am in then perform the notification to requestor else > move onto the next Resolve scrip. > > I know it sounds crazy but we want to offer custom messages/surveys > depending on which Queue it is resolved. > > I have had success using CF's involving ticket transactions but have hit > the wall trying to get this to work. I am trying to avoid having a > separate resolve scrip/template established for each queue. We have 92 > Queues which will have a group of 5-6 possible resolved scrip/template > options since that is the number of different groups using it at our campus. > If you only have 6 possible e-mail responses, it is reasonable to do the queue checking with code in the template itself using if(){}elsif(){} blocks. I do this quite a bit. I wouldn't recommend it for a a lot of different e-mail responses though. Gene From jwinder at logicalsi.com Tue Mar 9 14:02:48 2010 From: jwinder at logicalsi.com (Jeremy Winder) Date: Tue, 09 Mar 2010 14:02:48 -0500 Subject: [rt-users] User defined On Correspond condition In-Reply-To: <20100309183747.GM96739@jibsheet.com> References: <1268152858.17194.77.camel@jwinder-workstation> <20100309183747.GM96739@jibsheet.com> Message-ID: <1268161368.17194.88.camel@jwinder-workstation> I apologize for leaving out the simple but critical information. I'm running RT 3.8.4. I do need some email from RT to the other system, 'On create autorely' containing the RT ticket number, 'On resolve notify' telling them the ticket has been resolved, and now the new requirement of the 'On reject notify'. If I can do a 'on correspond and status changing to reject' then I can pull that template information from the correspondence added to the main ticket when the ___approval ticket is rejected. But as I mentioned, I haven't been able to figure out how. Thanks again, Jeremy On Tue, 2010-03-09 at 13:37 -0500, Kevin Falcone wrote: > On Tue, Mar 09, 2010 at 11:40:58AM -0500, Jeremy Winder wrote: > > I have the requirement of not sending the normal 'On Correspond Notify > > Requestors and Ccs' as it causes email loops between RT and another > > ticket system. However, I still need to send the rejection notifications > > that would normally be sent by the default ___approval queue scrips. > > Would it be better to just stop RT from sending this system email? > Find the user and set their Name to be the system's email address and > their email address to be blank and RT will never email them. > > > My thought was to have a user defined condition that essentially says, > > 'On Correspond and status changing to rejected'; however, I've been > > unable to figure out how to do this. > > > > I tried this, but it didn't give me the approver or the notes: > > > > Condition: > > my $trans = $self->TransactionObj; > > > > return ($trans->Type eq "Status" && > > $trans->NewValue eq "rejected"); > > You're triggering on the status change, and $Approval and $Notes are > special variables set by the Approval rules (you don't say what > version of RT you're running so I can't even tell what this would do) > > -kevin > > > Action: > > Notify Requestors and Ccs > > > > Template: > > Subject: Ticket Rejected: {$Ticket->Subject} > > > > Greetings, > > > > Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }. > > > > Approver's notes: { $Notes } > > > > > > > > Any help will be greatly appreciated. > > > > Thanks in advance, > > > > Jeremy > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mmcgrath at carthage.edu Tue Mar 9 14:24:41 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 9 Mar 2010 13:24:41 -0600 Subject: [rt-users] Edit the login page In-Reply-To: <20100309185144.GN96739@jibsheet.com> References: <6b011ab81003081637l601f2fb3m20519263fba04a8e@mail.gmail.com> <20100309183220.GK96739@jibsheet.com> <4B9696C7.1030008@uwaterloo.ca> <20100309185144.GN96739@jibsheet.com> Message-ID: <6b011ab81003091124l5cf263bah36435791f3b4d4f3@mail.gmail.com> Thank you! I was able to find it in /opt/rt3/share/html/Elements!! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Mar 9, 2010 at 12:51 PM, Kevin Falcone wrote: > On Tue, Mar 09, 2010 at 01:43:19PM -0500, Jeff Voskamp wrote: > > On 03/09/2010 01:32 PM, Kevin Falcone wrote: > > > On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote: > > > > > >> Hi All - > > >> Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to > edit the login page to be able > > >> to tell users to login with their Novell username and password. I > also would like to put a > > >> link to the Novell password changer on the login screen. > > >> Does anybody know where in the file system the login page is? I > can't seem to find it. > > >> > > > I suggest running find /opt/rt3/ -name Login > > > > > The login screen is generated via the autohandler so try "-name > > autohandler". > > Actually, all the autohandler does is invoke the login element I > attempted to point the user to. In a new enough RT, autohandler is > only about 14 lines of code. > > -kevin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 garfield at palantir.net Tue Mar 9 14:30:36 2010 From: garfield at palantir.net (Larry Garfield) Date: Tue, 09 Mar 2010 13:30:36 -0600 Subject: [rt-users] Infinite login cycle In-Reply-To: <4B953E3C.7060200@palantir.net> References: <4B953E3C.7060200@palantir.net> Message-ID: <4B96A1DC.90307@palantir.net> So we finally found a solution to this. It looks like one of the records in the sessions table got corrupted, which was causing all session writes to fail, and so logins would never "take". Flushing and repairing that table resolved the issue. How it got corrupted in the first place, no one knows. I suspect it was bribed by an unscrupulous lobbyist. Larry Garfield wrote: > Greetings. > > Starting earlier today, we started experiencing the same issue as > described in this message: > > http://lists.bestpractical.com/pipermail/rt-users/2010-February/063573.html > > We are able to log in successfully, but after doing so the next link we > click goes back to a login page. > > However, unlike that message we have not recently upgraded. We are > running RT 3.8.5 and have been doing so since we first installed RT. > I'm not sure then what would have triggered this issue. > > One of the replies to that email suggested removing > local/html/autohandler. I do not fully understand what that means, but > there is no such file present. And since there was no update I'm not > quite sure how it could have changed. > > Anyone have another suggestion? :-) > -- Larry Garfield Senior Architect Palantir.net 2211 N. Elston Avenue, Suite 202 Chicago IL 60614 p 773.645.4100 ext. 301 f 773.645.4105 e garfield at palantir.net From smithj4 at bnl.gov Tue Mar 9 15:59:19 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 09 Mar 2010 15:59:19 -0500 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <1268076541.23380.15.camel@smith.racf.bnl.gov> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> <1267574029.8463.44.camel@smith.racf.bnl.gov> <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> <1267578774.7662.19.camel@jazbo.dyndns.org> <1268076541.23380.15.camel@smith.racf.bnl.gov> Message-ID: <1268168359.23380.57.camel@smith.racf.bnl.gov> On Mon, 2010-03-08 at 14:29 -0500, Jason A. Smith wrote: > > I am trying to get the scrip to not notify anyone when the ticket is > automatically moved to a different queue, which is easy, but if the > ticket is not moved, it should notify the AdminCcs, just like normal. > What code in a Scrip will duplicate that default notify action? I tried looking through the RT code to see if I could duplicate the built-in notify admincc action, and came up with this custom action prep scrip: my $ScripActionObj = $self->ScripActionObj; $ScripActionObj->Load('Notify', $self->TemplateObj->Id); $ScripActionObj->SetExecModule('Notify'); $ScripActionObj->SetArgument('AdminCc'); $ScripActionObj->LoadAction(TransactionObj => $self->TransactionObj, TicketObj => $self->TicketObj); return($ScripActionObj->Prepare); but it doesn't work right. When I test it I get a message like this in my RT logs: RT: Scrip Commit 4 died. - Can't call method "id" on an undefined value at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 300. Stack: .... Any ideas on what I am doing wrong and how I can get it to work correctly? Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From kfcrocker at lbl.gov Tue Mar 9 15:59:48 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 09 Mar 2010 12:59:48 -0800 Subject: [rt-users] Wierd Queue showing up Message-ID: <4B96B6C4.3090105@lbl.gov> To list, Has anyone ever come up with a surprise Queue showing up named "WatcherQueue26269"? I saw it a few weeks ago and disabled it and now it is showing up again. It has no description, no other info other than it was created by UserID # 1. Any ideas anyone? Kenn LBNL From falcone at bestpractical.com Tue Mar 9 16:36:29 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Mar 2010 16:36:29 -0500 Subject: [rt-users] Wierd Queue showing up In-Reply-To: <4B96B6C4.3090105@lbl.gov> References: <4B96B6C4.3090105@lbl.gov> Message-ID: <20100309213629.GO96739@jibsheet.com> On Tue, Mar 09, 2010 at 12:59:48PM -0800, Ken Crocker wrote: > To list, > > Has anyone ever come up with a surprise Queue showing up named > "WatcherQueue26269"? I saw it a few weeks ago and disabled it and now it > is showing up again. It has no description, no other info other than it > was created by UserID # 1. Any ideas anyone? Sounds like you ran the RT-Extension-CommandByMail test suite against a production database. Don't do that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From christian.cuvelier at attmes.com Tue Mar 9 16:54:18 2010 From: christian.cuvelier at attmes.com (Christian Cuvelier) Date: Tue, 9 Mar 2010 22:54:18 +0100 (CET) Subject: [rt-users] Asset Tracker Documentation Message-ID: <1798425313.761323.1268171658700.JavaMail.open-xchange@oxltgw15.schlund.de> Hi everybody, is there anybody out there who has a documentation for AssetTracker 1.2.4b1 ? I think i need some advise to realize which possiblities AssetTracker offers. Thanks a lot Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From hazzard43 at fastmail.fm Tue Mar 9 17:14:52 2010 From: hazzard43 at fastmail.fm (lh) Date: Wed, 10 Mar 2010 09:14:52 +1100 Subject: [rt-users] use email sender's default queue on ticket create In-Reply-To: References: Message-ID: <4B96C85C.2030106@fastmail.fm> Hi Kevin, Thanks for your reply. On 10/03/10 05:37, Kevin Falcone wrote: > I suggest you search the mailing list, this comes up pretty often, > with people suggesting procmail solutions and scrip solutions. I have searched the list, and couldn't find anything along the lines of what I'm looking to do. It's always possible I've missed something pertinent, and apologies if that's the case, but I think perhaps I didn't make clear enough exactly what I want to achieve. It's certainly similar to Jason's recent question: http://www.gossamer-threads.com/lists/rt/users/92127 > The default queue preference has nothing to do with inbound email. Sure, I understand that. AFAICT it just affects which queue is selected in the quick new ticket creation drop-down. To my way of thinking though, it would have made sense if this also allowed overriding the queue for any new tickets sent via email by the user that would otherwise have gone to the default queue. The procmail solution would work calling rt-mailgate with the right --queue based on sender address, but that would require maintaining the mapping of email addresses to queues in a procmail config which I'd like to avoid. Since we already set the user's default queue (for a different reason), this mapping of email address to the right queue already exists within RT, hence why I was hoping to achieve it with a scrip only. So I'm looking for some help with a scrip that on create, checks if the requestor email is a user with a default queue set, and if so changes the queue from the system default. Anyone have anything similar? From todd at chaka.net Tue Mar 9 17:10:57 2010 From: todd at chaka.net (Todd Chapman) Date: Tue, 9 Mar 2010 17:10:57 -0500 Subject: [rt-users] Asset Tracker Documentation In-Reply-To: <1798425313.761323.1268171658700.JavaMail.open-xchange@oxltgw15.schlund.de> References: <1798425313.761323.1268171658700.JavaMail.open-xchange@oxltgw15.schlund.de> Message-ID: <519782dc1003091410n481e8731g412780706d3b4b72@mail.gmail.com> Christian, What kind of information are you looking for? -Todd On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier wrote: > Hi everybody, > > is there anybody out there who has a documentation for AssetTracker 1.2.4b1 > ? > > I think i need some advise to realize which possiblities AssetTracker > offers. > > Thanks a lot > > Christian > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From polloxx at gmail.com Wed Mar 10 10:11:29 2010 From: polloxx at gmail.com (polloxx) Date: Wed, 10 Mar 2010 16:11:29 +0100 Subject: [rt-users] change rtname per queue Message-ID: Dear, I want to change the rtname for one queue for autoreply like: [mycompany.com #36] AutoReply: to [mycustomer.com #36] AutoReply: I use rt 3.8.7. How can I do this? Thanks, P. From lgrella at acquiremedia.com Wed Mar 10 10:46:19 2010 From: lgrella at acquiremedia.com (Laura Grella) Date: Wed, 10 Mar 2010 07:46:19 -0800 (PST) Subject: [rt-users] History order 3.8.7 Message-ID: <27851559.post@talk.nabble.com> We just upgraded to 3.8.7 from 3.6.6 and so far so good...The only question I have is about the order history of tickets. I understand that you can now modify the history order from the UI under preferences->ticket display->show oldest history first and set it to no, which is what I did, but that only set it for my account. I want it to be the global setting for everyone in my organization. I do not want to tell everyone that they need to set it since they do not have the 'modify self' right so they do not get the preferences link. How can I globally set this for everyone? Thanks, Laura -- View this message in context: http://old.nabble.com/History-order-3.8.7-tp27851559p27851559.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rfh at vialtus.com Wed Mar 10 11:26:04 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 10 Mar 2010 16:26:04 +0000 Subject: [rt-users] History order 3.8.7 In-Reply-To: <27851559.post@talk.nabble.com> References: <27851559.post@talk.nabble.com> Message-ID: <4B97C81C.9050509@vialtus.com> Laura; Change it in RT_Config.pm (Should be RT_SiteConfig.pm).. the bit you are looking for is =item C<$OldestTransactionsFirst> By default, RT shows newest transactions at the bottom of the ticket history page, if you want see them at the top set this to '0'. This option can be overridden by users in their preferences. =cut Set($OldestTransactionsFirst, '1'); Regards; Roy Laura Grella wrote: > We just upgraded to 3.8.7 from 3.6.6 and so far so good...The only question I > have is about the order history of tickets. I understand that you can now > modify the history order from the UI under preferences->ticket display->show > oldest history first and set it to no, which is what I did, but that only > set it for my account. I want it to be the global setting for everyone in my > organization. I do not want to tell everyone that they need to set it since > they do not have the 'modify self' right so they do not get the preferences > link. How can I globally set this for everyone? > > Thanks, > Laura > From polloxx at gmail.com Wed Mar 10 11:41:05 2010 From: polloxx at gmail.com (polloxx) Date: Wed, 10 Mar 2010 17:41:05 +0100 Subject: [rt-users] change rtname per queue In-Reply-To: <4B97C769.9040309@vialtus.com> References: <4B97C769.9040309@vialtus.com> Message-ID: Life can be easy. :) Thanks Roy. P. On Wed, Mar 10, 2010 at 5:23 PM, Raed El-Hames wrote: > Polloxx; > > From web ui , Configuration -> Queues -> Select Your Queue > and in the Basics form , put > > mycustomer.com > > as Subject Tag. > > Regards; > Roy > > polloxx wrote: >> >> Dear, >> >> I want to change the rtname for one queue for autoreply like: >> >> [mycompany.com #36] AutoReply: >> to >> [mycustomer.com #36] AutoReply: >> >> I use rt 3.8.7. How can I do this? >> >> Thanks, >> P. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> > From jblaine at kickflop.net Wed Mar 10 13:05:17 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 10 Mar 2010 13:05:17 -0500 Subject: [rt-users] RT-Authen-ExternalAuth build error Message-ID: <4B97DF5D.7030509@kickflop.net> RT-Authen-ExternalAuth-0.08 Please see 'Cannot determine...' and Warning below. What are these? What is broken? ... Using RT configuration from /apps/rt/lib/RT.pm: ./etc => /apps/rt/local/plugins/RT-Authen-ExternalAuth/etc ./html => /apps/rt/local/plugins/RT-Authen-ExternalAuth/html ./lib => /apps/rt/local/plugins/RT-Authen-ExternalAuth/lib Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Warning: prerequisite RT 0 not found. Writing Makefile for RT::Authen::ExternalAuth [root at rtdev1 RT-Authen-ExternalAuth-0.08]# [root at rtdev1 RT-Authen-ExternalAuth-0.08]# perl -v This is perl, v5.8.8 built for x86_64-linux-thread-multi From jblaine at kickflop.net Wed Mar 10 13:07:46 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 10 Mar 2010 13:07:46 -0500 Subject: [rt-users] RT auth via client certificates? Message-ID: <4B97DFF2.7040205@kickflop.net> Has anyone done this? I have the mod_ssl portion of this up and working (requiring valid client certificate for SSL negotioation), but don't really know where to look for hooking that into RT authentication. From andy at andymillar.co.uk Wed Mar 10 13:17:55 2010 From: andy at andymillar.co.uk (Andy Millar) Date: Wed, 10 Mar 2010 18:17:55 -0000 Subject: [rt-users] RT auth via client certificates? In-Reply-To: <4B97DFF2.7040205@kickflop.net> References: <4B97DFF2.7040205@kickflop.net> Message-ID: <1268245075.2915.18.camel@millaralpt.co.tradefair> On Wed, 2010-03-10 at 13:07 -0500, Jeff Blaine wrote: > Has anyone done this? I have the mod_ssl portion of this > up and working (requiring valid client certificate for > SSL negotioation), but don't really know where to look > for hooking that into RT authentication. You should be able to make RT use Apache HTTP authentication; that will then pass the client ssl certificate user through to RT. Andy -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 5162 bytes Desc: not available URL: From kfcrocker at lbl.gov Wed Mar 10 13:41:48 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 10 Mar 2010 10:41:48 -0800 Subject: [rt-users] Wierd Queue showing up In-Reply-To: <20100309213629.GO96739@jibsheet.com> References: <4B96B6C4.3090105@lbl.gov> <20100309213629.GO96739@jibsheet.com> Message-ID: Kevin, HA! Actually, we ran it against a prod clone. Then discovered we installed the .07 version instead of the .08. What, exactly, causes RT to create that Queue? Kenn LBNL On Tue, Mar 9, 2010 at 1:36 PM, Kevin Falcone wrote: > On Tue, Mar 09, 2010 at 12:59:48PM -0800, Ken Crocker wrote: > > To list, > > > > Has anyone ever come up with a surprise Queue showing up named > > "WatcherQueue26269"? I saw it a few weeks ago and disabled it and now it > > is showing up again. It has no description, no other info other than it > > was created by UserID # 1. Any ideas anyone? > > Sounds like you ran the RT-Extension-CommandByMail test suite against > a production database. > > Don't do that. > > -kevin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 mike.peachey at jennic.com Wed Mar 10 14:16:35 2010 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 10 Mar 2010 19:16:35 +0000 Subject: [rt-users] RT-Authen-ExternalAuth build error In-Reply-To: <4B97DF5D.7030509@kickflop.net> References: <4B97DF5D.7030509@kickflop.net> Message-ID: <93E91C57-62AB-49F5-AEB7-489FA49A5543@jennic.com> On 10 Mar 2010, at 18:05, Jeff Blaine wrote: > RT-Authen-ExternalAuth-0.08 > > Please see 'Cannot determine...' and Warning below. What > are these? What is broken? > > ... > Using RT configuration from /apps/rt/lib/RT.pm: > ./etc => /apps/rt/local/plugins/RT-Authen-ExternalAuth/etc > ./html => /apps/rt/local/plugins/RT-Authen-ExternalAuth/html > ./lib => /apps/rt/local/plugins/RT-Authen-ExternalAuth/lib > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > Warning: prerequisite RT 0 not found. > Writing Makefile for RT::Authen::ExternalAuth > [root at rtdev1 RT-Authen-ExternalAuth-0.08]# > [root at rtdev1 RT-Authen-ExternalAuth-0.08]# perl -v > This is perl, v5.8.8 built for x86_64-linux-thread-multi I don't recall the reason why it complains about the version but as I recall it's of no consequence. The prereq line is because RT is a prereq for ExternalAuth, but because RT isn't installed in the perl tree it doesn't see it as installed and whinges. Again shouldn't matter. -- Mike Peachey mike.peachey at jennic.com From lgrella at acquiremedia.com Wed Mar 10 15:13:25 2010 From: lgrella at acquiremedia.com (Laura Grella) Date: Wed, 10 Mar 2010 12:13:25 -0800 (PST) Subject: [rt-users] History order 3.8.7 In-Reply-To: <4B97C81C.9050509@vialtus.com> References: <27851559.post@talk.nabble.com> <4B97C81C.9050509@vialtus.com> Message-ID: <27855194.post@talk.nabble.com> Thanks...will do that. We actually did that on the old version. Just thought there was a way to do it globally via the UI.. Thanks again. --Laura Raed El-Hames-2 wrote: > > Laura; > > Change it in RT_Config.pm (Should be RT_SiteConfig.pm).. > the bit you are looking for is > > =item C<$OldestTransactionsFirst> > > By default, RT shows newest transactions at the bottom of the ticket > history page, if you want see them at the top set this to '0'. This > option can be overridden by users in their preferences. > > =cut > > Set($OldestTransactionsFirst, '1'); > > Regards; > > Roy > > Laura Grella wrote: >> We just upgraded to 3.8.7 from 3.6.6 and so far so good...The only >> question I >> have is about the order history of tickets. I understand that you can now >> modify the history order from the UI under preferences->ticket >> display->show >> oldest history first and set it to no, which is what I did, but that only >> set it for my account. I want it to be the global setting for everyone in >> my >> organization. I do not want to tell everyone that they need to set it >> since >> they do not have the 'modify self' right so they do not get the >> preferences >> link. How can I globally set this for everyone? >> >> Thanks, >> Laura >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://old.nabble.com/History-order-3.8.7-tp27851559p27855194.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Mar 10 15:07:59 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 10 Mar 2010 15:07:59 -0500 Subject: [rt-users] Wierd Queue showing up In-Reply-To: References: <4B96B6C4.3090105@lbl.gov> <20100309213629.GO96739@jibsheet.com> Message-ID: <20100310200759.GP96739@jibsheet.com> On Wed, Mar 10, 2010 at 10:41:48AM -0800, Kenneth Crocker wrote: > HA! Actually, we ran it against a prod clone. Then discovered we installed the .07 version > instead of the .08. What, exactly, causes RT to create that Queue? Running the test suite creates a queue for testing. -kevin > On Tue, Mar 9, 2010 at 1:36 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Tue, Mar 09, 2010 at 12:59:48PM -0800, Ken Crocker wrote: > > To list, > > > > Has anyone ever come up with a surprise Queue showing up named > > "WatcherQueue26269"? I saw it a few weeks ago and disabled it and now it > > is showing up again. It has no description, no other info other than it > > was created by UserID # 1. Any ideas anyone? > > Sounds like you ran the RT-Extension-CommandByMail test suite against > a production database. > > Don't do that. > -kevin > _______________________________________________ > [2]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: [3]http://wiki.bestpractical.com > Commercial support: [4]sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at [5]http://rtbook.bestpractical.com > > References > > Visible links > 1. mailto:falcone at bestpractical.com > 2. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > 3. http://wiki.bestpractical.com/ > 4. mailto:sales at bestpractical.com > 5. 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From satish_lx at hotmail.com Wed Mar 10 16:14:16 2010 From: satish_lx at hotmail.com (satish patel) Date: Wed, 10 Mar 2010 21:14:16 +0000 Subject: [rt-users] comment ticket with select individual users Message-ID: Hi RT Team, We are using RT system but i have a question about is there anyway to edit code to select all user in one shot when i don't want to send out mail on RT comment. Now i am selecting each user individually which is painful. Thanks satish _________________________________________________________________ Hotmail: Free, trusted and rich email service. http://clk.atdmt.com/GBL/go/201469228/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Mar 10 17:21:00 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 10 Mar 2010 16:21:00 -0600 Subject: [rt-users] comment ticket with select individual users In-Reply-To: References: Message-ID: <20100310222100.GD29320@it.is.rice.edu> Can you use some Javascript similar to the select all/clear all button on the bulk update screen? Cheers, Ken On Wed, Mar 10, 2010 at 09:14:16PM +0000, satish patel wrote: > > Hi RT Team, > > > > We are using RT system but i have a question about is there anyway to edit code to select all user in one shot when i don't want to send out mail on RT comment. > > > > Now i am selecting each user individually which is painful. > > > > Thanks > > satish > > _________________________________________________________________ > Hotmail: Free, trusted and rich email service. > http://clk.atdmt.com/GBL/go/201469228/direct/01/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 Mar 10 18:43:30 2010 From: lgrella at acquiremedia.com (Laura Grella) Date: Wed, 10 Mar 2010 15:43:30 -0800 (PST) Subject: [rt-users] Forwarded tickets show as MIME-encoded attachments within attachments In-Reply-To: <1262974364.24942.1353656417@webmail.messagingengine.com> References: <1262974364.24942.1353656417@webmail.messagingengine.com> Message-ID: <27857482.post@talk.nabble.com> I also would like to know more about forwarded tickets. I get the same behavior as the previous poster. Nick Kartsioukas-3 wrote: > > When forwarding tickets (or a single ticket transaction) in RT 3.8.7, RT > generates an email with an attachment, and within that attachment is > another MIME encoded attachment. This is not very useful, at least not > in Outlook or Thunderbird. Is there a way to reduce the number of times > the ticket content gets wrapped up in attachments (and maybe send as > plaintext instead of MIME encoded)? I couldn't find anything in > RT_Config.pm about ticket forwarding behavior. Thanks! > > RT 3.8.7 running under Apache 2 with FastCGI, email is configured as: > Set($MailCommand , 'sendmail'); > Set($SendmailArguments , "-oi"); > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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://old.nabble.com/Forwarded-tickets-show-as-MIME-encoded-attachments-within-attachments-tp27080149p27857482.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From BForquer at enzy.com Wed Mar 10 18:23:48 2010 From: BForquer at enzy.com (Brian Forquer) Date: Wed, 10 Mar 2010 17:23:48 -0600 Subject: [rt-users] (no subject) Message-ID: <1EBE6AB1B8294E429D699665AB567BA8A64D6EE17D@ETIMBCLUSTER.eti.com> subscribe ________________________________ Schwabe North America, Inc. - This electronic mail transmission, along with any attachments, is confidential. If you are not the intended recipient, please immediately advise the sender by reply transmission and delete this e-mail from your system without copying or disclosing it. Thank you for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From BForquer at enzy.com Wed Mar 10 18:48:17 2010 From: BForquer at enzy.com (Brian Forquer) Date: Wed, 10 Mar 2010 17:48:17 -0600 Subject: [rt-users] RT-Authen-ExternalAuth User could not be created: Could not set user info Message-ID: <1EBE6AB1B8294E429D699665AB567BA8A64D6EE180@ETIMBCLUSTER.eti.com> I have done various modifications to by RT_SiteConfig.pm , I have done searching and read the README's. I am having problems getting RT-Authen-ExternalAuth I am not sure if it is supposed to create logins in RT by default if it finds it in AD but I have tried just logging in and also creating a user neither works. Trying to login no user created. [Wed Mar 10 23:24:00 2010] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:400) [Wed Mar 10 23:24:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Wed Mar 10 23:24:00 2010] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled cannot be externally-sourced (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:40) [Wed Mar 10 23:24:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Mar 10 23:24:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed Mar 10 23:24:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Wed Mar 10 23:24:11 2010] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:400) [Wed Mar 10 23:24:11 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Wed Mar 10 23:24:11 2010] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled cannot be externally-sourced (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:40) [Wed Mar 10 23:24:11 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Mar 10 23:24:11 2010] [debug]: Calling UserExists with $username (bforquer) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Wed Mar 10 23:24:11 2010] [debug]: UserExists params: username: bforquer , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Wed Mar 10 23:24:11 2010] [debug]: LDAP Search === Base: BLANKED == Filter: (&(objectClass=Person)(sAMAccountName=bforquer)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Wed Mar 10 23:24:11 2010] [debug]: Checking Username: bforquer (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:123) [Wed Mar 10 23:24:11 2010] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Disabled: 0, EmailAddress: , Gecos: bforquer, Name: bforquer, Privileged: 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:451) [Wed Mar 10 23:24:11 2010] [warning]: Use of uninitialized value $_[1] in join or string at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm line 21, line 514. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:459) [Wed Mar 10 23:24:11 2010] [debug]: Attempting to get user info using this external service: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:459) [Wed Mar 10 23:24:11 2010] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: bforquer, Name: bforquer, Privileged: 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:537) [Wed Mar 10 23:24:11 2010] [error]: Couldn't create user bforquer: Could not set user info (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:130) [Wed Mar 10 23:24:11 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Wed Mar 10 23:24:11 2010] [error]: FAILED LOGIN for bforquer from 172.20.41.100 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) Logging in as root and trying to create myself as a user [Wed Mar 10 23:27:54 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Wed Mar 10 23:27:54 2010] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: , EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: bforquer, NickName: , Organization: , PagerPhone: , Privileged: , RealName: , Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:451) [Wed Mar 10 23:27:54 2010] [warning]: Use of uninitialized value $_[1] in join or string at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm line 21, line 323. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:459) [Wed Mar 10 23:27:54 2010] [debug]: Attempting to get user info using this external service: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:459) [Wed Mar 10 23:27:54 2010] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: , EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: bforquer, NickName: , Organization: , PagerPhone: , Privileged: , RealName: , Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:537) RT_SiteConfig.pm Set( $rtname, 'BLANKED'); Set( $Organization, "BLANKED"); Set($Timezone , 'US/Central'); Set($DatabaseType , 'mysql'); Set($DatabaseUser , 'BLANKED'); Set($DatabasePassword , 'BLANKED'); Set($DatabaseName , 'BLANKED'); #Set($OwnerEmail , 'BLANKED'); Set($ExternalAuthPriority, [ 'My_LDAP' ]); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'BLANKED', 'base' => 'BLANKED', 'user' => 'CN=BLANKED,OU=Users,OU=BLANKED,DC=BLANKED,DC=com', 'pass' => 'BLANKED', 'filter' => '(objectClass=Person)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'group' => '', 'group_attr' => '', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'debug'); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); 1; ________________________________ Schwabe North America, Inc. - This electronic mail transmission, along with any attachments, is confidential. If you are not the intended recipient, please immediately advise the sender by reply transmission and delete this e-mail from your system without copying or disclosing it. Thank you for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Mar 10 20:17:09 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 10 Mar 2010 17:17:09 -0800 Subject: [rt-users] Wierd Queue showing up In-Reply-To: <20100310200759.GP96739@jibsheet.com> References: <4B96B6C4.3090105@lbl.gov> <20100309213629.GO96739@jibsheet.com> <20100310200759.GP96739@jibsheet.com> Message-ID: Kevin. AHH. Thanks. I understand. Kenn LBNL On Wed, Mar 10, 2010 at 12:07 PM, Kevin Falcone wrote: > On Wed, Mar 10, 2010 at 10:41:48AM -0800, Kenneth Crocker wrote: > > HA! Actually, we ran it against a prod clone. Then discovered we > installed the .07 version > > instead of the .08. What, exactly, causes RT to create that Queue? > > Running the test suite creates a queue for testing. > > -kevin > > > On Tue, Mar 9, 2010 at 1:36 PM, Kevin Falcone <[1] > falcone at bestpractical.com> wrote: > > > > On Tue, Mar 09, 2010 at 12:59:48PM -0800, Ken Crocker wrote: > > > To list, > > > > > > Has anyone ever come up with a surprise Queue showing up named > > > "WatcherQueue26269"? I saw it a few weeks ago and disabled it and > now it > > > is showing up again. It has no description, no other info other > than it > > > was created by UserID # 1. Any ideas anyone? > > > > Sounds like you ran the RT-Extension-CommandByMail test suite > against > > a production database. > > > > Don't do that. > > -kevin > > _______________________________________________ > > [2]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: [3]http://wiki.bestpractical.com > > Commercial support: [4]sales at bestpractical.com > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at [5]http://rtbook.bestpractical.com > > > > References > > > > Visible links > > 1. mailto:falcone at bestpractical.com > > 2. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > 3. http://wiki.bestpractical.com/ > > 4. mailto:sales at bestpractical.com > > 5. 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 > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 ephemeric at gmail.com Wed Mar 10 23:41:06 2010 From: ephemeric at gmail.com (Robert Gabriel) Date: Thu, 11 Mar 2010 06:41:06 +0200 Subject: [rt-users] RT-Authen-ExternalAuth User could not be created: Could not set user info In-Reply-To: <1EBE6AB1B8294E429D699665AB567BA8A64D6EE180@ETIMBCLUSTER.eti.com> References: <1EBE6AB1B8294E429D699665AB567BA8A64D6EE180@ETIMBCLUSTER.eti.com> Message-ID: On 11 March 2010 01:48, Brian Forquer wrote: > I have done various modifications to by RT_SiteConfig.pm , I have done > searching and read the README?s. > > I am having problems getting RT-Authen-ExternalAuth I am not sure if it is > supposed to create logins in RT by default if it finds it in AD but I have > tried just logging in and also creating a user neither works. The little that I know, I had this problem yesterday. Seems to be that if you try and create a new user, the plugin looks in LDAP/AD and tries to map the specified attributes. If the user doesn't exist in LDAP/AD it cannot set user info. Remove the plugin temporarily to allow the creation of users I suppose. From jpierce at cambridgeenergyalliance.org Thu Mar 11 01:00:58 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 11 Mar 2010 01:00:58 -0500 Subject: [rt-users] Forwarded tickets show as MIME-encoded attachments within attachments In-Reply-To: <27857482.post@talk.nabble.com> References: <1262974364.24942.1353656417@webmail.messagingengine.com> <27857482.post@talk.nabble.com> Message-ID: Last I checked this is not an entirely accurate description. RT sends the message as Content-type: message/rfc822 Messages are MIME, but only *encoded* if required. Although few MUA seem to handle this well, it is the right thing to do. The only iffy thing is that the outer layer used to group multi-part messages is not necessary and un- necessary obfuscation of single-part transactions. From mike.peachey at jennic.com Thu Mar 11 04:56:02 2010 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 11 Mar 2010 09:56:02 +0000 Subject: [rt-users] RT-Authen-ExternalAuth User could not be created: Could not set user info In-Reply-To: <1EBE6AB1B8294E429D699665AB567BA8A64D6EE180@ETIMBCLUSTER.eti.com> References: <1EBE6AB1B8294E429D699665AB567BA8A64D6EE180@ETIMBCLUSTER.eti.com> Message-ID: <4B98BE32.8010107@jennic.com> Brian Forquer wrote: > I have done various modifications to by RT_SiteConfig.pm , I have done > searching and read the README?s. > > I am having problems getting RT-Authen-ExternalAuth I am not sure if it > is supposed to create logins in RT by default if it finds it in AD but I > have tried just logging in and also creating a user neither works. [Wed Mar 10 23:24:00 2010] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled cannot be externally-sourced (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:40) Set ExternalInfoPriority. Also, do not set anything that is empty. ie dont set group => '', just comment out or remove the group option. -- 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 hugo.deprez at gmail.com Thu Mar 11 09:26:15 2010 From: hugo.deprez at gmail.com (Hugo Deprez) Date: Thu, 11 Mar 2010 15:26:15 +0100 Subject: [rt-users] No ticket specified error Message-ID: Hello, I have an issue with RT. I'm currently using the 3.8.7 version with Firefix 3.6 with windows XP. Sometimes when I want to answer to a ticket or to post a comment, I get "No ticket specified". It is unpredictable. If I get this error I need to go back and to rewrite my message to get it work. I found an old message about the same issue : http://lists.fsck.com/pipermail/rt-users/2009-August/060917.html Any idea ? Regards Hugo -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Thu Mar 11 13:27:39 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 11 Mar 2010 13:27:39 -0500 Subject: [rt-users] Filling in custom fields from LDAP Message-ID: <4B99361B.5070908@kickflop.net> I'm looking to fill in custom fields with data retrieved from an LDAP server. That is, someone with permission to modify an existing ticket will enter some data into a custom field, then save the modification. At save time, the code will use that custom field to populate another custom field with LDAP query results. Would this best be done as a plugin? A Scrip? Other? From hall at fas.sfu.ca Thu Mar 11 13:42:13 2010 From: hall at fas.sfu.ca (Gary Hall) Date: Thu, 11 Mar 2010 10:42:13 -0800 Subject: [rt-users] rt-shredder Users plugin deletes tickets? In-Reply-To: <4B9669FF.3010003@thingy.com> References: <4B9669FF.3010003@thingy.com> Message-ID: <4B993985.1060007@fas.sfu.ca> Hi Howie, I ran into the same problem. In my case, the deleted Tickets contained Correspondence from Users who were otherwise not Watchers (i.e., Requestors, Owners, AdminCCs or CCs) in the system. The Tickets were deleted by the jobs that removed the Users. Seems like a bug to me. Gary -- Gary Hall RT Admin Simon Fraser University On 01/-10/-28163 11:59 AM, Howard Jones wrote: > I've just upgraded to RT 3.8.7 from 3.6.5, and I'm catching up on my > shredding. > > Over the weekend I shredded 20000 or so deleted tickets (spam mainly), > and today I went to start on the users. This has never really worked > well before, so we have about 60k users, and at most 1000 of them are > active. > > So I created a user called placeholder, made them privileged and made > sure they are the requestor on a long-running ticket. Then... > > ./rt-shredder --plugin > 'Users=status,enabled;replace_relations,placeholder;no_tickets,true;member_of,unprivileged;limit,100' > > > {snipped output} > [Tue Mar 9 15:20:39 2010] [info]: RT::Transaction-2992615 wiped out > (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > --> [Tue Mar 9 15:20:39 2010] [info]: RT::Ticket-348651 wiped out > (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193272 wiped > out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > [Tue Mar 9 15:20:41 2010] [info]: RT::GroupMember-1394521 wiped out > (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193271 wiped > out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > [Tue Mar 9 15:20:41 2010] [info]: RT::Transaction-3007389 wiped out > (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > [Tue Mar 9 15:20:41 2010] [info]: RT::Group-1857870 wiped out > (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > > Why does the Users plugin delete tickets? Surely it should only be > deleting users that have no tickets (no_tickets, true)? > > Thanks for any illumination... > > Howie > From michael_ellis at umanitoba.ca Thu Mar 11 13:28:48 2010 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 11 Mar 2010 12:28:48 -0600 Subject: [rt-users] Requestor not notified on ticket rejection Message-ID: <4B993660.1060107@umanitoba.ca> Hi, I'm having a problem where requestors are not being notified when their request is rejected. Is this normal RT behavior? -Mike From satish_lx at hotmail.com Thu Mar 11 14:10:02 2010 From: satish_lx at hotmail.com (satish patel) Date: Thu, 11 Mar 2010 19:10:02 +0000 Subject: [rt-users] comment ticket with select individual users In-Reply-To: <20100310222100.GD29320@it.is.rice.edu> References: , <20100310222100.GD29320@it.is.rice.edu> Message-ID: Thanks Ken, Problem is i am not a programmer so if you have any work around then please send me. I will appriciate you help. Best S. > Date: Wed, 10 Mar 2010 16:21:00 -0600 > From: ktm at rice.edu > To: satish_lx at hotmail.com > CC: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] comment ticket with select individual users > > Can you use some Javascript similar to the select all/clear all > button on the bulk update screen? > > Cheers, > Ken > > On Wed, Mar 10, 2010 at 09:14:16PM +0000, satish patel wrote: > > > > Hi RT Team, > > > > > > > > We are using RT system but i have a question about is there anyway to edit code to select all user in one shot when i don't want to send out mail on RT comment. > > > > > > > > Now i am selecting each user individually which is painful. > > > > > > > > Thanks > > > > satish > > > > _________________________________________________________________ > > Hotmail: Free, trusted and rich email service. > > http://clk.atdmt.com/GBL/go/201469228/direct/01/ > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com _________________________________________________________________ Hotmail: Free, trusted and rich email service. http://clk.atdmt.com/GBL/go/201469228/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mader.michelle at yahoo.com Thu Mar 11 15:21:52 2010 From: mader.michelle at yahoo.com (gg) Date: Thu, 11 Mar 2010 12:21:52 -0800 (PST) Subject: [rt-users] counting responses using article x Message-ID: <832307.29916.qm@web55703.mail.re3.yahoo.com> We are using RT 3.6.3 I've been looking at the database but have not yet been able to figure out a way to query for all tickets that used a particular article. Is there any way to query for this, or does RT not track this in the DB? Thanks! -- Michelle -------------- next part -------------- An HTML attachment was scrubbed... URL: From christian.cuvelier at attmes.com Thu Mar 11 15:33:09 2010 From: christian.cuvelier at attmes.com (Christian Cuvelier) Date: Thu, 11 Mar 2010 21:33:09 +0100 (CET) Subject: [rt-users] Modification of RT-Extension-SLA Message-ID: <444122931.895840.1268339589467.JavaMail.open-xchange@oxltgw04.schlund.de> Hi there, another question about RT-Extension-SLA. First of all i must tell you that I?m really a starter with Perl. I have to modify the Extension because we need some kind of "floating" SLA. When a ticket arrives before 12.00 am it?s necessary to set SLA to next day 23:59:59, if it arrives later than 12.00 am i need to set it two days later 23:59:59. I used the function SetToMidnight with the due date as Argument. So I?ve tried to get the difference between these two dates, if it is more than 12 hours than the ticket was created later than 12 am, if less, earlier than 12 am. Here?s some code I?ve started with, so maybe you can tell me how I can finish it ?? use strict; use warnings; package RT::Action::SLA_SetFloatingDue; use RT::Date; use Time::Local; use base qw(RT::Action::SLA); =head2 Prepare Checks if the ticket has service level defined. =cut sub Prepare { ??? my $self = shift; ??? unless ( $self->TicketObj->FirstCustomFieldValue('SLA') ) { ??????? $RT::Logger->error('SLA::SetDue scrip has been applied to ticket #' ??????????? . $self->TicketObj->id . ' that has no SLA defined'); ??????? return 0; ??? } ??? return 1; ?} =head2 Commit Set the Due date accordingly to SLA. =cut sub Commit { ??????? my $self = shift; ??????? my $ticket = $self->TicketObj; ??????? my $due=$ticket->DueObj; ??????? my $midnight = RT::Date::SetToMidnight($due); ??????? $midnight = $midnight->Unix; ??????? $due = $due->Unix; ??????? my $diff = RT::Date::Diff($due,$midnight); ??????? $RT::Logger->debug("Midnight" . $midnight); ??????? # This is only for test reasons, later we have to change it to correct settings ??????? return $self->TicketObj->SetDue($due); } 1; ???????????????? And this is the error message : [error]: Scrip Commit 25 died. - Undefined subroutine ?&RT::Action::SLA_SetFloatingDue::Diff called at /opt/rt3/local/plugins/RT-Exten sion-SLA/lib/RT/Action/SLA_SetFloatingDue.pm line 47. ??? ?????????????? -------------- next part -------------- An HTML attachment was scrubbed... URL: From christian.cuvelier at attmes.com Thu Mar 11 15:42:06 2010 From: christian.cuvelier at attmes.com (Christian Cuvelier) Date: Thu, 11 Mar 2010 21:42:06 +0100 (CET) Subject: [rt-users] Asset Tracker Documentation In-Reply-To: <519782dc1003091410n481e8731g412780706d3b4b72@mail.gmail.com> References: <1798425313.761323.1268171658700.JavaMail.open-xchange@oxltgw15.schlund.de> <519782dc1003091410n481e8731g412780706d3b4b72@mail.gmail.com> Message-ID: <1295054559.896097.1268340127054.JavaMail.open-xchange@oxltgw04.schlund.de> Hi Todd, ? thanks a lot for your answer. I need a documentation about the settings and the possibilities to change AssetTracker to fit my needs. ? I tested some things with AssetTypes and found out that it is not possible to generate two entrys with the same name. So i want to have not only one customer use this system, it?s not really good if one customer can see the software/hardware of the other one when i use one AssetType for Software / Hardware Parts. ? Next i search for the possibility to set own statuses and so on and so on. ? Do you have sth for me that can explain that ? ? Christian ? ? Todd Chapman hat am 9. M?rz 2010 um 23:10 geschrieben: > Christian, > > What kind of information are you looking for? > > -Todd > > On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier > wrote: > > Hi everybody, > > > > is there anybody out there who has a documentation for AssetTracker 1.2.4b1 > > ? > > > > I think i need some advise to realize which possiblities AssetTracker > > offers. > > > > Thanks a lot > > > > Christian > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 christian.cuvelier at attmes.com Thu Mar 11 15:48:01 2010 From: christian.cuvelier at attmes.com (Christian Cuvelier) Date: Thu, 11 Mar 2010 21:48:01 +0100 (CET) Subject: [rt-users] GnuPg Message-ID: <631596698.896226.1268340482009.JavaMail.open-xchange@oxltgw04.schlund.de> Hi there, short question, what i have to do to setup GnuPG. Should i generate keys external ? An then where i should copy them? Thanks Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael_ellis at umanitoba.ca Thu Mar 11 15:49:36 2010 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 11 Mar 2010 14:49:36 -0600 Subject: [rt-users] Asset Tracker Documentation In-Reply-To: <1295054559.896097.1268340127054.JavaMail.open-xchange@oxltgw04.schlund.de> References: <1798425313.761323.1268171658700.JavaMail.open-xchange@oxltgw15.schlund.de> <519782dc1003091410n481e8731g412780706d3b4b72@mail.gmail.com> <1295054559.896097.1268340127054.JavaMail.open-xchange@oxltgw04.schlund.de> Message-ID: <4B995760.7030006@umanitoba.ca> Name is the name of the asset, not the user who's assets they are. You can either use a custom field for the asset's user, or do what we did which is uses the Owner field for the user. -Mike Ellis Christian Cuvelier wrote: > > Hi Todd, > > > > thanks a lot for your answer. I need a documentation about the > settings and the possibilities to change AssetTracker to fit my needs. > > > > I tested some things with AssetTypes and found out that it is not > possible to generate two entrys with the same name. So i want to have > not only one customer use this system, it?s not really good if one > customer can see the software/hardware of the other one when i use one > AssetType for Software / Hardware Parts. > > > > Next i search for the possibility to set own statuses and so on and so on. > > > > Do you have sth for me that can explain that ? > > > > Christian > > > > > > Todd Chapman hat am 9. M?rz 2010 um 23:10 geschrieben: > > > Christian, > > > > What kind of information are you looking for? > > > > -Todd > > > > On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier > > wrote: > > > Hi everybody, > > > > > > is there anybody out there who has a documentation for > AssetTracker 1.2.4b1 > > > ? > > > > > > I think i need some advise to realize which possiblities AssetTracker > > > offers. > > > > > > Thanks a lot > > > > > > Christian > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > 2010 RT Training Sessions! > > > San Francisco, CA, USA - Feb 22 & 23 > > > Dublin, Ireland - Mar 15 & 16 > > > Boston, MA, USA - April 5 & 6 > > > Washington DC, USA - Oct 25 & 26 > > > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From christian.cuvelier at attmes.com Thu Mar 11 16:07:44 2010 From: christian.cuvelier at attmes.com (Christian Cuvelier) Date: Thu, 11 Mar 2010 22:07:44 +0100 (CET) Subject: [rt-users] Asset Tracker Documentation In-Reply-To: <4B995760.7030006@umanitoba.ca> References: <1798425313.761323.1268171658700.JavaMail.open-xchange@oxltgw15.schlund.de> <519782dc1003091410n481e8731g412780706d3b4b72@mail.gmail.com> <1295054559.896097.1268340127054.JavaMail.open-xchange@oxltgw04.schlund.de> <4B995760.7030006@umanitoba.ca> Message-ID: <634301836.896801.1268341664797.JavaMail.open-xchange@oxltgw04.schlund.de> Hi Michael, ? So it?s necessary to make a really deep structure , right ? Like this : ? Clients Company 1??????????????????????????????????????? Clients Company 2 ? ???????????????????????????? Software / Parts for all Company?s (Office etc.) ? Software / Parts only for Company1?????????????????????????????? Software/Parts onlys for Company2 (Specials)?????????????????????????????????????????????????????? (Specials) ? . . . . . . ? ? So maybe, if i want to split Software and Hardware in own Asset Types it?s necessary to set up 3 - 4 or more Types for one company ??!! ? Christian ? ? ? ? Michael Ellis hat am 11. M?rz 2010 um 21:49 geschrieben: > Name is the name of the asset, not the user who's assets they are. > > You can either use a custom field for the asset's user, or do what we > did which is uses the Owner field for the user. > > -Mike Ellis > > Christian Cuvelier wrote: > > > > Hi Todd, > > > >? > > > > thanks a lot for your answer. I need a documentation about the > > settings and the possibilities to change AssetTracker to fit my needs. > > > >? > > > > I tested some things with AssetTypes and found out that it is not > > possible to generate two entrys with the same name. So i want to have > > not only one customer use this system, it?s not really good if one > > customer can see the software/hardware of the other one when i use one > > AssetType for Software / Hardware Parts. > > > >? > > > > Next i search for the possibility to set own statuses and so on and so on. > > > >? > > > > Do you have sth for me that can explain that ? > > > >? > > > > Christian > > > >? > > > >? > > > > Todd Chapman hat am 9. M?rz 2010 um 23:10 geschrieben: > > > > > Christian, > > > > > > What kind of information are you looking for? > > > > > > -Todd > > > > > > On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier > > > wrote: > > > > Hi everybody, > > > > > > > > is there anybody out there who has a documentation for > > AssetTracker 1.2.4b1 > > > > ? > > > > > > > > I think i need some advise to realize which possiblities AssetTracker > > > > offers. > > > > > > > > Thanks a lot > > > > > > > > Christian > > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > 2010 RT Training Sessions! > > > > San Francisco, CA, USA - Feb 22 & 23 > > > > Dublin, Ireland - Mar 15 & 16 > > > > Boston, MA, USA - April 5 & 6 > > > > Washington DC, USA - Oct 25 & 26 > > > > > > > > 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 > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 andre.mello at cosol.com.au Thu Mar 11 16:08:04 2010 From: andre.mello at cosol.com.au (Andre Mello) Date: Fri, 12 Mar 2010 07:08:04 +1000 Subject: [rt-users] Bulk load tickets Message-ID: <000001cac15e$f0f4c4a0$d2de4de0$@mello@cosol.com.au> Hi there, I am new to RT and I would like to know if it's possible to bulk load tickets into RT from a source (eg: a csv file)? I currently have some 30 tickets in a Sharepoint List and was wondering if there's a more efficient way of transferring these tickets, other than manually. Many tickets contain attachments. Regards, Andre -------------- next part -------------- An HTML attachment was scrubbed... URL: From sara.kinner at gmail.com Thu Mar 11 16:49:50 2010 From: sara.kinner at gmail.com (Sara Kinner) Date: Thu, 11 Mar 2010 14:49:50 -0700 Subject: [rt-users] Searching By Ticket Number and Merged Tickets Message-ID: Hi: We recently upgraded from RT 3.6.1 to 3.8.6 and have noticed two changes in search behavior. I have spent hours pouring over the wiki, searchable mailing lists archives, and documentation and could find nothing on these two issues. 1 - When you do a simple search by ticket number, instead of just bringing up the ticket display page it brings you to a search page that displays that ticket. 2 - When you merge two tickets together, you can no longer search for the original ticket. For example, if you merge ticket 299 into ticket 250 and then search for 299, no results are found. This is a huge issue because the requestor of 299 may only have that ticket number to give us to find the issue. Previously, if we searched for 299 it brought up ticket 250 which is what I would expect. Are these bugs? Any assistance you can provide would be extremely appreciated! Sara Kinner -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Mar 11 17:01:05 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 11 Mar 2010 17:01:05 -0500 Subject: [rt-users] Searching By Ticket Number and Merged Tickets In-Reply-To: References: Message-ID: > Are these bugs?? Any assistance you can provide would be extremely > appreciated! You appear to have some misconfiguration or inadequate ACLs. Both actions result in the desired behavior on our local 3.8.6 -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Thu Mar 11 17:02:30 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 11 Mar 2010 17:02:30 -0500 Subject: [rt-users] Searching By Ticket Number and Merged Tickets In-Reply-To: References: Message-ID: On Thu, Mar 11, 2010 at 17:01, Jerrad Pierce wrote: >> Are these bugs?? Any assistance you can provide would be extremely >> appreciated! > You appear to have some misconfiguration or inadequate ACLs. > Both actions result in the desired behavior on our local 3.8.6 Also, #2 is a subset of #1. -- Cambridge Energy Alliance: Save money. Save the planet. From sara.kinner at gmail.com Thu Mar 11 17:31:24 2010 From: sara.kinner at gmail.com (Sara Kinner) Date: Thu, 11 Mar 2010 15:31:24 -0700 Subject: [rt-users] Searching By Ticket Number and Merged Tickets In-Reply-To: References: Message-ID: Hi Jerrad: Thank you for your response. Any suggestions on what we can check? We didn't change any search configurations when we upgraded. Sara On Thu, Mar 11, 2010 at 3:02 PM, Jerrad Pierce < jpierce at cambridgeenergyalliance.org> wrote: > On Thu, Mar 11, 2010 at 17:01, Jerrad Pierce > wrote: > >> Are these bugs? Any assistance you can provide would be extremely > >> appreciated! > > You appear to have some misconfiguration or inadequate ACLs. > > Both actions result in the desired behavior on our local 3.8.6 > > Also, #2 is a subset of #1. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Mar 11 17:33:02 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 11 Mar 2010 17:33:02 -0500 Subject: [rt-users] Searching By Ticket Number and Merged Tickets In-Reply-To: References: Message-ID: > Thank you for your response.? Any suggestions on what we can check?? We > didn't change any search configurations when we upgraded. Make sure you applied all of the database upgrades and recheck your ACLs with RightsMatrix? -- Cambridge Energy Alliance: Save money. Save the planet. From michael_ellis at umanitoba.ca Thu Mar 11 18:11:47 2010 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 11 Mar 2010 17:11:47 -0600 Subject: [rt-users] Asset Tracker Documentation In-Reply-To: <634301836.896801.1268341664797.JavaMail.open-xchange@oxltgw04.schlund.de> References: <1798425313.761323.1268171658700.JavaMail.open-xchange@oxltgw15.schlund.de> <519782dc1003091410n481e8731g412780706d3b4b72@mail.gmail.com> <1295054559.896097.1268340127054.JavaMail.open-xchange@oxltgw04.schlund.de> <4B995760.7030006@umanitoba.ca> <634301836.896801.1268341664797.JavaMail.open-xchange@oxltgw04.schlund.de> Message-ID: <4B9978B3.4090308@umanitoba.ca> Well, We only have the one company, so I can't really speak to that. I do set up Library Units and Locations custom fields to track which unit has the asset and where it's located. You shouldn't have to make software, workstation, monitor, printer, etc. for each company. You just make the types. And the a company custom field. If you want to search for software at company1 then you make "type = 'software'" and "Company = 'Company1'" your query. Think tags, not folders. -Mike Christian Cuvelier wrote: > > Hi Michael, > > > > So it?s necessary to make a really deep structure , right ? Like this : > > > > Clients Company 1 Clients Company 2 > > > > Software / Parts for all Company?s > (Office etc.) > > > > Software / Parts only for Company1 > Software/Parts onlys for Company2 > (Specials) > (Specials) > > > > . > > . > > . > > . > > . > > . > > > > > > So maybe, if i want to split Software and Hardware in own Asset Types > it?s necessary to set up 3 - 4 or more Types for one company ??!! > > > > Christian > > > > > > > > > > Michael Ellis hat am 11. M?rz 2010 um > 21:49 geschrieben: > > > Name is the name of the asset, not the user who's assets they are. > > > > You can either use a custom field for the asset's user, or do what we > > did which is uses the Owner field for the user. > > > > -Mike Ellis > > > > Christian Cuvelier wrote: > > > > > > Hi Todd, > > > > > > > > > > > > thanks a lot for your answer. I need a documentation about the > > > settings and the possibilities to change AssetTracker to fit my needs. > > > > > > > > > > > > I tested some things with AssetTypes and found out that it is not > > > possible to generate two entrys with the same name. So i want to have > > > not only one customer use this system, it?s not really good if one > > > customer can see the software/hardware of the other one when i use one > > > AssetType for Software / Hardware Parts. > > > > > > > > > > > > Next i search for the possibility to set own statuses and so on > and so on. > > > > > > > > > > > > Do you have sth for me that can explain that ? > > > > > > > > > > > > Christian > > > > > > > > > > > > > > > > > > Todd Chapman hat am 9. M?rz 2010 um 23:10 > geschrieben: > > > > > > > Christian, > > > > > > > > What kind of information are you looking for? > > > > > > > > -Todd > > > > > > > > On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier > > > > wrote: > > > > > Hi everybody, > > > > > > > > > > is there anybody out there who has a documentation for > > > AssetTracker 1.2.4b1 > > > > > ? > > > > > > > > > > I think i need some advise to realize which possiblities > AssetTracker > > > > > offers. > > > > > > > > > > Thanks a lot > > > > > > > > > > Christian > > > > > > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > 2010 RT Training Sessions! > > > > > San Francisco, CA, USA - Feb 22 & 23 > > > > > Dublin, Ireland - Mar 15 & 16 > > > > > Boston, MA, USA - April 5 & 6 > > > > > Washington DC, USA - Oct 25 & 26 > > > > > > > > > > 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 > > > > > > 2010 RT Training Sessions! > > > San Francisco, CA, USA - Feb 22 & 23 > > > Dublin, Ireland - Mar 15 & 16 > > > Boston, MA, USA - April 5 & 6 > > > Washington DC, USA - Oct 25 & 26 > > > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 Mar 11 18:43:37 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 11 Mar 2010 15:43:37 -0800 Subject: [rt-users] Problem with Reminders Due date Message-ID: To list, I'm on 3.8.7 and just noticed that when I select a due date for a reminder (either entering directly or using the "calendar") it always ends up as 30-Nov-1999. I also noticed that when I resolve the ticket, the reminder stays open. Has anyone else noticed this? Does anyone have a fix or have I set something wrong? Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From dan.shoop at usts.com Thu Mar 11 20:35:03 2010 From: dan.shoop at usts.com (Dan Shoop) Date: Thu, 11 Mar 2010 20:35:03 -0500 Subject: [rt-users] Bulk load tickets In-Reply-To: <000001cac15e$f0f4c4a0$d2de4de0$@mello@cosol.com.au> References: <000001cac15e$f0f4c4a0$d2de4de0$@mello@cosol.com.au> Message-ID: <7D798905-171D-4DE4-8E55-400D9CCDF9EF@usts.com> On Mar 11, 2010, at 4:08 PM, Andre Mello wrote: > Hi there, > > I am new to RT and I would like to know if it?s possible to bulk load tickets into RT from a source (eg: a csv file)? I currently have some 30 tickets in a Sharepoint List and was wondering if there?s a more efficient way of transferring these tickets, other than manually. Many tickets contain attachments. When we need to do this we write some perl code that reads Excel files using Spreadsheet::ParseExcel (if you have csv you won't need this, you can just split) and then use the RT::Client::REST module to create the ticket. AFAIK this module doesn't let you attach to a ticket, but the CLI for RT, which can easily be scripted [also within perl] can attach files. Using the CLI would be another way to script this without using the RT::Client::REST module. We use these techniques to import several hundred tickets daily and have used it to load in whole legacy systems from spreadsheet files. -d ------------------------------------------------------------------------ Dan Shoop Computer Scientist U.S. Technical Services dan.shoop at usts.com GoogleVoice ............... 1-646-402-5293 * Nextel .................... 1-714-363-1174 Operations TOC (24/7) ..... 1-866-901-USTS USTS Offices .............. 1-714-374-6300 For immediate response or urgent matters please speak to the Duty Officer at the USTS Tactical Operations Center (above) -------------- next part -------------- An HTML attachment was scrubbed... URL: From andre.mello at cosol.com.au Thu Mar 11 23:03:42 2010 From: andre.mello at cosol.com.au (Andre Mello) Date: Fri, 12 Mar 2010 14:03:42 +1000 Subject: [rt-users] RT Self Service Message-ID: <001001cac199$01527a60$03f76f20$@mello@cosol.com.au> Hi there, I have 3 questions that I hope someone can help me with: 1) I have a non privileged user and have raised 2 tickets as that user from the RT Self Service web page. However I cannot see the tickets in either "Open Tickets" or "Closed Tickets" in the RT Self Service web page. What do I need to do to have these 2 tickets show in the "Open Tickets" or "Closed Tickets" sections? The non privileged user can search for the tickets though, but that's not how it should be... 2) Also, once the ticket is raised, how can the non privileged user add more comments or attachments to their tickets in the RT Self Service web page? 3) When I log in as a privileged user to RT, I can see the queue that I setup and I can click on the "new" or "open" links in the queue. Is there a way I can add other status (for example: "resolved")? Thank you in advance, Andre -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Fri Mar 12 03:43:07 2010 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 12 Mar 2010 08:43:07 +0000 Subject: [rt-users] Filling in custom fields from LDAP In-Reply-To: <4B99361B.5070908@kickflop.net> References: <4B99361B.5070908@kickflop.net> Message-ID: <4B99FE9B.902@jennic.com> Jeff Blaine wrote: > I'm looking to fill in custom fields with data retrieved > from an LDAP server. > > That is, someone with permission to modify an existing > ticket will enter some data into a custom field, then > save the modification. At save time, the code will > use that custom field to populate another custom field > with LDAP query results. > > Would this best be done as a plugin? A Scrip? Other? You will need a scrip to do it. I'm not aware of any plugin currently available that could do it for you. The basics of the scrip shouldn't be too hard, but you're going to need to set up an LDAP connection, do a valid search, parse the results save the results etc. There is LDAP code for RT in the ExternalAuth plugin that may be useful for copying and pasting, but I don't envy you your task. -- 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 Avenger1 at atlas.sk Fri Mar 12 08:55:06 2010 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Fri, 12 Mar 2010 05:55:06 -0800 (PST) Subject: [rt-users] Creating Child/Parent tickets with content (text) from original ticket Message-ID: <27874745.post@talk.nabble.com> Hello We have a question. Some of our teams are creating parents or child tickets for other teams. But they want to have in these new tickets the content of the 1st ticket. Currently, when they create new ticket, there is nothing from the previous one, only relation. So they have to copy&paste the contect from 1st ticket, paste it to this, and then save new child/parent ticket. Is there some way, that when someone click on create new child/parent ticket, that the contect from original ticket will be automatically put into this ticket ? The request is for basic contect of original ticket, the email which has created new ticket. Not the comments which are added after into the ticket. Thanks Miroslav -- View this message in context: http://old.nabble.com/Creating-Child-Parent-tickets-with-content-%28text%29-from-original-ticket-tp27874745p27874745.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From michael_ellis at umanitoba.ca Fri Mar 12 11:18:44 2010 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Fri, 12 Mar 2010 10:18:44 -0600 Subject: [rt-users] Filling in custom fields from LDAP In-Reply-To: <4B99FE9B.902@jennic.com> References: <4B99361B.5070908@kickflop.net> <4B99FE9B.902@jennic.com> Message-ID: <4B9A6964.1010605@umanitoba.ca> There's actually an example of how to do just this in the book. Here's mine: my $email = ($self->TicketObj->RequestorAddresses)[0]; my $ldap = Net::LDAP->new( 'ldap.somewhere.com' ); $ldap->bind; my $msg = $ldap->search( base => 'o=XXXXXXXXXX,c=YY', filter => "(mail=$email)", ); my $entry = $msg->entry(0); my $phone= $entry->get_value('telephoneNumber'); my $cf = RT::CustomField->new( $RT::SystemUser ); $cf->LoadByName( Name => 'RequestorPhone' ); $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => $phone, RecordTransaction => 0); return 1; -Mike Mike Peachey wrote: > Jeff Blaine wrote: > >> I'm looking to fill in custom fields with data retrieved >> from an LDAP server. >> >> That is, someone with permission to modify an existing >> ticket will enter some data into a custom field, then >> save the modification. At save time, the code will >> use that custom field to populate another custom field >> with LDAP query results. >> >> Would this best be done as a plugin? A Scrip? Other? >> > > You will need a scrip to do it. I'm not aware of any plugin currently > available that could do it for you. > > The basics of the scrip shouldn't be too hard, but you're going to need > to set up an LDAP connection, do a valid search, parse the results save > the results etc. There is LDAP code for RT in the ExternalAuth plugin > that may be useful for copying and pasting, but I don't envy you your task. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Mar 12 12:45:34 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Fri, 12 Mar 2010 18:45:34 +0100 Subject: [rt-users] Creating Child/Parent tickets with content (text) from original ticket Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F936BE@w3hamboex11.ger.win.int.kn> Search at bps github for cloneticketwithcontent, this is what you are looking for! ----- Originalnachricht ----- Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Fri Mar 12 14:55:06 2010 Betreff: [rt-users] Creating Child/Parent tickets with content (text) from original ticket Hello We have a question. Some of our teams are creating parents or child tickets for other teams. But they want to have in these new tickets the content of the 1st ticket. Currently, when they create new ticket, there is nothing from the previous one, only relation. So they have to copy&paste the contect from 1st ticket, paste it to this, and then save new child/parent ticket. Is there some way, that when someone click on create new child/parent ticket, that the contect from original ticket will be automatically put into this ticket ? The request is for basic contect of original ticket, the email which has created new ticket. Not the comments which are added after into the ticket. Thanks Miroslav -- View this message in context: http://old.nabble.com/Creating-Child-Parent-tickets-with-content-%28text%29-from-original-ticket-tp27874745p27874745.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 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 ktm at rice.edu Fri Mar 12 13:12:02 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 12 Mar 2010 12:12:02 -0600 Subject: [rt-users] Creating Child/Parent tickets with content (text) from original ticket In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F936BE@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F936BE@w3hamboex11.ger.win.int.kn> Message-ID: <20100312181202.GJ29320@it.is.rice.edu> I could not find anything using the Search box. You do not happen to have the actual URL? Cheers, Ken On Fri, Mar 12, 2010 at 06:45:34PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Search at bps github for cloneticketwithcontent, this is what you are looking for! > > ----- Originalnachricht ----- > Von: rt-users-bounces at lists.bestpractical.com > An: rt-users at lists.bestpractical.com > Gesendet: Fri Mar 12 14:55:06 2010 > Betreff: [rt-users] Creating Child/Parent tickets with content (text) from original ticket > > > Hello > > We have a question. Some of our teams are creating parents or child tickets > for other teams. But they want to have in these new tickets the content of > the 1st ticket. > > Currently, when they create new ticket, there is nothing from the previous > one, only relation. So they have to copy&paste the contect from 1st ticket, > paste it to this, and then save new child/parent ticket. > > Is there some way, that when someone click on create new child/parent > ticket, that the contect from original ticket will be automatically put into > this ticket ? > > The request is for basic contect of original ticket, the email which has > created new ticket. Not the comments which are added after into the ticket. > > Thanks > > Miroslav > -- > View this message in context: http://old.nabble.com/Creating-Child-Parent-tickets-with-content-%28text%29-from-original-ticket-tp27874745p27874745.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett??, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 Mar 12 13:18:54 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 12 Mar 2010 12:18:54 -0600 Subject: [rt-users] Creating Child/Parent tickets with content (text) from original ticket In-Reply-To: <20100312181202.GJ29320@it.is.rice.edu> References: <16426EA38D57E74CB1DE5A6AE1DB0394F936BE@w3hamboex11.ger.win.int.kn> <20100312181202.GJ29320@it.is.rice.edu> Message-ID: <20100312181854.GK29320@it.is.rice.edu> Okay, I found it under rt-extension-cloneticket-withdata. Thank you for the hint. Cheers, Ken On Fri, Mar 12, 2010 at 12:12:02PM -0600, Kenneth Marshall wrote: > I could not find anything using the Search box. You do not happen > to have the actual URL? > > Cheers, > Ken > > On Fri, Mar 12, 2010 at 06:45:34PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > > Search at bps github for cloneticketwithcontent, this is what you are looking for! > > > > ----- Originalnachricht ----- > > Von: rt-users-bounces at lists.bestpractical.com > > An: rt-users at lists.bestpractical.com > > Gesendet: Fri Mar 12 14:55:06 2010 > > Betreff: [rt-users] Creating Child/Parent tickets with content (text) from original ticket > > > > > > Hello > > > > We have a question. Some of our teams are creating parents or child tickets > > for other teams. But they want to have in these new tickets the content of > > the 1st ticket. > > > > Currently, when they create new ticket, there is nothing from the previous > > one, only relation. So they have to copy&paste the contect from 1st ticket, > > paste it to this, and then save new child/parent ticket. > > > > Is there some way, that when someone click on create new child/parent > > ticket, that the contect from original ticket will be automatically put into > > this ticket ? > > > > The request is for basic contect of original ticket, the email which has > > created new ticket. Not the comments which are added after into the ticket. > > > > Thanks > > > > Miroslav > > -- > > View this message in context: http://old.nabble.com/Creating-Child-Parent-tickets-with-content-%28text%29-from-original-ticket-tp27874745p27874745.html > > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > > > > Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett??, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kirby at umbc.edu Fri Mar 12 14:01:43 2010 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 12 Mar 2010 14:01:43 -0500 Subject: [rt-users] Date Validation for a Custom Field Message-ID: <892385B7-330A-42F7-A12E-95A7946DCC36@umbc.edu> Currently RT Custom fields offer Mandatory, Digits, Year I would like to create a CF which require date validation and always ensures formatting (mm/dd/yyyy) Is this something that must be done at the Perl level or can it be done via online RT config CF management? TIA Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From torsten.brumm at Kuehne-Nagel.com Fri Mar 12 15:00:23 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Fri, 12 Mar 2010 21:00:23 +0100 Subject: [rt-users] Date Validation for a Custom Field Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F936BF@w3hamboex11.ger.win.int.kn> You can do this via reg exp! Torsten ----- Originalnachricht ----- Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Fri Mar 12 20:01:43 2010 Betreff: [rt-users] Date Validation for a Custom Field Currently RT Custom fields offer Mandatory, Digits, Year I would like to create a CF which require date validation and always ensures formatting (mm/dd/yyyy) Is this something that must be done at the Perl level or can it be done via online RT config CF management? TIA Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 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 jpierce at cambridgeenergyalliance.org Fri Mar 12 15:12:57 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 12 Mar 2010 15:12:57 -0500 Subject: [rt-users] Date Validation for a Custom Field In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F936BF@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F936BF@w3hamboex11.ger.win.int.kn> Message-ID: On Fri, Mar 12, 2010 at 15:00, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > You can do this via reg exp! You can do formatting, but not validation without some extended/experimental RE features resulting in a hairy expression. 02/31/2010 anyone? -- Cambridge Energy Alliance: Save money. Save the planet. From smithj4 at bnl.gov Fri Mar 12 15:13:31 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Fri, 12 Mar 2010 15:13:31 -0500 Subject: [rt-users] Change queue with a scrip before ticket creation. In-Reply-To: <1268168359.23380.57.camel@smith.racf.bnl.gov> References: <1267571186.8463.17.camel@smith.racf.bnl.gov> <589c94401003021516u4d4c5931t8d825978adea00ae@mail.gmail.com> <1267574029.8463.44.camel@smith.racf.bnl.gov> <589c94401003021646u748c0bfh7873bf0a9663a773@mail.gmail.com> <1267578774.7662.19.camel@jazbo.dyndns.org> <1268076541.23380.15.camel@smith.racf.bnl.gov> <1268168359.23380.57.camel@smith.racf.bnl.gov> Message-ID: <1268424811.12303.144.camel@smith.racf.bnl.gov> On Tue, 2010-03-09 at 15:59 -0500, Jason A. Smith wrote: > On Mon, 2010-03-08 at 14:29 -0500, Jason A. Smith wrote: > > > > I am trying to get the scrip to not notify anyone when the ticket is > > automatically moved to a different queue, which is easy, but if the > > ticket is not moved, it should notify the AdminCcs, just like normal. > > What code in a Scrip will duplicate that default notify action? > > I tried looking through the RT code to see if I could duplicate the > built-in notify admincc action, and came up with this custom action prep > scrip: > > my $ScripActionObj = $self->ScripActionObj; > $ScripActionObj->Load('Notify', $self->TemplateObj->Id); > $ScripActionObj->SetExecModule('Notify'); > $ScripActionObj->SetArgument('AdminCc'); > $ScripActionObj->LoadAction(TransactionObj => $self->TransactionObj, > TicketObj => $self->TicketObj); > return($ScripActionObj->Prepare); > > but it doesn't work right. Okay, I think I found my mistake. I was missing an argument when calling LoadAction: ScripObj => $self->ScripObj After adding that, it seems to work right. Is this the right way to replicate the built-in "Notify AdminCcs" Action with your own custom scrip action? ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From famaia at gmail.com Fri Mar 12 15:51:12 2010 From: famaia at gmail.com (Francisco Maia) Date: Fri, 12 Mar 2010 20:51:12 +0000 Subject: [rt-users] Running PHP in the RT folder Message-ID: Hi, I am trying to build some PHP scripts to show some content in the "Include Page" of the Custom Fields. What do I need to change on the apache configuration files to have a /php folder with PHP scripts? Best Regards, Francisco Maia From elacour at easter-eggs.com Fri Mar 12 18:11:38 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 13 Mar 2010 00:11:38 +0100 Subject: [rt-users] Date Validation for a Custom Field In-Reply-To: <892385B7-330A-42F7-A12E-95A7946DCC36@umbc.edu> References: <892385B7-330A-42F7-A12E-95A7946DCC36@umbc.edu> Message-ID: <20100312231138.GA11167@easter-eggs.com> On Fri, Mar 12, 2010 at 02:01:43PM -0500, Joe Kirby wrote: > Currently RT Custom fields offer Mandatory, Digits, Year > > I would like to create a CF which require date validation and always > ensures formatting (mm/dd/yyyy) > > Is this something that must be done at the Perl level or can it be > done via online RT config CF management? > You can also patch to have support for Date Customfields (with working search like other RT date fields): http://rt3.fsck.com/Ticket/Display.html?id=8721&user=guest&pass=guest From todd at chaka.net Sun Mar 14 16:14:00 2010 From: todd at chaka.net (Todd Chapman) Date: Sun, 14 Mar 2010 15:14:00 -0500 Subject: [rt-users] RT Rights Bug? Message-ID: <519782dc1003141314pb93f5bawc5017a9b0da004f6@mail.gmail.com> In Principal::HasRight unshift @{ $args{'EquivObjects'} }, $RT::System unless $self->can('_IsOverrideGlobalACL') && $self->_IsOverrideGlobalACL( $args{'Object'} ); Shouldn't _IsOverrideGlobalACL be checked on $args{Object} instead of $self? RT is conferring SuperUser rights for AssetTracker rights when I don't want it to. From jesse at bestpractical.com Sun Mar 14 16:44:59 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 14 Mar 2010 16:44:59 -0400 Subject: [rt-users] RT Rights Bug? In-Reply-To: <519782dc1003141314pb93f5bawc5017a9b0da004f6@mail.gmail.com> References: <519782dc1003141314pb93f5bawc5017a9b0da004f6@mail.gmail.com> Message-ID: <20100314204459.GC25067@bestpractical.com> On Sun, Mar 14, 2010 at 03:14:00PM -0500, Todd Chapman wrote: > In Principal::HasRight > > unshift @{ $args{'EquivObjects'} }, $RT::System > unless $self->can('_IsOverrideGlobalACL') > && $self->_IsOverrideGlobalACL( $args{'Object'} ); > > > Shouldn't _IsOverrideGlobalACL be checked on $args{Object} instead of $self? > Nope. It was a hook to let sites make global ACL overrides per user based on some external criterion. From howie at thingy.com Mon Mar 15 09:31:26 2010 From: howie at thingy.com (Howard Jones) Date: Mon, 15 Mar 2010 13:31:26 +0000 Subject: [rt-users] rt-shredder Users plugin deletes tickets? In-Reply-To: <4B9669FF.3010003@thingy.com> References: <4B9669FF.3010003@thingy.com> Message-ID: <4B9E36AE.9050803@thingy.com> Howard Jones wrote: > Why does the Users plugin delete tickets? Surely it should only be > deleting users that have no tickets (no_tickets, true)? > Is anyone else successfully using RT-Shredder to remove redundant users? What incantation are you using that doesn't also delete tickets? Cheers, Howie From polloxx at gmail.com Mon Mar 15 10:25:46 2010 From: polloxx at gmail.com (polloxx) Date: Mon, 15 Mar 2010 15:25:46 +0100 Subject: [rt-users] CommandByMail Message-ID: When I try to install RT::Extension::CommandByMail on a Denian Lenny running Postfix I get the following error: cpan[2]> install RT::Extension::CommandByMail Running install for module 'RT::Extension::CommandByMail' Running make for F/FA/FALCONE/RT-Extension-CommandByMail-0.07.tar.gz Has already been unwrapped into directory /root/.cpan/build/RT-Extension-CommandByMail-0.07-uY_a7u Has already been made Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t t/01.internals.t t/02.create.t t/03.update.t t/04.send.t t/pod-coverage.t t/pod.t t/00.load.t ....... 2/5 # Testing RT::Extension::CommandByMail 0.07 t/00.load.t ....... ok t/01.internals.t .. ok t/02.create.t ..... 1/140 Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/1NlrEjisvS' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error # Failed test 'created ticket' # at t/02.create.t line 22. [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in pattern match (m//) at /opt/rt3/lib/RT/Ticket_Overlay.pm line 158. (/opt/rt3/lib/RT/Ticket_Overlay.pm:158) [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt3/lib/RT/Ticket_Overlay.pm line 179. (/opt/rt3/lib/RT/Ticket_Overlay.pm:179) Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/uZFQegPJg2' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error and so on.... What am I doing wrong? RT version is 3.8.7 Thanks, P. From Vitaly.Tskhovrebov at exigenservices.com Mon Mar 15 12:20:45 2010 From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov) Date: Mon, 15 Mar 2010 19:20:45 +0300 Subject: [rt-users] Centos 5.4 + FCGI + Unicode in messages = Failure Message-ID: Hi. I have some curious situation here. If I install RT-3.8.7 from the box on default Ubuntu installation then Unicode works very good. But if I use gentoo 10.1 or centos 5.4 (with enabled Unicode support), then I can't create or list a ticket with Unicode characters with that Error: Wide character in FCGI::Stream::PRINT at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 105. Can you please help me with that? MySQL 5.0.77, 5.0.84, 5.1 Perl 5.8.8, 5.10.1 Here's other configuration options: Perl v5.8.8 under linux Apache::Session v1.88; Apache::Session::Generate::MD5 v2.12; Apache::Session::Lock::MySQL v1.01; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.07; bytes v1.02; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.04; CGI v3.49; CGI::Cookie v1.29; CGI::Fast v1.08; CGI::Util v3.48; Class::Accessor v0.34; Class::Accessor::Fast v0.34; Class::Container v0.12; Class::Data::Inheritable v0.08; Class::Inspector v1.24; Class::ISA v0.33; Class::ReturnValue v0.55; Clone v0.31; constant v1.05; CSS::Squish v0.09; Cwd v3.31; Data::Dumper v2.125; Date::Format v2.24; Date::Parse v2.30; DateTime v0.54; DateTime::Duration v0.54; DateTime::Helpers v0.54; DateTime::Infinite v0.54; DateTime::Locale v0.44; DateTime::TimeZone v1.13; DateTime::TimeZone::Floating v0.01; DateTime::TimeZone::Local v0.01; DateTime::TimeZone::OffsetOnly v0.02; DateTime::TimeZone::UTC v0.01; DBD::mysql v4.012; DBI v1.609; DBIx::SearchBuilder v1.56; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.22; Devel::StackTraceFrame v1.22; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Email::Address v1.889; Encode v2.39; Encode::Alias v2.12; Encode::Config v2.05; Encode::Encoding v2.05; Errno v1.0901; Exception::Class v1.29; Exception::Class::Base v1.20; Exporter v5.58; Exporter::Heavy v5.58; FCGI v0.69; Fcntl v1.05; File::Basename v2.74; File::Glob v1.05; File::Path v1.08; File::ShareDir v1.01; File::Spec v3.31; File::Spec::Unix v3.3; File::Temp v0.22; FileHandle v2.01; FindBin v1.47; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.44; HTML::Mason::CGIHandler v1.00; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.55; HTML::Scrubber v0.08; HTML::Tagset v3.10; HTML::TreeBuilder v3.23; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.22; IO::File v1.13; IO::Handle v1.25; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; List::MoreUtils v0.22; List::Util v1.23; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.79; Locale::Maketext::Lexicon::Gettext v0.17; Log::Any v0.11; Log::Dispatch v2.26; Log::Dispatch::Base v2.26; Log::Dispatch::Output v2.26; Log::Dispatch::Screen v2.26; Log::Dispatch::Syslog v2.26; Mail::Address v2.06; Mail::Field v2.06; Mail::Field::AddrList v2.06; Mail::Field::Date v2.06; Mail::Field::Generic v2.06; Mail::Header v2.06; Mail::Internet v2.06; Mail::Mailer v2.06; Mail::Util v2.06; MIME::Base64 v3.07; MIME::Body v5.427; MIME::Decoder v5.427; MIME::Decoder::NBit v5.427; MIME::Entity v5.427; MIME::Field::ContDisp v5.427; MIME::Field::ConTraEnc v5.427; MIME::Field::ContType v5.427; MIME::Field::ParamVal v5.427; MIME::Head v5.427; MIME::Parser v5.427; MIME::QuotedPrint v3.07; MIME::Tools v5.427; MIME::Words v5.427; Module::Versions::Report v1.06; overload v1.04; Params::Util v1.00; Params::Validate v0.95; PerlIO v1.04; PerlIO::scalar v0.04; POSIX v1.09; re v0.05; Regexp::Common v2010010201; Regexp::Common::delimited v2010010201; RT v3.8.7; RT::Interface::Email v2; RT::Interface::Web::Request v0.30; Scalar::Util v1.23; SelectSaver v1.01; Socket v1.78; Storable v2.15; strict v1.03; Symbol v1.06; Sys::Syslog v0.27; Text::Template v1.45; Text::Wrapper v1.02; Time::HiRes v1.9717; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.24; UNIVERSAL v1.01; UNIVERSAL::require v0.13; URI v1.35; URI::Escape v3.28; URI::file v4.19; utf8 v1.06; vars v1.01; warnings v1.05; warnings::register v1.01; XSLoader v0.10; RT Config ActiveStatus new, open, stalled core config Active_MakeClicky core config AmbiguousDayInFuture 0 core config AmbiguousDayInPast 0 core config ApprovalRejectionNotes 1 core config AutoLogoff 0 core config CanonicalizeOnCreate 0 core config CanonicalizeRedirectURLs 0 core config CommentAddress core config CorrespondAddress core config CustomFieldValuesSources core config DashboardAddress core config DashboardSubject %s Dashboard: %s core config DatabaseHost localhost core config DatabaseName rt3 core config DatabasePassword Password not printed core config DatabasePort core config DatabaseRTHost localhost core config DatabaseType mysql core config DatabaseUser rt_user core config DateDayBeforeMonth 1 core config DateTimeFormat DefaultFormat core config DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' core config DefaultSelfServiceSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, Requestors, OwnerName core config DefaultSummaryRows 10 core config DefaultTimeUnitsToHours 0 core config DevelMode 0 core config DisableGD 1 core config DisableGraphViz 1 core config EmailFrequency Individual messages core config EmailInputEncodings utf-8, iso-8859-1, us-ascii core config EmailOutputEncoding utf-8 core config EnableReminders 1 core config ExtractSubjectTagMatch Regexp core config ExtractSubjectTagNoMatch Regexp core config ForwardFromUser 0 core config FriendlyFromLineFormat "%s via RT" <%s> core config FriendlyToLineFormat "%s of example.com Ticket #%s":; core config GnuPG RejectOnBadData, 1, Enable, 0, RejectOnMissingPrivateKey, 1, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC core config GnuPGOptions homedir, /opt/rt3/var/data/gpg core config HomePageRefreshInterval 0 core config HomepageComponents QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage, Dashboards core config InactiveStatus resolved, rejected, deleted core config LexiconLanguages * core config LinkTransactionsRun1Scrip 0 core config LogDir /opt/rt3/var/log core config LogStackTraces core config LogToFileNamed rt.log core config LogToScreen info core config LogToSyslog info core config LogToSyslogConf core config LogoURL /NoAuth/images/bplogo.gif core config LoopsToRTOwner 1 core config MailCommand sendmailpipe core config MailParams core config MasonParameters core config MaxAttachmentSize 10000000 core config MaxInlineBody 12000 core config MessageBoxHeight 15 core config MessageBoxIncludeSignature 1 core config MessageBoxRichText 1 core config MessageBoxRichTextHeight 200 core config MessageBoxWidth 72 core config MessageBoxWrap HARD core config MinimumPasswordLength 5 core config NetServerOptions core config NotifyActor 0 core config OldestTransactionsFirst 1 core config Organization example.com core config OverrideOutgoingMailFrom core config OwnerEmail root core config PlainTextMono 0 core config PlainTextPre 0 core config Plugins core config PreviewScripMessages 0 core config RTAddressRegexp ^rt\@example.com$ core config RecordOutgoingEmail 1 core config RedistributeAutoGeneratedMessages privileged core config SMTPDebug 0 core config SearchResultsRefreshInterval 0 core config SelfServiceRegex Regexp core config SendmailArguments -oi -t core config SendmailBounceArguments -f "<>" core config SendmailPath /usr/sbin/sendmail core config SetOutgoingMailFrom 0 core config ShowBccHeader 0 core config ShowTransactionImages 1 core config ShowUnreadMessageNotifications 1 core config StandaloneMaxServers 1 core config StandaloneMaxSpareServers 0 core config StandaloneMinServers 1 core config StandaloneMinSpareServers 0 core config StrictLinkACL 1 core config Timezone US/Eastern core config UseFriendlyFromLine 1 core config UseFriendlyToLine 0 core config UseTransactionBatch 1 core config UsernameFormat concise core config WebBaseURL http://localhost core config WebDefaultStylesheet web2 core config WebDomain localhost core config WebExternalAuthContinuous 1 core config WebFlushDbCacheEveryRequest 1 core config WebImagesURL /NoAuth/images/ core config WebNoAuthRegex Regexp core config WebPath core config WebPort 80 core config WebSecureCookies 0 core config WebURL http://localhost/ core config WikiImplicitLinks 0 core config rtname example.com site config RT Variables RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::EtcPath /opt/rt3/etc RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalLibPath /opt/rt3/local/lib RT::LocalPath /opt/rt3/local RT::LocalPluginPath /opt/rt3/local/plugins RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::PluginPath /opt/rt3/plugins RT::SbinPath /opt/rt3/sbin RT::VERSION 3.8.7 RT::VarPath /opt/rt3/var RT Size Tickets 1 Queues 2 Transactions 28 Groups 22 Privileged Users 1 Unprivileged Users 2 Perl configuration Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=linux, osvers=2.6.18-53.el5, archname=x86_64-linux-thread-multi uname='linux builder10.centos.org 2.6.18-53.el5 #1 smp mon nov 12 02:14:55 est 2007 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -Dversion=5.8.8 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Dprivlib=/usr/lib/perl5/5.8.8 -Dsitelib=/usr/lib/perl5/site_perl/5.8.8 -Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.8 -Darchlib=/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi -Dsitearch=/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi -Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi -Darchname=x86_64-linux-thread-multi -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dinc_version_list=5.8.7 5.8.6 5.8.5 -Dscriptdir=/usr/bin' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=define use64bitall=define uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='4.1.2 20080704 (Red Hat 4.1.2-46)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags ='' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.5' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic' Perl Include Paths (@INC) /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 From rfh at vialtus.com Mon Mar 15 13:30:24 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 15 Mar 2010 17:30:24 +0000 Subject: [rt-users] Queue Subject Tag Message-ID: <4B9E6EB0.30903@vialtus.com> Hi; rt-3.8.7 When listing the queues in /Admin/Queues/index.html I would also like to include the SubjectTag , is this possible ?? Looking through the code and database it seems the queue subject tag is an Attribute entry with the Queue id and the Tag encrypted (hashed) within the Content field.(which is not a good way of doing things to be honest). Is there a clean way to extract these, so it can be listed and/or searched on ?? If not is there a field that I can tinker with (for example Attribute.Description) so I can include queue id and Tag without breaking this function?? Any help would be appreciated? Regards; Roy From rfh at vialtus.com Mon Mar 15 14:50:10 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 15 Mar 2010 18:50:10 +0000 Subject: [rt-users] Queue Subject Tag In-Reply-To: <4B9E6EB0.30903@vialtus.com> References: <4B9E6EB0.30903@vialtus.com> Message-ID: <4B9E8162.9010506@vialtus.com> Just got told of by Jesse for sending to both users/devel lists so apologies for the duplicate email. In case anyone interested I have solved the problem by adding: SubjectTag => { title => 'SubjectTag', # loc value => sub { return $_[0]->SubjectTag() }, }, to my $COLUMN_MAP = { in Elements/RT__Queue/ColumnMap Regards; Roy Raed El-Hames wrote: > Hi; > > rt-3.8.7 > When listing the queues in /Admin/Queues/index.html I would also like to > include the SubjectTag , is this possible ?? > Looking through the code and database it seems the queue subject tag is > an Attribute entry with the Queue id and the Tag encrypted (hashed) > within the Content field.(which is not a good way of doing things to be > honest). > Is there a clean way to extract these, so it can be listed and/or > searched on ?? If not is there a field that I can tinker with (for > example Attribute.Description) so I can include queue id and Tag without > breaking this function?? > > Any help would be appreciated? > > Regards; > > Roy > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruslan.zakirov at gmail.com Mon Mar 15 14:51:05 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 15 Mar 2010 21:51:05 +0300 Subject: [rt-users] Centos 5.4 + FCGI + Unicode in messages = Failure In-Reply-To: References: Message-ID: <589c94401003151151y56dfcfb4qe351a6151c8daa2f@mail.gmail.com> Hello Vitaly. Downgrade FCGI module to version 0.68. On Mon, Mar 15, 2010 at 7:20 PM, Vitaly Tskhovrebov wrote: > Hi. > > I have some curious situation here. > > If I install RT-3.8.7 from the box on default Ubuntu installation then Unicode works very good. But if I use gentoo 10.1 or centos 5.4 (with enabled Unicode support), then I can't create or list a ticket with Unicode characters with that Error: Wide character in FCGI::Stream::PRINT at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 105. Can you please help me with that? > > MySQL 5.0.77, 5.0.84, 5.1 > Perl 5.8.8, 5.10.1 > > Here's other configuration options: [snip] -- Best regards, Ruslan. From Vitaly.Tskhovrebov at exigenservices.com Tue Mar 16 05:02:58 2010 From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov) Date: Tue, 16 Mar 2010 12:02:58 +0300 Subject: [rt-users] Centos 5.4 + FCGI + Unicode in messages = Failure In-Reply-To: <589c94401003151151y56dfcfb4qe351a6151c8daa2f@mail.gmail.com> References: <589c94401003151151y56dfcfb4qe351a6151c8daa2f@mail.gmail.com> Message-ID: Yes, this worked. Thanks a lot. -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: 15 ????? 2010 ?. 21:51 To: Vitaly Tskhovrebov Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Centos 5.4 + FCGI + Unicode in messages = Failure Hello Vitaly. Downgrade FCGI module to version 0.68. On Mon, Mar 15, 2010 at 7:20 PM, Vitaly Tskhovrebov wrote: > Hi. > > I have some curious situation here. > > If I install RT-3.8.7 from the box on default Ubuntu installation then Unicode works very good. But if I use gentoo 10.1 or centos 5.4 (with enabled Unicode support), then I can't create or list a ticket with Unicode characters with that Error: Wide character in FCGI::Stream::PRINT at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 105. Can you please help me with that? > > MySQL 5.0.77, 5.0.84, 5.1 > Perl 5.8.8, 5.10.1 > > Here's other configuration options: [snip] -- Best regards, Ruslan. From garphy at zone84.net Tue Mar 16 06:23:13 2010 From: garphy at zone84.net (Simon Morvan) Date: Tue, 16 Mar 2010 11:23:13 +0100 Subject: [rt-users] Retain Cc and Bcc's for teh whole ticket thread. In-Reply-To: <4B44D2C5.3020807@lbl.gov> References: <003d01ca8a25$d190a0e0$74b1e2a0$%r@glowtouch.com> <20100104200042.GG3556@jibsheet.com> <4B44D2C5.3020807@lbl.gov> Message-ID: <4B9F5C11.3090807@zone84.net> I apologize for responding to an old thread but I can't find the global option mentioned in your message. Can you lighten this ? Thanks ! -- Simon. On 06/01/2010 19:13, Ken Crocker wrote: > Manohar, > > Essentially, if the CC'c and Bcc's are in the ticket as watchers, they > will be retained and will have access (SeeOutgoingEmail) to the > thread. RT has an option for making sure all CC's and Bcc's are > retained on the ticket when it is created. However, that is a Global > option. > We found that to be a bit limiting, as some of our Queue Managers did > not like this. So, we created a scrip that could be applied on a > Queue-by-Queue basis that puts all initial CC's on a ticket and adds > any non-redundant CC's as the ticket handles more mail. It is in the > RT Wiki. You might want to look at it. I don't remember if we > specifically addressed Bcc's, but you could use that code as a model > and develop your own for this purpose. > > Hope this helps. > > Kenn > LBNL > > On 1/4/2010 12:00 PM, Kevin Falcone wrote: >> On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote: >> >>> How do I retain the Cc and Bcc list for the entire thread from starting to end in RT? >>> >> >> Add them from the People tab, rather than as one-time-cc one-time-bccs >> during a reply. >> >> >>> I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails >>> through Outlook (2k3 & 2k7) as they appear as attachment in the response mail received in my >>> outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this? >>> >> >> There are a number of fixes in 3.8.7 related to this, but there are >> also commits on 3.8-trunk that won't be released until 3.8.8 >> >> -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 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 cloos at netcologne.de Tue Mar 16 09:12:46 2010 From: cloos at netcologne.de (Christian Loos) Date: Tue, 16 Mar 2010 14:12:46 +0100 Subject: [rt-users] rt-shredder Users plugin deletes tickets? In-Reply-To: <4B993985.1060007@fas.sfu.ca> References: <4B9669FF.3010003@thingy.com> <4B993985.1060007@fas.sfu.ca> Message-ID: I mailed this bug report and still waiting for a response: http://rt3.fsck.com/Ticket/Display.html?id=14170&user=guest&pass=guest Am 11.03.2010 19:42, schrieb Gary Hall: > Hi Howie, > > I ran into the same problem. > > In my case, the deleted Tickets contained Correspondence from Users who > were otherwise not Watchers (i.e., Requestors, Owners, AdminCCs or CCs) > in the system. > > The Tickets were deleted by the jobs that removed the Users. > > Seems like a bug to me. > > Gary > -- > Gary Hall > RT Admin > Simon Fraser University > > > On 01/-10/-28163 11:59 AM, Howard Jones wrote: >> I've just upgraded to RT 3.8.7 from 3.6.5, and I'm catching up on my >> shredding. >> >> Over the weekend I shredded 20000 or so deleted tickets (spam mainly), >> and today I went to start on the users. This has never really worked >> well before, so we have about 60k users, and at most 1000 of them are >> active. >> >> So I created a user called placeholder, made them privileged and made >> sure they are the requestor on a long-running ticket. Then... >> >> ./rt-shredder --plugin >> 'Users=status,enabled;replace_relations,placeholder;no_tickets,true;member_of,unprivileged;limit,100' >> >> >> {snipped output} >> [Tue Mar 9 15:20:39 2010] [info]: RT::Transaction-2992615 wiped out >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) >> --> [Tue Mar 9 15:20:39 2010] [info]: RT::Ticket-348651 wiped out >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) >> [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193272 wiped >> out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) >> [Tue Mar 9 15:20:41 2010] [info]: RT::GroupMember-1394521 wiped out >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) >> [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193271 wiped >> out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) >> [Tue Mar 9 15:20:41 2010] [info]: RT::Transaction-3007389 wiped out >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) >> [Tue Mar 9 15:20:41 2010] [info]: RT::Group-1857870 wiped out >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) >> >> Why does the Users plugin delete tickets? Surely it should only be >> deleting users that have no tickets (no_tickets, true)? >> >> Thanks for any illumination... >> >> Howie >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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 Tue Mar 16 09:22:49 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 16 Mar 2010 08:22:49 -0500 Subject: [rt-users] rt-shredder Users plugin deletes tickets? In-Reply-To: References: <4B9669FF.3010003@thingy.com> <4B993985.1060007@fas.sfu.ca> Message-ID: <20100316132249.GQ29320@it.is.rice.edu> I do not think I agree with this. If you ask for a user to be removed, any ticket that they have touched should go as well. Otherwise you will have unattributed updates in the system. It seems like you may have a bit too aggressive a policy for cleaning out users. Another approach is to put a better anti-spam system in front of RT to keep these deletions to a more manageable number. Good luck. Cheers, Ken On Tue, Mar 16, 2010 at 02:12:46PM +0100, Christian Loos wrote: > I mailed this bug report and still waiting for a response: > http://rt3.fsck.com/Ticket/Display.html?id=14170&user=guest&pass=guest > > Am 11.03.2010 19:42, schrieb Gary Hall: > > Hi Howie, > > > > I ran into the same problem. > > > > In my case, the deleted Tickets contained Correspondence from Users who > > were otherwise not Watchers (i.e., Requestors, Owners, AdminCCs or CCs) > > in the system. > > > > The Tickets were deleted by the jobs that removed the Users. > > > > Seems like a bug to me. > > > > Gary > > -- > > Gary Hall > > RT Admin > > Simon Fraser University > > > > > > On 01/-10/-28163 11:59 AM, Howard Jones wrote: > >> I've just upgraded to RT 3.8.7 from 3.6.5, and I'm catching up on my > >> shredding. > >> > >> Over the weekend I shredded 20000 or so deleted tickets (spam mainly), > >> and today I went to start on the users. This has never really worked > >> well before, so we have about 60k users, and at most 1000 of them are > >> active. > >> > >> So I created a user called placeholder, made them privileged and made > >> sure they are the requestor on a long-running ticket. Then... > >> > >> ./rt-shredder --plugin > >> 'Users=status,enabled;replace_relations,placeholder;no_tickets,true;member_of,unprivileged;limit,100' > >> > >> > >> {snipped output} > >> [Tue Mar 9 15:20:39 2010] [info]: RT::Transaction-2992615 wiped out > >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > >> --> [Tue Mar 9 15:20:39 2010] [info]: RT::Ticket-348651 wiped out > >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > >> [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193272 wiped > >> out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > >> [Tue Mar 9 15:20:41 2010] [info]: RT::GroupMember-1394521 wiped out > >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > >> [Tue Mar 9 15:20:41 2010] [info]: RT::CachedGroupMember-4193271 wiped > >> out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > >> [Tue Mar 9 15:20:41 2010] [info]: RT::Transaction-3007389 wiped out > >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > >> [Tue Mar 9 15:20:41 2010] [info]: RT::Group-1857870 wiped out > >> (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236) > >> > >> Why does the Users plugin delete tickets? Surely it should only be > >> deleting users that have no tickets (no_tickets, true)? > >> > >> Thanks for any illumination... > >> > >> Howie > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > 2010 RT Training Sessions! > > San Francisco, CA, USA - Feb 22 & 23 > > Dublin, Ireland - Mar 15 & 16 > > Boston, MA, USA - April 5 & 6 > > Washington DC, USA - Oct 25 & 26 > > > > 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From payam at rasana.net Tue Mar 16 10:04:21 2010 From: payam at rasana.net (Payam Poursaied) Date: Tue, 16 Mar 2010 17:34:21 +0330 Subject: [rt-users] all sender emil addresses in owner field Message-ID: <093e01cac511$975338d0$c5f9aa70$@net> Hi The instance of our RT became slow specially when clicking on "ticket" link in main page (ticket search). I noticed that more ant thousands of email addresses which are the email address of our customers - requestors- have been put in "Owner" combo box! As I remember, previously only privileged users were displayed in "Owner" field in ticket search. Loading Ticket page (Search page) takes more than 60 second at the moment! Any idea? -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Tue Mar 16 10:39:30 2010 From: howie at thingy.com (Howard Jones) Date: Tue, 16 Mar 2010 14:39:30 +0000 Subject: [rt-users] rt-shredder Users plugin deletes tickets? In-Reply-To: <20100316132249.GQ29320@it.is.rice.edu> References: <4B9669FF.3010003@thingy.com> <4B993985.1060007@fas.sfu.ca> <20100316132249.GQ29320@it.is.rice.edu> Message-ID: <4B9F9822.7090900@thingy.com> Kenneth Marshall wrote: > I do not think I agree with this. If you ask for a user to be > removed, any ticket that they have touched should go as well. > No, I asked for users with no tickets to be removed[0]. By definition, there *are no tickets* that need to be removed! :-) > Otherwise you will have unattributed updates in the system. > It seems like you may have a bit too aggressive a policy for > cleaning out users. Another approach is to put a better anti-spam > system in front of RT to keep these deletions to a more manageable > number. Good luck. > If something says it will delete users, but in fact deletes tickets and users, it's a little concerning. I guess it would delete less tickets if there were less users, but that's not really the issue. This is in a system with anti-spam measures ahead of the RT instance. However, historically that wasn't always the case, so we have all these old users hanging around. Howard [0] at least I'm pretty sure I did. The documentation for RT-Shredder is fairly sparse. From Stefan.Rueetschli at securiton.ch Tue Mar 16 11:27:48 2010 From: Stefan.Rueetschli at securiton.ch (Stefan.Rueetschli at securiton.ch) Date: Tue, 16 Mar 2010 16:27:48 +0100 Subject: [rt-users] ticket forwarding via e-mail In-Reply-To: <093e01cac511$975338d0$c5f9aa70$@net> References: <093e01cac511$975338d0$c5f9aa70$@net> Message-ID: <381D3B2C62C8B94B95219E2DA47C8DCFE89C99@stnzolex2.securiton.int> Ist there a way to forward a complete ticket via e-mail with all it's correspondence, (metadata,history) and attachments? Stefan --------------------------------------------------------------------------------------------------------- This e-mail is confidential and may contain privileged information. It is intended only for the addressees. If you have received this e-mail in error, kindly notify us immediately by telephone or e-mail and delete the message from your system. --------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgriffi at cs.csubak.edu Tue Mar 16 12:16:42 2010 From: dgriffi at cs.csubak.edu (David Griffith) Date: Tue, 16 Mar 2010 09:16:42 -0700 (PDT) Subject: [rt-users] status other than "open" in "RT at a glance" Message-ID: Some months ago I added a custom status of "stalled". Lately I've been having a lot more things marked "stalled" and I would like such tickets appear in "10 highest priority tickets I own". How can I do this? Second question: I forgot how to create custom statuses. How is that done? -- David Griffith dgriffi at cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? From hugo.deprez at gmail.com Tue Mar 16 12:45:21 2010 From: hugo.deprez at gmail.com (Hugo Deprez) Date: Tue, 16 Mar 2010 17:45:21 +0100 Subject: [rt-users] No ticket specified error In-Reply-To: References: Message-ID: Hi, I still have this issue. Am I the only one to have this strange behavior ? Regards On 11 March 2010 15:26, Hugo Deprez wrote: > Hello, > > I have an issue with RT. I'm currently using the 3.8.7 version with Firefix > 3.6 with windows XP. > Sometimes when I want to answer to a ticket or to post a comment, I get "No > ticket specified". It is unpredictable. > If I get this error I need to go back and to rewrite my message to get it > work. > > I found an old message about the same issue : > http://lists.fsck.com/pipermail/rt-users/2009-August/060917.html > > Any idea ? > > Regards > > > Hugo > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From payam at rasana.net Tue Mar 16 12:59:57 2010 From: payam at rasana.net (Payam Poursaied) Date: Tue, 16 Mar 2010 20:29:57 +0330 Subject: [rt-users] advanced search - customized like with wildcard Message-ID: <098b01cac52a$1ec8e0e0$5c5aa2a0$@net> Hi all I'm looking for a way to search and find those tickets which their subject starts with 'FAX'. When I use "subject matches 'fax'" in advanced search, the search query is something like .. main.Subject LIKE '%FAX%' . But I'm looking for a way to have a query with higher performance like .. main.Subject LIKE 'FAX%' . Is there any way to make this query? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Mar 16 12:59:59 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 16 Mar 2010 12:59:59 -0400 Subject: [rt-users] status other than "open" in "RT at a glance" In-Reply-To: References: Message-ID: > Some months ago I added a custom status of "stalled". ?Lately I've been Errr, stalled is a native status > having a lot more things marked "stalled" and I would like such tickets > appear in "10 highest priority tickets I own". ?How can I do this? I believe including it in the @ActiveStatuses list should work, but the native stalled already does don't it? Alternatively, create your own widget by clicking edit in the corner of the list to create a customized version. From jpierce at cambridgeenergyalliance.org Tue Mar 16 13:13:35 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 16 Mar 2010 13:13:35 -0400 Subject: [rt-users] rt-shredder Users plugin deletes tickets? In-Reply-To: <4B9F9822.7090900@thingy.com> References: <4B9669FF.3010003@thingy.com> <4B993985.1060007@fas.sfu.ca> <20100316132249.GQ29320@it.is.rice.edu> <4B9F9822.7090900@thingy.com> Message-ID: >I do not think I agree with this. If you ask for a user to be >removed, any ticket that they have touched should go as well. The shredder gives the option of reassigning ownership (to nobody for instance) when shredding users, otherwise transactions must be wiped to preserve referential integrity. In my experience what happens in these instances where a non-watcher has correspondence on a ticket is that the transactions in question get borked and while the ticket remains, the display is interrupted once it reaches said transaction. I've never seen a ticket get wiped. Your log does show a Ticket being wiped out though, but if you read the archived SQL you will probably find that the only transaction it contained was 2992615, created by a wiped user. It seems to me one usually needs to shred users who have submitted SPAM, and that the ability to shred tickets meeting certain criteria as well as their requestors at the same time would help alleviate this problem e.g; Status = Deleted and Requestor has no other Tickets not marked Deleted. -- Cambridge Energy Alliance: Save money. Save the planet. From dgriffi at cs.csubak.edu Tue Mar 16 13:21:53 2010 From: dgriffi at cs.csubak.edu (David Griffith) Date: Tue, 16 Mar 2010 10:21:53 -0700 (PDT) Subject: [rt-users] status other than "open" in "RT at a glance" In-Reply-To: References: Message-ID: On Tue, 16 Mar 2010, Jerrad Pierce wrote: >> Some months ago I added a custom status of "stalled". ?Lately I've been > Errr, stalled is a native status Oops. >> having a lot more things marked "stalled" and I would like such tickets >> appear in "10 highest priority tickets I own". ?How can I do this? > I believe including it in the @ActiveStatuses list should > work, but the native stalled already does don't it? That's right. > Alternatively, create your own widget by clicking edit in > the corner of the list to create a customized version. I see. The solution is to click "tickets" and create a saved search, then add that to "RT at a glance". -- David Griffith dgriffi at cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? From michael.graziano at premierheart.com Tue Mar 16 15:55:37 2010 From: michael.graziano at premierheart.com (Michael Graziano) Date: Tue, 16 Mar 2010 15:55:37 -0400 Subject: [rt-users] How to display a Custom Field Value's Description in select boxes/Ticket summary? Message-ID: Hi all, I'm running RT 3.8.7 and I think may be missing something obvious, but I can't find a way to display the "Description" of a Custom Field Value in the select box. It's a bit of a nuisance since one of my custom fields has a purely numeric value tied to other systems & all my users need a cheat sheet with number-to-meaning mappings to figure out which value to select. The wiki & my google-fu have failed me so I figured I'd ask here. If it comes down to it I'm not above editing the display templates, but if I can achieve the same result without editing the templates (or with only a minimum of changes) that's obviously preferable. Hopefully someone has been down this path before :) Thanks, -MG From kfcrocker at lbl.gov Tue Mar 16 16:44:48 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 16 Mar 2010 13:44:48 -0700 Subject: [rt-users] RT::Extension::Timeline Message-ID: To list, I'm having a difficult time getting "Timeline" to list anything other than the ticket id. We're on 3.8.7 and it seems to workother than that one problem. Anyone? Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Mar 16 16:45:16 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 16 Mar 2010 16:45:16 -0400 Subject: [rt-users] Read-only custom field? Also a rights problem? Message-ID: <4B9FEDDC.5090704@kickflop.net> RT 3.8.7 I'm looking to establish a read-only custom field, writable only by $RT::SystemUser (in a scrip). In trying to do so, I have made the rights to this custom field 'SeeCustomField' by some people, but nobody has ModifyCustomField permissions. That is: there are no defined user rights for the field. there is only SeeCustomField rights for group Privileged I am still able to modify+save the field though, so clearly I am doing something wrong here. Any help would be appreciated. From mmcgrath at carthage.edu Tue Mar 16 17:07:19 2010 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 16 Mar 2010 16:07:19 -0500 Subject: [rt-users] Copy tickets Message-ID: <6b011ab81003161407u34e21975p3f03ee0094e4c001@mail.gmail.com> Hi All - I'm looking to be able to create a "template" ticket and have it be copied when support staff are creating an actual ticket. If this is possible, can it copy all of the custom fields and the dependencies or linked tickets? Basically, we are looking for a "Quick Ticket" function. We are unable to use the built-in one because of the need to have custom fields filled in. Any ways of doing this? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Mar 16 18:11:02 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 16 Mar 2010 17:11:02 -0500 Subject: [rt-users] Copy tickets In-Reply-To: <6b011ab81003161407u34e21975p3f03ee0094e4c001@mail.gmail.com> References: <6b011ab81003161407u34e21975p3f03ee0094e4c001@mail.gmail.com> Message-ID: <20100316221102.GX29320@it.is.rice.edu> Could you use a scrip to do this? Ken On Tue, Mar 16, 2010 at 04:07:19PM -0500, Max McGrath wrote: > Hi All - > > I'm looking to be able to create a "template" ticket and have it be copied > when support staff are creating an actual ticket. > > If this is possible, can it copy all of the custom fields and the > dependencies or linked tickets? > > Basically, we are looking for a "Quick Ticket" function. We are unable to > use the built-in one because of the need to have custom fields filled in. > > Any ways of doing this? > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jens at nha.co.za Wed Mar 17 04:07:53 2010 From: jens at nha.co.za (=?iso-8859-1?Q?Jens_von_B=FClow?=) Date: Wed, 17 Mar 2010 10:07:53 +0200 Subject: [rt-users] Shredder Message-ID: Hi There, It has been a while since I have worked with RT.... but I still love it. I need to shred old tickets, tickets that have been closed for more than a year or two. Why? Our RT database is now just over 115GB in size and mysql is not coping. I don't want to remove the tickets, I want to remove the transactions and attachments. As I understand it, this will allow someone to still search for a ticket and find some metadata about the ticket - helping the user to find more information elsewhere about the issue. I couldn't work out how to do this. How do I use more than 1 plugin at a time? Does anyone know how? I look forward to your responses. Thanks & Regards Jens From JoopvandeWege at mococo.nl Wed Mar 17 04:00:16 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 17 Mar 2010 09:00:16 +0100 Subject: [rt-users] advanced search - customized like with wildcard In-Reply-To: <098b01cac52a$1ec8e0e0$5c5aa2a0$@net> References: <098b01cac52a$1ec8e0e0$5c5aa2a0$@net> Message-ID: <4BA08C10.5040905@mococo.nl> Payam Poursaied wrote: > > > > Hi all > > I'm looking for a way to search and find those tickets which their > subject starts with 'FAX'. > > When I use "subject matches 'fax'" in advanced search, the search > query is something like > > .... > > main.Subject LIKE '%FAX%' > > ... > > > > But I'm looking for a way to have a query with higher performance like > > > > .... > > main.Subject LIKE 'FAX%' > > ... > > > > Is there any way to make this query? > Yes, there is. I did the same thing because it kills performance each and everytime someone searches for something. Only thing is you need to make your users aware of the fact that including % is now needed if they don't know the exact search term. I think you'll find the pre/post pending of % in SearchBuilder but I'm not completely sure so let me check..... Yes, its in SearchBuilder.pm the following is part of a patch that I applied to our installation. Its here for reference only. Don't think you can paste it to a file and apply it. --- --- SearchBuilder.pm.orig Fri Jul 29 16:49:52 2005 +++ SearchBuilder.pm Mon Aug 22 13:40:38 2005 @@ -688,9 +688,15 @@ if ( $args{'FIELD'} ) { - #If it's a like, we supply the %s around the search term + #If it's a like, we supply the %s around the search term only if its not Oracle + #because for Oracle we'll use where contains(content,'text')>1 if ( $args{'OPERATOR'} =~ /LIKE/i ) { - $args{'VALUE'} = "%" . $args{'VALUE'} . "%"; + if ( $RT::DatabaseType == 'Oracle') { + $args{'VALUE'} = $args{'VALUE'} + } + else { + $args{'VALUE'} = "%" . $args{'VALUE'} . "%"; + } } elsif ( $args{'OPERATOR'} =~ /STARTSWITH/i ) { $args{'VALUE'} = $args{'VALUE'} . "%"; @@ -864,6 +870,20 @@ } Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From raghusiddarth at gmail.com Wed Mar 17 04:12:36 2010 From: raghusiddarth at gmail.com (Rags) Date: Wed, 17 Mar 2010 13:42:36 +0530 Subject: [rt-users] Double spacing problem In RT 3.8.7 In-Reply-To: <44cfd4d11003032315kc877465ybe0e6bdef851351f@mail.gmail.com> References: <44cfd4d11003032315kc877465ybe0e6bdef851351f@mail.gmail.com> Message-ID: <44cfd4d11003170112g2f84c5feufa7e870eddcd1474@mail.gmail.com> I've tried lots of things, but the double spacing still remains. What is odd is that mails sent without using the Web interface gets a space added for "everyline". Every space get's doubled. I know in the mailing list this was said to be due to the fckeditor, but I'm using simple mail. I've disabled the editor but the issue is still present. I'm using the latest RT 3.8.7 - what could be the problem? Thanks, -- Raghu On Thu, Mar 4, 2010 at 12:45 PM, Rags wrote: > Hello, > > I've recently upgraded from RT 3.0.8 to 3.8.7 and needless to say the > upgrade was smooth :) > > But there are a few quirks that need to be ironed out. > > Every reply on the ticket, ( via the Web Gui and Mail) doubles the spacing. > I've searched in the mailing lists and looks like this problem was > atttributed to the WYSIWYG editor and is fixed in 3.8.7. I've disabled the > fck editor, but the problem still persists. This happens when the replies > are sent via mail as well. Could it be the MTA ( Postfix ) I'm using? > > Also, When a ticket is assigned to a person, the owner gets two > notifications instead of one. I'm guessing this is some remnant from my old > configuration. > > Thanks for your help. > > -- Raghu > > -- Rags -------------- next part -------------- An HTML attachment was scrubbed... URL: From polloxx at gmail.com Wed Mar 17 04:37:58 2010 From: polloxx at gmail.com (polloxx) Date: Wed, 17 Mar 2010 09:37:58 +0100 Subject: [rt-users] Fwd: CommandByMail In-Reply-To: References: Message-ID: Someone who can help me? ---------- Forwarded message ---------- From: polloxx Date: Mon, Mar 15, 2010 at 3:25 PM Subject: CommandByMail To: rt-users at lists.bestpractical.com When I try to install RT::Extension::CommandByMail on a Denian Lenny running Postfix I get the following error: cpan[2]> install RT::Extension::CommandByMail Running install for module 'RT::Extension::CommandByMail' Running make for F/FA/FALCONE/RT-Extension-CommandByMail-0.07.tar.gz ?Has already been unwrapped into directory /root/.cpan/build/RT-Extension-CommandByMail-0.07-uY_a7u ?Has already been made Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t t/01.internals.t t/02.create.t t/03.update.t t/04.send.t t/pod-coverage.t t/pod.t t/00.load.t ....... 2/5 # Testing RT::Extension::CommandByMail 0.07 t/00.load.t ....... ok t/01.internals.t .. ok t/02.create.t ..... 1/140 Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/1NlrEjisvS' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error # ? Failed test 'created ticket' # ? at t/02.create.t line 22. [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in pattern match (m//) at /opt/rt3/lib/RT/Ticket_Overlay.pm line 158. (/opt/rt3/lib/RT/Ticket_Overlay.pm:158) [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt3/lib/RT/Ticket_Overlay.pm line 179. (/opt/rt3/lib/RT/Ticket_Overlay.pm:179) Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/uZFQegPJg2' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error and so on.... What am I doing wrong? RT version is 3.8.7 Thanks, P. From payam at rasana.net Wed Mar 17 06:24:43 2010 From: payam at rasana.net (Payam Poursaied) Date: Wed, 17 Mar 2010 13:54:43 +0330 Subject: [rt-users] creat MAILTO link in search format Message-ID: <0ac801cac5bc$12f9e150$38eda3f0$@net> Hi I would like to create a more convenient way to reply and comment on tickets. At the first step I'm planning to create a link in my ticket searches which open outlook with appropriate subject tag to the appropriate email address (i.e. commentAddress of CorrespondAddress of the ticket's queue). According what I found in this list, I added the followings to ticket column map (rt3/share/html/Elements/RT__Ticket/ComumnMap): QueueCorrespond => { attribute => 'QueueCorrespond', title => 'QueueCorrespond id', # loc value => sub { return $_[0]->QueueObj->CorrespondAddress() } }, QueueSubjectTag => { attribute => 'QueueSubjectTag', title => 'QueueSubjectTag id', # loc value => sub { return $_[0]->QueueObj->SubjectTag() } }, So I can have access subject tag and correspond address of each ticket. the second part is create a hyper link in the search result which link to something like mailto:__QueueCorrespond__?Subject=[__QueueSubjectTag__ #__id__] (so, when a User click on the link, automatically default email clients would open a new message to correspond address of the queue including appropriate tag in the Subject) It seems RT Parser do not let use CLICK FOR REPLY in the format part and if the link does not refer to a website, it will be removed! (may be because of security and cross site scripting?) I look through the code, but I could not find the exact place which this overwrite happen. Could anyone give me a advise or solution to put anything in the results, even javascripts. P.S. after overcome this issue, I will try to add comment and reply links inside the ticket displays page. Did anyone do the same before? I think that for RICH TEXT, using the web-based editor is a bit difficult. Also if a user wants to email directly to the queue, should aware of subject tag and queue correspond/comment address. With this method it would be easier to use the mail clients (i.e. outlook) as an external complementary interface for the RT. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gabriele.Franzini at nervianoms.com Wed Mar 17 08:51:15 2010 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Wed, 17 Mar 2010 13:51:15 +0100 Subject: [rt-users] RT-Users Digest, Vol 72, Issue 42 In-Reply-To: References: Message-ID: <20100317130158.D79654D8021@diesel.bestpractical.com> Hello Jeff, The ModifyCustomField right may be also assigned at the User and Group level, both globally and at queue level. We also had problems with unwanted modifications; and ended up in adding a local version of the element Ticket/Elements/EditCustomFields. HTH, Gabriele Franzini Nerviano Medical Sciences - Italy >Message: 1 >Date: Tue, 16 Mar 2010 16:45:16 -0400 >From: Jeff Blaine >Subject: [rt-users] Read-only custom field? Also a rights problem? >To: rt-users at lists.bestpractical.com >Message-ID: <4B9FEDDC.5090704 at kickflop.net> >Content-Type: text/plain; charset=ISO-8859-1; format=flowed >RT 3.8.7 >I'm looking to establish a read-only custom field, writable only by $RT::SystemUser (in a scrip). >In trying to do so, I have made the rights to this custom field 'SeeCustomField' by some people, but nobody has ModifyCustomField permissions. >That is: > there are no defined user rights for the field. > there is only SeeCustomField rights for group > Privileged >I am still able to modify+save the field though, so clearly I am doing something wrong here. Any help would be appreciated. From Stefan.Rueetschli at securiton.ch Wed Mar 17 10:13:33 2010 From: Stefan.Rueetschli at securiton.ch (Stefan.Rueetschli at securiton.ch) Date: Wed, 17 Mar 2010 15:13:33 +0100 Subject: [rt-users] Forward ticket -> Entry in Ticket history Message-ID: <381D3B2C62C8B94B95219E2DA47C8DCFE89C9F@stnzolex2.securiton.int> Hi I'd like to make an entry in the ticket history, if I forward a ticket transaction via e-mail. At the moment, forwarding of a transaction works fine, but I have no notice in the ticket history. Is there a way to do this with a scrip? Does anybody know how to do that? Thx Stefan --------------------------------------------------------------------------------------------------------- This e-mail is confidential and may contain privileged information. It is intended only for the addressees. If you have received this e-mail in error, kindly notify us immediately by telephone or e-mail and delete the message from your system. --------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Wed Mar 17 10:15:24 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 17 Mar 2010 10:15:24 -0400 Subject: [rt-users] "Field X changed" Custom Condition? Message-ID: <4BA0E3FC.6080305@kickflop.net> I need to write a custom Condition for a scrip that equates to 'If Custom Field X's value changed' Is there an API call for doing that, or do I need to code the logic to retrieve the old + new values and compare them? I can't seem to find a single call for it, but I wanted to check. RT 3.8.7 From jrummel at imapp.com Wed Mar 17 10:20:38 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Wed, 17 Mar 2010 07:20:38 -0700 (PDT) Subject: [rt-users] Condition that checks Owner Message-ID: <27932837.post@talk.nabble.com> Hi all, All I want to do is execute an action if the Owner is a certain user and I can't seem to get it to work. Here is what I'm trying but it is unsuccessful: Custom Condition: if ($self->$ticket->OwnerObj->Owner eq 'userid') { return 1; } return 0; Can anyone help me out here? RT 3.6.5 Thanks! Jonathan -- View this message in context: http://old.nabble.com/Condition-that-checks-Owner-tp27932837p27932837.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jrummel at imapp.com Wed Mar 17 10:49:35 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Wed, 17 Mar 2010 07:49:35 -0700 (PDT) Subject: [rt-users] Condition that checks Owner Message-ID: <27933231.post@talk.nabble.com> Hi all, All I want to do is execute an action if the Owner is a certain user and I can't seem to get it to work. Here is what I'm trying but it is unsuccessful: Custom Condition: if ($self->Ticket->OwnerObj->Name eq 'userid') { return 1; } return 0; (I've also tried this: $self->TicketObj->Owner eq 'userid') Can anyone help me out here? RT 3.6.5 Thanks! Jonathan -- View this message in context: http://old.nabble.com/Condition-that-checks-Owner-tp27933231p27933231.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jblaine at kickflop.net Wed Mar 17 11:50:47 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 17 Mar 2010 11:50:47 -0400 Subject: [rt-users] Condition that checks Owner In-Reply-To: <27932837.post@talk.nabble.com> References: <27932837.post@talk.nabble.com> Message-ID: <4BA0FA57.2000808@kickflop.net> > Custom Condition: > if ($self->$ticket->OwnerObj->Owner eq 'userid') { > return 1; > } This says: if value for 'Owner' field matches the *literal string* 'userid' return 1 I doubt that's what you want. From rfh at vialtus.com Wed Mar 17 12:11:59 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 17 Mar 2010 16:11:59 +0000 Subject: [rt-users] Condition that checks Owner In-Reply-To: <27933231.post@talk.nabble.com> References: <27933231.post@talk.nabble.com> Message-ID: <4BA0FF4F.2030109@vialtus.com> Jonathan; What is userid ?? if userid is the numeric id value of the user then what you need is if ($self->TicketObj->Owner == userid) { if userid is the user name string then what you need is if ($self->TicketObj->OwnerObj->Name eq 'userid') { Roy Jonathan Rummel wrote: > Hi all, > > All I want to do is execute an action if the Owner is a certain user and I > can't seem to get it to work. Here is what I'm trying but it is > unsuccessful: > > Custom Condition: > if ($self->Ticket->OwnerObj->Name eq 'userid') { > return 1; > } > return 0; > > > (I've also tried this: $self->TicketObj->Owner eq 'userid') > > > Can anyone help me out here? > > RT 3.6.5 > > Thanks! > Jonathan > From kfcrocker at lbl.gov Wed Mar 17 14:14:31 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 17 Mar 2010 11:14:31 -0700 Subject: [rt-users] RT::iCal Message-ID: To list, What does iCal do? I might be interested in using it, but I don't know what it relates to. Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From ebusalacchi at evare.com Wed Mar 17 14:37:22 2010 From: ebusalacchi at evare.com (Busalacchi, Eric) Date: Wed, 17 Mar 2010 14:37:22 -0400 Subject: [rt-users] modifying From: header in global template to pull from queue description Message-ID: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> I tried searching the archive a bit for the answer but I wasn't able to pin down exactly what I'm doing wrong. Basically we are trying to give a friendly generic name to our queues. Management doesn't want the "User Name via RT" but something more generic depending on the Queue. What I'm trying to do is make the From: header pull from the Queue description. I've changed the template to have the following header: From: {$Ticket->QueueObj->Description()} For example this queue has the description "Systems Queue". When I change the template to the above example the From: address shows up as Systems.Queue at company.com . I would like it to just show up as "Systems Queue". I know I can statically do this for every queue but I would rather not have custom templates in every queue configuration if possible. Your help is greatly appreciated. Eric -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Mar 17 14:53:02 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 17 Mar 2010 13:53:02 -0500 Subject: [rt-users] modifying From: header in global template to pull from queue description In-Reply-To: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> References: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> Message-ID: <20100317185302.GA29320@it.is.rice.edu> On Wed, Mar 17, 2010 at 02:37:22PM -0400, Busalacchi, Eric wrote: > I tried searching the archive a bit for the answer but I wasn't able to > pin down exactly what I'm doing wrong. Basically we are trying to give > a friendly generic name to our queues. Management doesn't want the > "User Name via RT" but something more generic depending on the Queue. > What I'm trying to do is make the From: header pull from the Queue > description. I've changed the template to have the following header: > > > > From: {$Ticket->QueueObj->Description()} > > > > For example this queue has the description "Systems Queue". When I > change the template to the above example the From: address shows up as > Systems.Queue at company.com . I would like it to just show up as "Systems > Queue". I know I can statically do this for every queue but I would > rather not have custom templates in every queue configuration if > possible. > > > > Your help is greatly appreciated. > > > > Eric > Hi Eric, That is not an RFC compliant address and will cause problems with some mail systems. That is probably why RT is not doing that other than it being a poor idea for the same reason. Cheers, Ken From rfh at vialtus.com Wed Mar 17 14:57:41 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 17 Mar 2010 18:57:41 +0000 Subject: [rt-users] modifying From: header in global template to pull from queue description In-Reply-To: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> References: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> Message-ID: <4BA12625.30201@vialtus.com> Eric; What happens if you Set($UseFriendlyFromLine , 0); in your RT_SiteConfig.pm ?? Roy Busalacchi, Eric wrote: > > I tried searching the archive a bit for the answer but I wasn?t able > to pin down exactly what I?m doing wrong. Basically we are trying to > give a friendly generic name to our queues. Management doesn?t want > the ?User Name via RT? but something more generic depending on the > Queue. What I?m trying to do is make the From: header pull from the > Queue description. I?ve changed the template to have the following > header: > > > > From: {$Ticket->QueueObj->Description()} > > > > For example this queue has the description ?Systems Queue?. When I > change the template to the above example the From: address shows up as > Systems.Queue at company.com . I > would like it to just show up as ?Systems Queue?. I know I can > statically do this for every queue but I would rather not have custom > templates in every queue configuration if possible. > > > > Your help is greatly appreciated. > > > > Eric > > > From ebusalacchi at evare.com Wed Mar 17 14:59:17 2010 From: ebusalacchi at evare.com (Busalacchi, Eric) Date: Wed, 17 Mar 2010 14:59:17 -0400 Subject: [rt-users] modifying From: header in global template to pull fromqueue description In-Reply-To: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> References: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> Message-ID: <24B270D20F813E498EE9E315A9C3C6D303DBB2ED@hercules.ssnc.global> Of course I forgot to mention that I'm running RT 3.8.2 on CentOS 5.2. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Busalacchi, Eric Sent: Wednesday, March 17, 2010 2:37 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] modifying From: header in global template to pull fromqueue description I tried searching the archive a bit for the answer but I wasn't able to pin down exactly what I'm doing wrong. Basically we are trying to give a friendly generic name to our queues. Management doesn't want the "User Name via RT" but something more generic depending on the Queue. What I'm trying to do is make the From: header pull from the Queue description. I've changed the template to have the following header: From: {$Ticket->QueueObj->Description()} For example this queue has the description "Systems Queue". When I change the template to the above example the From: address shows up as Systems.Queue at company.com . I would like it to just show up as "Systems Queue". I know I can statically do this for every queue but I would rather not have custom templates in every queue configuration if possible. Your help is greatly appreciated. Eric -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Wed Mar 17 15:04:38 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Wed, 17 Mar 2010 12:04:38 -0700 Subject: [rt-users] modifying From: header in global template to pull from queue description In-Reply-To: <20100317185302.GA29320@it.is.rice.edu> Message-ID: On 3/17/10 11:53 AM, "Kenneth Marshall" wrote: > On Wed, Mar 17, 2010 at 02:37:22PM -0400, Busalacchi, Eric wrote: >> I tried searching the archive a bit for the answer but I wasn't able to >> pin down exactly what I'm doing wrong. Basically we are trying to give >> a friendly generic name to our queues. Management doesn't want the >> "User Name via RT" but something more generic depending on the Queue. >> What I'm trying to do is make the From: header pull from the Queue >> description. I've changed the template to have the following header: >> >> >> >> From: {$Ticket->QueueObj->Description()} >> >> >> >> For example this queue has the description "Systems Queue". When I >> change the template to the above example the From: address shows up as >> Systems.Queue at company.com . I would like it to just show up as "Systems >> Queue". I know I can statically do this for every queue but I would >> rather not have custom templates in every queue configuration if >> possible. >> >> >> >> Your help is greatly appreciated. >> >> >> >> Eric >> > Hi Eric, > > That is not an RFC compliant address and will cause problems with > some mail systems. That is probably why RT is not doing that other > than it being a poor idea for the same reason. > > Cheers, > Ken > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com That and almost every good anti-spam solution out there will flag (rightly so) non-RFC (822 and 2822) compliant messages as spam. To save your users grief, you'll likely want something like this: From: {$Ticket->QueueObj->Description()} {$Ticket->QueueObj->CorrespondAddress()} (Obviously all on the same line....) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From ebusalacchi at evare.com Wed Mar 17 15:05:38 2010 From: ebusalacchi at evare.com (Busalacchi, Eric) Date: Wed, 17 Mar 2010 15:05:38 -0400 Subject: [rt-users] modifying From: header in global template to pull from queue description In-Reply-To: <4BA12625.30201@vialtus.com> References: <24B270D20F813E498EE9E315A9C3C6D303DBB2D4@hercules.ssnc.global> <4BA12625.30201@vialtus.com> Message-ID: <24B270D20F813E498EE9E315A9C3C6D303DBB2F3@hercules.ssnc.global> It's currently set to 0 and right now I'm getting the actual queue email addresses in the From: line. Which, honestly, I like and think makes the most sense. The problem is that management would like the From: address to look like "Support at Evare" in the inbox and not just the email address. So, when they reply in Outlook for example it would say "Support Queue ". Eric -----Original Message----- From: Raed El-Hames [mailto:rfh at vialtus.com] Sent: Wednesday, March 17, 2010 2:58 PM To: Busalacchi, Eric Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] modifying From: header in global template to pull from queue description Eric; What happens if you Set($UseFriendlyFromLine , 0); in your RT_SiteConfig.pm ?? Roy Busalacchi, Eric wrote: > > I tried searching the archive a bit for the answer but I wasn't able > to pin down exactly what I'm doing wrong. Basically we are trying to > give a friendly generic name to our queues. Management doesn't want > the "User Name via RT" but something more generic depending on the > Queue. What I'm trying to do is make the From: header pull from the > Queue description. I've changed the template to have the following > header: > > > > From: {$Ticket->QueueObj->Description()} > > > > For example this queue has the description "Systems Queue". When I > change the template to the above example the From: address shows up as > Systems.Queue at company.com . I > would like it to just show up as "Systems Queue". I know I can > statically do this for every queue but I would rather not have custom > templates in every queue configuration if possible. > > > > Your help is greatly appreciated. > > > > Eric > > > From ebusalacchi at evare.com Wed Mar 17 15:20:54 2010 From: ebusalacchi at evare.com (Busalacchi, Eric) Date: Wed, 17 Mar 2010 15:20:54 -0400 Subject: [rt-users] modifying From: header in global template to pull from queue description In-Reply-To: References: <20100317185302.GA29320@it.is.rice.edu> Message-ID: <24B270D20F813E498EE9E315A9C3C6D303DBB30C@hercules.ssnc.global> Thank you Gary, you sent me in the right direction! I set it to: From: {$Ticket->QueueObj->Description()} <{$Ticket->QueueObj->CorrespondAddress()}> (note the space and <>) and it worked perfectly. Eric -----Original Message----- From: Gary Greene [mailto:ggreene at minervanetworks.com] Sent: Wednesday, March 17, 2010 3:05 PM To: Kenneth Marshall; Busalacchi, Eric Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] modifying From: header in global template to pull from queue description On 3/17/10 11:53 AM, "Kenneth Marshall" wrote: > On Wed, Mar 17, 2010 at 02:37:22PM -0400, Busalacchi, Eric wrote: >> I tried searching the archive a bit for the answer but I wasn't able to >> pin down exactly what I'm doing wrong. Basically we are trying to give >> a friendly generic name to our queues. Management doesn't want the >> "User Name via RT" but something more generic depending on the Queue. >> What I'm trying to do is make the From: header pull from the Queue >> description. I've changed the template to have the following header: >> >> >> >> From: {$Ticket->QueueObj->Description()} >> >> >> >> For example this queue has the description "Systems Queue". When I >> change the template to the above example the From: address shows up as >> Systems.Queue at company.com . I would like it to just show up as "Systems >> Queue". I know I can statically do this for every queue but I would >> rather not have custom templates in every queue configuration if >> possible. >> >> >> >> Your help is greatly appreciated. >> >> >> >> Eric >> > Hi Eric, > > That is not an RFC compliant address and will cause problems with > some mail systems. That is probably why RT is not doing that other > than it being a poor idea for the same reason. > > Cheers, > Ken > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com That and almost every good anti-spam solution out there will flag (rightly so) non-RFC (822 and 2822) compliant messages as spam. To save your users grief, you'll likely want something like this: From: {$Ticket->QueueObj->Description()} {$Ticket->QueueObj->CorrespondAddress()} (Obviously all on the same line....) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From sbanks at rb.net.au Wed Mar 17 18:43:40 2010 From: sbanks at rb.net.au (Sam Banks) Date: Thu, 18 Mar 2010 09:43:40 +1100 Subject: [rt-users] RTFM Article formatting and attachments lost when attached to RT ticket Message-ID: <4BA15B1C.5090500@rb.net.au> Hi There We have been using RT for a long time and have recently installed RTFM. Everything works brilliantly except for one crucial thing. When we attach an RTFM article to an RT ticket, it loses all it's formatting (Bold, Italic, Heading, etc) and any attachments from the article. The formatting appears to be because RTFM and RT use different text editors. Not sure why the attachments are scrapped. Is there any way to have RTFM articles retain the formatting and/or attachments when they are attached to an RT ticket? Some ideas I had, that may or may not be possible, for the formatting issue are: -Force RTFM to use the same editor as RT -Disable the HTML scrubbing on RT and RTFM and use HTML for the formatting -Enable wikitext support in RT Any suggestions would be appreciated Thanks Sam From torsten.brumm at Kuehne-Nagel.com Wed Mar 17 20:22:19 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Thu, 18 Mar 2010 01:22:19 +0100 Subject: [rt-users] RTFM Article formatting and attachments lost when attached to RT ticket Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F936CF@w3hamboex11.ger.win.int.kn> Hi sam, I have no idea at the moment regarding the loose of formating, but regarding the attachments i think this is the correct behavior of rtfm/rt think about: if you are using a special rtfm article very often, then you attach this attachments to each of the outgoing mails and yes store this several times at the db, it should be better to sent a download link instead! Torsten ----- Originalnachricht ----- Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Wed Mar 17 23:43:40 2010 Betreff: [rt-users] RTFM Article formatting and attachments lost when attached to RT ticket Hi There We have been using RT for a long time and have recently installed RTFM. Everything works brilliantly except for one crucial thing. When we attach an RTFM article to an RT ticket, it loses all it's formatting (Bold, Italic, Heading, etc) and any attachments from the article. The formatting appears to be because RTFM and RT use different text editors. Not sure why the attachments are scrapped. Is there any way to have RTFM articles retain the formatting and/or attachments when they are attached to an RT ticket? Some ideas I had, that may or may not be possible, for the formatting issue are: -Force RTFM to use the same editor as RT -Disable the HTML scrubbing on RT and RTFM and use HTML for the formatting -Enable wikitext support in RT Any suggestions would be appreciated Thanks Sam Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 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 jesse at bestpractical.com Wed Mar 17 15:01:54 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Mar 2010 19:01:54 +0000 Subject: [rt-users] Double spacing problem In RT 3.8.7 In-Reply-To: <44cfd4d11003170112g2f84c5feufa7e870eddcd1474@mail.gmail.com> References: <44cfd4d11003032315kc877465ybe0e6bdef851351f@mail.gmail.com> <44cfd4d11003170112g2f84c5feufa7e870eddcd1474@mail.gmail.com> Message-ID: <20100317190154.GC23640@bestpractical.com> On Wed 17.Mar'10 at 13:42:36 +0530, Rags wrote: > I've tried lots of things, but the double spacing still remains. > > What is odd is that mails sent without using the Web interface gets a space > added for "everyline". Every space get's doubled. I know in the mailing list > this was said to be due to the fckeditor, but I'm using simple mail. I've > disabled the editor but the issue is still present. > > I'm using the latest RT 3.8.7 - what could be the problem? The very short version is that recent outlook has decided that in the plaintext version of messages you send, hitting return means "paragraph break. send two newlines!" There are some improvements in what will become RT 3.8.8. Additional improvement can be had by moving your RT templates over to text/html, which RT will dutifully turn into a multipart/alternative. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From praveen.velu at hotmail.com Thu Mar 18 08:48:16 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Thu, 18 Mar 2010 18:18:16 +0530 Subject: [rt-users] Sending html mails using web interface Message-ID: Hi, Unable to send text/html mails from RT web interface. using RT 3.8.6-2 in Debian Lenny. I could send html mails in auto reply templates by setting content-type to text/html. When sending mails from RT web interface content-type is changing to text/plain, even it is html content Is there any configuration require to enable html mail? I am facing this problem for a long time. I enabled PreferRichText in RT_SiteConfig.pm -Praveen- _________________________________________________________________ Green cities and the melting world http://green.in.msn.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From prozaconstilts at gmail.com Thu Mar 18 12:25:46 2010 From: prozaconstilts at gmail.com (Adam Allred) Date: Thu, 18 Mar 2010 12:25:46 -0400 Subject: [rt-users] deny re-opening of resolved ticket Message-ID: <38bd4d621003180925q7b010121y277e7245a756dc13@mail.gmail.com> Hello, I am trying to configure RT to send an autoreply to a requestor if they reply to a resolved ticket, and leave that ticket in a resolved status. I used the contributed custom condition 'ReplyToResolved' from the wiki, 'autoreply to requestor' action, and a template with a basic text alerting the requestor of a non-logged message, and the auto-reply works. But, the ticket status changed from resolved to open. Does anyone know of a way to autoreply _and_ ensure the ticket remains in a 'resolved' status? Thanks, Adam From MarkRoedel at letu.edu Thu Mar 18 12:45:21 2010 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 18 Mar 2010 11:45:21 -0500 Subject: [rt-users] deny re-opening of resolved ticket In-Reply-To: <38bd4d621003180925q7b010121y277e7245a756dc13@mail.gmail.com> References: <38bd4d621003180925q7b010121y277e7245a756dc13@mail.gmail.com> Message-ID: There's a global scrip that by default sets the ticket status to "Open" on any correspondence -- you'll need to either deactivate it altogether or modify it to only act on unresolved tickets. If you decide to modify it, you can use your same condition code as a starting point...you'll just be looking for ($ticket->Status ne 'resolved') instead of ($ticket->Status eq 'resolved') -- Mark Roedel Webmaster LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Adam Allred Sent: Thursday, March 18, 2010 11:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] deny re-opening of resolved ticket Hello, I am trying to configure RT to send an autoreply to a requestor if they reply to a resolved ticket, and leave that ticket in a resolved status. I used the contributed custom condition 'ReplyToResolved' from the wiki, 'autoreply to requestor' action, and a template with a basic text alerting the requestor of a non-logged message, and the auto-reply works. But, the ticket status changed from resolved to open. Does anyone know of a way to autoreply _and_ ensure the ticket remains in a 'resolved' status? From hall at fas.sfu.ca Thu Mar 18 12:53:55 2010 From: hall at fas.sfu.ca (Gary Hall) Date: Thu, 18 Mar 2010 09:53:55 -0700 Subject: [rt-users] 2 Simple Search issues Message-ID: <4BA25AA3.2090404@fas.sfu.ca> Folks, Issue 1: Simple Search interprets Status keywords in the search string as Status keywords. (In the absence of any keywords, it defaults to "new or open or stalled".) However, the instructions on the Simple Search page make no mention of Status keywords and imply that including one (e.g., "new") in the search string will add "Subject LIKE 'new'" to the query (whereas no matter how many times it's included or in what position it will always result in "Status='new'"). Remedy: The instructions need to be corrected. Issue 2: Users can't search for Tickets with Status keywords in the Subject using those keywords. Remedy: Allow users to specify "Subject:new" in the search string. -- Gary Hall RT Admin Simon Fraser University From kfcrocker at lbl.gov Thu Mar 18 15:24:28 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 18 Mar 2010 12:24:28 -0700 Subject: [rt-users] Reminders still showing when ticket resolved Message-ID: To list, I sent this earlier and got no response, so sending it again but with snapshots: I'm on 3.8.7 and just noticed that when I select a due date for a reminder (either entering directly or using the "calendar") it always ends up as 30-Nov-1999. I also noticed that when I resolve the ticket, the reminder stays open. Has anyone else noticed this? Does anyone have a fix or have I set something wrong? Thanks. The ticket status shows resolved, but the reminders remain unchanged ANd show in the Home page. Help anyone!?? Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From dale.poulter at Vanderbilt.Edu Fri Mar 19 10:30:15 2010 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Fri, 19 Mar 2010 09:30:15 -0500 Subject: [rt-users] RT and email addresses Message-ID: <7288D49C0448E840B752320350AFA94E060CE267@ITS-HCWNEM03.ds.Vanderbilt.edu> Good morning, We are running RT 3.8.7 and using LDAP for both authentication and information. The process is working well but we have encounter several users that have their email address in LDAP forwarded to another email address. As a result, when the user replies to the ticket the system does not recognize the update. If we change the email address in their record it is overwritten by the ldap information the next time they log into the system. Has anyone found a solution to this type of situation? Thanks in advance for your assistance. --Dale --------------------------------------- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University Suite 700 110 21st Avenue South Nashville, TN 37240 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jim.Tambling at datatote.co.uk Fri Mar 19 13:02:02 2010 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Fri, 19 Mar 2010 17:02:02 -0000 Subject: [rt-users] ActivityReports Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89C0B@mail.sys.internal> Hello, I have installed this extension to RT. The post install page says: Once you install the ActivityReports extension it does not appear on any menus. To add it to the Tools -> Reports menu you can Create/edit this file /local/html/Callbacks/ArbitraryName/Tools/Reports/Elements/Tabs/Default with these contents: <%init> $tabs->{'e'} = {title => 'Activity Reports', path => 'Reports/Activity/index.html'}; <%args> $tabs => undef So I created /opt/rt3/local/html/Callbacks/Reports/Tools/Reports/Elements/Tabs/Default and restarted Apache. I can see the link under Tools>>Reports>>Activity Reports and it links to http://my_rt_server/rt/Reports/Activity/index.html but I get a 'The page you requested could not be found' error. Can someone enlighten me? Regards Jim Tambling ? Network Services Data Tote Ltd ? ? From dustin.berube at gmail.com Fri Mar 19 22:30:30 2010 From: dustin.berube at gmail.com (Dustin Berube) Date: Fri, 19 Mar 2010 22:30:30 -0400 Subject: [rt-users] Determine Queue based off of email domain Message-ID: <3220d8f11003191930w46abb100s182947a865ec2705@mail.gmail.com> I am trying to get RT setup to place new tickets in a particular queue based off the senders mail domain. We use RT at work to handle support tickets for our customers in the building. I have 3 different email domains that would be sending us tickets. For example I have the following domains that would send us email @abc.com - company's email account (I have control over this domain) @jkl.com - Operational department that we support (email is handled by there main office) @xyz.com - Outside agency that we maintain a hosted financial system for I would want anyone sending an email to techsupport at abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Thanks, Dustin -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Sat Mar 20 05:59:45 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Sat, 20 Mar 2010 10:59:45 +0100 Subject: [rt-users] Determine Queue based off of email domain Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F936E0@w3hamboex11.ger.win.int.kn> Check out procmail, this is what you are looking for! Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Sat Mar 20 03:30:30 2010 Betreff: [rt-users] Determine Queue based off of email domain I am trying to get RT setup to place new tickets in a particular queue based off the senders mail domain. We use RT at work to handle support tickets for our customers in the building. I have 3 different email domains that would be sending us tickets. For example I have the following domains that would send us email @abc.com - company's email account (I have control over this domain) @jkl.com - Operational department that we support (email is handled by there main office) @xyz.com - Outside agency that we maintain a hosted financial system for I would want anyone sending an email to techsupport at abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Thanks, Dustin -------------- next part -------------- An HTML attachment was scrubbed... URL: From linux4michelle at tamay-dogan.net Sat Mar 20 10:48:42 2010 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Sat, 20 Mar 2010 15:48:42 +0100 Subject: [rt-users] Determine Queue based off of email domain In-Reply-To: <3220d8f11003191930w46abb100s182947a865ec2705@mail.gmail.com> References: <3220d8f11003191930w46abb100s182947a865ec2705@mail.gmail.com> Message-ID: <20100320144841.GL3737@tamay-dogan.net> Hello Dustin Berube, Am 2010-03-19 22:30:30, hacktest Du folgendes herunter: > I would want anyone sending an email to techsupport at abc.com to have a ticket > created in a particular queue depending on the email domain they are a part > of. > > Example: > @abc.com - goes to the ABC Ticket Queue > @jkl.com - goes to the JKL Ticket Queue > @xyz.com - goes to the XYZ Ticket Queue > > Is there a way to do this with RT's Scips or would I be better off trying to > filter mail for this criteria with postfix? Puzzeing around... I have 11 Request-Tracker for 7 different domains runing on a singel "courier" server. Where is the problem? You create three accounts for techsupport at abc.com techsupport at jkl.com techsupport at xyz.com and each is handled seperateley. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack Apt. 917 50, rue de Soultz Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. FR: +33 6 61925193 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From linux4michelle at tamay-dogan.net Sat Mar 20 10:56:12 2010 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Sat, 20 Mar 2010 15:56:12 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? Message-ID: <20100320145612.GM3737@tamay-dogan.net> Hi, I run RT in a modified version, because I have to handel 11 accounts with 6 Domains, mean, I have created 11 UNIX accounts on my "courier" mailserver and installed RT in the accounts to get arround with the config files. And since I use Debian GNU/Linux, I get headaches all the times if I update something. Is there a possibility to make a GLOBAL RT installation and have seperated configs for te accounts? If not, can this taken as feature Request for future versions? In my main server alone I have to handel abuse@ postmaster@ support@ tech-support@ biz-support@ sales@ Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack Apt. 917 50, rue de Soultz Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. FR: +33 6 61925193 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From dustin.berube at gmail.com Sat Mar 20 13:47:16 2010 From: dustin.berube at gmail.com (Dustin Berube) Date: Sat, 20 Mar 2010 13:47:16 -0400 Subject: [rt-users] Determine Queue based off of email domain In-Reply-To: <20100320144841.GL3737@tamay-dogan.net> References: <3220d8f11003191930w46abb100s182947a865ec2705@mail.gmail.com> <20100320144841.GL3737@tamay-dogan.net> Message-ID: <3220d8f11003201047k10fa63c8scb81ff556c68a31a@mail.gmail.com> On Sat, Mar 20, 2010 at 10:48 AM, Michelle Konzack < linux4michelle at tamay-dogan.net> wrote: > Hello Dustin Berube, > > Am 2010-03-19 22:30:30, hacktest Du folgendes herunter: > > I would want anyone sending an email to techsupport at abc.com to have a > ticket > > created in a particular queue depending on the email domain they are a > part > > of. > > > > Example: > > @abc.com - goes to the ABC Ticket Queue > > @jkl.com - goes to the JKL Ticket Queue > > @xyz.com - goes to the XYZ Ticket Queue > > > > Is there a way to do this with RT's Scips or would I be better off trying > to > > filter mail for this criteria with postfix? > > Puzzeing around... > > I have 11 Request-Tracker for 7 different domains runing on a singel > "courier" server. Where is the problem? > > You create three accounts for > > techsupport at abc.com > techsupport at jkl.com > techsupport at xyz.com > > and each is handled seperateley. > > I agree I would like to go this route as well, however I don't have administrative access to two of the three domains and there is a lot of politics involved (I work in the local government sector). Two of the domains are handled by separate entities. I had a hard enough time just getting them to agree to email a helpdesk account instead of individual people. -------------- next part -------------- An HTML attachment was scrubbed... URL: From linux4michelle at tamay-dogan.net Sat Mar 20 15:23:50 2010 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Sat, 20 Mar 2010 20:23:50 +0100 Subject: [rt-users] Determine Queue based off of email domain In-Reply-To: <3220d8f11003201047k10fa63c8scb81ff556c68a31a@mail.gmail.com> References: <3220d8f11003191930w46abb100s182947a865ec2705@mail.gmail.com> <20100320144841.GL3737@tamay-dogan.net> <3220d8f11003201047k10fa63c8scb81ff556c68a31a@mail.gmail.com> Message-ID: <20100320192350.GN3737@tamay-dogan.net> Hello Dustin, Am 2010-03-20 13:47:16, hacktest Du folgendes herunter: > I agree I would like to go this route as well, however I don't have > administrative access to two of the three domains and there is a lot of > politics involved (I work in the local government sector). Two of the > domains are handled by separate entities. I had a hard enough time just > getting them to agree to email a helpdesk account instead of individual > people. I have a similar problem, but this was solved by forwarding ANY messages to to my server . And now I can do whatever I have to do with this account and push the mail back over the . Does not requie bigintervention on the customers side. Only Forwarding and accepting mails from my domain as relay. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack Apt. 917 50, rue de Soultz Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. FR: +33 6 61925193 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From torsten.brumm at googlemail.com Sat Mar 20 21:44:28 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 02:44:28 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? In-Reply-To: <20100320145612.GM3737@tamay-dogan.net> References: <20100320145612.GM3737@tamay-dogan.net> Message-ID: Hi Michelle, > I run RT in a modified version, because I have to handel 11 accounts > with 6 Domains, mean, I have created 11 UNIX accounts on my "courier" > mailserver and installed RT in the accounts to get arround with the > config files. > > What means modified version? what kind of modifications? And what is exactly the problem to handle this 11 accounts from 6 domains? > And since I use Debian GNU/Linux, I get headaches all the times if I > update something. > > Is there a possibility to make a GLOBAL RT installation > and have seperated configs for te accounts? > > If not, can this taken as feature Request for future versions? > I think all you need RT is already able to handle. > > In my main server alone I have to handel > > abuse@ > postmaster@ > support@ > tech-support@ > biz-support@ > sales@ > > OK, some mail addresses, and where is the problem? we handle around 1500 mail addresses with different domains....and one RT installation. Did you have more details? > Thanks, Greetings and nice Day/Evening > Michelle Konzack > Systemadministrator > 24V Electronic Engineer > Tamay Dogan Network > Debian GNU/Linux Consultant > > -- > Linux-User #280138 with the Linux Counter, http://counter.li.org/ > ##################### Debian GNU/Linux Consultant ##################### > Michelle Konzack > Apt. 917 > 50, rue de Soultz > Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France > IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 > ICQ #328449886 Tel. FR: +33 6 61925193 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Sat Mar 20 21:46:57 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 02:46:57 +0100 Subject: [rt-users] RT::iCal In-Reply-To: References: Message-ID: Creating Calendar (Apple Calendar etc) Entries from your Tickets/Searches. It is nice and saves my ass very often (i forgot almost everything) 2010/3/17 Kenneth Crocker > To list, > > What does iCal do? I might be interested in using it, but I don't know what > it relates to. 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 > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Sat Mar 20 21:53:52 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 02:53:52 +0100 Subject: [rt-users] Date Validation for a Custom Field In-Reply-To: <20100312231138.GA11167@easter-eggs.com> References: <892385B7-330A-42F7-A12E-95A7946DCC36@umbc.edu> <20100312231138.GA11167@easter-eggs.com> Message-ID: Hi Emmanuel, just saw this patch is against 3.8.6, does this mean it is included in 3.8.7/8? Torsten 2010/3/13 Emmanuel Lacour > On Fri, Mar 12, 2010 at 02:01:43PM -0500, Joe Kirby wrote: > > Currently RT Custom fields offer Mandatory, Digits, Year > > > > I would like to create a CF which require date validation and always > > ensures formatting (mm/dd/yyyy) > > > > Is this something that must be done at the Perl level or can it be > > done via online RT config CF management? > > > > You can also patch to have support for Date Customfields (with working > search like other RT date fields): > > http://rt3.fsck.com/Ticket/Display.html?id=8721&user=guest&pass=guest > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Sat Mar 20 21:58:28 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 02:58:28 +0100 Subject: [rt-users] "Field X changed" Custom Condition? In-Reply-To: <4BA0E3FC.6080305@kickflop.net> References: <4BA0E3FC.6080305@kickflop.net> Message-ID: Have you tried this: http://wiki.bestpractical.com/view/OnCustomFieldValueChange 2010/3/17 Jeff Blaine > I need to write a custom Condition for a scrip that > equates to 'If Custom Field X's value changed' > > Is there an API call for doing that, or do I need to > code the logic to retrieve the old + new values and > compare them? I can't seem to find a single call for it, > but I wanted to check. > > RT 3.8.7 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Sat Mar 20 22:02:30 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 03:02:30 +0100 Subject: [rt-users] Shredder In-Reply-To: References: Message-ID: Hi Jens, > I need to shred old tickets, tickets that have been closed for more than a > year or two. > > Why? Our RT database is now just over 115GB in size and mysql is not > coping. > > OK, thats not so big ;-) > I don't want to remove the tickets, I want to remove the transactions and > attachments. > > We have a RT Addon from BPS which is not removing/deleting the Attachements but stores them on disk instead of DB, this could work for you. @BPS: When will the AttachmentOnDisk Addon available at Github? > As I understand it, this will allow someone to still search for a ticket > and find some metadata about the ticket - helping the user to find more > information elsewhere about the issue. > > I couldn't work out how to do this. How do I use more than 1 plugin at a > time? > > Under RT 3.8? just add the second besides the first at the RT_SiteConfig.pm Plugin Entry...?!? > Does anyone know how? > > I look forward to your responses. > > Thanks & Regards > Jens > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From linux4michelle at tamay-dogan.net Sat Mar 20 23:51:53 2010 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Sun, 21 Mar 2010 04:51:53 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? In-Reply-To: References: <20100320145612.GM3737@tamay-dogan.net> Message-ID: <20100321035153.GR3737@tamay-dogan.net> Hello Torsten, Am 2010-03-21 02:44:28, hacktest Du folgendes herunter: > What means modified version? what kind of modifications? And what is exactly > the problem to handle this 11 accounts from 6 domains? The installation in Debian expect the config in /etc/... which mean, you can not run moe then one RT. > I think all you need RT is already able to handle. RT can only handel ONE RT account/E-Mail-Address > > abuse@ > > postmaster@ > > support@ > > tech-support@ > > biz-support@ > > sales@ > mail addresses with different domains....and one RT installation. NO!!! One RT installation per mailaccount sind you can not have more then one config. Exactly, I had to modify RT to look into the home dir of the acount. But RT cannot be made to do his globaly... Because many things ARE hardcoded The accounts do not have to do with each other... and then I have not only this six in one domain. I have 5 other domains on the same server with there own RT installations. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack Apt. 917 50, rue de Soultz Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. FR: +33 6 61925193 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From dustin.berube at gmail.com Sun Mar 21 00:28:19 2010 From: dustin.berube at gmail.com (Dustin Berube) Date: Sun, 21 Mar 2010 00:28:19 -0400 Subject: [rt-users] Determine Queue based off of email domain In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F936E0@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F936E0@w3hamboex11.ger.win.int.kn> Message-ID: <3220d8f11003202128s5c41c6abr679b561eedaee8f1@mail.gmail.com> On Sat, Mar 20, 2010 at 5:59 AM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Check out procmail, this is what you are looking for! Torsten Tortsen, Thanks for pointing me into the right direction with procmail. Here's the solution that I came up with (hopefully it will be helpful to someone else). /etc/procmailrc # Set Variables SHELL=/bin/sh LOGFILE=/var/log/procmail.log LOG="--- Logging ${LOGFILE} for ${LOGNAME}---\n " VERBOSE=yes RT_MAILGATE="/opt/rt3/bin/rt-mailgate" RT_URI="http://192.168.0.29/ticket" LOGABSTRACT=no # ABC :0 * ^From: .*@abc.com |/usr/bin/perl $RT_MAILGATE --queue "abc's Office" --action correspond --url $RT_URI # JKL :0 * ^From: . at jkl.org |/usr/bin/perl $RT_MAILGATE --queue "JKL" --action correspond --url $RT_URI # XYZ :0 * ^From: .*@XYZ.org |/usr/bin/perl $RT_MAILGATE --queue "XYZ" --action correspond --url $RT_URI # All others :0 * !^From: .*@abc.com|.*@jkl.org|.*@xyz.org |/usr/bin/perl $RT_MAILGATE --queue "External Users" --action correspond --url $RT_URI -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at iastate.edu Sun Mar 21 01:12:27 2010 From: john at iastate.edu (John Hascall) Date: Sun, 21 Mar 2010 00:12:27 CDT Subject: [rt-users] Determine Queue based off of email domain In-Reply-To: Your message of Sun, 21 Mar 2010 00:28:19 -0400. <3220d8f11003202128s5c41c6abr679b561eedaee8f1@mail.gmail.com> Message-ID: <8955.1269148347@malison.ait.iastate.edu> A couple of things you might have missed... > # Set Variables > SHELL=/bin/sh > LOGFILE=/var/log/procmail.log > LOG="--- Logging ${LOGFILE} for ${LOGNAME}---\n " > VERBOSE=yes > RT_MAILGATE="/opt/rt3/bin/rt-mailgate" > RT_URI="http://192.168.0.29/ticket" > > LOGABSTRACT=no > > # ABC > :0 > * ^From: .*@abc.com > |/usr/bin/perl $RT_MAILGATE --queue "abc's Office" --action correspond --url > $RT_URI > > # JKL > :0 > * ^From: . at jkl.org ^^^^^^^^^^^^^^---- you are missing a '*' on this line > |/usr/bin/perl $RT_MAILGATE --queue "JKL" --action correspond --url $RT_URI > > # XYZ > :0 > * ^From: .*@XYZ.org > |/usr/bin/perl $RT_MAILGATE --queue "XYZ" --action correspond --url $RT_URI > > # All others > :0 > * !^From: .*@abc.com|.*@jkl.org|.*@xyz.org ^^^--- you don't need this line, procmail only does one delivery unless you use the 'c' flag > |/usr/bin/perl $RT_MAILGATE --queue "External Users" --action correspond > --url $RT_URI From elacour at easter-eggs.com Sun Mar 21 02:53:47 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 21 Mar 2010 07:53:47 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? In-Reply-To: <20100321035153.GR3737@tamay-dogan.net> References: <20100320145612.GM3737@tamay-dogan.net> <20100321035153.GR3737@tamay-dogan.net> Message-ID: <20100321065347.GF24830@easter-eggs.com> On Sun, Mar 21, 2010 at 04:51:53AM +0100, Michelle Konzack wrote: > > RT can only handel ONE RT account/E-Mail-Address > Standard RT configuration is to use 2 addresses for _each_ queue (one for correspondances, one for comments). Then you can have several queues with a set of permissions that allow groups of people show only tickets they need to show. Suppose you have domains foo.com, bar.com, you can have (it depends on your workflow) a queue: abuse_foo abuse_bar postmaster_foo postmaster_bar etc... for each queue, you configure the corresponding email address and a group of people that should work on with appropriate rights. Maybe you should buy the book "RT essentials" ? ;) Or maybe I do not understand your questions ... From elacour at easter-eggs.com Sun Mar 21 02:56:25 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 21 Mar 2010 07:56:25 +0100 Subject: [rt-users] Date Validation for a Custom Field In-Reply-To: References: <892385B7-330A-42F7-A12E-95A7946DCC36@umbc.edu> <20100312231138.GA11167@easter-eggs.com> Message-ID: <20100321065625.GG24830@easter-eggs.com> On Sun, Mar 21, 2010 at 02:53:52AM +0100, Torsten Brumm wrote: > Hi Emmanuel, > just saw this patch is against 3.8.6, does this mean it is included in > 3.8.7/8? > 3.8.7, no 3.8.8, not yet (@BPS, many users want it, anyone to review it?) From torsten.brumm at googlemail.com Sun Mar 21 05:59:21 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 10:59:21 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? In-Reply-To: <20100321035153.GR3737@tamay-dogan.net> References: <20100320145612.GM3737@tamay-dogan.net> <20100321035153.GR3737@tamay-dogan.net> Message-ID: Hi Michelle, Emmanuel already pointed you the correct solution but let me try to understand your setup: Your setup, lets say: abuse at foo.com -> Queue: abuse_foo postmaster at foo.com -> Queue: postmaster_foo support at foo.com -> Queue: support_foo tech-support at foo.com -> Queue: techsupport_foo biz-support at foo.com -> Queue: bizsupport_foo sales at foo.com -> Queue: sales_foo abuse at bar.com -> Queue: abuse_bar postmaster at bar.com -> Queue: postmaster_bar support at bar.com -> Queue: support_bar tech-support at bar.com -> Queue: techsupport_bar biz-support at bar.com -> Queue: bizsupport_bar sales at bar.com -> Queue: sales_bar This can easily handled by /etc/alias file and the queue setup is also easy like Emmanuel explained. You don't need much magic for this and you don't need several installations of RT for this. Is this the setup you are looking for?!? Torsten 2010/3/21 Michelle Konzack > Hello Torsten, > > Am 2010-03-21 02:44:28, hacktest Du folgendes herunter: > > What means modified version? what kind of modifications? And what is > exactly > > the problem to handle this 11 accounts from 6 domains? > > The installation in Debian expect the config in /etc/... > which mean, you can not run moe then one RT. > > > I think all you need RT is already able to handle. > > RT can only handel ONE RT account/E-Mail-Address > > > > abuse@ > > > postmaster@ > > > support@ > > > tech-support@ > > > biz-support@ > > > sales@ > > mail addresses with different domains....and one RT installation. > > NO!!! One RT installation per mailaccount sind you can not have more > then one config. Exactly, I had to modify RT to look into the home dir > of the acount. > > But RT cannot be made to do his globaly... > Because many things ARE hardcoded > > The accounts do not have to do with each other... and then I have not > only this six in one domain. I have 5 other domains on the same server > with there own RT installations. > > Thanks, Greetings and nice Day/Evening > Michelle Konzack > Systemadministrator > 24V Electronic Engineer > Tamay Dogan Network > Debian GNU/Linux Consultant > > -- > Linux-User #280138 with the Linux Counter, http://counter.li.org/ > ##################### Debian GNU/Linux Consultant ##################### > Michelle Konzack > Apt. 917 > 50, rue de Soultz > Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France > IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 > ICQ #328449886 Tel. FR: +33 6 61925193 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From linux4michelle at tamay-dogan.net Sun Mar 21 06:52:52 2010 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Sun, 21 Mar 2010 11:52:52 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? In-Reply-To: References: <20100320145612.GM3737@tamay-dogan.net> <20100321035153.GR3737@tamay-dogan.net> Message-ID: <20100321105252.GT3737@tamay-dogan.net> Hello Torsten Brumm, Am 2010-03-21 10:59:21, hacktest Du folgendes herunter: > Hi Michelle, > Emmanuel already pointed you the correct solution but let me try to > understand your setup: > > Your setup, lets say: > This can easily handled by /etc/alias file and the queue setup is also easy > like Emmanuel explained. > > You don't need much magic for this and you don't need several installations > of RT for this. But this mean, I have to use ONE VHost for all! I can not use seperated VHosts for "abuse/postmaster", "support" and "biz-support" which are 3 completely differnt departements. > Is this the setup you are looking for?!? Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack Apt. 917 50, rue de Soultz Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. FR: +33 6 61925193 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From torsten.brumm at googlemail.com Sun Mar 21 07:40:51 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 12:40:51 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? In-Reply-To: <20100321105252.GT3737@tamay-dogan.net> References: <20100320145612.GM3737@tamay-dogan.net> <20100321035153.GR3737@tamay-dogan.net> <20100321105252.GT3737@tamay-dogan.net> Message-ID: Hi Michelle, > You don't need much magic for this and you don't need several > installations > > of RT for this. > > But this mean, I have to use ONE VHost for all! > > I can not use seperated VHosts for "abuse/postmaster", "support" and > "biz-support" which are 3 completely differnt departements. > > Yes, thats correct, but why you need this? RT can handle this for you, why several vhosts? You grant Department Sales at bar.com the rights to see their your and sales at foo.com the rights to see their one requests And yes, you can also setup rt in that way that all department queues come with their own RT Subject line. Don't understand the problem ;-) Torsten > > Is this the setup you are looking for?!? > > Thanks, Greetings and nice Day/Evening > Michelle Konzack > Systemadministrator > 24V Electronic Engineer > Tamay Dogan Network > Debian GNU/Linux Consultant > > -- > Linux-User #280138 with the Linux Counter, http://counter.li.org/ > ##################### Debian GNU/Linux Consultant ##################### > Michelle Konzack > Apt. 917 > 50, rue de Soultz > Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France > IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 > ICQ #328449886 Tel. FR: +33 6 61925193 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From polloxx at gmail.com Sun Mar 21 08:39:53 2010 From: polloxx at gmail.com (polloxx) Date: Sun, 21 Mar 2010 13:39:53 +0100 Subject: [rt-users] CommandByMail hide commands Message-ID: Dear list, Is there a way to hide CommandByMail commands from the requestor? When we 'resolve' a ticket via mail the requestor receives the mail. Can we hide this? Thx, P. From torsten.brumm at googlemail.com Sun Mar 21 11:47:46 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 21 Mar 2010 16:47:46 +0100 Subject: [rt-users] Problem installing latest RT from GIT Message-ID: Hi Group just tried to install latest rt from git and i'm getting confused: config: ./configure --enable-graphviz --enable-gd --with-web-handler=fastcgi --with-db-rt-pass=apassword --with-web-user=apache --with-web-group=apache So, no GPG, after fixing all deps (mostly via rpm/yum) i get the following from make testdeps: SOME DEPENDENCIES WERE MISSING. GPG missing dependencies: GnuPG::Interface ...MISSING OK, i thought i don't use GPG but let me install it: [root at rt3 bestpractical-rt-cb95899]# perl -MCPAN -e 'install GnuPG::Interface' CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Sun, 21 Mar 2010 13:50:09 GMT GnuPG::Interface is up to date. make testdeps still shows the error. Tried later with --disable-gpg works well. So it looks like i have to disable it to get all working, correct or and error? Any ideas? -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From linux4michelle at tamay-dogan.net Sun Mar 21 13:17:53 2010 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Sun, 21 Mar 2010 18:17:53 +0100 Subject: [rt-users] How to install RT global to handel 11 accounts seperately? In-Reply-To: References: <20100320145612.GM3737@tamay-dogan.net> <20100321035153.GR3737@tamay-dogan.net> <20100321105252.GT3737@tamay-dogan.net> Message-ID: <20100321171753.GV3737@tamay-dogan.net> Hello Torsten Brumm, #### I am ON THE LIST and do not need to be CC'ed #### Am 2010-03-21 12:40:51, hacktest Du folgendes herunter: > Yes, thats correct, but why you need this? RT can handle this for you, why > several vhosts? Because I use SUBDOMAINS for several different things and one of those things are itsystems.tamay-dogan.net electronica.tamay-dogan.net energia.tamay-dogan.net support.tdwave.net business.tdwave.net which are on the same physical host for examle and have nothing to with each other and nearly each ofthse has two or more RT things running. > You grant Department Sales at bar.com the rights to see their your and > sales at foo.com the rights to see their one requests > > And yes, you can also setup rt in that way that all department queues come > with their own RT Subject line. This had not worked for me. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack Apt. 917 50, rue de Soultz Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. FR: +33 6 61925193 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From Craig.Scott at stc.ac.uk Sun Mar 21 18:20:34 2010 From: Craig.Scott at stc.ac.uk (Craig Scott) Date: Sun, 21 Mar 2010 22:20:34 +0000 Subject: [rt-users] (no subject) Message-ID: <319CBCCE68E8764BB305EC87C9661F0304AF1DD02B@wst-stc-mail-02.STC.AC.UK> subscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From Craig.Scott at stc.ac.uk Sun Mar 21 18:31:05 2010 From: Craig.Scott at stc.ac.uk (Craig Scott) Date: Sun, 21 Mar 2010 22:31:05 +0000 Subject: [rt-users] RT SLA Extension Message-ID: <319CBCCE68E8764BB305EC87C9661F0304AF1DD02C@wst-stc-mail-02.STC.AC.UK> Hi, I've encountered what appears to be a limitation in the RT SLA extension, if the minutes value applied to an SLA is greater then 1000 the Due date value fails to be set. For example, we've got an SLA for 1 month, which equates to 20, 8.5 hour days, therefore business minutes for the SLA would be defined as 60*8.5*20 - in practice this doesn't work, the due date is blank, when i reduce the SLA to 19 days it works. I'm guessing there is some sort of limitation in the code? Craig -------------- next part -------------- An HTML attachment was scrubbed... URL: From dustin.berube at gmail.com Sun Mar 21 23:32:22 2010 From: dustin.berube at gmail.com (Dustin Berube) Date: Sun, 21 Mar 2010 23:32:22 -0400 Subject: [rt-users] Determine Queue based off of email domain In-Reply-To: <996ab0891003212006t5c4a9182sff78f1e2d5d43db0@mail.gmail.com> References: <3220d8f11003191930w46abb100s182947a865ec2705@mail.gmail.com> <996ab0891003212006t5c4a9182sff78f1e2d5d43db0@mail.gmail.com> Message-ID: <3220d8f11003212032v5e777886u218cf18ac09d915e@mail.gmail.com> On Sun, Mar 21, 2010 at 11:06 PM, Matt Hoover wrote: > Dustin- > > I think the best way to handle that would be thru your postfix > configuration. Just send each alias to a different Q... > > http://www.postfix.org/VIRTUAL_README.html#virtual_alias > > Once you have email being delivered to those aliases -follow the wiki and > pipe your email to rt-mailgate and specify the queue. > > http://wiki.bestpractical.com/view/ManualEmailConfig > > Matt > Matt, I don't disagree with you, using the procmail recipes was the best option in this scenario due to politics. The outside entities that I deal with will not change the support email address so I had to make it work with what I had. Actually the procmail recipes I posted are working extremely well in this environment. Basically postfix is just passing the messages over to procmail for filtering and delivery. I set the mailbox_command directive in /etc/postfix/main.cf to equal this: mailbox_command = /usr/bin/procmail -------------- next part -------------- An HTML attachment was scrubbed... URL: From zuckercorn.barry at gmail.com Mon Mar 22 00:05:50 2010 From: zuckercorn.barry at gmail.com (Zuckercorn, Barry) Date: Sun, 21 Mar 2010 23:05:50 -0500 Subject: [rt-users] How to use Apache authentication methods for NoAuth pages? (fastcgi and apache2 RT not respecting htaccess) Message-ID: I have some NoAuth pages I'd like to use with htaccess/htpasswd-style Apache authentication but NoAuth pages served by Request Tracker don't seem to respect my settings in Apache's configuration. Additionally, the pages themselves aren't requesting a username and password which I'd really like for a few of the NoAuth pages. This allows us to give people different summary views of ticket data through our own templates to present RequestTracker tickets to internal groups. So that doesn't work and neither do protections that Apache applies to those files, letting remote users request the .htpasswd and .htaccess files off the filesystem in spite of my configuration in Apache. For example, I have the following in my httpd.conf: Order allow,deny Deny from all So I imagine this means RT's fastcgi instance is taking over and these requests aren't actually going to Apache, but I do see them in Apache's log: [20/Mar/2010:22:14:25 -0500] 128.255.76.130 TLSv1 DHE-RSA-AES256-SHA "GET /NoAuth/helpdesk/.htaccess HTTP/1.1" 15 [20/Mar/2010:22:35:52 -0500] 128.255.76.130 TLSv1 DHE-RSA-AES256-SHA "GET /NoAuth/helpdesk/.htaccess HTTP/1.1" 15 Any ideas on what is happening? I have no occurrence of AllowOverride None in my httpd.conf. From Derek.Che at mox.linde.com Mon Mar 22 04:58:16 2010 From: Derek.Che at mox.linde.com (Che,Derek) Date: Mon, 22 Mar 2010 16:58:16 +0800 Subject: [rt-users] RT3.8.4, Apache2, MySQL, Authen-ExternalAuth Problem Message-ID: <341E26511886B942ABC9290EC6063CD3A7B090@semybexcmb01.as.boc.com> Hi Gurus, I'm new to RT. I managed to setup RT 3.8.4 onto an Ubuntu 9.10 server with Apache2 and MySQL. Here is what I'm trying to achieve: I have an AD on domain1.com connected to an Exchange server on domain2.com. I wanted to setup the ExternalAuth plugin such that it can authenticate users from domain1.com and pick up the email address in domain2.com I hope that you can help me since I'm not a Perl programmer. Regards, Derek Che The information contained in this email and any attachments may be confidential and is provided solely for the use of the intended recipient(s). If you are not the intended recipient, you are hereby notified that any disclosure, distribution, or use of this e-mail, its attachments or any information contained therein is unauthorized and prohibited. If you have received this in error, please contact the sender immediately and delete this e-mail and any attachments. No responsibility is accepted for any virus or defect that might arise from opening this e-mail or attachments, whether or not it has been checked by anti-virus software. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Mar 22 09:19:45 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 22 Mar 2010 16:19:45 +0300 Subject: [rt-users] RT SLA Extension In-Reply-To: <319CBCCE68E8764BB305EC87C9661F0304AF1DD02C@wst-stc-mail-02.STC.AC.UK> References: <319CBCCE68E8764BB305EC87C9661F0304AF1DD02C@wst-stc-mail-02.STC.AC.UK> Message-ID: <589c94401003220619m5adce1cfn42eefb2f6b78fd4e@mail.gmail.com> Hello, It's limitation and I'm forwarding this email to bugs queue on rt.cpan.org. I believe it can be improved in Business::Hours and this module itself to handle wider periods of time, but at this moment I don't have time to work on this. You can either send me patch or order custom development from best practical to change this. If you're going to patch things then you should look at add_seconds method in Business::Hours module. There is static $MAXTIME variable in that function. The variable should become an optional argument of the method and RT::Extension::SLA should generate some reasonable value depending on the current configuration. On Mon, Mar 22, 2010 at 1:31 AM, Craig Scott wrote: > Hi, I?ve encountered what appears to be a limitation in the RT SLA > extension, if the minutes value applied to an SLA is greater then 1000 the > Due date value fails to be set. > > > > For example, we?ve got an SLA for 1 month, which equates to 20, 8.5 hour > days, therefore business minutes for the SLA would be defined as 60*8.5*20 ? > in practice this doesn?t work, the due date is blank, when i reduce the SLA > to 19 days it works. > > > > I?m guessing there is some sort of limitation in the code? > > > > Craig > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Mar 22 09:21:06 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 22 Mar 2010 16:21:06 +0300 Subject: [rt-users] RT SLA Extension In-Reply-To: <589c94401003220619m5adce1cfn42eefb2f6b78fd4e@mail.gmail.com> References: <319CBCCE68E8764BB305EC87C9661F0304AF1DD02C@wst-stc-mail-02.STC.AC.UK> <589c94401003220619m5adce1cfn42eefb2f6b78fd4e@mail.gmail.com> Message-ID: <589c94401003220621q1c5a625jb097279366c8431a@mail.gmail.com> Craig, Bug landed as https://rt.cpan.org/Ticket/Display.html?id=55783 On Mon, Mar 22, 2010 at 4:19 PM, Ruslan Zakirov wrote: > Hello, > > It's limitation and I'm forwarding this email to bugs queue on > rt.cpan.org. I believe it can be improved in Business::Hours and this > module itself to handle wider periods of time, but at this moment I > don't have time to work on this. > > You can either send me patch or order custom development from best > practical to change this. > > If you're going to patch things then you should look at add_seconds > method in Business::Hours module. There is static $MAXTIME variable in > that function. The variable should become an optional argument of the > method and RT::Extension::SLA should generate some reasonable value > depending on the current configuration. > > On Mon, Mar 22, 2010 at 1:31 AM, Craig Scott wrote: >> Hi, I?ve encountered what appears to be a limitation in the RT SLA >> extension, if the minutes value applied to an SLA is greater then 1000 the >> Due date value fails to be set. >> >> >> >> For example, we?ve got an SLA for 1 month, which equates to 20, 8.5 hour >> days, therefore business minutes for the SLA would be defined as 60*8.5*20 ? >> in practice this doesn?t work, the due date is blank, when i reduce the SLA >> to 19 days it works. >> >> >> >> I?m guessing there is some sort of limitation in the code? >> >> >> >> Craig >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 ktm at rice.edu Mon Mar 22 09:04:05 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 22 Mar 2010 08:04:05 -0500 Subject: [rt-users] CommandByMail hide commands In-Reply-To: References: Message-ID: <20100322130405.GN1218@it.is.rice.edu> What about using the comment address and not the E-mail address. It should also be possible to make a patch to strip them out, maybe to a separate attachment to help debug problems. Ken On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: > Dear list, > > Is there a way to hide CommandByMail commands from the requestor? > When we 'resolve' a ticket via mail the requestor receives the mail. > Can we hide this? > > Thx, > P. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Craig.Scott at stc.ac.uk Mon Mar 22 09:56:48 2010 From: Craig.Scott at stc.ac.uk (Craig Scott) Date: Mon, 22 Mar 2010 13:56:48 +0000 Subject: [rt-users] RT SLA Extension In-Reply-To: <589c94401003220619m5adce1cfn42eefb2f6b78fd4e@mail.gmail.com> References: <319CBCCE68E8764BB305EC87C9661F0304AF1DD02C@wst-stc-mail-02.STC.AC.UK> <589c94401003220619m5adce1cfn42eefb2f6b78fd4e@mail.gmail.com> Message-ID: <319CBCCE68E8764BB305EC87C9661F0304AF1DD03D@wst-stc-mail-02.STC.AC.UK> Thanks Ruslan, came to same conclusion last night. I edited the "my $MAXTIME = ( 30 * 24 * 60 * 60 );" in the add_seconds method to "my $MAXTIME = ( 90 * 24 * 60 * 60 );" so it can handle up to 90 days, seams to work OK with no adverse effects noticed yet. Craig -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: 22 March 2010 13:20 To: Craig Scott Cc: rt-users at lists.bestpractical.com; bug-RT-Extension-SLA at rt.cpan.org Subject: Re: [rt-users] RT SLA Extension Hello, It's limitation and I'm forwarding this email to bugs queue on rt.cpan.org. I believe it can be improved in Business::Hours and this module itself to handle wider periods of time, but at this moment I don't have time to work on this. You can either send me patch or order custom development from best practical to change this. If you're going to patch things then you should look at add_seconds method in Business::Hours module. There is static $MAXTIME variable in that function. The variable should become an optional argument of the method and RT::Extension::SLA should generate some reasonable value depending on the current configuration. On Mon, Mar 22, 2010 at 1:31 AM, Craig Scott wrote: > Hi, I?ve encountered what appears to be a limitation in the RT SLA > extension, if the minutes value applied to an SLA is greater then 1000 the > Due date value fails to be set. > > > > For example, we?ve got an SLA for 1 month, which equates to 20, 8.5 hour > days, therefore business minutes for the SLA would be defined as 60*8.5*20 ? > in practice this doesn?t work, the due date is blank, when i reduce the SLA > to 19 days it works. > > > > I?m guessing there is some sort of limitation in the code? > > > > Craig > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From rfh at vialtus.com Mon Mar 22 09:41:37 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 22 Mar 2010 13:41:37 +0000 Subject: [rt-users] slower sql on 3.8.7 Message-ID: <4BA77391.6040704@vialtus.com> Hi; apache / mod_perl 2 and mysql 5.1.24 Just upgraded to 3.8.7 including the database schema changes (changing tables to utf8 -- etc ) One of my users often executes the following query: ( Subject LIKE 'EXAMPLE' OR Subject LIKE 'EXAMPLE CC' OR Subject LIKE 'EXAMPLE 2' OR Requestor.EmailAddress LIKE 'someemail.com' ) AND ( Created > '31/12/08' AND Created < '1/3/09' ) Before the upgrade the page use to take ~ 1minute to display the result , however since the upgrade its taking over 9 minutes; the sql generated is SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 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.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.EmailAddress LIKE '%someemail.com%') AND (main.Status != 'deleted') AND ( ( main.Subject LIKE '%EXAMPLE%' OR main.Subject LIKE '%EXAMPLE CC%' OR main.Subject LIKE '%EXAMPLE 2%' OR ( CachedGroupMembers_2.id IS NOT NULL ) ) AND ( main.Created > '2008-12-31 00:00:00' AND main.Created < '2009-03-01 00:00:00' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); followed by: SELECT (DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 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.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.EmailAddress LIKE '%someemail.com%') AND (main.Status != 'deleted') AND ( ( main.Subject LIKE '%EXAMPLE%' OR main.Subject LIKE '%EXAMPLE CC%' OR main.Subject LIKE '%EXAMPLE 2%' OR ( CachedGroupMembers_2.id IS NOT NULL ) ) AND ( main.Created > '2008-12-31 00:00:00' AND main.Created < '2009-03-01 00:00:00' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); An explain *************************** 1. row *************************** id: 1 select_type: SIMPLE table: Groups_1 type: ref possible_keys: Groups1,Groups2,Group3,Group4,Group5 key: Groups2 key_len: 67 ref: const rows: 166464 Extra: Using where; Using index *************************** 2. row *************************** id: 1 select_type: SIMPLE table: Users_3 type: index possible_keys: NULL key: Users4 key_len: 123 ref: NULL rows: 434757 Extra: Using where; Using index; Using join buffer *************************** 3. row *************************** id: 1 select_type: SIMPLE table: main type: eq_ref possible_keys: PRIMARY,Tickets3,Tickets4,Tickets5,Tickets6 key: PRIMARY key_len: 4 ref: rt3.Groups_1.Instance rows: 1 Extra: Using where *************************** 4. row *************************** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,GrouMem,CachedGroupMembers3 key: DisGrouMem key_len: 10 ref: rt3.Groups_1.id,rt3.Users_3.id rows: 1 Extra: Using where; Using index Which to me looks fine, we do have a large database with 539049 tickets and 2658347 rows in the Groups table and 5522188 in CachedGroupMembers , however I am puzzled why its x9 slower with the newer version ?? Have I missed an index ?? Any help will be truly appreciated. Regards; From rfh at vialtus.com Mon Mar 22 12:09:00 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 22 Mar 2010 16:09:00 +0000 Subject: [rt-users] Can't call method "LanguageHandle" Message-ID: <4BA7961C.4000307@vialtus.com> Upgraded from 3.6.4 to 3.8.7 After the upgrade some of my users are getting the below message: Can't call method "LanguageHandle" on unblessed reference at /opt/rt3/share/html/l line 49. we only use english and have set Set(@LexiconLanguages, qw(en)); in RT_SiteConfig but no luck ?? any ideas why we are getting this Regards; Roy From polloxx at gmail.com Mon Mar 22 12:47:37 2010 From: polloxx at gmail.com (polloxx) Date: Mon, 22 Mar 2010 17:47:37 +0100 Subject: [rt-users] CommandByMail hide commands In-Reply-To: <20100322130405.GN1218@it.is.rice.edu> References: <20100322130405.GN1218@it.is.rice.edu> Message-ID: Can you be more specific? I also posted my question on the cpanforum but that seems death. P. On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall wrote: > What about using the comment address and not the E-mail > address. It should also be possible to make a patch to > strip them out, maybe to a separate attachment to help > debug problems. > > Ken > > On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: >> Dear list, >> >> Is there a way to hide CommandByMail commands from the requestor? >> When we 'resolve' a ticket via mail the requestor receives the mail. >> Can we hide this? >> >> Thx, >> P. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> 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 Mon Mar 22 12:47:50 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Mar 2010 12:47:50 -0400 Subject: [rt-users] Problem installing latest RT from GIT In-Reply-To: References: Message-ID: <20100322164750.GI8401@bestpractical.com> On Sun, Mar 21, 2010 at 04:47:46PM +0100, Torsten Brumm wrote: > Hi Group > just tried to install latest rt from git and i'm getting confused: > > config: > > ./configure --enable-graphviz --enable-gd --with-web-handler=fastcgi > --with-db-rt-pass=apassword --with-web-user=apache --with-web-group=apache > > So, no GPG, after fixing all deps (mostly via rpm/yum) i get the following > from make testdeps: > > SOME DEPENDENCIES WERE MISSING. > GPG missing dependencies: > GnuPG::Interface ...MISSING > > OK, i thought i don't use GPG but let me install it: > > [root at rt3 bestpractical-rt-cb95899]# perl -MCPAN -e 'install > GnuPG::Interface' > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Sun, 21 Mar 2010 13:50:09 GMT > GnuPG::Interface is up to date. What versions of gpg and GPG::Interface do you have installed? What does perl -e'use GnuPG::Interface 99999' say? -j From jesse at bestpractical.com Mon Mar 22 12:50:40 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Mar 2010 12:50:40 -0400 Subject: [rt-users] Date Validation for a Custom Field In-Reply-To: <20100321065625.GG24830@easter-eggs.com> References: <892385B7-330A-42F7-A12E-95A7946DCC36@umbc.edu> <20100312231138.GA11167@easter-eggs.com> <20100321065625.GG24830@easter-eggs.com> Message-ID: <20100322165040.GL8401@bestpractical.com> On Sun, Mar 21, 2010 at 07:56:25AM +0100, Emmanuel Lacour wrote: > On Sun, Mar 21, 2010 at 02:53:52AM +0100, Torsten Brumm wrote: > > Hi Emmanuel, > > just saw this patch is against 3.8.6, does this mean it is included in > > 3.8.7/8? > > > > > 3.8.7, no > > 3.8.8, not yet (@BPS, many users want it, anyone to review it?) > Last I recall, ruslan had some concerns about ... searching, maybe? From wayne at fsckin.com Mon Mar 22 12:58:11 2010 From: wayne at fsckin.com (Wayne Richardson) Date: Mon, 22 Mar 2010 11:58:11 -0500 Subject: [rt-users] Some users get permission errors when creating tickets via email after migration to a new host. Message-ID: <58f6d7071003220958u434ad5e2ra044872efc4fae35@mail.gmail.com> I had some failing hardware on a machine and had to migrate RT quickly. I did a mysql dump and upgraded from 3.6 to 3.8 at the same time. Everything seemed well, but now some users send emails to the queue and then no auto-reply, OR they get something like this: No permission to create tickets in the queue 'QueueName' I've checked permissions, all seem fine -- privileged, unprivileged, and everyone have been granted CommentOnTicket, CreateTicket, and ReplyToTicket. Where should I look first? From jblaine at kickflop.net Mon Mar 22 13:13:03 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 22 Mar 2010 13:13:03 -0400 Subject: [rt-users] Can't locate object method "now" via package "DateTime" Message-ID: <4BA7A51F.4060905@kickflop.net> Hmm, I never saw Kevin Falcone's original response until I browsed the rt-users archive just now. http://lists.bestpractical.com/pipermail/rt-users/2010-March/063739.html > Which version of DateTime do you have installed? > > perl -MDateTime\ 9 > > -kevin Answer: the latest from CPAN # perl -MDateTime\ 9 DateTime version 9 required--this is only version 0.55. BEGIN failed--compilation aborted. # http://search.cpan.org/dist/DateTime/ Very confused. Where does one get version 9 of DateTime? From ruslan.zakirov at gmail.com Mon Mar 22 16:17:44 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 22 Mar 2010 23:17:44 +0300 Subject: [rt-users] Can't call method "LanguageHandle" In-Reply-To: <4BA7961C.4000307@vialtus.com> References: <4BA7961C.4000307@vialtus.com> Message-ID: <589c94401003221317o19985b19l80d0488d49c9bca3@mail.gmail.com> Hello Raed, I've seen it recently too, but havn't dived into fixing, yet. On Mon, Mar 22, 2010 at 7:09 PM, Raed El-Hames wrote: > Upgraded from 3.6.4 to 3.8.7 > > After the upgrade some of my users are getting the below message: > Can't call method "LanguageHandle" on unblessed reference at > /opt/rt3/share/html/l line 49. > > we only use english and have set > Set(@LexiconLanguages, qw(en)); > in RT_SiteConfig but no luck ?? any ideas why we are getting this > > Regards; > Roy > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From rfh at vialtus.com Tue Mar 23 06:18:51 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Tue, 23 Mar 2010 10:18:51 +0000 Subject: [rt-users] Can't call method "LanguageHandle" In-Reply-To: <589c94401003221317o19985b19l80d0488d49c9bca3@mail.gmail.com> References: <4BA7961C.4000307@vialtus.com> <589c94401003221317o19985b19l80d0488d49c9bca3@mail.gmail.com> Message-ID: <4BA8958B.6030603@vialtus.com> Hi Rus; I don't mind debugging/fixing myself but not sure where / how I changed sub LanguageHandle in RT::CurrentUser to: sub LanguageHandle { my $self = shift; push @_, 'en'; $self->{'LangHandle'} = RT::I18N->get_handle(@_); return $self->{'LangHandle'}; } but still getting the same phantom error, which on refresh (once or twice) seems to disappear my next step is to edit html/l itself , unless you have any suggestions?? Regards; Roy Ruslan Zakirov wrote: > Hello Raed, > > I've seen it recently too, but havn't dived into fixing, yet. > > On Mon, Mar 22, 2010 at 7:09 PM, Raed El-Hames wrote: > >> Upgraded from 3.6.4 to 3.8.7 >> >> After the upgrade some of my users are getting the below message: >> Can't call method "LanguageHandle" on unblessed reference at >> /opt/rt3/share/html/l line 49. >> >> we only use english and have set >> Set(@LexiconLanguages, qw(en)); >> in RT_SiteConfig but no luck ?? any ideas why we are getting this >> >> Regards; >> Roy >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > > From Vitaly.Tskhovrebov at exigenservices.com Tue Mar 23 09:11:53 2010 From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov) Date: Tue, 23 Mar 2010 16:11:53 +0300 Subject: [rt-users] Multi-threaded FCGI Message-ID: Hey guys, How do you think, couldn't be better to support RT with multithreaded FCGI for faster responses? I've got 4 CPU here and I would like to load them all. From falcone at bestpractical.com Tue Mar 23 09:46:42 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 09:46:42 -0400 Subject: [rt-users] Requestor not notified on ticket rejection In-Reply-To: <4B993660.1060107@umanitoba.ca> References: <4B993660.1060107@umanitoba.ca> Message-ID: <20100323134642.GQ96739@jibsheet.com> On Thu, Mar 11, 2010 at 12:28:48PM -0600, Michael Ellis wrote: > I'm having a problem where requestors are not being notified when their > request is rejected. Is this normal RT behavior? RT does not ship with a script for that, but newer RTs come with an On Reject condition you can use -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 09:47:49 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 09:47:49 -0400 Subject: [rt-users] counting responses using article x In-Reply-To: <832307.29916.qm@web55703.mail.re3.yahoo.com> References: <832307.29916.qm@web55703.mail.re3.yahoo.com> Message-ID: <20100323134749.GR96739@jibsheet.com> On Thu, Mar 11, 2010 at 12:21:52PM -0800, gg wrote: > We are using RT 3.6.3 > > I've been looking at the database but have not yet been able to figure out a way to query for > all tickets that used a particular article. > > Is there any way to query for this, or does RT not track this in the DB? I assume by article you're also using RTFM If you go to the article itself, it'll have links back to every ticket that used it, and you can build statistics using the Links table -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 09:49:32 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 09:49:32 -0400 Subject: [rt-users] GnuPg In-Reply-To: <631596698.896226.1268340482009.JavaMail.open-xchange@oxltgw04.schlund.de> References: <631596698.896226.1268340482009.JavaMail.open-xchange@oxltgw04.schlund.de> Message-ID: <20100323134932.GS96739@jibsheet.com> On Thu, Mar 11, 2010 at 09:48:01PM +0100, Christian Cuvelier wrote: > short question, what i have to do to setup GnuPG. Should i generate keys external ? An then > where i should copy them? You do have to generate RT's keys, and you should also read lib/RT/Crypt/GnuPG.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 09:52:59 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 09:52:59 -0400 Subject: [rt-users] Problem with Reminders Due date In-Reply-To: References: Message-ID: <20100323135259.GT96739@jibsheet.com> On Thu, Mar 11, 2010 at 03:43:37PM -0800, Kenneth Crocker wrote: > I'm on 3.8.7 and just noticed that when I select a due date for a reminder (either entering > directly or using the "calendar") it always ends up as 30-Nov-1999. This sounds like a local bug, I can't replicate it against vanilla 3.8.7 > I also noticed that when I resolve the ticket, the reminder stays open. > Has anyone else noticed this? Does anyone have a fix or have I set something wrong? > Thanks. I'm not aware of any code in RT to go resolve Reminders after a ticket is resolved. It could certainly be done with a Scrip -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 09:55:04 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 09:55:04 -0400 Subject: [rt-users] RT Self Service In-Reply-To: <001001cac199$01527a60$03f76f20$@mello@cosol.com.au> References: <001001cac199$01527a60$03f76f20$@mello@cosol.com.au> Message-ID: <20100323135504.GU96739@jibsheet.com> On Fri, Mar 12, 2010 at 02:03:42PM +1000, Andre Mello wrote: > 1) I have a non privileged user and have raised 2 tickets as that user from the RT Self > Service web page. However I cannot see the tickets in either "Open Tickets" or "Closed > Tickets" in the RT Self Service web page. What do I need to do to have these 2 tickets show > in the "Open Tickets" or "Closed Tickets" sections? The non privileged user can search for > the tickets though, but that's not how it should be... Those searches are predicated on the user being a requestor or other watcher of the ticket, and permissions being correct > 2) Also, once the ticket is raised, how can the non privileged user add more comments or > attachments to their tickets in the RT Self Service web page? Click Reply in the history view > 3) When I log in as a privileged user to RT, I can see the queue that I setup and I can > click on the "new" or "open" links in the queue. Is there a way I can add other status (for > example: "resolved")? You'll need to modify the code of that component. Keep in mind that Resolved will continue to grow over time and if you're counting years worth of resolved tickets it will make your homepage slow -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 10:01:21 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 10:01:21 -0400 Subject: [rt-users] Creating Child/Parent tickets with content (text) from original ticket In-Reply-To: <27874745.post@talk.nabble.com> References: <27874745.post@talk.nabble.com> Message-ID: <20100323140121.GV96739@jibsheet.com> On Fri, Mar 12, 2010 at 05:55:06AM -0800, Miroslav Horvath wrote: > > Hello > > We have a question. Some of our teams are creating parents or child tickets > for other teams. But they want to have in these new tickets the content of > the 1st ticket. > > Currently, when they create new ticket, there is nothing from the previous > one, only relation. So they have to copy&paste the contect from 1st ticket, > paste it to this, and then save new child/parent ticket. > > Is there some way, that when someone click on create new child/parent > ticket, that the contect from original ticket will be automatically put into > this ticket ? > > The request is for basic contect of original ticket, the email which has > created new ticket. Not the comments which are added after into the ticket. You'd need to modify either the Create links in ShowLinks or the CloneTicketObject code in Ticket/Create.html to include the information you want -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 10:06:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 10:06:36 -0400 Subject: [rt-users] advanced search - customized like with wildcard In-Reply-To: <4BA08C10.5040905@mococo.nl> References: <098b01cac52a$1ec8e0e0$5c5aa2a0$@net> <4BA08C10.5040905@mococo.nl> Message-ID: <20100323140636.GW96739@jibsheet.com> On Wed, Mar 17, 2010 at 09:00:16AM +0100, Joop wrote: > Payam Poursaied wrote: > > > > Hi all > > I'm looking for a way to search and find those tickets which their subject starts with > `FAX'. > > When I use "subject matches `fax'" in advanced search, the search query is something like > > .... > > main.Subject LIKE '%FAX%' > > ... > > > > But I'm looking for a way to have a query with higher performance like > > > > .... > > main.Subject LIKE 'FAX%' > > ... > > > > Is there any way to make this query? I wonder if the better way is to expose SearchBuilder's STARTSWITH operator in the query builder (although there may already be too many options in the query builder). -kevin > Yes, there is. I did the same thing because it kills performance each and everytime someone > searches for something. Only thing is you need to make your users aware of the fact that > including % is now needed if they don't know the exact search term. > I think you'll find the pre/post pending of % in SearchBuilder but I'm not completely sure so > let me check..... > Yes, its in SearchBuilder.pm the following is part of a patch that I applied to our > installation. Its here for reference only. Don't think you can paste it to a file and apply > it. > --- > --- SearchBuilder.pm.orig Fri Jul 29 16:49:52 2005 > +++ SearchBuilder.pm Mon Aug 22 13:40:38 2005 > @@ -688,9 +688,15 @@ > > if ( $args{'FIELD'} ) { > > - #If it's a like, we supply the %s around the search term > + #If it's a like, we supply the %s around the search term only if its not Oracle > + #because for Oracle we'll use where contains(content,'text')>1 > if ( $args{'OPERATOR'} =~ /LIKE/i ) { > - $args{'VALUE'} = "%" . $args{'VALUE'} . "%"; > + if ( $RT::DatabaseType == 'Oracle') { > + $args{'VALUE'} = $args{'VALUE'} > + } > + else { > + $args{'VALUE'} = "%" . $args{'VALUE'} . "%"; > + } > } > elsif ( $args{'OPERATOR'} =~ /STARTSWITH/i ) { > $args{'VALUE'} = $args{'VALUE'} . "%"; > @@ -864,6 +870,20 @@ > } > > Regards, > > Joop > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Sharon.Belliveau at frb.gov Tue Mar 23 10:03:45 2010 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Tue, 23 Mar 2010 10:03:45 -0400 Subject: [rt-users] AUTO: Sharon Belliveau is out of the office. (returning 03/29/2010) Message-ID: I am out of the office until 03/29/2010. For immediate assistance, please contact the ARC Help Desk (202) 452-3700 or email ARC-GURU. I will reply to your message upon my return. Note: This is an automated response to your message "RT-Users Digest, Vol 72, Issue 54" sent on 3/23/2010 9:47:36 AM. This is the only notification you will receive while this person is away. From falcone at bestpractical.com Tue Mar 23 10:15:34 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 10:15:34 -0400 Subject: [rt-users] creat MAILTO link in search format In-Reply-To: <0ac801cac5bc$12f9e150$38eda3f0$@net> References: <0ac801cac5bc$12f9e150$38eda3f0$@net> Message-ID: <20100323141534.GX96739@jibsheet.com> On Wed, Mar 17, 2010 at 01:54:43PM +0330, Payam Poursaied wrote: > Hi > > I would like to create a more convenient way to reply and comment on tickets. At the first > step I'm planning to create a link in my ticket searches which open outlook with appropriate > subject tag to the appropriate email address (i.e. commentAddress of CorrespondAddress of the > ticket's queue). > > According what I found in this list, I added the followings to ticket column map > (rt3/share/html/Elements/RT__Ticket/ComumnMap): > > QueueCorrespond => { > > attribute => 'QueueCorrespond', > > title => 'QueueCorrespond id', # loc > > value => sub { return $_[0]->QueueObj->CorrespondAddress() } > > }, > > QueueSubjectTag => { > > attribute => 'QueueSubjectTag', > > title => 'QueueSubjectTag id', # loc > > value => sub { return $_[0]->QueueObj->SubjectTag() } > > }, > > > > So I can have access subject tag and correspond address of each ticket. > > the second part is create a hyper link in the search result which link to something like > > mailto:__QueueCorrespond__?Subject=[__QueueSubjectTag__ #__id__] You probably need to do one of two things Change Elements/ScrubHTML to allow mailto links (although this may hurt you since other html chunks in RT will start allowing mailto) You can also return a scalar reference from ColumnMap so if you define a QueueMailto and return from that you may be able to do what you want (look at ExtendedStatus for an example) -kevin > (so, when a User click on the link, automatically default email clients would open a new > message to correspond address of the queue including appropriate tag in the Subject) > > > > It seems RT Parser do not let use CLICK FOR REPLY in the > format part and if the link does not refer to a website, it will be removed! (may be because > of security and cross site scripting?) > > > > I look through the code, but I could not find the exact place which this overwrite happen. > Could anyone give me a advise or solution to put anything in the results, even javascripts. > > > > P.S. after overcome this issue, I will try to add comment and reply links inside the ticket > displays page. Did anyone do the same before? I think that for RICH TEXT, using the web-based > editor is a bit difficult. Also if a user wants to email directly to the queue, should aware > of subject tag and queue correspond/comment address. With this method it would be easier to > use the mail clients (i.e. outlook) as an external complementary interface for the RT. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 10:18:47 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 10:18:47 -0400 Subject: [rt-users] RTFM Article formatting and attachments lost when attached to RT ticket In-Reply-To: <4BA15B1C.5090500@rb.net.au> References: <4BA15B1C.5090500@rb.net.au> Message-ID: <20100323141847.GY96739@jibsheet.com> On Thu, Mar 18, 2010 at 09:43:40AM +1100, Sam Banks wrote: > Hi There > > We have been using RT for a long time and have recently installed RTFM. > Everything works brilliantly except for one crucial thing. > > When we attach an RTFM article to an RT ticket, it loses all it's > formatting (Bold, Italic, Heading, etc) and any attachments from the > article. The formatting appears to be because RTFM and RT use different > text editors. Not sure why the attachments are scrapped. Including attachments stored in Upload Custom Fields or Image Custom Fields on articles is not currently an RTFM feature. Bringing HTML from RTFM into the RT text editor really doesn't play well with the text editor. Patches that add this feature (and work correctly on IE6/7/8 as well as other browsers) would be considered. -kevin > Is there any way to have RTFM articles retain the formatting and/or > attachments when they are attached to an RT ticket? > > Some ideas I had, that may or may not be possible, for the formatting > issue are: > > -Force RTFM to use the same editor as RT > -Disable the HTML scrubbing on RT and RTFM and use HTML for the formatting > -Enable wikitext support in RT > > Any suggestions would be appreciated > > Thanks > Sam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 10:19:35 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 10:19:35 -0400 Subject: [rt-users] Sending html mails using web interface In-Reply-To: References: Message-ID: <20100323141935.GZ96739@jibsheet.com> On Thu, Mar 18, 2010 at 06:18:16PM +0530, Praveen C wrote: > Hi, > > Unable to send text/html mails from RT web interface. using RT 3.8.6-2 in Debian Lenny. > I could send html mails in auto reply templates by setting content-type to > > text/html. When sending mails from RT web interface content-type is changing to > text/plain, even it is html content > Is there any configuration require to enable html mail? I am facing this problem for a long time. > > I enabled PreferRichText in RT_SiteConfig.pm Have you followed the documentation in docs/templates.pod ? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 10:20:32 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 10:20:32 -0400 Subject: [rt-users] 2 Simple Search issues In-Reply-To: <4BA25AA3.2090404@fas.sfu.ca> References: <4BA25AA3.2090404@fas.sfu.ca> Message-ID: <20100323142032.GA96739@jibsheet.com> On Thu, Mar 18, 2010 at 09:53:55AM -0700, Gary Hall wrote: > Folks, > > Issue 1: > > Simple Search interprets Status keywords in the search string as Status > keywords. (In the absence of any keywords, it defaults to "new or open > or stalled".) However, the instructions on the Simple Search page make > no mention of Status keywords and imply that including one (e.g., "new") > in the search string will add "Subject LIKE 'new'" to the query (whereas > no matter how many times it's included or in what position it will > always result in "Status='new'"). > > Remedy: The instructions need to be corrected. > > > Issue 2: > > Users can't search for Tickets with Status keywords in the Subject using > those keywords. > > Remedy: Allow users to specify "Subject:new" in the search string. Documentation or code patches welcome -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sergiocharpinel at gmail.com Tue Mar 23 10:23:00 2010 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Tue, 23 Mar 2010 11:23:00 -0300 Subject: [rt-users] Howto add bcc? Message-ID: Hi, When I create a ticket, I cannot add a bbc. Is it possible or why not? And is it possible to add bcc when corresponding via email? -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dale.poulter at Vanderbilt.Edu Tue Mar 23 10:38:26 2010 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Tue, 23 Mar 2010 09:38:26 -0500 Subject: [rt-users] User information issue Message-ID: <7288D49C0448E840B752320350AFA94E060CE401@ITS-HCWNEM03.ds.Vanderbilt.edu> All, We use ldap for authentication and information. The account creation and update of user information works great. However, we have some people that would like to use another email address. If we change the email in the account it is overwritten the next time they log into the system. Is there a way to not overwrite changes in the user's account? --Dale --------------------------------------- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University Suite 700 110 21st Avenue South Nashville, TN 37240 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Mar 23 11:07:41 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 11:07:41 -0400 Subject: [rt-users] Can't locate object method "now" via package "DateTime" In-Reply-To: <4BA7A51F.4060905@kickflop.net> References: <4BA7A51F.4060905@kickflop.net> Message-ID: <20100323150741.GB96739@jibsheet.com> On Mon, Mar 22, 2010 at 01:13:03PM -0400, Jeff Blaine wrote: > Hmm, I never saw Kevin Falcone's original response until > I browsed the rt-users archive just now. > > http://lists.bestpractical.com/pipermail/rt-users/2010-March/063739.html > > >Which version of DateTime do you have installed? > > > >perl -MDateTime\ 9 > > > >-kevin > > Answer: the latest from CPAN > > # perl -MDateTime\ 9 > DateTime version 9 required--this is only version 0.55. > BEGIN failed--compilation aborted. Interesting, even upgrading I can't replicate this. You may need to tell us more about your setup or do a little more digging. Does something as simple as perl -e 'require DateTime; my $dt = DateTime->now' fail? > http://search.cpan.org/dist/DateTime/ > > Very confused. Where does one get version 9 of DateTime? There is no version 9, but it is a simple command line technique to discover your installed version (older versions of DateTime had some interesting TimeZone bugs in conjunction with RT's code) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 23 11:12:24 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Mar 2010 11:12:24 -0400 Subject: [rt-users] User information issue In-Reply-To: <7288D49C0448E840B752320350AFA94E060CE401@ITS-HCWNEM03.ds.Vanderbilt.edu> References: <7288D49C0448E840B752320350AFA94E060CE401@ITS-HCWNEM03.ds.Vanderbilt.edu> Message-ID: <20100323151224.GC96739@jibsheet.com> On Tue, Mar 23, 2010 at 09:38:26AM -0500, Poulter, Dale wrote: > > We use ldap for authentication and information. The account creation and update of user > information works great. However, we have some people that would like to use another email > address. If we change the email in the account it is overwritten the next time they log into > the system. Is there a way to not overwrite changes in the user's account? This is how RT-Authen-ExternalAuth works You'll either need to change its code to tweak the behavior to your preferences, or possibly add a second account with the alternate email address and then use RT-Extension-MergeUsers to have RT recognize both emails -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sergiocharpinel at gmail.com Tue Mar 23 11:12:37 2010 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Tue, 23 Mar 2010 12:12:37 -0300 Subject: [rt-users] Howto add bcc? In-Reply-To: References: Message-ID: Thanks Kenneth, But, when you respond a ticket via web interface, you can add Bcc and Cc, right? But not when creating one. What about creating a Custom field? I'll need a scrip to email the adresses in the custom field, and send a separate email for each address, or send one for all of them but as bcc. Do you have some code that do something similar to this? Thanks a lot. 2010/3/23 Kenneth Crocker > Sergio, > > There is no ticket or Queue "Watcher" designation for Bcc, therefore there > is no field and if there is no field, there is no code to update such a > field. I guess it wasn't part of the initial design. I've never seen a > demand for it in the past few years. Sorry. Depending on use, you could > create a CF for it. I have a couple CF's (QA Approver, Migrator) that I use > for emailing notices for certain workflow responsibilities, etc. > > Kenn > LBNL > > On Tue, Mar 23, 2010 at 7:23 AM, Sergio Charpinel Jr. < > sergiocharpinel at gmail.com> wrote: > >> Hi, >> >> When I create a ticket, I cannot add a bbc. Is it possible or why not? >> And is it possible to add bcc when corresponding via email? >> >> >> -- >> Sergio Roberto Charpinel Jr. >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Mar 23 11:22:39 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 23 Mar 2010 11:22:39 -0400 Subject: [rt-users] Can't locate object method "now" via package "DateTime" In-Reply-To: <20100323150741.GB96739@jibsheet.com> References: <4BA7A51F.4060905@kickflop.net> <20100323150741.GB96739@jibsheet.com> Message-ID: <4BA8DCBF.9020407@kickflop.net> On 3/23/2010 11:07 AM, Kevin Falcone wrote: > On Mon, Mar 22, 2010 at 01:13:03PM -0400, Jeff Blaine wrote: >> Hmm, I never saw Kevin Falcone's original response until >> I browsed the rt-users archive just now. >> >> http://lists.bestpractical.com/pipermail/rt-users/2010-March/063739.html >> >>> Which version of DateTime do you have installed? >>> >>> perl -MDateTime\ 9 >>> >>> -kevin >> >> Answer: the latest from CPAN >> >> # perl -MDateTime\ 9 >> DateTime version 9 required--this is only version 0.55. >> BEGIN failed--compilation aborted. > > Interesting, even upgrading I can't replicate this. > You may need to tell us more about your setup or do a little more > digging. I "solved" it by making /usr/lib/perl5 and /usr/lib64/perl5 have the same DateTime* files and restarting httpd (why that was required, I don't know, but it still didn't work until I did). I will work harder at solving it the next time I come across it on a new RT install. > Does something as simple as > perl -e 'require DateTime; my $dt = DateTime->now' > fail? > >> http://search.cpan.org/dist/DateTime/ >> >> Very confused. Where does one get version 9 of DateTime? > > There is no version 9, but it is a simple command line technique to > discover your installed version (older versions of DateTime had some > interesting TimeZone bugs in conjunction with RT's code) > > -kevin > > > > > 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 Mar 23 11:14:56 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 23 Mar 2010 08:14:56 -0700 Subject: [rt-users] Problem with Reminders Due date In-Reply-To: <20100323135259.GT96739@jibsheet.com> References: <20100323135259.GT96739@jibsheet.com> Message-ID: Kevin, OH. I'd heard that it* did* resolve the reminders, but no problema. I'll get to work on the scrip. Shouldn't be too difficult. Thanks. As to the local bug thing, I'm not sure where to look on that. The configuration seems to work well on everything else. Kenn LBNL On Tue, Mar 23, 2010 at 6:52 AM, Kevin Falcone wrote: > On Thu, Mar 11, 2010 at 03:43:37PM -0800, Kenneth Crocker wrote: > > I'm on 3.8.7 and just noticed that when I select a due date for a > reminder (either entering > > directly or using the "calendar") it always ends up as 30-Nov-1999. > > This sounds like a local bug, I can't replicate it against vanilla 3.8.7 > > > I also noticed that when I resolve the ticket, the reminder stays > open. > > Has anyone else noticed this? Does anyone have a fix or have I set > something wrong? > > Thanks. > > I'm not aware of any code in RT to go resolve Reminders after a ticket > is resolved. It could certainly be done with a Scrip > > -kevin > > > 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 G.Booth at lboro.ac.uk Tue Mar 23 11:33:42 2010 From: G.Booth at lboro.ac.uk (G.Booth) Date: Tue, 23 Mar 2010 15:33:42 +0000 Subject: [rt-users] sqkdump via the shredder api Message-ID: Hi We've got some specific requirements for user shredding, which mean we cant just use the wiki documented shredder command (specifically some usernames get reused - bad, I know!). We've managed to code through the shredder api to enable us to rename users, removed their privileges, change their password and disable or delete them without a problem. The final part would be to output the work of the shredder to a .sql file (a la --sqldump). Does anybody know if this is possible through the api? regards Garry ps. If anybody is interested in the code let me know and Ill post you a sanitised copy and/or stick it onthe wiki -- Dr Garry Booth IT Services Loughborough University From jesse at bestpractical.com Tue Mar 23 12:20:30 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Mar 2010 12:20:30 -0400 Subject: [rt-users] Multi-threaded FCGI In-Reply-To: References: Message-ID: <20100323162030.GR8401@bestpractical.com> On Tue, Mar 23, 2010 at 04:11:53PM +0300, Vitaly Tskhovrebov wrote: > Hey guys, > > How do you think, couldn't be better to support RT with multithreaded FCGI for faster responses? > I've got 4 CPU here and I would like to load them all. I believe you just want to make sure you have multiple fastcgi children. There's no need to deal with all the perils of multi-threading there. From ktm at rice.edu Tue Mar 23 14:06:07 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 23 Mar 2010 13:06:07 -0500 Subject: [rt-users] CommandByMail hide commands In-Reply-To: References: <20100322130405.GN1218@it.is.rice.edu> Message-ID: <20100323180607.GV1218@it.is.rice.edu> The comment address is the mail to RT that is only sent to admins and adminccs and not requestors or ccs. The default is usually rt-comment. I hope that helps. Ken On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote: > Can you be more specific? > I also posted my question on the cpanforum but that seems death. > > P. > > On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall wrote: > > What about using the comment address and not the E-mail > > address. It should also be possible to make a patch to > > strip them out, maybe to a separate attachment to help > > debug problems. > > > > Ken > > > > On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: > >> Dear list, > >> > >> Is there a way to hide CommandByMail commands from the requestor? > >> When we 'resolve' a ticket via mail the requestor receives the mail. > >> Can we hide this? > >> > >> Thx, > >> P. From jblaine at kickflop.net Tue Mar 23 14:57:26 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 23 Mar 2010 14:57:26 -0400 Subject: [rt-users] Mason: Cannot resolve file to component Message-ID: <4BA90F16.7030608@kickflop.net> This has me really scratching my head. If it makes any difference, this host (rtdev1) serves two separate RT instances, each on different ports. The other is working fine rtdev1 RT: [Mason] Cannot resolve file to component: /apps/rt_rtsrv1_dev/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) [root at rtdev1 log]# ls -l /apps/rt_rtsrv1_dev/share/html/index.html -rw-r--r-- 1 root bin 5188 Mar 23 13:39 /apps/rt_rtsrv1_dev/share/html/index.html [root at rtdev1 log]# Listen xx.xx.9.85:443 NameVirtualHost xx.xx.9.85:443 # Copied whole config and altered path/port from working # instance! ServerName rtdev1.our.org:443 # ... SSL options here ... DocumentRoot /apps/rt_rtsrv1_dev/share/html AddDefaultCharset UTF-8 PerlRequire "/apps/rt_rtsrv1_dev/bin/webmux.pl" SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason From jblaine at kickflop.net Tue Mar 23 15:30:43 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 23 Mar 2010 15:30:43 -0400 Subject: [rt-users] Mason: Cannot resolve file to component In-Reply-To: <4BA90F16.7030608@kickflop.net> References: <4BA90F16.7030608@kickflop.net> Message-ID: <4BA916E3.5020400@kickflop.net> This is 3.8.7 + mod_perl On 3/23/2010 2:57 PM, Jeff Blaine wrote: > This has me really scratching my head. If it makes any > difference, this host (rtdev1) serves two separate RT > instances, each on different ports. The other is working > fine > > rtdev1 RT: [Mason] Cannot resolve file to component: > /apps/rt_rtsrv1_dev/share/html/index.html (is file outside component > root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) > > > [root at rtdev1 log]# ls -l /apps/rt_rtsrv1_dev/share/html/index.html > -rw-r--r-- 1 root bin 5188 Mar 23 13:39 > /apps/rt_rtsrv1_dev/share/html/index.html > [root at rtdev1 log]# > > > Listen xx.xx.9.85:443 > NameVirtualHost xx.xx.9.85:443 > > # Copied whole config and altered path/port from working > # instance! > ServerName rtdev1.our.org:443 > > # ... SSL options here ... > > DocumentRoot /apps/rt_rtsrv1_dev/share/html > AddDefaultCharset UTF-8 > PerlRequire "/apps/rt_rtsrv1_dev/bin/webmux.pl" > > > SetHandler default > > > > SetHandler perl-script > PerlResponseHandler RT::Mason > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jblaine at kickflop.net Tue Mar 23 15:34:07 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 23 Mar 2010 15:34:07 -0400 Subject: [rt-users] Mason: Cannot resolve file to component In-Reply-To: <4BA916E3.5020400@kickflop.net> References: <4BA90F16.7030608@kickflop.net> <4BA916E3.5020400@kickflop.net> Message-ID: <4BA917AF.6000202@kickflop.net> And... the following in RT_SiteConfig.pm does not help (a solution that worked for someone in 2009): Set($MasonComponentRoot, "/apps/rt_rtsrv1_dev/share/html"); Set($MasonLocalComponentRoot, "/apps/rt_rtsrv1_dev/local"); Set($MasonDataDir, "/apps/rt_rtsrv1_dev/var/mason_data"); Set($MasonSessionDir, "/apps/rt_rtsrv1_dev/var/session_data"); :( On 3/23/2010 3:30 PM, Jeff Blaine wrote: > This is 3.8.7 + mod_perl > > On 3/23/2010 2:57 PM, Jeff Blaine wrote: >> This has me really scratching my head. If it makes any >> difference, this host (rtdev1) serves two separate RT >> instances, each on different ports. The other is working >> fine >> >> rtdev1 RT: [Mason] Cannot resolve file to component: >> /apps/rt_rtsrv1_dev/share/html/index.html (is file outside component >> root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >> line 852. >> (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) >> >> >> [root at rtdev1 log]# ls -l /apps/rt_rtsrv1_dev/share/html/index.html >> -rw-r--r-- 1 root bin 5188 Mar 23 13:39 >> /apps/rt_rtsrv1_dev/share/html/index.html >> [root at rtdev1 log]# >> >> >> Listen xx.xx.9.85:443 >> NameVirtualHost xx.xx.9.85:443 >> >> # Copied whole config and altered path/port from working >> # instance! >> ServerName rtdev1.our.org:443 >> >> # ... SSL options here ... >> >> DocumentRoot /apps/rt_rtsrv1_dev/share/html >> AddDefaultCharset UTF-8 >> PerlRequire "/apps/rt_rtsrv1_dev/bin/webmux.pl" >> >> >> SetHandler default >> >> >> >> SetHandler perl-script >> PerlResponseHandler RT::Mason >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From matt.adams at cypressinteractive.com Tue Mar 23 16:16:49 2010 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Tue, 23 Mar 2010 14:16:49 -0600 Subject: [rt-users] Reply form hanging Message-ID: <4BA921B1.8090902@cypressinteractive.com> Hi, We have one user who is reporting that the reply form is hanging intermittently. The browser will just sit at the reply form page and continue to load forever without actually taking him anywhere. This user has also had problems with the reply form being submitted multiple times in some of these cases. This causes duplicated comments in the ticket history. I assume that the two problems are somehow related. Has anyone else experienced anything like this? We cannot seem to reproduce the problem elsewhere. Thank you, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From dnistor at yahoo.com Fri Mar 19 12:10:03 2010 From: dnistor at yahoo.com (dnistor) Date: Fri, 19 Mar 2010 09:10:03 -0700 (PDT) Subject: [rt-users] Rt update ticked re-login Message-ID: <27950993.post@talk.nabble.com> I have RT set up for test on Fedora with Mysql and sendmail. Seems to work just fine with one exception. Every time when i update, assign, take or resolve a ticket i get kicked back to the login page. The intended operation goes through. anyone any idea why is this happening? I does not happen when i do changes to the configuration or add new users. Thank you! -- View this message in context: http://old.nabble.com/Rt-update-ticked-re-login-tp27950993p27950993.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Vidar.Nilsen at palantir.no Sun Mar 21 18:47:23 2010 From: Vidar.Nilsen at palantir.no (Nilsen, Vidar) Date: Sun, 21 Mar 2010 23:47:23 +0100 Subject: [rt-users] (no subject) Message-ID: <9B47302DB2A13B429D03AF3423E0F2E50CB105@pals119.palantir.no> Subscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From Vidar.Nilsen at palantir.no Tue Mar 23 06:19:49 2010 From: Vidar.Nilsen at palantir.no (Nilsen, Vidar) Date: Tue, 23 Mar 2010 11:19:49 +0100 Subject: [rt-users] subscribe Message-ID: <9B47302DB2A13B429D03AF3423E0F2E520A6FC@pals119.palantir.no> subscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Mar 23 18:26:58 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 23 Mar 2010 18:26:58 -0400 Subject: [rt-users] Mason: Cannot resolve file to component In-Reply-To: <4BA917AF.6000202@kickflop.net> References: <4BA90F16.7030608@kickflop.net> <4BA916E3.5020400@kickflop.net> <4BA917AF.6000202@kickflop.net> Message-ID: <4BA94032.4030403@kickflop.net> Adding some 'warn' statements to Mason/Resolver/File.pm in apache_request_to_comp_path() shows that my virtual host is using my other virtual host's component paths. I installed RT 3.8.7 in /apps/rt. Works fine. I installed (from pristine tar.gz) another instance of RT in /apps/rt_rtsrv1_dev. This does not work. Note the following debug statement after a request to the virtual host associated with /apps/rt_rtsrv1_dev Mar 23 18:07:08 rtdev1 RT: [Mason apache_request_to_comp_path] : current root is /apps/rt/share/html and current file is /apps/rt_rtsrv1_dev/share/html/index.html In this request, a reference to '/apps/rt/' is WRONG. So something is bogus with Mason when used with RT on multiple ports controlled by the same Apache install (or something like that). There is no reference to '/apps/rt/' anywhere in the vhost definition nor in the installed tree under /apps/rt_rtsrv1_dev/* On 3/23/2010 3:34 PM, Jeff Blaine wrote: > And... > > the following in RT_SiteConfig.pm does not help (a > solution that worked for someone in 2009): > > Set($MasonComponentRoot, "/apps/rt_rtsrv1_dev/share/html"); > Set($MasonLocalComponentRoot, "/apps/rt_rtsrv1_dev/local"); > Set($MasonDataDir, "/apps/rt_rtsrv1_dev/var/mason_data"); > Set($MasonSessionDir, "/apps/rt_rtsrv1_dev/var/session_data"); > > :( > > On 3/23/2010 3:30 PM, Jeff Blaine wrote: >> This is 3.8.7 + mod_perl >> >> On 3/23/2010 2:57 PM, Jeff Blaine wrote: >>> This has me really scratching my head. If it makes any >>> difference, this host (rtdev1) serves two separate RT >>> instances, each on different ports. The other is working >>> fine >>> >>> rtdev1 RT: [Mason] Cannot resolve file to component: >>> /apps/rt_rtsrv1_dev/share/html/index.html (is file outside component >>> root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>> line 852. >>> (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) >>> >>> >>> [root at rtdev1 log]# ls -l /apps/rt_rtsrv1_dev/share/html/index.html >>> -rw-r--r-- 1 root bin 5188 Mar 23 13:39 >>> /apps/rt_rtsrv1_dev/share/html/index.html >>> [root at rtdev1 log]# >>> >>> >>> Listen xx.xx.9.85:443 >>> NameVirtualHost xx.xx.9.85:443 >>> >>> # Copied whole config and altered path/port from working >>> # instance! >>> ServerName rtdev1.our.org:443 >>> >>> # ... SSL options here ... >>> >>> DocumentRoot /apps/rt_rtsrv1_dev/share/html >>> AddDefaultCharset UTF-8 >>> PerlRequire "/apps/rt_rtsrv1_dev/bin/webmux.pl" >>> >>> >>> SetHandler default >>> >>> >>> >>> SetHandler perl-script >>> PerlResponseHandler RT::Mason >>> >>> >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From faldrich at dce.harvard.edu Tue Mar 23 19:10:31 2010 From: faldrich at dce.harvard.edu (Forrest Aldrich) Date: Tue, 23 Mar 2010 19:10:31 -0400 Subject: [rt-users] Workflow and ticket/task visibility Message-ID: <4BA94A67.1090008@dce.harvard.edu> One problem I frequently run into while using RT is the issue of "workflow". There are "priority" levels, but when you have a task that has multiple people involved, it would be useful to have multiple ticket owners where when one task is completed, it's automatically punted to the next person to complete (the key being visibility). Yes, you can just re-assign the ticket - but sometimes that's not politically pleasant (office politics). A generic example: I'm asked to upgrade a server software component (product) that is used internally for which I have no other involvement; dev people are responsible for testing and Q/A of the install. I get a ticket to perform the update, I report this update as being completed, but never receive a response or approval that they found the work acceptable. So, I just close the ticket. This creates several problems, some of which are connected to the absence of a workflow process. Anyway, I wonder how others in differently-sized organizations handle this type of issue within the RT framework. We are now testing a 'kanban' system internally, to see if that will help with some of these processes. Thanks... From chuck.boeheim at cornell.edu Tue Mar 23 20:33:49 2010 From: chuck.boeheim at cornell.edu (Chuck Boeheim) Date: Tue, 23 Mar 2010 20:33:49 -0400 Subject: [rt-users] Workflow and ticket/task visibility In-Reply-To: <4BA94A67.1090008@dce.harvard.edu> References: <4BA94A67.1090008@dce.harvard.edu> Message-ID: <2A3C8FE5-76EF-454A-94E3-E53137ACB658@cornell.edu> I designed a workflow for server installation while at the Stanford Linear Accelerator (SLAC), which I contributed to the RT Wiki: http://wiki.bestpractical.com/view/WorkFlow. It consists of a master ticket for the tasks, child tickets assigned automatically to the responsible groups for subtasks, and updating of the parent ticket as the subtasks are completed. A saved search gave a dashboard of all outstanding tasks and where they stood in the process. Is that the sort of thing you are looking for? -Chuck -- Chuck Boeheim [::] CIT [::] Systems Services Cheap hardware isn't On Mar 23, 2010, at 7:10 PM, Forrest Aldrich wrote: One problem I frequently run into while using RT is the issue of "workflow". There are "priority" levels, but when you have a task that has multiple people involved, it would be useful to have multiple ticket owners where when one task is completed, it's automatically punted to the next person to complete (the key being visibility). Yes, you can just re-assign the ticket - but sometimes that's not politically pleasant (office politics). A generic example: I'm asked to upgrade a server software component (product) that is used internally for which I have no other involvement; dev people are responsible for testing and Q/A of the install. I get a ticket to perform the update, I report this update as being completed, but never receive a response or approval that they found the work acceptable. So, I just close the ticket. This creates several problems, some of which are connected to the absence of a workflow process. Anyway, I wonder how others in differently-sized organizations handle this type of issue within the RT framework. We are now testing a 'kanban' system internally, to see if that will help with some of these processes. Thanks... 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 jason.clarke at papercut.com Tue Mar 23 23:11:14 2010 From: jason.clarke at papercut.com (Jason Clarke) Date: Wed, 24 Mar 2010 14:11:14 +1100 Subject: [rt-users] Scrip - Autoclose on Admin reply Message-ID: <4BA982D2.6000509@papercut.com> Hi list, I'm looking for some guidance on setting up a scrip to provide a odd bit of functionality. 1) New email comes in. 2) Auto assigned to queue. 3) Auto-response goes to requester 4) Auto-notification goes to watchers 5) Watcher responds via email (thunderbird/outlook etc) 6) RT pushes response to requester 7) Custom Scrip sees that 5) came from a static list (or list of users in RT) and resolves the ticket. Links to documentation or even a code sample would be greatly appreciated. I've gone through wiki.bestpractical.com without much success, but if there is "THE" page there, please link me :) -- Regards, Jason Clarke From NFOGGI at depaul.edu Wed Mar 24 00:35:15 2010 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Tue, 23 Mar 2010 23:35:15 -0500 Subject: [rt-users] Ticket Status Change on Final Chained Approval Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5F27@XVS01.dpu.depaul.edu> Hey Everyone, So we have implemented approvals under RT 3.8.6 basically to track and approval purchase requests. The request has to go through 2 levels of approvals, at which point i have it setup to email our purchasing department the information to complete the purchase. In researching how to do this, I came up with a scrip custom condition of: my $newstatus = $self->TicketObj->Status; my $oldstatus = $self->TransactionObj->OldValue; my $dependencies = $self->TicketObj->HasUnresolvedDependencies; $RT::Logger->crit(qq(New Status $newstatus Old Status $oldstatus Dependencies $dependencies)); if (($newstatus eq 'open') && ($dependencies eq '')) { return 1; } which seemed to do the trick until today, when a ticket accidentally got re-opened after it had been rejected. So I modified the check to be: if (($newstatus eq 'open') && ($dependencies eq '') && ($oldstatus ne 'rejected') && ($oldstatus ne 'resolved')) { which seems to work, but is there an event to actually check the status when it leaves a "Pending Approval" state to "Open". It appears to go to an "Open" state after the first approver approvals it, though the GUI still shows it pending approval, since it has the second approval that has to pass, and only when that one passes does it move to a visable state of "Open", but in the backend, rt will log this on the initial approval: RT: New Status open Old Status Dependencies 1 ((eval 1909):5) so there is no "Old Status" as seen by my log message. Should I maybe modify it to only run this scrip when oldstatus = '', newstatus = 'open' and depenedencies = ''? would that be the best check? or is there a way to actually check the approval state? Thanks! Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From thierry.thelliez.tech at gmail.com Wed Mar 24 01:12:41 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Tue, 23 Mar 2010 23:12:41 -0600 Subject: [rt-users] Modifying Data Label in RT 3.8.1 In-Reply-To: References: <8e313b7a0902130843t73faf585le5066d5216f4e899@mail.gmail.com> <8e313b7a0902131028u3a09faf9naec90da3021599fb@mail.gmail.com> <8e313b7a0902131112q75d0dce6s867dc99637243991@mail.gmail.com> <8e313b7a0902161110s7944c254v153c1b1d8dc39880@mail.gmail.com> <8e313b7a0902161204q7e5a6611l135d308e063abe0b@mail.gmail.com> Message-ID: <42f5c4431003232212u7d90ecd5t6ea0524160490585@mail.gmail.com> Same issue here. How do you set the system default language? I could not find anything in the User interface. Another thread suggested to add the following in the rt3/etc/RT_SiteConfig.pm Set($AutoCreate, {Privileged => 1, Lang => 'fr'}); But that did not work. Thanks, Thierry On Mon, Feb 16, 2009 at 2:44 PM, Jerrad Pierce wrote: > On Mon, Feb 16, 2009 at 15:04, Chris Nelson wrote: >> to the bottom of rt3/lib/RT/I18N/en.po, restarted apache, and it worked like >> a champ! Is there a way to get RT to use the en_qaa.po file so that upgrades >> won't destroy those changes? > Yes, you have to set your language to that dialect in user preferences. > You should also be able to set the system default language to that dialect. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 praveen.velu at hotmail.com Wed Mar 24 05:09:50 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Wed, 24 Mar 2010 14:39:50 +0530 Subject: [rt-users] Sending html mails using web interface In-Reply-To: <20100323141935.GZ96739@jibsheet.com> References: , <20100323141935.GZ96739@jibsheet.com> Message-ID: > Have you followed the documentation in docs/templates.pod ? I refered docs/templates.pod. That helped me to send html mails using templates. When I am sending from RT web interface for replying any ticket, mails not parsing to html and sending as content-type: text/plain _________________________________________________________________ The world in moving pictures http://news.in.msn.com/gallery/archive.aspx -------------- next part -------------- An HTML attachment was scrubbed... URL: From sergiocharpinel at gmail.com Wed Mar 24 07:29:33 2010 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Wed, 24 Mar 2010 08:29:33 -0300 Subject: [rt-users] Howto add bcc? In-Reply-To: References: Message-ID: Ok Kenneth, Adding Cc or Bcc one time, as email recipients, would work for me. But I would like to know if is possible to add it when creating a ticket (In web interface, I can't see this option while creating ticket, just when responding one). And if is possible to add it via e-mail. Thanks 2010/3/23 Kenneth Crocker > Sergio, > > Notice that what you call "Add Bcc or Cc" RT calls adding a "ONE TIME" Bcc > or Cc. That means they are not PERMANENTLY added to the ticket, therefore, > they are merely appended to the email as recipients, not ticket watchers. > > My scrip merely picks up the value of the CF (in my case they are User > names) append the rest of our email address to it (@xxx.gov) and then uses > it as an "other" for the "Notify Other on Correspond" scrip, which uses a > modified template to insert that address. I do not have any code that emails > several addresses out of a CF. I was merely suggesting the idea. Sorry. > > Kenn > LBNL > > > On Tue, Mar 23, 2010 at 8:12 AM, Sergio Charpinel Jr. < > sergiocharpinel at gmail.com> wrote: > >> Thanks Kenneth, >> >> But, when you respond a ticket via web interface, you can add Bcc and Cc, >> right? >> But not when creating one. >> What about creating a Custom field? I'll need a scrip to email the >> adresses in the custom field, and send a separate email for each address, or >> send one for all of them but as bcc. >> Do you have some code that do something similar to this? >> >> Thanks a lot. >> >> 2010/3/23 Kenneth Crocker >> >> Sergio, >>> >>> There is no ticket or Queue "Watcher" designation for Bcc, therefore >>> there is no field and if there is no field, there is no code to update such >>> a field. I guess it wasn't part of the initial design. I've never seen a >>> demand for it in the past few years. Sorry. Depending on use, you could >>> create a CF for it. I have a couple CF's (QA Approver, Migrator) that I use >>> for emailing notices for certain workflow responsibilities, etc. >>> >>> Kenn >>> LBNL >>> >>> On Tue, Mar 23, 2010 at 7:23 AM, Sergio Charpinel Jr. < >>> sergiocharpinel at gmail.com> wrote: >>> >>>> Hi, >>>> >>>> When I create a ticket, I cannot add a bbc. Is it possible or why not? >>>> And is it possible to add bcc when corresponding via email? >>>> >>>> >>>> -- >>>> Sergio Roberto Charpinel Jr. >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >> >> >> -- >> Sergio Roberto Charpinel Jr. >> > > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Wed Mar 24 07:48:33 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 24 Mar 2010 07:48:33 -0400 Subject: [rt-users] Mason: Cannot resolve file to component In-Reply-To: <4BA94032.4030403@kickflop.net> References: <4BA90F16.7030608@kickflop.net> <4BA916E3.5020400@kickflop.net> <4BA917AF.6000202@kickflop.net> <4BA94032.4030403@kickflop.net> Message-ID: <4BA9FC11.1010502@kickflop.net> The solution that worked for me last night was to run completely separate instances of httpd for each RT instance, instead of using vhost definitions under 1 httpd instance. On 3/23/2010 6:26 PM, Jeff Blaine wrote: > Adding some 'warn' statements to Mason/Resolver/File.pm > in apache_request_to_comp_path() shows that my > virtual host is using my other virtual host's > component paths. > > I installed RT 3.8.7 in /apps/rt. Works fine. > > I installed (from pristine tar.gz) another instance > of RT in /apps/rt_rtsrv1_dev. This does not work. > Note the following debug statement after a request to > the virtual host associated with /apps/rt_rtsrv1_dev > > Mar 23 18:07:08 rtdev1 RT: [Mason apache_request_to_comp_path] : > current root is /apps/rt/share/html and > current file is /apps/rt_rtsrv1_dev/share/html/index.html > > In this request, a reference to '/apps/rt/' is > WRONG. > > So something is bogus with Mason when used with RT on > multiple ports controlled by the same Apache install > (or something like that). > > There is no reference to '/apps/rt/' anywhere in the vhost > definition nor in the installed tree under > /apps/rt_rtsrv1_dev/* > > On 3/23/2010 3:34 PM, Jeff Blaine wrote: >> And... >> >> the following in RT_SiteConfig.pm does not help (a >> solution that worked for someone in 2009): >> >> Set($MasonComponentRoot, "/apps/rt_rtsrv1_dev/share/html"); >> Set($MasonLocalComponentRoot, "/apps/rt_rtsrv1_dev/local"); >> Set($MasonDataDir, "/apps/rt_rtsrv1_dev/var/mason_data"); >> Set($MasonSessionDir, "/apps/rt_rtsrv1_dev/var/session_data"); >> >> :( >> >> On 3/23/2010 3:30 PM, Jeff Blaine wrote: >>> This is 3.8.7 + mod_perl >>> >>> On 3/23/2010 2:57 PM, Jeff Blaine wrote: >>>> This has me really scratching my head. If it makes any >>>> difference, this host (rtdev1) serves two separate RT >>>> instances, each on different ports. The other is working >>>> fine >>>> >>>> rtdev1 RT: [Mason] Cannot resolve file to component: >>>> /apps/rt_rtsrv1_dev/share/html/index.html (is file outside component >>>> root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm >>>> line 852. >>>> (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) >>>> >>>> >>>> [root at rtdev1 log]# ls -l /apps/rt_rtsrv1_dev/share/html/index.html >>>> -rw-r--r-- 1 root bin 5188 Mar 23 13:39 >>>> /apps/rt_rtsrv1_dev/share/html/index.html >>>> [root at rtdev1 log]# >>>> >>>> >>>> Listen xx.xx.9.85:443 >>>> NameVirtualHost xx.xx.9.85:443 >>>> >>>> # Copied whole config and altered path/port from working >>>> # instance! >>>> ServerName rtdev1.our.org:443 >>>> >>>> # ... SSL options here ... >>>> >>>> DocumentRoot /apps/rt_rtsrv1_dev/share/html >>>> AddDefaultCharset UTF-8 >>>> PerlRequire "/apps/rt_rtsrv1_dev/bin/webmux.pl" >>>> >>>> >>>> SetHandler default >>>> >>>> >>>> >>>> SetHandler perl-script >>>> PerlResponseHandler RT::Mason >>>> >>>> >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From cloos at netcologne.de Wed Mar 24 09:10:36 2010 From: cloos at netcologne.de (Christian Loos) Date: Wed, 24 Mar 2010 14:10:36 +0100 Subject: [rt-users] Problem installing latest RT from GIT In-Reply-To: References: Message-ID: Am 21.03.2010 16:47, schrieb Torsten Brumm: > Hi Group > just tried to install latest rt from git and i'm getting confused: > > config: > > ./configure --enable-graphviz --enable-gd --with-web-handler=fastcgi > --with-db-rt-pass=apassword --with-web-user=apache --with-web-group=apache > > So, no GPG, after fixing all deps (mostly via rpm/yum) i get the > following from make testdeps: > > SOME DEPENDENCIES WERE MISSING. > GPG missing dependencies: > GnuPG::Interface ...MISSING > > OK, i thought i don't use GPG but let me install it: > > [root at rt3 bestpractical-rt-cb95899]# perl -MCPAN -e 'install > GnuPG::Interface' > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Sun, 21 Mar 2010 13:50:09 GMT > GnuPG::Interface is up to date. > > make testdeps still shows the error. > > Tried later with --disable-gpg works well. So it looks like i have to > disable it to get all working, correct or and error? > > Any ideas? Hi Torsten, gpg support is by default enabled, so you have to satisfy the gpg dependencies. If you don't have all gpg dependencies installed and don't want to use gpg, you have to disable gpg. It's not a bug, it's a feature ;-) Chris From jesper at catnet.dk Wed Mar 24 09:43:36 2010 From: jesper at catnet.dk (Jesper Henriksen) Date: Wed, 24 Mar 2010 14:43:36 +0100 Subject: [rt-users] Reports based on duration between open and update/closed Message-ID: <20100324134336.GA20435@tiger.catnet.dk> Hey all, Is there a way to get reports on how much time a ticket has been open? For example we would like to see the average time it takes from when a customer reports a problem till we have closed the ticket. Bear in mind that if the ticket is closed and then re-opened, the duration in which it was closed should not be counted. It would also be nice if we could see how much time has passed from when the requestor (customer) creates or updates a ticket till one of our support members responds to it. I've searched the list and google in every way I could imagine, but I just can't crack this nut. Can anyone help? I'm trying to setup RT for my new employer and these report features are critical to us. -- Jesper Henriksen From gleduc at mail.sdsu.edu Wed Mar 24 11:43:13 2010 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 24 Mar 2010 08:43:13 -0700 Subject: [rt-users] Scrip - Autoclose on Admin reply In-Reply-To: <4BA982D2.6000509@papercut.com> References: <4BA982D2.6000509@papercut.com> Message-ID: <4BAA3311.5050204@mail.sdsu.edu> Hi Jason, We use something similar that you can probably mod as needed. If a queue admin replies to a ticket with an "OK", the owner is set to the sender and the ticket is resolved. We use the Priority field of tickets as a workflow tag; in this case, assigning it a value of 20 triggers another scrip that sends out the "resolved" e-mail. I don't record the Owner or Status transactions because I don't want either to trigger any other scrips (the Priority transaction will trigger the Resolved scrip). Here's what I use: // Custom condition { ### True if e-mail contains 'ok' - sets owner, pri => 20 my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $Queue = $self->TicketObj->QueueObj; my $val = $Transaction->Type eq 'Correspond' && $Queue->IsAdminCc($CreatorId) && $Transaction->Content =~ /\bok\s/i; return $val; // Custom preparation code return 1; // Custom cleanup code ### Set priority to 20 to show complete, status to 'resolved' my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $NewPri = 20; $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); $Ticket->SetPriority($NewPri); $Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0); Gene On 3/23/2010 8:11 PM, Jason Clarke wrote: > Hi list, > > I'm looking for some guidance on setting up a scrip to provide a odd bit > of functionality. > > 1) New email comes in. > 2) Auto assigned to queue. > 3) Auto-response goes to requester > 4) Auto-notification goes to watchers > 5) Watcher responds via email (thunderbird/outlook etc) > 6) RT pushes response to requester > 7) Custom Scrip sees that 5) came from a static list (or list of users > in RT) and resolves the ticket. > > Links to documentation or even a code sample would be greatly > appreciated. I've gone through wiki.bestpractical.com without much > success, but if there is "THE" page there, please link me :) > From falcone at bestpractical.com Wed Mar 24 12:16:54 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 24 Mar 2010 12:16:54 -0400 Subject: [rt-users] Sending html mails using web interface In-Reply-To: References: <20100323141935.GZ96739@jibsheet.com> Message-ID: <20100324161654.GD96739@jibsheet.com> On Wed, Mar 24, 2010 at 02:39:50PM +0530, Praveen C wrote: > > > Have you followed the documentation in docs/templates.pod ? > > I refered docs/templates.pod. That helped me to send html mails using templates. When I am > sending from RT web interface for replying any ticket, mails not parsing to html and sending > as content-type: text/plain All mail sends using templates. It sounds like your correspondence templates are not html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From allen+rtlist at crystalfontz.com Wed Mar 24 12:58:37 2010 From: allen+rtlist at crystalfontz.com (Allen) Date: Wed, 24 Mar 2010 09:58:37 -0700 Subject: [rt-users] Reports based on duration between open and update/closed Message-ID: <885d981e1003240958o422acb49w8718e8dc86240ea3@mail.gmail.com> > Is there a way to get reports on how much time a ticket has been open? I know this is not the sanctioned way to do things because it is not using RT APIs, but it works for now: # How many days have tickets been open: SELECT id, EffectiveId, Created, Resolved, WEEK(Created) as week, Status, TO_DAYS(IF(Resolved != '0000-00-00 00:00:00' AND Resolved != '1970-01-01 00:00:00', DATE(Resolved), CURDATE())) - TO_DAYS(DATE(Created)) as days_open FROM Tickets WHERE Queue = 5 AND Type = 'ticket' AND ( Status IN ('open','stalled','new','autoclose') OR ( Status = 'resolved' AND Resolved > DATE_SUB(CURDATE(), INTERVAL 30 DAY) ) ) ORDER BY id # how many resolved per month $sql = "SELECT COUNT(id) as ct, LPAD(MONTH(Resolved), 2, '0') as mon, YEAR(Resolved) as yr FROM Tickets WHERE Queue = 5 AND Status = 'resolved' AND Resolved > DATE_SUB(CURDATE(), INTERVAL 180 DAY) AND Type = 'ticket' GROUP BY yr,mon"; # how many created per month $sql = "SELECT COUNT(id) as ct, LPAD(MONTH(Created), 2, '0') as mon, YEAR(Created) as yr FROM Tickets WHERE Queue = 5 AND Status NOT IN ('rejected', 'deleted') AND Created > DATE_SUB(CURDATE(), INTERVAL 180 DAY) AND Type = 'ticket' GROUP BY yr,mon"; # how many resolved per day, per queue $sql = "SELECT COUNT(T.id) as ct, Q.Name as QueueName, LPAD(DAYOFYEAR(T.Resolved), 3, '0') as dayresolved, YEAR(T.Resolved) as year FROM Tickets T LEFT JOIN Queues Q on Q.id = T.Queue WHERE T.Status = 'resolved' AND T.Resolved > DATE_SUB(CURDATE(), INTERVAL 30 DAY) AND T.Type = 'ticket' GROUP BY dayresolved, T.Queue"; # how many created per day, per queue $sql = "SELECT COUNT(T.id) as ct, Q.Name as QueueName, LPAD(DAYOFYEAR(T.Created), 3, '0') as daycreated, YEAR(T.Created) as year FROM Tickets T LEFT JOIN Queues Q on Q.id = T.Queue WHERE T.Created > DATE_SUB(CURDATE(), INTERVAL 30 DAY) AND T.Status NOT IN ('rejected', 'deleted') AND T.Type = 'ticket' GROUP BY daycreated, T.Queue"; # status for unresolved tickets $sql = "SELECT COUNT(T.id) as ct, T.Status FROM Tickets T LEFT JOIN Queues Q on Q.id = T.Queue WHERE Status NOT IN ('deleted', 'rejected', 'resolved') AND T.Type = 'ticket' GROUP BY T.Status"; From sergiocharpinel at gmail.com Wed Mar 24 13:16:03 2010 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Wed, 24 Mar 2010 14:16:03 -0300 Subject: [rt-users] Howto add bcc? In-Reply-To: References: Message-ID: That's fine Kenneth. Thanks for your help I dont want to add a *permanent* Bcc. I just want to add a bcc for that message (not for the ticket) when creating the ticket, and via e-mail. 2010/3/24 Kenneth Crocker > Sergio, > > Based on current design and code, I can't see any way for delivered RT to > add a *permanent* Bcc to a ticket. As I mentioned before, the only thought > I have toward that functionality would be to create a CF and a scrip to > maintain it and a template for the emails. Sorry I can't help further. > > Kenn > LBNL > > > On Wed, Mar 24, 2010 at 4:29 AM, Sergio Charpinel Jr. < > sergiocharpinel at gmail.com> wrote: > >> Ok Kenneth, >> >> Adding Cc or Bcc one time, as email recipients, would work for me. >> But I would like to know if is possible to add it when creating a ticket >> (In web interface, I can't see this option while creating ticket, just when >> responding one). >> And if is possible to add it via e-mail. >> >> Thanks >> >> >> 2010/3/23 Kenneth Crocker >> >>> Sergio, >>> >>> Notice that what you call "Add Bcc or Cc" RT calls adding a "ONE TIME" >>> Bcc or Cc. That means they are not PERMANENTLY added to the ticket, >>> therefore, they are merely appended to the email as recipients, not ticket >>> watchers. >>> >>> My scrip merely picks up the value of the CF (in my case they are User >>> names) append the rest of our email address to it (@xxx.gov) and then >>> uses it as an "other" for the "Notify Other on Correspond" scrip, which uses >>> a modified template to insert that address. I do not have any code that >>> emails several addresses out of a CF. I was merely suggesting the idea. >>> Sorry. >>> >>> Kenn >>> LBNL >>> >>> >>> On Tue, Mar 23, 2010 at 8:12 AM, Sergio Charpinel Jr. < >>> sergiocharpinel at gmail.com> wrote: >>> >>>> Thanks Kenneth, >>>> >>>> But, when you respond a ticket via web interface, you can add Bcc and >>>> Cc, right? >>>> But not when creating one. >>>> What about creating a Custom field? I'll need a scrip to email the >>>> adresses in the custom field, and send a separate email for each address, or >>>> send one for all of them but as bcc. >>>> Do you have some code that do something similar to this? >>>> >>>> Thanks a lot. >>>> >>>> 2010/3/23 Kenneth Crocker >>>> >>>> Sergio, >>>>> >>>>> There is no ticket or Queue "Watcher" designation for Bcc, therefore >>>>> there is no field and if there is no field, there is no code to update such >>>>> a field. I guess it wasn't part of the initial design. I've never seen a >>>>> demand for it in the past few years. Sorry. Depending on use, you could >>>>> create a CF for it. I have a couple CF's (QA Approver, Migrator) that I use >>>>> for emailing notices for certain workflow responsibilities, etc. >>>>> >>>>> Kenn >>>>> LBNL >>>>> >>>>> On Tue, Mar 23, 2010 at 7:23 AM, Sergio Charpinel Jr. < >>>>> sergiocharpinel at gmail.com> wrote: >>>>> >>>>>> Hi, >>>>>> >>>>>> When I create a ticket, I cannot add a bbc. Is it possible or why not? >>>>>> And is it possible to add bcc when corresponding via email? >>>>>> >>>>>> >>>>>> -- >>>>>> Sergio Roberto Charpinel Jr. >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>> >>>>> >>>> >>>> >>>> -- >>>> Sergio Roberto Charpinel Jr. >>>> >>> >>> >> >> >> -- >> Sergio Roberto Charpinel Jr. >> > > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Mar 24 13:28:11 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 24 Mar 2010 10:28:11 -0700 Subject: [rt-users] Where do I find Comment/Reply html Message-ID: To list, Where (or what directory/file) can I find the code for the Comment & Reply screens for a ticket? Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Wed Mar 24 13:34:08 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 24 Mar 2010 17:34:08 +0000 Subject: [rt-users] Where do I find Comment/Reply html In-Reply-To: References: Message-ID: <4BAA4D10.8010103@vialtus.com> Hi Ken; What do you mean, the Update form which is in /opt/rt3/share/html/Ticket/Update.html?? Roy Kenneth Crocker wrote: > To list, > > Where (or what directory/file) can I find the code for the Comment & > Reply screens for a ticket? > > Thanks. > > Kenn > LBNL From wpereira at pop-sp.rnp.br Wed Mar 24 14:01:19 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 24 Mar 2010 15:01:19 -0300 Subject: [rt-users] 403 Forbidden Message-ID: <4BAA536F.505@pop-sp.rnp.br> Hi, folks. I need some help with this: My Request Tracker's rt.log file is logging the below: ==================== 403 Forbidden This is /usr/bin/rt-mailgate exiting because of an undefined server error at /usr/bin/rt-mailgate line 150, <> line 1. procmail: [17961] Wed Mar 24 14:53:46 2010 procmail: Program failure (75) of "rt-mailgate" procmail: Rescue of unfiltered data succeeded procmail: [17961] Wed Mar 24 14:53:46 2010 procmail: No match on ! "^From:.*@(pop-sp.rnp.br|rtracker.rt.pop-sp.rnp.br|usp.br)" procmail: Assigning "PATH=/nonexistent/bin:/usr/local/bin:/usr/bin:/bin" procmail: Assigning "LASTFOLDER=/home/rt/default/new/1269453226.17961_0.rtracker.rt" procmail: Notified comsat: "nobody at 0:/home/rt/default/new/1269453226.17961_0.rtracker.rt" From wpereira at pop-sp.rnp.br Wed Mar 24 14:53:45 2010 Subject: teste 24/03/2010 14:53 Folder: /home/rt/default/new/1269453226.17961_0.rtracker.rt 868 ==================== What does this suggest me? Hugs, -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 From wpereira at pop-sp.rnp.br Wed Mar 24 16:35:45 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 24 Mar 2010 17:35:45 -0300 Subject: [rt-users] rt-mailgate error Message-ID: <4BAA77A1.9060700@pop-sp.rnp.br> Hi, all. If my rt.log is telling me the below, what this suggests me? procmail: Executing "rt-mailgate,--debug,--queue,general,--action,correspond,--url,https://rtracker.rt.pop-sp.rnp.br/rt" Connecting to https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate line 102, <> line 1. An Error Occurred Hugs, -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 From kfcrocker at lbl.gov Wed Mar 24 18:36:08 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 24 Mar 2010 15:36:08 -0700 Subject: [rt-users] Can't find NotifyGroup option Message-ID: To List, I've been testing 3.8.7 for about amonth and it seems to work OK for us. All our 3.6.4 scrips and templates moved over and work fine. I noticed some new conditions like OnReject and Reopen, but I can't see NotifyGroup in the Actions list. I'm certain we ran all the DB upgrades (or it certainly wouldn't be working as well as it does). I've got Dashboards, ran them, ran a cronjob to handle the email, etc. As far a scrips and notifications goes, all is well except that one thing. Any ideas? Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Mar 24 19:10:50 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 24 Mar 2010 16:10:50 -0700 Subject: [rt-users] Problem with Reminders Due date In-Reply-To: <20100323135259.GT96739@jibsheet.com> References: <20100323135259.GT96739@jibsheet.com> Message-ID: Kevin, As to the date ending up as November 1999, I looked at the TRANSACTION Table and this is what I saw: Id Type Field Old Value New Value 77793 Set Due 2010-03-26 07:00:00 1999-11-30 08:00:00 Creator Created ObjectType 1 24-Mar-2010 22:53:04 RT::Ticket It looks like the old and new values got swapped around and I can't figure what local bug or setting or configuration would do this to the Transaction record. Any ideas? Thanks. Kenn LBNL On Tue, Mar 23, 2010 at 6:52 AM, Kevin Falcone wrote: > On Thu, Mar 11, 2010 at 03:43:37PM -0800, Kenneth Crocker wrote: > > I'm on 3.8.7 and just noticed that when I select a due date for a > reminder (either entering > > directly or using the "calendar") it always ends up as 30-Nov-1999. > > This sounds like a local bug, I can't replicate it against vanilla 3.8.7 > > > I also noticed that when I resolve the ticket, the reminder stays > open. > > Has anyone else noticed this? Does anyone have a fix or have I set > something wrong? > > Thanks. > > I'm not aware of any code in RT to go resolve Reminders after a ticket > is resolved. It could certainly be done with a Scrip > > -kevin > > > 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 thierry.thelliez.tech at gmail.com Wed Mar 24 20:46:45 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Wed, 24 Mar 2010 18:46:45 -0600 Subject: [rt-users] Changing default language Message-ID: <42f5c4431003241746u6b2a8a04ga24448881df85d30@mail.gmail.com> Hello, I am trying to understand how the default language setup works in RT. There are plenty of .po files in rt3/lib/RT/I18N/ but how do you change from en to fr for example? Thanks, Thierry From rfh at vialtus.com Thu Mar 25 06:34:10 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Thu, 25 Mar 2010 10:34:10 +0000 Subject: [rt-users] Changing default language In-Reply-To: <42f5c4431003241746u6b2a8a04ga24448881df85d30@mail.gmail.com> References: <42f5c4431003241746u6b2a8a04ga24448881df85d30@mail.gmail.com> Message-ID: <4BAB3C22.2000503@vialtus.com> Hi Thiery; You can try the following settings in RT_SiteConfig.pm: #An array that contains languages supported by RT's internationalization #interface. Defaults to all *.po lexicons; setting it to C will make #RT bilingual instead of multilingual, but will save some memory. Set(@LexiconLanguages, qw(fr)); Look it up in RT_Config.pm Regards; Roy Thierry Thelliez wrote: > Hello, > > I am trying to understand how the default language setup works in RT. > > There are plenty of .po files in rt3/lib/RT/I18N/ but how do you > change from en to fr for example? > > > Thanks, > Thierry > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rs at runsolutions.com Thu Mar 25 07:28:39 2010 From: rs at runsolutions.com (Raimund Sacherer) Date: Thu, 25 Mar 2010 12:28:39 +0100 (CET) Subject: [rt-users] Conditional Email sending when resolving a ticket In-Reply-To: <1814222931.144.1269516365793.JavaMail.root@zimbra-01> Message-ID: <1322592510.146.1269516519068.JavaMail.root@zimbra-01> Hello List, I want to implement a feature that allows you on resolving a ticket to choose if you want to send a resolved-email. I was looking around and found in the WIKI a howto to use Transaction Custom Fields, but it has drawbacks: * you see the fields on every transaction * for it to work you HAVE to create a final resolve-comment because it won't record a transaction if you do not enter one, and there is this behavior of RT that you cannot use transaction custom fields in scripts, so you need a completed transaction beforehand (Is this right?) Another solution I could think of would be to add a new state, like resolved and resolvedSilent, but this is very ugly: * first I do not know if the core depends on resolved as a final state anywhere * second you have to be aware of this when creating reports * third and foremost, resolved is a single-state, it shouldn't be misused to represent a Flow-decision. To implement it like, for example, the working hours which you can set at resolve-time, would be to much work for me especially as I do not know squad about the internals of RT and it would take a time to learn it ... Has anyone else a solution which would fit fine and does not confuse my users? thanks for your time, best Raimund - RunSolutions Open Source It Consulting - Email: rs at runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares From blawson at samhouston.net Thu Mar 25 10:01:18 2010 From: blawson at samhouston.net (Brian Lawson) Date: Thu, 25 Mar 2010 09:01:18 -0500 Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe Message-ID: Newbie here. I have not changed anything in the RT_Config.pm and RT_SiteConfig.pm does not remap $MailCommand to anything else. Suddenly today I see the following message in the syslog: Mar 25 08:38:28 helpdesk RT: Can't exec "sendmailpipe": No such file or directory at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) I have not been able to find the sendmailpipe executable, and do not know where it was previously. Can anyone help? This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Mar 25 10:18:40 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Mar 2010 10:18:40 -0400 Subject: [rt-users] Can't find NotifyGroup option In-Reply-To: References: Message-ID: <20100325141840.GE96739@jibsheet.com> On Wed, Mar 24, 2010 at 03:36:08PM -0700, Kenneth Crocker wrote: > I've been testing 3.8.7 for about amonth and it seems to work OK for us. All our 3.6.4 scrips > and templates moved over and work fine. I noticed some new conditions like OnReject and > Reopen, but I can't see NotifyGroup in the Actions list. I'm certain we ran all the DB > upgrades (or it certainly wouldn't be working as well as it does). I've got Dashboards, ran > them, ran a cronjob to handle the email, etc. As far a scrips and notifications goes, all is > well except that one thing. perldoc /opt/rt3/sbin/rt-email-group-admin -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Mar 25 10:20:01 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Mar 2010 10:20:01 -0400 Subject: [rt-users] Problem with Reminders Due date In-Reply-To: References: <20100323135259.GT96739@jibsheet.com> Message-ID: <20100325142001.GF96739@jibsheet.com> On Wed, Mar 24, 2010 at 04:10:50PM -0700, Kenneth Crocker wrote: > Kevin, > > As to the date ending up as November 1999, I looked at the TRANSACTION Table and this is what > I saw: Without seeing the other transactions, this is just a guess, but that change is by 1 (RT::System) so I would suspect a scrip -kevin > Link: [1]File-List > Id Type Field Old Value New Value > 77793 Set Due 2010-03-26 07:00:00 1999-11-30 08:00:00 > > Creator Created ObjectType > 1 24-Mar-2010 22:53:04 RT::Ticket > > It looks like the old and new values got swapped around and I can't figure what local bug or > setting or configuration would do this to the Transaction record. > > Any ideas? > > Thanks. > > Kenn > LBNL > > On Tue, Mar 23, 2010 at 6:52 AM, Kevin Falcone <[2]falcone at bestpractical.com> wrote: > > On Thu, Mar 11, 2010 at 03:43:37PM -0800, Kenneth Crocker wrote: > > I'm on 3.8.7 and just noticed that when I select a due date for a reminder (either > entering > > directly or using the "calendar") it always ends up as 30-Nov-1999. > > This sounds like a local bug, I can't replicate it against vanilla 3.8.7 > > I also noticed that when I resolve the ticket, the reminder stays open. > > Has anyone else noticed this? Does anyone have a fix or have I set something wrong? > > Thanks. > > I'm not aware of any code in RT to go resolve Reminders after a ticket > is resolved. It could certainly be done with a Scrip > -kevin > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at [3]http://rtbook.bestpractical.com > > References > > Visible links > 1. file:///C:%5CDOCUME%7E1%5CKFCROC%7E1%5CLOCALS%7E1%5CTemp%5Cmsohtml1%5C01%5Cclip_filelist.xml > 2. mailto:falcone at bestpractical.com > 3. http://rtbook.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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From es at compuvo.com Thu Mar 25 11:16:24 2010 From: es at compuvo.com (edschuyler) Date: Thu, 25 Mar 2010 08:16:24 -0700 (PDT) Subject: [rt-users] RT 3.8 VMware Appliance? In-Reply-To: <4D0CC20035E9408899AB1386B8911CCE@oxfhqit> References: <4D0CC20035E9408899AB1386B8911CCE@oxfhqit> Message-ID: <28030329.post@talk.nabble.com> Link changed again it seems - Current link: http://www.groundtactics.com/2010/03/24/rt-3-8-7-vmware-appliance-with-rtfm/ Zach Boettner wrote: > > Does anyone have an RT 3.8 WMware appliance I could use? > > > > Thanks, > > > > Zach Boettner > Information Technology > OXFORD Hotel Group > 475 NE Bellevue Drive, Suite 210 > Bend, Oregon 97701 > Office: 541-749-1199 > zachb at oxfordsuites.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://old.nabble.com/RT-3.8-VMware-Appliance--tp26714791p28030329.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kfcrocker at lbl.gov Thu Mar 25 12:09:36 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 25 Mar 2010 09:09:36 -0700 Subject: [rt-users] Can't find NotifyGroup option In-Reply-To: <20100325141840.GE96739@jibsheet.com> References: <20100325141840.GE96739@jibsheet.com> Message-ID: Kevin, Thanks. I'llget to it. Kenn LBNL On Thu, Mar 25, 2010 at 7:18 AM, Kevin Falcone wrote: > On Wed, Mar 24, 2010 at 03:36:08PM -0700, Kenneth Crocker wrote: > > I've been testing 3.8.7 for about amonth and it seems to work OK for > us. All our 3.6.4 scrips > > and templates moved over and work fine. I noticed some new conditions > like OnReject and > > Reopen, but I can't see NotifyGroup in the Actions list. I'm certain > we ran all the DB > > upgrades (or it certainly wouldn't be working as well as it does). > I've got Dashboards, ran > > them, ran a cronjob to handle the email, etc. As far a scrips and > notifications goes, all is > > well except that one thing. > > perldoc /opt/rt3/sbin/rt-email-group-admin > > -kevin > > > 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 Thu Mar 25 12:23:57 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 25 Mar 2010 09:23:57 -0700 Subject: [rt-users] Problem with Reminders Due date In-Reply-To: <20100325142001.GF96739@jibsheet.com> References: <20100323135259.GT96739@jibsheet.com> <20100325142001.GF96739@jibsheet.com> Message-ID: Kevin, GEZZ! I'm an idiot. I found a scrip that took the date from a CF and modified it for Due date. Trouble was, I didn't check to see if the date or CF existed for that transaction. DUH!! Kenn LBNL On Thu, Mar 25, 2010 at 7:20 AM, Kevin Falcone wrote: > On Wed, Mar 24, 2010 at 04:10:50PM -0700, Kenneth Crocker wrote: > > Kevin, > > > > As to the date ending up as November 1999, I looked at the TRANSACTION > Table and this is what > > I saw: > > Without seeing the other transactions, this is just a guess, but that > change is by 1 (RT::System) so I would suspect a scrip > > -kevin > > > Link: [1]File-List > > Id Type Field Old Value New Value > > 77793 Set Due 2010-03-26 07:00:00 1999-11-30 08:00:00 > > > > Creator Created ObjectType > > 1 24-Mar-2010 22:53:04 RT::Ticket > > > > It looks like the old and new values got swapped around and I can't > figure what local bug or > > setting or configuration would do this to the Transaction record. > > > > Any ideas? > > > > Thanks. > > > > Kenn > > LBNL > > > > On Tue, Mar 23, 2010 at 6:52 AM, Kevin Falcone <[2] > falcone at bestpractical.com> wrote: > > > > On Thu, Mar 11, 2010 at 03:43:37PM -0800, Kenneth Crocker wrote: > > > I'm on 3.8.7 and just noticed that when I select a due date for a > reminder (either > > entering > > > directly or using the "calendar") it always ends up as > 30-Nov-1999. > > > > This sounds like a local bug, I can't replicate it against vanilla > 3.8.7 > > > I also noticed that when I resolve the ticket, the reminder stays > open. > > > Has anyone else noticed this? Does anyone have a fix or have I set > something wrong? > > > Thanks. > > > > I'm not aware of any code in RT to go resolve Reminders after a > ticket > > is resolved. It could certainly be done with a Scrip > > -kevin > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at [3]http://rtbook.bestpractical.com > > > > References > > > > Visible links > > 1. > file:///C:%5CDOCUME%7E1%5CKFCROC%7E1%5CLOCALS%7E1%5CTemp%5Cmsohtml1%5C01%5Cclip_filelist.xml > > 2. mailto:falcone at bestpractical.com > > 3. http://rtbook.bestpractical.com/ > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.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 blawson at samhouston.net Thu Mar 25 12:55:14 2010 From: blawson at samhouston.net (Brian Lawson) Date: Thu, 25 Mar 2010 11:55:14 -0500 Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe Message-ID: I got it working by changing sendmailpipe to just sendmail and removing the "-t" option on the commands, but I still want to understand why it quit all of a sudden. -Brian ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Lawson Sent: Thursday, March 25, 2010 9:01 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe Newbie here. I have not changed anything in the RT_Config.pm and RT_SiteConfig.pm does not remap $MailCommand to anything else. Suddenly today I see the following message in the syslog: Mar 25 08:38:28 helpdesk RT: Can't exec "sendmailpipe": No such file or directory at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) I have not been able to find the sendmailpipe executable, and do not know where it was previously. Can anyone help? This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From blawson at samhouston.net Thu Mar 25 12:58:26 2010 From: blawson at samhouston.net (Brian Lawson) Date: Thu, 25 Mar 2010 11:58:26 -0500 Subject: [rt-users] RT Newbie Question Message-ID: I am currently reading RT Essentials, and am now working on our company's RT administration. I'm trying to figure out why the owner isn't getting notified on ticket changes. I have the following scrip: Description: On Change Notify Owner Condition: On Transaction ---- The owners would like to be notified whenever there is a change to the ticket Action: Notify Owner Template: Global Template: Transaction Stage: TransactionCreate Our version of RT is 3.8.2 I see in the book the following: "... Jul 4 22:15:53 pallas RT: No recipients found. Not sending This usually means that you have a scrip set up to notify a ticket's Owner or AdminCc or manually entered Cc or Bcc recipients, but there weren't any. ..." The statement says that there weren't any, but RT should know the owner's email address, as well as any AdminCCs, correct? Can you please help with this? This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ravi-lists at g8o.net Thu Mar 25 13:36:11 2010 From: ravi-lists at g8o.net ( ravi ) Date: Thu, 25 Mar 2010 13:36:11 -0400 Subject: [rt-users] Shouldn't RT use a "Errors-To" header in generated email? Message-ID: Hello all, from what I can tell, RT does not use the ?Errors-To? header for the mail it generates. Yesterday, a mail bounce problem for a queue watcher caused thousands of tickets to be auto-created in our installation. There is a huge dollop of blame for our not filtering out bounce messages or using existing bounce processing mechanism(s) in RT. But if RT added an Errors-To header (pointing to a non-auto-ticket-creating address), this sort of thing would not happen. What am I missing? (I must be, since otherwise the feature would exist by now). ?ravi From jpierce at cambridgeenergyalliance.org Thu Mar 25 13:48:55 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 25 Mar 2010 13:48:55 -0400 Subject: [rt-users] Shouldn't RT use a "Errors-To" header in generated email? In-Reply-To: References: Message-ID: > from what I can tell, RT does not use the ?Errors-To? header for the mail it generates. Yesterday, a mail bounce problem for a queue watcher caused thousands of tickets to be auto-created in our installation. There is a huge dollop of blame for our not filtering out bounce messages or using existing bounce processing mechanism(s) in RT. But if RT added an Errors-To header (pointing to a non-auto-ticket-creating address), this sort of thing would not happen. What am I missing? (I must be, since otherwise the feature would exist by now). Alas, Errors-To is deprecated, but you can add Errors-To or Return-Path to a template pretty easily. The problem also lies in part on the other side since RT does set Precedence:bulk by default. -- Cambridge Energy Alliance: Save money. Save the planet. From raubvogel at gmail.com Thu Mar 25 13:49:07 2010 From: raubvogel at gmail.com (Mauricio Tavares) Date: Thu, 25 Mar 2010 13:49:07 -0400 Subject: [rt-users] Shouldn't RT use a "Errors-To" header in generated email? In-Reply-To: References: Message-ID: <2c6cf52a1003251049l18c89812ob0ba872a472a626f@mail.gmail.com> On Thu, Mar 25, 2010 at 1:36 PM, [ ravi ] wrote: > > Hello all, > > from what I can tell, RT does not use the ?Errors-To? header for the mail it generates. Yesterday, a mail bounce problem for a queue watcher caused thousands of tickets to be auto-created in our installation. There is a huge dollop of blame for our not filtering out bounce messages or using existing bounce processing mechanism(s) in RT. But if RT added an Errors-To header (pointing to a non-auto-ticket-creating address), this sort of thing would not happen. What am I missing? (I must be, since otherwise the feature would exist by now). > > ? ? ? ??ravi > If I am not mistaken you can modify (or create a local version with the modification) the perl script that creates the emails. I know I have done it to remove a few headers; can't see why you could not add some of your own. From falcone at bestpractical.com Thu Mar 25 14:21:35 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Mar 2010 14:21:35 -0400 Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe In-Reply-To: References: Message-ID: <20100325182133.GG96739@jibsheet.com> On Thu, Mar 25, 2010 at 11:55:14AM -0500, Brian Lawson wrote: > I got it working by changing sendmailpipe to just sendmail and removing the "-t" option on the > commands, but I still want to understand why it quit all of a sudden. You don't say what version you're running, but most likely your SendmailPath was wrong. sendmailpipe is not a program, but instead it tells RT to open a pipe to the sendmail command. -kevin > > ---------------------------------------------------------------------------------------------- > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Lawson > Sent: Thursday, March 25, 2010 9:01 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe > > > > Newbie here. > > > > I have not changed anything in the RT_Config.pm and RT_SiteConfig.pm does not remap > $MailCommand to anything else. > > Suddenly today I see the following message in the syslog: > > > > Mar 25 08:38:28 helpdesk RT: Can't exec "sendmailpipe": No such file or directory at > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) > > > > I have not been able to find the sendmailpipe executable, and do not know where it was > previously. > > > > Can anyone help? > > This communication, together with any attachments hereto or links contained herein, is for the > sole use of the intended recipient(s) and may contain information that is confidential or > legally protected. If you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this communication is > STRICTLY PROHIBITED. If you have received this communication in error, please notify the > sender immediately by return e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from your system. > > This communication, together with any attachments hereto or links contained herein, is for the > sole use of the intended recipient(s) and may contain information that is confidential or > legally protected. If you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this communication is > STRICTLY PROHIBITED. If you have received this communication in error, please notify the > sender immediately by return e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from your system. > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Mar 25 14:22:53 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Mar 2010 14:22:53 -0400 Subject: [rt-users] RT Newbie Question In-Reply-To: References: Message-ID: <20100325182253.GH96739@jibsheet.com> On Thu, Mar 25, 2010 at 11:58:26AM -0500, Brian Lawson wrote: > I am currently reading RT Essentials, and am now working on our company's RT administration. > I'm trying to figure out why the owner isn't getting notified on ticket changes. I have the > following scrip: If you are the owner and the NotifyActor setting is the default, RT won't generate mail to you. -kevin > Description: On Change Notify Owner > > Condition: On Transaction ---- The owners would like to be notified whenever there is a change > to the ticket > > Action: Notify Owner > > Template: Global Template: Transaction > > Stage: TransactionCreate > > > > Our version of RT is 3.8.2 > > > > I see in the book the following: > > "... > > > > Jul 4 22:15:53 pallas RT: No > > recipients found. Not sending > > This usually means that you have a scrip set up to notify a ticket's Owner or > > AdminCc or manually entered Cc or Bcc recipients, but there weren't any. > > > > ..." > > > > The statement says that there weren't any, but RT should know the owner's email address, as > well as any AdminCCs, correct? > > > > Can you please help with this? > > This communication, together with any attachments hereto or links contained herein, is for the > sole use of the intended recipient(s) and may contain information that is confidential or > legally protected. If you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this communication is > STRICTLY PROHIBITED. If you have received this communication in error, please notify the > sender immediately by return e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from your system. > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Mar 25 15:48:08 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 25 Mar 2010 12:48:08 -0700 Subject: [rt-users] Problem with Reminders Due date In-Reply-To: References: <20100323135259.GT96739@jibsheet.com> <20100325142001.GF96739@jibsheet.com> Message-ID: Kevin, Yep. That was it. Thanks. Kenn LBNL On Thu, Mar 25, 2010 at 9:23 AM, Kenneth Crocker wrote: > Kevin, > > GEZZ! I'm an idiot. I found a scrip that took the date from a CF and > modified it for Due date. Trouble was, I didn't check to see if the date or > CF existed for that transaction. DUH!! > > Kenn > LBNL > > > On Thu, Mar 25, 2010 at 7:20 AM, Kevin Falcone wrote: > >> On Wed, Mar 24, 2010 at 04:10:50PM -0700, Kenneth Crocker wrote: >> > Kevin, >> > >> > As to the date ending up as November 1999, I looked at the >> TRANSACTION Table and this is what >> > I saw: >> >> Without seeing the other transactions, this is just a guess, but that >> change is by 1 (RT::System) so I would suspect a scrip >> >> -kevin >> >> > Link: [1]File-List >> > Id Type Field Old Value New Value >> > 77793 Set Due 2010-03-26 07:00:00 1999-11-30 08:00:00 >> > >> > Creator Created ObjectType >> > 1 24-Mar-2010 22:53:04 RT::Ticket >> > >> > It looks like the old and new values got swapped around and I can't >> figure what local bug or >> > setting or configuration would do this to the Transaction record. >> > >> > Any ideas? >> > >> > Thanks. >> > >> > Kenn >> > LBNL >> > >> > On Tue, Mar 23, 2010 at 6:52 AM, Kevin Falcone <[2] >> falcone at bestpractical.com> wrote: >> > >> > On Thu, Mar 11, 2010 at 03:43:37PM -0800, Kenneth Crocker wrote: >> > > I'm on 3.8.7 and just noticed that when I select a due date for a >> reminder (either >> > entering >> > > directly or using the "calendar") it always ends up as >> 30-Nov-1999. >> > >> > This sounds like a local bug, I can't replicate it against vanilla >> 3.8.7 >> > > I also noticed that when I resolve the ticket, the reminder stays >> open. >> > > Has anyone else noticed this? Does anyone have a fix or have I >> set something wrong? >> > > Thanks. >> > >> > I'm not aware of any code in RT to go resolve Reminders after a >> ticket >> > is resolved. It could certainly be done with a Scrip >> > -kevin >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. >> > Buy a copy at [3]http://rtbook.bestpractical.com >> > >> > References >> > >> > Visible links >> > 1. >> file:///C:%5CDOCUME%7E1%5CKFCROC%7E1%5CLOCALS%7E1%5CTemp%5Cmsohtml1%5C01%5Cclip_filelist.xml >> > 2. mailto:falcone at bestpractical.com >> > 3. http://rtbook.bestpractical.com/ >> >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.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 loren.cole at gmail.com Thu Mar 25 16:12:03 2010 From: loren.cole at gmail.com (Loren Cole) Date: Thu, 25 Mar 2010 15:12:03 -0500 Subject: [rt-users] Empty comment/correspondence entries Message-ID: After upgrading to 3.8.2 we've started getting empty comments if a user clicks 'comment' or 'reply' but does not actually update the ticket. This question was asked and answered back in 2005, but the answer just links to a faq which has obviously been updated since and doesn't contain any reference to empty comments. Does anyone know how to fix this? - Loren -------------- next part -------------- An HTML attachment was scrubbed... URL: From loren.cole at gmail.com Thu Mar 25 16:47:03 2010 From: loren.cole at gmail.com (Loren Cole) Date: Thu, 25 Mar 2010 15:47:03 -0500 Subject: [rt-users] Empty comment/correspondence entries In-Reply-To: <4BABC4FE.8000302@uwaterloo.ca> References: <4BABC4FE.8000302@uwaterloo.ca> Message-ID: We ran upgrade-mysql-schema.pl which ran cleanly without errors after a bit of kajiggerring from one of our admins - we did the upgrade a while back, so details are foggy but I think there were issues with the character encoding on the Attachments table... All of our tables are currently innodb and it's set as the default storage engine in my.cnf. Do you know which table being ISAM would cause this problem, or any other details on the why and how of the thing? Is it an issue with a transaction not getting rolled back properly? Thanks, Loren On Thu, Mar 25, 2010 at 3:18 PM, Jeff Voskamp wrote: > On 03/25/2010 04:12 PM, Loren Cole wrote: > >> After upgrading to 3.8.2 we've started getting empty comments if a user >> clicks 'comment' or 'reply' but does not actually update the ticket. >> >> This question was asked and answered back in 2005, but the answer just >> links to a faq which has obviously been updated since and doesn't contain >> any reference to empty comments. >> >> Does anyone know how to fix this? >> >> - >> Loren >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > Did you run _all_ the update scripts? Your mysql is not running with innodb > versions of the tables. > > Jeff > -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.adams at cypressinteractive.com Thu Mar 25 17:46:32 2010 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Thu, 25 Mar 2010 15:46:32 -0600 Subject: [rt-users] CommandByMail only listening to commands issued by privileged users Message-ID: <4BABD9B8.7020100@cypressinteractive.com> Folks: I have noticed that CommandByMail only listens to commands from email addresses belonging to privileged users. If other random people email the system it ignores things like CF{Company}: Example. Is there something I can do about this to make RT listen to commands from random email addresses? Thanks in advance, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From thierry.thelliez.tech at gmail.com Thu Mar 25 17:54:22 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 25 Mar 2010 15:54:22 -0600 Subject: [rt-users] Changing default language In-Reply-To: <4BAB3C22.2000503@vialtus.com> References: <42f5c4431003241746u6b2a8a04ga24448881df85d30@mail.gmail.com> <4BAB3C22.2000503@vialtus.com> Message-ID: <42f5c4431003251454w1c23b747uc11dfe222805bd87@mail.gmail.com> Thanks. I tried the " Set(@LexiconLanguages, qw(fr)); " suggestion but this only disables the current en.po file somehow. For example, 'Homepage' is no longer translated to 'Home'. And the fr language is still not used... Thierry On Thu, Mar 25, 2010 at 4:34 AM, Raed El-Hames wrote: > Hi Thiery; > > You can try the following settings in RT_SiteConfig.pm: > #An array that contains languages supported by RT's internationalization > #interface. ?Defaults to all *.po lexicons; setting it to C will > make > #RT bilingual instead of multilingual, but will save some memory. > > Set(@LexiconLanguages, qw(fr)); > > Look it up in RT_Config.pm > > Regards; > Roy > > Thierry Thelliez wrote: >> >> Hello, >> >> I am trying to understand how the default language setup works in RT. >> >> There are plenty of .po files in rt3/lib/RT/I18N/ but how do you >> change from en to fr for example? >> >> >> Thanks, >> Thierry >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From alex at peters.net Thu Mar 25 20:51:50 2010 From: alex at peters.net (Alex Peters) Date: Fri, 26 Mar 2010 11:51:50 +1100 Subject: [rt-users] RT::Action::SendEmail / RT::Action::Notify example? Message-ID: <4BAC0526.5000306@peters.net> Hi, I have written a Perl script run by cron that sends out emails based on ticket states, e.g.: 1. ticket is due in <= 48h and I haven't notified the owner 2. ticket is new/open but has no activity in the past week 3. ticket is stalled and its Starts date has lapsed Currently it uses RT::Action::RecordComment to do this, because I want some sort of record on the ticket that the email was generated. I'd prefer to use RT::Action::SendEmail or RT::Action::Notify to do this, because then these notifications don't clutter up the ticket view as much: RT users will just see an "outgoing mail recorded" line and a link instead (if permitted). The APIs for all three RT::Action modules seem quite similar, but the SendEmail and Notify modules seem to require a Transaction object while the RecordComment one doesn't. I don't know how I might go about fetching a Transaction object or creating one. Does anyone have a usage example of the SendEmail or Notify modules to offer here? Failing that, a way to get a Transaction object from a ticket might be enough (but I admit that I barely know what I'm doing at this early stage). Here's what I'm doing to generate the comment: my $id = $ticket->Id; my $action_obj = RT::Action::RecordComment->new( Argument => undef, CurrentUser => $user, ScripActionObj => $void_scrip_action, ScripObj => $void_scrip, TemplateObj => $template, TicketObj => $ticket, TransactionObj => undef, ); warn "$id: preparation failed\n" if not $action_obj->Prepare; warn "$id: commit failed\n" if not $action_obj->Commit; -- Cheers, Alex From alex at peters.net Fri Mar 26 06:03:16 2010 From: alex at peters.net (Alex Peters) Date: Fri, 26 Mar 2010 21:03:16 +1100 Subject: [rt-users] RT::Action::SendEmail / RT::Action::Notify example? In-Reply-To: <4BAC0526.5000306@peters.net> References: <4BAC0526.5000306@peters.net> Message-ID: <4BAC8664.4070208@peters.net> Alex Peters, Fri, 26 Mar 2010 11:51:50 +1100: > Does anyone have a usage example of the SendEmail or Notify > modules to offer here? Failing that, a way to get a > Transaction object from a ticket might be enough (but I admit > that I barely know what I'm doing at this early stage). > > Here's what I'm doing to generate the comment: > > my $id = $ticket->Id; > my $action_obj = RT::Action::RecordComment->new( > Argument => undef, > CurrentUser => $user, > ScripActionObj => $void_scrip_action, > ScripObj => $void_scrip, > TemplateObj => $template, > TicketObj => $ticket, > TransactionObj => undef, > ); > warn "$id: preparation failed\n" > if not $action_obj->Prepare; > warn "$id: commit failed\n" > if not $action_obj->Commit; I've had some more time to look into this, and I'm now using the RT::Action::Notify module in this way from my external script: my $id = $ticket->Id; my (undef, undef, $trans_obj) = $ticket->_NewTransaction( Type => '' ); my $action_obj = RT::Action::Notify->new( Argument => 'Owner,AdminCc', CurrentUser => $user, ScripActionObj => $void_scrip_action, ScripObj => $void_scrip, TemplateObj => $template, TicketObj => $ticket, TransactionObj => $trans_obj, ); warn "$id: preparation failed\n" if not $action_obj->Prepare; warn "$id: commit failed\n" if not $action_obj->Commit; I'm sure that using a private method is not the best way to achieve the outcome of sending an email and noting it in the ticket. Can anyone offer a cleaner solution than this? -- Cheers, Alex From cloos at netcologne.de Fri Mar 26 08:10:10 2010 From: cloos at netcologne.de (Christian Loos) Date: Fri, 26 Mar 2010 13:10:10 +0100 Subject: [rt-users] Reports based on duration between open and update/closed In-Reply-To: <20100324134336.GA20435@tiger.catnet.dk> References: <20100324134336.GA20435@tiger.catnet.dk> Message-ID: <4BACA422.10507@netcologne.de> Am 24.03.2010 14:43, schrieb Jesper Henriksen: > Hey all, > > Is there a way to get reports on how much time a ticket has been open? > For example we would like to see the average time it takes from when a > customer reports a problem till we have closed the ticket. Bear in mind > that if the ticket is closed and then re-opened, the duration in which > it was closed should not be counted. > > It would also be nice if we could see how much time has passed from when > the requestor (customer) creates or updates a ticket till one of our > support members responds to it. > > I've searched the list and google in every way I could imagine, but I > just can't crack this nut. Can anyone help? I'm trying to setup RT for > my new employer and these report features are critical to us. > Hi Jesper, you can do this with an callback under local/html/Callbacks/MyCallback/Elements/RT__Ticket/ColumnMap/Once where you extend the ticket column_map. Attached is the callback I use, where I compare created to resolved in days. You can then add the new field 'DaysCreatedToResolved' to the ticket search result. If you also want to use it within the chart feature it is a little more difficult. You have to copy lib/RT/Report/Tickets.pm to local/lib/RT/Report/Tickets.pm and modify it. Attached an diff of my version BUT this only works for mysql. I also removed some lines from the diff because I have some other modifications in this file, so don't apply the diff, use it as an example. One limitation that I didn't fixed is, that the days (DaysCreatedToResolved) are not sorted in the chart. If anyone else have done something similar, I would appreciate feedback. Chris -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Once URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Tickets.pm.diff URL: From cloos at netcologne.de Fri Mar 26 08:10:10 2010 From: cloos at netcologne.de (Christian Loos) Date: Fri, 26 Mar 2010 13:10:10 +0100 Subject: [rt-users] Reports based on duration between open and update/closed In-Reply-To: <20100324134336.GA20435@tiger.catnet.dk> References: <20100324134336.GA20435@tiger.catnet.dk> Message-ID: <4BACA422.10507@netcologne.de> Am 24.03.2010 14:43, schrieb Jesper Henriksen: > Hey all, > > Is there a way to get reports on how much time a ticket has been open? > For example we would like to see the average time it takes from when a > customer reports a problem till we have closed the ticket. Bear in mind > that if the ticket is closed and then re-opened, the duration in which > it was closed should not be counted. > > It would also be nice if we could see how much time has passed from when > the requestor (customer) creates or updates a ticket till one of our > support members responds to it. > > I've searched the list and google in every way I could imagine, but I > just can't crack this nut. Can anyone help? I'm trying to setup RT for > my new employer and these report features are critical to us. > Hi Jesper, you can do this with an callback under local/html/Callbacks/MyCallback/Elements/RT__Ticket/ColumnMap/Once where you extend the ticket column_map. Attached is the callback I use, where I compare created to resolved in days. You can then add the new field 'DaysCreatedToResolved' to the ticket search result. If you also want to use it within the chart feature it is a little more difficult. You have to copy lib/RT/Report/Tickets.pm to local/lib/RT/Report/Tickets.pm and modify it. Attached an diff of my version BUT this only works for mysql. I also removed some lines from the diff because I have some other modifications in this file, so don't apply the diff, use it as an example. One limitation that I didn't fixed is, that the days (DaysCreatedToResolved) are not sorted in the chart. If anyone else have done something similar, I would appreciate feedback. Chris -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Once URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Tickets.pm.diff URL: From blawson at samhouston.net Fri Mar 26 09:02:26 2010 From: blawson at samhouston.net (Brian Lawson) Date: Fri, 26 Mar 2010 08:02:26 -0500 Subject: [rt-users] RT Newbie Question Message-ID: Thanks Kevin! That really helped me with scrip testing. -Brian -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 25, 2010 1:23 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Newbie Question On Thu, Mar 25, 2010 at 11:58:26AM -0500, Brian Lawson wrote: > I am currently reading RT Essentials, and am now working on our company's RT administration. > I'm trying to figure out why the owner isn't getting notified on ticket changes. I have the > following scrip: If you are the owner and the NotifyActor setting is the default, RT won't generate mail to you. -kevin > Description: On Change Notify Owner > > Condition: On Transaction ---- The owners would like to be notified whenever there is a change > to the ticket > > Action: Notify Owner > > Template: Global Template: Transaction > > Stage: TransactionCreate > > > > Our version of RT is 3.8.2 > > > > I see in the book the following: > > "... > > > > Jul 4 22:15:53 pallas RT: No > > recipients found. Not sending > > This usually means that you have a scrip set up to notify a ticket's Owner or > > AdminCc or manually entered Cc or Bcc recipients, but there weren't any. > > > > ..." > > > > The statement says that there weren't any, but RT should know the owner's email address, as > well as any AdminCCs, correct? > > > > Can you please help with this? > > This communication, together with any attachments hereto or links contained herein, is for the > sole use of the intended recipient(s) and may contain information that is confidential or > legally protected. If you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this communication is > STRICTLY PROHIBITED. If you have received this communication in error, please notify the > sender immediately by return e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from your system. > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From blawson at samhouston.net Fri Mar 26 09:21:36 2010 From: blawson at samhouston.net (Brian Lawson) Date: Fri, 26 Mar 2010 08:21:36 -0500 Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe Message-ID: Kevin, I didn't change the SendMailPath. Ahhh. That might be a problem. I just looked in my RT_Config.pm file (because SendMailPath is not set in RT_SiteConfig.pm) and it has the following: "Set($SendmailPath, 'sendmailpipe');" Since this is case sensitive and the 'm' in 'mail' is lower case, that might be the problem. Correct? -Brian -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 25, 2010 1:22 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe On Thu, Mar 25, 2010 at 11:55:14AM -0500, Brian Lawson wrote: > I got it working by changing sendmailpipe to just sendmail and removing the "-t" option on the > commands, but I still want to understand why it quit all of a sudden. You don't say what version you're running, but most likely your SendmailPath was wrong. sendmailpipe is not a program, but instead it tells RT to open a pipe to the sendmail command. -kevin > > ------------------------------------------------------------------------ ---------------------- > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Lawson > Sent: Thursday, March 25, 2010 9:01 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe > > > > Newbie here. > > > > I have not changed anything in the RT_Config.pm and RT_SiteConfig.pm does not remap > $MailCommand to anything else. > > Suddenly today I see the following message in the syslog: > > > > Mar 25 08:38:28 helpdesk RT: Can't exec "sendmailpipe": No such file or directory at > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) > > > > I have not been able to find the sendmailpipe executable, and do not know where it was > previously. > > > > Can anyone help? > > This communication, together with any attachments hereto or links contained herein, is for the > sole use of the intended recipient(s) and may contain information that is confidential or > legally protected. If you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this communication is > STRICTLY PROHIBITED. If you have received this communication in error, please notify the > sender immediately by return e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from your system. > > This communication, together with any attachments hereto or links contained herein, is for the > sole use of the intended recipient(s) and may contain information that is confidential or > legally protected. If you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this communication is > STRICTLY PROHIBITED. If you have received this communication in error, please notify the > sender immediately by return e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from your system. > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From falcone at bestpractical.com Fri Mar 26 11:19:20 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Mar 2010 11:19:20 -0400 Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe In-Reply-To: References: Message-ID: <20100326151920.GI96739@jibsheet.com> On Fri, Mar 26, 2010 at 08:21:36AM -0500, Brian Lawson wrote: > Kevin, > > I didn't change the SendMailPath. Ahhh. That might be a problem. I > just looked in my RT_Config.pm file (because SendMailPath is not set in > RT_SiteConfig.pm) and it has the following: "Set($SendmailPath, > 'sendmailpipe');" Since this is case sensitive and the 'm' in 'mail' is > lower case, that might be the problem. Correct? Having SendmailPath set to something other than a path to a sendmail binary is almost certainly causing errors. You seem to be confusing SendmailPath and MailCommand, I suggest reviewing their docs in RT_Congif.pm -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Thursday, March 25, 2010 1:22 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- > sendmailpipe > > On Thu, Mar 25, 2010 at 11:55:14AM -0500, Brian Lawson wrote: > > I got it working by changing sendmailpipe to just sendmail and > removing the "-t" option on the > > commands, but I still want to understand why it quit all of a > sudden. > > You don't say what version you're running, but most likely your > SendmailPath was wrong. sendmailpipe is not a program, but instead it > tells RT to open a pipe to the sendmail command. > > -kevin > > > > > > > > ------------------------------------------------------------------------ > ---------------------- > > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > Brian Lawson > > Sent: Thursday, March 25, 2010 9:01 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- > sendmailpipe > > > > > > > > Newbie here. > > > > > > > > I have not changed anything in the RT_Config.pm and > RT_SiteConfig.pm does not remap > > $MailCommand to anything else. > > > > Suddenly today I see the following message in the syslog: > > > > > > > > Mar 25 08:38:28 helpdesk RT: Can't exec "sendmailpipe": No such > file or directory at > > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. > > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) > > > > > > > > I have not been able to find the sendmailpipe executable, and do > not know where it was > > previously. > > > > > > > > Can anyone help? > > > > This communication, together with any attachments hereto or links > contained herein, is for the > > sole use of the intended recipient(s) and may contain information > that is confidential or > > legally protected. If you are not the intended recipient, you are > hereby notified that any > > review, disclosure, copying, dissemination, distribution or use of > this communication is > > STRICTLY PROHIBITED. If you have received this communication in > error, please notify the > > sender immediately by return e-mail message and delete the original > and all copies of the > > communication, along with any attachments hereto or links herein, > from your system. > > > > This communication, together with any attachments hereto or links > contained herein, is for the > > sole use of the intended recipient(s) and may contain information > that is confidential or > > legally protected. If you are not the intended recipient, you are > hereby notified that any > > review, disclosure, copying, dissemination, distribution or use of > this communication is > > STRICTLY PROHIBITED. If you have received this communication in > error, please notify the > > sender immediately by return e-mail message and delete the original > and all copies of the > > communication, along with any attachments hereto or links herein, > from your system. > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. > > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From torsten.brumm at Kuehne-Nagel.com Fri Mar 26 11:26:21 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Fri, 26 Mar 2010 16:26:21 +0100 Subject: [rt-users] RT Presentation on FFG 2010 in Cologne In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940298E7FA@w3hamboex11.ger.win.int.kn> Dear Users, a little offtopic and more for german users, sorry for this. Hallo, anbei zwei Termine fuer das Fruehjahrs Fachgespraech FFG 2010 der GUUG zum Thema RT. 1. 26.5.2010 10 - 18 Uhr - RT vom Setup bis zum ersten Workflow 2. 27.5.2010 17:30 - 18:15 - RT: Integration des RT in den taeglichen Arbeitsprozess. Weitere Infos unter: http://www.guug.de/veranstaltungen/ffg2010/programm.html Gruss Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From piykumar at gmail.com Fri Mar 26 11:43:07 2010 From: piykumar at gmail.com (Piyush Kumar) Date: Fri, 26 Mar 2010 21:13:07 +0530 Subject: [rt-users] RT : OpenNMS Message-ID: Hi Friends, Just started using RT : Couple of questions plz !! 1. I have enabled the RT plugin inside OpenNMS to integrate it with default installation of RT and create a Queue (OpenNMS). Now is there a way / scrip to assign the ticket based on Server List to owner defined and in different Queue..? 2. Is there a way I can automatically create a ticket using some shell script..?? 3. I have also been able to successfully integrate RT with LDAP (AD) using RT-Authen-ExternalAuth plugin !! Is there a script which can import the LDAP users to RT : currently only the users which login to the system have there Users created in RT !! In case someone had already written a import script to get all the LDAP users created in RT - please share the info !! Thanks a lot!! 4. If I have a mail coming from OpenNMS at exampledomain.com - how to integrate that the replies from people through my SMTP server get appended to the history of the Ticket itself .? -- Thanks & Regards, -Piyush Mail: piykumar at gmail.com Web: http://piyush.me/ -In a world without fences, limits, boundaries and walls, Who needs Windows and Gates? From nick at schmalenberger.us Fri Mar 26 12:16:35 2010 From: nick at schmalenberger.us (Nick Schmalenberger) Date: Fri, 26 Mar 2010 09:16:35 -0700 Subject: [rt-users] email client integration Message-ID: <20100326161634.GC15193@schmalenberger.us> I have been using 3.6 for about a year fairly successfully, and I have more recently setup the CommandByMail extension to help in closing tickets as part of my email work process. I use mutt for email, and I wrote a perl script that takes an email on stdin and sends an email with the same subject as to the comment address of the queue, with Status: resolved. Then, I have macro pager S "~/bin/rtresolve.pl" in my muttrc so I just press a key while viewing the message to close the ticket. However, I still don't have a good way of seeing the status of tickets in mutt or another mail program. Has anyone done anything like this, or have suggestions for my ticket closing script? #!/usr/bin/perl use warnings; use strict; use Mail::Sendmail; my ($replyto, $replyfrom, $subject, $queue, $rthost, $isaticket); #it must be from the address RT thinks you have $replyfrom="nick\@prgmr.com"; while () { chomp $_; if (/^Reply-To: (.*@.*)$/) {$replyto=$1;} if (/^RT-Ticket:/) {$isaticket="true";} if (/^Subject: (.*)$/) {$subject=$1;} } if($isaticket) { if ($replyto=~/^(.*)(-comment){0}@(.*)$/) { $queue=$1; $rthost=$3; } } else { print "Not a ticket.\n"; exit(1); } my %mail=( server => 'localhost', from => $replyfrom, to => "$queue-comment\@$rthost", subject => $subject, body => 'Status: resolved', ); sendmail(%mail) or die $Mail::Sendmail::error; exit(0); Thanks, Nick Schmalenberger From tyler at tylerhall.net Fri Mar 26 12:51:40 2010 From: tyler at tylerhall.net (Tyler Hall) Date: Fri, 26 Mar 2010 09:51:40 -0700 Subject: [rt-users] Re-open ticket on comment? Message-ID: <86d53a101003260951t65a20b86y54d8694b508caff2@mail.gmail.com> It seems by default when a ticket is closed and someone emails into the comment address, it doesn't re-open the ticket, which can caused missed emails, etc. Is there a way to have RT re-open the ticket if it detects a comment, once closed? Thanks! From blawson at samhouston.net Fri Mar 26 13:11:06 2010 From: blawson at samhouston.net (Brian Lawson) Date: Fri, 26 Mar 2010 12:11:06 -0500 Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe Message-ID: Well in my RT_Config.pm, both $MailCommand and $SendmailPath are set to sendmailpipe. I set the $MailCommand in the RT_SiteConfig.pm to be sendmail and it worked, but I did not set $SendmailPath. Should they both be set to the same value? They were both set to the sendmailpipe when it stopped working. The documentation in the RT_Config.pm file is terse in my opinion and doesn't explain how sendmailpipe actually works. -Brian -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 26, 2010 10:19 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe On Fri, Mar 26, 2010 at 08:21:36AM -0500, Brian Lawson wrote: > Kevin, > > I didn't change the SendMailPath. Ahhh. That might be a problem. I > just looked in my RT_Config.pm file (because SendMailPath is not set in > RT_SiteConfig.pm) and it has the following: "Set($SendmailPath, > 'sendmailpipe');" Since this is case sensitive and the 'm' in 'mail' is > lower case, that might be the problem. Correct? Having SendmailPath set to something other than a path to a sendmail binary is almost certainly causing errors. You seem to be confusing SendmailPath and MailCommand, I suggest reviewing their docs in RT_Congif.pm -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Thursday, March 25, 2010 1:22 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- > sendmailpipe > > On Thu, Mar 25, 2010 at 11:55:14AM -0500, Brian Lawson wrote: > > I got it working by changing sendmailpipe to just sendmail and > removing the "-t" option on the > > commands, but I still want to understand why it quit all of a > sudden. > > You don't say what version you're running, but most likely your > SendmailPath was wrong. sendmailpipe is not a program, but instead it > tells RT to open a pipe to the sendmail command. > > -kevin > > > > > > > > ------------------------------------------------------------------------ > ---------------------- > > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > Brian Lawson > > Sent: Thursday, March 25, 2010 9:01 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- > sendmailpipe > > > > > > > > Newbie here. > > > > > > > > I have not changed anything in the RT_Config.pm and > RT_SiteConfig.pm does not remap > > $MailCommand to anything else. > > > > Suddenly today I see the following message in the syslog: > > > > > > > > Mar 25 08:38:28 helpdesk RT: Can't exec "sendmailpipe": No such > file or directory at > > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. > > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) > > > > > > > > I have not been able to find the sendmailpipe executable, and do > not know where it was > > previously. > > > > > > > > Can anyone help? > > > > This communication, together with any attachments hereto or links > contained herein, is for the > > sole use of the intended recipient(s) and may contain information > that is confidential or > > legally protected. If you are not the intended recipient, you are > hereby notified that any > > review, disclosure, copying, dissemination, distribution or use of > this communication is > > STRICTLY PROHIBITED. If you have received this communication in > error, please notify the > > sender immediately by return e-mail message and delete the original > and all copies of the > > communication, along with any attachments hereto or links herein, > from your system. > > > > This communication, together with any attachments hereto or links > contained herein, is for the > > sole use of the intended recipient(s) and may contain information > that is confidential or > > legally protected. If you are not the intended recipient, you are > hereby notified that any > > review, disclosure, copying, dissemination, distribution or use of > this communication is > > STRICTLY PROHIBITED. If you have received this communication in > error, please notify the > > sender immediately by return e-mail message and delete the original > and all copies of the > > communication, along with any attachments hereto or links herein, > from your system. > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From rt-users at jjussi.com Fri Mar 26 13:04:56 2010 From: rt-users at jjussi.com (JJussi) Date: Fri, 26 Mar 2010 19:04:56 +0200 Subject: [rt-users] Re-open ticket on comment? In-Reply-To: <86d53a101003260951t65a20b86y54d8694b508caff2@mail.gmail.com> References: <86d53a101003260951t65a20b86y54d8694b508caff2@mail.gmail.com> Message-ID: <201003261904.56231.rt-users@jjussi.com> Comments are used only by support personals, comments don't go to customer. SO, when customer reply to closed ticket, it's re-opened. Why you would like to have ticket re-open when someone (not customer) comments?!? On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote: > It seems by default when a ticket is closed and someone emails into > the comment address, it doesn't re-open the ticket, which can caused > missed emails, etc. > > Is there a way to have RT re-open the ticket if it detects a comment, > once closed? > > Thanks! > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- JJussi From tyler at tylerhall.net Fri Mar 26 13:17:14 2010 From: tyler at tylerhall.net (Tyler Hall) Date: Fri, 26 Mar 2010 10:17:14 -0700 Subject: [rt-users] Re-open ticket on comment? In-Reply-To: <201003261904.56231.rt-users@jjussi.com> References: <86d53a101003260951t65a20b86y54d8694b508caff2@mail.gmail.com> <201003261904.56231.rt-users@jjussi.com> Message-ID: <86d53a101003261017o3a785c58m2fe71edbbd3aed02@mail.gmail.com> We use comments to talk to vendors, therefore when a vendor replies and the ticket is closed it doesn't do us much good. Thanks, Tyler On Fri, Mar 26, 2010 at 10:04 AM, JJussi wrote: > Comments are used only by support personals, comments don't go to customer. > SO, when customer reply to closed ticket, it's re-opened. > > Why you would like to have ticket re-open when someone (not customer) > comments?!? > > On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote: > >> It seems by default when a ticket is closed and someone emails into >> the comment address, it doesn't re-open the ticket, which can caused >> missed emails, etc. >> >> Is there a way to have RT re-open the ticket if it detects a comment, >> once closed? >> >> Thanks! >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > -- > JJussi > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Fri Mar 26 14:38:07 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Mar 2010 14:38:07 -0400 Subject: [rt-users] Re-open ticket on comment? In-Reply-To: <86d53a101003261017o3a785c58m2fe71edbbd3aed02@mail.gmail.com> References: <86d53a101003260951t65a20b86y54d8694b508caff2@mail.gmail.com> <201003261904.56231.rt-users@jjussi.com> <86d53a101003261017o3a785c58m2fe71edbbd3aed02@mail.gmail.com> Message-ID: <20100326183807.GJ96739@jibsheet.com> On Fri, Mar 26, 2010 at 10:17:14AM -0700, Tyler Hall wrote: > We use comments to talk to vendors, therefore when a vendor replies > and the ticket is closed it doesn't do us much good. Just mimic the existing scrip for ON Correspond Open Ticket with an On Comment condition instead -kevin > On Fri, Mar 26, 2010 at 10:04 AM, JJussi wrote: > > Comments are used only by support personals, comments don't go to customer. > > SO, when customer reply to closed ticket, it's re-opened. > > > > Why you would like to have ticket re-open when someone (not customer) > > comments?!? > > > > On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote: > > > >> It seems by default when a ticket is closed and someone emails into > >> the comment address, it doesn't re-open the ticket, which can caused > >> missed emails, etc. > >> > >> Is there a way to have RT re-open the ticket if it detects a comment, > >> once closed? > >> > >> Thanks! > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > > > -- > > JJussi > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From wpereira at pop-sp.rnp.br Fri Mar 26 14:39:01 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Fri, 26 Mar 2010 15:39:01 -0300 Subject: [rt-users] RT Scrip doesn't work Message-ID: <4BACFF45.8060000@pop-sp.rnp.br> Hi, all. I have a RT scrip which should to send a template in every time someone create a ticket (through e-mail, obviously). Although, I have other scrip which sends a template when the ticket is closed. That's working OK. I made a comparison between both and I already read the RT manual, it seems they are correctly configured. So, why doesn't RT send an e-mail when the ticket is opened? Hugs, -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 From tyler at tylerhall.net Fri Mar 26 14:44:05 2010 From: tyler at tylerhall.net (Tyler Hall) Date: Fri, 26 Mar 2010 11:44:05 -0700 Subject: [rt-users] Re-open ticket on comment? In-Reply-To: <20100326183807.GJ96739@jibsheet.com> References: <86d53a101003260951t65a20b86y54d8694b508caff2@mail.gmail.com> <201003261904.56231.rt-users@jjussi.com> <86d53a101003261017o3a785c58m2fe71edbbd3aed02@mail.gmail.com> <20100326183807.GJ96739@jibsheet.com> Message-ID: <86d53a101003261144t7c6ba4eelf531901f1eebc6a5@mail.gmail.com> Thanks, works perfectly! On Fri, Mar 26, 2010 at 11:38 AM, Kevin Falcone wrote: > On Fri, Mar 26, 2010 at 10:17:14AM -0700, Tyler Hall wrote: >> We use comments to talk to vendors, therefore when a vendor replies >> and the ticket is closed it doesn't do us much good. > > Just mimic the existing scrip for ON Correspond Open Ticket with an On > Comment condition instead > > -kevin > From thierry.thelliez.tech at gmail.com Fri Mar 26 17:41:06 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 26 Mar 2010 15:41:06 -0600 Subject: [rt-users] Can a global scrip be disabled for a given queue? Message-ID: <42f5c4431003261441k1fc3bacco74b5e7575978fb8e@mail.gmail.com> Hello, I have the requirements to not send notifications 'on correspond' to the requestors for a given queue (that's scrip #6). But I wish to keep it for other queues. Do I need to disable it (scrip fields > Stage >Disabled) and then recreate it locally for all the other queues? Thanks, Thierry From john at iastate.edu Fri Mar 26 17:48:04 2010 From: john at iastate.edu (John Hascall) Date: Fri, 26 Mar 2010 16:48:04 CDT Subject: [rt-users] Can a global scrip be disabled for a given queue? In-Reply-To: Your message of Fri, 26 Mar 2010 15:41:06 -0600. <42f5c4431003261441k1fc3bacco74b5e7575978fb8e@mail.gmail.com> Message-ID: <26710.1269640084@malison.ait.iastate.edu> When I wanted to do a similar thing, I found it easier to modify the global scrip (Custom Condition) to recognize a special address in that field for the queue: return (($self->TransactionObj->Type eq "Correspond") && ($self->TicketObj->QueueObj->CorrespondAddress() ne "NONE")); John ------------------------------------------------------------------------------- John Hascall, john at iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication & Directory Services) IT Services, The Iowa State University of Science and Technology > Hello, > > I have the requirements to not send notifications 'on correspond' to > the requestors for a given queue (that's scrip #6). But I wish to keep > it for other queues. > > Do I need to disable it (scrip fields > Stage >Disabled) and then > recreate it locally for all the other queues? > > > > Thanks, > Thierry > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From thierry.thelliez.tech at gmail.com Fri Mar 26 18:03:24 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 26 Mar 2010 16:03:24 -0600 Subject: [rt-users] Can a global scrip be disabled for a given queue? In-Reply-To: <26710.1269640084@malison.ait.iastate.edu> References: <42f5c4431003261441k1fc3bacco74b5e7575978fb8e@mail.gmail.com> <26710.1269640084@malison.ait.iastate.edu> Message-ID: <42f5c4431003261503n6742e966w3311521ea5aec325@mail.gmail.com> John, That's a great idea. Could I just test the queue name? I am no that familiar with Perl/RT but could it be something like: return ($self->TicketObj->QueueObj->Id ne "MySpecialQueue"); (How do you access the queue name?) Thierry On Fri, Mar 26, 2010 at 3:48 PM, John Hascall wrote: > > When I wanted to do a similar thing, > I found it easier to modify the global scrip (Custom Condition) > to recognize a special address in that field for the queue: > > return (($self->TransactionObj->Type eq "Correspond") && > ? ? ? ?($self->TicketObj->QueueObj->CorrespondAddress() ne "NONE")); > > > John > > ------------------------------------------------------------------------------- > John Hascall, john at iastate.edu > Team Lead, NIADS (Network Infrastructure, Authentication & Directory Services) > IT Services, The Iowa State University of Science and Technology > >> Hello, >> >> I have the requirements to not send notifications 'on correspond' to >> the requestors for a given queue (that's scrip #6). But I wish to keep >> it for other queues. >> >> Do I need to disable it (scrip fields > Stage >Disabled) and then >> recreate it locally for all the other queues? >> >> >> >> Thanks, >> Thierry >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From john at iastate.edu Fri Mar 26 18:16:54 2010 From: john at iastate.edu (John Hascall) Date: Fri, 26 Mar 2010 17:16:54 CDT Subject: [rt-users] Can a global scrip be disabled for a given queue? In-Reply-To: Your message of Fri, 26 Mar 2010 16:03:24 -0600. <42f5c4431003261503n6742e966w3311521ea5aec325@mail.gmail.com> Message-ID: <25046.1269641814@malison.ait.iastate.edu> > John, > That's a great idea. > Could I just test the queue name? Yes. > I am no that familiar with Perl/RT but could it be something like: > return ($self->TicketObj->QueueObj->Id ne "MySpecialQueue"); > (How do you access the queue name?) $self->TicketObj->QueueObj->Name John From torsten.brumm at googlemail.com Fri Mar 26 18:21:58 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 26 Mar 2010 23:21:58 +0100 Subject: [rt-users] Can a global scrip be disabled for a given queue? In-Reply-To: <42f5c4431003261441k1fc3bacco74b5e7575978fb8e@mail.gmail.com> References: <42f5c4431003261441k1fc3bacco74b5e7575978fb8e@mail.gmail.com> Message-ID: Search for Dirk Papes QueueDeactivatedScrips. It is a nice addon (llittle outdated, but still working) that will save you a lot of work! http://page.mi.fu-berlin.de/dirkpape/rt3/HideGlobalScrips/ Torsten 2010/3/26 Thierry Thelliez > Hello, > > I have the requirements to not send notifications 'on correspond' to > the requestors for a given queue (that's scrip #6). But I wish to keep > it for other queues. > > Do I need to disable it (scrip fields > Stage >Disabled) and then > recreate it locally for all the other queues? > > > > Thanks, > Thierry > > 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.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From piykumar at gmail.com Fri Mar 26 21:12:10 2010 From: piykumar at gmail.com (Piyush Kumar) Date: Sat, 27 Mar 2010 06:42:10 +0530 Subject: [rt-users] RT : OpenNMS In-Reply-To: References: Message-ID: can someone please reply on below queries . Thanks! On Fri, Mar 26, 2010 at 9:13 PM, Piyush Kumar wrote: > Hi Friends, > > Just started using RT : Couple of questions plz !! > > 1. I have enabled the RT plugin inside OpenNMS to integrate it with > default installation of RT and create a Queue (OpenNMS). > Now is there a way / scrip to assign the ticket based on Server List > to owner defined and in different Queue..? > > 2. Is there a way I can automatically create a ticket using some shell > script..?? > > 3. I have also been able to successfully integrate RT with LDAP (AD) > using RT-Authen-ExternalAuth plugin !! > Is there a script which can import the LDAP users to RT : currently > only the users which login to the system have there Users created in > RT !! > In case someone had already written a import script to get all the > LDAP users created in RT - please share the info !! Thanks a lot!! > > 4. If I have a mail coming from OpenNMS at exampledomain.com - how to > integrate that the replies from people through my SMTP server get > appended to the history of the Ticket itself .? > > -- > Thanks & Regards, > -Piyush > Mail: piykumar at gmail.com > Web: http://piyush.me/ > > -In a world without fences, limits, boundaries and walls, Who needs > Windows and Gates? > -- Thanks & Regards, -Piyush Mo.: 091-9910904233 Mail: piykumar at gmail.com Web: http://piyush.me/ -In a world without fences, limits, boundaries and walls, Who needs Windows and Gates? From alex.conner at geekery4rent.com Fri Mar 26 21:20:41 2010 From: alex.conner at geekery4rent.com (Alex Conner) Date: Fri, 26 Mar 2010 21:20:41 -0400 Subject: [rt-users] Open Ticket in Another Queue on Close Message-ID: I've been reading the documentation and the Oreily book on RT and I'm trying to figure out how to open a new ticket in the Billing queue when a ticket in the Service queue is closed / resolved. I'm sure I must have a syntax issue in my template but I can't find the documentation on those templates. I also have a Scrip on the Services Queue to open a ticket on Resolved using this template. My current template is: ===Create-Ticket: approve-and-post Queue: Billing Subject: Review and Post { $Tickets{'TOP'}->Subject() } Requestor: { $Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: { Tickets{'TOP'}->Id() } Content: A service ticket for { $Tickets{'TOP'}->Requestors- >UserMembersObj-Next->EmailAddress() } has been closed regarding { $Tickets{'TOP'}->Subject() }. Please approve and post the customer's account for { $Tickets{'TOP'}->TimeWorked() } minutes of labor. _____ Thoughts? From koen.vanimpe at belnet.be Sat Mar 27 15:28:14 2010 From: koen.vanimpe at belnet.be (Koen Van Impe) Date: Sat, 27 Mar 2010 20:28:14 +0100 Subject: [rt-users] Slow RTIR Message-ID: <4BAE5C4E.6090405@belnet.be> Hello, We run RT 3.8.4 on Ubuntu 9.04 (mysql 5.0.75). RTIR is working fine with decent speed (some 4000 tickets in the queue). Unfortunately when we click on the "Lookup" link next to an IP, RT just stalls. mysql takes all of the cpu (99%), there's nothing unusual in the logs. The last two lines in the mysql log show 100327 17:47:28 33 Query SELECT GET_LOCK('Apache-Session-16749711901078a349aea9e34d956e74', 3600) 29 Query SELECT GET_LOCK('Apache-Session-16749711901078a349aea9e34d956e74', 3600) After that the site becomes un-responsive to all users, the only solution is to restart mysql. All other lookups seem to work decently, only the "lookup an ip" stalls the machine. I've seen posts for the GET_LOCK issue but without a solution ... Does anyone has a clue where I should start looking? Thanks in advance, Koen -- Koen Van Impe - BELNET CERT koen.vanimpe at belnet.be PGP Key Id 0xED12AD79 Contact: http://cert.belnet.be/ From piykumar at gmail.com Sun Mar 28 11:02:13 2010 From: piykumar at gmail.com (Piyush Kumar) Date: Sun, 28 Mar 2010 20:32:13 +0530 Subject: [rt-users] Configure Email Interface Message-ID: Hi I have my Organization mail server on MS Exchange server. How can I make RT which is installed on other Linux box to have following :- 1. Any replies to ticket will automatically be appended to history of the Ticket 2. Whenever someone sends an email to rt@.com - it either creates a new ticket or appends the conversation to existing ticket if mentioned in Subject line..? 3. How to setup a mailgate..? -- Thanks & Regards, -Piyush Mo.: 091-9910904233 Mail: piykumar at gmail.com Web: http://piyush.me/ -In a world without fences, limits, boundaries and walls, Who needs Windows and Gates? From alex.conner at geekery4rent.com Sun Mar 28 14:00:00 2010 From: alex.conner at geekery4rent.com (alex.conner at geekery4rent.com) Date: Sun, 28 Mar 2010 11:00:00 -0700 Subject: [rt-users] Configure Email Interface Message-ID: <20100328091253.91479ba9da641634ffb2378287bf7a13.5b4cd44c40.wbe@email06.secureserver.net> An HTML attachment was scrubbed... URL: From todd at chaka.net Sun Mar 28 17:10:40 2010 From: todd at chaka.net (Todd Chapman) Date: Sun, 28 Mar 2010 17:10:40 -0400 Subject: [rt-users] How do I edit RT System's saved searches? Message-ID: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> All, I remember being able to do it once but can't figure it out. I do have SuperUser privs so that isn't the problem. Thanks! From praveen.velu at hotmail.com Mon Mar 29 00:57:45 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Mon, 29 Mar 2010 10:27:45 +0530 Subject: [rt-users] Sending html mails using web interface In-Reply-To: <20100324161654.GD96739@jibsheet.com> References: , <20100323141935.GZ96739@jibsheet.com>, , <20100324161654.GD96739@jibsheet.com> Message-ID: > All mail sends using templates. > It sounds like your correspondence templates are not html Thanks for your reply. Can you help me to enable this ?? -Praveen- _________________________________________________________________ The latest songs, trailers and more http://video.in.msn.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From tariq.doukkali at autoform.de Mon Mar 29 07:49:16 2010 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Mon, 29 Mar 2010 13:49:16 +0200 Subject: [rt-users] security issue Message-ID: <192B76E92530564BAAB9DD78BAE565B741660D47F8@chexchange.autoform.com> Hi all, if an unprivileged user click a link to open a ticket, the link below will be shown on browser as URL-address: https://company.com/SelfService/Display.html?id=493 but if the user try to copy and past this url-adress in an other browser-tab and changes id to 490 as shown below, https://company.com/SelfService/Display.html?id=490 the user is also able to show this ticket too. The problem is that we have a different unprivileged user (company 1, company 2). Unprivileged users of company 1 should only be able to schow their own ticket (not tickets of unprivileged user of company 2), but on RT system we can change permissions for the group unprvivileged users, which (in our case) includes all user of all companies. How can I solve the problem ??? Many thanks in advance !!! Tamodew -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Mar 29 09:27:16 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 29 Mar 2010 09:27:16 -0400 Subject: [rt-users] Sending html mails using web interface In-Reply-To: References: <20100323141935.GZ96739@jibsheet.com> <20100324161654.GD96739@jibsheet.com> Message-ID: <20100329132716.GK96739@jibsheet.com> On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote: > > All mail sends using templates. > > It sounds like your correspondence templates are not html > > Thanks for your reply. Can you help me to enable this ?? > Apply the documentation in docs/templates.pod to your Correspondence templates -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Mar 29 09:28:18 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 29 Mar 2010 09:28:18 -0400 Subject: [rt-users] Open Ticket in Another Queue on Close In-Reply-To: References: Message-ID: <20100329132818.GL96739@jibsheet.com> On Fri, Mar 26, 2010 at 09:20:41PM -0400, Alex Conner wrote: > I've been reading the documentation and the Oreily book on RT and > I'm trying to figure out how to open a new ticket in the Billing > queue when a ticket in the Service queue is closed / resolved. I'm > sure I must have a syntax issue in my template but I can't find the > documentation on those templates. I also have a Scrip on the > Services Queue to open a ticket on Resolved using this template. My > current template is: Syntax errors would show up in your error logs You also don't show your actual scrip condition and scrip action which makes it hard to know if you're using the right ones -kevin > ===Create-Ticket: approve-and-post > Queue: Billing > Subject: Review and Post { $Tickets{'TOP'}->Subject() } > Requestor: { $Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: { Tickets{'TOP'}->Id() } > Content: A service ticket for { $Tickets{'TOP'}->Requestors- > >UserMembersObj-Next->EmailAddress() } has been closed regarding { > $Tickets{'TOP'}->Subject() }. Please approve and post the > customer's account for { $Tickets{'TOP'}->TimeWorked() } minutes of > labor. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From polloxx at gmail.com Mon Mar 29 09:30:45 2010 From: polloxx at gmail.com (polloxx) Date: Mon, 29 Mar 2010 14:30:45 +0100 Subject: [rt-users] CommandByMail hide commands In-Reply-To: <20100323180607.GV1218@it.is.rice.edu> References: <20100322130405.GN1218@it.is.rice.edu> <20100323180607.GV1218@it.is.rice.edu> Message-ID: It seems like the requestor receives mail sent to rt-comment. Or is this a option I can disable? On Tue, Mar 23, 2010 at 7:06 PM, Kenneth Marshall wrote: > The comment address is the mail to RT that is only sent to > admins and adminccs and not requestors or ccs. The default > is usually rt-comment. I hope that helps. > > Ken > > On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote: >> Can you be more specific? >> I also posted my question on the cpanforum but that seems death. >> >> P. >> >> On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall wrote: >> > What about using the comment address and not the E-mail >> > address. It should also be possible to make a patch to >> > strip them out, maybe to a separate attachment to help >> > debug problems. >> > >> > Ken >> > >> > On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: >> >> Dear list, >> >> >> >> Is there a way to hide CommandByMail commands from the requestor? >> >> When we 'resolve' a ticket via mail the requestor receives the mail. >> >> Can we hide this? >> >> >> >> Thx, >> >> P. > From torsten.brumm at googlemail.com Mon Mar 29 09:46:51 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 29 Mar 2010 15:46:51 +0200 Subject: [rt-users] security issue In-Reply-To: <192B76E92530564BAAB9DD78BAE565B741660D47F8@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B741660D47F8@chexchange.autoform.com> Message-ID: Hi, think this is a config error at your installation, tried it out just in my installation and all i get is:?No permission to display that ticket RT Rights Setup is really clean and good! Possibly the requestor of Ticket 490 is the same like for ticket 493 ?? Torsten 2010/3/29 Tariq Doukkali > > Hi all, > > > > if an unprivileged user click? a link to open a ticket, the link below will be shown on browser as URL-address: > > > > https://company.com/SelfService/Display.html?id=493 > > > > but if the user try to copy and past this url-adress in an other browser-tab and changes id to 490 as shown below, > > > > https://company.com/SelfService/Display.html?id=490 > > > > the user is also able to show this ticket too. > > > > The problem is that we have a different unprivileged user (company 1, company 2). Unprivileged users of company 1 should only be able to schow their own ticket (not tickets of unprivileged user of company 2), but on RT system we can change permissions for the group unprvivileged users, which (in our case) includes all user of all companies. > > > > How can I solve the problem ??? > > > > Many thanks in advance !!! > > > > Tamodew > > > > 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.brumm.me http://www.elektrofeld.de From torsten.brumm at googlemail.com Mon Mar 29 09:49:34 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 29 Mar 2010 15:49:34 +0200 Subject: [rt-users] security issue In-Reply-To: <192B76E92530564BAAB9DD78BAE565B741660D47F8@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B741660D47F8@chexchange.autoform.com> Message-ID: Oh, just read: You granted (globally?) unpriviledged users the right to see a ticket? Thats heavy.... depending on your need i would suggest to grant ShowTicket only to Requestor (on Queue Base) Is it really needed that all users from Company 1 can see tickets created from someone of Company 1 ? Torsten 2010/3/29 Tariq Doukkali : > Hi all, > > > > if an unprivileged user click? a link to open a ticket, the link below will > be shown on browser as URL-address: > > > > https://company.com/SelfService/Display.html?id=493 > > > > but if the user try to copy and past this url-adress in an other browser-tab > and changes id to 490 as shown below, > > > > https://company.com/SelfService/Display.html?id=490 > > > > the user is also able to show this ticket too. > > > > The problem is that we have a different unprivileged user (company 1, > company 2). Unprivileged users of company 1 should only be able to schow > their own ticket (not tickets of unprivileged user of company 2), but on RT > system we can change permissions for the group unprvivileged users, which > (in our case) includes all user of all companies. > > > > How can I solve the problem ??? > > > > Many thanks in advance !!! > > > > Tamodew > > > > 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.brumm.me http://www.elektrofeld.de From ktm at rice.edu Mon Mar 29 10:08:43 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 29 Mar 2010 09:08:43 -0500 Subject: [rt-users] CommandByMail hide commands In-Reply-To: References: <20100322130405.GN1218@it.is.rice.edu> <20100323180607.GV1218@it.is.rice.edu> Message-ID: <20100329140843.GC11048@it.is.rice.edu> This does not happen out of the box. Comments only go to AdminCc's and not the Requestor. This sounds like a local modification, either to make requestors AdminCc's or to send comments to requestors. Check your Scrips. Cheers, Ken On Mon, Mar 29, 2010 at 02:30:45PM +0100, polloxx wrote: > It seems like the requestor receives mail sent to rt-comment. Or is > this a option I can disable? > > > On Tue, Mar 23, 2010 at 7:06 PM, Kenneth Marshall wrote: > > The comment address is the mail to RT that is only sent to > > admins and adminccs and not requestors or ccs. The default > > is usually rt-comment. I hope that helps. > > > > Ken > > > > On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote: > >> Can you be more specific? > >> I also posted my question on the cpanforum but that seems death. > >> > >> P. > >> > >> On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall wrote: > >> > What about using the comment address and not the E-mail > >> > address. It should also be possible to make a patch to > >> > strip them out, maybe to a separate attachment to help > >> > debug problems. > >> > > >> > Ken > >> > > >> > On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: > >> >> Dear list, > >> >> > >> >> Is there a way to hide CommandByMail commands from the requestor? > >> >> When we 'resolve' a ticket via mail the requestor receives the mail. > >> >> Can we hide this? > >> >> > >> >> Thx, > >> >> P. > > > > 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 Mon Mar 29 10:29:40 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 29 Mar 2010 09:29:40 -0500 Subject: [rt-users] CommandByMail only listening to commands issued by privileged users In-Reply-To: <4BABD9B8.7020100@cypressinteractive.com> References: <4BABD9B8.7020100@cypressinteractive.com> Message-ID: <20100329142940.GG11048@it.is.rice.edu> Bad, bad, bad, bad idea. Did I mention that this is a bad idea? :) Seriously, the CommandByMail gives a lot of access to the internals of your RT system. It can totally subvert your workflow. Imagine a generic E-mail that can close or delete any ticket in the system. What are you trying to accomplish with this change? Maybe there is a more secure way to address your problem. My two cents. Cheers, Ken On Thu, Mar 25, 2010 at 03:46:32PM -0600, Matt Adams wrote: > Folks: > > I have noticed that CommandByMail only listens to commands from email > addresses belonging to privileged users. If other random people email the > system it ignores things like CF{Company}: Example. > > Is there something I can do about this to make RT listen to commands from > random email addresses? > > > Thanks in advance, > > Matt > -- > Matt Adams > Development & Network Services, Cypress Interactive > http://cypressinteractive.com, http://edsuite.com > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From blawson at samhouston.net Mon Mar 29 10:30:19 2010 From: blawson at samhouston.net (Brian Lawson) Date: Mon, 29 Mar 2010 09:30:19 -0500 Subject: [rt-users] Problem with custom Template Message-ID: Still a newbie. Using RT 3.8.2 I've been playing around with making an OnOwnerChangeNotifyOwner scrip and I am having parsing errors. I am using just a NotifyOwner Action with a custom template with the stage as TransactionCreate. Here is my template: To: { my $old_owner = RT::User($RT::SystemUser); $old_owner->Load( $Transaction->OldValue ); $old_owner->EmailAddress || $Transaction->OldValue} Subject: [{$rtname} Ticket #{ $Ticket->Id( ) } Owner Change Notification A ticket that you owned: {Subject: $Ticket->Subject()} is now owned by {$Ticket->OwnerObj->Name()} {$RT->WebURL}Ticket/Display.html?id={$Ticket->Id} I'm seeing the following error in the rt.log: [error]: Template parsing error: Undefined subroutine &RT::User called at template line 1. Stack: [template:1] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:157] [/opt/rt3/bin/../lib/RT/Action/Notify.pm:69] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:435] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/opt/rt3/bin/../lib/RT/Record.pm:1456] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2796] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:1068] [/opt/rt3/share/html/Ticket/ModifyPeople.html:75] [/opt/rt3/share/html/autohandler:311] (/opt/rt3/bin/../lib/RT/Template_Overlay.pm:420) Please help, Brian This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From blawson at samhouston.net Mon Mar 29 11:25:09 2010 From: blawson at samhouston.net (Brian Lawson) Date: Mon, 29 Mar 2010 10:25:09 -0500 Subject: [rt-users] Problem with custom Template Message-ID: Thanks for pointing that out! All is working now! -Brian -----Original Message----- From: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] Sent: Monday, March 29, 2010 10:11 AM To: Brian Lawson Subject: RE: Problem with custom Template Isnt there supposed to be a 'new' keyword somewhere? my $old_owner = new RT::User($RT::SystemUser); or my $old_owner = RT::User->new($RT::SystemUser); ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Lawson [blawson at samhouston.net] Sent: Monday, March 29, 2010 8:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem with custom Template Still a newbie. Using RT 3.8.2 I've been playing around with making an OnOwnerChangeNotifyOwner scrip and I am having parsing errors. I am using just a NotifyOwner Action with a custom template with the stage as TransactionCreate. Here is my template: To: { my $old_owner = RT::User($RT::SystemUser); $old_owner->Load( $Transaction->OldValue ); $old_owner->EmailAddress || $Transaction->OldValue} Subject: [{$rtname} Ticket #{ $Ticket->Id( ) } Owner Change Notification A ticket that you owned: {Subject: $Ticket->Subject()} is now owned by {$Ticket->OwnerObj->Name()} {$RT->WebURL}Ticket/Display.html?id={$Ticket->Id} I'm seeing the following error in the rt.log: [error]: Template parsing error: Undefined subroutine &RT::User called at template line 1. Stack: [template:1] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:157] [/opt/rt3/bin/../lib/RT/Action/Notify.pm:69] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:435] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/opt/rt3/bin/../lib/RT/Record.pm:1456] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2796] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:1068] [/opt/rt3/share/html/Ticket/ModifyPeople.html:75] [/opt/rt3/share/html/autohandler:311] (/opt/rt3/bin/../lib/RT/Template_Overlay.pm:420) Please help, Brian This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From wpereira at pop-sp.rnp.br Mon Mar 29 14:00:46 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Mon, 29 Mar 2010 15:00:46 -0300 Subject: [rt-users] RT Scrip doesn't work In-Reply-To: References: <4BACFF45.8060000@pop-sp.rnp.br> Message-ID: <4BB0EACE.7060408@pop-sp.rnp.br> Hi, Kenn. My scrip should send an e-mail to user when a ticket were created. It's configured like this (using the default shipped with RT): Description: Ticket open - AutoReply Condition: OnCreate Action: AutoReply to Requestors Template: global model - AutoReply Stage: TransactionCreate Thanks. -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Kenneth Crocker escreveu: > Pereira, > > Well, let's see the scrip. Can't comment on what i cant see. Is it a > global scrip? Queue scrip? Was the transaction a /create/ or an /open/? > > Kenn > LBNL > > On Fri, Mar 26, 2010 at 11:39 AM, Wagner Pereira > > wrote: > > Hi, all. > > I have a RT scrip which should to send a template in every time > someone create a ticket (through e-mail, obviously). > > Although, I have other scrip which sends a template when the > ticket is closed. That's working OK. > > I made a comparison between both and I already read the RT manual, > it seems they are correctly configured. > > So, why doesn't RT send an e-mail when the ticket is opened? > > Hugs, > > -- > > Wagner Pereira > > PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo > CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo > http://www.pop-sp.rnp.br > Tel. (11) 3091-8901 > > > 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 Mon Mar 29 16:06:37 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Mar 2010 16:06:37 -0400 Subject: [rt-users] How do I edit RT System's saved searches? In-Reply-To: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> References: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> Message-ID: <20100329200636.GG16325@bestpractical.com> On Sun, Mar 28, 2010 at 05:10:40PM -0400, Todd Chapman wrote: > All, > > I remember being able to do it once but can't figure it out. I do have > SuperUser privs so that isn't the problem. > IIRC, I can do this when logged in as root. > Thanks! > > 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 Mon Mar 29 16:18:24 2010 From: todd at chaka.net (Todd Chapman) Date: Mon, 29 Mar 2010 16:18:24 -0400 Subject: [rt-users] How do I edit RT System's saved searches? In-Reply-To: <20100329200636.GG16325@bestpractical.com> References: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> <20100329200636.GG16325@bestpractical.com> Message-ID: <519782dc1003291318y20e22663tb9c4731f5920c27c@mail.gmail.com> I think this was the case at one time but I don't think so know. To clarify, I'm referring to the ones installed from /etc/initialdata. On Mon, Mar 29, 2010 at 4:06 PM, Jesse Vincent wrote: > > > > On Sun, Mar 28, 2010 at 05:10:40PM -0400, Todd Chapman wrote: >> All, >> >> I remember being able to do it once but can't figure it out. I do have >> SuperUser privs so that isn't the problem. >> > > IIRC, I can do this when logged in as root. > > >> Thanks! >> >> 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 Mon Mar 29 16:21:42 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Mar 2010 16:21:42 -0400 Subject: [rt-users] Slow RTIR In-Reply-To: <4BAE5C4E.6090405@belnet.be> References: <4BAE5C4E.6090405@belnet.be> Message-ID: <20100329202133.GK16325@bestpractical.com> On Sat, Mar 27, 2010 at 08:28:14PM +0100, Koen Van Impe wrote: > Hello, > > We run RT 3.8.4 on Ubuntu 9.04 (mysql 5.0.75). RTIR is working fine with > decent speed (some 4000 tickets in the queue). Unfortunately when we > click on the "Lookup" link next to an IP, RT just stalls. > > mysql takes all of the cpu (99%), there's nothing unusual in the logs. > The last two lines in the mysql log show > > 100327 17:47:28 33 Query SELECT > GET_LOCK('Apache-Session-16749711901078a349aea9e34d956e74', 3600) > 29 Query SELECT > GET_LOCK('Apache-Session-16749711901078a349aea9e34d956e74', 3600) Those are user sessions. There's something _earlier_ that's causing your blocking problem. What was the last "real" query in the log? (Also, 3.8.7, should fix a bunch of issues related to performance. You'll also want to be current on RTIR). > > After that the site becomes un-responsive to all users, the only > solution is to restart mysql. > > All other lookups seem to work decently, only the "lookup an ip" stalls > the machine. > > I've seen posts for the GET_LOCK issue but without a solution ... Does > anyone has a clue where I should start looking? > > Thanks in advance, > > Koen > > > -- > Koen Van Impe - BELNET CERT > koen.vanimpe at belnet.be > PGP Key Id 0xED12AD79 > Contact: http://cert.belnet.be/ > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From falcone at bestpractical.com Mon Mar 29 16:30:22 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 29 Mar 2010 16:30:22 -0400 Subject: [rt-users] How do I edit RT System's saved searches? In-Reply-To: <519782dc1003291318y20e22663tb9c4731f5920c27c@mail.gmail.com> References: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> <20100329200636.GG16325@bestpractical.com> <519782dc1003291318y20e22663tb9c4731f5920c27c@mail.gmail.com> Message-ID: <20100329203022.GM96739@jibsheet.com> On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: > I think this was the case at one time but I don't think so know. To > clarify, I'm referring to the ones installed from /etc/initialdata. You can definitely edit searches when logged in as root and clicking on the Edit link on the homepage. They do not show up under "RT System's saved searches" in the query builder. -kevin > On Mon, Mar 29, 2010 at 4:06 PM, Jesse Vincent wrote: > > > > > > > > On Sun, Mar 28, 2010 at 05:10:40PM -0400, Todd Chapman wrote: > >> All, > >> > >> I remember being able to do it once but can't figure it out. I do have > >> SuperUser privs so that isn't the problem. > >> > > > > IIRC, I can do this when logged in as root. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From smithj4 at bnl.gov Mon Mar 29 16:30:47 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Mon, 29 Mar 2010 16:30:47 -0400 Subject: [rt-users] Sending html mails using web interface Message-ID: <1269894647.1486.95.camel@smith.racf.bnl.gov> One thing you may have to watch out for, that initially got me and went unnoticed for quite a while. At the bottom of the template you usually have something like this: {$Transaction->Content()} You will want to change to be: {$Transaction->Content(Type => 'text/html')} RT internally handles the conversions back and forth between text & html. I noticed that the html -> text conversion can be a little buggy sometimes, doing unusual things with line wrapping and spacing depending on what is on the end of a line (tags or whitespace). My guess is that HTML::FormatText is a little buggy when writing out plain text from the parsed html tree, but I haven't bothered digging into it. ~Jason On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote: > > All mail sends using templates. > > It sounds like your correspondence templates are not html > > Thanks for your reply. Can you help me to enable this ?? > Apply the documentation in docs/templates.pod to your Correspondence templates -kevin -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From todd at chaka.net Mon Mar 29 17:04:35 2010 From: todd at chaka.net (Todd Chapman) Date: Mon, 29 Mar 2010 17:04:35 -0400 Subject: [rt-users] How do I edit RT System's saved searches? In-Reply-To: <20100329203022.GM96739@jibsheet.com> References: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> <20100329200636.GG16325@bestpractical.com> <519782dc1003291318y20e22663tb9c4731f5920c27c@mail.gmail.com> <20100329203022.GM96739@jibsheet.com> Message-ID: <519782dc1003291404t7d0971ber4d319d93cd798cf2@mail.gmail.com> On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone wrote: > On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: >> I think this was the case at one time but I don't think so know. To >> clarify, I'm referring to the ones installed from /etc/initialdata. > > You can definitely edit searches when logged in as root and clicking > on the Edit link on the homepage. > > They do not show up under "RT System's saved searches" in the query > builder. > > -kevin > That let's you edit the format but not the query itself, nor the description. I'll just create new queries instead. From elton.fenner at al.rs.gov.br Mon Mar 29 17:15:44 2010 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Mon, 29 Mar 2010 18:15:44 -0300 Subject: [rt-users] RT Survey plugin In-Reply-To: <4B9A6964.1010605@umanitoba.ca> References: <4B99361B.5070908@kickflop.net> <4B99FE9B.902@jennic.com> <4B9A6964.1010605@umanitoba.ca> Message-ID: <4BB11880.1010908@al.rs.gov.br> Hi, I installed RT and I'm very happy with the result. I have about 2,500 tickets a month around 100 people working on 20 queues. Installed Active Directory authentication and many other plugins. Now I want to go further. I was googling to find a Survey plugin. I want to send a message to requestors and ask them to reply a survey. Is there someting like that in RT? Thanks. -- *Elton S. Fenner,* Analista de Rede, Assembl?ia Legislativa do RS. +55 51 3210-1249 -------------- next part -------------- An HTML attachment was scrubbed... URL: From blawson at samhouston.net Mon Mar 29 17:46:01 2010 From: blawson at samhouston.net (Brian Lawson) Date: Mon, 29 Mar 2010 16:46:01 -0500 Subject: [rt-users] Another Stupid Question Message-ID: Can you set up RT to log to multiple files? All the examples I've seen look like you can only set one type of log level to log to a file. -Brian This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Mar 29 18:00:55 2010 From: todd at chaka.net (Todd Chapman) Date: Mon, 29 Mar 2010 18:00:55 -0400 Subject: [rt-users] RT Survey plugin In-Reply-To: <4BB11880.1010908@al.rs.gov.br> References: <4B99361B.5070908@kickflop.net> <4B99FE9B.902@jennic.com> <4B9A6964.1010605@umanitoba.ca> <4BB11880.1010908@al.rs.gov.br> Message-ID: <519782dc1003291500g7cd42fb8qb347c722bdca9a2c@mail.gmail.com> You could just have the resolved template include a link to a survey monkey. http://www.surveymonkey.com/ On Mon, Mar 29, 2010 at 5:15 PM, Elton S. Fenner wrote: > Hi, > > I installed RT and I'm very happy with the result. > I have about 2,500 tickets a month around 100 people working on 20 queues. > Installed Active Directory authentication and many other plugins. > > Now I want to go further. I was googling to find a Survey plugin. > I want to send a message to requestors and ask them to reply a survey. > > Is there someting like that in RT? > > Thanks. > -- > > > Elton S. Fenner, > Analista de Rede, > Assembl?ia Legislativa do RS. > +55 51 3210-1249 > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Mon Mar 29 18:08:22 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 29 Mar 2010 18:08:22 -0400 Subject: [rt-users] How do I edit RT System's saved searches? In-Reply-To: <519782dc1003291404t7d0971ber4d319d93cd798cf2@mail.gmail.com> References: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> <20100329200636.GG16325@bestpractical.com> <519782dc1003291318y20e22663tb9c4731f5920c27c@mail.gmail.com> <20100329203022.GM96739@jibsheet.com> <519782dc1003291404t7d0971ber4d319d93cd798cf2@mail.gmail.com> Message-ID: <20100329220822.GN96739@jibsheet.com> On Mon, Mar 29, 2010 at 05:04:35PM -0400, Todd Chapman wrote: > On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone > wrote: > > On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: > >> I think this was the case at one time but I don't think so know. To > >> clarify, I'm referring to the ones installed from /etc/initialdata. > > > > You can definitely edit searches when logged in as root and clicking > > on the Edit link on the homepage. > > > > They do not show up under "RT System's saved searches" in the query > > builder. > > That let's you edit the format but not the query itself, nor the > description. I'll just create new queries instead. You missed "You can also edit the predefined search itself: Search - Unowned Tickets" -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Mar 29 18:08:58 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 29 Mar 2010 18:08:58 -0400 Subject: [rt-users] Another Stupid Question In-Reply-To: References: Message-ID: <20100329220858.GO96739@jibsheet.com> On Mon, Mar 29, 2010 at 04:46:01PM -0500, Brian Lawson wrote: > Can you set up RT to log to multiple files? All the examples I've seen look like you can only > set one type of log level to log to a file. Just log to syslog or screen and have syslog/apache do filtering -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jblaine at kickflop.net Mon Mar 29 18:50:27 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 29 Mar 2010 18:50:27 -0400 Subject: [rt-users] Howto: Pseudo read-only custom fields Message-ID: <4BB12EB3.3030403@kickflop.net> Just sharing. This is how I disabled editing of certain custom fields via the web UI. Part 1: Make the word READONLY appear in your custom field's description. Part 2: Edit share/html/Tickets/Elements/EditCustomFields (or whatever proper 'local' file :)) to look like this for the "table row" block. ...stuff here... % } <% loc($CustomField->Name) %>
Type: <% $CustomField->FriendlyType %> % if ($CustomField->Description =~ /READONLY/) { READ-ONLY FIELD % } else { % my $default = $m->notes('Field-' . $CustomField->Id); % $default ||= $ARGS{"CustomField-". $CustomField->Id }; <& /Elements/EditCustomField, %ARGS, Object => $TicketObj, CustomField => $CustomField, NamePrefix => $NamePrefix, Default => $default, &> % if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) {
<% $msg %> % } % } % unless ( $i % 2 ) { ...stuff here... From jesse at bestpractical.com Mon Mar 29 19:04:04 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Mar 2010 19:04:04 -0400 Subject: [rt-users] Howto: Pseudo read-only custom fields In-Reply-To: <4BB12EB3.3030403@kickflop.net> References: <4BB12EB3.3030403@kickflop.net> Message-ID: <20100329230404.GV16325@bestpractical.com> On Mon, Mar 29, 2010 at 06:50:27PM -0400, Jeff Blaine wrote: > Just sharing. This is how I disabled editing of certain custom > fields via the web UI. > > Part 1: Make the word READONLY appear in your custom field's > description. > > Part 2: Edit share/html/Tickets/Elements/EditCustomFields > (or whatever proper 'local' file :)) to look like this > for the "table row" block. Why just not grant the users in question the "Modify Custom Fields" right? From todd at chaka.net Mon Mar 29 19:16:33 2010 From: todd at chaka.net (Todd Chapman) Date: Mon, 29 Mar 2010 19:16:33 -0400 Subject: [rt-users] How do I edit RT System's saved searches? In-Reply-To: <20100329220822.GN96739@jibsheet.com> References: <519782dc1003281410l3ce7bfb0x7542bb23eba51e38@mail.gmail.com> <20100329200636.GG16325@bestpractical.com> <519782dc1003291318y20e22663tb9c4731f5920c27c@mail.gmail.com> <20100329203022.GM96739@jibsheet.com> <519782dc1003291404t7d0971ber4d319d93cd798cf2@mail.gmail.com> <20100329220822.GN96739@jibsheet.com> Message-ID: <519782dc1003291616l51f13b44y28df8291c0b17c62@mail.gmail.com> On Mon, Mar 29, 2010 at 6:08 PM, Kevin Falcone wrote: > On Mon, Mar 29, 2010 at 05:04:35PM -0400, Todd Chapman wrote: >> On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone >> wrote: >> > On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: >> >> I think this was the case at one time but I don't think so know. To >> >> clarify, I'm referring to the ones installed from /etc/initialdata. >> > >> > You can definitely edit searches when logged in as root and clicking >> > on the Edit link on the homepage. >> > >> > They do not show up under "RT System's saved searches" in the query >> > builder. >> >> That let's you edit the format but not the query itself, nor the >> description. I'll just create new queries instead. > > You missed > "You can also edit the predefined search itself: Search - Unowned Tickets" > Thanks Kevin! I wonder why it doesn't just take you there in the first place... From jblaine at kickflop.net Mon Mar 29 19:53:20 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 29 Mar 2010 19:53:20 -0400 Subject: [rt-users] Howto: Pseudo read-only custom fields In-Reply-To: <20100329230404.GV16325@bestpractical.com> References: <4BB12EB3.3030403@kickflop.net> <20100329230404.GV16325@bestpractical.com> Message-ID: <4BB13D70.1010706@kickflop.net> On 3/29/2010 7:04 PM, Jesse Vincent wrote: > On Mon, Mar 29, 2010 at 06:50:27PM -0400, Jeff Blaine wrote: >> Just sharing. This is how I disabled editing of certain custom >> fields via the web UI. >> >> Part 1: Make the word READONLY appear in your custom field's >> description. >> >> Part 2: Edit share/html/Tickets/Elements/EditCustomFields >> (or whatever proper 'local' file :)) to look like this >> for the "table row" block. > > Why just not grant the users in question the "Modify Custom Fields" right? Sadly, I knew about that, and had tested it to work just hours before posting this. In those few hours I ended up in share/html/Tickets/Elements/EditCustomFields to add the display of $CustomField->Description information for the viewer. I got sidetracked in that file and implemented something I had already found a solution to. More sadly, I posted it publicly :) From praveen.velu at hotmail.com Tue Mar 30 02:24:18 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Tue, 30 Mar 2010 11:54:18 +0530 Subject: [rt-users] Sending html mails using web interface In-Reply-To: <1269894647.1486.95.camel@smith.racf.bnl.gov> References: <1269894647.1486.95.camel@smith.racf.bnl.gov> Message-ID: Thanks Jason I done the same in Correspondence teplates. But I am getting mails like this :( bvcbvcbvc
 Mails body contains html tags but Content Type still remains text/plain -Praveen- > From: smithj4 at bnl.gov > To: rt-users at lists.bestpractical.com > Date: Mon, 29 Mar 2010 16:30:47 -0400 > Subject: Re: [rt-users] Sending html mails using web interface > > One thing you may have to watch out for, that initially got me and went > unnoticed for quite a while. At the bottom of the template you usually > have something like this: > > {$Transaction->Content()} > > You will want to change to be: > > {$Transaction->Content(Type => 'text/html')} > > RT internally handles the conversions back and forth between text & > html. > > > I noticed that the html -> text conversion can be a little buggy > sometimes, doing unusual things with line wrapping and spacing depending > on what is on the end of a line (tags or whitespace). My guess is that > HTML::FormatText is a little buggy when writing out plain text from the > parsed html tree, but I haven't bothered digging into it. > > ~Jason > > > On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote: > > > All mail sends using templates. > > > It sounds like your correspondence templates are not html > > > > Thanks for your reply. Can you help me to enable this ?? > > > > Apply the documentation in docs/templates.pod to your Correspondence > templates > > -kevin > > > -- > /------------------------------------------------------------------\ > | Jason A. Smith Email: smithj4 at bnl.gov | > | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | > | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | > | Upton, NY 11973-5000, U.S.A. | > \------------------------------------------------------------------/ > _________________________________________________________________ Fight for the top Test spot http://sports.in.msn.com/cricket/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From praveen.velu at hotmail.com Tue Mar 30 02:59:51 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Tue, 30 Mar 2010 12:29:51 +0530 Subject: [rt-users] Sending html mails using web interface In-Reply-To: <1269894647.1486.95.camel@smith.racf.bnl.gov> References: <1269894647.1486.95.camel@smith.racf.bnl.gov> Message-ID: Hi Jason/Kevin Finally I got fixed . changed Correspondence template like this Content-Type: text/html RT-Attach-Message: yes {$Transaction->Content()} Thanks , your help is really appreciable -Praveen- > From: smithj4 at bnl.gov > To: rt-users at lists.bestpractical.com > Date: Mon, 29 Mar 2010 16:30:47 -0400 > Subject: Re: [rt-users] Sending html mails using web interface > > One thing you may have to watch out for, that initially got me and went > unnoticed for quite a while. At the bottom of the template you usually > have something like this: > > {$Transaction->Content()} > > You will want to change to be: > > {$Transaction->Content(Type => 'text/html')} > > RT internally handles the conversions back and forth between text & > html. > > > I noticed that the html -> text conversion can be a little buggy > sometimes, doing unusual things with line wrapping and spacing depending > on what is on the end of a line (tags or whitespace). My guess is that > HTML::FormatText is a little buggy when writing out plain text from the > parsed html tree, but I haven't bothered digging into it. > > ~Jason > > > On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote: > > > All mail sends using templates. > > > It sounds like your correspondence templates are not html > > > > Thanks for your reply. Can you help me to enable this ?? > > > > Apply the documentation in docs/templates.pod to your Correspondence > templates > > -kevin > > > -- > /------------------------------------------------------------------\ > | Jason A. Smith Email: smithj4 at bnl.gov | > | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | > | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | > | Upton, NY 11973-5000, U.S.A. | > \------------------------------------------------------------------/ > _________________________________________________________________ What does Budget 2010 mean for you? Catch all the latest news, updates and analysis on MSN Budget Special http://news.in.msn.com/moneyspecial/budget2010 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tariq.doukkali at autoform.de Tue Mar 30 04:22:30 2010 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Tue, 30 Mar 2010 10:22:30 +0200 Subject: [rt-users] security issue In-Reply-To: References: <192B76E92530564BAAB9DD78BAE565B741660D47F8@chexchange.autoform.com> Message-ID: <192B76E92530564BAAB9DD78BAE565B741660D4A08@chexchange.autoform.com> Hi Torsten, Many thanks for your help. It is working fine now !!! Vielen Dank !!! Best regards, Tariq -----Urspr?ngliche Nachricht----- Von: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Gesendet: Montag, 29. M?rz 2010 15:50 An: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] security issue Oh, just read: You granted (globally?) unpriviledged users the right to see a ticket? Thats heavy.... depending on your need i would suggest to grant ShowTicket only to Requestor (on Queue Base) Is it really needed that all users from Company 1 can see tickets created from someone of Company 1 ? Torsten 2010/3/29 Tariq Doukkali : > Hi all, > > > > if an unprivileged user click? a link to open a ticket, the link below will > be shown on browser as URL-address: > > > > https://company.com/SelfService/Display.html?id=493 > > > > but if the user try to copy and past this url-adress in an other browser-tab > and changes id to 490 as shown below, > > > > https://company.com/SelfService/Display.html?id=490 > > > > the user is also able to show this ticket too. > > > > The problem is that we have a different unprivileged user (company 1, > company 2). Unprivileged users of company 1 should only be able to schow > their own ticket (not tickets of unprivileged user of company 2), but on RT > system we can change permissions for the group unprvivileged users, which > (in our case) includes all user of all companies. > > > > How can I solve the problem ??? > > > > Many thanks in advance !!! > > > > Tamodew > > > > 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.brumm.me http://www.elektrofeld.de From blawson at samhouston.net Tue Mar 30 08:08:54 2010 From: blawson at samhouston.net (Brian Lawson) Date: Tue, 30 Mar 2010 07:08:54 -0500 Subject: [rt-users] Another Stupid Question Message-ID: So I can have multiple lines like: Set($LogToSyslog, 'debug'); Set($LogToSyslog, 'error'); Set($LogToSyslog, 'info'); I would think that this would set the $LogToSyslog variable to the last value, or am I missing something? Again... Thanks! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, March 29, 2010 5:09 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Another Stupid Question On Mon, Mar 29, 2010 at 04:46:01PM -0500, Brian Lawson wrote: > Can you set up RT to log to multiple files? All the examples I've seen look like you can only > set one type of log level to log to a file. Just log to syslog or screen and have syslog/apache do filtering -kevin This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From falcone at bestpractical.com Tue Mar 30 08:58:32 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Mar 2010 08:58:32 -0400 Subject: [rt-users] Another Stupid Question In-Reply-To: References: Message-ID: <20100330125832.GP96739@jibsheet.com> On Tue, Mar 30, 2010 at 07:08:54AM -0500, Brian Lawson wrote: > So I can have multiple lines like: > > Set($LogToSyslog, 'debug'); > Set($LogToSyslog, 'error'); > Set($LogToSyslog, 'info'); > > I would think that this would set the $LogToSyslog variable to the last > value, or am I missing something? Again... No, last one wins. Why don't you explain what you want to accomplish, or just log to syslog and use your syslog config to filter to multiple files. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Monday, March 29, 2010 5:09 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Another Stupid Question > > On Mon, Mar 29, 2010 at 04:46:01PM -0500, Brian Lawson wrote: > > Can you set up RT to log to multiple files? All the examples I've > seen look like you can only > > set one type of log level to log to a file. > > Just log to syslog or screen and have syslog/apache do filtering > > -kevin > > This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. > > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From blawson at samhouston.net Tue Mar 30 10:51:35 2010 From: blawson at samhouston.net (Brian Lawson) Date: Tue, 30 Mar 2010 09:51:35 -0500 Subject: [rt-users] Another Stupid Question Message-ID: I'm not versed on the syslog filtering options. I would like to see multiple types of logs, but hopefully have them in their own individual files so I don't have to parse through a single file. But even if I wanted them all to log to a single file (eg. the syslog), the last one wins, so how can I get the debug, error, and info logs to all log to the syslog? -Brian (As confused as a blonde alphabetizing M&M's) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, March 30, 2010 7:59 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Another Stupid Question On Tue, Mar 30, 2010 at 07:08:54AM -0500, Brian Lawson wrote: > So I can have multiple lines like: > > Set($LogToSyslog, 'debug'); > Set($LogToSyslog, 'error'); > Set($LogToSyslog, 'info'); > > I would think that this would set the $LogToSyslog variable to the last > value, or am I missing something? Again... No, last one wins. Why don't you explain what you want to accomplish, or just log to syslog and use your syslog config to filter to multiple files. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Monday, March 29, 2010 5:09 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Another Stupid Question > > On Mon, Mar 29, 2010 at 04:46:01PM -0500, Brian Lawson wrote: > > Can you set up RT to log to multiple files? All the examples I've > seen look like you can only > > set one type of log level to log to a file. > > Just log to syslog or screen and have syslog/apache do filtering > > -kevin > > This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From falcone at bestpractical.com Tue Mar 30 11:02:49 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Mar 2010 11:02:49 -0400 Subject: [rt-users] Another Stupid Question In-Reply-To: References: Message-ID: <20100330150248.GQ96739@jibsheet.com> On Tue, Mar 30, 2010 at 09:51:35AM -0500, Brian Lawson wrote: > I'm not versed on the syslog filtering options. I would like to see > multiple types of logs, but hopefully have them in their own individual > files so I don't have to parse through a single file. But even if I > wanted them all to log to a single file (eg. the syslog), the last one > wins, so how can I get the debug, error, and info logs to all log to the > syslog? You do realize that when you say 'debug' you get EVERYTHING logged up to the debug level, right? When you say info, you get everything up to the info level. If you want to split info/warn/notice/debug into separate files, you're going to have to do that somewhere other than RT. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Tuesday, March 30, 2010 7:59 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Another Stupid Question > > On Tue, Mar 30, 2010 at 07:08:54AM -0500, Brian Lawson wrote: > > So I can have multiple lines like: > > > > Set($LogToSyslog, 'debug'); > > Set($LogToSyslog, 'error'); > > Set($LogToSyslog, 'info'); > > > > I would think that this would set the $LogToSyslog variable to the > last > > value, or am I missing something? Again... > > No, last one wins. > > Why don't you explain what you want to accomplish, or just log to > syslog and use your syslog config to filter to multiple files. > > -kevin > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Monday, March 29, 2010 5:09 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Another Stupid Question > > > > On Mon, Mar 29, 2010 at 04:46:01PM -0500, Brian Lawson wrote: > > > Can you set up RT to log to multiple files? All the examples > I've > > seen look like you can only > > > set one type of log level to log to a file. > > > > Just log to syslog or screen and have syslog/apache do filtering > > > > -kevin > > > > This communication, together with any attachments hereto or links > contained herein, is for the sole use of the intended recipient(s) and > may contain information that is confidential or legally protected. If > you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this > communication is STRICTLY PROHIBITED. If you have received this > communication in error, please notify the sender immediately by return > e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from > your system. > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. > > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From michael_ellis at umanitoba.ca Tue Mar 30 11:07:21 2010 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Tue, 30 Mar 2010 10:07:21 -0500 Subject: [rt-users] Cost sharing contracting BPS to add a function to link to AT assets from ticket creation UI. Message-ID: <4BB213A9.2070609@umanitoba.ca> I've got a quote from BPS on adding functionality to RT such that from the ticket creation UI one could link to the requestor's Asset Tracker assets. I'm wondering if there are other Asset Tracker users out there that could use this functionality and would be interested in cost sharing? Mike Ellis University of Manitoba Libraries From javoskam at uwaterloo.ca Tue Mar 30 11:25:27 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Tue, 30 Mar 2010 11:25:27 -0400 Subject: [rt-users] Another Stupid Question In-Reply-To: References: Message-ID: <4BB217E7.90704@uwaterloo.ca> On 03/30/2010 10:51 AM, Brian Lawson wrote: > I'm not versed on the syslog filtering options. I would like to see > multiple types of logs, but hopefully have them in their own individual > files so I don't have to parse through a single file. But even if I > wanted them all to log to a single file (eg. the syslog), the last one > wins, so how can I get the debug, error, and info logs to all log to the > syslog? > > -Brian > (As confused as a blonde alphabetizing M&M's) > > Syslog files from that point and up. You can then filter in the syslog config file. Jeff From blawson at samhouston.net Tue Mar 30 11:39:15 2010 From: blawson at samhouston.net (Brian Lawson) Date: Tue, 30 Mar 2010 10:39:15 -0500 Subject: [rt-users] Another Stupid Question Message-ID: Honestly, I'm new to linux and RT. I've worked with Unix in the past, but not from an admin standpoint. This has been dropped in my lap and I'm trying to understand how it works. I like it so far, but the documentation seems to assume you know administrative information, which is not my forte. I apologize for my lack of knowledge, but like I said, I'm trying and I appreciate all the help that has been give to me. I will look into the syslog mechanism more to figure out the level hierarchy. -Brian -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, March 30, 2010 10:03 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Another Stupid Question On Tue, Mar 30, 2010 at 09:51:35AM -0500, Brian Lawson wrote: > I'm not versed on the syslog filtering options. I would like to see > multiple types of logs, but hopefully have them in their own individual > files so I don't have to parse through a single file. But even if I > wanted them all to log to a single file (eg. the syslog), the last one > wins, so how can I get the debug, error, and info logs to all log to the > syslog? You do realize that when you say 'debug' you get EVERYTHING logged up to the debug level, right? When you say info, you get everything up to the info level. If you want to split info/warn/notice/debug into separate files, you're going to have to do that somewhere other than RT. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Tuesday, March 30, 2010 7:59 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Another Stupid Question > > On Tue, Mar 30, 2010 at 07:08:54AM -0500, Brian Lawson wrote: > > So I can have multiple lines like: > > > > Set($LogToSyslog, 'debug'); > > Set($LogToSyslog, 'error'); > > Set($LogToSyslog, 'info'); > > > > I would think that this would set the $LogToSyslog variable to the > last > > value, or am I missing something? Again... > > No, last one wins. > > Why don't you explain what you want to accomplish, or just log to > syslog and use your syslog config to filter to multiple files. > > -kevin > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Monday, March 29, 2010 5:09 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Another Stupid Question > > > > On Mon, Mar 29, 2010 at 04:46:01PM -0500, Brian Lawson wrote: > > > Can you set up RT to log to multiple files? All the examples > I've > > seen look like you can only > > > set one type of log level to log to a file. > > > > Just log to syslog or screen and have syslog/apache do filtering > > > > -kevin > > > > This communication, together with any attachments hereto or links > contained herein, is for the sole use of the intended recipient(s) and > may contain information that is confidential or legally protected. If > you are not the intended recipient, you are hereby notified that any > review, disclosure, copying, dissemination, distribution or use of this > communication is STRICTLY PROHIBITED. If you have received this > communication in error, please notify the sender immediately by return > e-mail message and delete the original and all copies of the > communication, along with any attachments hereto or links herein, from > your system. > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From jblaine at kickflop.net Tue Mar 30 11:42:07 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 30 Mar 2010 11:42:07 -0400 Subject: [rt-users] Let's solve a long-standing bug? In-Reply-To: <20100330130411.GE31827@bestpractical.com> References: <4BB12EB3.3030403@kickflop.net> <20100329230404.GV16325@bestpractical.com> <4BB13D70.1010706@kickflop.net> <20100329235558.GW16325@bestpractical.com> <4BB14259.2060105@kickflop.net> <20100330130411.GE31827@bestpractical.com> Message-ID: <4BB21BCF.30108@kickflop.net> I've taken this as far as I can. I'm challenging someone with more RT development experience to find the bug :) I've been told "That's the way it's always been" and that a patch was welcome. PROBLEM: When modifying 'Basics' (or even specifically 'Custom Fields') in the web UI, one is presented with a form rightfully only showing the fields one has perms to *modify*. When one *submits* that form *with changes*, the resulting page shows all fields, editable, regardless of the user's permission to modify. DEBUGGING: In Ticket/Elements/EditCustomFields, if you change: % while ( my $CustomField = $CustomFields->Next ) { % next unless $CustomField->CurrentUserHasRight('ModifyCustomField'); to this: % while ( my $CF = $CustomFields->Next ) { % if (! $CF->CurrentUserHasRight('ModifyCustomField')) { % $RT::Logger->error($session{'CurrentUser'}->Name . " NO Modify rights for " . $CF->Name); % next; % } else { % $RT::Logger->error($session{'CurrentUser'}->Name . " YES Modify rights for " . $CF->Name); % } a) The appropriate debug lines are logged when one is viewing an "initial" Modify.html. There is, in my case, the appro- priate single custom field noted as modifiable. b) As a 'result' page, debug lines are logged indicating EVERY field is modifiable c) All debug lines in a + b indicate the correct current user > On Mon 29.Mar'10 at 20:14:17 -0400, Jeff Blaine wrote: >> Although... I just noticed something kooky when playing with >> this. I don't know if the list accepts images, so I'll send >> to you this once. >> >> rt-prob1.jpg shows me editing a ticket as a user who has >> no privs to modify AffectedEmployeeDetails (which does not >> even show up, as expected). >> >> Cool. That's perfect. >> >> However, if I add new info to AffectedEmployeeNumbers, which >> I *do* have modify privs for, the resulting screen (rt-prob2.jpg) >> gives me a seemingly-writeable text entry box for >> AffectedEmployeeDetails instead of hiding it from me as above. >> >> Sure, trying to change AffectedEmployeeDetails gives me a >> permission denied when I try to save, but... why hide it once >> and not always? >> >> On 3/29/2010 7:56 PM, Jesse Vincent wrote: >>> >>>> Sadly, I knew about that, and had tested it to work just hours >>>> before posting this. In those few hours I ended up in >>>> share/html/Tickets/Elements/EditCustomFields to add the >>>> display of $CustomField->Description information for the >>>> viewer. I got sidetracked in that file and implemented >>>> something I had already found a solution to. >>>> >>>> More sadly, I posted it publicly :) >>> >>> *laugh* It happens to the best of us. > > > > From rob.macgregor at gmail.com Tue Mar 30 11:43:04 2010 From: rob.macgregor at gmail.com (Rob MacGregor) Date: Tue, 30 Mar 2010 16:43:04 +0100 Subject: [rt-users] Another Stupid Question In-Reply-To: References: Message-ID: <43ea8d071003300843o6907608bwa1939b4d26c63f64@mail.gmail.com> On Tue, Mar 30, 2010 at 16:39, Brian Lawson wrote: > Honestly, I'm new to linux and RT. ?I've worked with Unix in the past, > but not from an admin standpoint. ?This has been dropped in my lap and > I'm trying to understand how it works. ?I like it so far, but the > documentation seems to assume you know administrative information, which > is not my forte. > > I apologize for my lack of knowledge, but like I said, I'm trying and I > appreciate all the help that has been give to me. ?I will look into the > syslog mechanism more to figure out the level hierarchy. Check too whether the host is running syslog, or syslog-ng. The latter is much more powerful and flexible than the basic syslog and will give you more options for managing your logging. However if it isn't installed I'd recommend you don't pick this point to do so ;) -- Please keep list traffic on the list. Rob MacGregor Whoever fights monsters should see to it that in the process he doesn't become a monster. Friedrich Nietzsche From m.seaman at infracaninophile.co.uk Tue Mar 30 11:10:23 2010 From: m.seaman at infracaninophile.co.uk (Matthew Seaman) Date: Tue, 30 Mar 2010 16:10:23 +0100 Subject: [rt-users] Another Stupid Question In-Reply-To: References: Message-ID: <4BB2145F.4030501@infracaninophile.co.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 30/03/2010 15:51:35, Brian Lawson wrote: > I'm not versed on the syslog filtering options. I would like to see > multiple types of logs, but hopefully have them in their own individual > files so I don't have to parse through a single file. But even if I > wanted them all to log to a single file (eg. the syslog), the last one > wins, so how can I get the debug, error, and info logs to all log to the > syslog? You are confused. First of all, the values 'debug', 'error', 'info' are levels: what you get in the log is everything of the named level or above. So, if you choose 'debug' (the lowest level) you'll automatically get all of the 'error' and 'info' stuff as well. Conversely, if you choose 'error' (the highest of the levels listed), you'll *not* get the lower level 'debug' or 'info' messages. You should also look at /etc/syslog.conf which controls where the system writes the logged data to. Typically you should find everything goes to at least one log file -- /var/log/all.log or /var/log/message or various other possibilities depending on OS and distro. You can use syslog.conf to filter messages by log level or various other criteria. You can even arrange for data to be logged to a separate server on your network. Cheers, Matthew - -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW -----BEGIN PGP SIGNATURE----- Version: GnuPG/MacGPG2 v2.0.14 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAkuyFF8ACgkQ8Mjk52CukIxhywCeLb/JaawURfjNSu3KLOr8gk5D 8NwAoI/rXamf9ufCXDS4ZRS4m0IoumfD =QGwW -----END PGP SIGNATURE----- From blawson at samhouston.net Tue Mar 30 12:30:23 2010 From: blawson at samhouston.net (Brian Lawson) Date: Tue, 30 Mar 2010 11:30:23 -0500 Subject: [rt-users] Another Stupid Question Message-ID: Thanks to the clarification. I did look in the syslog.conf file and found the files to look at. I was understanding that 'debug', 'error', 'info', etc. were types of log messages, not levels, and when I found out they were levels, I didn't know what the hierarchy was. Thanks again! Rob, I will try out syslog-ng. Thanks for the help -Brian -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matthew Seaman Sent: Tuesday, March 30, 2010 10:10 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Another Stupid Question -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 30/03/2010 15:51:35, Brian Lawson wrote: > I'm not versed on the syslog filtering options. I would like to see > multiple types of logs, but hopefully have them in their own individual > files so I don't have to parse through a single file. But even if I > wanted them all to log to a single file (eg. the syslog), the last one > wins, so how can I get the debug, error, and info logs to all log to the > syslog? You are confused. First of all, the values 'debug', 'error', 'info' are levels: what you get in the log is everything of the named level or above. So, if you choose 'debug' (the lowest level) you'll automatically get all of the 'error' and 'info' stuff as well. Conversely, if you choose 'error' (the highest of the levels listed), you'll *not* get the lower level 'debug' or 'info' messages. You should also look at /etc/syslog.conf which controls where the system writes the logged data to. Typically you should find everything goes to at least one log file -- /var/log/all.log or /var/log/message or various other possibilities depending on OS and distro. You can use syslog.conf to filter messages by log level or various other criteria. You can even arrange for data to be logged to a separate server on your network. Cheers, Matthew - -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW -----BEGIN PGP SIGNATURE----- Version: GnuPG/MacGPG2 v2.0.14 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAkuyFF8ACgkQ8Mjk52CukIxhywCeLb/JaawURfjNSu3KLOr8gk5D 8NwAoI/rXamf9ufCXDS4ZRS4m0IoumfD =QGwW -----END PGP SIGNATURE----- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. From dominic.hargreaves at oucs.ox.ac.uk Tue Mar 30 12:05:46 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 30 Mar 2010 17:05:46 +0100 Subject: [rt-users] Bounce loops when bounces include subject tag Message-ID: <20100330160545.GG3935@gunboat-diplomat.oucs.ox.ac.uk> Hi, Our setup is such that mail gets sent out with an envelope from of the address of our bounces queue (which is a completely non-response queue that lets us process bounces sanely). Recently, we encountered a situation where a bounce was received which include the ticket subject (I think in nearly all cases, bounces don't include the original message subject). Unfortunately, this caused a mail loop since rather than going into the bounces queue as a new ticket, the bounce was appended to the original ticket, and got sent out as correspondence, which resulted in a new ticket... I think the correct fix for this is to change the behaviour when the ticket specified in the header does not match the queue specified with --queue. It may be that this has to be configurable on a per-queue basis, as it might have other undesirable side effects if tickets are moved between queues between sets of correspondence. Does this seem reasonable? Has anyone else who is feeding bounces back into RT experienced this problem? I'm somewhat surprised we've only just seen it, to be honest, and only once. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From jesper at catnet.dk Wed Mar 31 04:23:33 2010 From: jesper at catnet.dk (Jesper Henriksen) Date: Wed, 31 Mar 2010 10:23:33 +0200 Subject: [rt-users] Reports based on duration between open and update/closed In-Reply-To: <885d981e1003240958o422acb49w8718e8dc86240ea3@mail.gmail.com> References: <885d981e1003240958o422acb49w8718e8dc86240ea3@mail.gmail.com> Message-ID: <20100331082333.GA27554@leopard.catnet.dk> On Wed, Mar 24, 2010 at 09:58:37AM -0700, Allen wrote: > > Is there a way to get reports on how much time a ticket has been open? > > I know this is not the sanctioned way to do things because it is not > using RT APIs, but it works for now: > [..lots of SQL..] Thanks. But we were hoping that RT itself could show the report. I'm surprised that doesn't seem to be implemented. -- Jesper Henriksen From jesper at catnet.dk Wed Mar 31 04:30:49 2010 From: jesper at catnet.dk (Jesper Henriksen) Date: Wed, 31 Mar 2010 10:30:49 +0200 Subject: [rt-users] Reports based on duration between open and update/closed In-Reply-To: <4BACA422.10507@netcologne.de> References: <20100324134336.GA20435@tiger.catnet.dk> <4BACA422.10507@netcologne.de> Message-ID: <20100331083049.GB27554@leopard.catnet.dk> On Fri, Mar 26, 2010 at 01:10:10PM +0100, Christian Loos wrote: > Am 24.03.2010 14:43, schrieb Jesper Henriksen: > > Hey all, > > > > Is there a way to get reports on how much time a ticket has been > > open? [..] Bear in mind that if the ticket is closed and then > > re-opened, the duration in which it was closed should not be > > counted. > > you can do this with an callback under > local/html/Callbacks/MyCallback/Elements/RT__Ticket/ColumnMap/Once > where you extend the ticket column_map. > Attached is the callback I use, where I compare created to resolved in days. > You can then add the new field 'DaysCreatedToResolved' to the ticket > search result. > $COLUMN_MAP->{DaysCreatedToResolved} = { > title => 'DaysCreatedToResolved', > value => sub { > my $Created = $_[0]->CreatedObj->SetToMidnight; > my $Resolved = $_[0]->ResolvedObj->SetToMidnight; > return '' unless ( $Resolved > 0 ); > return '< 1' if ( $Resolved == $Created ); > return ($Resolved-$Created)/60/60/24; > } > } Thanks. Now, perl isn't my strong point. But if I read that snip of code correctly, it doesn't take into account that the ticket may have been closed for a while and then re-opened. The duration in which the ticket was closed should not be counted in. -- Jesper Henriksen From jnaneshwar.bantanur at kavach.net Wed Mar 31 04:50:29 2010 From: jnaneshwar.bantanur at kavach.net (Jnaneshwar Bantanur) Date: Wed, 31 Mar 2010 14:20:29 +0530 Subject: [rt-users] Installation Error Message-ID: <4BB30CD5.2000006@kavach.net> Hi All, While Installing, I got the below error. SOME DEPENDENCIES WERE MISSING. ICAL missing dependencies: Data::ICal ...MISSING STANDALONE missing dependencies: HTTP::Server::Simple::Mason >= 0.09 ...MISSING Net::Server ...MISSING MASON missing dependencies: HTML::Mason >= 1.36 ...MISSING Apache::Session >= 1.53 ...MISSING Text::WikiFormat >= 0.76 ...MISSING XML::RSS >= 1.05 ...MISSING make: *** [testdeps] Error 1 Please do help me on the same. Thanks and regards, Jnaneshwar Bantanur -------------- next part -------------- A non-text attachment was scrubbed... Name: jnaneshwar_bantanur.vcf Type: text/x-vcard Size: 411 bytes Desc: not available URL: From jnaneshwar.bantanur at kavach.net Wed Mar 31 05:20:48 2010 From: jnaneshwar.bantanur at kavach.net (Jnaneshwar Bantanur) Date: Wed, 31 Mar 2010 14:50:48 +0530 Subject: [rt-users] Installation Error In-Reply-To: <4BB311C4.5090905@mococo.nl> References: <4BB30CD5.2000006@kavach.net> <4BB311C4.5090905@mococo.nl> Message-ID: <4BB313F0.6080903@kavach.net> Hi Joop, Even After running make fixdeps I am still getting the same error. Rgds, Jnani Joop wrote: > Jnaneshwar Bantanur wrote: >> Hi All, >> >> While Installing, I got the below error. >> >> SOME DEPENDENCIES WERE MISSING. >> make: *** [testdeps] Error 1 > run the following: > make fixdeps > > Regards, > > Joop > -------------- next part -------------- A non-text attachment was scrubbed... Name: jnaneshwar_bantanur.vcf Type: text/x-vcard Size: 411 bytes Desc: not available URL: From JoopvandeWege at mococo.nl Wed Mar 31 05:11:32 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 31 Mar 2010 11:11:32 +0200 Subject: [rt-users] Installation Error In-Reply-To: <4BB30CD5.2000006@kavach.net> References: <4BB30CD5.2000006@kavach.net> Message-ID: <4BB311C4.5090905@mococo.nl> Jnaneshwar Bantanur wrote: > Hi All, > > While Installing, I got the below error. > > SOME DEPENDENCIES WERE MISSING. > make: *** [testdeps] Error 1 run the following: make fixdeps Regards, Joop From Richard at widexs.nl Wed Mar 31 05:06:19 2010 From: Richard at widexs.nl (Richard Pijnenburg) Date: Wed, 31 Mar 2010 11:06:19 +0200 Subject: [rt-users] Customfield question Message-ID: <87458E9581E41E4F8FFD60620074085604B57BDB@mail01.widexs.local> Dear List, I've got a maybe strange question for the custom fields. I have 1 custom field with the user details of our customer with his Customer Number. Now I would like to populate a custom field dropdown menu with data from an external source. This external source needs that Customer number to get his products. This way the customer can select his product where he has a question about. Is this even remotely possible? Met vriendelijke groet / With kind regards, Richard Pijnenburg Changes and Incident Coordinator WideXS http://www.widexs.nl Tel +31 (0)20 7570780 Fax +31 (0)20 6116302 Zekeringstraat 43, 1014 BV Amsterdam, NL -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Mar 31 08:23:50 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 31 Mar 2010 14:23:50 +0200 Subject: [rt-users] Asset Tracker with RT 3.8.1 - easily linking aticket to an asset? In-Reply-To: References: <42B4155F-8EFA-499E-AF8F-1C88E8B47EF7@chaka.net> <519782dc0901260651l1aab5b7ctbe895861b60c5f58@mail.gmail.com> Message-ID: Hi Guys, any news on this? Think many would like to use it. Torsten 2009/1/26 Shane Painter > Gents, > > > > My name is Shane Painter. I am the IT Director at RW3 Technologies in > Austin TX. Our company contracted with Ruslan/Best Practical to code this > exact patch for us. Attached you will find some screenshots. I am prepared > to release this to the community in exchange for Kharma points =-). > > > > Ruslan, please let me know if this is a problem ? I haven?t examined the > licensing, but am assuming GPL or compatible? > > > > Cheers, > > -Shane > > > > Shane Painter > > Director, Information Technology > > Office 512.380.4151 / Mobile 512.294.5890 > > [image: rw3email] > > > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Todd Chapman > *Sent:* Monday, January 26, 2009 8:52 AM > *To:* Torsten Brumm; ruz at bestpractical.com > *Cc:* ; St?phane (DSSMAS) > *Subject:* Re: [rt-users] Asset Tracker with RT 3.8.1 - easily linking > aticket to an asset? > > > > Ruslan, > > Weren't you working on that? Any progress? > > -Todd > > On Sat, Jan 24, 2009 at 5:37 AM, Torsten Brumm < > torsten.brumm at googlemail.com> wrote: > > Hi Todd, > do you have already any news on this? > > Torsten > > 2009/1/3 Todd Chapman > > > > Ruslan is working on such a feature now... > > Sent from my iPhone > > > On Jan 2, 2009, at 3:27 PM, Niles, St?phane (DSS\MAS) < > Stephane.Niles at gnb.ca> wrote: > > Hi, > > > > We've installed Asset Tracker with RT 3.8.1. We believe we installed AT > correctly, but are not sure? There doesn't seem to be an easy way to link an > existing ticket (or a new one for that matter) with an asset? The other way > around is quite simple (from an Asset, I can create a ticket in a desired > queue by selecting the queue, and clicking on "New ticket in queue"). > > > > I am wondering if anyone has come up with an easy way to take an existing > ticket and associating it with an asset? Maybe I'm missing something or > maybe the Callbacks files are not at the right place > > > > Any help appreciated? > > > > St?phane > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > > > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1533 bytes Desc: not available URL: From elton.fenner at al.rs.gov.br Wed Mar 31 08:39:03 2010 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Wed, 31 Mar 2010 09:39:03 -0300 Subject: [rt-users] RT Survey plugin In-Reply-To: <519782dc1003291500g7cd42fb8qb347c722bdca9a2c@mail.gmail.com> References: <4B99361B.5070908@kickflop.net> <4B99FE9B.902@jennic.com> <4B9A6964.1010605@umanitoba.ca> <4BB11880.1010908@al.rs.gov.br> <519782dc1003291500g7cd42fb8qb347c722bdca9a2c@mail.gmail.com> Message-ID: <4BB34267.4050909@al.rs.gov.br> On 29-03-2010 19:00, Todd Chapman wrote: > You could just have the resolved template include a link to a survey > monkey. http://www.surveymonkey.com/ > Thanks, I'm gonna take a close look at this. Elton > On Mon, Mar 29, 2010 at 5:15 PM, Elton S. Fenner > wrote: > >> Hi, >> >> I installed RT and I'm very happy with the result. >> I have about 2,500 tickets a month around 100 people working on 20 queues.. >> Installed Active Directory authentication and many other plugins. >> >> Now I want to go further. I was googling to find a Survey plugin. >> I want to send a message to requestors and ask them to reply a survey. >> >> Is there someting like that in RT? >> >> Thanks. >> -- >> >> >> Elton S. Fenner, >> Analista de Rede, >> Assembl?ia Legislativa do RS. >> +55 51 3210-1249 >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > * Caro usu?rio, se este e-mail n?o foi corretamente classificado como spam, encaminhe para spam at dspam.al.rs.gov.br. (+ informa??es ? Ligue 1080) > > > !DSPAM:8,4bb1231a19908650115250! > > > > From Simon.Dray at antplc.com Wed Mar 31 09:14:10 2010 From: Simon.Dray at antplc.com (Simon Dray) Date: Wed, 31 Mar 2010 14:14:10 +0100 Subject: [rt-users] Help with RT 3.8.7 and AT 1.2.4b Message-ID: <60200d2cb5fa48f212706d77c1dd7428ce825821@localhost> Hi, I am in the midst of upgrading my dev system and have a hit the following issue when trying to assign permissions via Modify people related to type "Asset name" I get the following message in /var/log/messages Mar 31 13:35:48 xxxxx RT: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) Mar 31 13:36:22 xxxxx RT: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) And in /var/log/httpd/error_log [Wed Mar 31 12:38:10 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) [Wed Mar 31 12:39:04 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) [Wed Mar 31 12:43:42 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) I am logged into RT as root to work on this Any help would be appreciated RT 3.8.7 AT 1.2.4b1 Regards Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Wed Mar 31 09:46:09 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 31 Mar 2010 09:46:09 -0400 Subject: [rt-users] Installation Error In-Reply-To: <4BB313F0.6080903@kavach.net> References: <4BB30CD5.2000006@kavach.net> <4BB311C4.5090905@mococo.nl> <4BB313F0.6080903@kavach.net> Message-ID: <4BB35221.7080700@kickflop.net> I have never once installed RT with 'make fixdeps' actually working 100% to completion with all Perl modules built and installed. You're going to have to watch the 'make fixdeps' output and solve any problems by hand, then re-run (wash, rinse, repeat). On 3/31/2010 5:20 AM, Jnaneshwar Bantanur wrote: > Hi Joop, > > Even After running > > make fixdeps > > I am still getting the same error. > > Rgds, > Jnani > > Joop wrote: >> Jnaneshwar Bantanur wrote: >>> Hi All, >>> >>> While Installing, I got the below error. >>> >>> SOME DEPENDENCIES WERE MISSING. >>> make: *** [testdeps] Error 1 >> run the following: >> make fixdeps >> >> Regards, >> >> Joop >> > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From dale.poulter at Vanderbilt.Edu Wed Mar 31 09:54:05 2010 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Wed, 31 Mar 2010 08:54:05 -0500 Subject: [rt-users] Mergeusers problem Message-ID: <7288D49C0448E840B752320350AFA94E095E675D@ITS-HCWNEM03.ds.Vanderbilt.edu> Good morning, We have just started using the MergeUsers plugin. The merging of users seems to work great but the user is then unable to see their tickets using either account. Are we missing something obvious? Thanks. --Dale --------------------------------------- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University Suite 700 110 21st Avenue South Nashville, TN 37240 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Mar 31 09:56:51 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 31 Mar 2010 15:56:51 +0200 Subject: [rt-users] Mergeusers problem Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F936F9@w3hamboex11.ger.win.int.kn> Have a look onto additional pakckage rt-extension-mergeusershistory this the one you need! Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Wed Mar 31 15:54:05 2010 Betreff: [rt-users] Mergeusers problem Good morning, We have just started using the MergeUsers plugin. The merging of users seems to work great but the user is then unable to see their tickets using either account. Are we missing something obvious? Thanks. --Dale --------------------------------------- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University Suite 700 110 21st Avenue South Nashville, TN 37240 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Mar 31 10:01:00 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Mar 2010 10:01:00 -0400 Subject: [rt-users] Customfield question In-Reply-To: <87458E9581E41E4F8FFD60620074085604B57BDB@mail01.widexs.local> References: <87458E9581E41E4F8FFD60620074085604B57BDB@mail01.widexs.local> Message-ID: <20100331140100.GA713@jibsheet.com> On Wed, Mar 31, 2010 at 11:06:19AM +0200, Richard Pijnenburg wrote: > I've got a maybe strange question for the custom fields. > > I have 1 custom field with the user details of our customer with his Customer Number. > > Now I would like to populate a custom field dropdown menu with data from an external source. > > This external source needs that Customer number to get his products. > > This way the customer can select his product where he has a question about. Sounds like you may want docs/creating_external_custom_fields.pod But be careful changing the set of values per-requestor/ticket, you may get some weird interactions when one of your privileged users is searching -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Richard at widexs.nl Wed Mar 31 10:52:32 2010 From: Richard at widexs.nl (Richard Pijnenburg) Date: Wed, 31 Mar 2010 16:52:32 +0200 Subject: [rt-users] Customfield question In-Reply-To: <20100331140100.GA713@jibsheet.com> References: <87458E9581E41E4F8FFD60620074085604B57BDB@mail01.widexs.local> <20100331140100.GA713@jibsheet.com> Message-ID: <87458E9581E41E4F8FFD60620074085604B57C2C@mail01.widexs.local> Hi Kevin, Thanks for the fast reply. I've tested the example script and I understand how it works now. I only wonder how I can use ticket information within that custom field information. Or can I use the standard my $ticket = RT::Ticket( $self->CurrentUser ); to get the ticket information? Met vriendelijke groet / With kind regards, Richard Pijnenburg Changes and Incident Coordinator WideXS http://www.widexs.nl Tel +31 (0)20 7570780 Fax +31 (0)20 6116302 Zekeringstraat 43, 1014 BV Amsterdam, NL -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, March 31, 2010 4:01 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customfield question On Wed, Mar 31, 2010 at 11:06:19AM +0200, Richard Pijnenburg wrote: > I've got a maybe strange question for the custom fields. > > I have 1 custom field with the user details of our customer with his Customer Number. > > Now I would like to populate a custom field dropdown menu with data from an external source. > > This external source needs that Customer number to get his products. > > This way the customer can select his product where he has a question about. Sounds like you may want docs/creating_external_custom_fields.pod But be careful changing the set of values per-requestor/ticket, you may get some weird interactions when one of your privileged users is searching -kevin From jbaker at wgm.us Wed Mar 31 10:47:19 2010 From: jbaker at wgm.us (Jonathan Baker) Date: Wed, 31 Mar 2010 09:47:19 -0500 Subject: [rt-users] perl update, now getting strange errors in rt-email-dashboards Message-ID: Last night various perl modules were updated on my RT server, and I'm getting a strange error in rt-email-dashboards. Any thoughts? Running RT 3.8.7 on CentOS, perl-DateTime-0.4305-1.el5.r [crit]: Bareword "DateTime::INFINITY" not allowed while "strict subs" in use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ DateTime/Infinite.pm line 30. Bareword "DateTime::INFINITY" not allowed while "strict subs" in use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ DateTime/Infinite.pm line 30. Bareword "DateTime::NEG_INFINITY" not allowed while "strict subs" in use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ DateTime/Infinite.pm line 30. BEGIN not safe after errors--compilation aborted at /usr/lib64/perl5/ vendor_perl/5.8.8/x86_64-linux-thread-multi/DateTime/Infinite.pm line 40. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ DateTime/SpanSet.pm line 10. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ DateTime/SpanSet.pm line 10. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Span.pm line 10. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Span.pm line 10. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Set.pm line 9. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Set.pm line 9. Compilation failed in require at /opt/rt3/local/plugins/RTx-Calendar/ lib/RTx/Calendar.pm line 5. BEGIN failed--compilation aborted at /opt/rt3/local/plugins/RTx- Calendar/lib/RTx/Calendar.pm line 5. Compilation failed in require at /opt/rt3/sbin/../lib/RT.pm line 636. (/opt/rt3/sbin/../lib/RT.pm:379) Bareword "DateTime::INFINITY" not allowed while "strict subs" in use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ DateTime/Infinite.pm line 30. Bareword "DateTime::INFINITY" not allowed while "strict subs" in use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ DateTime/Infinite.pm line 30. Bareword "DateTime::NEG_INFINITY" not allowed while "strict subs" in use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ DateTime/Infinite.pm line 30. BEGIN not safe after errors--compilation aborted at /usr/lib64/perl5/ vendor_perl/5.8.8/x86_64-linux-thread-multi/DateTime/Infinite.pm line 40. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ DateTime/SpanSet.pm line 10. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ DateTime/SpanSet.pm line 10. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Span.pm line 10. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Span.pm line 10. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Set.pm line 9. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ DateTime/Set.pm line 9. Compilation failed in require at /opt/rt3/local/plugins/RTx-Calendar/ lib/RTx/Calendar.pm line 5. BEGIN failed--compilation aborted at /opt/rt3/local/plugins/RTx- Calendar/lib/RTx/Calendar.pm line 5. Compilation failed in require at /opt/rt3/sbin/../lib/RT.pm line 636. -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 From todd at chaka.net Wed Mar 31 11:01:37 2010 From: todd at chaka.net (Todd Chapman) Date: Wed, 31 Mar 2010 11:01:37 -0400 Subject: [rt-users] Help with RT 3.8.7 and AT 1.2.4b In-Reply-To: <60200d2cb5fa48f212706d77c1dd7428ce825821@localhost> References: <60200d2cb5fa48f212706d77c1dd7428ce825821@localhost> Message-ID: In file RTx/AssetTracker/Type_Overlay.pm change: ModifyTypeAdmins => 'Modify administrators for type', # loc_pair to: ModifyTypeWatchers => 'Modify watchers for type', # loc_pair On Wed, Mar 31, 2010 at 9:14 AM, Simon Dray wrote: > Hi, > > > > I am in the midst of upgrading my dev system and have a hit the following > issue when trying to assign permissions via Modify people related to type > ?Asset name? > > > > I get the following message in /var/log/messages > > > > Mar 31 13:35:48 xxxxx RT: Invalid right. Couldn't canonicalize right > 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > Mar 31 13:36:22 xxxxx RT: Invalid right. Couldn't canonicalize right > 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > > > And in /var/log/httpd/error_log > > > > [Wed Mar 31 12:38:10 2010] [error]: Invalid right. Couldn't canonicalize > right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > [Wed Mar 31 12:39:04 2010] [error]: Invalid right. Couldn't canonicalize > right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > [Wed Mar 31 12:43:42 2010] [error]: Invalid right. Couldn't canonicalize > right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > > > > > I am logged into RT as root to work on this > > > > > > > > Any help would be appreciated > > > > > > RT 3.8.7 > > AT 1.2.4b1 > > > > > > Regards Simon > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Wed Mar 31 11:22:02 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Mar 2010 11:22:02 -0400 Subject: [rt-users] perl update, now getting strange errors in rt-email-dashboards In-Reply-To: References: Message-ID: <20100331152202.GB713@jibsheet.com> On Wed, Mar 31, 2010 at 09:47:19AM -0500, Jonathan Baker wrote: > Last night various perl modules were updated on my RT server, and > I'm getting a strange error in rt-email-dashboards. Any thoughts? > Running RT 3.8.7 on CentOS, perl-DateTime-0.4305-1.el5.r It looks like your mix of an older DateTime + RTx::Calendar is blowing up. I'm surprised you're not seeing similar errors in the UI when browsing the calendar interface. You may want to check your logs and find out exactly what was upgraded. -kevin > [crit]: Bareword "DateTime::INFINITY" not allowed while "strict > subs" in use at > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ > DateTime/Infinite.pm line 30. > Bareword "DateTime::INFINITY" not allowed while "strict subs" in use > at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ > DateTime/Infinite.pm line 30. > Bareword "DateTime::NEG_INFINITY" not allowed while "strict subs" in > use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ > DateTime/Infinite.pm line 30. > BEGIN not safe after errors--compilation aborted at > /usr/lib64/perl5/ > vendor_perl/5.8.8/x86_64-linux-thread-multi/DateTime/Infinite.pm > line 40. > Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/SpanSet.pm line 10. > BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/SpanSet.pm line 10. > Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Span.pm line 10. > BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Span.pm line 10. > Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Set.pm line 9. > BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Set.pm line 9. > Compilation failed in require at > /opt/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm line 5. > BEGIN failed--compilation aborted at /opt/rt3/local/plugins/RTx- > Calendar/lib/RTx/Calendar.pm line 5. > Compilation failed in require at /opt/rt3/sbin/../lib/RT.pm line > 636. (/opt/rt3/sbin/../lib/RT.pm:379) > Bareword "DateTime::INFINITY" not allowed while "strict subs" in use > at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ > DateTime/Infinite.pm line 30. > Bareword "DateTime::INFINITY" not allowed while "strict subs" in use > at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ > DateTime/Infinite.pm line 30. > Bareword "DateTime::NEG_INFINITY" not allowed while "strict subs" in > use at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/ > DateTime/Infinite.pm line 30. > BEGIN not safe after errors--compilation aborted at > /usr/lib64/perl5/ > vendor_perl/5.8.8/x86_64-linux-thread-multi/DateTime/Infinite.pm > line 40. > Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/SpanSet.pm line 10. > BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/SpanSet.pm line 10. > Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Span.pm line 10. > BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Span.pm line 10. > Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Set.pm line 9. > BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/ > DateTime/Set.pm line 9. > Compilation failed in require at > /opt/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm line 5. > BEGIN failed--compilation aborted at /opt/rt3/local/plugins/RTx- > Calendar/lib/RTx/Calendar.pm line 5. > Compilation failed in require at /opt/rt3/sbin/../lib/RT.pm line 636. > -- > Jon Baker > Systems Administrator > Church on the Move > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > > > 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: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From michael_ellis at umanitoba.ca Wed Mar 31 11:39:48 2010 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Wed, 31 Mar 2010 10:39:48 -0500 Subject: [rt-users] Help with RT 3.8.7 and AT 1.2.4b In-Reply-To: <60200d2cb5fa48f212706d77c1dd7428ce825821@localhost> References: <60200d2cb5fa48f212706d77c1dd7428ce825821@localhost> Message-ID: <4BB36CC4.5010907@umanitoba.ca> Hi Simon, I don't have an answer for your issue, but I was wondering if you saw an issue I saw when I upgraded my dev box. Going from 3.8.4 with 1.2.4b to 3.8.7, the headers broke in my asset search results. Only the Name header is still displayed. Do you see this behavior as well? It might be some peculiarity with my system. -Mike Ellis Simon Dray wrote: > > Hi, > > I am in the midst of upgrading my dev system and have a hit the > following issue when trying to assign permissions via *Modify people > related to type ?Asset name?* > > * * > > I get the following message in /var/log/messages > > Mar 31 13:35:48 xxxxx RT: Invalid right. Couldn't canonicalize right > 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > Mar 31 13:36:22 xxxxx RT: Invalid right. Couldn't canonicalize right > 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > And in /var/log/httpd/error_log > > [Wed Mar 31 12:38:10 2010] [error]: Invalid right. Couldn't > canonicalize right 'ModifyTypeWatchers' > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > [Wed Mar 31 12:39:04 2010] [error]: Invalid right. Couldn't > canonicalize right 'ModifyTypeWatchers' > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > [Wed Mar 31 12:43:42 2010] [error]: Invalid right. Couldn't > canonicalize right 'ModifyTypeWatchers' > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) > > I am logged into RT as root to work on this > > Any help would be appreciated > > RT 3.8.7 > > AT 1.2.4b1 > > Regards Simon > > ------------------------------------------------------------------------ > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jbaker at wgm.us Wed Mar 31 12:08:30 2010 From: jbaker at wgm.us (Jonathan Baker) Date: Wed, 31 Mar 2010 11:08:30 -0500 Subject: [rt-users] perl update, now getting strange errors in rt-email-dashboards In-Reply-To: References: Message-ID: <58F25AB7-664A-442F-A1F6-ED5202B6E077@wgm.us> Hm, did a "yum clean all" and "yum update" and it updated perl- DateTime-Timezone - and the error seems to have gone away, so I must have had something messed up in my dependency tree. > Last night various perl modules were updated on my RT server, and I'm > getting a strange error in rt-email-dashboards. Any thoughts? > Running RT 3.8.7 on CentOS, perl-DateTime-0.4305-1.el5.r -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 From robert.grasso+nv at cedrat.com Wed Mar 31 13:03:05 2010 From: robert.grasso+nv at cedrat.com (Robert Grasso) Date: Wed, 31 Mar 2010 19:03:05 +0200 Subject: [rt-users] RT 3.8.7 : text/plain attachements not sent Message-ID: Hello, I have been reported by our users that 'some' attachments were not actually attached. After having searched this issue, it appears that if we attach files that the browser reports as having the MIME type of text/plain, these files are not sent, they even do not appear inline to the recipient. But they are registered into the ticket normally. Do other RT 3.8.7 (or lower ?) users have the same problem ? Does anybody has a solution ? I browsed the mailing-list, find many discussions about text/plain files, but not my case specifically. My users report that in 3.6.1 (our previous version, installed on an older CentOS 4), they were able to send text attachments. I installed RT 3.8.7 on a CentOS 5.4 OS; I installed many Perl modules from Rpmforge, and as all could not be installed that way, I finished with make fixdeps. Hopefully it is not an issue with some Perl module version. As I don't see ANYTHING in RT's log nor in httpd.log (log level already set to 'debug'), I can't even guess what is happening and what to look for - I don't have a clue. Best regards --- Robert GRASSO ? System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com From jblaine at kickflop.net Wed Mar 31 16:59:25 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 31 Mar 2010 16:59:25 -0400 Subject: [rt-users] Hide standard fields from some users? Message-ID: <4BB3B7AD.9030607@kickflop.net> We have a need to hide (ideally) certain standard RT fields from privileged users. I don't see that this is possible with the standard rights controls. Is that accurate? From dale.poulter at Vanderbilt.Edu Wed Mar 31 18:26:33 2010 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Wed, 31 Mar 2010 17:26:33 -0500 Subject: [rt-users] Mergeusers problem In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F936F9@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F936F9@w3hamboex11.ger.win.int.kn> Message-ID: <7288D49C0448E840B752320350AFA94E095E683D@ITS-HCWNEM03.ds.Vanderbilt.edu> This worked great. Thanks. From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, March 31, 2010 8:57 AM To: Poulter, Dale; rt-users at lists.bestpractical.com Subject: AW: [rt-users] Mergeusers problem Have a look onto additional pakckage rt-extension-mergeusershistory this the one you need! Torsten ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Wed Mar 31 15:54:05 2010 Betreff: [rt-users] Mergeusers problem Good morning, We have just started using the MergeUsers plugin. The merging of users seems to work great but the user is then unable to see their tickets using either account. Are we missing something obvious? Thanks. --Dale --------------------------------------- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University Suite 700 110 21st Avenue South Nashville, TN 37240 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poulter at vanderbilt.edu K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, 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 blawson at samhouston.net Wed Mar 24 17:46:16 2010 From: blawson at samhouston.net (Brian Lawson) Date: Wed, 24 Mar 2010 21:46:16 -0000 Subject: [rt-users] Newbie Question Message-ID: I've been looking at RT for a week. I just got this job and am taking over for someone who suddenly quit. I know PERL and am getting to know LINUX...I come from a UNIX background so that helps. Here's my situation: Our company has a group of customer service reps and my boss would rather have them share a login username and password as a group and then have a mandatory custom field for their real name and their email address. That way they (as a group) can see all the tickets for the group. He wants RT to use the email address entered as the one used for any correspondence, not the address for the username. Also, we would like to do field validation on the email to make sure it is a valid email address for our mail server. Is this feasible? I need someone to point me in the right direction. I have "RT Essentials" ordered and on the way, but I'm not so sure that I will learn this from it...right? Thanks in advance, Brian This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. -------------- next part -------------- An HTML attachment was scrubbed... URL: