From asanka_gunasekera at yahoo.co.uk Mon Apr 1 07:22:33 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 1 Apr 2013 12:22:33 +0100 (BST) Subject: [rt-users] SLA calculation issue Resolve Due date Message-ID: <1364815353.49758.YahooMailNeo@web172602.mail.ir2.yahoo.com> Hi I have SLA configured as below but when I apply S4 and reply due date is getting calculated?correctly?but the Resolve due date is been calculated in?reverse?that is backdated 3 months. What is that I am doing wrong? 'S4' => { ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? StartImmediately => 0, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? BusinessHours => 'Support', ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response => { RealMinutes => 60*24*28 }, # four real weeks ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Resolve ?=> { RealMinutes => 60*24*28*3 }, # three real mounths Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raymond.Corbett at arcproductions.com Mon Apr 1 11:45:30 2013 From: Raymond.Corbett at arcproductions.com (Raymond Corbett) Date: Mon, 1 Apr 2013 15:45:30 +0000 Subject: [rt-users] Accessing a Specific CustomField Message-ID: <5B09091AD62AE8478802740E5A5E10C347F2F0@ARCEXCHANGE.arc.local> This line is working fine: my $CFs = $QueueObj->TicketCustomFields(); I am assuming it is pulling all Ticket Custom Fields What if only want to pull the Custom Field with the name of 'Show Tag' -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Mon Apr 1 11:54:23 2013 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 1 Apr 2013 11:54:23 -0400 Subject: [rt-users] Accessing a Specific CustomField In-Reply-To: <5B09091AD62AE8478802740E5A5E10C347F2F0@ARCEXCHANGE.arc.local> References: <5B09091AD62AE8478802740E5A5E10C347F2F0@ARCEXCHANGE.arc.local> Message-ID: Do you want the custom field value on a specific ticket? my $st = $ticket->FirstCustomFieldValue("Show Tag"); Do you want the CustomField object for a specific field name on a specific queue? my $cf = $QueueObj->CustomField("Show Tag"); On Mon, Apr 1, 2013 at 11:45 AM, Raymond Corbett < Raymond.Corbett at arcproductions.com> wrote: > This line is working fine:**** > > ** ** > > my $CFs = $QueueObj->TicketCustomFields();**** > > ** ** > > I am assuming it is pulling all Ticket Custom Fields**** > > ** ** > > What if only want to pull the Custom Field with the name of ?Show Tag?**** > > ** ** > > ** ** > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Apr 1 13:53:51 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 01 Apr 2013 10:53:51 -0700 Subject: [rt-users] Debian package status In-Reply-To: <20130331191711.GA5073@stranger-here-myself.oucs.ox.ac.uk> References: <20130202010344.GA22419@garage.reed.edu> <1359768982.19834.35.camel@umgah.localdomain> <20130202161312.GA20177@stranger-here-myself.oucs.ox.ac.uk> <20130321123257.3451F17FEC5@h03.hostsharing.net> <20130323131649.GA349@stranger-here-myself.oucs.ox.ac.uk> <20130331191711.GA5073@stranger-here-myself.oucs.ox.ac.uk> Message-ID: <5159C9AF.2020209@bestpractical.com> On 03/31/2013 12:17 PM, Dominic Hargreaves wrote: > 4.0.10 packages have been uploaded to Debian, but because they include > a new binary package (for the HTML documentation - BPS, thanks for the > handy devel script for generating this!) is sitting in a queue for > manual processing. A side note: the HTML doc is customized for being displayed as part of a larger HTML context (http://docs.bestpractical.com), so it's just HTML fragments and no styling. It's somewhat readable on it's own though. ++ on 4.0.10 in Debian. :) From trs at bestpractical.com Mon Apr 1 14:00:39 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 01 Apr 2013 11:00:39 -0700 Subject: [rt-users] SLA calculation issue Resolve Due date In-Reply-To: <1364815353.49758.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1364815353.49758.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <5159CB47.40701@bestpractical.com> On 04/01/2013 04:22 AM, Asanka Gunasekera wrote: > Hi I have SLA configured as below but when I apply S4 and reply due date > is getting calculated correctly but the Resolve due date is been > calculated in reverse that is backdated 3 months. What is that I am > doing wrong > > > 'S4' => { > StartImmediately => 0, > BusinessHours => 'Support', > Response => { RealMinutes => 60*24*28 }, > # four real weeks > Resolve => { RealMinutes => 60*24*28*3 > }, # three real mounths Resolve is calculated from ticket creation time. Response is calculated from the last applicable reply from the requestors. You should also read https://metacpan.org/module/RT::Extension::SLA From anthony at brodard.me Tue Apr 2 09:19:36 2013 From: anthony at brodard.me (Anthony Brodard) Date: Tue, 2 Apr 2013 15:19:36 +0200 Subject: [rt-users] Extract Attachment as Mime Message-ID: Hi list, Hi try to create a scrip which will create a new ticket in an other queue, with the last comment as body. Description : On close Create ticket in alerts Condition : On close Action : Defined by user Mod?le : null Step : TransactionCreate Pre-action code: return 1; Custom action : my $ticket = $self->TicketObj; my $CF = $ticket->FirstCustomFieldValue('VALIDATION'); my $child_ticket = RT::Ticket->new ( $RT::SystemUser ); my $queue_name = 'Alerts'; return 0 if ($CF ne $queue_name ); my $transactions = $ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); while (my $transaction = $transactions->Next){ $RT::Logger->info("Transaction ". $transaction->id); my $attachments = $transaction->Attachments; while (my $attachment = $attachments->Next) { $RT::Logger->info("Attachment". $attachment->id); my $content = $attachment->ContentAsMIME; } } my ($child_id, $child_transobj, $errormsg ) = $child_ticket->Create( Queue => $queue_name , Subject => $ticket->Subject, RefersTo => $ticket->id , Owner => $ticket->Owner , MIMEObj => $Content, ); unless ( $child_id ) { $RT::Logger->debug(">>Error : ". $errormsg); return 0; }; return 1; So, without the while loop and the MIMEObj parameter, the scrip works fine, and a new ticket is created in the other queue, but with an empty body. When I add the loop, the scrip fail, and I don't any error log. Do you have any idea about this problem ? Best regards, Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mirko.Spuntarelli at r1spa.it Tue Apr 2 09:17:33 2013 From: Mirko.Spuntarelli at r1spa.it (Mirko Spuntarelli) Date: Tue, 2 Apr 2013 13:17:33 +0000 Subject: [rt-users] Custom Ticket Status and Timing Message-ID: <54147F4BBEC63749B6CBC4450DB341706B105F84@Scorpione.Roma1edp.it> Good morning everybody, I am trying to set up Request Tracker 4 and I have customized with business hours, sla and lifecycle. All I would you like to know if is it possibile to extract timestamp for my custom ticket status when the status has changed from a condition to another? For example: report how many hours the ticket as been in stall, or to store the date\time the ticket has been put in stall and then when it has been reopened. Obviously in my case, the stall condition, is a custom Ticket Status. The picture here attached will explain it better... highlighted you will find date\time datas I need. [cid:image001.png at 01CE2FB5.32A715C0] I have checked out the DB but I cannot find any field that can be useful for this scope. Where I can find the highlighted field? At the moment I am using RT 4.0.4. Thank you in advance for your suggestions. Best regards, Mirko Mirko Spuntarelli | Area Tecnica -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 21011 bytes Desc: image001.png URL: From ltomalty at uwaterloo.ca Tue Apr 2 11:35:46 2013 From: ltomalty at uwaterloo.ca (Lisa Tomalty) Date: Tue, 2 Apr 2013 15:35:46 +0000 Subject: [rt-users] RT4 and ITIL In-Reply-To: <360FA71407D1624082F4F84DBACABD54116CA4F9@connmbx3> References: <360FA71407D1624082F4F84DBACABD54116CA4F9@connmbx3> Message-ID: <360FA71407D1624082F4F84DBACABD54116CAF47@connmbx3> HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Thanks everyone! Lisa :) -------------------------------------------------------------------------------- Lisa Tomalty Information Systems & Technology/Arts Computing Office MC 2052/PAS 2023 University of Waterloo Waterloo, Ontario, Canada (519) 888-4567 X35873 ltomalty at uwaterloo.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thibault.LeMeur at supelec.fr Tue Apr 2 11:42:38 2013 From: Thibault.LeMeur at supelec.fr (Thibault Le Meur) Date: Tue, 02 Apr 2013 17:42:38 +0200 Subject: [rt-users] RT4 and ITIL In-Reply-To: <360FA71407D1624082F4F84DBACABD54116CAF47@connmbx3> References: <360FA71407D1624082F4F84DBACABD54116CA4F9@connmbx3> <360FA71407D1624082F4F84DBACABD54116CAF47@connmbx3> Message-ID: <515AFC6E.6000504@supelec.fr> Better keep this interresting thread in the mailinglist or if you do this offlist, please post a summary after you've had answers. But oh wait,... I see that you're from the University of "Waterloo" and I'm French so maybe you would not want to share this with me ;-) Thibault Le 02/04/2013 17:35, Lisa Tomalty a ?crit : > > HI all > > If you have used RT4 with ITIL service operations processes (and/or > other ITIL processes such as change management), can you send me an > email to discuss? > > Thanks everyone! > > Lisa :) > > -------------------------------------------------------------------------------- > > *Lisa Tomalty* > > *Information Systems & Technology/Arts Computing Office* > > ** > > MC 2052/PAS 2023 > > University of Waterloo > > Waterloo, Ontario, Canada > > (519) 888-4567 X35873 > > ltomalty at uwaterloo.ca > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Tue Apr 2 12:24:07 2013 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 2 Apr 2013 17:24:07 +0100 Subject: [rt-users] RT4 and ITIL In-Reply-To: <360FA71407D1624082F4F84DBACABD54116CAF47@connmbx3> References: <360FA71407D1624082F4F84DBACABD54116CA4F9@connmbx3> <360FA71407D1624082F4F84DBACABD54116CAF47@connmbx3> Message-ID: On 2 Apr 2013, at 16:35, Lisa Tomalty wrote: > HI all > > If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Yes, keep it on list, please - I'm interested in this. I've had a few ideas (adding another "closed" status beyond "resolved", maintaining separate service request, incident and problem queues with different lifecycles so that incidents can't become problems) and so on. RTFM is sort of a Known Error Database. However, RT's Owner model doesn't quite fit with a strict ITIL service desk idea of the ticket owner remaining in the Service Desk, even though the person actually working on resolving the problem might be somewhere else, although you'd conceivably do that with child tickets in other queues. Alternatively, the ITIL Incident Owner could be the RT Ticket AdminCc, perhaps? I'd be interested in hearing any discussion people have about it. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From jbuell at countrysampler.com Tue Apr 2 14:33:30 2013 From: jbuell at countrysampler.com (John Buell) Date: Tue, 2 Apr 2013 18:33:30 +0000 Subject: [rt-users] Move web port Message-ID: I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? From falcone at bestpractical.com Tue Apr 2 15:55:45 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Apr 2013 15:55:45 -0400 Subject: [rt-users] Extract Attachment as Mime In-Reply-To: References: Message-ID: <20130402195545.GD1503@jibsheet.com> On Tue, Apr 02, 2013 at 03:19:36PM +0200, Anthony Brodard wrote: At the very least, you'll note that these two variables aren't the same ($content vs $Content). However, it's more complicated than that since you have the declaration buried so deep in scope that the later code can't even see it. At the very least, you'll need to forward declared $Content early, set it, and then check it before Creating. > my $content = $attachment->ContentAsMIME; > MIMEObj => $Content, I've not ready any of the other code closely, the syntax error just jumped out. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 2 15:58:23 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Apr 2013 15:58:23 -0400 Subject: [rt-users] Move web port In-Reply-To: References: Message-ID: <20130402195823.GE1503@jibsheet.com> On Tue, Apr 02, 2013 at 06:33:30PM +0000, John Buell wrote: > I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a > point where I think I'd like to get rid of apache/apache2 and whatever > else might be running, and let rt run on port 80 (until now it's been > on port 8080). Is there a way to allow rt to listen on both, or > redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 2 15:59:24 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Apr 2013 15:59:24 -0400 Subject: [rt-users] Custom Ticket Status and Timing In-Reply-To: <54147F4BBEC63749B6CBC4450DB341706B105F84@Scorpione.Roma1edp.it> References: <54147F4BBEC63749B6CBC4450DB341706B105F84@Scorpione.Roma1edp.it> Message-ID: <20130402195924.GF1503@jibsheet.com> On Tue, Apr 02, 2013 at 01:17:33PM +0000, Mirko Spuntarelli wrote: > I am trying to set up Request Tracker 4 and I have customized with business hours, sla and > lifecycle. All I would you like to know if is it possibile to extract timestamp for my custom > ticket status when the status has changed from a condition to another? For example: report how > many hours the ticket as been in stall, or to store the date\time the ticket has been put in > stall and then when it has been reopened. Obviously in my case, the stall condition, is a > custom Ticket Status. The picture here attached will explain it better... highlighted you will > find date\time datas I need. Those are Transactions of a Status type. You can iterate them with perl code (in fact, someone earlier today posted loops for looking through transactions during a debugging session) or you can go in the DB if that's easier to pull into an external reporting tool. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jbuell at countrysampler.com Tue Apr 2 18:06:54 2013 From: jbuell at countrysampler.com (John Buell) Date: Tue, 2 Apr 2013 22:06:54 +0000 Subject: [rt-users] Move web port In-Reply-To: <20130402195823.GE1503@jibsheet.com> References: <20130402195823.GE1503@jibsheet.com> Message-ID: I am using the Plack server, but if I'm reading everything correctly, I should be disabling *THAT* and modify the Apache config files to be doing the web service at port 80? Then I could use a VirtualHost directive in an Apache config file on 8080 that redirects to 80, right? John Buell Systems Administrator Country Samper LLC (630) 762-7806 -----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, April 02, 2013 2:58 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Move web port On Tue, Apr 02, 2013 at 06:33:30PM +0000, John Buell wrote: > I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a > point where I think I'd like to get rid of apache/apache2 and whatever > else might be running, and let rt run on port 80 (until now it's been > on port 8080). Is there a way to allow rt to listen on both, or > redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html -kevin From aaron at guise.net.nz Tue Apr 2 18:33:52 2013 From: aaron at guise.net.nz (Aaron Guise) Date: Wed, 03 Apr 2013 11:33:52 +1300 Subject: [rt-users] Move web port In-Reply-To: References: <20130402195823.GE1503@jibsheet.com> Message-ID: Yes, You need to add another LISTEN Directive to httpd.conf. At the moment it will be a single LISTEN 80. You'd need to add 8080 and then configure a virtualhost similar to this. Mind it may need a bit of tweaking as only bashed that out from memory. ServerName www.example.com:8080 Redirect 301 / http://www.example.com/ --- REGARDS, AARON GUISE aaron at guise.net.nz On 2013-04-03 11:26, John Buell wrote: > Right, except that I've already "released it to the public" with 8080, so I was just trying to find a quick way to do a redirect. A second VirtualHost listening on 8080 and serving a single web page with a redirect to 80 would seem to me to be the way to do it, or is there another way? > > John Buell > > Systems Administrator > > Country Samper LLC > > (630) 762-7806 > > FROM: Aaron Guise [mailto:aaron at guise.net.nz] > SENT: Tuesday, April 02, 2013 5:11 PM > TO: John Buell > SUBJECT: Re: [rt-users] Move web port > > Hi John, > > The general idea is that you would configure a virtualhost on apache as per the guides. This would then be listening on port 80 by default. You would then shutdown the built in/standalone server you are currently running on port 8080. This would then mean you can access your RT on port 80 via Apache once your vhost is setup correctly. > > --- > > REGARDS, > > AARON GUISE > > AARON at GUISE.NET.NZ > ? > > On 2013-04-03 11:06, John Buell wrote: > >> I am using the Plack server, but if I'm reading everything correctly, I should be disabling *THAT* and modify the Apache config files to be doing the web service at port 80? Then I could use a VirtualHost directive in an Apache config file on 8080 that redirects to 80, right? >> >> John Buell >> >> Systems Administrator >> >> Country Samper LLC >> >> (630) 762-7806 >> >> -----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, April 02, 2013 2:58 PM >> >> To: rt-users at lists.bestpractical.comSubject: Re: [rt-users] Move web port >> >> On Tue, Apr 02, 2013 at 06:33:30PM +0000, John Buell wrote: >> >>> I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? >> >> How are you running RT? Normally, RT runs in conjunction with apache. >> >> You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. >> >> http://bestpractical.com/rt/docs/latest/web_deployment.html [1] >> >> -kevin Links: ------ [1] http://bestpractical.com/rt/docs/latest/web_deployment.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbuell at countrysampler.com Tue Apr 2 18:38:06 2013 From: jbuell at countrysampler.com (John Buell) Date: Tue, 2 Apr 2013 22:38:06 +0000 Subject: [rt-users] Move web port In-Reply-To: References: <20130402195823.GE1503@jibsheet.com> Message-ID: Sweet! Thanks! John Buell Systems Administrator Country Samper LLC (630) 762-7806 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Tuesday, April 02, 2013 5:34 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Move web port Yes, You need to add another LISTEN Directive to httpd.conf. At the moment it will be a single LISTEN 80. You'd need to add 8080 and then configure a virtualhost similar to this. Mind it may need a bit of tweaking as only bashed that out from memory. ServerName www.example.com:8080 Redirect 301 / http://www.example.com/ --- Regards, Aaron Guise [Image removed by sender.]aaron at guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-04-03 11:26, John Buell wrote: Right, except that I?ve already ?released it to the public? with 8080, so I was just trying to find a quick way to do a redirect. A second VirtualHost listening on 8080 and serving a single web page with a redirect to 80 would seem to me to be the way to do it, or is there another way? John Buell Systems Administrator Country Samper LLC (630) 762-7806 From: Aaron Guise [mailto:aaron at guise.net.nz] Sent: Tuesday, April 02, 2013 5:11 PM To: John Buell Subject: Re: [rt-users] Move web port Hi John, The general idea is that you would configure a virtualhost on apache as per the guides. This would then be listening on port 80 by default. You would then shutdown the built in/standalone server you are currently running on port 8080. This would then mean you can access your RT on port 80 via Apache once your vhost is setup correctly. --- Regards, Aaron Guise [Image removed by sender.]aaron at guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-04-03 11:06, John Buell wrote: I am using the Plack server, but if I'm reading everything correctly, I should be disabling *THAT* and modify the Apache config files to be doing the web service at port 80? Then I could use a VirtualHost directive in an Apache config file on 8080 that redirects to 80, right? John Buell Systems Administrator Country Samper LLC (630) 762-7806 -----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, April 02, 2013 2:58 PM To: rt-users at lists.bestpractical.comSubject: Re: [rt-users] Move web port On Tue, Apr 02, 2013 at 06:33:30PM +0000, John Buell wrote: I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ~WRD000.jpg Type: image/jpeg Size: 823 bytes Desc: ~WRD000.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 344 bytes Desc: image001.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 344 bytes Desc: image002.jpg URL: From yzhu at redhat.com Tue Apr 2 22:41:08 2013 From: yzhu at redhat.com (Yuming Zhu) Date: Tue, 2 Apr 2013 22:41:08 -0400 (EDT) Subject: [rt-users] Tikcet MergedInto Operation Problem in RT In-Reply-To: <1938590167.588705.1364956392789.JavaMail.root@redhat.com> Message-ID: <531948433.589170.1364956868182.JavaMail.root@redhat.com> Hi, Guys I got a problem when I query the DB for ticket history data. When I do this operations on rt web, the DB Tickets table as followed: 1. create two tickets 193729 193730 id EffectiveId Status ------ ----------- ----- 193729 193729 new 193730 193730 new 2. merge 193729 into 193730. 193729's status becomes resolved id EffectiveId Status ------ ----------- ----- 193729 193730 resolved 193730 193730 new so in STEP II, status of merged ticket became "resolved" But if this, because ticket can be created with new, open or resolved status, and if there's no any status change before merging, the status of merged ticket couldn't be known logically. so we can't get the exact history data, although the case should hardly exist. Could it be considered as a bug or defect for change(remove this feature or add a status change record in transactions table)? Thanks Yuming Zhu From tjrc at sanger.ac.uk Wed Apr 3 04:12:50 2013 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 3 Apr 2013 09:12:50 +0100 Subject: [rt-users] Tikcet MergedInto Operation Problem in RT In-Reply-To: <531948433.589170.1364956868182.JavaMail.root@redhat.com> References: <531948433.589170.1364956868182.JavaMail.root@redhat.com> Message-ID: On 3 Apr 2013, at 03:41, Yuming Zhu wrote: > Hi, Guys > > I got a problem when I query the DB for ticket history data. > When I do this operations on rt web, the DB Tickets table as followed: > > > 1. create two tickets 193729 193730 > id EffectiveId Status > ------ ----------- ----- > 193729 193729 new > 193730 193730 new > > 2. merge 193729 into 193730. 193729's status becomes resolved > id EffectiveId Status > ------ ----------- ----- > 193729 193730 resolved > 193730 193730 new > > so in STEP II, status of merged ticket became "resolved" > > But if this, because ticket can be created with new, open or resolved status, and if there's no any status change before merging, > the status of merged ticket couldn't be known logically. > so we can't get the exact history data, although the case should hardly exist. I'm not sure I understand the problem. The status of the merged ticket is now 'new' which what you'd expect. The status of 193729 isn't really relevant any more, is it? > Could it be considered as a bug or defect for change(remove this feature or add a status change record in transactions table)? This behaviour is configurable in ticket lifecycles. The default is that the ticket that was merged away from is set to resolved. You can change that to whatever you like, although the documentation does recommend that it's an 'inactive' status (defined elsewhere in the lifecycle, but resolved or rejected by default) I suspect odd things might happen if you set it to an active status. You could always create a new inactive status 'merged' in the lifecycle, and then set the on_merge status to that. I don't think it makes much difference though, since the status of the merged away ticket isn't displayed anywhere in the UI. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From coen.boef at nxs.nl Wed Apr 3 04:35:20 2013 From: coen.boef at nxs.nl (Coen Boef) Date: Wed, 3 Apr 2013 08:35:20 +0000 Subject: [rt-users] Link assets to customers Message-ID: <6B2663C6CD636A4687A22F57CBA4E5B2030C9A@exchange.office.nxs.nl> Hi list, We have started a project to implement RT as our primary ticket management system (with which we hope to replace TOPdesk http://www.topdesk.com). There is one issue which I cannot solve by myself and I hope the list can help. We are an ISP, offering managed services to our customers. Customers can send requests via mail and we use our current ticketing system to link an incoming email to a customer based on the requestor's email address. So here's the first issue for us. I cannot find a way to solve this. My idea is to group these requestors together in a group with the customer name, which leads to the next issue which is that the managed services (or servers) should be linked to the customer as well. As I see it now, there's no way (by default or extension) to link these three (ticket, asset and customer) together. Can somebody please help us out here? I hope I overlooked something on the RT wiki and somebody has already solved this in the past, or that somebody can give me some pointers as to where to start. Thanks in advance for your help Kind regards, Coen Boef -------------- next part -------------- An HTML attachment was scrubbed... URL: From anthony at brodard.me Wed Apr 3 04:50:12 2013 From: anthony at brodard.me (Anthony Brodard) Date: Wed, 3 Apr 2013 10:50:12 +0200 Subject: [rt-users] Extract Attachment as Mime In-Reply-To: <20130402195545.GD1503@jibsheet.com> References: <20130402195545.GD1503@jibsheet.com> Message-ID: Hi Kevin, Thanks for this reply. Effectively, with this mistake, the scrip will not be right... I did lot of test, maybe the fatigue... SO, I will follow your advises and get the list informed. Regards, Anthony 2013/4/2 Kevin Falcone > On Tue, Apr 02, 2013 at 03:19:36PM +0200, Anthony Brodard wrote: > > At the very least, you'll note that these two variables aren't the > same ($content vs $Content). However, it's more complicated than that > since you have the declaration buried so deep in scope that the later > code can't even see it. > > At the very least, you'll need to forward declared $Content early, set > it, and then check it before Creating. > > > my $content = $attachment->ContentAsMIME; > > MIMEObj => $Content, > > I've not ready any of the other code closely, the syntax error just > jumped out. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yzhu at redhat.com Wed Apr 3 06:25:27 2013 From: yzhu at redhat.com (Yuming Zhu) Date: Wed, 3 Apr 2013 06:25:27 -0400 (EDT) Subject: [rt-users] Tikcet MergedInto Operation Problem in RT In-Reply-To: References: <531948433.589170.1364956868182.JavaMail.root@redhat.com> Message-ID: <432898494.672378.1364984727511.JavaMail.root@redhat.com> Hi, Tim Sorry for this unclear description. I mean that the Status of merged ticket #193029 between Creation and Merging Operation can not be sure, if I want to get the history by DB queries. Because of the "resolving" action with "MergedInto" Operation hasn't been record in Transactions Table, such as id objectId type field oldValue newValue Created n 193729 Status Status new resolved XXXXXXX n+1 193729 AddLink MergedInto null *******/193730 XXXXXXX Now through OldValue "new" of transaction n, I can get that status before merged. I think it's the only way in my case. It's also what I exactly expect, so that every change of ticket can be found in Transactions Table. Cheers, Yuming. ----- Original Message ----- From: "Tim Cutts" To: "Yuming Zhu" Cc: rt-users at lists.bestpractical.com Sent: Wednesday, April 3, 2013 4:12:50 PM Subject: Re: [rt-users] Tikcet MergedInto Operation Problem in RT On 3 Apr 2013, at 03:41, Yuming Zhu wrote: > Hi, Guys > > I got a problem when I query the DB for ticket history data. > When I do this operations on rt web, the DB Tickets table as followed: > > > 1. create two tickets 193729 193730 > id EffectiveId Status > ------ ----------- ----- > 193729 193729 new > 193730 193730 new > > 2. merge 193729 into 193730. 193729's status becomes resolved > id EffectiveId Status > ------ ----------- ----- > 193729 193730 resolved > 193730 193730 new > > so in STEP II, status of merged ticket became "resolved" > > But if this, because ticket can be created with new, open or resolved status, and if there's no any status change before merging, > the status of merged ticket couldn't be known logically. > so we can't get the exact history data, although the case should hardly exist. I'm not sure I understand the problem. The status of the merged ticket is now 'new' which what you'd expect. The status of 193729 isn't really relevant any more, is it? > Could it be considered as a bug or defect for change(remove this feature or add a status change record in transactions table)? This behaviour is configurable in ticket lifecycles. The default is that the ticket that was merged away from is set to resolved. You can change that to whatever you like, although the documentation does recommend that it's an 'inactive' status (defined elsewhere in the lifecycle, but resolved or rejected by default) I suspect odd things might happen if you set it to an active status. You could always create a new inactive status 'merged' in the lifecycle, and then set the on_merge status to that. I don't think it makes much difference though, since the status of the merged away ticket isn't displayed anywhere in the UI. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From falcone at bestpractical.com Wed Apr 3 11:14:14 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Apr 2013 11:14:14 -0400 Subject: [rt-users] Can't fill in content in RT 4.0.10 when create/reply ticket In-Reply-To: References: <586C74A4E862694CB896AB497CB5C72C3AF63D9C@exdresmbsgs009.EQ1SGS.local> Message-ID: <20130403151414.GG1503@jibsheet.com> On Wed, Mar 27, 2013 at 08:39:04PM +0400, Ruslan Zakirov wrote: > IE10 was brought up recently in very similar context. I think you have > to disable compatibility mode in IE for rich text editor to work. I > think RT 4.0.11rc1 does it for you (tells IE to avoid compat mode). IE10 turned out to have different breakages for the rich text editor. If you're using IE10 and seeing these problems, it'd be great to get more testing reports for 4.0.11rc2 before we turn it into a real 4.0.11. Announcement and download links here: http://lists.bestpractical.com/pipermail/rt-devel/2013-April/011849.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ltomalty at uwaterloo.ca Wed Apr 3 11:48:10 2013 From: ltomalty at uwaterloo.ca (Lisa Tomalty) Date: Wed, 3 Apr 2013 15:48:10 +0000 Subject: [rt-users] RT4 and ITIL In-Reply-To: References: <360FA71407D1624082F4F84DBACABD54116CA4F9@connmbx3> <360FA71407D1624082F4F84DBACABD54116CAF47@connmbx3> Message-ID: <360FA71407D1624082F4F84DBACABD54116CFA9F@connmbx3> Thanks Tim.... ...we are investigating right now and want to hear if people see RT meeting the needs of the main service operations processes and linking with SLAs, Asset mgmt., chg mgmt., etc .... -------------------------------------------------------------------------------- Lisa Tomalty Information Systems & Technology/Arts Computing Office University of Waterloo Waterloo, Ontario, Canada MC2052/PAS2023 (519) 888-4567 X35873 ltomalty at uwaterloo.ca -----Original Message----- From: Tim Cutts [mailto:tjrc at sanger.ac.uk] Sent: Tuesday, April 02, 2013 12:24 PM To: Lisa Tomalty Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT4 and ITIL On 2 Apr 2013, at 16:35, Lisa Tomalty wrote: > HI all > > If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Yes, keep it on list, please - I'm interested in this. I've had a few ideas (adding another "closed" status beyond "resolved", maintaining separate service request, incident and problem queues with different lifecycles so that incidents can't become problems) and so on. RTFM is sort of a Known Error Database. However, RT's Owner model doesn't quite fit with a strict ITIL service desk idea of the ticket owner remaining in the Service Desk, even though the person actually working on resolving the problem might be somewhere else, although you'd conceivably do that with child tickets in other queues. Alternatively, the ITIL Incident Owner could be the RT Ticket AdminCc, perhaps? I'd be interested in hearing any discussion people have about it. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From jbuell at countrysampler.com Wed Apr 3 11:51:41 2013 From: jbuell at countrysampler.com (John Buell) Date: Wed, 3 Apr 2013 15:51:41 +0000 Subject: [rt-users] Move web port In-Reply-To: References: <20130402195823.GE1503@jibsheet.com> Message-ID: As it happens I never got the Redirect command to work properly, but a single web page delivered by apache2 on 8080 that redirects to 80 wound up doing the same trick. I got in a hurry last night and nearly forgot about the listen directive, which in my config goes in ports.conf. D?oh. ? But thanks again Aaron! I?m about to set up our building manager with his own queue for non-IT workorders, so we?re going to get a lot of use out of RT! From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Buell Sent: Tuesday, April 02, 2013 5:38 PM To: Aaron Guise Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Move web port Sweet! Thanks! John Buell Systems Administrator Country Samper LLC (630) 762-7806 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Tuesday, April 02, 2013 5:34 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Move web port Yes, You need to add another LISTEN Directive to httpd.conf. At the moment it will be a single LISTEN 80. You'd need to add 8080 and then configure a virtualhost similar to this. Mind it may need a bit of tweaking as only bashed that out from memory. ServerName www.example.com:8080 Redirect 301 / http://www.example.com/ --- Regards, Aaron Guise [Image removed by sender.]aaron at guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-04-03 11:26, John Buell wrote: Right, except that I?ve already ?released it to the public? with 8080, so I was just trying to find a quick way to do a redirect. A second VirtualHost listening on 8080 and serving a single web page with a redirect to 80 would seem to me to be the way to do it, or is there another way? John Buell Systems Administrator Country Samper LLC (630) 762-7806 From: Aaron Guise [mailto:aaron at guise.net.nz] Sent: Tuesday, April 02, 2013 5:11 PM To: John Buell Subject: Re: [rt-users] Move web port Hi John, The general idea is that you would configure a virtualhost on apache as per the guides. This would then be listening on port 80 by default. You would then shutdown the built in/standalone server you are currently running on port 8080. This would then mean you can access your RT on port 80 via Apache once your vhost is setup correctly. --- Regards, Aaron Guise [Image removed by sender.]aaron at guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-04-03 11:06, John Buell wrote: I am using the Plack server, but if I'm reading everything correctly, I should be disabling *THAT* and modify the Apache config files to be doing the web service at port 80? Then I could use a VirtualHost directive in an Apache config file on 8080 that redirects to 80, right? John Buell Systems Administrator Country Samper LLC (630) 762-7806 -----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, April 02, 2013 2:58 PM To: rt-users at lists.bestpractical.comSubject: Re: [rt-users] Move web port On Tue, Apr 02, 2013 at 06:33:30PM +0000, John Buell wrote: I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 344 bytes Desc: image001.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 823 bytes Desc: image003.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.jpg Type: image/jpeg Size: 344 bytes Desc: image004.jpg URL: From asanka_gunasekera at yahoo.co.uk Wed Apr 3 14:07:01 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 3 Apr 2013 19:07:01 +0100 (BST) Subject: [rt-users] SLA calculation issue Resolve Due date In-Reply-To: <1364815353.49758.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1364815353.49758.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <1365012421.62942.YahooMailNeo@web172604.mail.ir2.yahoo.com> Can any one tell me what I am doing wrong to have Due date on the dash to back date to 3 months when doing below Thanks and Regards ________________________________ From: Asanka Gunasekera To: RT User List Sent: Monday, 1 April 2013, 16:52 Subject: [rt-users] SLA calculation issue Resolve Due date Hi I have SLA configured as below but when I apply S4 and reply due date is getting calculated?correctly?but the Resolve due date is been calculated in?reverse?that is backdated 3 months. What is that I am doing wrong? 'S4' => { ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? StartImmediately => 0, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? BusinessHours => 'Support', ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response => { RealMinutes => 60*24*28 }, # four real weeks ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Resolve ?=> { RealMinutes => 60*24*28*3 }, # three real mounths Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From tackittj at reed.edu Wed Apr 3 14:18:17 2013 From: tackittj at reed.edu (Josh Tackitt) Date: Wed, 3 Apr 2013 11:18:17 -0700 Subject: [rt-users] Articles with links? Message-ID: I'm just starting to really dive into Articles and have noticed that it doesn't like for me to include links/html. I created a new Article and included a basic a href. Displaying the article shows this as a functional link. But when I add it to a ticket it just shows up as a URL, not a clickable link. What am I missing? thanks, Josh -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed Apr 3 14:22:40 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 3 Apr 2013 14:22:40 -0400 Subject: [rt-users] RT & MariaDB support Message-ID: <4DD6AB329450D847913EA76D7F3C6B831261A008@valkyrie.ogp.qvii.com> I'm currently running RT 4.0.10 and couldn't be happier. However, it's database is currently housed on a shared, underpowered Windows XP system & I'll looking to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 right now & would be moving to 5.5) and have begun looking at MariaDB. Has anyone tried using MariaDB with RT? Is it supported? Issues? Is there an alternate database I should be using? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Apr 3 14:55:00 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 03 Apr 2013 11:55:00 -0700 Subject: [rt-users] SLA calculation issue Resolve Due date In-Reply-To: <1365012421.62942.YahooMailNeo@web172604.mail.ir2.yahoo.com> References: <1364815353.49758.YahooMailNeo@web172602.mail.ir2.yahoo.com> <1365012421.62942.YahooMailNeo@web172604.mail.ir2.yahoo.com> Message-ID: <515C7B04.6080106@bestpractical.com> On 04/03/2013 11:07 AM, Asanka Gunasekera wrote: > Can any one tell me what I am doing wrong to have Due date on the dash > to back date to 3 months when doing below Yes, I told you earlier this week: http://www.gossamer-threads.com/lists/rt/users/115569#115569 Please read replies to the list when you post to the list, and especially before you bump your thread. From ggreene at minervanetworks.com Wed Apr 3 16:09:19 2013 From: ggreene at minervanetworks.com (Gary Greene) Date: Wed, 3 Apr 2013 20:09:19 +0000 Subject: [rt-users] RT & MariaDB support In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B831261A008@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B831261A008@valkyrie.ogp.qvii.com> Message-ID: <8741727B99C1AE4488FA3A4CD77D7B6E06A74DA3@MX-DS0-HQ.minervanetworks.com> I don't see why it wouldn't work, as MariaDB is supposed to be a drop-in replacement for MySQL. You might not be able to use one of the newer storage engines, but it should just work, no different than with MySQL. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 ________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Cena, Stephen (ext. 300) [SJC at qvii.com] Sent: Wednesday, April 03, 2013 11:22 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT & MariaDB support I'm currently running RT 4.0.10 and couldn't be happier. However, it's database is currently housed on a shared, underpowered Windows XP system & I'll looking to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 right now & would be moving to 5.5) and have begun looking at MariaDB. Has anyone tried using MariaDB with RT? Is it supported? Issues? Is there an alternate database I should be using? -------------- next part -------------- An HTML attachment was scrubbed... URL: From CarlosFelipe.Valenzuela at lancargo.com Wed Apr 3 15:19:47 2013 From: CarlosFelipe.Valenzuela at lancargo.com (Valenzuela Lembach, Carlos Felipe (LAN Cargo)) Date: Wed, 3 Apr 2013 15:19:47 -0400 Subject: [rt-users] Articles with links? In-Reply-To: References: Message-ID: Josh, I'm new in RT, and I'm trying to customize Articles too but with no success. Can you (or someone) send me an example on how can I include some html in the article? Everything I've tried ended as plain text.. Thanks in advance! Best regards, Carlos From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh Tackitt Sent: Wednesday, April 03, 2013 2:18 PM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Articles with links? I'm just starting to really dive into Articles and have noticed that it doesn't like for me to include links/html. I created a new Article and included a basic a href. Displaying the article shows this as a functional link. But when I add it to a ticket it just shows up as a URL, not a clickable link. What am I missing? thanks, Josh -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmkale at gmail.com Thu Apr 4 04:39:12 2013 From: kmkale at gmail.com (Koustubha Kale) Date: Thu, 4 Apr 2013 14:09:12 +0530 Subject: [rt-users] Pagination with REST API's search results Message-ID: Hi Did you ever find a solution to this? I too am facing the same problem. Regards, Koustubha Kale -------------------- quoted text -------------------- Hi, [ I'm new to the list, so maybe this question should go to the devel one, please tell me if you want me to post my question there. ] I'm currently trying to integrate RT 3.8.8 with other web based tools, and for this I use the REST API and . It's not complete but for specific needs, I accept to do some ugly scrapping (for instance: retrieving the possible values of a custom field). Here's my question : I'd like to know if there's a way to paginate results, e.g. define a limit and an offset when I search tickets so that I don't get too many results returned. A limit alone would be fine too. We have a pretty large ticket base (> 200k tickets), and I would like to retrieve only the few last tickets corresponding to a given Ticket-SQL query. As far as I know, limit/offset is not part of the Ticket-SQL language. And the "RowsPerPage" option used in the web interface doesn't work on the REST API. Thanks for any help, -- Jean-Baptiste Barth PS: bonus point if you give me a pointer to an other documentation thanhttp://requesttracker.wikia.com/wiki/REST -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Apr 4 05:29:59 2013 From: bart at pleh.info (Bart) Date: Thu, 4 Apr 2013 11:29:59 +0200 Subject: [rt-users] RT4 and ITIL Message-ID: Hi, We're using RT in an ITIL kinda way. Basics are: - Setup the queue's the way you like, we've done it in a manner where 1 queue represents 1 department (e.g. servicedesk, sysadmin, testers, developers, etc.) - Use a Custom Fields for setting a ticket type (incident, problem, change, etc.) - If required add another CF for the impact (high, middle, low) - Install the SLA extension If you go further then you can add scrips which automatically set your SLA based on e.g. ticket type (incident/problem/change) + priority (1,2,3,4). Or similar based on ticket type, impact and priority. In addition you can choose to use the Articles feature as a knowledge base or for standard replies. (known errors, known solutions, etc.). As for known errors, you could create a ticket type for that, or a checkbox simply saying yes/no for each ticket (with a CF). Also, you might want to adjust the default lifecycle (or create a new one) with status values that suite your needs. We've added a few valies stating a call is now waiting on a customer, or on a supplier. As you can see, this part is quite flexible so you'll want to take a piece of paper and draw a few things before actually looking into the "how" in RT. As for us, we use an external tool for making reports out of RT (they are being developed using Splunk atm). For the purpose of making reporting on SLA's we've added a few (for the user invisible) custom fields (1 for each status) which we use for registering the amount of minutes a ticket stays in one status (done using cron + scripts in the backend using the RT API, updated every 5 minutes). For example, if a ticket is on status open for 10 minutes, then waiting for supplier 600 minutes, then back to open again for 15 minutes, then these CF's will show a ticket has been on status open for 25 minutes, and on status "waiting on supplier" for 600 minutes. This makes SLA reporting quite easy + we have the ability to quickly see why a ticket is going passed it's allowed SLA (e.g. it takes ages for our supplier to actually do something). As for the asset management, we chose to initially use RT for registering and reporting on incoming calls. Which means that we've created CF's (Item A, Item B and Item C) which show an hierarchy of items but mostly aimed at products (globally) and problems (e.g. lost passwords). Asset management on it's own is something that we do in a different system. However, I've been told that RT will come with a feature called "Assets" with version 4.2. Which looks a little like the Articles feature a.t.m. This could mean that you could do some asset management within RT using that version. Not sure how extensive it will be, we're waiting for the first RC for version 4.2 since we'd love to have this in RT as well. ------ Well, maybe not so basic as I read what I wrote haha but I hope this gives you some ideas on how to implement RT in an ITIL process. Best regards. -- Bart G. 2013/4/3 Lisa Tomalty > Thanks Tim.... > > ...we are investigating right now and want to hear if people see RT > meeting the needs of the main service operations processes and linking with > SLAs, Asset mgmt., chg mgmt., etc .... > > > -------------------------------------------------------------------------------- > Lisa Tomalty > Information Systems & Technology/Arts Computing Office > > University of Waterloo > Waterloo, Ontario, Canada > MC2052/PAS2023 > (519) 888-4567 X35873 > ltomalty at uwaterloo.ca > > > -----Original Message----- > From: Tim Cutts [mailto:tjrc at sanger.ac.uk] > Sent: Tuesday, April 02, 2013 12:24 PM > To: Lisa Tomalty > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT4 and ITIL > > > On 2 Apr 2013, at 16:35, Lisa Tomalty wrote: > > > HI all > > > > If you have used RT4 with ITIL service operations processes (and/or > other ITIL processes such as change management), can you send me an email > to discuss? > > Yes, keep it on list, please - I'm interested in this. > > I've had a few ideas (adding another "closed" status beyond "resolved", > maintaining separate service request, incident and problem queues with > different lifecycles so that incidents can't become problems) and so on. > RTFM is sort of a Known Error Database. However, RT's Owner model doesn't > quite fit with a strict ITIL service desk idea of the ticket owner > remaining in the Service Desk, even though the person actually working on > resolving the problem might be somewhere else, although you'd conceivably > do that with child tickets in other queues. Alternatively, the ITIL > Incident Owner could be the RT Ticket AdminCc, perhaps? > > I'd be interested in hearing any discussion people have about it. > > Tim > > > > > -- > The Wellcome Trust Sanger Institute is operated by Genome Research > Limited, a charity registered in England with number 1021457 and a > company registered in England with number 2742969, whose registered > office is 215 Euston Road, London, NW1 2BE. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Apr 4 06:09:58 2013 From: bart at pleh.info (Bart) Date: Thu, 4 Apr 2013 12:09:58 +0200 Subject: [rt-users] Link assets to customers Message-ID: 2013/4/3 Coen Boef > Hi list, > > We have started a project to implement RT as our primary ticket management > system (with which we hope to replace TOPdesk *http://www.topdesk.com* > ). > There is one issue which I cannot solve by myself and I hope the list can > help. > > We are an ISP, offering managed services to our customers. Customers can > send requests via mail and we use our current ticketing system to link an > incoming email to a customer based on the requestor?s email address. So > here?s the first issue for us. I cannot find a way to solve this. My idea > is to group these requestors together in a group with the customer name, > which leads to the next issue which is that the managed services (or > servers) should be linked to the customer as well. As I see it now, there?s > no way (by default or extension) to link these three (ticket, asset and > customer) together. > > Can somebody please help us out here? I hope I overlooked something on the > RT wiki and somebody has already solved this in the past, or that somebody > can give me some pointers as to where to start. > > Thanks in advance for your help > > Kind regards, > > Coen Boef > > > > Did you have a look at Custom Fields for Groups? -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Apr 4 06:21:35 2013 From: bart at pleh.info (Bart) Date: Thu, 4 Apr 2013 12:21:35 +0200 Subject: [rt-users] Add requestor organization to columns from search results Message-ID: Hi, I'm curious to know if it's possible to add the requestor organization to a column. Right now you can show the column __Requestors__ which works, and shows all requestores belonging to a ticket. And another thing that's possible a.t.m. is searching on the requestor organization using this in your ticketsql: Requestor.Organization LIKE 'Bestpractical' Trying to add __Requestor.Organization__ or __RequestorOrganization__ to the columns (using advanced view) doesn't seem to work. It adds the column but no information is shown. Since it's a searchable item, is there a way to display the Requestor(s) Organization in a column? -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark at good-stuff.co.uk Thu Apr 4 06:23:30 2013 From: mark at good-stuff.co.uk (Mark Goodge) Date: Thu, 04 Apr 2013 11:23:30 +0100 Subject: [rt-users] Why RT? Message-ID: <515D54A2.1020608@good-stuff.co.uk> As part of a report I'm putting together for our management, I'd appreciate comments from other RT users as to why you chose RT over other ticketing systems. In particular, I'm interested to know what features/benefits RT provides you as compared with other open source ticketing systems such as osTicket and OTRS. All comments gratefully received! Cheers Mark From falcone at bestpractical.com Thu Apr 4 11:37:07 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Apr 2013 11:37:07 -0400 Subject: [rt-users] Add requestor organization to columns from search results In-Reply-To: References: Message-ID: <20130404153707.GH1503@jibsheet.com> On Thu, Apr 04, 2013 at 12:21:35PM +0200, Bart wrote: > I'm curious to know if it's possible to add the requestor organization to a column. > Right now you can show the column __Requestors__ which works, and shows all requestores > belonging to a ticket. > And another thing that's possible a.t.m. is searching on the requestor organization using this > in your ticketsql: > Requestor.Organization LIKE 'Bestpractical' > Trying to add __Requestor.Organization__ or __RequestorOrganization__ to the columns (using > advanced view) doesn't seem to work. It adds the column but no information is shown. > Since it's a searchable item, is there a way to display the Requestor(s) Organization in a > column? There isn't a default Format for arbitrary Requestor information. It would actually be possible to look at the code in share/html/Elements/RT__Ticket/ColumnMap used by $LinkCallback to implement code so that __Requestors.{Anything}__ would work, but that's actually kind of complicated if you're not already familiar with the level of magic in ColumnMap. What you probably want to do is use the Once callback in share/html/Elements/RT__Ticket/ColumnMap and copy the entry for Requestors earlier in the file and define Requestors.Organization => { title => 'Requestors Organization', # loc attribute => 'Requestor.Organization', value => sub { return $_[0]->Requestors-> # more code to loop and get the Organzation } }, -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From speeder305 at yahoo.com Thu Apr 4 15:01:41 2013 From: speeder305 at yahoo.com (speeder305) Date: Thu, 4 Apr 2013 12:01:41 -0700 (PDT) Subject: [rt-users] MessageBoxRichText and Internet Explorer 10. In-Reply-To: <1364291984816-53192.post@n7.nabble.com> References: <1364291984816-53192.post@n7.nabble.com> Message-ID: <1365102101044-53318.post@n7.nabble.com> Hello, I also have the same problem. Compatibility mode cannot be enabled. Thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/MessageBoxRichText-and-Internet-Explorer-10-tp52814p53318.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Thu Apr 4 15:26:24 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 04 Apr 2013 15:26:24 -0400 Subject: [rt-users] MessageBoxRichText and Internet Explorer 10. In-Reply-To: <1365102101044-53318.post@n7.nabble.com> References: <1364291984816-53192.post@n7.nabble.com> <1365102101044-53318.post@n7.nabble.com> Message-ID: <1365103584.4543.40.camel@umgah.localdomain> On Thu, 2013-04-04 at 12:01 -0700, speeder305 wrote: > I also have the same problem. Compatibility mode cannot be enabled. Please test 4.0.11rc2, released yesterday. - Alex On Wed, 2013-04-03 at 09:32 -0400, Kevin Falcone wrote: > RT 4.0.11rc2 is now available for testing. > > http://download.bestpractical.com/pub/rt/devel/rt-4.0.11rc2.tar.gz > http://download.bestpractical.com/pub/rt/devel/rt-4.0.11rc2.tar.gz.sig > > SHA1 sums > > bd69a926963695586d02d19593e9a04f37835c4a rt-4.0.11rc2-third-party-source.tar.> gz > 834a15e94d25814d7897eaa0a3ac20f403cdbd6c rt-4.0.11rc2-third-party-source.tar.> gz.sig > > This release of RT contains an update to the WYSIWYG editor (CKEditor) used on > ticket creation and reply pages. The update addresses numerous reports of > editor breakages when using IE 10. It also includes fixes for many other > browsers. You can read more about the included changes at > . We are shipping 3.6.6.1, upgraded from 3.4.1. > > We expect a number of bugfixes as a result of the CKEditor upgrade, but there > may be small regressions as well. We would appreciate reports from folks who > have experienced problems with the richtext editor on earlier 4.0 releases of > RT or who have recently upgraded to a newer version of IE. > > A complete changelog is available from git by running: > git log rt-4.0.11rc1..rt-4.0.11rc2 > or visiting > https://github.com/bestpractical/rt/compare/rt-4.0.11rc1...rt-4.0.11rc2 From charlycr74 at yahoo.com.ar Thu Apr 4 15:36:47 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 4 Apr 2013 12:36:47 -0700 (PDT) Subject: [rt-users] Include articles when creating a new ticket Message-ID: <1365104207.57859.YahooMailNeo@web140605.mail.bf1.yahoo.com> Hi, Do you know if it is possible to include an article when creating a new ticket? I'm running RT 4.0.8. Thank you. Charly From falcone at bestpractical.com Thu Apr 4 15:43:15 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Apr 2013 15:43:15 -0400 Subject: [rt-users] Include articles when creating a new ticket In-Reply-To: <1365104207.57859.YahooMailNeo@web140605.mail.bf1.yahoo.com> References: <1365104207.57859.YahooMailNeo@web140605.mail.bf1.yahoo.com> Message-ID: <20130404194315.GI1503@jibsheet.com> On Thu, Apr 04, 2013 at 12:36:47PM -0700, charlycr74 at yahoo.com.ar wrote: > Do you know if it is possible to include an article when creating a new ticket? I'm running RT 4.0.8. The first config option here: http://bestpractical.com/rt/docs/latest/RT_Config.html#Articles -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Thu Apr 4 16:11:45 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Apr 2013 13:11:45 -0700 Subject: [rt-users] RT4 and ITIL In-Reply-To: References: Message-ID: <515DDE81.4080605@bestpractical.com> On 04/04/2013 02:29 AM, Bart wrote: > Asset management on it's own is something that we do in a different > system. However, I've been told that RT will come with a feature called > "Assets" with version 4.2. Which looks a little like the Articles > feature a.t.m. This could mean that you could do some asset management > within RT using that version. Not sure how extensive it will be, we're > waiting for the first RC for version 4.2 since we'd love to have this in > RT as well. To clarify a little: the assets feature you've heard about is being developed as an RT extension targeted at 4.2. (It won't work with 4.0.) It won't be included in the 4.2 releases themselves, so you'll need to wait for an assets RC and *then* run it against either git master or the latest 4.2 RC that exists at the time. From darin at darins.net Thu Apr 4 16:32:50 2013 From: darin at darins.net (Darin Perusich) Date: Thu, 4 Apr 2013 16:32:50 -0400 Subject: [rt-users] RT4 and ITIL In-Reply-To: <515DDE81.4080605@bestpractical.com> References: <515DDE81.4080605@bestpractical.com> Message-ID: On Thu, Apr 4, 2013 at 4:11 PM, Thomas Sibley wrote: > On 04/04/2013 02:29 AM, Bart wrote: >> Asset management on it's own is something that we do in a different >> system. However, I've been told that RT will come with a feature called >> "Assets" with version 4.2. Which looks a little like the Articles >> feature a.t.m. This could mean that you could do some asset management >> within RT using that version. Not sure how extensive it will be, we're >> waiting for the first RC for version 4.2 since we'd love to have this in >> RT as well. > > To clarify a little: the assets feature you've heard about is being > developed as an RT extension targeted at 4.2. (It won't work with 4.0.) > It won't be included in the 4.2 releases themselves, so you'll need to > wait for an assets RC and *then* run it against either git master or the > latest 4.2 RC that exists at the time. > Will this assets extension be a replacement for AssetTracker extension? From trs at bestpractical.com Thu Apr 4 16:43:22 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Apr 2013 13:43:22 -0700 Subject: [rt-users] RT4 and ITIL In-Reply-To: <360FA71407D1624082F4F84DBACABD54116D7274@connmbx3> References: <515DDE81.4080605@bestpractical.com> <360FA71407D1624082F4F84DBACABD54116D7274@connmbx3> Message-ID: <515DE5EA.1050903@bestpractical.com> Please keep replies on the list. On 04/04/2013 01:16 PM, Lisa Tomalty wrote: > Thanks Thomas ...is there an ETA for the Assets feature? No, we generally don't announce ETAs. From ltomalty at uwaterloo.ca Thu Apr 4 16:45:33 2013 From: ltomalty at uwaterloo.ca (Lisa Tomalty) Date: Thu, 4 Apr 2013 20:45:33 +0000 Subject: [rt-users] RT4 and ITIL In-Reply-To: <515DE5EA.1050903@bestpractical.com> References: <515DDE81.4080605@bestpractical.com> <360FA71407D1624082F4F84DBACABD54116D7274@connmbx3> <515DE5EA.1050903@bestpractical.com> Message-ID: <360FA71407D1624082F4F84DBACABD54116D77C2@connmbx3> Thanks! -------------------------------------------------------------------------------- Lisa Tomalty Information Systems & Technology/Arts Computing Office MC 2052/PAS 2023 University of Waterloo Waterloo, Ontario, Canada (519) 888-4567 X35873 ltomalty at uwaterloo.ca -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, April 04, 2013 4:43 PM To: RT Users Subject: Re: [rt-users] RT4 and ITIL Please keep replies on the list. On 04/04/2013 01:16 PM, Lisa Tomalty wrote: > Thanks Thomas ...is there an ETA for the Assets feature? No, we generally don't announce ETAs. From trs at bestpractical.com Thu Apr 4 16:57:45 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Apr 2013 13:57:45 -0700 Subject: [rt-users] RT4 and ITIL In-Reply-To: References: <515DDE81.4080605@bestpractical.com> Message-ID: <515DE949.1010700@bestpractical.com> On 04/04/2013 01:32 PM, Darin Perusich wrote: > Will this assets extension be a replacement for AssetTracker extension? I can't comment on that; I haven't actually ever looked at AssetTracker. There are almost certainly significant differences. Currently there is no tool to import AssetTracker data into our extension, though there are general import tools. It's easy to imagine demand for a conversion tool, however. From charlycr74 at yahoo.com.ar Thu Apr 4 22:00:08 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 4 Apr 2013 19:00:08 -0700 (PDT) Subject: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"' Message-ID: <1365127208.83259.YahooMailNeo@web140602.mail.bf1.yahoo.com> Hi, I've been running rt-mailgate to download my emails and today I started getting this error message on the fetchmail log. RT server error. The RT server which handled your email did not behave as expected. It said: Unknown encoding 'charset="utf-8"' at /data/rt4/sbin/../lib/RT/I18N.pm line 542. Stack: ? [/usr/local/share/perl5/Carp.pm:100] ? [/usr/local/lib64/perl5/Encode.pm:188] ? [/data/rt4/sbin/../lib/RT/I18N.pm:542] ? [/data/rt4/sbin/../lib/RT/I18N.pm:214] ? [/data/rt4/sbin/../lib/RT/I18N.pm:210] ? [/data/rt4/sbin/../lib/RT/EmailParser.pm:282] ? [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433] ? [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] This is my configuration on the RT_Config.pm: ??? Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii)); There is no configuration for this parameter on the RT_SiteConfig.pm. RT Version: 4.0.8 Do you know why this might happen? Thank you, Charly From ruz at bestpractical.com Fri Apr 5 05:04:53 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Apr 2013 13:04:53 +0400 Subject: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"' In-Reply-To: <1365127208.83259.YahooMailNeo@web140602.mail.bf1.yahoo.com> References: <1365127208.83259.YahooMailNeo@web140602.mail.bf1.yahoo.com> Message-ID: This happens when email has encoding defined, but it's not correct value. Newer versions convert such cases to "application/octet-stream". Change is in 4.0.9rc1. On Fri, Apr 5, 2013 at 6:00 AM, charlycr74 at yahoo.com.ar < charlycr74 at yahoo.com.ar> wrote: > Hi, > > I've been running rt-mailgate to download my emails and today I started > getting this error message on the fetchmail log. > > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > Unknown encoding 'charset="utf-8"' at /data/rt4/sbin/../lib/RT/I18N.pm > line 542. > > Stack: > [/usr/local/share/perl5/Carp.pm:100] > [/usr/local/lib64/perl5/Encode.pm:188] > [/data/rt4/sbin/../lib/RT/I18N.pm:542] > [/data/rt4/sbin/../lib/RT/I18N.pm:214] > [/data/rt4/sbin/../lib/RT/I18N.pm:210] > [/data/rt4/sbin/../lib/RT/EmailParser.pm:282] > [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433] > [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > > This is my configuration on the RT_Config.pm: > > Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii)); > > > There is no configuration for this parameter on the RT_SiteConfig.pm. > > RT Version: 4.0.8 > > > Do you know why this might happen? > > Thank you, Charly > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex.kucheryuk at eltoma-offshore.com Fri Apr 5 05:23:06 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Fri, 05 Apr 2013 12:23:06 +0300 Subject: [rt-users] Shredder object plugin not working Message-ID: <515E97FA.7060006@eltoma-offshore.com> Hi! Running Centos 6.3 32bit with RT 4.1.0. When I am trying to use Shredder Objects extension from web GUI I get the following error: > Shredder couldn't load object. Most probably it's not fatal error. May > be you've used Objects plugin and asked to delete object that doesn't > exist in the system. If you think that your request was correct and > it's problem of the Shredder then you can get full error message from > RT log files and send bug report. When running this extension from CLI I get the following error: > [root at centos www]# /usr/local/rt/sbin/rt-shredder --plugin > 'Objects=Queue,General' > SQL dump file is '/var/www/20130405T092111-0001.sql' > [Fri Apr 5 09:21:11 2013] [critical]: Loaded object has different id > at /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. > (/usr/local/rt/sbin/../lib/RT.pm:356) > Loaded object has different id at > /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. Output of RT log > [Fri Apr 5 09:22:29 2013] [critical]: Loaded object has different id > at /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. > (/usr/local/rt/sbin/../lib/RT.pm:356) I am trying to remove a queue using it. What could be causing it / where should I be digging ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Fri Apr 5 08:25:26 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Fri, 5 Apr 2013 05:25:26 -0700 (PDT) Subject: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"' In-Reply-To: References: <1365127208.83259.YahooMailNeo@web140602.mail.bf1.yahoo.com> Message-ID: <1365164726.48296.YahooMailNeo@web140601.mail.bf1.yahoo.com> Thank you for your answer. 1. Do you know if the tickets are still created? I wanted to validate it but we receive hundreds of emails per hour and it's difficult for me to do follow up. 2. If I update to 4.0.10 this will be solved? Thank you for your help. ________________________________ De: Ruslan Zakirov Para: "charlycr74 at yahoo.com.ar" CC: "rt-users at lists.bestpractical.com" Enviado: viernes, 5 de abril de 2013 5:04 Asunto: Re: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"' This happens when email has encoding defined, but it's not correct value. Newer versions convert such cases to "application/octet-stream". Change is in 4.0.9rc1. On Fri, Apr 5, 2013 at 6:00 AM, charlycr74 at yahoo.com.ar wrote: Hi, > >I've been running rt-mailgate to download my emails and today I started getting this error message on the fetchmail log. > >RT server error. > >The RT server which handled your email did not behave as expected. It >said: > >Unknown encoding 'charset="utf-8"' at /data/rt4/sbin/../lib/RT/I18N.pm line 542. > >Stack: >? [/usr/local/share/perl5/Carp.pm:100] >? [/usr/local/lib64/perl5/Encode.pm:188] >? [/data/rt4/sbin/../lib/RT/I18N.pm:542] >? [/data/rt4/sbin/../lib/RT/I18N.pm:214] >? [/data/rt4/sbin/../lib/RT/I18N.pm:210] >? [/data/rt4/sbin/../lib/RT/EmailParser.pm:282] >? [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433] >? [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > >This is my configuration on the RT_Config.pm: > >??? Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii)); > > >There is no configuration for this parameter on the RT_SiteConfig.pm. > >RT Version: 4.0.8 > > >Do you know why this might happen? > >Thank you, Charly > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluzz at yopmail.com Fri Apr 5 10:01:22 2013 From: bluzz at yopmail.com (bluzz) Date: Fri, 5 Apr 2013 07:01:22 -0700 (PDT) Subject: [rt-users] enforce the use of portlets on RT at a glance view Message-ID: <1365170482832-53332.post@n7.nabble.com> Hello everyone I have been looking around but couldn't find a way to do what I want. Basically, I would like to create a saved search and save it into the "RT sytem's search" and then add it into a portlet and stick that portlet to some users' RT at a glance view. I know how to do all that, but the thing is the users can ditch the portlet if they want to when they edit their RT at a glance page. I would like to know if there is a way to revoke them that right so they can't touch the portlet. However, I want to be a bit flexible and still leave them the right to add/modify their own searches and display their own RT at a glance view the way they like. is that possible ? Thanks very much ! :) -- View this message in context: http://requesttracker.8502.n7.nabble.com/enforce-the-use-of-portlets-on-RT-at-a-glance-view-tp53332.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Apr 5 10:07:12 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 5 Apr 2013 10:07:12 -0400 Subject: [rt-users] Shredder object plugin not working In-Reply-To: <515E97FA.7060006@eltoma-offshore.com> References: <515E97FA.7060006@eltoma-offshore.com> Message-ID: <20130405140712.GJ1503@jibsheet.com> On Fri, Apr 05, 2013 at 12:23:06PM +0300, Alexander Kucheryuk wrote: > Running Centos 6.3 32bit with RT 4.1.0. I assume you mean 4.0.1 > When I am trying to use Shredder Objects extension from web GUI I get the following error: > > Shredder couldn't load object. Most probably it's not fatal error. May be you've used > Objects plugin and asked to delete object that doesn't exist in the system. If you think > that your request was correct and it's problem of the Shredder then you can get full error > message from RT log files and send bug report. > > When running this extension from CLI I get the following error: > > [root at centos www]# /usr/local/rt/sbin/rt-shredder --plugin 'Objects=Queue,General' > SQL dump file is '/var/www/20130405T092111-0001.sql' > [Fri Apr 5 09:21:11 2013] [critical]: Loaded object has different id at > /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. (/usr/local/rt/sbin/../lib/RT.pm:356) > Loaded object has different id at /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. The Object plugin wants an id, not a name. rt-shredder --plugin 'Objects=Queue,1' would delete the first Queue. You can find the id on the Admin Queues page. It's throwing an error for you because it tries to compare the 'id' you fed it (General) to the id it found in the database, and of course General != 1. This could be made smarter, but it would be kind of tricky. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ram0502 at gmail.com Fri Apr 5 12:12:49 2013 From: ram0502 at gmail.com (Ram) Date: Fri, 5 Apr 2013 09:12:49 -0700 Subject: [rt-users] My Reminders Message-ID: Hola folks, Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior? thanks ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Fri Apr 5 12:16:44 2013 From: g.mason at fairfx.com (Gary Mason) Date: Fri, 5 Apr 2013 17:16:44 +0100 Subject: [rt-users] Migration to a new server Message-ID: <515EF8EC.5030502@fairfx.com> Hi, I have inherited an RT 3.6.7 system with around 300,000 tickets in it, taking up about 40GB of disk space. The hardware this runs on is getting on a bit, and response times are now getting to the frustratingly slow point. I have a new server (Debian Squeeze) on which I have managed to get RT 4.0.7 up and running via backports PPA. I have managed to include all the configuration and scrips from the existing system, and have created a few tickets in order to be able to demonstrate the updated UI/reporting/graphs etc to the helpdesk team. People here are impressed :) My problem is that I have been asked to migrate all the current tickets over to the new system in order to retain history. I have next to no postgresql knowledge and am at a loss as to how to do this. I have briefly looked at the migration documents online, but I can't find anything that resembles a "run this script, point it to the current and new installations, cross your fingers and hold your breathe ..." type of migration script that would be so useful. Is there anything that I can read, or can anyone offer some suggestions, as to how I can get the ticket information from the current to the new server ? Thanks, Gary From sergio.mesquitaa at gmail.com Fri Apr 5 12:22:15 2013 From: sergio.mesquitaa at gmail.com (Sergio Mesquita) Date: Fri, 5 Apr 2013 17:22:15 +0100 Subject: [rt-users] Migration to a new server In-Reply-To: <515EF8EC.5030502@fairfx.com> References: <515EF8EC.5030502@fairfx.com> Message-ID: Hello Gary! The better way it?s to dump your database. After that, you need to upload to the new server, and finaly use the comand make upgrad database. I upgrade my server from 3.6.0 to 4.0.10. Works like a charm. 2013/4/5 Gary Mason > Hi, > > I have inherited an RT 3.6.7 system with around 300,000 tickets in it, > taking up about 40GB of disk space. > > The hardware this runs on is getting on a bit, and response times are now > getting to the frustratingly slow point. > > I have a new server (Debian Squeeze) on which I have managed to get RT > 4.0.7 up and running via backports PPA. I have managed to include all the > configuration and scrips from the existing system, and have created a few > tickets in order to be able to demonstrate the updated UI/reporting/graphs > etc to the helpdesk team. People here are impressed :) > > My problem is that I have been asked to migrate all the current tickets > over to the new system in order to retain history. I have next to no > postgresql knowledge and am at a loss as to how to do this. I have briefly > looked at the migration documents online, but I can't find anything that > resembles a "run this script, point it to the current and new > installations, cross your fingers and hold your breathe ..." type of > migration script that would be so useful. > > Is there anything that I can read, or can anyone offer some suggestions, > as to how I can get the ticket information from the current to the new > server ? > > Thanks, > Gary > -- Cumprimentos/Mit freundlichen Gruss/Best Regards Sergio Mesquita Phone: e-mail:sergio.mesquitaa at gmail.com www.gmail.com ------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Apr 5 12:22:25 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 5 Apr 2013 11:22:25 -0500 Subject: [rt-users] Migration to a new server In-Reply-To: <515EF8EC.5030502@fairfx.com> References: <515EF8EC.5030502@fairfx.com> Message-ID: <20130405162225.GQ32580@aart.rice.edu> On Fri, Apr 05, 2013 at 05:16:44PM +0100, Gary Mason wrote: > Hi, > > I have inherited an RT 3.6.7 system with around 300,000 tickets in > it, taking up about 40GB of disk space. > > The hardware this runs on is getting on a bit, and response times > are now getting to the frustratingly slow point. > > I have a new server (Debian Squeeze) on which I have managed to get > RT 4.0.7 up and running via backports PPA. I have managed to > include all the configuration and scrips from the existing system, > and have created a few tickets in order to be able to demonstrate > the updated UI/reporting/graphs etc to the helpdesk team. People > here are impressed :) > > My problem is that I have been asked to migrate all the current > tickets over to the new system in order to retain history. I have > next to no postgresql knowledge and am at a loss as to how to do > this. I have briefly looked at the migration documents online, but I > can't find anything that resembles a "run this script, point it to > the current and new installations, cross your fingers and hold your > breathe ..." type of migration script that would be so useful. > > Is there anything that I can read, or can anyone offer some > suggestions, as to how I can get the ticket information from the > current to the new server ? > > Thanks, > Gary > Hi Gary, There are README and UPGRADING documents that come in the source distribution from Best Practical. You will need to follow those documents to upgrade the current database. Regards, Ken From sergio.mesquitaa at gmail.com Fri Apr 5 12:23:38 2013 From: sergio.mesquitaa at gmail.com (Sergio Mesquita) Date: Fri, 5 Apr 2013 17:23:38 +0100 Subject: [rt-users] Help with RT Message-ID: Hello All! Need your help, to make one change. I have my RT working using this access http://IP/rt. How can I change apahce settings so this works on http://IP. I try a lot f settings, but witouht any sucess. -- Cumprimentos/Mit freundlichen Gruss/Best Regards Sergio Mesquita Phone: e-mail:sergio.mesquitaa at gmail.com www.gmail.com ------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Fri Apr 5 12:28:26 2013 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 5 Apr 2013 12:28:26 -0400 Subject: [rt-users] Help with RT In-Reply-To: References: Message-ID: Show us your apache config for this site. On Friday, April 5, 2013, Sergio Mesquita wrote: > Hello All! > > Need your help, to make one change. > I have my RT working using this access http://IP/rt. > How can I change apahce settings so this works on http://IP. > > I try a lot f settings, but witouht any sucess. > > -- > Cumprimentos/Mit freundlichen Gruss/Best Regards > > Sergio Mesquita > Phone: > e-mail:sergio.mesquitaa at gmail.com 'e-mail%3Asergio.mesquitaa at gmail.com');> > www.gmail.com > ------------------------------------------------------------------------------ > > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From misilot at fit.edu Fri Apr 5 12:58:52 2013 From: misilot at fit.edu (Thomas Misilo) Date: Fri, 5 Apr 2013 16:58:52 +0000 Subject: [rt-users] Jabber Support or IRC Message-ID: <62CE05ACA8D0F145A68573455B2F6BF6417E73F0@EX10-BE2.fit.edu> Hi, I was wondering if it is possible to have RT when a new ticket is created, to have it send an alert to a specific jabber (XMPP) user or to an IRC channel? Thanks! Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Fri Apr 5 13:05:12 2013 From: jra at baylink.com (Jay Ashworth) Date: Fri, 5 Apr 2013 13:05:12 -0400 (EDT) Subject: [rt-users] Jabber Support or IRC In-Reply-To: <62CE05ACA8D0F145A68573455B2F6BF6417E73F0@EX10-BE2.fit.edu> Message-ID: <25117085.1068.1365181512694.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Thomas Misilo" > I was wondering if it is possible to have RT when a new ticket is > created, to have it send an alert to a specific jabber (XMPP) user or > to an IRC channel? I think I'd look at irker, if you didn't already know it existed. Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 From misilot at fit.edu Fri Apr 5 13:09:54 2013 From: misilot at fit.edu (Thomas Misilo) Date: Fri, 5 Apr 2013 17:09:54 +0000 Subject: [rt-users] REST API and WebExternal Auth In-Reply-To: <20130206171600.GK1773@jibsheet.com> References: <62CE05ACA8D0F145A68573455B2F6BF6308E7DD6@EX10-BE1.fit.edu> <20130206171600.GK1773@jibsheet.com> Message-ID: <62CE05ACA8D0F145A68573455B2F6BF6417E74A7@EX10-BE2.fit.edu> > > On Tue, Feb 05, 2013 at 07:58:29PM +0000, Thomas Misilo wrote: > > I was wondering if it would be possible to use the REST API and an > External Auth? I keep > > getting redirected, when I try curling a url. Also, I was wondering if > anyone has created a > > page that shows all current open tickets, and all current > opened/unclaimed tickets? > > Is the user who is logging in via REST marked as Privileged in the admin UI? > If not, they don't have access. You'll either need to allow Unprivileged users > access in the config or mark your users Privileged. > > But, logging into REST with an RT-Authen-ExternalAuth provided password > works just fine. > Sorry for taking so long to get back to this, other projects have come up that took priority. I have these following settings in my RT_SiteConfig.pm Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); And the following in my apache config: # Authtype CAS Authtype CAS require valid-user SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server So, when I try to go to the rest API, it redirects to CAS, so I cannot use a local account, or at least I cannot figure out how I would be able to. Is there something I am missing? Thanks, Tom From sergio.mesquitaa at gmail.com Fri Apr 5 13:11:46 2013 From: sergio.mesquitaa at gmail.com (Sergio Mesquita) Date: Fri, 5 Apr 2013 18:11:46 +0100 Subject: [rt-users] Help with RT In-Reply-To: References: Message-ID: Helo Paul! Just upload the two files. Httpd.conf and Rt.conf Thanks for your help 2013/4/5 Paul Tomblin > Show us your apache config for this site. > > > On Friday, April 5, 2013, Sergio Mesquita wrote: > >> Hello All! >> >> Need your help, to make one change. >> I have my RT working using this access http://IP/rt. >> How can I change apahce settings so this works on http://IP. >> >> I try a lot f settings, but witouht any sucess. >> >> -- >> Cumprimentos/Mit freundlichen Gruss/Best Regards >> >> Sergio Mesquita >> Phone: >> e-mail:sergio.mesquitaa at gmail.com >> www.gmail.com >> ------------------------------------------------------------------------------ >> >> > > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > > -- Cumprimentos/Mit freundlichen Gruss/Best Regards Sergio Mesquita Phone: e-mail:sergio.mesquitaa at gmail.com www.gmail.com ------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: httpd.conf Type: application/octet-stream Size: 34421 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt.conf Type: application/octet-stream Size: 487 bytes Desc: not available URL: From misilot at fit.edu Fri Apr 5 13:20:42 2013 From: misilot at fit.edu (Thomas Misilo) Date: Fri, 5 Apr 2013 17:20:42 +0000 Subject: [rt-users] Jabber Support or IRC In-Reply-To: <25117085.1068.1365181512694.JavaMail.root@benjamin.baylink.com> References: <62CE05ACA8D0F145A68573455B2F6BF6417E73F0@EX10-BE2.fit.edu> <25117085.1068.1365181512694.JavaMail.root@benjamin.baylink.com> Message-ID: <62CE05ACA8D0F145A68573455B2F6BF6417E74FB@EX10-BE2.fit.edu> > > > I was wondering if it is possible to have RT when a new ticket is > > created, to have it send an alert to a specific jabber (XMPP) user or > > to an IRC channel? > > I think I'd look at irker, if you didn't already know it existed. > > Cheers, > -- jra Thanks, I will look into that. Can RT4 send out JSON when a ticket is created? From ptomblin at xcski.com Fri Apr 5 13:20:59 2013 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 5 Apr 2013 13:20:59 -0400 Subject: [rt-users] Help with RT In-Reply-To: References: Message-ID: In your rt.conf, change the "Alias" and "ScriptAlias" lines to Alias /NoAuth/images /usr/local/rt/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/ I don't believe any other changes are required. Restart Apache. On Fri, Apr 5, 2013 at 1:11 PM, Sergio Mesquita wrote: > Helo Paul! > > Just upload the two files. > Httpd.conf and Rt.conf > > Thanks for your help > > > 2013/4/5 Paul Tomblin > >> Show us your apache config for this site. >> >> >> On Friday, April 5, 2013, Sergio Mesquita wrote: >> >>> Hello All! >>> >>> Need your help, to make one change. >>> I have my RT working using this access http://IP/rt. >>> How can I change apahce settings so this works on http://IP. >>> >>> I try a lot f settings, but witouht any sucess. >>> >>> -- >>> Cumprimentos/Mit freundlichen Gruss/Best Regards >>> >>> Sergio Mesquita >>> Phone: >>> e-mail:sergio.mesquitaa at gmail.com >>> www.gmail.com >>> ------------------------------------------------------------------------------ >>> >>> >> >> >> -- >> http://www.linkedin.com/in/paultomblin >> http://careers.stackoverflow.com/ptomblin >> >> > > > -- > Cumprimentos/Mit freundlichen Gruss/Best Regards > > Sergio Mesquita > Phone: > e-mail:sergio.mesquitaa at gmail.com > www.gmail.com > ------------------------------------------------------------------------------ > > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Apr 5 13:22:59 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 05 Apr 2013 10:22:59 -0700 Subject: [rt-users] Jabber Support or IRC In-Reply-To: <62CE05ACA8D0F145A68573455B2F6BF6417E74FB@EX10-BE2.fit.edu> References: <62CE05ACA8D0F145A68573455B2F6BF6417E73F0@EX10-BE2.fit.edu> <25117085.1068.1365181512694.JavaMail.root@benjamin.baylink.com> <62CE05ACA8D0F145A68573455B2F6BF6417E74FB@EX10-BE2.fit.edu> Message-ID: <515F0873.5010106@bestpractical.com> On 04/05/2013 10:20 AM, Thomas Misilo wrote: > Thanks, I will look into that. Can RT4 send out JSON when a ticket is created? It's just code. It can do whatever you want it to do if you write the scrip. It doesn't do what you want out of the box. From sergio.mesquitaa at gmail.com Fri Apr 5 13:54:29 2013 From: sergio.mesquitaa at gmail.com (Sergio Mesquita) Date: Fri, 5 Apr 2013 18:54:29 +0100 Subject: [rt-users] Help with RT In-Reply-To: References: Message-ID: Hi Paul! I make those changes, but without any sucess. Stil have this message. You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sales at bestpractical.com. 2013/4/5 Paul Tomblin > In your rt.conf, change the "Alias" and "ScriptAlias" lines to > Alias /NoAuth/images /usr/local/rt/share/html/NoAuth/images/ > ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/ > > I don't believe any other changes are required. Restart Apache. > > > > On Fri, Apr 5, 2013 at 1:11 PM, Sergio Mesquita < > sergio.mesquitaa at gmail.com> wrote: > >> Helo Paul! >> >> Just upload the two files. >> Httpd.conf and Rt.conf >> >> Thanks for your help >> >> >> 2013/4/5 Paul Tomblin >> >>> Show us your apache config for this site. >>> >>> >>> On Friday, April 5, 2013, Sergio Mesquita wrote: >>> >>>> Hello All! >>>> >>>> Need your help, to make one change. >>>> I have my RT working using this access http://IP/rt. >>>> How can I change apahce settings so this works on http://IP. >>>> >>>> I try a lot f settings, but witouht any sucess. >>>> >>>> -- >>>> Cumprimentos/Mit freundlichen Gruss/Best Regards >>>> >>>> Sergio Mesquita >>>> Phone: >>>> e-mail:sergio.mesquitaa at gmail.com >>>> www.gmail.com >>>> ------------------------------------------------------------------------------ >>>> >>>> >>> >>> >>> -- >>> http://www.linkedin.com/in/paultomblin >>> http://careers.stackoverflow.com/ptomblin >>> >>> >> >> >> -- >> Cumprimentos/Mit freundlichen Gruss/Best Regards >> >> Sergio Mesquita >> Phone: >> e-mail:sergio.mesquitaa at gmail.com >> www.gmail.com >> ------------------------------------------------------------------------------ >> >> > > > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > -- Cumprimentos/Mit freundlichen Gruss/Best Regards Sergio Mesquita Phone: e-mail:sergio.mesquitaa at gmail.com www.gmail.com ------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkperla at ucdavis.edu Fri Apr 5 13:58:14 2013 From: jkperla at ucdavis.edu (Jourdan Perla) Date: Fri, 5 Apr 2013 17:58:14 +0000 Subject: [rt-users] Migration to a new server In-Reply-To: References: <515EF8EC.5030502@fairfx.com> Message-ID: That's the way to do it. Just a warning. You will overwrite all the tickets on your new server, so I hope you're not in production yet. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sergio Mesquita Sent: Friday, April 05, 2013 9:22 AM To: Gary Mason Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Migration to a new server Hello Gary! The better way it?s to dump your database. After that, you need to upload to the new server, and finaly use the comand make upgrad database. I upgrade my server from 3.6.0 to 4.0.10. Works like a charm. 2013/4/5 Gary Mason > Hi, I have inherited an RT 3.6.7 system with around 300,000 tickets in it, taking up about 40GB of disk space. The hardware this runs on is getting on a bit, and response times are now getting to the frustratingly slow point. I have a new server (Debian Squeeze) on which I have managed to get RT 4.0.7 up and running via backports PPA. I have managed to include all the configuration and scrips from the existing system, and have created a few tickets in order to be able to demonstrate the updated UI/reporting/graphs etc to the helpdesk team. People here are impressed :) My problem is that I have been asked to migrate all the current tickets over to the new system in order to retain history. I have next to no postgresql knowledge and am at a loss as to how to do this. I have briefly looked at the migration documents online, but I can't find anything that resembles a "run this script, point it to the current and new installations, cross your fingers and hold your breathe ..." type of migration script that would be so useful. Is there anything that I can read, or can anyone offer some suggestions, as to how I can get the ticket information from the current to the new server ? Thanks, Gary -- Cumprimentos/Mit freundlichen Gruss/Best Regards Sergio Mesquita Phone: e-mail:sergio.mesquitaa at gmail.com www.gmail.com ------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Fri Apr 5 14:04:20 2013 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 5 Apr 2013 14:04:20 -0400 Subject: [rt-users] Help with RT In-Reply-To: References: Message-ID: Sorry, you also need to modify your RT_SiteConfig.pm: Set($WebPath, ""); On Fri, Apr 5, 2013 at 1:54 PM, Sergio Mesquita wrote: > Hi Paul! > > I make those changes, but without any sucess. > Stil have this message. > > You're almost there!You haven't yet configured your webserver to run RT. > You appear to have installed RT's web interface correctly, but haven't yet > configured your web server to "run" the RT server which powers the web > interface. The next step is to edit your webserver's configuration file to > instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need > commercial support, please contact us at sales at bestpractical.com. > > > 2013/4/5 Paul Tomblin > >> In your rt.conf, change the "Alias" and "ScriptAlias" lines to >> Alias /NoAuth/images /usr/local/rt/share/html/NoAuth/images/ >> ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/ >> >> I don't believe any other changes are required. Restart Apache. >> >> >> >> On Fri, Apr 5, 2013 at 1:11 PM, Sergio Mesquita < >> sergio.mesquitaa at gmail.com> wrote: >> >>> Helo Paul! >>> >>> Just upload the two files. >>> Httpd.conf and Rt.conf >>> >>> Thanks for your help >>> >>> >>> 2013/4/5 Paul Tomblin >>> >>>> Show us your apache config for this site. >>>> >>>> >>>> On Friday, April 5, 2013, Sergio Mesquita wrote: >>>> >>>>> Hello All! >>>>> >>>>> Need your help, to make one change. >>>>> I have my RT working using this access http://IP/rt. >>>>> How can I change apahce settings so this works on http://IP. >>>>> >>>>> I try a lot f settings, but witouht any sucess. >>>>> >>>>> -- >>>>> Cumprimentos/Mit freundlichen Gruss/Best Regards >>>>> >>>>> Sergio Mesquita >>>>> Phone: >>>>> e-mail:sergio.mesquitaa at gmail.com >>>>> www.gmail.com >>>>> ------------------------------------------------------------------------------ >>>>> >>>>> >>>> >>>> >>>> -- >>>> http://www.linkedin.com/in/paultomblin >>>> http://careers.stackoverflow.com/ptomblin >>>> >>>> >>> >>> >>> -- >>> Cumprimentos/Mit freundlichen Gruss/Best Regards >>> >>> Sergio Mesquita >>> Phone: >>> e-mail:sergio.mesquitaa at gmail.com >>> www.gmail.com >>> ------------------------------------------------------------------------------ >>> >>> >> >> >> >> -- >> http://www.linkedin.com/in/paultomblin >> http://careers.stackoverflow.com/ptomblin >> > > > > -- > Cumprimentos/Mit freundlichen Gruss/Best Regards > > Sergio Mesquita > Phone: > e-mail:sergio.mesquitaa at gmail.com > www.gmail.com > ------------------------------------------------------------------------------ > > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri Apr 5 15:19:17 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 5 Apr 2013 15:19:17 -0400 Subject: [rt-users] User is failing to create a ticket In-Reply-To: References: Message-ID: On Mon, Mar 25, 2013 at 12:10 PM, Asif Iqbal wrote: > Set( @Plugins, qw( RT::Authen::ExternalAuth ) ); > Set($ExternalAuthPriority, [ 'AD', 'MySQL' ]); > Set($ExternalInfoPriority, [ 'AD' ]); > Set($ExternalServiceUsesSSLorTLS, 1); > Set($AutoCreateNonExternalUsers, 0); > Should I just change $AutoCreateNonExternalUsers to 1 to fix this issue ? I am been looking through lots of discussion including one of my old email. Short from using a User_Local.pm provided by ktm at rice I don't see any one solution that fixed the issue. Still crawling through the mailing list archive. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Apr 5 17:14:07 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 6 Apr 2013 01:14:07 +0400 Subject: [rt-users] enforce the use of portlets on RT at a glance view In-Reply-To: <1365170482832-53332.post@n7.nabble.com> References: <1365170482832-53332.post@n7.nabble.com> Message-ID: So far is the only way is to do daily/weekly checks with a script and re-add the search back in case a user deleted it from his "at glance" page. On Fri, Apr 5, 2013 at 6:01 PM, bluzz wrote: > Hello everyone > > I have been looking around but couldn't find a way to do what I want. > > Basically, I would like to create a saved search and save it into the "RT > sytem's search" and then add it into a portlet and stick that portlet to > some users' RT at a glance view. > > I know how to do all that, but the thing is the users can ditch the portlet > if they want to when they edit their RT at a glance page. I would like to > know if there is a way to revoke them that right so they can't touch the > portlet. However, I want to be a bit flexible and still leave them the > right > to add/modify their own searches and display their own RT at a glance view > the way they like. > > is that possible ? > > Thanks very much ! :) > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/enforce-the-use-of-portlets-on-RT-at-a-glance-view-tp53332.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Apr 5 17:17:16 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 6 Apr 2013 01:17:16 +0400 Subject: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"' In-Reply-To: <1365164726.48296.YahooMailNeo@web140601.mail.bf1.yahoo.com> References: <1365127208.83259.YahooMailNeo@web140602.mail.bf1.yahoo.com> <1365164726.48296.YahooMailNeo@web140601.mail.bf1.yahoo.com> Message-ID: On Fri, Apr 5, 2013 at 4:25 PM, charlycr74 at yahoo.com.ar < charlycr74 at yahoo.com.ar> wrote: > Thank you for your answer. > > 1. Do you know if the tickets are still created? I wanted to validate it > but we receive hundreds of emails per hour and it's difficult for me to do > follow up. > > no, tickets are not created > 2. If I update to 4.0.10 this will be solved? > > yes. > Thank you for your help. > > > ------------------------------ > *De:* Ruslan Zakirov > *Para:* "charlycr74 at yahoo.com.ar" > *CC:* "rt-users at lists.bestpractical.com" > > *Enviado:* viernes, 5 de abril de 2013 5:04 > *Asunto:* Re: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"' > > This happens when email has encoding defined, but it's not correct value. > Newer versions convert such cases to "application/octet-stream". Change is > in 4.0.9rc1. > > > On Fri, Apr 5, 2013 at 6:00 AM, charlycr74 at yahoo.com.ar < > charlycr74 at yahoo.com.ar> wrote: > > Hi, > > I've been running rt-mailgate to download my emails and today I started > getting this error message on the fetchmail log. > > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > Unknown encoding 'charset="utf-8"' at /data/rt4/sbin/../lib/RT/I18N.pm > line 542. > > Stack: > [/usr/local/share/perl5/Carp.pm:100] > [/usr/local/lib64/perl5/Encode.pm:188] > [/data/rt4/sbin/../lib/RT/I18N.pm:542] > [/data/rt4/sbin/../lib/RT/I18N.pm:214] > [/data/rt4/sbin/../lib/RT/I18N.pm:210] > [/data/rt4/sbin/../lib/RT/EmailParser.pm:282] > [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433] > [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > > This is my configuration on the RT_Config.pm: > > Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii)); > > > There is no configuration for this parameter on the RT_SiteConfig.pm. > > RT Version: 4.0.8 > > > Do you know why this might happen? > > Thank you, Charly > > > > > -- > Best regards, Ruslan. > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjohnson at eclypse.org Fri Apr 5 18:43:41 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Fri, 5 Apr 2013 17:43:41 -0500 Subject: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unkown Column Message-ID: I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7. I backed up the existing database and loaded it a new database according the the instructions in UPGRADING.mysql. I reached the point where I believed it was time to perform the first stage of the database upgrades, and used a command like this: rt-setup-database-4 --action upgrade --dba user --dba-password password Here's what I saw: Working with: Type: mysql Host: localhost Name: /var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb User: DBA: user Enter RT version you're upgrading from: 3.4.5 Going to apply following upgrades: * 3.5.1 * ... * 4.0.6 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: 3.7.87 Going to apply following upgrades: * 3.5.1 * 3.7.1 * 3.7.3 * 3.7.10 * 3.7.15 * 3.7.19 * 3.7.81 * 3.7.82 * 3.7.85 * 3.7.86 * 3.7.87 IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.5.1 Now inserting data. Processing 3.7.1 Now inserting data. Processing 3.7.3 Now populating database schema. [Fri Apr 5 21:40:38 2013] [crit]: DBD::mysql::st execute failed: Unknown column 'Pattern' in 'CustomFields' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::mysql::st execute failed: Unknown column 'Pattern' in 'CustomFields' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. So I thought that perhaps there was some bogus column in the old database: mysql> use rt3 Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> show tables; +-------------------------+ | Tables_in_rt3 | +-------------------------+ | ACL | | Attachments | | Attributes | | CachedGroupMembers | | CustomFieldValues | | CustomFields | | GroupMembers | | Groups | | Links | | ObjectCustomFieldValues | | ObjectCustomFields | | Principals | | Queues | | ScripActions | | ScripConditions | | Scrips | | Templates | | TicketCustomFieldValues | | Tickets | | Transactions | | Users | | sessions | +-------------------------+ 22 rows in set (0.00 sec)ysql> describe CustomFields; +---------------+--------------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +---------------+--------------+------+-----+---------+----------------+ | id | int(11) | NO | PRI | NULL | auto_increment | | Name | varchar(200) | YES | | NULL | | | Type | varchar(200) | YES | | NULL | | | Queue | int(11) | NO | | 0 | | | Description | varchar(255) | YES | | NULL | | | SortOrder | int(11) | NO | | 0 | | | Creator | int(11) | NO | | 0 | | | Created | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | NO | | 0 | | | LastUpdated | datetime | YES | | NULL | | | Disabled | smallint(6) | NO | MUL | 0 | | +---------------+--------------+------+-----+---------+----------------+ 11 rows in set (0.00 sec) I don't see that column in that table in the original database. Can anyone point me in the right direction? Ken From falcone at bestpractical.com Fri Apr 5 18:56:02 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 5 Apr 2013 18:56:02 -0400 Subject: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unkown Column In-Reply-To: References: Message-ID: <20130405225602.GK1503@jibsheet.com> On Fri, Apr 05, 2013 at 05:43:41PM -0500, Ken Johnson wrote: > I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7. > > I backed up the existing database and loaded it a new database according the > the instructions in UPGRADING.mysql. I reached the point where I believed > it was time to perform the first stage of the database upgrades, and used a > command like this: > > rt-setup-database-4 --action upgrade --dba user --dba-password password > Enter RT version you're upgrading from: 3.4.5 It looks like at some point in the past - someone upgraded you to 3.4.5 without running the database upgrades. Version 3.3.0 of RT added the Pattern column to the CustomFields table. https://github.com/bestpractical/rt/blob/stable/etc/upgrade/3.3.0/schema.mysql I'd be really concerned and be looking to see what else between your older version and 3.4.5 was never upgraded. -kevin > +---------------+--------------+------+-----+---------+----------------+ > | Field | Type | Null | Key | Default | Extra | > +---------------+--------------+------+-----+---------+----------------+ > | id | int(11) | NO | PRI | NULL | auto_increment | > | Name | varchar(200) | YES | | NULL | | > | Type | varchar(200) | YES | | NULL | | > | Queue | int(11) | NO | | 0 | | > | Description | varchar(255) | YES | | NULL | | > | SortOrder | int(11) | NO | | 0 | | > | Creator | int(11) | NO | | 0 | | > | Created | datetime | YES | | NULL | | > | LastUpdatedBy | int(11) | NO | | 0 | | > | LastUpdated | datetime | YES | | NULL | | > | Disabled | smallint(6) | NO | MUL | 0 | | > +---------------+--------------+------+-----+---------+----------------+ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tim at marchex.com Fri Apr 5 21:02:04 2013 From: tim at marchex.com (Tim Wiley) Date: Fri, 05 Apr 2013 18:02:04 -0700 Subject: [rt-users] New Ticket Menu Permissions Message-ID: <515F740C.3060100@marchex.com> Hey folks. Let me start by saying that I'm in the process of upgrading our RT install from 3.6.3 to 4.0.10. That said, I'm having an issue with some permissions that I'd really like to get figured out for a queue that I've setup prior to the upgrade. In 3.6.3, it appears that a user needs SeeQueue in order to see a particular queue in the "New ticket in" drop down menu. Ideally that should only require CreateTicket. How can I change that so that a user only needs CreateTicket rights? It looks like this is also a problem in 4.0.10, so your time helping me with 3.6.3 won't be completely wasted on an old version. Thank you in advance. From tim at marchex.com Fri Apr 5 21:13:24 2013 From: tim at marchex.com (Tim Wiley) Date: Fri, 05 Apr 2013 18:13:24 -0700 Subject: [rt-users] New Ticket Menu Permissions In-Reply-To: <515F740C.3060100@marchex.com> References: <515F740C.3060100@marchex.com> Message-ID: <515F76B4.4070002@marchex.com> On 04/05/2013 06:02 PM, Tim Wiley wrote: > Hey folks. Let me start by saying that I'm in the process of upgrading > our RT install from 3.6.3 to 4.0.10. That said, I'm having an issue > with some permissions that I'd really like to get figured out for a > queue that I've setup prior to the upgrade. > > In 3.6.3, it appears that a user needs SeeQueue in order to see a > particular queue in the "New ticket in" drop down menu. Ideally that > should only require CreateTicket. How can I change that so that a user > only needs CreateTicket rights? It looks like this is also a problem in > 4.0.10, so your time helping me with 3.6.3 won't be completely wasted on > an old version. > > Thank you in advance. Ignore me. I played with this some more & realize now what SeeQueue accomplishes. I was trying to use it improperly. My apologies. From kjohnson at eclypse.org Fri Apr 5 23:24:36 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Fri, 5 Apr 2013 22:24:36 -0500 Subject: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unkown Column In-Reply-To: <20130405225602.GK1503@jibsheet.com> References: <20130405225602.GK1503@jibsheet.com> Message-ID: <4784111E06594F439576B67C46291F07@KJDESKTOP> On Fri, Apr 05, 2013 at 05:43:41PM -0500, Ken Johnson wrote: > I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7. > > I backed up the existing database and loaded it a new database > according the the instructions in UPGRADING.mysql. I reached the > point where I believed it was time to perform the first stage of the > database upgrades, and used a command like this: > > rt-setup-database-4 --action upgrade --dba user --dba-password > password Enter RT version you're upgrading from: 3.4.5 It looks like at some point in the past - someone upgraded you to 3.4.5 without running the database upgrades. Version 3.3.0 of RT added the Pattern column to the CustomFields table. https://github.com/bestpractical/rt/blob/stable/etc/upgrade/3.3.0/schema.mys ql I'd be really concerned and be looking to see what else between your older version and 3.4.5 was never upgraded. -kevin > +---------------+--------------+------+-----+---------+----------------+ > | Field | Type | Null | Key | Default | Extra | > +---------------+--------------+------+-----+---------+----------------+ > | id | int(11) | NO | PRI | NULL | auto_increment | > | Name | varchar(200) | YES | | NULL | | > | Type | varchar(200) | YES | | NULL | | > | Queue | int(11) | NO | | 0 | | > | Description | varchar(255) | YES | | NULL | | > | SortOrder | int(11) | NO | | 0 | | > | Creator | int(11) | NO | | 0 | | > | Created | datetime | YES | | NULL | | > | LastUpdatedBy | int(11) | NO | | 0 | | > | LastUpdated | datetime | YES | | NULL | | > | Disabled | smallint(6) | NO | MUL | 0 | | > +---------------+--------------+------+-----+---------+----------------+ Kevin, Thank you for replying! I can look into the database upgrade issue. I'm still confused, though. Why don't I see the the Pattern field in my 3.4.5 database in the CustomFields table (shown above)? Where would I look for it if not there? Or is it there but I don't recognize it? Ken From kenn.crocker at gmail.com Sat Apr 6 12:13:59 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Sat, 6 Apr 2013 11:13:59 -0500 Subject: [rt-users] Why RT? In-Reply-To: <515D54A2.1020608@good-stuff.co.uk> References: <515D54A2.1020608@good-stuff.co.uk> Message-ID: Mark, I haven't worked with the tools you mentioned, but I can tell you that RT is designed and written to be very flexible. Rather than design a bunch of stuff that has to be ripped out or re-worked, Best Practical gives you a system that acts as a foundation from which you can EASILY add more functionality as you evolve your processes. As a consultant, I have worked with many other tools from very large companies like IBM, HP as well as seen some Enterprise level cloud systems like Daptiv and although RT doesn't give you the "Enterprise" perspective, it does give you more design flexibility than any of them as well as one of the best ticketing systems I've seen. The ability to design different functions and processes for each individual Queue, as well as permissions on that same level, allows you to apply multiple approaches and designs to answer your process needs. Do you remember the TV commercial where the guy is walking thru a Circuit City store and states "I could have got a better TV, FOR LESS!". Well, that's RT. Kenn On Thu, Apr 4, 2013 at 5:23 AM, Mark Goodge wrote: > As part of a report I'm putting together for our management, I'd > appreciate comments from other RT users as to why you chose RT over other > ticketing systems. In particular, I'm interested to know what > features/benefits RT provides you as compared with other open source > ticketing systems such as osTicket and OTRS. > > All comments gratefully received! > > Cheers > > Mark > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Sat Apr 6 12:36:06 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 6 Apr 2013 12:36:06 -0400 Subject: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unkown Column In-Reply-To: <4784111E06594F439576B67C46291F07@KJDESKTOP> References: <20130405225602.GK1503@jibsheet.com> <4784111E06594F439576B67C46291F07@KJDESKTOP> Message-ID: <20130406163606.GL1503@jibsheet.com> > Thank you for replying! I can look into the database upgrade issue. > > I'm still confused, though. Why don't I see the the Pattern field in my > 3.4.5 database in the CustomFields table (shown above)? Frommy original reply: >> It looks like at some point in the past - someone upgraded you to >> 3.4.5 without running the database upgrades. Version 3.3.0 of RT added the >> Pattern column to the CustomFields table. So, whoever did a 3.2 -> 3.4 upgrade for you missed part of the upgrade. The Pattern field was new as part of that upgrade. > Where would I look > for it if not there? Or is it there but I don't recognize it? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alex.kucheryuk at eltoma-offshore.com Mon Apr 8 04:46:51 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Mon, 08 Apr 2013 11:46:51 +0300 Subject: [rt-users] Articles Message-ID: <516283FB.3070906@eltoma-offshore.com> Hi! Running RT 4.0.1 on CentOS 6.3. Got a few questions: * How can I remove class from articles ? I know I have to use shredder - objects plugin but I am not sure which field to use for that. * How can I create topics for articles ? * How can I add content to articles ? The section for adding content contains only header. I was under impression there supposed to be WYSIWYG text editor * Where can I find more information on articles in RT ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Apr 8 08:12:47 2013 From: bart at pleh.info (Bart) Date: Mon, 8 Apr 2013 14:12:47 +0200 Subject: [rt-users] Why RT? In-Reply-To: References: <515D54A2.1020608@good-stuff.co.uk> Message-ID: Hi, I'd have to agree that the amount of flexibility is what got us to work with RT. By default you get a framework, which is rather basic (ticket id, priority, owner and requestor, etc.). From there you can develop lifecycles (sounds complicated, but it's a simple config) which you can dedicate to separate queue's allowing you to have different processes per queue + the custom fields make it extremely easy to extend information linked to tickets, queues, groups, users. Overall this flexibility is what got us to use RT, it can easily support most of our processes which basically comes down to these processes/departement that we have in RT: - Incident, problem, change registration/management - Projectmanagement - Bug-tracking - Testing - Development - CRM Hope this gives you some insights. 2013/4/6 Kenneth Crocker > Mark, > > I haven't worked with the tools you mentioned, but I can tell you that RT > is designed and written to be very flexible. Rather than design a bunch of > stuff that has to be ripped out or re-worked, Best Practical gives you a > system that acts as a foundation from which you can EASILY add more > functionality as you evolve your processes. As a consultant, I have worked > with many other tools from very large companies like IBM, HP as well as > seen some Enterprise level cloud systems like Daptiv and although RT > doesn't give you the "Enterprise" perspective, it does give you more design > flexibility than any of them as well as one of the best ticketing systems > I've seen. The ability to design different functions and processes for each > individual Queue, as well as permissions on that same level, allows you to > apply multiple approaches and designs to answer your process needs. Do you > remember the TV commercial where the guy is walking thru a Circuit City > store and states "I could have got a better TV, FOR LESS!". Well, that's RT. > > Kenn > > > On Thu, Apr 4, 2013 at 5:23 AM, Mark Goodge wrote: > >> As part of a report I'm putting together for our management, I'd >> appreciate comments from other RT users as to why you chose RT over other >> ticketing systems. In particular, I'm interested to know what >> features/benefits RT provides you as compared with other open source >> ticketing systems such as osTicket and OTRS. >> >> All comments gratefully received! >> >> Cheers >> >> Mark >> > > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From flavio.moringa at caixamagica.pt Mon Apr 8 10:22:18 2013 From: flavio.moringa at caixamagica.pt (Flavio Moringa) Date: Mon, 8 Apr 2013 15:22:18 +0100 Subject: [rt-users] cli command to delete old tickets with shredder Message-ID: I guys, I haven't come across a straight answer to this, so my apologies if this has been answered before. I have a 3.6 Request Tracker instance running.... (and no.. updating right now is not possible).... I want to delete all tickets (and respective attachments, etc) that are older than 2 years... My approach is using rt-shredder... by installing the cpan module ( http://search.cpan.org/dist/RTx-Shredder/lib/RTx/Shredder.pm) So what is the cli command to do this? I don't need backups.. so no dump is required.... I have about 600 Gb worth of data.... 99% on the attachments table.... And want to clean all this up... There is an answer on the mailling list about this on Jul 13, 2004... that simply says that to delete for a giving year do: rtx-shredder YYYY-MM-DD But seems to old... Can you help me? seems like a basic think to do... Thanks in advance. Yours trully *Fl?vio Moringa* Project Leader Caixa M?gica Software Energia Open Source Rua Soeiro Pereira Gomes, Lote 1 - 4.? B, Edif?cio Espanha, 1600-196 Lisboa - Portugal Tel.: +351 217 921 260 Fax: +351 217 921 261 http://www.caixamagica.pt https://twitter.com/flaviomoringa https://www.facebook.com/flaviomoringa http://pt.linkedin.com/in/flaviomoringa http://people.caixamagica.pt/flaviomoringa -------------- next part -------------- An HTML attachment was scrubbed... URL: From rob at lonap.net Mon Apr 8 11:05:52 2013 From: rob at lonap.net (Rob Lister) Date: Mon, 8 Apr 2013 16:05:52 +0100 Subject: [rt-users] Silent Assign and Resolve Message-ID: <20130408150552.GC16601@lonap.net> Hello, Is there a way to modify the Templates/Scrip so that when a ticket is Assigned and Resolved at the same time, the "This ticket has been assigned to you" e-mail is not sent to the assigned user? In our case we have users that reply via e-mail and don't use the web interface very often, every so often I go through and assign/resolve any outstanding tickets, and the notifications can lead to confusion. (I did try to a script that allows assign/close via e-mail, but I couldn't get it to work...) On RT 3.8.8 Thanks, Rob From lenjaffe at jaffesystems.com Mon Apr 8 11:18:24 2013 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 8 Apr 2013 11:18:24 -0400 Subject: [rt-users] clone a queue with custom fields? Message-ID: Is there an established way to extract all the info/metatdata about a queue that has custom fields? Our intent is to clone a production queue (with many custom fields) onto a new development environment, without having to rebuild it by hand. Id there a process documented anywhere, or scripts available? Thank you, Len. -- lenjaffe at jaffesystems.com 614-404-4214 www.lenjaffe.com Proprietor: http://www.theycomewithcheese.com/ - An Homage to Fromage Perl Advent Planet - Advent Calendars: Perlish and otherwise. Greenbar : Grubmaster: 2012-2009, Grub Asst: 2008, Trained: 2007. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Apr 8 11:44:41 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 08 Apr 2013 08:44:41 -0700 Subject: [rt-users] Articles In-Reply-To: <516283FB.3070906@eltoma-offshore.com> References: <516283FB.3070906@eltoma-offshore.com> Message-ID: <5162E5E9.9080209@bestpractical.com> On 04/08/2013 01:46 AM, Alexander Kucheryuk wrote: > Hi! > Running RT 4.0.1 on CentOS 6.3. > Got a few questions: > > * How can I remove class from articles ? I know I have to use shredder > - objects plugin but I am not sure which field to use for that. > * How can I create topics for articles ? > * How can I add content to articles ? The section for adding content > contains only header. I was under impression there supposed to be > WYSIWYG text editor > * Where can I find more information on articles in RT ? http://bestpractical.com/rt/docs/latest/customizing/articles_introduction.html From Thibault.LeMeur at supelec.fr Mon Apr 8 11:47:24 2013 From: Thibault.LeMeur at supelec.fr (Thibault Le Meur) Date: Mon, 08 Apr 2013 17:47:24 +0200 Subject: [rt-users] clone a queue with custom fields? In-Reply-To: References: Message-ID: <5162E68C.4010007@supelec.fr> Le 08/04/2013 17:18, Len Jaffe a ?crit : > Is there an established way to extract all the info/metatdata about a > queue that has custom fields? > > Our intent is to clone a production queue (with many custom fields) > onto a new development environment, without having to rebuild it by hand. > > Id there a process documented anywhere, or scripts available? I did this with a command line script I made: http://requesttracker.wikia.com/wiki/Rt-clonequeue Regards, Thibault From kjohnson at eclypse.org Mon Apr 8 12:14:20 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Mon, 8 Apr 2013 11:14:20 -0500 Subject: [rt-users] Meaning of database upgrade message: DBD::mysql::st execute failed: Unknown column '' in '' Message-ID: <0F9409A6E26040ADAF366E71B1958948@KJDESKTOP> Ah. In this case, 'Unknown column' means 'expected column not found', or 'known column missing', from the point of view of the database conversion program. It does _not_ mean 'an unexpected column was found', or 'a column unknown to me was found'. Well, perhaps there will be someone else for whom this was not utterly obvious. Ken From holleran.kevin at gmail.com Mon Apr 8 15:35:09 2013 From: holleran.kevin at gmail.com (Kevin Holleran) Date: Mon, 8 Apr 2013 15:35:09 -0400 Subject: [rt-users] MultiValued fields Message-ID: Good afternoon, When I have a multi-valued CustomField, how do I access the data? What would this return? my $policy_type = $ticket->FirstCustomFieldValue('Policy Affected Parties'); Is it a list of some sort? I need to look to see what values are to take various actions based on this but how do I get at it and what do I get? Thanks. Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Apr 8 16:13:15 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Apr 2013 16:13:15 -0400 Subject: [rt-users] MultiValued fields In-Reply-To: References: Message-ID: <20130408201315.GM1503@jibsheet.com> On Mon, Apr 08, 2013 at 03:35:09PM -0400, Kevin Holleran wrote: > When I have a multi-valued CustomField, how do I access the data? > What would this return? > my $policy_type = $ticket->FirstCustomFieldValue('Policy Affected Parties'); > Is it a list of some sort? I need to look to see what values are to take various actions based > on this but how do I get at it and what do I get? If you check the docs, it tells you pretty clearly what FirstCustomFieldValue does on a multi-value CF. http://bestpractical.com/rt/docs/latest/RT/Record.html#FirstCustomFieldValue-FIELD Right below it are several other Custom Field related methods that are probably useful. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From holleran.kevin at gmail.com Mon Apr 8 16:22:15 2013 From: holleran.kevin at gmail.com (Kevin Holleran) Date: Mon, 8 Apr 2013 16:22:15 -0400 Subject: [rt-users] MultiValued fields In-Reply-To: <20130408201315.GM1503@jibsheet.com> References: <20130408201315.GM1503@jibsheet.com> Message-ID: On Mon, Apr 8, 2013 at 4:13 PM, Kevin Falcone wrote: > > http://bestpractical.com/rt/docs/latest/RT/Record.html#FirstCustomFieldValue-FIELD Great thanks. Was looking under several other places, but not records. Thanks for the link. -- Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Apr 9 01:56:17 2013 From: bart at pleh.info (Bart) Date: Tue, 9 Apr 2013 07:56:17 +0200 Subject: [rt-users] cli command to delete old tickets with shredder In-Reply-To: References: Message-ID: This page contains the info on the command: - http://bestpractical.com/rt/docs/3.8/rt-shredder.html And some info if you want to use the API: - http://bestpractical.com/rt/docs/3.8/RT/Shredder.html Another thing you might want to look at are the extension Utils: - http://search.cpan.org/~ruz/RT-Extension-Utils/lib/RT/Extension/Utils.pm - http://search.cpan.org/~ruz/RT-Extension-Utils/MANIFEST As Kevin puts it, Utils are Ruslans bag of tricks. It also contains a commando for extracting attachments/deleting tickets, so maybe that's what you can use to make things a bit more easy. (the manifest page shows the included commands) Hope this helps a little. 2013/4/8 Flavio Moringa > I guys, > > I haven't come across a straight answer to this, so my apologies if this > has been answered before. > > I have a 3.6 Request Tracker instance running.... (and no.. updating right > now is not possible).... > > I want to delete all tickets (and respective attachments, etc) that are > older than 2 years... > > My approach is using rt-shredder... by installing the cpan module ( > http://search.cpan.org/dist/RTx-Shredder/lib/RTx/Shredder.pm) > > So what is the cli command to do this? I don't need backups.. so no dump > is required.... > > I have about 600 Gb worth of data.... 99% on the attachments table.... And > want to clean all this up... > > There is an answer on the mailling list about this on Jul 13, 2004... > that simply says that to delete for a giving year do: > > rtx-shredder YYYY-MM-DD > > But seems to old... > > Can you help me? seems like a basic think to do... > > Thanks in advance. > > Yours trully > > *Fl?vio Moringa* > Project Leader > > > > Caixa M?gica Software > Energia Open Source > Rua Soeiro Pereira Gomes, Lote 1 - 4.? B, > Edif?cio Espanha, 1600-196 Lisboa - Portugal > Tel.: +351 217 921 260 Fax: +351 217 921 261 > http://www.caixamagica.pt > https://twitter.com/flaviomoringa > https://www.facebook.com/flaviomoringa > http://pt.linkedin.com/in/flaviomoringa > http://people.caixamagica.pt/flaviomoringa > > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Tue Apr 9 02:02:17 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Mon, 8 Apr 2013 23:02:17 -0700 Subject: [rt-users] Silent Assign and Resolve In-Reply-To: <20130408150552.GC16601@lonap.net> References: <20130408150552.GC16601@lonap.net> Message-ID: Rob, You could modify your "notify XX on Resolve" scrip to stop if the new status value is resolve and the old one was new, unless you also open the ticket and then assign it. You have to consider what state the ticket is "ALWAYS" in when you assign/resolve it. Then use that condition in your scrip. Kenn On Mon, Apr 8, 2013 at 8:05 AM, Rob Lister wrote: > > Hello, > > Is there a way to modify the Templates/Scrip so that when a ticket is > Assigned and Resolved at the same time, the "This ticket has been assigned > to you" e-mail is not sent to the assigned user? > > In our case we have users that reply via e-mail and don't use the web > interface very often, every so often I go through and assign/resolve any > outstanding tickets, and the notifications can lead to confusion. > > (I did try to a script that allows assign/close via e-mail, but I couldn't > get it to work...) > > On RT 3.8.8 > > > Thanks, > > > Rob > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Apr 9 02:18:24 2013 From: bart at pleh.info (Bart) Date: Tue, 9 Apr 2013 08:18:24 +0200 Subject: [rt-users] Silent Assign and Resolve In-Reply-To: References: <20130408150552.GC16601@lonap.net> Message-ID: Or create a custom field which you set to a boolean value (yes/no, 1/0, or something like that) and base your on resolve condition based on that. That way your status independent. 2013/4/9 Kenneth Crocker > Rob, > > You could modify your "notify XX on Resolve" scrip to stop if the new > status value is resolve and the old one was new, unless you also open the > ticket and then assign it. You have to consider what state the ticket is > "ALWAYS" in when you assign/resolve it. Then use that condition in your > scrip. > > Kenn > > > On Mon, Apr 8, 2013 at 8:05 AM, Rob Lister wrote: > >> >> Hello, >> >> Is there a way to modify the Templates/Scrip so that when a ticket is >> Assigned and Resolved at the same time, the "This ticket has been assigned >> to you" e-mail is not sent to the assigned user? >> >> In our case we have users that reply via e-mail and don't use the web >> interface very often, every so often I go through and assign/resolve any >> outstanding tickets, and the notifications can lead to confusion. >> >> (I did try to a script that allows assign/close via e-mail, but I couldn't >> get it to work...) >> >> On RT 3.8.8 >> >> >> Thanks, >> >> >> Rob >> >> > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluzz at yopmail.com Tue Apr 9 05:37:09 2013 From: bluzz at yopmail.com (bluzz) Date: Tue, 9 Apr 2013 02:37:09 -0700 (PDT) Subject: [rt-users] enforce the use of portlets on RT at a glance view In-Reply-To: References: <1365170427683-53331.post@n7.nabble.com> Message-ID: <1365500229759-53377.post@n7.nabble.com> That's what I thought, thanks very much Ruslan ! :) Of interest, can I ask what the script should look like ? Should I just hack into the SQL data to see if the portlet is enabled or is there a nice RT command I can use in CLI to do that ? Cheers ! -- View this message in context: http://requesttracker.8502.n7.nabble.com/enforce-the-use-of-portlets-on-RT-at-a-glance-view-tp53331p53377.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From flavio.moringa at caixamagica.pt Tue Apr 9 06:32:00 2013 From: flavio.moringa at caixamagica.pt (Flavio Moringa) Date: Tue, 9 Apr 2013 11:32:00 +0100 Subject: [rt-users] cli command to delete old tickets with shredder In-Reply-To: References: Message-ID: I, thanks a lot for your help.... The util "rt-delete-tickets-mysql" seems to be perfect for what I want.... I just have to change the initial query from: "DELETE FROM Tickets WHERE Status = deleted" to "DELETE FROM Tickets WHERE LastUpdate = '2 year ago'" Now I just have to find the right query... Again thanks a lot for your help... I didn't know about that utils package... Cheers *Fl?vio Moringa* Project Leader Caixa M?gica Software Energia Open Source Rua Soeiro Pereira Gomes, Lote 1 - 4.? B, Edif?cio Espanha, 1600-196 Lisboa - Portugal Tel.: +351 217 921 260 Fax: +351 217 921 261 http://www.caixamagica.pt https://twitter.com/flaviomoringa https://www.facebook.com/flaviomoringa http://pt.linkedin.com/in/flaviomoringa http://people.caixamagica.pt/flaviomoringa 2013/4/9 Bart > This page contains the info on the command: > > > - http://bestpractical.com/rt/docs/3.8/rt-shredder.html > > > And some info if you want to use the API: > > > - http://bestpractical.com/rt/docs/3.8/RT/Shredder.html > > > Another thing you might want to look at are the extension Utils: > > > - > http://search.cpan.org/~ruz/RT-Extension-Utils/lib/RT/Extension/Utils.pm > - http://search.cpan.org/~ruz/RT-Extension-Utils/MANIFEST > > > As Kevin puts it, Utils are Ruslans bag of tricks. It also contains a > commando for extracting attachments/deleting tickets, so maybe that's what > you can use to make things a bit more easy. (the manifest page shows the > included commands) > > > Hope this helps a little. > > > > 2013/4/8 Flavio Moringa > >> I guys, >> >> I haven't come across a straight answer to this, so my apologies if this >> has been answered before. >> >> I have a 3.6 Request Tracker instance running.... (and no.. updating >> right now is not possible).... >> >> I want to delete all tickets (and respective attachments, etc) that are >> older than 2 years... >> >> My approach is using rt-shredder... by installing the cpan module ( >> http://search.cpan.org/dist/RTx-Shredder/lib/RTx/Shredder.pm) >> >> So what is the cli command to do this? I don't need backups.. so no dump >> is required.... >> >> I have about 600 Gb worth of data.... 99% on the attachments table.... >> And want to clean all this up... >> >> There is an answer on the mailling list about this on Jul 13, 2004... >> that simply says that to delete for a giving year do: >> >> rtx-shredder YYYY-MM-DD >> >> But seems to old... >> >> Can you help me? seems like a basic think to do... >> >> Thanks in advance. >> >> Yours trully >> >> *Fl?vio Moringa* >> Project Leader >> >> >> >> Caixa M?gica Software >> Energia Open Source >> Rua Soeiro Pereira Gomes, Lote 1 - 4.? B, >> Edif?cio Espanha, 1600-196 Lisboa - Portugal >> Tel.: +351 217 921 260 Fax: +351 217 921 261 >> http://www.caixamagica.pt >> https://twitter.com/flaviomoringa >> https://www.facebook.com/flaviomoringa >> http://pt.linkedin.com/in/flaviomoringa >> http://people.caixamagica.pt/flaviomoringa >> >> > > > -- > Bart G. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From flavio.moringa at caixamagica.pt Tue Apr 9 06:46:43 2013 From: flavio.moringa at caixamagica.pt (Flavio Moringa) Date: Tue, 9 Apr 2013 11:46:43 +0100 Subject: [rt-users] cli command to delete old tickets with shredder In-Reply-To: References: Message-ID: Huumm... still didn't try it but this query should do the trick: DELETE FROM Tickets WHERE Created <= date_sub(NOW(), interval 2 year); Cheers *Fl?vio Moringa* Project Leader Caixa M?gica Software Energia Open Source Rua Soeiro Pereira Gomes, Lote 1 - 4.? B, Edif?cio Espanha, 1600-196 Lisboa - Portugal Tel.: +351 217 921 260 Fax: +351 217 921 261 http://www.caixamagica.pt https://twitter.com/flaviomoringa https://www.facebook.com/flaviomoringa http://pt.linkedin.com/in/flaviomoringa http://people.caixamagica.pt/flaviomoringa 2013/4/9 Flavio Moringa > I, > > thanks a lot for your help.... > > The util "rt-delete-tickets-mysql" seems to be perfect for what I > want.... I just have to change the initial query from: > "DELETE FROM Tickets WHERE Status = deleted" > to > "DELETE FROM Tickets WHERE LastUpdate = '2 year ago'" > > > Now I just have to find the right query... > > Again thanks a lot for your help... I didn't know about that utils > package... > > Cheers > > *Fl?vio Moringa* > Project Leader > > > > Caixa M?gica Software > Energia Open Source > Rua Soeiro Pereira Gomes, Lote 1 - 4.? B, > Edif?cio Espanha, 1600-196 Lisboa - Portugal > Tel.: +351 217 921 260 Fax: +351 217 921 261 > http://www.caixamagica.pt > https://twitter.com/flaviomoringa > https://www.facebook.com/flaviomoringa > http://pt.linkedin.com/in/flaviomoringa > http://people.caixamagica.pt/flaviomoringa > > > > 2013/4/9 Bart > >> This page contains the info on the command: >> >> >> - http://bestpractical.com/rt/docs/3.8/rt-shredder.html >> >> >> And some info if you want to use the API: >> >> >> - http://bestpractical.com/rt/docs/3.8/RT/Shredder.html >> >> >> Another thing you might want to look at are the extension Utils: >> >> >> - >> http://search.cpan.org/~ruz/RT-Extension-Utils/lib/RT/Extension/Utils.pm >> - http://search.cpan.org/~ruz/RT-Extension-Utils/MANIFEST >> >> >> As Kevin puts it, Utils are Ruslans bag of tricks. It also contains a >> commando for extracting attachments/deleting tickets, so maybe that's what >> you can use to make things a bit more easy. (the manifest page shows the >> included commands) >> >> >> Hope this helps a little. >> >> >> >> 2013/4/8 Flavio Moringa >> >>> I guys, >>> >>> I haven't come across a straight answer to this, so my apologies if this >>> has been answered before. >>> >>> I have a 3.6 Request Tracker instance running.... (and no.. updating >>> right now is not possible).... >>> >>> I want to delete all tickets (and respective attachments, etc) that are >>> older than 2 years... >>> >>> My approach is using rt-shredder... by installing the cpan module ( >>> http://search.cpan.org/dist/RTx-Shredder/lib/RTx/Shredder.pm) >>> >>> So what is the cli command to do this? I don't need backups.. so no >>> dump is required.... >>> >>> I have about 600 Gb worth of data.... 99% on the attachments table.... >>> And want to clean all this up... >>> >>> There is an answer on the mailling list about this on Jul 13, 2004... >>> that simply says that to delete for a giving year do: >>> >>> rtx-shredder YYYY-MM-DD >>> >>> But seems to old... >>> >>> Can you help me? seems like a basic think to do... >>> >>> Thanks in advance. >>> >>> Yours trully >>> >>> *Fl?vio Moringa* >>> Project Leader >>> >>> >>> >>> Caixa M?gica Software >>> Energia Open Source >>> Rua Soeiro Pereira Gomes, Lote 1 - 4.? B, >>> Edif?cio Espanha, 1600-196 Lisboa - Portugal >>> Tel.: +351 217 921 260 Fax: +351 217 921 261 >>> http://www.caixamagica.pt >>> https://twitter.com/flaviomoringa >>> https://www.facebook.com/flaviomoringa >>> http://pt.linkedin.com/in/flaviomoringa >>> http://people.caixamagica.pt/flaviomoringa >>> >>> >> >> >> -- >> Bart G. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rob at lonap.net Tue Apr 9 07:08:55 2013 From: rob at lonap.net (Rob Lister) Date: Tue, 9 Apr 2013 12:08:55 +0100 Subject: [rt-users] Silent Assign and Resolve In-Reply-To: References: <20130408150552.GC16601@lonap.net> Message-ID: Yes, I understand that this is possible... just not how to actually do it. Any good examples / snippets that I can look at? Everything I've tried to far doesn't seem to work. Thanks, Rob -- Robert Lister On 9 Apr 2013, at 07:02, Kenneth Crocker wrote: > Rob, > > You could modify your "notify XX on Resolve" scrip to stop if the new status value is resolve and the old one was new, unless you also open the ticket and then assign it. You have to consider what state the ticket is "ALWAYS" in when you assign/resolve it. Then use that condition in your scrip. > > Kenn From rabin at isoc.org.il Tue Apr 9 08:01:36 2013 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Tue, 9 Apr 2013 15:01:36 +0300 Subject: [rt-users] Disable autoreply for tickets created via the web interface Message-ID: Hello list, I'm trying to find a way to disable the Auto-Reply message when we open a ticket for some else from the web interface (we set there email in the requestors field), so that we only send a auto-reply message for tickets created via mail submission. Running: RT 4.0.5 -- Rabin Yasharzadehe -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Tue Apr 9 08:13:19 2013 From: ymarinov at neterra.net (=?UTF-8?B?0K/QstC+0YAg0JzQsNGA0LjQvdC+0LI=?=) Date: Tue, 09 Apr 2013 15:13:19 +0300 Subject: [rt-users] RT3 to RT4 upgrade issue Message-ID: <516405DF.6080409@neterra.net> Hello guys, Since I've upgraded our system from 3.8.8 to 4.0.10 everything is just fine except that some reminders can't be displayed - there is attachment in this mail. My question is how to fix this issue, even if i'm needed to delete those reminders? -------------- next part -------------- A non-text attachment was scrubbed... Name: Untitled1.jpg Type: image/jpeg Size: 39940 bytes Desc: not available URL: From craig at 2ndquadrant.com Tue Apr 9 08:15:37 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 09 Apr 2013 20:15:37 +0800 Subject: [rt-users] Creating tickets on behalf of users via email Message-ID: <51640669.60509@2ndquadrant.com> Hi all I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious. I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it. I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email. Essentially I want to be able to email bob at customer.com, Cc RT, set Reply-To: to the RT address and have RT recognise that's what's happening, setting them as requestor instead of me and suppressing the auto-acknowledgement to them. After having a look at the code, docs and list archives I suspect that I will need to write my own email gateway to do this job but I'd like to confirm that. The mail plugin API doesn't look flexible enough, it's really just for authenticating users and doesn't give you hooks after ticket creation. If I was to write something like this would it be useful to others? Would the RT team be prepared to accept a patch either for the hooks + a CPAN plugin, or for the whole feature integrated into the RT code? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Tue Apr 9 08:18:24 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 09 Apr 2013 20:18:24 +0800 Subject: [rt-users] Creating tickets on behalf of users via email Message-ID: <51640710.2000104@2ndquadrant.com> Hi all I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious. I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it. I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email. Essentially I want to be able to email bob at customer.com, Cc RT, set Reply-To: to the RT address and have RT recognise that's what's happening, setting them as requestor instead of me and suppressing the auto-acknowledgement to them. After having a look at the code, docs and list archives I suspect that I will need to write my own email gateway to do this job but I'd like to confirm that. The mail plugin API doesn't look flexible enough, it's really just for authenticating users and doesn't give you hooks after ticket creation. If I was to write something like this would it be useful to others? Would the RT team be prepared to accept a patch either for the hooks + a CPAN plugin, or for the whole feature integrated into the RT code? BTW, I've pushed RT::Extension::CustomerGroups to CPAN: http://search.cpan.org/~ringerc/RT-Extension-CustomerGroups/ as well as an updated RT::Extension::SMSNotify that supports a hookable phone number lookup/filter function. A demo hook that implements rolling support shifts for SMS notification is included in the update. See: http://search.cpan.org/~ringerc/RT-Extension-SMSNotify/ -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Tue Apr 9 09:03:13 2013 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 9 Apr 2013 09:03:13 -0400 Subject: [rt-users] Creating tickets on behalf of users via email In-Reply-To: <51640710.2000104@2ndquadrant.com> References: <51640710.2000104@2ndquadrant.com> Message-ID: On 9 Apr 2013, at 08:18, Craig Ringer wrote: > Hi all > > I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious. > > I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it. > > I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email. Remember it's trivially easy to write scripts which forge email headers, in most environments. All you need to do is set the From: header to the user's email address, and RT will do the right thing with it. You can do this trivially using sendmail on the UNIX command line: $ /usr/lib/sendmail -t << EOF From: Barack Obama To: tim at example.com Subject: Fake email This email is not really from Barack Obama... EOF Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From jim.h.berry at frb.gov Tue Apr 9 09:38:16 2013 From: jim.h.berry at frb.gov (Jim Berry) Date: Tue, 9 Apr 2013 13:38:16 +0000 Subject: [rt-users] Creating tickets on behalf of users via email In-Reply-To: <51640710.2000104@2ndquadrant.com> References: <51640710.2000104@2ndquadrant.com> Message-ID: <20130409133818.E77E62C4661@ibastion.frb.gov> Have you looked at the CommandbyMail extension? It might have the flexibility you need. http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.10/ Jim Berry From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig Ringer Sent: Tuesday, April 09, 2013 8:18 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Creating tickets on behalf of users via email Hi all I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious. I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it. I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email. Essentially I want to be able to email bob at customer.com, Cc RT, set Reply-To: to the RT address and have RT recognise that's what's happening, setting them as requestor instead of me and suppressing the auto-acknowledgement to them. After having a look at the code, docs and list archives I suspect that I will need to write my own email gateway to do this job but I'd like to confirm that. The mail plugin API doesn't look flexible enough, it's really just for authenticating users and doesn't give you hooks after ticket creation. If I was to write something like this would it be useful to others? Would the RT team be prepared to accept a patch either for the hooks + a CPAN plugin, or for the whole feature integrated into the RT code? BTW, I've pushed RT::Extension::CustomerGroups to CPAN: http://search.cpan.org/~ringerc/RT-Extension-CustomerGroups/ as well as an updated RT::Extension::SMSNotify that supports a hookable phone number lookup/filter function. A demo hook that implements rolling support shifts for SMS notification is included in the update. See: http://search.cpan.org/~ringerc/RT-Extension-SMSNotify/ -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Tue Apr 9 10:29:28 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Tue, 9 Apr 2013 14:29:28 +0000 Subject: [rt-users] RES: Creating tickets on behalf of users via email In-Reply-To: References: <51640710.2000104@2ndquadrant.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7777D2F3C8@SN2PRD8002MB119.lamprd80.prod.outlook.com> Just my two cents, On sendmail when you rewrite you need to setup MASQUERADE and GENERICSTABLE options, some mailservers block when the field "from" mismatch (Gmail doesn't but Office365 will). BTW I prefer postfix for this work, you should be good only with smtp_generic_maps. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Tim Cutts Enviada em: ter?a-feira, 9 de abril de 2013 10:03 Para: Craig Ringer Cc: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Creating tickets on behalf of users via email On 9 Apr 2013, at 08:18, Craig Ringer wrote: > Hi all > > I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious. > > I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it. > > I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email. Remember it's trivially easy to write scripts which forge email headers, in most environments. All you need to do is set the From: header to the user's email address, and RT will do the right thing with it. You can do this trivially using sendmail on the UNIX command line: $ /usr/lib/sendmail -t << EOF From: Barack Obama To: tim at example.com Subject: Fake email This email is not really from Barack Obama... EOF Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From steveh at brendata.co.uk Tue Apr 9 12:45:30 2013 From: steveh at brendata.co.uk (Steve Hanselman) Date: Tue, 9 Apr 2013 17:45:30 +0100 Subject: [rt-users] Adding a user as an administrator in 4.0.10 Message-ID: <6B8895CA39846F4DB78FAE7979D9D77E89535E@prodntsc2.brendata> I've found an old post from February last year that says to add a group and give the group superuser rights. I'm running 4.0.10 and I don't see this as an option for group rights and I have no options at all for user rights (this is when logged in as root). Any pointers on what I need to do in 4.0.10? Regards Steve The information contained in this email is intended for the personal and confidential use of the addressee only. It may also be privileged information. If you are not the intended recipient then you are hereby notified that you have received this document in error and that any review, distribution or copying of this document is strictly prohibited. If you have received this communication in error, please notify Brendata immediately on: +44 (0)1268 466100, or email 'technical at brendata.co.uk' Brendata (UK) Ltd Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX UK Registered Office as above. Registered in England No. 2764339 See our current vacancies at www.brendata.co.uk From charlycr74 at yahoo.com.ar Tue Apr 9 15:37:46 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Tue, 9 Apr 2013 12:37:46 -0700 (PDT) Subject: [rt-users] From: on the outgoing emails Message-ID: <1365536266.14823.YahooMailNeo@web140604.mail.bf1.yahoo.com> Hi, I would like to have a specific From on the outgoing emails hiding the name of the users. I would like to have something customized like this: From: "Company Name" I try this: ??? ??? ??? ??? Set($FriendlyFromLineFormat, "\"Company Name\" <%s>"); I get: ????????????????From: "Company Name" <"FirstName LastName"@localdomain.localdomain> I try this: ??? ??? ??? ??? Set($FriendlyFromLineFormat, "\"Company Name %s\" <%s>"); I get this: ??? ??? ??? ????From: "Company Name FirstName Lastname RT Version: 4.0.10 Thank you, Charly -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Apr 9 16:17:03 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Apr 2013 13:17:03 -0700 Subject: [rt-users] From: on the outgoing emails In-Reply-To: <1365536266.14823.YahooMailNeo@web140604.mail.bf1.yahoo.com> References: <1365536266.14823.YahooMailNeo@web140604.mail.bf1.yahoo.com> Message-ID: <5164773F.5070606@bestpractical.com> On 04/09/2013 12:37 PM, charlycr74 at yahoo.com.ar wrote: > Hi, > > I would like to have a specific From on the outgoing emails hiding the > name of the users. > > I would like to have something customized like this: > From: "Company Name" > > I try this: > Set($FriendlyFromLineFormat, "\"Company Name\" <%s>"); > I get: > From: "Company Name" <"FirstName LastName"@localdomain.localdomain> Try this: Set($FriendlyFromLineFormat, '"Company Name" <%2$s>'); the format string is a printf format, so you can choose which positional parameter to substitute using the standard conventions (N$ in front of the format type). Note I changed your Set() line to use single quotes to avoid escaping the double quotes and $. From falcone at bestpractical.com Tue Apr 9 16:30:32 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Apr 2013 16:30:32 -0400 Subject: [rt-users] [rt-announce] RT 4.0.11 Released Message-ID: <20130409203032.GY1427@jibsheet.com> RT 4.0.11 is now available for download. http://download.bestpractical.com/pub/rt/release/rt-4.0.11.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.11.tar.gz.sig SHA1 sums fc59a03b87be5cb02c763c55a2f5f3cafa67d087 rt-4.0.11.tar.gz 828ee5226748485d4de3c228622a5feed8d42ea1 rt-4.0.11.tar.gz.sig This release of RT contains two large updates. The WYSIWYG editor (CKEditor) used on ticket creation and reply pages has been updated to address numerous reports of breakages when using IE 10. It also includes fixes for many other browsers. You can read more about the included changes at . We are shipping 3.6.6.1, upgraded from 3.4.1. If you use RT with mod_perl and have not updated from SetHandler perl-script to SetHandler modperl, RT will now refuse to start. You can read more about mod_perl configuration here http://bestpractical.com/rt/docs/latest/web_deployment.html#mod_perl-2.xx Bugfixes * Fix description of the ModifyACL right on Classes. * Allow sorting by a Queue's SubjectTag (in the admin UI). * Reminders attached to tickets in the deleted status now no longer throw errors. * Custom Fields containing & were not being displayed properly in search results. * Validate usernames properly on rename as well as during creation. * Remove user preference for 'Number of search results' since it was unused and conflicted with the option on the My RT at a Glance configuration page. * Clean up temp files left behind by the REST interface. * Recipients and Scrips box on Ticket reply/comment pages retain checkbox state when uploading attachments or including articles or otherwise reloading the page. * Charts are no longer hidden by the print css. * Date Custom Fields should ignore time zones. * rt-crontool no longer throws an error on --help or other error conditions. * When choosing the Shredder link from search results, correctly select the Tickets plugin. * Bring back an Article quick search missing since before 4.0.0. * The default $ExtractSubjectTagMatch no longer removes [comment] from mail with subjects like [comment] [rtname #1]. * In the Class PageMenus, load a Class not a CustomField to validate the id. * Date Custom Fields now parse strings like 'today' in the user's timezone. * Username and Password are now the same length on IE8/9. * External Custom Fields can now be changed back to internal Custom Fields in the CF Admin UI. * Inline text attachments now obey PlainTextPre or PlainTextMono if they are set. * Once a Group contained more than one User or Group, current members of the Group were not being excluded from the autocomplete results. * Reloading pages with results= will no longer trigger the CSRF warning. Features * Update translations from Launchpad, including a new Catalan translation by Ton Orga Ventura. * Watcher searches now pre-load the user when possible to reduce joins to the Users table and boost query speed. * When using RT::Record->Update new values are truncated before being compared to the existing values. This removes a large number of repeated update transactions that don't change anything. * Search result formats may contain mailto: links. * Refuse to start with an error message if RT is configured to use mod_perl with SetHandler perl-script. * Improve the display of numbers in the German translation. Documentation * Further updates to the code used to generate docs.bestpractical.com and minor updates to the pod to improve formatting. * New documentation for the ExtractSubjectTag extension by Kai Storbeck. Developer * Allow extensions to add new one-time-to types and headers. * Expose version sorting code so Module::Install::RTx can use it. * More consistent returns from RT::Link->LoadByParams. * Added callbacks for changing the links from Quick search. * A callback for changing the Queues displayed on the Quick search. * Test setting and updating private/public GPG keys. * More escaping of URLs, targets and IDs in the menus. * Don't create testing databases or set them up when checking syntax. * Add callbacks to the mobile login form. A complete changelog is available from git by running: git log rt-4.0.10..rt-4.0.11 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.10...rt-4.0.11 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From charlycr74 at yahoo.com.ar Tue Apr 9 16:40:41 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Tue, 9 Apr 2013 13:40:41 -0700 (PDT) Subject: [rt-users] From: on the outgoing emails In-Reply-To: <5164773F.5070606@bestpractical.com> References: <1365536266.14823.YahooMailNeo@web140604.mail.bf1.yahoo.com> <5164773F.5070606@bestpractical.com> Message-ID: <1365540041.82484.YahooMailNeo@web140604.mail.bf1.yahoo.com> Hi, This works now, my next question is: Is it possible to replace the "Company Name" by the Queue name or a Custom Field on the ticket? Thank you, Charly ________________________________ De: Thomas Sibley Para: rt-users at lists.bestpractical.com Enviado: martes, 9 de abril de 2013 16:17 Asunto: Re: [rt-users] From: on the outgoing emails On 04/09/2013 12:37 PM, charlycr74 at yahoo.com.ar wrote: > Hi, > > I would like to have a specific From on the outgoing emails hiding the > name of the users. > > I would like to have something customized like this: > From: "Company Name" > > I try this: >? ? ? ? ? ? ? ? Set($FriendlyFromLineFormat, "\"Company Name\" <%s>"); > I get: >? ? ? ? ? ? ? ? From: "Company Name" <"FirstName LastName"@localdomain.localdomain> Try this: ? ? Set($FriendlyFromLineFormat, '"Company Name" <%2$s>'); the format string is a printf format, so you can choose which positional parameter to substitute using the standard conventions (N$ in front of the format type). Note I changed your Set() line to use single quotes to avoid escaping the double quotes and $. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjohnson at eclypse.org Tue Apr 9 17:38:06 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Tue, 9 Apr 2013 16:38:06 -0500 Subject: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unknown Column In-Reply-To: <20130405225602.GK1503@jibsheet.com> References: <20130405225602.GK1503@jibsheet.com> Message-ID: >On Fri, Apr 05, 2013 at 05:43:41PM -0500, Ken Johnson wrote: >> I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7. >> >> I backed up the existing database and loaded it a new database >> according the the instructions in UPGRADING.mysql. I reached the >> point where I believed it was time to perform the first stage of the >> database upgrades, and used a command like this: >> >> rt-setup-database-4 --action upgrade --dba user --dba-password >> password Enter RT version you're upgrading from: 3.4.5 > >On Fri, Apr 05, 2013 Kevin Falcone wrote: > >It looks like at some point in the past - someone upgraded you to >3.4.5 without running the database upgrades. Version 3.3.0 of RT >added the Pattern column to the CustomFields table. > >https://github.com/bestpractical/rt/blob/stable/etc/upgrade/3.3.0/schema.my sql > >I'd be really concerned and be looking to see what else between >your older version and 3.4.5 was never upgraded. > >-kevin Thank you for the pointer to github. I looked. Based on what tables and columns are present, I conclude that the database updates for 3.3.0 and 3.3.11 were run, but for reasons unknown, the very last part of the 3.3.0 database update, beginning with 'ALTER TABLE CustomFields ...' and including 'UPDATE CustomFields...' did not occur. On the other hand, dropping the Current column from the TicketCustomFieldValues table in the 3.3.11 update did occur. My best idea is to apply the missed portion of the updates and proceed, along the lines of the shell script below. Not ideal, but I don't know a better approach that does not involve time travel. That approach generates one warning during the generation of the queries.sql file: Use of uninitialized value in join or string at /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl line 261. .Groups.Instance has type VARCHAR however mapping is missing. All of the other operations have no complaints. Ken ================== script to do the database updates ===================== #!/bin/bash -vx # # Drop the previous RT4 database. # mysql --user=user --password=password /tmp/daily/rt3.sql # # Load rt3.sql into the RT4 database. See UPGRADING.mysql item 1c) # mysql --user=user --password=password --default-character-set=binary rt4 /home/shared/sysadmin/queries.sql mysql --user=user --password=password rt4 References: <51640710.2000104@2ndquadrant.com> <3B9178D874F56F47B616AB50C01F7B7777D2F3C8@SN2PRD8002MB119.lamprd80.prod.outlook.com> Message-ID: <00A73BF1-83F1-4D9E-B3C1-D717DB56F0D2@strategicdata.com.au> Hi Craig, Check out our solution on the RT wiki http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence, it describes a template you use for an autoreply. The effect of using this template is that if a ticket is created on behalf of a customer they receive the message you create (on ticket creation) as if it is a reply rather than the default cryptic auto-reply. It works by checking upon ticket creation if the creator is the same as any of the requestors as is the case when a client creates a ticket themselves. If so it loads and processes the Autoreply template searching first in the current queue and if there isn't one there resorting to the global version. If the requestor is not the creator (i.e. the case when you create a ticket on behalf of a client) it processes the Correspondence template instead doing the same search for the template as described above. On 10/04/2013, at 12:29 AM, Diaulas Castro wrote: > Just my two cents, > > On sendmail when you rewrite you need to setup MASQUERADE and GENERICSTABLE options, some mailservers block when the field "from" mismatch (Gmail doesn't but Office365 will). > > BTW I prefer postfix for this work, you should be good only with smtp_generic_maps. > > > > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Tim Cutts > Enviada em: ter?a-feira, 9 de abril de 2013 10:03 > Para: Craig Ringer > Cc: rt-users at lists.bestpractical.com > Assunto: Re: [rt-users] Creating tickets on behalf of users via email > > > On 9 Apr 2013, at 08:18, Craig Ringer wrote: > >> Hi all >> >> I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious. >> >> I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it. >> >> I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email. > > Remember it's trivially easy to write scripts which forge email headers, in most environments. All you need to do is set the From: header to the user's email address, and RT will do the right thing with it. You can do this trivially using sendmail on the UNIX command line: > > $ /usr/lib/sendmail -t << EOF > From: Barack Obama > To: tim at example.com > Subject: Fake email > > This email is not really from Barack Obama... > EOF > > Tim > > -- > The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. > > From ruz at bestpractical.com Wed Apr 10 09:12:23 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 10 Apr 2013 17:12:23 +0400 Subject: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unknown Column In-Reply-To: References: <20130405225602.GK1503@jibsheet.com> Message-ID: On Wed, Apr 10, 2013 at 1:38 AM, Ken Johnson wrote: > > >On Fri, Apr 05, 2013 at 05:43:41PM -0500, Ken Johnson wrote: > >> I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7. > >> > >> I backed up the existing database and loaded it a new database > >> according the the instructions in UPGRADING.mysql. I reached the > >> point where I believed it was time to perform the first stage of the > >> database upgrades, and used a command like this: > >> > >> rt-setup-database-4 --action upgrade --dba user --dba-password > >> password Enter RT version you're upgrading from: 3.4.5 > > > >On Fri, Apr 05, 2013 Kevin Falcone wrote: > > > >It looks like at some point in the past - someone upgraded you to > >3.4.5 without running the database upgrades. Version 3.3.0 of RT > >added the Pattern column to the CustomFields table. > > > > > https://github.com/bestpractical/rt/blob/stable/etc/upgrade/3.3.0/schema.my > sql > > > >I'd be really concerned and be looking to see what else between > >your older version and 3.4.5 was never upgraded. > > > >-kevin > > Thank you for the pointer to github. > > I looked. Based on what tables and columns are present, I conclude that > the database updates for 3.3.0 and 3.3.11 were run, but for reasons > unknown, the very last part of the 3.3.0 database update, beginning with > 'ALTER TABLE CustomFields ...' and including 'UPDATE CustomFields...' > did not occur. On the other hand, dropping the Current column from the > TicketCustomFieldValues table in the 3.3.11 update did occur. > The only idea is that intermediate step failed and this was not noticed by administrator, so he just continued further. My best idea is to apply the missed portion of the updates and proceed, > along the lines of the shell script below. Not ideal, but I don't know > a better approach that does not involve time travel. That approach > generates > one warning during the generation of the queries.sql file: > > Use of uninitialized value in join or string at > /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl line > 261. > .Groups.Instance has type VARCHAR however mapping is missing. > In upgrade scripts find ALTER TABLE that changes Instance from VARCHAR to INTEGER. > All of the other operations have no complaints. > > Ken > > ================== script to do the database updates ===================== > > #!/bin/bash -vx > # > # Drop the previous RT4 database. > # > mysql --user=user --password=password # > # Create an empty RT4 database. > # Specify the character set default of the RT4 database. See > UPGRADING.mysql item 1b) > # > mysql --user=user --password=password # > # Dump the RT3 database to an .sql file. See UPGRADING.mysql item 1a) > # > mysqldump -F --opt --user=user --password=password > --default-character-set=binary rt3 >/tmp/daily/rt3.sql > # > # Load rt3.sql into the RT4 database. See UPGRADING.mysql item 1c) > # > mysql --user=user --password=password --default-character-set=binary rt4 > # > # Grant access for rt_user to the RT4 database > # > mysql --user=user --password=password rt4 > # > # Apply the 3.3.0 database update subset > # > mysql --user=user --password=password rt4 > # > # Apply the 3.3.11 database update subset (nothing to do -- previously > done.) > # > # mysql --user=user --password=password rt4 > # > # Apply the 3.3.11-3.7.87 updates with rt-setup-database-4 --action upgrade > --dba user --dba-password password > # > rt-setup-database-4 --action upgrade --dba user --dba-password password > # > # Apply the RT 3.8 schema upgrades. See UPGRADING.mysql item 5) > # First step, generate queries.sql file > # Second step, apply queries.sql file. See UPGRADING.mysql item 7) > # See /usr/share/request-tracker3.8/etc/upgrade-mysql-schema.pl > perl /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl rt4 > user password >/home/shared/sysadmin/queries.sql > mysql --user=user --password=password rt4 > # > # Apply the RT 3.7.87-4.0.6 database updates. See UPGRADING.mysql item 8) > # > rt-setup-database-4 --action upgrade --dba user --dba-password password > > > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkelsh at netspot.com.au Wed Apr 10 11:15:34 2013 From: jkelsh at netspot.com.au (John Kelsh) Date: Thu, 11 Apr 2013 00:45:34 +0930 Subject: [rt-users] Script to Squelch Queue AdminCc's on Ticket Creation Message-ID: <51658216.7030806@netspot.com.au> Hi All, I've setup the following scrip to squelch Queue AdminCc's where the requestor matches a pattern. The scrip seems to be functioning correctly yet correspondence is still being sent to Queue AdminCc's. Is anyone able to shed some light on where I'm going wrong here. Thanks, my $requestor = $self->TicketObj->RequestorAddresses; my $pattern = 'somepattern'; if ( $requestor =~ m/$pattern/ ) { $RT::Logger->info( 'Requestor Address: '.$requestor.' matches regex: '.$pattern.' squelching output to AdminCc\'s' ); my @admincc = split( ', ', $self->TicketObj->QueueObj->AdminCcAddresses ); foreach ( @admincc ) { $self->TicketObj->SquelchMailTo( $_ ); $RT::Logger->info( 'Squelched email to: '.$_ ); } } return 1; From kjohnson at eclypse.org Wed Apr 10 17:37:36 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Wed, 10 Apr 2013 16:37:36 -0500 Subject: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unknown Column In-Reply-To: References: <20130405225602.GK1503@jibsheet.com> Message-ID: <58EB4E78FA714000B9B9B5A2EA23E9E9@KJDESKTOP> > On Wednesday, 10 Apr 2012, Ruslan wrote: > > Thank you for the pointer to github. > > > > I looked. Based on what tables and columns are present, I conclude > > that the database updates for 3.3.0 and 3.3.11 were run, but for > > reasons unknown, the very last part of the 3.3.0 database update, > > beginning with 'ALTER TABLE CustomFields ...' and including 'UPDATE CustomFields...' > > did not occur. On the other hand, dropping the Current column from > > the TicketCustomFieldValues table in the 3.3.11 update did occur. > > > > > The only idea is that intermediate step failed and this was not noticed by administrator, so he just continued further. > > > > > > My best idea is to apply the missed portion of the updates and > > proceed, along the lines of the shell script below. Not ideal, but > > I don't know a better approach that does not involve time travel. > > That approach generates one warning during the generation of the queries.sql file: > > > > Use of uninitialized value in join or string at > > /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl line 261. > > .Groups.Instance has type VARCHAR however mapping is missing. > > > > > In upgrade scripts find ALTER TABLE that changes Instance from VARCHAR to INTEGER. Ruslan, Thank you for this helpful suggestion. In the rt-3-0-8/UPGRADING file, found at http://download.bestpractical.com/pub/rt/release/rt-3-0-8.tar.gz, I found these recommended changes for Postgres: Postgres -------- If you have a Postgres database, the following changes to your database can improve performance: ALTER TABLE groups rename instance to instance1; ALTER TABLE groups add instance int; UPDATE groups SET instance = instance1::text::int where btrim(instance1) <> ''; ALTER TABLE groups drop column instance1; Modifying these for MySQL as shown below, and executing these changes prior to the partial updates for 3.3.0 removed the warning during the generation of the queries.sql file. ALTER TABLE Groups CHANGE Instance Instance1 varchar(64); ALTER TABLE Groups ADD COLUMN Instance integer; UPDATE Groups SET instance = convert(Instance1, unsigned) WHERE trim(Instance1) <> ''; ALTER TABLE Groups DROP COLUMN Instance1; Thanks, Ken > > > > All of the other operations have no complaints. > > > > Ken > > > > > Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From miles at digitalphotobox.net Wed Apr 10 23:11:05 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Wed, 10 Apr 2013 20:11:05 -0700 Subject: [rt-users] Subjects in emails originating from RT Message-ID: Right now I'm trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I'm fighting a spread out battle. What I'm up against now is ensuring a "Re:" is put on the ***front**** of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets. Any idea how I can get that little element cleaned up. Cheers Miles Scruggs miles at digitalphotobox.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4895 bytes Desc: not available URL: From miles at digitalphotobox.net Thu Apr 11 00:33:51 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Wed, 10 Apr 2013 21:33:51 -0700 Subject: [rt-users] Mobile Interface modification Message-ID: <565F244D-8E12-4563-9615-81040CAE4176@digitalphotobox.net> Hi, I really like the mobile interface. I would just like to change one thing though, and I'm not sure where to do it. I would like to have a link to see all open tickets. I don't have much use for all tickets, and would just like to modify the search behavior of that link. Cheers Miles Scruggs miles at digitalphotobox.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4895 bytes Desc: not available URL: From ymarinov at neterra.net Thu Apr 11 03:30:15 2013 From: ymarinov at neterra.net (=?UTF-8?B?0K/QstC+0YAg0JzQsNGA0LjQvdC+0LI=?=) Date: Thu, 11 Apr 2013 10:30:15 +0300 Subject: [rt-users] Search engine Message-ID: <51666687.2070008@neterra.net> Hello, Any comments regards this will be much appreciated because this is critical issue for us. Once you search from the search engine (for example vlan 90) nothing is displayed as results. However if you try to search for "vlan 90" correct results are displayed. So far, this is a big issue, because my colleagues from Support department should know the exact phrase of the subject of the ticket or their ID which is quite frustrating. Is there any work around or probably an addon for RT which should enable "this" type of search. From ymarinov at neterra.net Thu Apr 11 03:33:13 2013 From: ymarinov at neterra.net (=?UTF-8?B?0K/QstC+0YAg0JzQsNGA0LjQvdC+0LI=?=) Date: Thu, 11 Apr 2013 10:33:13 +0300 Subject: [rt-users] Search engine In-Reply-To: <51666687.2070008@neterra.net> References: <51666687.2070008@neterra.net> Message-ID: <51666739.9010507@neterra.net> Forgot to mension - we are using RT 4.0.10 > Hello, > > Any comments regards this will be much appreciated because this is > critical issue for us. Once you search from the search engine (for > example vlan 90) nothing is displayed as results. However if you try > to search for "vlan 90" correct results are displayed. So far, this is > a big issue, because my colleagues from Support department should know > the exact phrase of the subject of the ticket or their ID which is > quite frustrating. Is there any work around or probably an addon for > RT which should enable "this" type of search. > > From bart at pleh.info Thu Apr 11 04:21:31 2013 From: bart at pleh.info (Bart) Date: Thu, 11 Apr 2013 10:21:31 +0200 Subject: [rt-users] Add requestor organization to columns from search results In-Reply-To: <20130404153707.GH1503@jibsheet.com> References: <20130404153707.GH1503@jibsheet.com> Message-ID: Hi Kevin, Thanks for the info. I've tried a basic test with this and I get the new option (well, I can use it in the advanced tab), but I'll need to experiment a bit more with the extra code for getting the organization. I'll post an update once I have it working in our testing environment. 2013/4/4 Kevin Falcone > On Thu, Apr 04, 2013 at 12:21:35PM +0200, Bart wrote: > > I'm curious to know if it's possible to add the requestor > organization to a column. > > Right now you can show the column __Requestors__ which works, and > shows all requestores > > belonging to a ticket. > > And another thing that's possible a.t.m. is searching on the > requestor organization using this > > in your ticketsql: > > Requestor.Organization LIKE 'Bestpractical' > > Trying to add __Requestor.Organization__ or __RequestorOrganization__ > to the columns (using > > advanced view) doesn't seem to work. It adds the column but no > information is shown. > > Since it's a searchable item, is there a way to display the > Requestor(s) Organization in a > > column? > > There isn't a default Format for arbitrary Requestor information. > It would actually be possible to look at the code in > share/html/Elements/RT__Ticket/ColumnMap used by $LinkCallback to > implement code so that __Requestors.{Anything}__ would work, but > that's actually kind of complicated if you're not already familiar > with the level of magic in ColumnMap. > > What you probably want to do is use the Once callback in > share/html/Elements/RT__Ticket/ColumnMap and copy the entry for > Requestors earlier in the file and define > > Requestors.Organization => { > title => 'Requestors Organization', # loc > attribute => 'Requestor.Organization', > value => sub { return > $_[0]->Requestors-> # more code to loop and get the > Organzation > } > }, > > -kevin > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Apr 11 04:28:03 2013 From: bart at pleh.info (Bart) Date: Thu, 11 Apr 2013 10:28:03 +0200 Subject: [rt-users] Mobile Interface modification In-Reply-To: <565F244D-8E12-4563-9615-81040CAE4176@digitalphotobox.net> References: <565F244D-8E12-4563-9615-81040CAE4176@digitalphotobox.net> Message-ID: Hi, The mobile style is located in this location: /opt/rt4/share/html/m You can basically copy that directory, or just the files that you want to change to this location: /opt/rt4/local/html/m For example, if you only copy the css file to the local location, then you'll only replace that part of the mobile interface. The same will count for the other parts of this page. Hope this helps a little. (you can view the changes in your normal browser by going to https:///m/.) 2013/4/11 Miles Scruggs > Hi, > > I really like the mobile interface. I would just like to change one thing > though, and I'm not sure where to do it. I would like to have a link to > see all open tickets. I don't have much use for all tickets, and would > just like to modify the search behavior of that link. > > Cheers > > Miles Scruggs > miles at digitalphotobox.net > > > > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Apr 11 04:47:27 2013 From: bart at pleh.info (Bart) Date: Thu, 11 Apr 2013 10:47:27 +0200 Subject: [rt-users] Search engine In-Reply-To: <51666739.9010507@neterra.net> References: <51666687.2070008@neterra.net> <51666739.9010507@neterra.net> Message-ID: Hi, I've reproduced your problem using RT 4.0.8 using the quick search, since I'm assuming this is where your trying this query? When you use the quotes it treats the search argument as a string, when you enter just a number it searches for that ticket ID. So if you want to search for a number (just a number) you use quotes to stop RT from looking for a ticket ID. So far the above scenario is kinda what they mention on the search page: Search for tickets by entering *id* numbers, subject words *"in quotes"*, * > queues* by name, Owners by *username*, Requestors by *email address*, and > ticket *statuses*. > Any word not recognized by RT is searched for in ticket subjects. > Entering *initial*, *active*, *inactive*, or *any* limits results to > tickets with one of the respective types of statuses. Any individual status > name limits results to just the statuses named. > Start the search term with the name of a supported field followed by a > colon, as in *queue:"Example Queue"* and *owner:email at example.com*, to > explicitly specify the search type. > CFs may be searched using a similar syntax as above with *cf.Name:value*. > For the full power of RT's searches, please visit the search builder > interface . But in this case, you search for a word + number. I'd personally expect RT to treat that entire phrase as a string, so this might be a bug? Though on the other hand, the above text from the search page clearly states that subject words should be "in quotes". Which might mean that this is by design. Anyways, personally I agree with you and I'd expect a different behaviur in this situaiton. But I don't know exactly how this part "should" work, so maybe someone from bestpractical could drop a line on "this is by design" or "this is a bug"? -- Bart G. 2013/4/11 ???? ??????? > Forgot to mension - we are using RT 4.0.10 > > > Hello, >> >> Any comments regards this will be much appreciated because this is >> critical issue for us. Once you search from the search engine (for example >> vlan 90) nothing is displayed as results. However if you try to search for >> "vlan 90" correct results are displayed. So far, this is a big issue, >> because my colleagues from Support department should know the exact phrase >> of the subject of the ticket or their ID which is quite frustrating. Is >> there any work around or probably an addon for RT which should enable >> "this" type of search. >> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Thu Apr 11 04:53:26 2013 From: ymarinov at neterra.net (=?UTF-8?B?0K/QstC+0YAg0JzQsNGA0LjQvdC+0LI=?=) Date: Thu, 11 Apr 2013 11:53:26 +0300 Subject: [rt-users] Search engine In-Reply-To: References: <51666687.2070008@neterra.net> <51666739.9010507@neterra.net> Message-ID: <51667A06.7090307@neterra.net> That's right, using the quick search is returning no results if you are not using "string with a space" When I saw the information on the search engine, i really got upset because search engines nowadays doesn't work this way. Probably there is a solution for this, and if I find something related will add a comment here. Thank you for your time. On 04/11/2013 11:47 AM, Bart wrote: > Hi, > > I've reproduced your problem using RT 4.0.8 using the quick search, > since I'm assuming this is where your trying this query? > > When you use the quotes it treats the search argument as a string, > when you enter just a number it searches for that ticket ID. > So if you want to search for a number (just a number) you use quotes > to stop RT from looking for a ticket ID. > > So far the above scenario is kinda what they mention on the search page: > > Search for tickets by entering *id* numbers, subject words *"in > quotes"*, *queues* by name, Owners by *username*, Requestors by > *email address*, and ticket *statuses*. > Any word not recognized by RT is searched for in ticket subjects. > Entering *initial*, *active*, *inactive*, or *any* limits results > to tickets with one of the respective types of statuses. Any > individual status name limits results to just the statuses named. > Start the search term with the name of a supported field followed > by a colon, as in *queue:"Example Queue"* and > *owner:email at example.com *, to > explicitly specify the search type. > CFs may be searched using a similar syntax as above with > *cf.Name:value*. > For the full power of RT's searches, please visit the search > builder interface . > > > But in this case, you search for a word + number. I'd personally > expect RT to treat that entire phrase as a string, so this might be a bug? > > Though on the other hand, the above text from the search page clearly > states that subject words should be "in quotes". Which might mean that > this is by design. > > Anyways, personally I agree with you and I'd expect a different > behaviur in this situaiton. > > But I don't know exactly how this part "should" work, so maybe someone > from bestpractical could drop a line on "this is by design" or "this > is a bug"? > > -- > Bart G. > > > 2013/4/11 ???? ??????? > > > Forgot to mension - we are using RT 4.0.10 > > > Hello, > > Any comments regards this will be much appreciated because > this is critical issue for us. Once you search from the search > engine (for example vlan 90) nothing is displayed as results. > However if you try to search for "vlan 90" correct results are > displayed. So far, this is a big issue, because my colleagues > from Support department should know the exact phrase of the > subject of the ticket or their ID which is quite frustrating. > Is there any work around or probably an addon for RT which > should enable "this" type of search. > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Apr 11 05:03:04 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Apr 2013 13:03:04 +0400 Subject: [rt-users] Search engine In-Reply-To: References: <51666687.2070008@neterra.net> <51666739.9010507@neterra.net> Message-ID: I think it's probably good to treat word + number as (subject =~ "word" and subject =~ "number") or (subject =~ "word" and id = number). However, as mentioned quoting number is workaround in the current versions. On Thu, Apr 11, 2013 at 12:47 PM, Bart wrote: > Hi, > > I've reproduced your problem using RT 4.0.8 using the quick search, since > I'm assuming this is where your trying this query? > > When you use the quotes it treats the search argument as a string, when > you enter just a number it searches for that ticket ID. > So if you want to search for a number (just a number) you use quotes to > stop RT from looking for a ticket ID. > > So far the above scenario is kinda what they mention on the search page: > > Search for tickets by entering *id* numbers, subject words *"in quotes"*, >> *queues* by name, Owners by *username*, Requestors by *email address*, >> and ticket *statuses*. >> Any word not recognized by RT is searched for in ticket subjects. >> Entering *initial*, *active*, *inactive*, or *any* limits results to >> tickets with one of the respective types of statuses. Any individual status >> name limits results to just the statuses named. >> Start the search term with the name of a supported field followed by a >> colon, as in *queue:"Example Queue"* and *owner:email at example.com*, to >> explicitly specify the search type. >> CFs may be searched using a similar syntax as above with *cf.Name:value*. >> For the full power of RT's searches, please visit the search builder >> interface . > > > But in this case, you search for a word + number. I'd personally expect RT > to treat that entire phrase as a string, so this might be a bug? > > Though on the other hand, the above text from the search page clearly > states that subject words should be "in quotes". Which might mean that this > is by design. > > Anyways, personally I agree with you and I'd expect a different behaviur > in this situaiton. > > But I don't know exactly how this part "should" work, so maybe someone > from bestpractical could drop a line on "this is by design" or "this is a > bug"? > > -- > Bart G. > > > 2013/4/11 ???? ??????? > >> Forgot to mension - we are using RT 4.0.10 >> >> >> Hello, >>> >>> Any comments regards this will be much appreciated because this is >>> critical issue for us. Once you search from the search engine (for example >>> vlan 90) nothing is displayed as results. However if you try to search for >>> "vlan 90" correct results are displayed. So far, this is a big issue, >>> because my colleagues from Support department should know the exact phrase >>> of the subject of the ticket or their ID which is quite frustrating. Is >>> there any work around or probably an addon for RT which should enable >>> "this" type of search. >>> >>> >>> >> > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Apr 11 05:06:54 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Apr 2013 13:06:54 +0400 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: References: Message-ID: Just change AutoReply and Resolved template. On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs wrote: > Right now I'm trying to tweak out one last thing in RT. Basically every > email client/host has various parameters for determining if/how to thread > emails, so I'm fighting a spread out battle. What I'm up against now is > ensuring a "Re:" is put on the ***front**** of every subject sent out of RT > unless it is an original email to that contact. The two key places this > seems to be currently missing is the Auto Replies and resolving tickets. > > Any idea how I can get that little element cleaned up. > > Cheers > > Miles Scruggs > miles at digitalphotobox.net > > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Apr 11 05:37:58 2013 From: bart at pleh.info (Bart) Date: Thu, 11 Apr 2013 11:37:58 +0200 Subject: [rt-users] Adding a user as an administrator in 4.0.10 In-Reply-To: <6B8895CA39846F4DB78FAE7979D9D77E89535E@prodntsc2.brendata> References: <6B8895CA39846F4DB78FAE7979D9D77E89535E@prodntsc2.brendata> Message-ID: Go to Tools --> Configuration --> Global --> Group Rights. There select your admin group, and give that group the "Do anything and everything" right. After that your done. 2013/4/9 Steve Hanselman > I've found an old post from February last year that says to add a group > and give the group superuser rights. > > I'm running 4.0.10 and I don't see this as an option for group rights and > I have no options at all for user rights (this is when logged in as root). > > Any pointers on what I need to do in 4.0.10? > > Regards > Steve > > > > The information contained in this email is intended for the personal and > confidential use > of the addressee only. It may also be privileged information. If you are > not the intended > recipient then you are hereby notified that you have received this > document in error and > that any review, distribution or copying of this document is strictly > prohibited. If you have > received this communication in error, please notify Brendata immediately > on: > > +44 (0)1268 466100, or email 'technical at brendata.co.uk' > > Brendata (UK) Ltd > Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX UK > Registered Office as above. Registered in England No. 2764339 > > See our current vacancies at www.brendata.co.uk > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From miles at digitalphotobox.net Thu Apr 11 08:44:03 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Thu, 11 Apr 2013 05:44:03 -0700 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: References: Message-ID: Yes but what exactly do you change to get out front of the ticket number? Sent from my iPhone On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov wrote: > Just change AutoReply and Resolved template. > > > On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs wrote: >> Right now I'm trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I'm fighting a spread out battle. What I'm up against now is ensuring a "Re:" is put on the ***front**** of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets. >> >> Any idea how I can get that little element cleaned up. >> >> Cheers >> >> Miles Scruggs >> miles at digitalphotobox.net > > > > -- > Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From miles at digitalphotobox.net Thu Apr 11 08:47:28 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Thu, 11 Apr 2013 05:47:28 -0700 Subject: [rt-users] Mobile Interface modification In-Reply-To: References: <565F244D-8E12-4563-9615-81040CAE4176@digitalphotobox.net> Message-ID: In my case I want to change the filter on that list. I know that isn't a CSS change. I just need to know if that is in the HTML in that path or DB or other location? Sent from my iPhone On Apr 11, 2013, at 1:28 AM, Bart wrote: > Hi, > > The mobile style is located in this location: > > /opt/rt4/share/html/m > > You can basically copy that directory, or just the files that you want to change to this location: > > /opt/rt4/local/html/m > > For example, if you only copy the css file to the local location, then you'll only replace that part of the mobile interface. The same will count for the other parts of this page. > > Hope this helps a little. (you can view the changes in your normal browser by going to https:///m/.) > > > > > 2013/4/11 Miles Scruggs >> Hi, >> >> I really like the mobile interface. I would just like to change one thing though, and I'm not sure where to do it. I would like to have a link to see all open tickets. I don't have much use for all tickets, and would just like to modify the search behavior of that link. >> >> Cheers >> >> Miles Scruggs >> miles at digitalphotobox.net > > > > -- > Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Apr 11 10:23:15 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Apr 2013 10:23:15 -0400 Subject: [rt-users] Search engine In-Reply-To: References: <51666687.2070008@neterra.net> <51666739.9010507@neterra.net> Message-ID: <20130411142315.GN1503@jibsheet.com> On Thu, Apr 11, 2013 at 01:03:04PM +0400, Ruslan Zakirov wrote: > I think it's probably good to treat word + number as (subject =~ "word" and subject =~ > "number") or (subject =~ "word" and id = number). However, as mentioned quoting number is > workaround in the current versions. ? ? In fact - there's a ticket about this behaviour. http://issues.bestpractical.com/Ticket/Display.html?id=22470 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Apr 11 10:47:51 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Apr 2013 10:47:51 -0400 Subject: [rt-users] Mobile Interface modification In-Reply-To: <565F244D-8E12-4563-9615-81040CAE4176@digitalphotobox.net> References: <565F244D-8E12-4563-9615-81040CAE4176@digitalphotobox.net> Message-ID: <20130411144751.GO1503@jibsheet.com> On Wed, Apr 10, 2013 at 09:33:51PM -0700, Miles Scruggs wrote: > I really like the mobile interface. I would just like to change one > thing though, and I'm not sure where to do it. I would like to have a > link to see all open tickets. I don't have much use for all tickets, > and would just like to modify the search behavior of that link. I wonder if All Tickets meant to be literally 'all deleted tickets' or if that's a bug. Regardless, you can use the MassageMenus callback in share/html/m/_elements/menu to remove All Tickets and replace it with your own link. That's the cleanest and most upgrade-proof solution. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From guadagnino.cristiano at creval.it Thu Apr 11 11:51:00 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 11 Apr 2013 15:51:00 +0000 Subject: [rt-users] Best way to use RT Message-ID: <5166DC13.1050100@creval.it> Hi all, I'm looking for suggestions on the way to use RT in our business. We started using RT about 6 years ago, and initially we where the only office using it. About a year later another office wanted to use RT; initially we thought about duplicating the whole installation, but after a while we realized it would have been a big maintenance headache, so instead we added the new users and the new queues on our RT and separated the two offices simply using authorizations. We do not communicate very much with this other office; when we do, we usually send emails to them from our personal mailbox, so that a new ticket will be created for them. Now a third office wants to start using RT. We added the new users and the new queues, and separated them using authorizations as we did with the second office. However we work together very much, and we find that communicating via email is a real burden since we both are using RT. Also it happens quite frequently that we have to work on the same ticket in different stages. For example they take a request from a user, they do the first part, then we need to do another part, and finally they do the last part and close the ticket. What is the best way to organize the queues and the authorizations to meet our new needs? - we'd prefer not to work as if we where only one big office - we'd like to swap tickets easily, but without having to know in advance who in their office will do the next part (and vice versa) - we have about five queues each; tickets always land in one queue for our office and in one queue for their office, then we sort them into other queues when we start working on them - I configured the permissions so that we can see their main queue and they can see our main queue - we'd prefer not to have to coordinate the work at the phone ("hey, take ticket number ###, I just finished working on it") Any ideas? Experiences to share? Maybe we could peruse the new workflow feature in RT 4? Thank you in advance! Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Thu Apr 11 14:06:10 2013 From: ram0502 at gmail.com (Ram) Date: Thu, 11 Apr 2013 11:06:10 -0700 Subject: [rt-users] My Reminders Message-ID: Anyone? > Ran into some unexpected behavior today - looking for insight. > > User1 owns a ticket and user2 set a reminder on the ticket - the reminder > is owned by user2 AFAICT. User2 does not see the reminder in his 'my > reminders' module. > > Is that the expected behavior? > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From emccormickva at gmail.com Thu Apr 11 16:46:26 2013 From: emccormickva at gmail.com (Erik McCormick) Date: Thu, 11 Apr 2013 16:46:26 -0400 Subject: [rt-users] Per User Default Queues Message-ID: Hello, I've been working on letting users work in the self-service portal for the first time, and have everything mostly working OK. However, the one issue I'm having is that I want to be able to set a per-user default queue, preferably based on where they most recently opened a ticket, but alternatively as a manual setting on their profile. I am setting up a number of custom queues for specific customers, and I don't want them to be able to even see the names of the other queues in the system, so presenting them with a list of options isn't practical. I found reference to a patch ( http://requesttracker.wikia.com/wiki/SelectDefaultQueue) that will at least in part accomplish what I want to do, but it's from RT 3.5.5 and I'm using RT4. I'm a little concerned about applying such a patch to a modern RT. Has anyone managed to enable this sort of functionality in RT4? Thanks, Erik -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Apr 11 16:50:44 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Apr 2013 16:50:44 -0400 Subject: [rt-users] Per User Default Queues In-Reply-To: References: Message-ID: <20130411205044.GP1503@jibsheet.com> On Thu, Apr 11, 2013 at 04:46:26PM -0400, Erik McCormick wrote: > Hello, > I've been working on letting users work in the self-service portal for the first time, and > have everything mostly working OK. However, the one issue I'm having is that I want to be able > to set a per-user default queue, preferably based on where they most recently opened a ticket, > but alternatively as a manual setting on their profile. Sounds like you want to turn this on globally. http://bestpractical.com/rt/docs/latest/RT_Config.html#RememberDefaultQueue The config option above it may also be of interest. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From vadud3 at gmail.com Thu Apr 11 16:55:34 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 11 Apr 2013 16:55:34 -0400 Subject: [rt-users] how to change email address for all existing users of domain foo.com from userA@foo.com to userA@bar.com? In-Reply-To: References: Message-ID: On Thu, Aug 2, 2012 at 2:44 PM, Asif Iqbal wrote: > How do I can change the foo.com to bar.com for every users email address > in RT ? > > foo.com is invalid and need to be replaced by bar.com to avoid error like > this > I had a suggestion from ktm at rice.edu to patch > local/lib/RT/User_Local.pm to allow foo.com as well. However since > there should not be > any foo.com (compnay is bought and moved to bar.com) I think I like to > attempt to just change the email address since it works fine > when I do it manually for a user. I just want to do it for all foo.com > users through script or database? > Should I use RT::Extension::MergeUsers ? I have 4820 enabled users and another 80 disabled users with email domain foo.com. I need to move them to bar.com. foo.com is not valid anymore and causing issues like this for old accounts like 'john.doe at foo.com' when trying to create new tickets from 'john.doe at bar.com' [Wed Apr 10 22:05:02 2013] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: john.doe at bar.com, Name: jdoe, Password: , Privileged: , RealName: John Doe (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651) [Wed Apr 10 22:05:02 2013] [crit]: User creation failed in mailgateway: Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Wed Apr 10 22:05:02 2013] [warning]: Couldn't load user 'john.doe at bar.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:806) [Wed Apr 10 22:05:02 2013] [crit]: User 'john.doe at bar.com' could not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Wed Apr 10 22:05:02 2013] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (john.doe at bar.com). You might need to grant 'Everyone' the right 'CreateTicket' for the <== this is always there for last 10 yrs queue help. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Wed Apr 10 22:05:02 2013] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Wed Apr 10 22:05:03 2013] [error]: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From emccormickva at gmail.com Thu Apr 11 16:58:57 2013 From: emccormickva at gmail.com (Erik McCormick) Date: Thu, 11 Apr 2013 16:58:57 -0400 Subject: [rt-users] Per User Default Queues In-Reply-To: <20130411205044.GP1503@jibsheet.com> References: <20130411205044.GP1503@jibsheet.com> Message-ID: I actually had looked at that config variable, but it seemed to be reliant upon whatever a user had last selected in the web interface. Given that these users will initially be created via email gateway and then later opening tickets in the web portal with no way to select a queue through a dropdown list, they would never have the opportunity to seed that variable. On Thu, Apr 11, 2013 at 4:50 PM, Kevin Falcone wrote: > On Thu, Apr 11, 2013 at 04:46:26PM -0400, Erik McCormick wrote: > > Hello, > > I've been working on letting users work in the self-service portal > for the first time, and > > have everything mostly working OK. However, the one issue I'm having > is that I want to be able > > to set a per-user default queue, preferably based on where they most > recently opened a ticket, > > but alternatively as a manual setting on their profile. > > Sounds like you want to turn this on globally. > http://bestpractical.com/rt/docs/latest/RT_Config.html#RememberDefaultQueue > > The config option above it may also be of interest. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Apr 11 17:07:55 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Apr 2013 17:07:55 -0400 Subject: [rt-users] Per User Default Queues In-Reply-To: References: <20130411205044.GP1503@jibsheet.com> Message-ID: <20130411210755.GQ1503@jibsheet.com> On Thu, Apr 11, 2013 at 04:58:57PM -0400, Erik McCormick wrote: >> On Thu, Apr 11, 2013 at 4:50 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: >> On Thu, Apr 11, 2013 at 04:46:26PM -0400, Erik McCormick wrote: >> > I've been working on letting users work in the self-service >> > portal for the first time, and have everything mostly working OK. >> > However, the one issue I'm having is that I want to be able >> > to set a per-user default queue, preferably based on where they most recently opened a >> > ticket, but alternatively as a manual setting on their profile. > >> Sounds like you want to turn this on globally. >> http://bestpractical.com/rt/docs/latest/RT_Config.html#RememberDefaultQueue > > I actually had looked at that config variable, but it seemed to be reliant upon whatever a > user had last selected in the web interface. Given that these users will initially be created > via email gateway and then later opening tickets in the web portal with no way to select a > queue through a dropdown list, they would never have the opportunity to seed that variable. I assume by 'web portal' you mean the Self Service interface. If the user shouldn't see the queue and shouldn't be able to create tickets there, why do they have the SeeQueue and CreateTicket rights granted? Rather than patching RT, why not just tune your rights? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kenn.crocker at gmail.com Thu Apr 11 21:26:41 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 11 Apr 2013 18:26:41 -0700 Subject: [rt-users] My Reminders In-Reply-To: References: Message-ID: Ram, Kinda interested as to why someone other than the owner of the ticket managed to even create a reminder. I would think the owner of the ticket would not want other people messing with his ticket and only the owner would control what happens to the ticket. However, be that as it may, when a reminder ticket is created, I believe the OWNER of that tickets gets to see the reminders on HIS tickets. I may be wrong, but that's how I think it goes. Kenn On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: > Anyone? > > >> Ran into some unexpected behavior today - looking for insight. >> >> User1 owns a ticket and user2 set a reminder on the ticket - the reminder >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my >> reminders' module. >> >> Is that the expected behavior? >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Thu Apr 11 22:28:47 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 11 Apr 2013 19:28:47 -0700 (PDT) Subject: [rt-users] Custom Fields and CommandByMail Message-ID: <1365733727.34547.YahooMailNeo@web140602.mail.bf1.yahoo.com> Hi all, I've been trying for a while to make work the Custom Fields with CommandByMail and cannot find where the problem is. There is a form on the support page that sends an email with this content: Requestor: requestor at domain.com CF.{CustomField1}: 201 CF.{CustomField2}: aaaa CF.{CustomField3}: bbbbbbb CF.{Custom Field4}: ccccccc CF.{Custom Field5}: ddddddddd CF.{Custom Field6}: TTPPEE THis is a test.. test test test this is a test I granted globally to Everyone/Privileged/Unprivileged/Requestors to SeeCustomField/ModifyCustomField, same for each Custom Fields and on each Queue. I'm using rt-mailgate to download the emails and transfer them to RT, the tickets are create and the requestor is changed, but Custom Fields are not changed. RT Version: 4.0.10 / CommandByMail: 0.10 I tried once and below is the output of the debug log. Thank you for your help, Charly [Fri Apr 12 01:35:07 2013] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Apr 12 01:35:07 2013] [debug]: Mail from user #58 (user at domain.com) (/data/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82) [Fri Apr 12 01:35:07 2013] [debug]: Running CommandByMail as user at domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:184) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: Requestor =>? requestor at domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField1} =>? 201 (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField2} =>? aaaa (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField3} =>? bbbbbbb (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field4} =>? ccccccc (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field5} =>? ddddddddd (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field6} =>? TTPPEE (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Got command requestor => requestor at domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield1} => 201 (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield2} => aaaa (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213c [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield3} => bbbbbbb (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field4} => ccccccc (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field5} => ddddddddd (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field6} => TTPPEE (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80416 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80417 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80418 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80419 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to prepare scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:177) [Fri Apr 12 01:35:07 2013] [debug]: Found 6 scrips for TransactionCreate stage with applicable type(s) Create for txn #80420 on ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:377) [Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Apr 12 01:35:07 2013] [debug]: Skipping Scrip #21 because it isn't applicable (/data/rt4/sbin/../lib/RT/Scrips.pm:229) [Fri Apr 12 01:35:07 2013] [debug]: Skipping Scrip #2 because it isn't applicable (/data/rt4/sbin/../lib/RT/Scrips.pm:229) [Fri Apr 12 01:35:07 2013] [debug]: Skipping Scrip #14 because it isn't applicable (/data/rt4/sbin/../lib/RT/Scrips.pm:229) [Fri Apr 12 01:35:07 2013] [debug]: About to commit scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:200) [Fri Apr 12 01:35:07 2013] [debug]: Committing scrip #4 on txn #80420 of ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:182) [Fri Apr 12 01:35:07 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f1973ed92e8), id 80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:628) [Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield To; recipients are? (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] Test using CF -- 9:35 From: xxxxxxxxxxxxxxxxxxxxxxxxxx Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx In-Reply-To: References: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx [Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from To: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Cc; recipients are? (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] Test using CF -- 9:35 From: xxxxxxxxxxxxxxxxxxxxxxxxxx Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx X-RT-Original-Encoding: utf-8 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) [Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Cc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Bcc; recipients are agent at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] Test using CF -- 9:35 From: xxxxxxxxxxxxxxxxxxxxxxxxxx Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx [Fri Apr 12 01:35:07 2013] [debug]: Got user mail preference 'Individual messages' for user user at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:665) [Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Bcc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Apr 12 01:35:07 2013] [debug]: No recipients found for deferred delivery on transaction #80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:696) [Fri Apr 12 01:35:07 2013] [info]: #8693/80420 - Scrip 4 On Create Notify AdminCcs (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Fri Apr 12 01:35:07 2013] [info]: sent? Bcc: user at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80421 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: Committing scrip #18 on txn #80420 of ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:182) [Fri Apr 12 01:35:07 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f1973ed92e8), id 80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:628) [Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield To; recipients are requestor at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35 From: xxxxxxxxxxxxxxxxxxxxxxxxxx Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx [Fri Apr 12 01:35:07 2013] [debug]: Got user mail preference 'Individual messages' for user user at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:665) [Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from To: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Cc; recipients are? (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35 From: xxxxxxxxxxxxxxxxxxxxxxxxxx Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx [Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Cc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Apr 12 01:35:07 2013] [debug]: Working on mailfield Bcc; recipients are? (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Apr 12 01:35:07 2013] [debug]: Subject: [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35 From: xxxxxxxxxxxxxxxxxxxxxxxxxx Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx In-Reply-To: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxx [Fri Apr 12 01:35:07 2013] [debug]: Removing deferred recipients from Bcc: line (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Apr 12 01:35:07 2013] [debug]: Setting deferred recipients for attribute creation (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Apr 12 01:35:07 2013] [debug]: No recipients found for deferred delivery on transaction #80420 (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:696) [Fri Apr 12 01:35:07 2013] [info]: #8693/80420 - Scrip 18 On Create Notify Requestor with Auto-Reply? (Created via email) (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Fri Apr 12 01:35:07 2013] [info]: sent? To: requestor at domain.com (/data/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [Fri Apr 12 01:35:07 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [NAME - QUEUE #8693] AutoReply: Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80422 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: Committing scrip #11 on txn #80420 of ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:182) [Fri Apr 12 01:35:07 2013] [info]: Ticket 8693 created in queue 'queue' by user at domain.com (/data/rt4/sbin/../lib/RT/Ticket.pm:688) [Fri Apr 12 01:35:07 2013] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #80420 on ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:377) From freddie.quah at springworks.com.my Fri Apr 12 04:01:43 2013 From: freddie.quah at springworks.com.my (Freddie Quah [Springworks]) Date: Fri, 12 Apr 2013 16:01:43 +0800 Subject: [rt-users] Problem with multple new tickets on same subject Message-ID: <002101ce3753$fa83adb0$ef8b0910$@springworks.com.my> Hi, I am not sure if there is any solution to this. I have been digging everywhere for information but no solution to it so far. I am currently using RT 4.0.10. Customer creates ticket via email. Below is the scenario: Customer A and Customer B are colleagues. Customer A emails to the RT's email and include Customer B in the loop. RT create new ticket and send auto reply email to Customer A with Ticket ID Customer B "reply all" on the original email sent by Customer A thus creating another ticket on RT. Is there a way to recognize the subject text instead when there is no ticket ID present? Thanks & Regards, Freddie Quah 450_V2-Springworks CONFIDENTIALITY CAUTION: This message is intended only for the use of the individual or entity to whom it is addressed and may contain information that is privileged and confidential. If you, the reader of this message, are not the intended recipient, you should not disseminate, distribute or copy this communication. If you have received this communication in error, please notify us immediately by return email and delete the original message. Thank you. cid:image001.png at 01CCA2BB.CF75F520 Please consider the environment before printing this e-mail -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 18419 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 799 bytes Desc: not available URL: From juanjillo at gmail.com Fri Apr 12 05:27:30 2013 From: juanjillo at gmail.com (Juanjo) Date: Fri, 12 Apr 2013 11:27:30 +0200 Subject: [rt-users] Serach only for a text not entire word Message-ID: Hello. My install: RT 4.0.10 and PostgreSQL Indexed database. If I do a "Content" search for this word "ExtensionHardening" works fine, and give the two tickets that have this word. But if i search only for "Hardening" i have no results. Could I search only for a part of a word? Thanks Kindest Regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex.kucheryuk at eltoma-offshore.com Fri Apr 12 06:06:46 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Fri, 12 Apr 2013 13:06:46 +0300 Subject: [rt-users] Shredder - remove dashboard and classes Message-ID: <5167DCB6.5080504@eltoma-offshore.com> Hi! Which fields do I need to use for shredder to remove : * Dashboard * Classes (used in Articles) -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at pgs-info.de Fri Apr 12 08:43:31 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 12 Apr 2013 14:43:31 +0200 Subject: [rt-users] Odd number of elements... Message-ID: <51680173.4050207@pgs-info.de> Hello, when restarting Apache I get the mistakes Restarting web server: apache2 Odd number of elements in anonymous hash at /usr/share/request-tracker4/lib/RT/Config.pm line 1072. Odd number of elements in hash assignment at /usr/share/request-tracker4/lib/RT/Config.pm line 1073. ... waiting . Odd number of elements in anonymous hash at /usr/share/request-tracker4/lib/RT/Config.pm line 1072. Odd number of elements in hash assignment at /usr/share/request-tracker4/lib/RT/Config.pm line 1073. According to the wiki etc. the error should be in my > [...] config file. Somewhere you set a hash option > (key-value pairs), but misses key or value and number of elements in > assignment is odd But I just can't find the error. I even commented out one setting after another to try it out, but that didn't work either. I also made, as recommended, all changes via /RT_SiteConfig.d and not in the original RT_SiteConfig.pm. I'm running RT4 on Debian Squeeze (backports) without an upgrade from an earlier 3.8. My custom changes are (*=anonymized): ######## GENERAL ####################################################### #Organisation Set($rtname, '****'); Set($LogToSysLog, ''); #disable syslog Set($LogToFile, 'debug'); #alles loggen Set($LogDir, '/var/log/request-tracker4'); #pfad Set($LogToFileNamed, 'rt4.log'); #dateiname # Email Loops verhindern Set($RTAddressRegexp, '^(rt\@****\.de|rt-comment\@****\.de|sysadmin\@****\.de)$'); # Webdomain override Set($WebDomain, '***.***.***.***'); Set($WebPort, 443); Set($WebPath , "/rt"); Set($WebBaseURL , "https://***.***.***.***"); # auto-create users for unknown incoming mails Set($AutoCreate, {Privileged => 0}); #Disable GnuPG Set($GnuPG, {'Enable' => 0}); #Default Theme Set($WebDefaultStylesheet, 'web2'); #Passwortl?nge Set($MinimumPasswordLength, 8); #Sort Order Set($OldestTransactionsFirst, 0); #Volltextsuche Set(%FullTextSearch, Enable => 1, Indexed => 0,); ######## CUSTOM STATUS ################################################# [...] ######## PLUGINS ####################################################### # Plugins Set(@Plugins,(qw( RTx::Calendar RT::Extension::JSGantt ))); # Calendar Plugin Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); #Refresh global Set($HomePageRefreshInterval, "900"); Set($SearchResultsRefreshInterval, "60"); #JSGantt # add RT::Extension::JSGantt to @Plugins: e.g. # Set(@Plugins,'RT::Extension::JSGantt'); # customize JSGantt as you wish: Set( %JSGanttOptions, DefaultFormat => 'week', # day or week or month or quarter ShowOwner => 1, ShowProgress => 1, ShowDuration => 1, # define your own color scheme: # ColorScheme => ['ff0000', 'ffff00', 'ff00ff', '00ff00', '00ffff', '0000ff'], # we color owners consistently by default, you can disable it via: # ColorSchemeByOwner => 0, # you can specify colors to use, unspecified owners will be # assigned to some color automatically: # ColorSchemeByOwner => { root => 'ff0000', foo => '00ff00' }, # if can't find both start and end dates, use this color NullDatesColor => 333, # to caculate day length WorkingHoursPerDay => 8, # used to set start/end if one exists but the other does not DefaultDays => 7, ); #EOF Any ideas, reccomendations, hints? Thanks in advance, Patrick From lists at pgs-info.de Fri Apr 12 09:05:30 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 12 Apr 2013 15:05:30 +0200 Subject: [rt-users] Redirect when no access / no rights? Message-ID: <5168069A.2080002@pgs-info.de> Hello, as described in <514C70F2.1040200 at pgs-info.de>, I run two queues, Level1 and Level2. My Level2 users now have a custom status "returned". When chosing this status for a ticket, the ticket will change the queue to Level1, will be set to unowned and escalations will be reset to the beginning. This whole thing works fine. The only thing: As soon as the tickets' level is set to "returned" and so the queue has changed, the user gets an error site: "No permission to view ticket" Which is correct, because the ticket has left his queue. Is it possible to redirect the user to his RT at a glance site in this case? Yes, it's jaust a click, but a displayed error may be disturbing for the user, especially when he did nothing wrong. Thanks in advence, Patrick From falcone at bestpractical.com Fri Apr 12 10:17:00 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Apr 2013 10:17:00 -0400 Subject: [rt-users] Custom Fields and CommandByMail In-Reply-To: <1365733727.34547.YahooMailNeo@web140602.mail.bf1.yahoo.com> References: <1365733727.34547.YahooMailNeo@web140602.mail.bf1.yahoo.com> Message-ID: <20130412141700.GR1503@jibsheet.com> On Thu, Apr 11, 2013 at 07:28:47PM -0700, charlycr74 at yahoo.com.ar wrote: > I've been trying for a while to make work the Custom Fields with CommandByMail and cannot find where the problem is. > > There is a form on the support page that sends an email with this content: > > Requestor: requestor at domain.com > CF.{CustomField1}: 201 > CF.{CustomField2}: aaaa > CF.{CustomField3}: bbbbbbb > CF.{Custom Field4}: ccccccc > CF.{Custom Field5}: ddddddddd > CF.{Custom Field6}: TTPPEE > THis is a test.. test test test this is a test > > I granted globally to Everyone/Privileged/Unprivileged/Requestors to SeeCustomField/ModifyCustomField, same for each Custom Fields and on each Queue. If these are Queue lever CFs rather than Global CFs and you are Creating tickets rather than updating them, they may well need SeeQueue rights in order to load the custom field. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Apr 12 10:19:29 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Apr 2013 10:19:29 -0400 Subject: [rt-users] Serach only for a text not entire word In-Reply-To: References: Message-ID: <20130412141929.GS1503@jibsheet.com> On Fri, Apr 12, 2013 at 11:27:30AM +0200, Juanjo wrote: > My install: RT 4.0.10 and PostgreSQL Indexed database. > > If I do a "Content" search for this word "ExtensionHardening" works fine, and give the two > tickets that have this word. > > But if i search only for "Hardening" i have no results. The type of searches that can match are governed by PostgreSQL not really by RT here. We're at the mercy of how Pg chunks up your text and indexes it. You can read a lot more about how Pg FTS works here: http://www.postgresql.org/docs/9.2/static/textsearch.html I've linked to 9.2, but choose your appropriate version. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Apr 12 10:24:02 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Apr 2013 10:24:02 -0400 Subject: [rt-users] Shredder - remove dashboard and classes In-Reply-To: <5167DCB6.5080504@eltoma-offshore.com> References: <5167DCB6.5080504@eltoma-offshore.com> Message-ID: <20130412142402.GT1503@jibsheet.com> On Fri, Apr 12, 2013 at 01:06:46PM +0300, Alexander Kucheryuk wrote: > Which fields do I need to use for shredder to remove : Are you trying to delete a lot of these, because the Delete button on Dashboards does actually delete from the database. > * Dashboard > * Classes (used in Articles) In both cases you need to use the Object plugin and point at Attributes for Dashboard and Classes along with the specific id. Keep in mind that Shredder has no special logic for either of these, so you'll want to be sure you clean up articles before cleaning up Classes, otherwise you'll have a bunch of orphaned objects. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Apr 12 10:28:01 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Apr 2013 10:28:01 -0400 Subject: [rt-users] Odd number of elements... In-Reply-To: <51680173.4050207@pgs-info.de> References: <51680173.4050207@pgs-info.de> Message-ID: <20130412142801.GU1503@jibsheet.com> On Fri, Apr 12, 2013 at 02:43:31PM +0200, Patrick G. Stoesser wrote: > Restarting web server: apache2 > Odd number of elements in anonymous hash at > /usr/share/request-tracker4/lib/RT/Config.pm line 1072. > Odd number of elements in hash assignment at > /usr/share/request-tracker4/lib/RT/Config.pm line 1073. > ######## CUSTOM STATUS ################################################# > [...] You deleted this part, which I assume is a custom Lifecycles config and is the #1 place where people accidentally mess up and have a bad data format. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alex.kucheryuk at eltoma-offshore.com Fri Apr 12 10:29:40 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Fri, 12 Apr 2013 17:29:40 +0300 Subject: [rt-users] Shredder - remove dashboard and classes In-Reply-To: <20130412142402.GT1503@jibsheet.com> References: <5167DCB6.5080504@eltoma-offshore.com> <20130412142402.GT1503@jibsheet.com> Message-ID: <51681A54.9030006@eltoma-offshore.com> This seems like a silly question but where is delete button to remove dashboards ? Where is it physically located ? In regards to classes, which field do I use in shredder - objects ? On 12/4/2013 5:24 PM, Kevin Falcone wrote: > On Fri, Apr 12, 2013 at 01:06:46PM +0300, Alexander Kucheryuk wrote: >> Which fields do I need to use for shredder to remove : > Are you trying to delete a lot of these, because the Delete button on > Dashboards does actually delete from the database. > >> * Dashboard >> * Classes (used in Articles) > In both cases you need to use the Object plugin and point at > Attributes for Dashboard and Classes along with the specific id. Keep > in mind that Shredder has no special logic for either of these, so > you'll want to be sure you clean up articles before cleaning up > Classes, otherwise you'll have a bunch of orphaned objects. > > -kevin From falcone at bestpractical.com Fri Apr 12 10:40:09 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Apr 2013 10:40:09 -0400 Subject: [rt-users] Shredder - remove dashboard and classes In-Reply-To: <51681A54.9030006@eltoma-offshore.com> References: <5167DCB6.5080504@eltoma-offshore.com> <20130412142402.GT1503@jibsheet.com> <51681A54.9030006@eltoma-offshore.com> Message-ID: <20130412144009.GV1503@jibsheet.com> On Fri, Apr 12, 2013 at 05:29:40PM +0300, Alexander Kucheryuk wrote: > This seems like a silly question but where is delete button to > remove dashboards ? Where is it physically located ? On the Basics page. This assumes your user has the appropriate Delete*Dashboard right. > In regards to classes, which field do I use in shredder - objects ? http://bestpractical.com/rt/docs/latest/RT/Shredder/Plugin/Objects.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alex.kucheryuk at eltoma-offshore.com Fri Apr 12 10:44:40 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Fri, 12 Apr 2013 17:44:40 +0300 Subject: [rt-users] Shredder - remove dashboard and classes In-Reply-To: <20130412144009.GV1503@jibsheet.com> References: <5167DCB6.5080504@eltoma-offshore.com> <20130412142402.GT1503@jibsheet.com> <51681A54.9030006@eltoma-offshore.com> <20130412144009.GV1503@jibsheet.com> Message-ID: <51681DD8.8060501@eltoma-offshore.com> I can't find the name of the argument for classes. I tried "Class" and "Classes" but it says invalid argument. On 12/4/2013 5:40 PM, Kevin Falcone wrote: > On Fri, Apr 12, 2013 at 05:29:40PM +0300, Alexander Kucheryuk wrote: >> This seems like a silly question but where is delete button to >> remove dashboards ? Where is it physically located ? > On the Basics page. This assumes your user has the appropriate > Delete*Dashboard right. > >> In regards to classes, which field do I use in shredder - objects ? > http://bestpractical.com/rt/docs/latest/RT/Shredder/Plugin/Objects.html > > -kevin From admin at dougware.net Fri Apr 12 11:20:20 2013 From: admin at dougware.net (Doug Eubanks) Date: Fri, 12 Apr 2013 11:20:20 -0400 Subject: [rt-users] round-robin auto assignment? Message-ID: Sorry to dig an old thread up, but I'm looking at this URL: http://www.gossamer-threads.com/lists/rt/users/39136 This scrip works, but seems to always pick a random user from the list, it appears that's not matching on one of these two lines: foreach $i ( @owners) { if ($owners[$i] == $last_owner) { Here is the complete scrip that I am using: my @owners = qw( 1640 15482 22087 8674 ); # need to grab id from Users table push(@owners, @owners); my $tickets = RT::Tickets->new($RT::SystemUser); $tickets->LimitQueue(VALUE => 'Sales'); # my queue, yours may differ $tickets->LimitId(VALUE => $self->TicketObj->Id, OPERATOR => '!='); $tickets->OrderBy(FIELD => 'id', ORDER => 'DESC'); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner; my $i = 0; my $isSet = 0; my $new_owner; foreach $i ( @owners) { if ($owners[$i] == $last_owner) { $new_owner = $owners[$i+1]; $self->TicketObj->SetOwner($new_owner); $isSet = 1; } } if (!($isSet)) { my $randOwner = int(rand($#owners)); $randOwner = $owners[$randOwner]; $self->TicketObj->SetOwner($randOwner); } Any help or suggestions would be great! Thanks, Doug Eubanks admin at dougware.net K1DUG (919) 201-8750 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Fri Apr 12 11:58:32 2013 From: ram0502 at gmail.com (Ram) Date: Fri, 12 Apr 2013 08:58:32 -0700 Subject: [rt-users] My Reminders Message-ID: > > On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: > > Anyone? > > > > > >> Ran into some unexpected behavior today - looking for insight. > >> > >> User1 owns a ticket and user2 set a reminder on the ticket - the > reminder > >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my > >> reminders' module. > >> > >> Is that the expected behavior? > >> > >> > > > > Ram, > Kinda interested as to why someone other than the owner of the ticket > managed to even create a reminder. I would think the owner of the ticket > would not want other people messing with his ticket and only the owner > would control what happens to the ticket. However, be that as it may, when > a reminder ticket is created, I believe the OWNER of that tickets gets to > see the reminders on HIS tickets. > I may be wrong, but that's how I think it goes. > Kenn I have a manager who wants to keep an eye on a particular ticket one of his team-members owns so he can ensure it doesn't stagnate. What is the purpose of the 'Owner' drop down in the Reminders portlet on Ticket/Display.html? -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at ucsc.edu Fri Apr 12 11:59:04 2013 From: tjg at ucsc.edu (Tim Gustafson) Date: Fri, 12 Apr 2013 08:59:04 -0700 Subject: [rt-users] Cross-Site Forgery Warning from Gmail Message-ID: Hi, When I click on an RT link from Gmail, I'm getting: RT has detected a possible cross-site request forgery for this request, because your browser did not supply a Referrer header. I already have: Set( @ReferrerWhitelist, qw(*.google.com:443) ); But, as the error message states: the warning is being reported because of the lack of a Referrer header. Can this be fixed for links that come from Gmail? -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From kenn.crocker at gmail.com Fri Apr 12 12:12:53 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Fri, 12 Apr 2013 09:12:53 -0700 Subject: [rt-users] My Reminders Message-ID: <205175035319520441@unknownmsgid> Ram, Then why not just create a search that pulls tickets based on your date and owner parameters and put it in a dashboard and have it go to the guy instead of giving him permissions that lets him muck around in tickets he doesn't own? Keeps the problems at a minimum. Kenn Sent from my Windows Phone ------------------------------ From: Ram Sent: 4/12/2013 8:58 AM To: rt-users Subject: Re: [rt-users] My Reminders On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: > > Anyone? > > > > > >> Ran into some unexpected behavior today - looking for insight. > >> > >> User1 owns a ticket and user2 set a reminder on the ticket - the > reminder > >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my > >> reminders' module. > >> > >> Is that the expected behavior? > >> > >> > > > > Ram, > Kinda interested as to why someone other than the owner of the ticket > managed to even create a reminder. I would think the owner of the ticket > would not want other people messing with his ticket and only the owner > would control what happens to the ticket. However, be that as it may, when > a reminder ticket is created, I believe the OWNER of that tickets gets to > see the reminders on HIS tickets. > I may be wrong, but that's how I think it goes. > Kenn I have a manager who wants to keep an eye on a particular ticket one of his team-members owns so he can ensure it doesn't stagnate. What is the purpose of the 'Owner' drop down in the Reminders portlet on Ticket/Display.html? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Apr 12 13:18:44 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 12 Apr 2013 10:18:44 -0700 Subject: [rt-users] round-robin auto assignment? In-Reply-To: References: Message-ID: <516841F4.70104@bestpractical.com> On 04/12/2013 08:20 AM, Doug Eubanks wrote: > foreach $i ( @owners) { > if ($owners[$i] == $last_owner) { > $new_owner = $owners[$i+1]; The above makes no sense, likely written by someone who doesn't know Perl. For loops don't loop over array indexes when just given an array, they loop over the array items. Try: foreach $id (@owner) { if ($id == $last_owner) { $new_owner = $id; > $self->TicketObj->SetOwner($new_owner); > $isSet = 1; > } > } From admin at dougware.net Fri Apr 12 14:06:49 2013 From: admin at dougware.net (Doug Eubanks) Date: Fri, 12 Apr 2013 14:06:49 -0400 Subject: [rt-users] round-robin auto assignment? In-Reply-To: <516841F4.70104@bestpractical.com> References: <516841F4.70104@bestpractical.com> Message-ID: I apologize, but Perl isn't my strong suit. :D Changing those three lines still compiles and updates the scrip, but it doesn't do anything and never assigns the ticket to anyone now. Doug Sincerely, Doug Eubanks admin at dougware.net K1DUG (919) 201-8750 On Fri, Apr 12, 2013 at 1:18 PM, Thomas Sibley wrote: > On 04/12/2013 08:20 AM, Doug Eubanks wrote: > > foreach $i ( @owners) { > > if ($owners[$i] == $last_owner) { > > $new_owner = $owners[$i+1]; > > The above makes no sense, likely written by someone who doesn't know > Perl. For loops don't loop over array indexes when just given an array, > they loop over the array items. Try: > > foreach $id (@owner) { > if ($id == $last_owner) { > $new_owner = $id; > > > $self->TicketObj->SetOwner($new_owner); > > $isSet = 1; > > } > > } > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Apr 12 14:22:00 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 12 Apr 2013 11:22:00 -0700 Subject: [rt-users] round-robin auto assignment? In-Reply-To: References: <516841F4.70104@bestpractical.com> Message-ID: <516850C8.8020506@bestpractical.com> On 04/12/2013 11:06 AM, Doug Eubanks wrote: > I apologize, but Perl isn't my strong suit. :D > > Changing those three lines still compiles and updates the scrip, but it > doesn't do anything and never assigns the ticket to anyone now. Oh, I see, the previous code was trying to set the owner as the next user in the array (but may have set an undef owner if the current owner was the last one in the array). I think you'll need to update the code to set $new_owner to the next owner instead of a random one. I haven't fully read the scrip though, so there may be an underlying more fundamental problem. From jessicawriter85 at gmail.com Fri Apr 12 14:42:30 2013 From: jessicawriter85 at gmail.com (Jessica Reuter) Date: Fri, 12 Apr 2013 14:42:30 -0400 Subject: [rt-users] Problem setting up RT database Message-ID: Hi all, I'm trying to install RT on Linux, and I got all the dependencies to work, used make install to install RT, and changed RT_SiteConfig.pm. But, I can't get the web server set up properly. When I try to set it up by running /opt/rt4/sbin/rt-server, I'm told that "RT couldn't connect to the database where tickets are stored" and "Connect failed access denied for user 'rt_user'@''localhost' using password YES". Then, the program hangs, and I have control-C out of it. I changed my root user name and password in RT_SiteConfig.pm and checked my permissions, but I can't figure out what's going on. If anyone could help me out, I'd appreciate it. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at pgs-info.de Fri Apr 12 15:17:17 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 12 Apr 2013 21:17:17 +0200 Subject: [rt-users] Odd number of elements... In-Reply-To: <20130412142801.GU1503@jibsheet.com> References: <51680173.4050207@pgs-info.de> <20130412142801.GU1503@jibsheet.com> Message-ID: <51685DBD.7070504@pgs-info.de> oh! you're right - so i'm gonna check that out and give feedback here. in a few days, actually. regards, patrick Am 12.04.2013 16:28, schrieb Kevin Falcone: > On Fri, Apr 12, 2013 at 02:43:31PM +0200, Patrick G. Stoesser wrote: >> Restarting web server: apache2 >> Odd number of elements in anonymous hash at >> /usr/share/request-tracker4/lib/RT/Config.pm line 1072. >> Odd number of elements in hash assignment at >> /usr/share/request-tracker4/lib/RT/Config.pm line 1073. >> ######## CUSTOM STATUS ################################################# >> [...] > > > You deleted this part, which I assume is a custom Lifecycles config and > is the #1 place where people accidentally mess up and have a bad data > format. > > -kevin > From charlycr74 at yahoo.com.ar Fri Apr 12 15:29:30 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Fri, 12 Apr 2013 12:29:30 -0700 (PDT) Subject: [rt-users] change location of elements on the ticket menu Message-ID: <1365794970.63042.YahooMailNeo@web140603.mail.bf1.yahoo.com> Hi, How can I do to move the "Resolved" element to the ticket menu instead of having it under "Actions"? Members would like to have easier access to it. RT Version: 4.0.10 Thank you From kjohnson at eclypse.org Fri Apr 12 18:01:38 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Fri, 12 Apr 2013 17:01:38 -0500 Subject: [rt-users] Warning when open ticket 'Modify people' in RT4 In-Reply-To: References: Message-ID: <83FFBDA4786242B8A499E742D149D4C9@KJDESKTOP> I recently upgraded an RT installation from 3.4.5 to 4.0.7, in parallel to the original installation, and am still testing RT 4.0. In general things look good now, but I receive this warning in the Apache2 error.log when I select the Modify people option for a ticket. For example, (http://10.20.30.40/rt4/Ticket/ModifyPeople.html?id=12345) (real IP address obscured...) [Fri Apr 12 21:34:10 2013] [warning]: Use of uninitialized value $Text::Template::GEN5::comment in substitution (s///) at template line 1. (template:1) The 'GENnn' part of the message is variable, but 'nn' is always observed to be a sequentially increasing multiple of 5. (0, 5, 10, etc.) What could I do to track this down further? Ken From falcone at bestpractical.com Fri Apr 12 18:47:07 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Apr 2013 18:47:07 -0400 Subject: [rt-users] Problem setting up RT database In-Reply-To: References: Message-ID: <20130412224707.GA54373@jibsheet.com> On Fri, Apr 12, 2013 at 02:42:30PM -0400, Jessica Reuter wrote: > I'm trying to install RT on Linux, and I got all the dependencies to work, used make install > to install RT, and changed RT_SiteConfig.pm. But, I can't get the web server set up properly. > When I try to set it up by running /opt/rt4/sbin/rt-server, I'm told that "RT couldn't connect > to the database where tickets are stored" and "Connect failed access denied for user > 'rt_user'@''localhost' using password YES". > > Then, the program hangs, and I have control-C out of it. > > I changed my root user name and password in RT_SiteConfig.pm and checked my permissions, but I > can't figure out what's going on. If anyone could help me out, I'd appreciate it. You appear to have skipped over the rest of that message: RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. Look at the end of it, you'll see something like: HTTP::Server::PSGI: Accepting connections at http://0:8084/ which you can click on. Of course, the easier way to get your database set up is simply to follow the manual portion of 6a in the readme and type make initialize-database to set up your database. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Apr 12 18:51:42 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Apr 2013 18:51:42 -0400 Subject: [rt-users] Warning when open ticket 'Modify people' in RT4 In-Reply-To: <83FFBDA4786242B8A499E742D149D4C9@KJDESKTOP> References: <83FFBDA4786242B8A499E742D149D4C9@KJDESKTOP> Message-ID: <20130412225142.GB54373@jibsheet.com> On Fri, Apr 12, 2013 at 05:01:38PM -0500, Ken Johnson wrote: > > I recently upgraded an RT installation from 3.4.5 to 4.0.7, in parallel to > the original installation, and am still testing RT 4.0. > > In general things look good now, but I receive this warning in the Apache2 > error.log when I select the Modify people option for a ticket. > For example, (http://10.20.30.40/rt4/Ticket/ModifyPeople.html?id=12345) > (real IP address obscured...) > > [Fri Apr 12 21:34:10 2013] [warning]: Use of uninitialized value > $Text::Template::GEN5::comment in substitution (s///) at template line 1. > (template:1) Your Admin Comment template likely contains older code that a) warns and b) has some bugs. You can go find that template and compare it to the code here: https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L295 After editing your template, ensure that AdminCcs are still sent mail on Comments. It's easy to introduce errors there. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From miles at digitalphotobox.net Fri Apr 12 19:13:32 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Fri, 12 Apr 2013 16:13:32 -0700 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: References: Message-ID: Anyone have any idea how this can be resolved? On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs wrote: > Yes but what exactly do you change to get out front of the ticket number? > > Sent from my iPhone > > On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov wrote: > > Just change AutoReply and Resolved template. > > > On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs wrote: > >> Right now I'm trying to tweak out one last thing in RT. Basically every >> email client/host has various parameters for determining if/how to thread >> emails, so I'm fighting a spread out battle. What I'm up against now is >> ensuring a "Re:" is put on the ***front**** of every subject sent out of RT >> unless it is an original email to that contact. The two key places this >> seems to be currently missing is the Auto Replies and resolving tickets. >> >> Any idea how I can get that little element cleaned up. >> >> Cheers >> >> Miles Scruggs >> miles at digitalphotobox.net >> >> >> >> > > > -- > Best regards, Ruslan. > > -- Cheers, Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Apr 12 19:52:04 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 12 Apr 2013 16:52:04 -0700 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: References: Message-ID: <51689E24.8050104@bestpractical.com> On 04/12/2013 04:13 PM, Miles Scruggs wrote: > Anyone have any idea how this can be resolved? There's no option to move the tag and the code always adds it to the front. I extracted an extension from customer work which moves the subject tag all the way to the end. Try it out once it shows up at https://metacpan.org/module/RT::Extension::TrailingSubjectTag (should be within the hour). It's not quite what you want, necessarily, since it may obscure the ticket ID in long subjects, but it'll make your Re: first. Thomas From jkelsh at netspot.com.au Fri Apr 12 19:53:16 2013 From: jkelsh at netspot.com.au (John Kelsh) Date: Sat, 13 Apr 2013 09:23:16 +0930 Subject: [rt-users] Script to Squelch Queue AdminCc's on Ticket Creation In-Reply-To: <51658216.7030806@netspot.com.au> References: <51658216.7030806@netspot.com.au> Message-ID: <51689E6C.7070909@netspot.com.au> Alternately, is there any other way to stop a subset of the new ticket notifications being sent to Queue AdminCc's? Thanks, On 11/04/13 12:45 AM, John Kelsh wrote: > Hi All, > > I've setup the following scrip to squelch Queue AdminCc's where the > requestor matches a pattern. The scrip seems to be functioning correctly > yet correspondence is still being sent to Queue AdminCc's. > > Is anyone able to shed some light on where I'm going wrong here. > > Thanks, > > > my $requestor = $self->TicketObj->RequestorAddresses; > my $pattern = 'somepattern'; > > if ( $requestor =~ m/$pattern/ ) { > $RT::Logger->info( 'Requestor Address: '.$requestor.' matches > regex: '.$pattern.' squelching output to AdminCc\'s' ); > my @admincc = split( ', ', > $self->TicketObj->QueueObj->AdminCcAddresses ); > > foreach ( @admincc ) { > $self->TicketObj->SquelchMailTo( $_ ); > $RT::Logger->info( 'Squelched email to: '.$_ ); > } > } > > return 1; From kenn.crocker at gmail.com Fri Apr 12 20:18:03 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Fri, 12 Apr 2013 17:18:03 -0700 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: <002101ce3753$fa83adb0$ef8b0910$@springworks.com.my> References: <002101ce3753$fa83adb0$ef8b0910$@springworks.com.my> Message-ID: Freddy, Instruct your users that RT takes care of "CC's" and that they do NOT need to do a "Reply All". A simple "Reply" will do. I have put that comment into many templates. Kenn On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] < freddie.quah at springworks.com.my> wrote: > Hi,**** > > ** ** > > I am not sure if there is any solution to this. I have been digging > everywhere for information but no solution to it so far.**** > > ** ** > > I am currently using RT 4.0.10. Customer creates ticket via email. Below > is the scenario:**** > > ** ** > > Customer A and Customer B are colleagues. **** > > Customer A emails to the RT?s email and include Customer B in the loop.*** > * > > RT create new ticket and send auto reply email to Customer A with Ticket ID > **** > > Customer B ?reply all? on the original email sent by Customer A thus > creating another ticket on RT.**** > > ** ** > > Is there a way to recognize the subject text instead when there is no > ticket ID present?**** > > ** ** > > ** ** > > Thanks & Regards,**** > > *Freddie Quah* > > ** ** > > [image: 450_V2-Springworks]**** > > **** > > *CONFIDENTIALITY CAUTION: * > This message is intended only for the use of the individual or entity to > whom it is addressed and may contain information that is privileged and > confidential. If you, the reader of this message, are not the intended > recipient, you should not disseminate, distribute or copy this > communication. If you have received this communication in error, please > notify us immediately by return email and delete the original message. > Thank you.**** > > ** ** > > *[image: cid:image001.png at 01CCA2BB.CF75F520]** *Please consider the > environment before printing this e-mail**** > > ** ** > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 799 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 18419 bytes Desc: not available URL: From ram0502 at gmail.com Fri Apr 12 21:15:19 2013 From: ram0502 at gmail.com (Ram) Date: Fri, 12 Apr 2013 18:15:19 -0700 Subject: [rt-users] My Reminders In-Reply-To: <205175035319520441@unknownmsgid> References: <205175035319520441@unknownmsgid> Message-ID: Hi Kenn, Thanks for the reply. After composing a reply to you where I ended up saying 'which is exactly what the reminders feature seems to do, usually' I decided to try to reproduce the problem myself. I had originally taken the user's word (User2) that the reminder wasn't showing up for him but after creating a new reminder for him I can see from his login that it is there. He is no longer able to reproduce the problem so I'm chalking this up to user error or, if he insists, sun-spots. cheers ram On Fri, Apr 12, 2013 at 9:12 AM, Kenneth Crocker wrote: > Ram, > > Then why not just create a search that pulls tickets based on your date > and owner parameters and put it in a dashboard and have it go to the guy > instead of giving him permissions that lets him muck around in tickets he > doesn't own? Keeps the problems at a minimum. > > Kenn > > Sent from my Windows Phone > ------------------------------ > From: Ram > Sent: 4/12/2013 8:58 AM > To: rt-users > Subject: Re: [rt-users] My Reminders > > On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: >> > Anyone? >> > >> > >> >> Ran into some unexpected behavior today - looking for insight. >> >> >> >> User1 owns a ticket and user2 set a reminder on the ticket - the >> reminder >> >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my >> >> reminders' module. >> >> >> >> Is that the expected behavior? >> >> >> >> >> > >> >> Ram, >> Kinda interested as to why someone other than the owner of the ticket >> managed to even create a reminder. I would think the owner of the ticket >> would not want other people messing with his ticket and only the owner >> would control what happens to the ticket. However, be that as it may, when >> a reminder ticket is created, I believe the OWNER of that tickets gets to >> see the reminders on HIS tickets. >> I may be wrong, but that's how I think it goes. >> Kenn > > > I have a manager who wants to keep an eye on a particular ticket one of > his team-members owns so he can ensure it doesn't stagnate. > > What is the purpose of the 'Owner' drop down in the Reminders portlet on > Ticket/Display.html? > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From miles at digitalphotobox.net Sat Apr 13 01:31:33 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Fri, 12 Apr 2013 22:31:33 -0700 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: <51689E24.8050104@bestpractical.com> References: <51689E24.8050104@bestpractical.com> Message-ID: Well that is almost accurate. The code does not always add it to the front. If you reply to a ticket using the web UI (RT is still originating the message, but on behalf of the user) it will put a Re: on the front of the subject. I just don't understand the logic behind not putting it on all correspondence since logically everything sent out about the ticket should be prefixed with the Re:. The only exception would be the original ticket when it was created either by the system automatically or by a user. I really don't want the tag at the end of the subject as it is great exactly where they put it. I'm guessing there is a just a goofed up flag in the system which makes it assume those specific scrips are suppose to originate emails instead of replying to the existing. In some ways it does make sense because they do change the subject by inserting "Auto Reply" or "Resolved" etc. For me I see no reason to fork the original thread with two separate emails. I've already removed those extra tags, which while they are nice, I don't believe they are worth the cost of forking the thread. On Fri, Apr 12, 2013 at 4:52 PM, Thomas Sibley wrote: > On 04/12/2013 04:13 PM, Miles Scruggs wrote: > > Anyone have any idea how this can be resolved? > > There's no option to move the tag and the code always adds it to the front. > > I extracted an extension from customer work which moves the subject tag > all the way to the end. Try it out once it shows up at > https://metacpan.org/module/RT::Extension::TrailingSubjectTag (should be > within the hour). > > It's not quite what you want, necessarily, since it may obscure the > ticket ID in long subjects, but it'll make your Re: first. > > Thomas > -- Cheers, Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Sat Apr 13 06:12:38 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 13 Apr 2013 14:12:38 +0400 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: References: Message-ID: If you place tag yourself then rt wouldnt relocate it. In newer versions ticket object has SubjectTag method. If your version is old then you can grab code from repository - very simple code. Ruslan from phone. 13.04.2013 3:13 ???????????? "Miles Scruggs" ???????: > Anyone have any idea how this can be resolved? > > > On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs wrote: > >> Yes but what exactly do you change to get out front of the ticket number? >> >> Sent from my iPhone >> >> On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov >> wrote: >> >> Just change AutoReply and Resolved template. >> >> >> On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs > > wrote: >> >>> Right now I'm trying to tweak out one last thing in RT. Basically every >>> email client/host has various parameters for determining if/how to thread >>> emails, so I'm fighting a spread out battle. What I'm up against now is >>> ensuring a "Re:" is put on the ***front**** of every subject sent out of RT >>> unless it is an original email to that contact. The two key places this >>> seems to be currently missing is the Auto Replies and resolving tickets. >>> >>> Any idea how I can get that little element cleaned up. >>> >>> Cheers >>> >>> Miles Scruggs >>> miles at digitalphotobox.net >>> >>> >>> >>> >> >> >> -- >> Best regards, Ruslan. >> >> > > > -- > Cheers, > > Miles > -------------- next part -------------- An HTML attachment was scrubbed... URL: From miles at digitalphotobox.net Sat Apr 13 12:30:10 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Sat, 13 Apr 2013 09:30:10 -0700 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: References: Message-ID: <4F9BF27D-A12F-4F74-98B1-55F2D42EA390@digitalphotobox.net> Just hypothetically say everyone isn't a competent programmer. Imagine with me, if you will. How would a person with that handicap go about using the subject tag method to put a Re: out in front of the subject. Sent from my iPhone On Apr 13, 2013, at 3:12 AM, Ruslan Zakirov wrote: > If you place tag yourself then rt wouldnt relocate it. In newer versions ticket object has SubjectTag method. If your version is old then you can grab code from repository - very simple code. > > Ruslan from phone. > > 13.04.2013 3:13 ???????????? "Miles Scruggs" ???????: >> Anyone have any idea how this can be resolved? >> >> >> On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs wrote: >>> Yes but what exactly do you change to get out front of the ticket number? >>> >>> Sent from my iPhone >>> >>> On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov wrote: >>> >>>> Just change AutoReply and Resolved template. >>>> >>>> >>>> On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs wrote: >>>>> Right now I'm trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I'm fighting a spread out battle. What I'm up against now is ensuring a "Re:" is put on the ***front**** of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets. >>>>> >>>>> Any idea how I can get that little element cleaned up. >>>>> >>>>> Cheers >>>>> >>>>> Miles Scruggs >>>>> miles at digitalphotobox.net >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >> >> >> >> -- >> Cheers, >> >> Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Sun Apr 14 09:24:34 2013 From: bart at pleh.info (Bart) Date: Sun, 14 Apr 2013 15:24:34 +0200 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: References: <002101ce3753$fa83adb0$ef8b0910$@springworks.com.my> Message-ID: If your looking into merging tickets based on the subject, then you might want to take a look at the Nagios plugin. It basically does this, but then for nagios alerts. The code isn't too complicated, so maybe you can modify it to simply merge tickets with the same subject (and do no more/less). 2013/4/13 Kenneth Crocker > Freddy, > > Instruct your users that RT takes care of "CC's" and that they do NOT need > to do a "Reply All". A simple "Reply" will do. I have put that comment into > many templates. > > Kenn > > > On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] < > freddie.quah at springworks.com.my> wrote: > >> Hi,**** >> >> ** ** >> >> I am not sure if there is any solution to this. I have been digging >> everywhere for information but no solution to it so far.**** >> >> ** ** >> >> I am currently using RT 4.0.10. Customer creates ticket via email. Below >> is the scenario:**** >> >> ** ** >> >> Customer A and Customer B are colleagues. **** >> >> Customer A emails to the RT?s email and include Customer B in the loop.** >> ** >> >> RT create new ticket and send auto reply email to Customer A with Ticket >> ID**** >> >> Customer B ?reply all? on the original email sent by Customer A thus >> creating another ticket on RT.**** >> >> ** ** >> >> Is there a way to recognize the subject text instead when there is no >> ticket ID present?**** >> >> ** ** >> >> ** ** >> >> Thanks & Regards,**** >> >> *Freddie Quah* >> >> ** ** >> >> [image: 450_V2-Springworks]**** >> >> **** >> >> *CONFIDENTIALITY CAUTION: * >> This message is intended only for the use of the individual or entity to >> whom it is addressed and may contain information that is privileged and >> confidential. If you, the reader of this message, are not the intended >> recipient, you should not disseminate, distribute or copy this >> communication. If you have received this communication in error, please >> notify us immediately by return email and delete the original message. >> Thank you.**** >> >> ** ** >> >> *[image: cid:image001.png at 01CCA2BB.CF75F520]** *Please consider the >> environment before printing this e-mail**** >> >> ** ** >> > > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 799 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 18419 bytes Desc: not available URL: From ruz at bestpractical.com Sun Apr 14 14:37:40 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 14 Apr 2013 22:37:40 +0400 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: <4F9BF27D-A12F-4F74-98B1-55F2D42EA390@digitalphotobox.net> References: <4F9BF27D-A12F-4F74-98B1-55F2D42EA390@digitalphotobox.net> Message-ID: Subject: ... { $Ticket->SubjectTag } ... On Sat, Apr 13, 2013 at 8:30 PM, Miles Scruggs wrote: > Just hypothetically say everyone isn't a competent programmer. Imagine > with me, if you will. > > How would a person with that handicap go about using the subject tag > method to put a Re: out in front of the subject. > > Sent from my iPhone > > On Apr 13, 2013, at 3:12 AM, Ruslan Zakirov > wrote: > > If you place tag yourself then rt wouldnt relocate it. In newer versions > ticket object has SubjectTag method. If your version is old then you can > grab code from repository - very simple code. > > Ruslan from phone. > 13.04.2013 3:13 ???????????? "Miles Scruggs" > ???????: > >> Anyone have any idea how this can be resolved? >> >> >> On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs > > wrote: >> >>> Yes but what exactly do you change to get out front of the ticket number? >>> >>> Sent from my iPhone >>> >>> On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov >>> wrote: >>> >>> Just change AutoReply and Resolved template. >>> >>> >>> On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs < >>> miles at digitalphotobox.net> wrote: >>> >>>> Right now I'm trying to tweak out one last thing in RT. Basically >>>> every email client/host has various parameters for determining if/how to >>>> thread emails, so I'm fighting a spread out battle. What I'm up against >>>> now is ensuring a "Re:" is put on the ***front**** of every subject sent >>>> out of RT unless it is an original email to that contact. The two key >>>> places this seems to be currently missing is the Auto Replies and resolving >>>> tickets. >>>> >>>> Any idea how I can get that little element cleaned up. >>>> >>>> Cheers >>>> >>>> Miles Scruggs >>>> miles at digitalphotobox.net >>>> >>>> >>>> >>>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >>> >> >> >> -- >> Cheers, >> >> Miles >> > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Apr 14 14:41:19 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 14 Apr 2013 22:41:19 +0400 Subject: [rt-users] Script to Squelch Queue AdminCc's on Ticket Creation In-Reply-To: <51689E6C.7070909@netspot.com.au> References: <51658216.7030806@netspot.com.au> <51689E6C.7070909@netspot.com.au> Message-ID: Extend RT::Action::Notify to support "Notify ticket adminccs". I think it was discussed recently. On Sat, Apr 13, 2013 at 3:53 AM, John Kelsh wrote: > Alternately, is there any other way to stop a subset of the new ticket > notifications being sent to Queue AdminCc's? > > Thanks, > > > On 11/04/13 12:45 AM, John Kelsh wrote: > >> Hi All, >> >> I've setup the following scrip to squelch Queue AdminCc's where the >> requestor matches a pattern. The scrip seems to be functioning correctly >> yet correspondence is still being sent to Queue AdminCc's. >> >> Is anyone able to shed some light on where I'm going wrong here. >> >> Thanks, >> >> >> my $requestor = $self->TicketObj->**RequestorAddresses; >> my $pattern = 'somepattern'; >> >> if ( $requestor =~ m/$pattern/ ) { >> $RT::Logger->info( 'Requestor Address: '.$requestor.' matches >> regex: '.$pattern.' squelching output to AdminCc\'s' ); >> my @admincc = split( ', ', >> $self->TicketObj->QueueObj->**AdminCcAddresses ); >> >> foreach ( @admincc ) { >> $self->TicketObj->**SquelchMailTo( $_ ); >> $RT::Logger->info( 'Squelched email to: '.$_ ); >> } >> } >> >> return 1; >> > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sun Apr 14 14:55:45 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 14 Apr 2013 14:55:45 -0400 Subject: [rt-users] CommandByMail is not working Message-ID: I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the config like below. Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail ) ); Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Setup a custom field TAG of type 'Enter one value' for the help queue then send an email to the comment address of a ticket I own, as me, of the following This is a comment CF.{TAG}: comment1 I do not see any value showing for the custom field TAG on the ticket. I do not see any log in debug about the custom field either. I did restart apache after making change to the config. What gives? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From freddie.quah at springworks.com.my Sun Apr 14 20:38:48 2013 From: freddie.quah at springworks.com.my (Freddie Quah [Springworks]) Date: Mon, 15 Apr 2013 08:38:48 +0800 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: References: <002101ce3753$fa83adb0$ef8b0910$@springworks.com.my> Message-ID: <00d501ce3971$9a397eb0$ceac7c10$@springworks.com.my> Hi, Thanks Kenneth and Bart. I will look into this options and try it out which works best. Thanks & Regards, Freddie Quah From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart Sent: Sunday, 14 April, 2013 9:25 PM To: RT User List Subject: Re: [rt-users] Problem with multple new tickets on same subject If your looking into merging tickets based on the subject, then you might want to take a look at the Nagios plugin. It basically does this, but then for nagios alerts. The code isn't too complicated, so maybe you can modify it to simply merge tickets with the same subject (and do no more/less). 2013/4/13 Kenneth Crocker Freddy, Instruct your users that RT takes care of "CC's" and that they do NOT need to do a "Reply All". A simple "Reply" will do. I have put that comment into many templates. Kenn On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] wrote: Hi, I am not sure if there is any solution to this. I have been digging everywhere for information but no solution to it so far. I am currently using RT 4.0.10. Customer creates ticket via email. Below is the scenario: Customer A and Customer B are colleagues. Customer A emails to the RT's email and include Customer B in the loop. RT create new ticket and send auto reply email to Customer A with Ticket ID Customer B "reply all" on the original email sent by Customer A thus creating another ticket on RT. Is there a way to recognize the subject text instead when there is no ticket ID present? Thanks & Regards, Freddie Quah 450_V2-Springworks CONFIDENTIALITY CAUTION: This message is intended only for the use of the individual or entity to whom it is addressed and may contain information that is privileged and confidential. If you, the reader of this message, are not the intended recipient, you should not disseminate, distribute or copy this communication. If you have received this communication in error, please notify us immediately by return email and delete the original message. Thank you. cid:image001.png at 01CCA2BB.CF75F520 Please consider the environment before printing this e-mail -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 18419 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 799 bytes Desc: not available URL: From guadagnino.cristiano at creval.it Mon Apr 15 06:02:52 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 15 Apr 2013 10:02:52 +0000 Subject: [rt-users] Possible bug in fulltext search with mysql and sphinx Message-ID: <516BD07A.1000600@creval.it> Hi all, I am running RT 4.0.10 oh a CentOS server (64bit). I have set up full text search with mysql and sphinx 2.0.7. I was able to search using the "search" tool from sphinx, but whenever I tried a search in RT I got 0 results. Looking in the RT log I found this error: "ERROR 1430: There was a problem processing the query on the foreign data source. Data source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit DOCID" After a lot of research, I dropped and recreated the AttachmentsIndex table, changing the Id field from int(10) to bigint. Now search in RT works correctly. Hope this helps. Bye Cristiano -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at thefreecat.org Mon Apr 15 06:23:16 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Mon, 15 Apr 2013 12:23:16 +0200 Subject: [rt-users] Using RT library from outside Message-ID: <516BD514.8080808@thefreecat.org> Hi all, I am developping a dedicated interface for RT for a few years, accessing the DB directly (postgresql only). I am now rewriting the application completely because we are switching to an "assetized" version of RT (AssetTracker module). For many obvious reasons, I'd now like to do all DB writes via RT's library. I'm developping in embedded perl (Embperl). I have a few questions : 1) Is it possible to use RT::* from "outside" ? Is there a documentation somewhere with guidelines (like dealing with sessions) or some examples ? 2) Is it possible to use the plugins library (explicitly AT's functions) the same way ? Thanks for your help, -- Jean-Christophe Boggio From craig at 2ndquadrant.com Mon Apr 15 07:06:33 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 15 Apr 2013 19:06:33 +0800 Subject: [rt-users] Using RT library from outside In-Reply-To: <516BD514.8080808@thefreecat.org> References: <516BD514.8080808@thefreecat.org> Message-ID: <516BDF39.2070507@2ndquadrant.com> On 04/15/2013 06:23 PM, Jean-Christophe Boggio wrote: > > 1) Is it possible to use RT::* from "outside" ? Is there a > documentation somewhere with guidelines (like dealing with sessions) > or some examples ? It certainly is, you just load them in a script. I've now written scripts to do things like scan users out of an SQL database and feed them into RT for import (kind of like RT::LDAPImport for SQL, but custom for our environment) among other things. Here's the prologue I use to get things set up: use 5.10.1; use strict; use warnings; # Customise to fit your environment use lib qw(/opt/rt4/lib /usr/share/request-tracker4/lib /usr/local/share/request-tracker4/lib); use RT; use RT::Interface::CLI qw( CleanEnv ); use DBI; use Text::CSV; say "Setting up rt..."; CleanEnv(); RT::LoadConfig( ); RT::Init( ); I'm not at all certain that CleanEnv() is necessary; I started off with an RT CLI script and never got around to tidying it properly. This is probably far from the perfect way to do the job. You can use RT::SystemUser when you need a privileged user, or you can use RT::Interface::CLI::GetCurrentUser to find a user with `gecos` field matching the current unix user name. > 2) Is it possible to use the plugins library (explicitly AT's > functions) the same way ? I've used my own plugin code from scripts with a simple 'use RT::Extension::SMSNotify' or whatever, but those have been designed not to make assumptions about the calling context. Whether you can use a plugin would depend on how the code expects to be called; you can't just invoke a Mason callback as simple Perl code, for example. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From alex.kucheryuk at eltoma-offshore.com Mon Apr 15 07:20:29 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Mon, 15 Apr 2013 14:20:29 +0300 Subject: [rt-users] Shredder - remove class - name of argument Message-ID: <516BE27D.60906@eltoma-offshore.com> Hi! I am using shredder - objects plugin to remove a class (the one that is assigned to article). What is the name of the argument for that ? I have tried "class" and "classes" but it didn't work. From jessicawriter85 at gmail.com Mon Apr 15 09:48:42 2013 From: jessicawriter85 at gmail.com (Jessica Reuter) Date: Mon, 15 Apr 2013 09:48:42 -0400 Subject: [rt-users] Problem setting up RT database In-Reply-To: <20130412224707.GA54373@jibsheet.com> References: <20130412224707.GA54373@jibsheet.com> Message-ID: Thanks Kevin, I can't click on that link when it pops up (although since I was using a terminal I didn't realize it was a link to begin with), and using make initialize-database tells me it can't connect, access denied for user root. Is there anything else I'm missing? Thanks! On Fri, Apr 12, 2013 at 6:47 PM, Kevin Falcone wrote: > On Fri, Apr 12, 2013 at 02:42:30PM -0400, Jessica Reuter wrote: > > I'm trying to install RT on Linux, and I got all the dependencies to > work, used make install > > to install RT, and changed RT_SiteConfig.pm. But, I can't get the web > server set up properly. > > When I try to set it up by running /opt/rt4/sbin/rt-server, I'm told > that "RT couldn't connect > > to the database where tickets are stored" and "Connect failed access > denied for user > > 'rt_user'@''localhost' using password YES". > > > > Then, the program hangs, and I have control-C out of it. > > > > I changed my root user name and password in RT_SiteConfig.pm and > checked my permissions, but I > > can't figure out what's going on. If anyone could help me out, I'd > appreciate it. > > You appear to have skipped over the rest of that message: > > RT couldn't connect to the database where tickets are stored. > If this is a new installation of RT, you should visit the URL below > to configure RT and initialize your database. > > Look at the end of it, you'll see something like: > > HTTP::Server::PSGI: Accepting connections at http://0:8084/ > > which you can click on. > > Of course, the easier way to get your database set up is simply to > follow the manual portion of 6a in the readme and type > make initialize-database to set up your database. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 15 11:04:55 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 15 Apr 2013 19:04:55 +0400 Subject: [rt-users] Redirect when no access / no rights? In-Reply-To: <5168069A.2080002@pgs-info.de> References: <5168069A.2080002@pgs-info.de> Message-ID: Hi, There is no suitable callbacks for this. You can search for Abort in Ticket/Display.html and place a callback yourself just before abort calls. Other way is to wrap Abort check caller with perl's caller function (perldoc -f caller) and do redirect when it's Ticket/Display.html. To do redirect take a look at MaybeRedirectForResults calls. I like what you want to do and I think Display.html can be refactored to make it much easier to implement "redirect to different place if user has no rights to see ticket after changes", so good patches are welcome. On Fri, Apr 12, 2013 at 5:05 PM, Patrick G. Stoesser wrote: > Hello, > > as described in <514C70F2.1040200 at pgs-info.de>**, I run two queues, > Level1 and Level2. My Level2 users now have a custom > status "returned". When chosing this status for a ticket, the ticket > will change the queue to Level1, will be set to unowned and escalations > will be reset to the beginning. This whole thing works fine. > > The only thing: As soon as the tickets' level is set to "returned" and so > the queue has changed, the user gets an error site: "No permission to view > ticket" > > Which is correct, because the ticket has left his queue. > > Is it possible to redirect the user to his RT at a glance site in this > case? Yes, it's jaust a click, but a displayed error may be disturbing for > the user, especially when he did nothing wrong. > > Thanks in advence, Patrick > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 15 11:16:43 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 15 Apr 2013 19:16:43 +0400 Subject: [rt-users] Shredder - remove class - name of argument In-Reply-To: <516BE27D.60906@eltoma-offshore.com> References: <516BE27D.60906@eltoma-offshore.com> Message-ID: On Mon, Apr 15, 2013 at 3:20 PM, Alexander Kucheryuk < alex.kucheryuk at eltoma-offshore.com> wrote: > Hi! > I am using shredder - objects plugin to remove a class (the one that is > assigned to article). What is the name of the argument for that ? I have > tried "class" and "classes" but it didn't work. > RT::Class -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 15 11:23:23 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 15 Apr 2013 19:23:23 +0400 Subject: [rt-users] Using RT library from outside In-Reply-To: <516BD514.8080808@thefreecat.org> References: <516BD514.8080808@thefreecat.org> Message-ID: On Mon, Apr 15, 2013 at 2:23 PM, Jean-Christophe Boggio < rt-users at thefreecat.org> wrote: > Hi all, > > I am developping a dedicated interface for RT for a few years, accessing > the DB directly (postgresql only). > > I am now rewriting the application completely because we are switching to > an "assetized" version of RT (AssetTracker module). > > For many obvious reasons, I'd now like to do all DB writes via RT's > library. > > I'm developping in embedded perl (Embperl). > > I have a few questions : > > 1) Is it possible to use RT::* from "outside" ? Is there a documentation > somewhere with guidelines (like dealing with sessions) or some examples ? > > 2) Is it possible to use the plugins library (explicitly AT's functions) > the same way ? > > Thanks for your help, As far as I know Embperl is an alternative to HTML::Mason that RT itself uses, so these projects allow you to embed perl code into HTML, XML, txt or whatever you generate. RT::* API is UI agnostic part that doesn't care about caller. It's used from mason and command line scripts. > -- > Jean-Christophe Boggio > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Apr 15 11:26:15 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 15 Apr 2013 19:26:15 +0400 Subject: [rt-users] Possible bug in fulltext search with mysql and sphinx In-Reply-To: <516BD07A.1000600@creval.it> References: <516BD07A.1000600@creval.it> Message-ID: Hi, It's good that you've figured out problem yourself. Your description is complete enough to file a bug report, so it doesn't disappear in the mailing list. Will you file a bug report? On Mon, Apr 15, 2013 at 2:02 PM, Guadagnino Cristiano < guadagnino.cristiano at creval.it> wrote: > Hi all, > I am running RT 4.0.10 oh a CentOS server (64bit). > I have set up full text search with mysql and sphinx 2.0.7. > > I was able to search using the "search" tool from sphinx, but whenever I > tried a search in RT I got 0 results. > > Looking in the RT log I found this error: > > "ERROR 1430: There was a problem processing the query on the foreign data > source. > Data source error: INTERNAL ERROR: 1st column must be bigint to accept > 64-bit DOCID" > > > After a lot of research, I dropped and recreated the AttachmentsIndex > table, changing the *Id* field from *int(10)* to *bigint*. > Now search in RT works correctly. > > Hope this helps. > Bye > Cristiano > -- > *Cristiano Guadagnino* > Servizio Data Administration > Bankadati S.I. > Gruppo Credito Valtellinese > Tel. +39-0342-522172 > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Mon Apr 15 14:20:11 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Mon, 15 Apr 2013 20:20:11 +0200 Subject: [rt-users] Possible bug in fulltext search with mysql and sphinx In-Reply-To: <516BD07A.1000600@creval.it> References: <516BD07A.1000600@creval.it> Message-ID: <007401ce3a05$de054d60$9a0fe820$@bestpractical@posterus.com> Hello, > Looking in the RT log I found this error: > "ERROR 1430: There was a problem processing the query on the foreign > data source. > Data source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit DOCID" The problem I think is not so much in RT as it is in Sphinx. When building Sphinx binary, you can choose how long the document identifiers should be - they can be either 32-bit or 64-bit if --enable-id64 was specified. Depending on this setting Sphinx simply wants either 4 or 8 byte integers on input to match the internal type. It simply lacks some flexibility to accept shorter types. You can maintain compatibility with the original RT database by re-building Sphinx without --enable-id64. Maciek From holleran.kevin at gmail.com Mon Apr 15 15:31:17 2013 From: holleran.kevin at gmail.com (Kevin Holleran) Date: Mon, 15 Apr 2013 15:31:17 -0400 Subject: [rt-users] Control Update on ticket Message-ID: Good afternoon, I am writing a custom scrip that handles a workflow for a ticket. It has a custom field Approval. I want to create a ticket with this field having no value in Queue A. I want the Manager of Queue A to come in and Correspond (update) the ticket with a message & change the custom field to Approved or Rejected. Then I want to be able to create a correspondance on the ticket with the value of the the field Approval prepended to whatever update the user type. I then want to reset the approval field back to (no value) and move it to Queue B. My questions are: 1.) The custom field is present when I create a ticket, but I want this to be edited by the person updating the ticket. How can I get this so it is shown & updatable by the person approving the ticket? 2.) How do intercept the message typed in by the user to prepend to the text message? It looks like I can use the $ticket->Correspond() method to set a correspondance and maybe the $transaction->Message() method to return an Attachment object but I do not see how I can grab the text part of the message and pre-pend either "Approved - " or "Rejected - " to the front of it. (or maybe I am waaay of the path here...) Is there an easier way? My other consideration is that I just create an additional correspondance entry with just the word Approved or Rejected, but I would rather not have users have one message with the approval & another with the reasoning. There are several other queues A,B,C,D etc that the ticket would move through and needed approvals through every step. Thanks for your help. -- Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Mon Apr 15 15:42:08 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Mon, 15 Apr 2013 21:42:08 +0200 Subject: [rt-users] Cloning a transaction into another ticket Message-ID: <007e01ce3a11$511308a0$f33919e0$@bestpractical@posterus.com> Hello, Often a person or a group of people have several open tickets for different things and from time to time they will reply to an incorrect one. I'd like to have the option either to move or to copy such misdirected correspondence into the right ticket. Moving seems like a bad idea, because it could break a lot of internal references, not to mention it's simply not possible within RT. So I feel like I'm only left with the option to copy a transaction into a specified ticket and that's fine. While copying a transaction is relatively easy through RT::Record->_NewTransaction, I have a problem with cloning attachments. It looks like the RT code expects a complete MIME object that it could split on its own into attachment records, but all I can get will already be broken down to RT::Attachment objects. Is there a way to approach this? Maciek From miles at digitalphotobox.net Mon Apr 15 17:06:32 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Mon, 15 Apr 2013 14:06:32 -0700 Subject: [rt-users] Subjects in emails originating from RT In-Reply-To: References: <4F9BF27D-A12F-4F74-98B1-55F2D42EA390@digitalphotobox.net> Message-ID: Ok just for anyone else looking for this. Here is what got what I wanted: Subject: Re: {$Ticket->SubjectTag} {$Ticket->Subject} stick that at the top of your template and it will add the "Re:" to your subject as well keep everything as standard. Cheers Miles Scruggs miles at digitalphotobox.net On Apr 14, 2013, at 11:37 AM, Ruslan Zakirov wrote: > Subject: ... { $Ticket->SubjectTag } ... > > > On Sat, Apr 13, 2013 at 8:30 PM, Miles Scruggs wrote: > Just hypothetically say everyone isn't a competent programmer. Imagine with me, if you will. > > How would a person with that handicap go about using the subject tag method to put a Re: out in front of the subject. > > Sent from my iPhone > > On Apr 13, 2013, at 3:12 AM, Ruslan Zakirov wrote: > >> If you place tag yourself then rt wouldnt relocate it. In newer versions ticket object has SubjectTag method. If your version is old then you can grab code from repository - very simple code. >> Ruslan from phone. >> >> 13.04.2013 3:13 ???????????? "Miles Scruggs" ???????: >> Anyone have any idea how this can be resolved? >> >> >> On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs wrote: >> Yes but what exactly do you change to get out front of the ticket number? >> >> Sent from my iPhone >> >> On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov wrote: >> >>> Just change AutoReply and Resolved template. >>> >>> >>> On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs wrote: >>> Right now I'm trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I'm fighting a spread out battle. What I'm up against now is ensuring a "Re:" is put on the ***front**** of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets. >>> >>> Any idea how I can get that little element cleaned up. >>> >>> Cheers >>> >>> Miles Scruggs >>> miles at digitalphotobox.net >>> >>> >>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >> >> >> >> -- >> Cheers, >> >> Miles > > > > -- > Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4895 bytes Desc: not available URL: From miles at digitalphotobox.net Mon Apr 15 18:00:35 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Mon, 15 Apr 2013 15:00:35 -0700 Subject: [rt-users] dashboard adding links to dashboard items Message-ID: I would like to add a column of links. For instance the "10 highest priority tickets I own" section I would like to add a "Resolve" link that will resolve the ticket. Just like the "Take" link takes the ticket from the "10 newest unowned tickets". Ideally I would like to make one column with a couple links separated by a / For instance two links tightly packed like: "Respond / Resolve" Any help accomplishing either of these would be awesome. Cheers Miles Scruggs miles at digitalphotobox.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4895 bytes Desc: not available URL: From miles at digitalphotobox.net Mon Apr 15 19:04:02 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Mon, 15 Apr 2013 16:04:02 -0700 Subject: [rt-users] Mobile Interface modification In-Reply-To: <20130411144751.GO1503@jibsheet.com> References: <565F244D-8E12-4563-9615-81040CAE4176@digitalphotobox.net> <20130411144751.GO1503@jibsheet.com> Message-ID: Well it isn't 'all deleted tickets' but it is all tickets. I wanted 'all open tickets', which seems like would be much more popular than all tickets. Thanks for the heads up I have made the changes I needed, and now I'm all rolling. On Thu, Apr 11, 2013 at 7:47 AM, Kevin Falcone wrote: > On Wed, Apr 10, 2013 at 09:33:51PM -0700, Miles Scruggs wrote: > > I really like the mobile interface. I would just like to change one > > thing though, and I'm not sure where to do it. I would like to have a > > link to see all open tickets. I don't have much use for all tickets, > > and would just like to modify the search behavior of that link. > > I wonder if All Tickets meant to be literally 'all deleted tickets' or > if that's a bug. > > Regardless, you can use the MassageMenus callback in > share/html/m/_elements/menu to remove All Tickets and replace it with > your own link. > > That's the cleanest and most upgrade-proof solution. > > -kevin > -- Cheers, Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Tue Apr 16 07:48:13 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Tue, 16 Apr 2013 13:48:13 +0200 Subject: [rt-users] Cloning a transaction into another ticket In-Reply-To: <007e01ce3a11$511308a0$f33919e0$@bestpractical@posterus.com> References: <007e01ce3a11$511308a0$f33919e0$@bestpractical@posterus.com> Message-ID: <00e901ce3a98$46b5e990$d421bcb0$@bestpractical@posterus.com> In the mean time I have found out an easier way of doing what I want: my $transaction = RT::Transaction->new(RT::SystemUser); $transaction->Load(43397); my $user = RT::User->new(RT::SystemUser); $user->Load($transaction->Creator); my $ticket = RT::Ticket->new($user); $ticket->Load(4747); $ticket->Correspond(Content => $transaction->Content); But this only gets me the message text copied into the other ticket. But since Correspond method can take MIMEObj, I guess my question now is if there's an easy way of recreating MIMEObj from transaction and its attachments? Maciek From jasonv at cillion.co.za Tue Apr 16 10:58:08 2013 From: jasonv at cillion.co.za (Jason van Wyngaard) Date: Tue, 16 Apr 2013 16:58:08 +0200 Subject: [rt-users] What sort of site authentication does RT use? Message-ID: Hi We're attempting to gain access to RT to index it with a third party application over https and we aren't sure what the type of authentication the secure RT site employs when we get to the login screen, Is it Basic HTTP Authentication, NTLM Authentication, Form-Based Authentication? Regards, Jason van Wyngaard *P** Please consider the environment before printing this email* -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Apr 16 11:16:41 2013 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 16 Apr 2013 11:16:41 -0400 Subject: [rt-users] What sort of site authentication does RT use? In-Reply-To: References: Message-ID: <516D6B59.4010906@kickflop.net> > We're attempting to gain access to RT to index it with a third party > application over https and we aren't sure what the type of > authentication the secure RT site employs when we get to the login > screen, Is it Basic HTTP Authentication, NTLM Authentication, Form-Based > Authentication? The default RT installation is form-based. From pboguszewski at library.wisc.edu Tue Apr 16 10:52:29 2013 From: pboguszewski at library.wisc.edu (Peter Boguszewski) Date: Tue, 16 Apr 2013 09:52:29 -0500 Subject: [rt-users] Issues with RT4.x and apache proxypass and white space in search results. Message-ID: <516D65AD.4050608@library.wisc.edu> Hi all, We would like to proxypass traffic for RT for various reasons. This works perfectly for most applications and for about 95% of RT. The issue is in the Query Builder. The Results.html contains spaces in the URL. This causes problems for Apache's proxypass / proxypassreverse. It replaces white spaces with %2x and RT blows up with this error: "An internal RT error has occurred. Your administrator can find more details in RT's log files." Does anyone know how to fix this issue? Thanks, Pete -- Peter Boguszewski Technical Manager of Library Systems UW Madison - Library Technology Group pboguszewski at library.wisc.edu 608.262.4768 From cloos at netsandbox.de Tue Apr 16 12:42:07 2013 From: cloos at netsandbox.de (Christian Loos) Date: Tue, 16 Apr 2013 18:42:07 +0200 Subject: [rt-users] Cloning a transaction into another ticket In-Reply-To: <45011.9750843898$1366112907@news.gmane.org> References: <007e01ce3a11$511308a0$f33919e0$@bestpractical@posterus.com> <45011.9750843898$1366112907@news.gmane.org> Message-ID: <516D7F5F.1000202@netsandbox.de> Am 16.04.2013 13:48, schrieb Maciej Dobrzanski: > $ticket->Correspond(Content => $transaction->Content); I think $ticket->Correspond(Content => $transaction->ContentAsMIME); is what you search for. Chris From miles at digitalphotobox.net Tue Apr 16 13:46:42 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Tue, 16 Apr 2013 10:46:42 -0700 Subject: [rt-users] Custom condition for script Message-ID: I have a couple users that can't be trained to CC each other, and they need to be CC'd on everything they create, but they also aren't the only ones creating to the queue so I can't just set them as a watcher for the queue. Basically I would like to check on create to see if they are one or the other user, and if they are then I would like to add their counterpart as a CC to the ticket. Basically some code that looks like this: if(user=bob | bill) { AddUserAsCCToTicket(bob&bill) } The bad news here is that I'm incredibly dumb when it comes to perl, and have no grasp at all of the syntax much less the methods to use. I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not sure if that can be put entirely in the condition or if I need to put it in both the condition and the action... Cheers Miles Scruggs miles at digitalphotobox.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4895 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 16 14:39:22 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Apr 2013 14:39:22 -0400 Subject: [rt-users] Problem setting up RT database In-Reply-To: References: <20130412224707.GA54373@jibsheet.com> Message-ID: <20130416183922.GC54373@jibsheet.com> On Mon, Apr 15, 2013 at 09:48:42AM -0400, Jessica Reuter wrote: > I can't click on that link when it pops up (although since I was using a terminal I didn't > realize it was a link to begin with), It's a URL - just copy and paste it into a browser if your terminal doesn't make them clicky. > and using make initialize-database tells me it can't > connect, access denied for user root. Did you type your password correctly? Does the root user have access to the database server? What's in the logs for the database server? There are so many things to check. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 16 14:41:46 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Apr 2013 14:41:46 -0400 Subject: [rt-users] Issues with RT4.x and apache proxypass and white space in search results. In-Reply-To: <516D65AD.4050608@library.wisc.edu> References: <516D65AD.4050608@library.wisc.edu> Message-ID: <20130416184146.GD54373@jibsheet.com> On Tue, Apr 16, 2013 at 09:52:29AM -0500, Peter Boguszewski wrote: > We would like to proxypass traffic for RT for various reasons. > This works perfectly for most applications and for about 95% of RT. > The issue is in the Query Builder. The Results.html contains spaces > in the URL. This causes problems for Apache's proxypass / > proxypassreverse. It replaces white spaces with %2x and RT blows up > with this error: "An internal RT error has occurred. Your > administrator can find more details in RT's log files." Does anyone > know how to fix this issue? You left out your actual RT version. Using 4.0.11 and a proxypass configuration, I don't see *any* unescaped whitespace when using the Query Builder. Also - you can always look in the backend RT server's logs to see the full error. This is the only real way to debug what you're seeing. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From vadud3 at gmail.com Tue Apr 16 15:32:35 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 16 Apr 2013 15:32:35 -0400 Subject: [rt-users] CommandByMail is not working In-Reply-To: References: Message-ID: On Sun, Apr 14, 2013 at 2:55 PM, Asif Iqbal wrote: > I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the > config like below. > > Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail ) > ); > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > > Setup a custom field TAG of type 'Enter one value' for the help queue then > send an email to the comment address of a ticket I own, as me, of the > following > > This is a comment > > CF.{TAG}: comment1 > > I do not see any value showing for the custom field TAG on the ticket. > I do not see any log in debug about the custom field either. > > I did restart apache after making change to the config. > > What gives? > > Could not find anything in the mailing list that has exact same issue. What am I doing wrong? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From miles at digitalphotobox.net Tue Apr 16 16:01:03 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Tue, 16 Apr 2013 13:01:03 -0700 Subject: [rt-users] CommandByMail is not working In-Reply-To: References: Message-ID: Hi Asif, Can you test basic functionality. Like change the status with: Status: resolved at the top of your reply email. I'm just wondering if CommandByMail isn't working or you are just having issues with the interaction with Custom Fields. I just installed CommandByMail, but it was on version 4 not three. It is working great. Cheers Miles Scruggs On Apr 16, 2013, at 12:32 PM, Asif Iqbal wrote: > On Sun, Apr 14, 2013 at 2:55 PM, Asif Iqbal wrote: > I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the config like below. > > Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail ) ); > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > > Setup a custom field TAG of type 'Enter one value' for the help queue then > send an email to the comment address of a ticket I own, as me, of the following > > This is a comment > > CF.{TAG}: comment1 > > I do not see any value showing for the custom field TAG on the ticket. > I do not see any log in debug about the custom field either. > > I did restart apache after making change to the config. > > What gives? > > > > Could not find anything in the mailing list that has exact same issue. What am I doing wrong? > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4895 bytes Desc: not available URL: From jessicawriter85 at gmail.com Tue Apr 16 16:40:47 2013 From: jessicawriter85 at gmail.com (Jessica Reuter) Date: Tue, 16 Apr 2013 16:40:47 -0400 Subject: [rt-users] Problem setting up RT database In-Reply-To: <20130416183922.GC54373@jibsheet.com> References: <20130412224707.GA54373@jibsheet.com> <20130416183922.GC54373@jibsheet.com> Message-ID: Thanks for bearing with me; apparently it was a configuration issue on my end and it's fixed now. On Tue, Apr 16, 2013 at 2:39 PM, Kevin Falcone wrote: > On Mon, Apr 15, 2013 at 09:48:42AM -0400, Jessica Reuter wrote: > > I can't click on that link when it pops up (although since I was > using a terminal I didn't > > realize it was a link to begin with), > > It's a URL - just copy and paste it into a browser if your terminal > doesn't make them clicky. > > > and using make initialize-database tells me it can't > > connect, access denied for user root. > > Did you type your password correctly? > Does the root user have access to the database server? > What's in the logs for the database server? > > There are so many things to check. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jessicawriter85 at gmail.com Tue Apr 16 16:46:40 2013 From: jessicawriter85 at gmail.com (Jessica Reuter) Date: Tue, 16 Apr 2013 16:46:40 -0400 Subject: [rt-users] Web server clarification Message-ID: Hi all, I have RT and its database installed and running properly, but now I need to set up the web server. I'm quite confused on how to do that, even with the readme -- it's really just given me more questions than answers. If anyone could help me out with a few of these questions, I'd really appreciate it. 1. What's the difference between the standalone server and the apache server? 2. Which type of server should you use for development and testing versus production? 3. Is the standalone server integrated into apache? 4. Can you have a standalone RT server and an apache server on the same box? If so, how? 5. How do you handle big attachments with the web server? It looks like the possible size got diminished from the last version. 6. Are there any step-by-step walkthroughs out there that are clearer than the readme, that explain what is being done and why? I'm very inexperienced with setting things up on servers, so this whole thing has been kind of overwhelming. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjohnson at eclypse.org Tue Apr 16 17:52:44 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Tue, 16 Apr 2013 16:52:44 -0500 Subject: [rt-users] Warning when open ticket 'Modify people' in RT4 In-Reply-To: <20130412225142.GB54373@jibsheet.com> References: <83FFBDA4786242B8A499E742D149D4C9@KJDESKTOP> <20130412225142.GB54373@jibsheet.com> Message-ID: >On Fri, Apr 12, 2013 at 05:01:38PM -0500, Ken Johnson wrote: >> >> I recently upgraded an RT installation from 3.4.5 to 4.0.7, in >> parallel to the original installation, and am still testing RT 4.0. >> >> In general things look good now, but I receive this warning in the >> Apache2 error.log when I select the Modify people option for a ticket. >> For example, >> (http://10.20.30.40/rt4/Ticket/ModifyPeople.html?id=12345) >> (real IP address obscured...) >> >> [Fri Apr 12 21:34:10 2013] [warning]: Use of uninitialized value >> $Text::Template::GEN5::comment in substitution (s///) at template line 1. >> (template:1) > >Your Admin Comment template likely contains older code that a) warns and b) has some bugs. > >You can go find that template and compare it to the code here: >https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L295 > >After editing your template, ensure that AdminCcs are still sent mail on Comments. It's easy >to introduce errors there. > >-kevin Thanks for this helpful pointer. I checked/updated all of the templates, and added the missing password change template. Ken From ruz at bestpractical.com Tue Apr 16 17:59:42 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 17 Apr 2013 01:59:42 +0400 Subject: [rt-users] Web server clarification In-Reply-To: References: Message-ID: On Wed, Apr 17, 2013 at 12:46 AM, Jessica Reuter wrote: > Hi all, > > I have RT and its database installed and running properly, but now I need > to set up the web server. I'm quite confused on how to do that, even with > the readme -- it's really just given me more questions than answers. If > anyone could help me out with a few of these questions, I'd really > appreciate it. > > 1. What's the difference between the standalone server and the apache > server? > standalone server is a pure perl HTTP server that you can use to play with RT. Go with apache in production. > 2. Which type of server should you use for development and testing versus > production? > standalone is perfect in development, one command line and server is up and running, no need to configure apache. RT core developers use it all the time. > 3. Is the standalone server integrated into apache? > no. > 4. Can you have a standalone RT server and an apache server on the same > box? If so, how? > Yes, you can. Standalone server by default start on higher port. I wouldn't recommend to use production as play ground. It's so easy to pick wrong configuration and start playing with production DB without noticing. > 5. How do you handle big attachments with the web server? It looks like > the possible size got diminished from the last version. > More context on this question, please. 6. Are there any step-by-step walkthroughs out there that are clearer than > the readme, that explain what is being done and why? > Have you read http://bestpractical.com/rt/docs/latest/web_deployment.html ? > > I'm very inexperienced with setting things up on servers, so this whole > thing has been kind of overwhelming. > > Thanks! > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete.beebe at jibeconsulting.com Tue Apr 16 19:46:38 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Tue, 16 Apr 2013 23:46:38 +0000 Subject: [rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field Message-ID: <56E2FD69D191694AA55549EA705DE2181A039F55@EXCH1.JIBECONSULTING.int> Hello, I've noticed a discrepancy in the time displayed in the ticket body when an transaction is entered via e-mail. Looking at the SMTP headers directly from the RT GUI it shows the time as being correct in the "Received:" sections of the header however the "Date:" field shows the time in GMT. Environment: RT v 3.8.5 soon to be upgraded to latest version running on RHEL4 x32 w/Apache, MySQL and FastCGI E.g. Correct time is: Mon, 15 Apr 2013 17:57:38 -0700 as noted in the "Received" sections of the mail header. Incorrect time shows as: Tue, 16 Apr 2013 00:57:34 +0000 in the actual ticket Date: field of the message body. What's confusing is that the transaction header shows properly: Mon Apr 15 17:25:51 2013 joe.schmoe - Ticket created Then follows the CC:, Subject: and Date: where the date appears as GMT instead of local time. The RT_SiteConfig.pm file config is set to: Set($Timezone , 'US/Pacific'); I checked the Linux server time config and it points to America\Los Angeles using UTC. Where else can I look to ensure that this "Date:" field reports the correct time zone? Thank you in advance for any pointers. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From supportq at hopkinsonconsulting.com.au Tue Apr 16 22:31:56 2013 From: supportq at hopkinsonconsulting.com.au (hopcon) Date: Tue, 16 Apr 2013 19:31:56 -0700 (PDT) Subject: [rt-users] Limit Owner dropdown to only privileged users In-Reply-To: <1366165728565-53501.post@n7.nabble.com> References: <1366165728580-10765.post@n7.nabble.com> <20120731162301.GH1496@jibsheet.com> <1366165728565-53501.post@n7.nabble.com> Message-ID: <1366165916445-53502.post@n7.nabble.com> I am having this same problem in RT 4.0.7, but your solution doesn't work for me as there is no OwnTicket option in Group Rights under either group or queue configurations. What is the new way of limiting ticket ownership to priveleged users? -- Paul -- -- View this message in context: http://requesttracker.8502.n7.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp10765p53502.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From vadud3 at gmail.com Tue Apr 16 23:55:45 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 16 Apr 2013 23:55:45 -0400 Subject: [rt-users] CommandByMail is not working In-Reply-To: References: Message-ID: On Tue, Apr 16, 2013 at 4:01 PM, Miles Scruggs wrote: > Hi Asif, > > Can you test basic functionality. Like change the status with: > > Status: resolved > > at the top of your reply email. I'm just wondering if CommandByMail isn't > working or you are just having issues with the interaction with Custom > Fields. > Does not look like it is working at all. I sent the following email with a comment and I see the comment shows up but the Status did not change comment 8 Status: resolved Here is log related to that last transaction [Wed Apr 17 03:50:03 2013] [info]: < rt-3.8.2-26149-1366170602-632.1208249-87-0-7509423-26716-0 at webrt.example.net> #1208249/7509423 - Scrip 87 Imported from RT 2.0 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306) [Wed Apr 17 03:50:03 2013] [crit]: < rt-3.8.2-26149-1366170602-632.1208249-87-0 at webrt.example.net>: Could not send mail. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478) [Wed Apr 17 03:50:03 2013] [info]: < rt-3.8.2-26149-1366170603-1478.1208249-159-0-7509423-26716-0 at webrt.example.net> #1208249/7509423 - Scrip 159 On Comment Notify Other Recipients as Comment (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306) [Wed Apr 17 03:50:03 2013] [info]: < rt-3.8.2-26149-1366170603-1478.1208249-159-0 at webrt.example.net> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) > > I just installed CommandByMail, but it was on version 4 not three. It is > working great. > > Cheers > > Miles Scruggs > > > > On Apr 16, 2013, at 12:32 PM, Asif Iqbal wrote: > > On Sun, Apr 14, 2013 at 2:55 PM, Asif Iqbal wrote: > >> I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the >> config like below. >> >> Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail >> ) ); >> Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); >> >> Setup a custom field TAG of type 'Enter one value' for the help queue then >> send an email to the comment address of a ticket I own, as me, of the >> following >> >> This is a comment >> >> CF.{TAG}: comment1 >> >> I do not see any value showing for the custom field TAG on the ticket. >> I do not see any log in debug about the custom field either. >> >> I did restart apache after making change to the config. >> >> What gives? >> >> > > Could not find anything in the mailing list that has exact same issue. > What am I doing wrong? > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Apr 17 00:15:49 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 16 Apr 2013 21:15:49 -0700 Subject: [rt-users] Control Update on ticket In-Reply-To: References: Message-ID: <516E21F5.2050902@bestpractical.com> On 04/15/2013 12:31 PM, Kevin Holleran wrote: > There are several other queues A,B,C,D etc that the ticket would move > through and needed approvals through every step. Use RT's built in approvals; they do just what you want. Some docs: http://bestpractical.com/rt/docs/latest/customizing/approvals.html To move the ticket between your queues when approved/rejected, you'll use a custom scrip that triggers when the ticket status moves from new to open or rejected. From kenn.crocker at gmail.com Wed Apr 17 00:54:48 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 16 Apr 2013 21:54:48 -0700 Subject: [rt-users] Limit Owner dropdown to only privileged users In-Reply-To: <1366165916445-53502.post@n7.nabble.com> References: <1366165728580-10765.post@n7.nabble.com> <20120731162301.GH1496@jibsheet.com> <1366165728565-53501.post@n7.nabble.com> <1366165916445-53502.post@n7.nabble.com> Message-ID: Paul, To own a ticket, you have to have the right to "Take" a ticket. Kenn On Tue, Apr 16, 2013 at 7:31 PM, hopcon wrote: > I am having this same problem in RT 4.0.7, but your solution doesn't work > for > me as there is no OwnTicket option in Group Rights under either group or > queue configurations. > > What is the new way of limiting ticket ownership to priveleged users? > > -- Paul -- > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp10765p53502.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Apr 17 03:49:30 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 17 Apr 2013 11:49:30 +0400 Subject: [rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field In-Reply-To: <56E2FD69D191694AA55549EA705DE2181A039F55@EXCH1.JIBECONSULTING.int> References: <56E2FD69D191694AA55549EA705DE2181A039F55@EXCH1.JIBECONSULTING.int> Message-ID: Hi, "Date: ..." you see in the history comes from email headers and RT doesn't change them. We wrote code to deal with this, but I don't know if it's in 4.0 or if it only would be in 4.2. On Wed, Apr 17, 2013 at 3:46 AM, Pete Beebe wrote: > Hello, > > I've noticed a discrepancy in the time displayed in the ticket body when > an transaction is entered via e-mail. Looking at the SMTP headers directly > from the RT GUI it shows the time as being correct in the "Received:" > sections of the header however the "Date:" field shows the time in GMT. > > Environment: > RT v 3.8.5 soon to be upgraded to latest version running on RHEL4 x32 > w/Apache, MySQL and FastCGI > > E.g. > > Correct time is: > Mon, 15 Apr 2013 17:57:38 -0700 as noted in the "Received" sections of the > mail header. > > Incorrect time shows as: > Tue, 16 Apr 2013 00:57:34 +0000 in the actual ticket Date: field of the > message body. > > What's confusing is that the transaction header shows properly: > > Mon Apr 15 17:25:51 2013 joe.schmoe - Ticket created > Then follows the CC:, Subject: and Date: where the date appears as GMT > instead of local time. > > The RT_SiteConfig.pm file config is set to: > > Set($Timezone , 'US/Pacific'); > > I checked the Linux server time config and it points to America\Los > Angeles using UTC. > > Where else can I look to ensure that this "Date:" field reports the > correct time zone? > > Thank you in advance for any pointers. > > ~Pete_Jibe > > Disclaimer: This electronic message may contain information that is > Confidential or legally privileged. It is intended only for the use of the > individual(s) and entity named in the message. If you are not an intended > recipient of this message, please notify the sender immediately and delete > the material from your computer. Do not deliver, distribute or copy this > message and do not disclose its contents or take any action in reliance on > the information it contains. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From n.chrysandreas at albourne.com Wed Apr 17 03:56:04 2013 From: n.chrysandreas at albourne.com (Nikolas Chrysandreas) Date: Wed, 17 Apr 2013 07:56:04 -0000 (GMT) Subject: [rt-users] RT 4.0.11 - Article quicksearch In-Reply-To: Message-ID: Hi, In the latest release (4.0.11) the release notes mention : * Bring back an Article quick search missing since before 4.0.0 I have upgraded from 4.0.10 today (on a freeBSD system) and I still cannot see/find the quicksearch. When referring to the "quicksearch" do we mean the text search box on the upper right corner? If so, when searching in there while in the article view, it still returns tickets instead of articles. Any help is greatly appreciated Regards Nik From reg.bestpractical at posterus.com Wed Apr 17 08:27:55 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Wed, 17 Apr 2013 14:27:55 +0200 Subject: [rt-users] Cloning a transaction into another ticket In-Reply-To: <516D7F5F.1000202@netsandbox.de> References: <007e01ce3a11$511308a0$f33919e0$@bestpractical@posterus.com> <45011.9750843898$1366112907@news.gmane.org> <516D7F5F.1000202@netsandbox.de> Message-ID: <000f01ce3b66$fd1751f0$f745f5d0$@bestpractical@posterus.com> > I think > $ticket->Correspond(Content => $transaction->ContentAsMIME); is what you search for. > > Chris Thanks Chris. Indeed. I missed that somehow. Actually, I am less interested in Transaction::ContentAsMIME, which builds a message/rfc822 message, but Attachment::ContentAsMIME does exactly what I need. As I started using it, I also discovered that it most likely has a bug that prevents it from working correctly for many multipart messages (http://issues.bestpractical.com/Ticket/Display.html?id=23671). Best regards, Maciek From falcone at bestpractical.com Wed Apr 17 09:37:22 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Apr 2013 09:37:22 -0400 Subject: [rt-users] Limit Owner dropdown to only privileged users In-Reply-To: <1366165916445-53502.post@n7.nabble.com> References: <1366165728580-10765.post@n7.nabble.com> <20120731162301.GH1496@jibsheet.com> <1366165728565-53501.post@n7.nabble.com> <1366165916445-53502.post@n7.nabble.com> Message-ID: <20130417133722.GE54373@jibsheet.com> On Tue, Apr 16, 2013 at 07:31:56PM -0700, hopcon wrote: > I am having this same problem in RT 4.0.7, but your solution doesn't work for > me as there is no OwnTicket option in Group Rights under either group or > queue configurations. Yes there is. Tools -> Configuration -> Queues -> Select General Group Rights Staff Rights It's the fifth right > What is the new way of limiting ticket ownership to priveleged users? Exactly as described before, go find the place in the system where someone has accidentally granted OwnTicket more widely. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Apr 17 09:39:20 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Apr 2013 09:39:20 -0400 Subject: [rt-users] RT 4.0.11 - Article quicksearch In-Reply-To: References: Message-ID: <20130417133920.GF54373@jibsheet.com> On Wed, Apr 17, 2013 at 07:56:04AM -0000, Nikolas Chrysandreas wrote: > In the latest release (4.0.11) the release notes mention : > * Bring back an Article quick search missing since before 4.0.0 > > I have upgraded from 4.0.10 today (on a freeBSD system) and I still cannot see/find the quicksearch. > > When referring to the "quicksearch" do we mean the text search box on the upper right corner? > If so, when searching in there while in the article view, it still returns tickets instead of articles. Click on Tools -> Articles The box in the upper right corner changes from Search... to Search Articles... and the New Ticket In disappears. If it doesn't appear, then your upgrade was not correct or complete. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From miles at digitalphotobox.net Wed Apr 17 10:02:56 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Wed, 17 Apr 2013 07:02:56 -0700 Subject: [rt-users] dashboard adding links to dashboard items In-Reply-To: References: Message-ID: Does anyone have any idea how to do this? On Mon, Apr 15, 2013 at 3:00 PM, Miles Scruggs wrote: > I would like to add a column of links. For instance the "10 highest > priority tickets I own" section I would like to add a "Resolve" link that > will resolve the ticket. Just like the "Take" link takes the ticket from > the "10 newest unowned tickets". > > Ideally I would like to make one column with a couple links separated by a > / For instance two links tightly packed like: "Respond / Resolve" Any > help accomplishing either of these would be awesome. > > Cheers > > Miles Scruggs > miles at digitalphotobox.net > > > > -- Cheers, Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthias at leisi.net Wed Apr 17 10:40:30 2013 From: matthias at leisi.net (Matthias Leisi) Date: Wed, 17 Apr 2013 16:40:30 +0200 Subject: [rt-users] Placing a "custom form" on an RT screen Message-ID: I'm a bit at a loss on where to start searching for a solution to this: How to place a custom form(*) on Display.html. Ideally, that would be placed on top of the "History" section, but there is some flexibility on placement if it gets easier to implement. (*) A single button who whould perform a POST action to a non-RT-URL, having the ticket Id as parameter. -- Matthias -------------- next part -------------- An HTML attachment was scrubbed... URL: From tim at marchex.com Wed Apr 17 10:43:40 2013 From: tim at marchex.com (Tim Wiley) Date: Wed, 17 Apr 2013 07:43:40 -0700 Subject: [rt-users] dashboard adding links to dashboard items In-Reply-To: References: Message-ID: <516EB51C.8040105@marchex.com> On 04/17/2013 07:02 AM, Miles Scruggs wrote: > Does anyone have any idea how to do this? > > > On Mon, Apr 15, 2013 at 3:00 PM, Miles Scruggs > > wrote: > > I would like to add a column of links. For instance the "10 highest > priority tickets I own" section I would like to add a "Resolve" link > that will resolve the ticket. Just like the "Take" link takes the > ticket from the "10 newest unowned tickets". > > Ideally I would like to make one column with a couple links > separated by a / For instance two links tightly packed like: > "Respond / Resolve" Any help accomplishing either of these would > be awesome. If you click on the "Edit" link in the upper-right corner of the dashboard section that you'd like to add the link to, you'll be presented with the query builder. Click the "Advanced" link on the top right of that page (assuming RT4) and you should see the format box. In that box, you'll see something like: '__id__/TITLE:#', '__Subject__/TITLE:Subject', '__QueueName__', '__ExtendedStatus__', '__CreatedRelative__', 'Take/TITLE: ' Add another link next to the "Take" link like below: '__id__/TITLE:#', '__Subject__/TITLE:Subject', '__QueueName__', '__ExtendedStatus__', '__CreatedRelative__', 'Take / Resolve/TITLE: ' Notice that the ampersands are escaped. Click Apply & you should be good to go. If you'd like to check quickly, just click the "Show Results" link in the upper right. From falcone at bestpractical.com Wed Apr 17 10:52:18 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Apr 2013 10:52:18 -0400 Subject: [rt-users] Placing a "custom form" on an RT screen In-Reply-To: References: Message-ID: <20130417145218.GG54373@jibsheet.com> On Wed, Apr 17, 2013 at 04:40:30PM +0200, Matthias Leisi wrote: > I'm a bit at a loss on where to start searching for a solution to this: How to place a custom > form(*) on Display.html. Ideally, that would be placed on top of the "History" section, but > there is some flexibility on placement if it gets easier to implement. > (*) A single button who whould perform a POST action to a non-RT-URL, having the ticket Id as > parameter. You probably want to read about Callbacks - you can use them to insert HTML into various pages in RT (or to change things about the page, but in your case you just want to insert some HTML). http://requesttracker.wikia.com/wiki/Customizing -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From robert at robertblackwell.com Wed Apr 17 11:05:18 2013 From: robert at robertblackwell.com (Robert Blackwell) Date: Wed, 17 Apr 2013 11:05:18 -0400 Subject: [rt-users] Placing a "custom form" on an RT screen In-Reply-To: <20130417145218.GG54373@jibsheet.com> References: <20130417145218.GG54373@jibsheet.com> Message-ID: Matthias, Not sure of your use case but we have situation where we do a HTTP POST from a scrip to a non RT URL based on certain ticket conditions. RT makes this very easy to automate and not have to involve the human. Not sure if that works for you. Robert On Wed, Apr 17, 2013 at 10:52 AM, Kevin Falcone wrote: > On Wed, Apr 17, 2013 at 04:40:30PM +0200, Matthias Leisi wrote: > > I'm a bit at a loss on where to start searching for a solution to > this: How to place a custom > > form(*) on Display.html. Ideally, that would be placed on top of the > "History" section, but > > there is some flexibility on placement if it gets easier to implement. > > (*) A single button who whould perform a POST action to a non-RT-URL, > having the ticket Id as > > parameter. > > You probably want to read about Callbacks - you can use them to insert > HTML into various pages in RT (or to change things about the page, but > in your case you just want to insert some HTML). > > http://requesttracker.wikia.com/wiki/Customizing > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Wed Apr 17 11:48:05 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 17 Apr 2013 11:48:05 -0400 Subject: [rt-users] CommandByMail is not working In-Reply-To: References: Message-ID: On Apr 16, 2013 11:55 PM, "Asif Iqbal" wrote: > > > > > On Tue, Apr 16, 2013 at 4:01 PM, Miles Scruggs wrote: >> >> Hi Asif, >> >> Can you test basic functionality. Like change the status with: >> >> Status: resolved >> >> at the top of your reply email. I'm just wondering if CommandByMail isn't working or you are just having issues with the interaction with Custom Fields. > > > Does not look like it is working at all. > > I sent the following email with a comment and I see the comment shows up but the Status did not change > > comment 8 > > Status: resolved > > Here is log related to that last transaction > > [Wed Apr 17 03:50:03 2013] [info]: < rt-3.8.2-26149-1366170602-632.1208249-87-0-7509423-26716-0 at webrt.example.net> #1208249/7509423 - Scrip 87 Imported from RT 2.0 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306) > > [Wed Apr 17 03:50:03 2013] [crit]: < rt-3.8.2-26149-1366170602-632.1208249-87-0 at webrt.example.net>: Could not send mail. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478) > > [Wed Apr 17 03:50:03 2013] [info]: < rt-3.8.2-26149-1366170603-1478.1208249-159-0-7509423-26716-0 at webrt.example.net> #1208249/7509423 - Scrip 159 On Comment Notify Other Recipients as Comment (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306) > > [Wed Apr 17 03:50:03 2013] [info]: < rt-3.8.2-26149-1366170603-1478.1208249-159-0 at webrt.example.net> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) > > > Any thing else that I need to check that might be causing this? > > > >> >> >> I just installed CommandByMail, but it was on version 4 not three. It is working great. >> >> Cheers >> >> Miles Scruggs >> >> >> >> On Apr 16, 2013, at 12:32 PM, Asif Iqbal wrote: >> >>> On Sun, Apr 14, 2013 at 2:55 PM, Asif Iqbal wrote: >>>> >>>> I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the config like below. >>>> >>>> Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail ) ); >>>> Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); >>>> >>>> Setup a custom field TAG of type 'Enter one value' for the help queue then >>>> send an email to the comment address of a ticket I own, as me, of the following >>>> >>>> This is a comment >>>> >>>> CF.{TAG}: comment1 >>>> >>>> I do not see any value showing for the custom field TAG on the ticket. >>>> I do not see any log in debug about the custom field either. >>>> >>>> I did restart apache after making change to the config. >>>> >>>> What gives? >>>> >>> >>> >>> Could not find anything in the mailing list that has exact same issue. What am I doing wrong? >>> >> > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Wed Apr 17 13:32:14 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 17 Apr 2013 13:32:14 -0400 Subject: [rt-users] CommandByMail is not working In-Reply-To: References: Message-ID: On Wed, Apr 17, 2013 at 11:48 AM, Asif Iqbal wrote: > > On Tue, Apr 16, 2013 at 4:01 PM, Miles Scruggs < > miles at digitalphotobox.net> wrote: > >> > >> Hi Asif, > >> > >> Can you test basic functionality. Like change the status with: > >> > >> Status: resolved > >> > >> at the top of your reply email. I'm just wondering if CommandByMail > isn't working or you are just having issues with the interaction with > Custom Fields. > > > Looks like this time it is trying to use CommandByMail by failing with permission error. I am sending the reply and I am owner of the ticket. What permission is missing? [Wed Apr 17 17:26:15 2013] [info]: < rt-3.8.2-4534-1366219575-418.1208249-87-0-7510078-26716-0 at webrt.example.net> #1208249/7510078 - Scrip 87 Imported from RT 2.0 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306) [Wed Apr 17 17:26:16 2013] [info]: < rt-3.8.2-4534-1366219575-418.1208249-87-0-7510078-26716-0 at webrt.example.net> sent (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:338) [Wed Apr 17 17:26:16 2013] [info]: < rt-3.8.2-4534-1366219575-1185.1208249-159-0-7510078-26716-0 at webrt.example.net> #1208249/7510078 - Scrip 159 On Comment Notify Other Recipients as Comment (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306) [Wed Apr 17 17:26:16 2013] [info]: < rt-3.8.2-4534-1366219575-1185.1208249-159-0 at webrt.example.net> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) [Wed Apr 17 17:26:16 2013] [warning]: Use of uninitialized value in string eq at /opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 437. (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:437) [Wed Apr 17 17:26:16 2013] [warning]: Failed command 'Status: resolved' Error message: Permission Denied (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696) [Wed Apr 17 17:26:16 2013] [crit]: Failed command 'Status: resolved' Error message: Permission Denied (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From russell at jonesmail.me Wed Apr 17 13:47:20 2013 From: russell at jonesmail.me (Russell Jones) Date: Wed, 17 Apr 2013 12:47:20 -0500 Subject: [rt-users] ShowGlobalTemplates Message-ID: <516EE028.3050706@jonesmail.me> Hi all, What does the ShowGlobalTemplates permission actually do? I can't seem to find a difference in a user who has it and doesn't have it granted. From vadud3 at gmail.com Wed Apr 17 13:48:48 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 17 Apr 2013 13:48:48 -0400 Subject: [rt-users] CommandByMail is not working In-Reply-To: References: Message-ID: On Wed, Apr 17, 2013 at 1:32 PM, Asif Iqbal wrote: > Looks like this time it is trying to use CommandByMail by failing with > permission error. I am sending the reply and I am owner of the ticket. What > permission > is missing? > It worked this time. Looks like I have multiple email addresses and the owner email address has the domain name of the previous company domain. I had been using the current email and I had to change the From: address to get it working. I also was putting those key/value pairs below my comment in the body instead of at the top. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete.beebe at jibeconsulting.com Wed Apr 17 14:01:44 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Wed, 17 Apr 2013 18:01:44 +0000 Subject: [rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field In-Reply-To: References: <56E2FD69D191694AA55549EA705DE2181A039F55@EXCH1.JIBECONSULTING.int> Message-ID: <56E2FD69D191694AA55549EA705DE2181A03AA76@EXCH1.JIBECONSULTING.int> Thanks for the reply. I just checked the 4.0.10 version we have running in our dev environment and it appears the issue still exists on that version. I just noticed that v4.0.11 is now available, when I get a moment I?ll upgrade to that version and retest. ~Pete_Jibe From: Ruslan Zakirov Sent: Wednesday, April 17, 2013 12:50 AM Subject: Re: [rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field Hi, "Date: ..." you see in the history comes from email headers and RT doesn't change them. We wrote code to deal with this, but I don't know if it's in 4.0 or if it only would be in 4.2. Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed Apr 17 14:34:53 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 17 Apr 2013 14:34:53 -0400 Subject: [rt-users] Accessing custom fields in Ticket Search Message-ID: <4DD6AB329450D847913EA76D7F3C6B831270DF75@valkyrie.ogp.qvii.com> I just did a demo to our service department & they are very interested in testing out RT as a way to track their calls. One thing that was brought up is the ability do perform searches across custom fields (example: they want to add serial numbers for our equipment to tickets & be able to search for them). Is there a way to do searches against custom fields via the web interface? If so, how? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bmccormack at nextjump.com Wed Apr 17 14:44:40 2013 From: bmccormack at nextjump.com (Bernard McCormack) Date: Wed, 17 Apr 2013 14:44:40 -0400 Subject: [rt-users] Accessing custom fields in Ticket Search In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B831270DF75@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B831270DF75@valkyrie.ogp.qvii.com> Message-ID: <19EF11FBDEFF244EA6EB282C10DB8C470116CFFF@MASERVER1.nextjump.com> Yes, If you add a queue that is applicable to the search it will appear at the bottom of the selectable options on the Ticket search page. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Cena, Stephen (ext. 300) Sent: Wednesday, April 17, 2013 2:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Accessing custom fields in Ticket Search I just did a demo to our service department & they are very interested in testing out RT as a way to track their calls. One thing that was brought up is the ability do perform searches across custom fields (example: they want to add serial numbers for our equipment to tickets & be able to search for them). Is there a way to do searches against custom fields via the web interface? If so, how? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From shane at markentsolutions.com Wed Apr 17 14:35:29 2013 From: shane at markentsolutions.com (Shane Vedvik) Date: Wed, 17 Apr 2013 18:35:29 +0000 Subject: [rt-users] Fetchmail Exchange RT4 Configuration questions Message-ID: <51BDC13E3C3CA24B8767DECA7CAB674A09D577@exch1.MK.local> I was wondering if anyone had any insight into how to configure the RT MDA to accept a self-signed certificate, or if I have to go ahead and get a dv cert for this server. Email sent to support@ is taken off the exchange 2010 server using fetchmail to collect it via pop3, then forwarded to the RT MDA as below: #--- fetchmail Config #set daemon 120 #set syslog poll exch1.mk.local proto pop3 user"support" pass"********" to root sslproto "TLS1" mda "/opt/rt4/bin/rt-mailgate --url https://rt.markentsolutions.com/rt --queue support --action correspond" When it runs, I get the following error: 500 Can't connect to rt.markentsolutions.com:443 (certificate verify failed) fetchmail: MDA returned nonzero status 75 not flushed fetchmail: POP3> LIST 8 fetchmail: POP3< +OK 8 406 fetchmail: POP3> TOP 8 99999999 fetchmail: POP3< +OK reading message support at exch1.mk.local:8 of 8 (406 octets) #**An Error Occurred Any help would be appreciated. Thanks, Shane -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Wed Apr 17 15:13:51 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Wed, 17 Apr 2013 19:13:51 +0000 Subject: [rt-users] RES: Fetchmail Exchange RT4 Configuration questions In-Reply-To: <51BDC13E3C3CA24B8767DECA7CAB674A09D577@exch1.MK.local> References: <51BDC13E3C3CA24B8767DECA7CAB674A09D577@exch1.MK.local> Message-ID: <3B9178D874F56F47B616AB50C01F7B778E9D6038@GRXPRD8011MB606.lamprd80.prod.outlook.com> Hi, This is my ~/.fetchmailrc config, works with Office365 and should(TM) work with every exchange, PS: I use another fetchmail command on cron that replace some options, but are only to use procmail instead to mailgate directly. poll pod51028.outlook.com proto pop3 user "ticket at domain.com" pass "secret123" options ssl mda "/usr/bin/rt-mailgate --queue General --action correspond --url http://127.0.0.1/rt/" Your error point to MDA, verify path of rt-mailgate binary and --url option. De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Shane Vedvik Enviada em: quarta-feira, 17 de abril de 2013 15:35 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Fetchmail Exchange RT4 Configuration questions I was wondering if anyone had any insight into how to configure the RT MDA to accept a self-signed certificate, or if I have to go ahead and get a dv cert for this server.? Email sent to support@ is taken off the exchange 2010 server using fetchmail to collect it via pop3, then forwarded to the RT MDA as below: #--- fetchmail Config #set daemon 120 #set syslog poll exch1.mk.local proto pop3 user"support" pass"********" to root sslproto "TLS1" mda "/opt/rt4/bin/rt-mailgate --url https://rt.markentsolutions.com/rt --queue support --action correspond" When it runs, I get the following error: 500 Can't connect to rt.markentsolutions.com:443 (certificate verify failed) fetchmail: MDA returned nonzero status 75 not flushed fetchmail: POP3> LIST 8 fetchmail: POP3< +OK 8 406 fetchmail: POP3> TOP 8 99999999 fetchmail: POP3< +OK reading message support at exch1.mk.local:8 of 8 (406 octets) #**An Error Occurred Any help would be appreciated. Thanks, Shane From trs at bestpractical.com Wed Apr 17 15:25:03 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 17 Apr 2013 12:25:03 -0700 Subject: [rt-users] Fetchmail Exchange RT4 Configuration questions In-Reply-To: <51BDC13E3C3CA24B8767DECA7CAB674A09D577@exch1.MK.local> References: <51BDC13E3C3CA24B8767DECA7CAB674A09D577@exch1.MK.local> Message-ID: <516EF70F.7060107@bestpractical.com> On 04/17/2013 11:35 AM, Shane Vedvik wrote: > I was wondering if anyone had any insight into how to configure the RT > MDA to accept a self-signed certificate, or if I have to go ahead and > get a dv cert for this server. Provide your self-generated signing CA as an option: https://bestpractical.com/rt/docs/4.0/rt-mailgate.html#ca-file-path Or install your signing CA into your system's trusted certs (usually /etc/ssl/certs or somesuch, and then run c_rehash [directory]). From linedancer at gmail.com Wed Apr 17 15:30:06 2013 From: linedancer at gmail.com (Gary Holmes) Date: Wed, 17 Apr 2013 20:30:06 +0100 Subject: [rt-users] Fetchmail Exchange RT4 Configuration questions In-Reply-To: <51BDC13E3C3CA24B8767DECA7CAB674A09D577@exch1.MK.local> References: <51BDC13E3C3CA24B8767DECA7CAB674A09D577@exch1.MK.local> Message-ID: Can't talk specifically to self signed certs, but we collect mail via fetchmail over an SSL connection. The only way I could get it to work reliably was to generate the SSL fingerprint of the pop server and add that to the .fetchmailrc file. The process is documented in the fetchmail documentation. =G On Wednesday, April 17, 2013, Shane Vedvik wrote: > I was wondering if anyone had any insight into how to configure the RT MDA > to accept a self-signed certificate, or if I have to go ahead and get a dv > cert for this server. **** > > ** ** > > Email sent to support@ is taken off the exchange 2010 server using > fetchmail to collect it via pop3, then forwarded to the RT MDA as below:** > ** > > ** ** > > #--- fetchmail Config**** > > #set daemon 120**** > > #set syslog**** > > poll exch1.mk.local proto pop3 user?support? pass?********? to root > sslproto ?TLS1? mda ?/opt/rt4/bin/rt-mailgate --url > https://rt.markentsolutions.com/rt --queue support --action correspond?*** > * > > ** ** > > When it runs, I get the following error:**** > > ** ** > > 500 Can't connect to rt.markentsolutions.com:443**** > > (certificate verify failed)**** > > fetchmail: MDA returned nonzero status 75**** > > not flushed**** > > fetchmail: POP3> LIST 8**** > > fetchmail: POP3< +OK 8 406**** > > fetchmail: POP3> TOP 8 99999999**** > > fetchmail: POP3< +OK**** > > reading message support at exch1.mk.local:8 of 8 (406 octets) #**An Error > Occurred**** > > ** ** > > Any help would be appreciated.**** > > ** ** > > Thanks,**** > > ** ** > > Shane**** > > ** ** > > ** ** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete.beebe at jibeconsulting.com Wed Apr 17 17:02:14 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Wed, 17 Apr 2013 21:02:14 +0000 Subject: [rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field References: <56E2FD69D191694AA55549EA705DE2181A039F55@EXCH1.JIBECONSULTING.int> Message-ID: <56E2FD69D191694AA55549EA705DE2181A03AD74@EXCH1.JIBECONSULTING.int> Hi Ruslan, Upon further testing it seems that v4.0.10 does have this fix in place for new transactions, only. It doesn?t appear that it corrects older RT records. Does that functionality sound correct to you? Either way, it?s good to know that the newer release addresses this for new records. Cheers, ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From kjohnson at eclypse.org Wed Apr 17 18:05:49 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Wed, 17 Apr 2013 17:05:49 -0500 Subject: [rt-users] 'Everyone' group is missing from upgraded RT installation Message-ID: I recently upgraded an RT installation from 3.4.5 to 4.0.7, in parallel to the original installation, and am still testing RT 4.0. In general things look good now, but I ran in to a difficulty when trying to allow rt-mailgate to create new tickets. As I understand it, I need to allow ticket creation for the Everyone group if 'outside' email users are to create new tickets. Unfortunately, I don't have an Everyone group. OK, I can add one. I tried looking here: https://github.com/bestpractical/rt/blob/stable/etc/initialdata For information on the characteristics that this group should have, but struck out. Where should I look to find out how to set this group up properly? Ken From charlycr74 at yahoo.com.ar Wed Apr 17 21:56:20 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Wed, 17 Apr 2013 18:56:20 -0700 (PDT) Subject: [rt-users] HTTP 500 when downloading attachments on Chrome Message-ID: <1366250180.51553.YahooMailNeo@web140606.mail.bf1.yahoo.com> Hi, I'm running RT 4.010, in some cases when I try to download an attachment from a ticket using Chrome doesn't work, looking at the logs I found out that I actually get HTTP error 500. I run RT on debug mode but nothing is added to the logfile when clicking on the attachment, but I do get this message on the apache logs: [Thu Apr 18 03:38:39 2013] [error] [client x.x.x.x] Apache2::RequestIO::print: (103) Software caused connection abort at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 179, referer: https://rt.travelgenio.com/Ticket/Display.html?id=10983 x.x.x.x - - [18/Apr/2013:03:38:39 +0200] "GET /Ticket/Attachment/103241/52274/num%C3%A9risation0001.pdf HTTP/1.1" 500 363754 [18/Apr/2013:03:38:39 +0200] x.x.x.x TLSv1 DHE-RSA-CAMELLIA256-SHA "GET /Ticket/Attachment/103241/52274/num%C3%A9risation0001.pdf HTTP/1.1" 363754 If I download it from IE or Firefox, no errors at all. Thank you all for your help, Charly From hescobar at afslc.com Thu Apr 18 02:38:31 2013 From: hescobar at afslc.com (Hugo Escobar) Date: Thu, 18 Apr 2013 02:38:31 -0400 Subject: [rt-users] problem extracting custom field values Message-ID: Hi there: I'm writing a little piece of code to avoid storing duplicate values in custom fields. The custom field in reference is of 'multiple values' type. I do the following: my $CFValues = $Ticket->CustomFieldValuesAsString($cf_name); if ($CFValues=~/$val/ms) { # do not save the cf value } else { # save the cf value } What's really weird is if the custom field currently has one value, the code above seems to be completely ignored. If there's more than one value, it does exactly what i need it to do. This happens when it runs in a callback i wrote which is called by 'Ticket/Update.html' When i run the same snippet in a cli script it works always. I'm totally clueless about what is causing this situation, after spending countless hours i haven't solved this problem. Any help will be greatly appreciated -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: From ruz at bestpractical.com Thu Apr 18 03:33:47 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 18 Apr 2013 11:33:47 +0400 Subject: [rt-users] problem extracting custom field values In-Reply-To: References: Message-ID: On Thu, Apr 18, 2013 at 10:38 AM, Hugo Escobar wrote: > I'm writing a little piece of code to avoid storing duplicate values in > custom fields. > The custom field in reference is of 'multiple values' type. > RT shouldn't store duplicate values. -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Apr 18 03:42:00 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 18 Apr 2013 11:42:00 +0400 Subject: [rt-users] HTTP 500 when downloading attachments on Chrome In-Reply-To: <1366250180.51553.YahooMailNeo@web140606.mail.bf1.yahoo.com> References: <1366250180.51553.YahooMailNeo@web140606.mail.bf1.yahoo.com> Message-ID: On Thu, Apr 18, 2013 at 5:56 AM, charlycr74 at yahoo.com.ar < charlycr74 at yahoo.com.ar> wrote: > Hi, > > I'm running RT 4.010, in some cases when I try to download an attachment > from a ticket using Chrome doesn't work, looking at the logs I found out > that I actually get HTTP error 500. > > I run RT on debug mode but nothing is added to the logfile when clicking > on the attachment, but I do get this message on the apache logs: > > > [Thu Apr 18 03:38:39 2013] [error] [client x.x.x.x] > Apache2::RequestIO::print: (103) Software caused connection abort at > /usr/local/share/perl5/Plack/Handler/Apache2.pm line 179, referer: > https://rt.travelgenio.com/Ticket/Display.html?id=10983 This means that the browser closed connection while server was pushing data to client. Try "save link as" instead of just clicking. This way you will avoid in browser PDF viewer. Check if this works and try to open the file from disk out of chrome and in chrome. Also open chrome's console and try to open link. > x.x.x.x - - [18/Apr/2013:03:38:39 +0200] "GET > /Ticket/Attachment/103241/52274/num%C3%A9risation0001.pdf HTTP/1.1" 500 > 363754 > > [18/Apr/2013:03:38:39 +0200] x.x.x.x TLSv1 DHE-RSA-CAMELLIA256-SHA "GET > /Ticket/Attachment/103241/52274/num%C3%A9risation0001.pdf HTTP/1.1" 363754 > > > > If I download it from IE or Firefox, no errors at all. > > Thank you all for your help, Charly > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Apr 18 04:12:30 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 18 Apr 2013 12:12:30 +0400 Subject: [rt-users] 'Everyone' group is missing from upgraded RT installation In-Reply-To: References: Message-ID: On Thu, Apr 18, 2013 at 2:05 AM, Ken Johnson wrote: > > I recently upgraded an RT installation from 3.4.5 to 4.0.7, in parallel to > the original installation, and am still testing RT 4.0. > > In general things look good now, but I ran in to a difficulty when trying > to > allow rt-mailgate to create new tickets. > > As I understand it, I need to allow ticket creation for the Everyone group > if 'outside' email users are to create new tickets. Unfortunately, I don't > have an Everyone group. OK, I can add one. I tried looking here: > > https://github.com/bestpractical/rt/blob/stable/etc/initialdata > > For information on the characteristics that this group should have, but > struck out. > > Where should I look to find out how to set this group up properly? > Are you saying that RT 3.4.5 had no Everyone group in the DB? What do you get when you run the following query: SELECT * FROM Groups WHERE Domain = 'SystemInternal'; > > Ken > > > > > > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From n.chrysandreas at albourne.com Thu Apr 18 05:06:23 2013 From: n.chrysandreas at albourne.com (Nikolas Chrysandreas) Date: Thu, 18 Apr 2013 09:06:23 -0000 (GMT) Subject: [rt-users] RT 4.0.11 - Article quicksearch In-Reply-To: <20130417133920.GF54373@jibsheet.com> Message-ID: <2385edc3-9386-4812-9426-a3b2bf50cd75@mail-lcy-00.intern.albourne.com> Hi Kevin, Thanks for your reply. I've found the problem. I missed the step of clearing the mason data after the upgrade. As I'm using a freeBSD system the mason data is not in the usual place as the Documentation mentions (/opt/rt4/var/mason_data/obj/) rather it was under /var/run/rt40/mason_data/obj Once I cleared that I could then see the Search transform to Article Search! Thanks again Nik From charlycr74 at yahoo.com.ar Thu Apr 18 08:37:18 2013 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 18 Apr 2013 05:37:18 -0700 (PDT) Subject: [rt-users] HTTP 500 when downloading attachments on Chrome In-Reply-To: References: <1366250180.51553.YahooMailNeo@web140606.mail.bf1.yahoo.com> Message-ID: <1366288638.19739.YahooMailNeo@web140604.mail.bf1.yahoo.com> Clicking on "Save link as" works. I opened the Console and this is what I get: Resource interpreted as Document but transferred with MIME type application/octet-stream: "https://rt.domain.com/Ticket/Attachment/103241/52274/num%C3%A9risation0001.pdf". After some research seems to be a bug in Chrome. http://code.google.com/p/chromium/issues/detail?id=104331 Thank you! ________________________________ De: Ruslan Zakirov Para: "charlycr74 at yahoo.com.ar" CC: "rt-users at lists.bestpractical.com" Enviado: jueves, 18 de abril de 2013 3:42 Asunto: Re: [rt-users] HTTP 500 when downloading attachments on Chrome On Thu, Apr 18, 2013 at 5:56 AM, charlycr74 at yahoo.com.ar wrote: Hi, > >I'm running RT 4.010, in some cases when I try to download an attachment from a ticket using Chrome doesn't work, looking at the logs I found out that I actually get HTTP error 500. > >I run RT on debug mode but nothing is added to the logfile when clicking on the attachment, but I do get this message on the apache logs: > > >[Thu Apr 18 03:38:39 2013] [error] [client x.x.x.x] Apache2::RequestIO::print: (103) Software caused connection abort at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 179, referer: https://rt.travelgenio.com/Ticket/Display.html?id=10983 This means that the browser closed connection while server was pushing data to client. Try "save link as" instead of just clicking. This way you will avoid in browser PDF viewer. Check if this works and try to open the file from disk out of chrome and in chrome. Also open chrome's console and try to open link.? ? x.x.x.x - - [18/Apr/2013:03:38:39 +0200] "GET /Ticket/Attachment/103241/52274/num%C3%A9risation0001.pdf HTTP/1.1" 500 363754 > >[18/Apr/2013:03:38:39 +0200] x.x.x.x TLSv1 DHE-RSA-CAMELLIA256-SHA "GET /Ticket/Attachment/103241/52274/num%C3%A9risation0001.pdf HTTP/1.1" 363754 > > > >If I download it from IE or Firefox, no errors at all. > >Thank you all for your help, Charly > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Thu Apr 18 12:17:07 2013 From: g.mason at fairfx.com (Gary Mason) Date: Thu, 18 Apr 2013 17:17:07 +0100 Subject: [rt-users] Problems upgrading from 3.9.3 Message-ID: <51701C83.4030901@fairfx.com> HI, I am in the process of migrating my current RT to a brand new separate server running Debian/Postgresql and RT 4.0.7 installed via backports. I have managed to import the dump of the database into the new system, and have set about upgrading the database. I already have RT4.0.7 working fine with some test data I put into the initial system - just need to get the historical ticket information in now. I started out at version 3.6.7 using the following command :- # rt-setup-database-4 --action upgrade --dba postgres --prompt-for-dba-password That was fine for a couple of the versions, but it fell over a couple of times at various points, and I had to resort to forcing through those upgrades manually, usually with a command like the following :- # rt-setup-database-4 --action insert --datadir /usr/share/request-tracker4/etc/upgrade/3.8.3 --dba postgres That worked fine up to version 3.9.3. When I try to upgrade from that version, I get the following errors :- root at rta-01:/etc/request-tracker4# rt-setup-database-4 --action upgrade --dba postgres --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as postgres Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rtdb User: rtuser DBA: postgres Enter RT version you're upgrading from: 3.9.2 Going to apply following upgrades: * 3.9.3 * 3.9.5 * 3.9.6 * 3.9.7 * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 * 4.0.3 * 4.0.4 * 4.0.6 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.9.3 Now populating database schema. DBD::Pg::st execute failed: ERROR: column "delegatedby" of relation "acl" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. I tried manually upgrading that version, but that failed too, with a different message :- # rt-setup-database-4 --action insert --datadir /usr/share/request-tracker4/etc/upgrade/3.9.3 --dba postgres In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as postgres Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rtdb User: rtuser DBA: postgres Now inserting data. Couldn't finish 'insert' step. ERROR: Couldn't load data from '/usr/share/request-tracker4/etc/upgrade/3.9.3/content' for import: ERROR:Can't locate /usr/share/request-tracker4/etc/upgrade/3.9.3/content in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /usr/share/request-tracker4/lib/RT/Handle.pm line 762. Anyone have any idea how I can get the upgrade through this particular version ? Thanks, Gary From falcone at bestpractical.com Thu Apr 18 12:35:38 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Apr 2013 12:35:38 -0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <51701C83.4030901@fairfx.com> References: <51701C83.4030901@fairfx.com> Message-ID: <20130418163538.GH54373@jibsheet.com> On Thu, Apr 18, 2013 at 05:17:07PM +0100, Gary Mason wrote: > # rt-setup-database-4 --action upgrade --dba postgres > --prompt-for-dba-password > > That was fine for a couple of the versions, but it fell over a > couple of times at various points, and I had to resort to forcing > through those upgrades manually, usually with a command like the > following :- > > # rt-setup-database-4 --action insert --datadir > /usr/share/request-tracker4/etc/upgrade/3.8.3 --dba postgres Unfortunately - that command only completes one of 3 possible steps in that upgrade. In your case, it skipped the creation of a new PostgreSQL specific index. I'd suggest posting the first error your received from a clean restore of 3.6.7 and running the automated upgrade step. > DBD::Pg::st execute failed: ERROR: column "delegatedby" of relation > "acl" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm > line 515. This usually means you have already run this step, since that column has existed since long before 3.6.7. The column was also used in the 3.9.2 upgrade step which you say completed successfully. > Anyone have any idea how I can get the upgrade through this > particular version ? I'd start again, posting your initial errors and working from there. I wouldn't trust an upgraded database with this error, or with this many unknowns. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From pboguszewski at library.wisc.edu Thu Apr 18 12:54:37 2013 From: pboguszewski at library.wisc.edu (Peter Boguszewski) Date: Thu, 18 Apr 2013 11:54:37 -0500 Subject: [rt-users] Issues with RT4.x and apache proxypass and white space in search results. In-Reply-To: <516D65AD.4050608@library.wisc.edu> References: <516D65AD.4050608@library.wisc.edu> Message-ID: <5170254D.9000901@library.wisc.edu> I can replicate this problem with RT 4.0.11 in many ways. I have tried apache 2.2.x and 2.4.x with ProxyPass and ReWrite rules with the NoEscape option [NE]. This does not fix the problem. Here is the exact way to replicate the issue. With ProxyPass enabled go to Query Builder and add any search term, select "Add these terms and Search". This will blow up with a URL that contains escape characters like this: Search/Results.html?Format=%2527%2520%2520%2520%253Cb%253E%253Ca%2520href%253D%2522__WebPath__%252FTicket%252FDisplay.html%253Fid%253D__id__%2522%253E__id__%253C%252Fa%253E%253C%252Fb%253E%252FTITLE%253A%2523%2527%252C%250A%2527%253Cb%253E%253Ca%2520href%253D%2522__WebPath__%252FTicket%252FDisplay.html%253Fid%253D__id__%2522%253E__Subject__%253C%252Fa%253E%253C%252Fb%253E%252FTITLE%253ASubject%2527%252C%250A%2527__Status__%2527%252C%250A%2527__QueueName__%2527%252C%250A%2527__OwnerName__%2527%252C%250A%2527__Priority__%2527%252C%250A%2527__NEWLINE__%2527%252C%250A%2527%2527%252C%250A%2527%253Csmall%253E__Requestors__%253C%252Fsmall%253E%2527%252C%250A%2527%253Csmall%253E__CreatedRelative__%253C%252Fsmall%253E%2527%252C%250A%2527%253Csmall%253E__ToldRelative__%253C%252Fsmall%253E%2527%252C%250A%2527%253Csmall%253E__LastUpdatedRelative__%253C%252Fsmall%253E%2527%252C%250A%2527%253Csmall%253E__TimeLeft__%253C%252Fsmall%253E%2527&Order=ASC%257CASC%257CASC%257CASC&OrderBy=id%257C%257C%257C&Query=id%2520%253C%25202000&RowsPerPage=50&SavedChartSearchId=new&SavedSearchId=new Without changing anything I can get the search to work by going back to the query builder and adding a search term but instead of choosing "Add these terms and Search" I select "Add these terms" then the click the "Show Results" link that appears. Here is the same exact search result URL: Search/Results.html?SavedChartSearchId=new&RowsPerPage=50&Page=&Format='+++__id__<%2Fa><%2Fb>%2FTITLE%3A%23'%2C%0A'__Subject__<%2Fa><%2Fb>%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'__Requestors__<%2Fsmall>'%2C%0A'__CreatedRelative__<%2Fsmall>'%2C%0A'__ToldRelative__<%2Fsmall>'%2C%0A'__LastUpdatedRelative__<%2Fsmall>'%2C%0A'__TimeLeft__<%2Fsmall>'&Order=ASC|ASC|ASC|ASC&SavedSearchId=&Query=id+<+2000&OrderBy=id||| The difference I notice in the code is that the "Add these terms and Search" button uses a perl url redirect where the "Show Results" link does not. Here is the log output from the errored search (with server location starred out): [Thu Apr 18 16:52:51 2013] [error]: The 'message' parameter ("Wrong query, expecting a OPERATOR in 'id%>20<--here%3C%202000' at /*****//rt-4.0.11/sbin/../lib/RT/SQL.pm line 135. Stack: [/*****//rt-4.0.11/sbin/../lib/RT/SQL.pm:135] [/*****//rt-4.0.11/sbin/../lib/RT/Tickets_SQL.pm:237] [/*****//rt-4.0.11/sbin/../lib/RT/Tickets_SQL.pm:293] [/*****//rt-4.0.11/share/html/Search/Results.html:109] [/*****//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm:635] [/*****//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm:336] [/*****//rt-4.0.11/share/html/autohandler:53] ") to Log::Dispatch::Output::log was a 'hashref object', which is not one of the allowed types: scalar at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/x86_64-linux/Params/Validate/XS.pm line 11. Params::Validate::XS::__ANON__('The \'message\' parameter ("Wrong query, expecting a OPERATOR...') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch/Output.pm line 39 Log::Dispatch::Output::log(undef, 'level', 'error', 'name', 'screen', 'message', 'HTML::Mason::Exception=HASH(0x6a95280)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm line 214 Log::Dispatch::_log_to('Log::Dispatch=HASH(0xb84808)', 'level', 'error', 'name', 'screen', 'message', 'HTML::Mason::Exception=HASH(0x6a95280)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm line 167 Log::Dispatch::_log_to_outputs('Log::Dispatch=HASH(0xb84808)', 'level', 'error', 'message', 'HTML::Mason::Exception=HASH(0x6a95280)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm line 145 Log::Dispatch::log('Log::Dispatch=HASH(0xb84808)', 'level', 'error', 'message', '') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm line 42 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xb84808)', '') called at /*****//rt-4.0.11/sbin/../lib/RT/Tickets_SQL.pm line 295 RT::Tickets::FromSQL('RT::Tickets=HASH(0x689e1a0)', 'id%20%3C%202000') called at /*****//rt-4.0.11/share/html/Search/Results.html line 109 HTML::Mason::Commands::__ANON__('Order', 'ASC%7CASC%7CASC%7CASC', 'Query', 'id%20%3C%202000', 'SavedSearchId', 'new', 'SavedChartSearchId', 'new', 'OrderBy', ...) called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a72f58)', 'Order', 'ASC%7CASC%7CASC%7CASC', 'Query', 'id%20%3C%202000', 'SavedSearchId', 'new', 'SavedChartSearchId', 'new', ...) called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1305 eval {...} called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'Order', 'ASC%7CASC%7CASC%7CASC', 'Query', 'id%20%3C%202000', 'SavedSearchId', 'new', ...) called at /*****//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm line 635 RT::Interface::Web::ShowRequestedPage('HASH(0x69bb6a8)') called at /*****//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm line 336 RT::Interface::Web::HandleRequest('HASH(0x69bb6a8)') called at /*****//rt-4.0.11/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('SavedChartSearchId', 'new', 'Format', '%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 'Query', 'id%20%3C%202000', 'Order', 'ASC%7CASC%7CASC%7CASC', 'SavedSearchId', ...) called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x673e0b0)', 'SavedChartSearchId', 'new', 'Format', '%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 'Query', 'id%20%3C%202000', 'Order', 'ASC%7CASC%7CASC%7CASC', ...) called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1300 eval {...} called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'SavedChartSearchId', 'new', 'Format', '%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 'Query', 'id%20%3C%202000', ...) called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 484 eval {...} called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 484 eval {...} called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 436 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x69b4e08)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm line 85 eval {...} called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm line 85 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x69b4e08)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Interp.pm line 345 HTML::Mason::Interp::exec(undef, undef, 'SavedChartSearchId', 'new', 'Format', '%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 'Query', 'id%20%3C%202000', 'Order', ...) called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm line 48 eval {...} called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm line 48 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x663ceb0)', 'HTML::Mason::FakeApache=HASH(0x69ad848)', 'HASH(0x69adb48)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x6a770c8)') called at /*****//rt-4.0.11/sbin/../lib/RT/Interface/Web/Handler.pm line 303 RT::Interface::Web::Handler::__ANON__('CODE(0x6a770c8)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Plack/Util.pm line 301 Plack::Util::__ANON__('CODE(0x6a77200)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Plack/Handler/FCGI.pm line 136 Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0x6654470)', 'CODE(0x6306f08)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Plack/Loader.pm line 84 Plack::Loader::run('Plack::Loader=HASH(0x6654668)', 'Plack::Handler::FCGI=HASH(0x6654470)') called at /*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Plack/Runner.pm line 277 Plack::Runner::run('Plack::Runner=HASH(0x6307b38)', 'CODE(0x6306f08)') called at /*****//rt-4.0.11/sbin/rt-server.fcgi line 233 eval {...} called at /*****//rt-4.0.11/sbin/rt-server.fcgi line 233 Stack: [/*****/perl/perl-5.16.3/lib/5.16.3/Carp.pm:101] [/*****/perl/perl-5.16.3/lib/site_perl/5.16.3/x86_64-linux/Params/Validate/XS.pm:11] [/*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch/Output.pm:39] [/*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm:214] [/*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm:167] [/*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm:145] [/*****/perl/perl-5.16.3/lib/site_perl/5.16.3/Log/Dispatch.pm:42] [/*****//rt-4.0.11/sbin/../lib/RT/Tickets_SQL.pm:295] [/*****//rt-4.0.11/share/html/Search/Results.html:109] [/*****//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm:635] [/*****//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm:336] [/*****//rt-4.0.11/share/html/autohandler:53] (/*****//rt-4.0.11/sbin/../lib/RT/Interface/Web/Handler.pm:208) On 4/16/2013 9:52 AM, Peter Boguszewski wrote: > Hi all, > We would like to proxypass traffic for RT for various reasons. > This works perfectly for most applications and for about 95% of RT. > The issue is in the Query Builder. The Results.html contains spaces > in the URL. This causes problems for Apache's proxypass / > proxypassreverse. It replaces white spaces with %2x and RT blows up > with this error: "An internal RT error has occurred. Your > administrator can find more details in RT's log files." Does anyone > know how to fix this issue? > > Thanks, > > Pete > -- Peter Boguszewski Technical Manager of Library Systems UW Madison - Library Technology Group pboguszewski at library.wisc.edu 608.262.4768 From kjohnson at eclypse.org Thu Apr 18 13:19:14 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Thu, 18 Apr 2013 12:19:14 -0500 Subject: [rt-users] 'Everyone' group is missing from upgraded RT installation In-Reply-To: References: Message-ID: <3BB415EB0CC54EC39ED959D61103F4E2@KJDESKTOP> Ruslan, Thanks for this very helpful pointer. As you probably suspected, there was in fact an Everyone group. I had failed to understand that I needed to approach my issue by giving Everyone create privileges on a queue, rather than by trying to edit the properties of the Everyone group. Thanks, Ken ........................ From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, April 18, 2013 3:13 AM Cc: RT users Subject: Re: [rt-users] 'Everyone' group is missing from upgraded RT installation On Thu, Apr 18, 2013 at 2:05 AM, Ken Johnson wrote: I recently upgraded an RT installation from 3.4.5 to 4.0.7, in parallel to the original installation, and am still testing RT 4.0. In general things look good now, but I ran in to a difficulty when trying to allow rt-mailgate to create new tickets. As I understand it, I need to allow ticket creation for the Everyone group if 'outside' email users are to create new tickets. Unfortunately, I don't have an Everyone group. OK, I can add one. I tried looking here: https://github.com/bestpractical/rt/blob/stable/etc/initialdata For information on the characteristics that this group should have, but struck out. Where should I look to find out how to set this group up properly? Are you saying that RT 3.4.5 had no Everyone group in the DB? What do you get when you run the following query: SELECT * FROM Groups WHERE Domain = 'SystemInternal'; Ken -- Best regards, Ruslan. From trs at bestpractical.com Thu Apr 18 13:49:14 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 18 Apr 2013 10:49:14 -0700 Subject: [rt-users] Issues with RT4.x and apache proxypass and white space in search results. In-Reply-To: <5170254D.9000901@library.wisc.edu> References: <516D65AD.4050608@library.wisc.edu> <5170254D.9000901@library.wisc.edu> Message-ID: <5170321A.1050205@bestpractical.com> On 04/18/2013 09:54 AM, Peter Boguszewski wrote: > I can replicate this problem with RT 4.0.11 in many ways. I have tried > apache 2.2.x and 2.4.x with ProxyPass and ReWrite rules with the > NoEscape option [NE]. This does not fix the problem. Here is the exact > way to replicate the issue. > > With ProxyPass enabled go to Query Builder and add any search term, > select "Add these terms and Search". This will blow up with a URL that > contains escape characters like this: That doesn't happen in an Apache config using ProxyPass for me. Please show your full Apache config and tell us about the backend server you're proxying to. From kirby at umbc.edu Thu Apr 18 16:59:45 2013 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 18 Apr 2013 16:59:45 -0400 Subject: [rt-users] Script help Message-ID: I have a situation where a php web form is sending an email to RT with some custom field values. The requestor of the ticket will be the email provided in the web form. I would alike to take the value set for a custom field and set the owner of the ticket to this value. I have tried a few scenarios from the scripts available via contributions on the wiki. I am not having any luck. We use the extractCF extension to get the field but I just do not understand how to equate this value of the CF to the owner. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Apr 19 03:35:02 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 19 Apr 2013 11:35:02 +0400 Subject: [rt-users] Script help In-Reply-To: References: Message-ID: Extract Custom Fields Value extension allows you to use code. In this code you can use whatever you like, you can do $ticket->SetOwner($value). If it's too hard to figure out. Take a look at Command By Email extension. On Fri, Apr 19, 2013 at 12:59 AM, Joe Kirby wrote: > I have a situation where a php web form is sending an email to RT with > some custom field values. > > The requestor of the ticket will be the email provided in the web form. > > I would alike to take the value set for a custom field and set the owner > of the ticket to this value. > > I have tried a few scenarios from the scripts available via contributions > on the wiki. > > I am not having any luck. > > We use the extractCF extension to get the field but I just do not > understand how to equate this value of the CF to the owner. > > Thanks > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From WJEdsall at dow.com Fri Apr 19 10:13:16 2013 From: WJEdsall at dow.com (Edsall, William (WJ)) Date: Fri, 19 Apr 2013 14:13:16 +0000 Subject: [rt-users] CommandByMail not accepting commands on first email Message-ID: Hello, My apologies for submitting this again - I just saw Kevin's reply online but I have no record of this in my mailbox. Commands by mail was not working for us on the first email submission, but it seemed to be working fine on replies. Kevin - I was debugging and found that this may not be working because our initial emails are coming through in HTML format. When I switch to plain text, commands during the first email submission work fine. Is there a way to allow commands by mail via html format? _______________________________________ William J. Edsall -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at pgs-info.de Fri Apr 19 11:20:51 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 19 Apr 2013 17:20:51 +0200 Subject: [rt-users] Customizing via local dir does not work Message-ID: <517160D3.4030101@pgs-info.de> Hello, I'm running a RT4 (Debian package) on Debian squeeze, everything fine so far. At the moment, I'm doing customizings. I'm playing around with the "redirect when abort"-issue mentioned in <5168069A.2080002 at pgs-info.de>. So I'm trying with modifying Display.html. To do so, I copied the original file /usr/share/request-tracker4/html/Ticket/Display.html to /usr/local/share/request-tracker4/html/Ticket/Display.html After cleaning the mason cache and restarting Apache, the changes do not work. If I'm putting my modifictaion in the original file, it works - but I don't want to poke around in an original file. Anyone any clue what the problem could be? Thanks in advance and kind regards, Patrick From lists at pgs-info.de Fri Apr 19 11:50:24 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 19 Apr 2013 17:50:24 +0200 Subject: [rt-users] Odd number of elements... In-Reply-To: <20130412142801.GU1503@jibsheet.com> References: <51680173.4050207@pgs-info.de> <20130412142801.GU1503@jibsheet.com> Message-ID: <517167C0.70705@pgs-info.de> Am 12.04.2013 16:28, schrieb Kevin Falcone: > [...] >> ######## CUSTOM STATUS ################################################# >> [...] > > > You deleted this part, which I assume is a custom Lifecycles config and > is the #1 place where people accidentally mess up and have a bad data > format. > Hello, I just cheked my custom Lifecycles but could not find any error. "returned" is my added status. Here the original config: Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'stalled' ], inactive => [ 'resolved', 'rejected', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', reminder_on_open => 'open', reminder_on_resolve => 'resolved', }, transitions => { '' => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled resolved rejected deleted)], open => [qw(new stalled resolved rejected deleted)], stalled => [qw(new open rejected resolved deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled resolved deleted)], deleted => [qw(new open stalled rejected resolved)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', # loc update => 'Respond', }, 'new -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'new -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'new -> deleted' => { label => 'Delete', # loc }, 'open -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'open -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'open -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'stalled -> open' => { label => 'Open It', # loc }, 'resolved -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'rejected -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', # loc }, ], }, and here is mine: Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'stalled', 'returned' ], inactive => [ 'resolved', 'rejected', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', reminder_on_open => 'open', reminder_on_resolve => 'resolved', }, transitions => { '' => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled returned resolved rejected deleted)], open => [qw(new stalled returned resolved rejected deleted)], stalled => [qw(new open rejected returned resolved deleted)], returned => [qw(new open stalled rejected deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled returned resolved deleted)], deleted => [qw(new open stalled rejected resolved)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', # loc update => 'Respond', }, 'new -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'new -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'new -> deleted' => { label => 'Delete', # loc }, 'new -> returned' => { label => 'Return', # loc }, 'open -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'open -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'open -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'open -> returned' => { label => 'Return', # loc }, 'stalled -> open' => { label => 'Open It', # loc }, 'resolved -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'rejected -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', # loc }, ], }, That's all. Regards, Patrick From lists at pgs-info.de Fri Apr 19 12:02:55 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 19 Apr 2013 18:02:55 +0200 Subject: [rt-users] [SOLVED] Customizing via local dir does not work In-Reply-To: <517160D3.4030101@pgs-info.de> References: <517160D3.4030101@pgs-info.de> Message-ID: <51716AAF.4070100@pgs-info.de> Hello again, dumb mistake: the rights were not set correct (why?). After setting the rights in my local dir accordingly to the original dir, it worked. Regards, Patrick Am 19.04.2013 17:20, schrieb Patrick G. Stoesser: > Hello, > > I'm running a RT4 (Debian package) on Debian squeeze, everything fine so > far. At the moment, I'm doing customizings. > > I'm playing around with the "redirect when abort"-issue mentioned in > <5168069A.2080002 at pgs-info.de>. So I'm trying with modifying > Display.html. To do so, I copied the original file > > /usr/share/request-tracker4/html/Ticket/Display.html > > to > > /usr/local/share/request-tracker4/html/Ticket/Display.html > > After cleaning the mason cache and restarting Apache, the changes do not > work. If I'm putting my modifictaion in the original file, it works - > but I don't want to poke around in an original file. > > Anyone any clue what the problem could be? > > Thanks in advance and kind regards, Patrick From lists at pgs-info.de Fri Apr 19 12:41:17 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 19 Apr 2013 18:41:17 +0200 Subject: [rt-users] [SOLVED] Redirect when no access / no rights? In-Reply-To: <5168069A.2080002@pgs-info.de> References: <5168069A.2080002@pgs-info.de> Message-ID: <517173AD.2050307@pgs-info.de> Hello, this modification works for me: In RTLOCAL/html/Ticket/Display.html, around line 180, change # XXX: we shouldn't block actions here if user has no right to see the # ticket, # but we should allow him to see actions he has done unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { Abort("No permission to view ticket"); } to # XXX: we shouldn't block actions here if user has no right to see the # ticket, # but we should allow him to see actions he has done unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { ##### begin mod redirect when no permission ############################ # Abort("No permission to view ticket"); RT::Interface::Web::Redirect(RT->Config->Get('WebURL').'index.html'); ###### end mod redirect when no permission ############################# } From now on, when a user has no right to see a ticket, he will be immediately redirected to index.html (RT at a glance). Possible drawback of my solution: The user does not get an explicit error message ("No permission to view ticket") anymore. A possible solution could be to give out the error status and redirect after one or two seconds to index.html. Kind regards,Patrick Am 12.04.2013 15:05, schrieb Patrick G. Stoesser: > Hello, > > as described in <514C70F2.1040200 at pgs-info.de>, I run two queues, > Level1 and Level2. My Level2 users now have a custom status > "returned". When chosing this status for a ticket, the ticket will > change the queue to Level1, will be set to unowned and escalations > will be reset to the beginning. This whole thing works fine. > > The only thing: As soon as the tickets' level is set to "returned" > and so the queue has changed, the user gets an error site: "No > permission to view ticket" > > Which is correct, because the ticket has left his queue. > > Is it possible to redirect the user to his RT at a glance site in > this case? Yes, it's jaust a click, but a displayed error may be > disturbing for the user, especially when he did nothing wrong. > > Thanks in advence, Patrick From ruz at bestpractical.com Fri Apr 19 12:56:56 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 19 Apr 2013 20:56:56 +0400 Subject: [rt-users] [SOLVED] Redirect when no access / no rights? In-Reply-To: <517173AD.2050307@pgs-info.de> References: <5168069A.2080002@pgs-info.de> <517173AD.2050307@pgs-info.de> Message-ID: On Fri, Apr 19, 2013 at 8:41 PM, Patrick G. Stoesser wrote: > Hello, > > this modification works for me: In > > RTLOCAL/html/Ticket/Display.**html, around line 180, > > change > > # XXX: we shouldn't block actions here if user has no right to see the > # ticket, > # but we should allow him to see actions he has done > unless ($TicketObj->**CurrentUserHasRight('**ShowTicket')) { > Abort("No permission to view ticket"); > } > > to > > # XXX: we shouldn't block actions here if user has no right to see the > # ticket, > # but we should allow him to see actions he has done > unless ($TicketObj->**CurrentUserHasRight('**ShowTicket')) { > ##### begin mod redirect when no permission ############################ > # Abort("No permission to view ticket"); > RT::Interface::Web::Redirect(**RT->Config->Get('WebURL').'**index.html'); > ###### end mod redirect when no permission ############################# > } > > > From now on, when a user has no right to see a ticket, he will be > immediately redirected to index.html (RT at a glance). > > Possible drawback of my solution: The user does not get an explicit error > message ("No permission to view ticket") anymore. > I pointed you at MaybeRedirectForResults for a reason, it stashes messages and those will be displayed on "RT at glance page". > A possible solution could be to give out the error status and redirect > after one or two seconds to index.html. > > Kind regards,Patrick > > > > Am 12.04.2013 15:05, schrieb Patrick G. Stoesser: > > Hello, >> >> as described in <514C70F2.1040200 at pgs-info.de>**, I run two queues, >> Level1 and Level2. My Level2 users now have a custom status >> "returned". When chosing this status for a ticket, the ticket will >> change the queue to Level1, will be set to unowned and escalations >> will be reset to the beginning. This whole thing works fine. >> >> The only thing: As soon as the tickets' level is set to "returned" >> and so the queue has changed, the user gets an error site: "No >> permission to view ticket" >> >> Which is correct, because the ticket has left his queue. >> >> Is it possible to redirect the user to his RT at a glance site in >> this case? Yes, it's jaust a click, but a displayed error may be >> disturbing for the user, especially when he did nothing wrong. >> >> Thanks in advence, Patrick >> > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Fri Apr 19 17:41:20 2013 From: landonstewart at gmail.com (Landon) Date: Fri, 19 Apr 2013 14:41:20 -0700 Subject: [rt-users] Using the 'rt' commandline tool from a different machine gives me a 405 error Message-ID: I took the command line tool from bin/rt of the rt-3.8.15 download from bestpractical's website which is the same version used on the server. The full URL of the rt installation does not include a path in the URL since it's installed in the root (/) of that site. It is however using https and not http. I've tried adding a trailing / to the server specified and without in the .rtrc file. Using that commandline tool and with my credentials and server configured in .rtrc I get an error message after approximately 1 minute: $ time rt ls -o -Created -t ticket "Queue = 'General' AND Status != 'resolved' AND Created < '1 hours ago'" -f id,subject,status,created,lastupdated,owner rt: Server error: Not Allowed (405) real 1m0.718s user 0m0.175s sys 0m0.028s When using the Web UI I'm granted rights and have no issues. Per the information at http://requesttracker.wikia.com/wiki/CLI I've tried setting the RTDEBUG env variable to a value of "1" hoping to get more detail than the output above. Can anyone tell me what I might try next to figure out why it's not working as expected? Thanks for reading! -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Fri Apr 19 18:02:59 2013 From: landonstewart at gmail.com (Landon) Date: Fri, 19 Apr 2013 15:02:59 -0700 Subject: [rt-users] Using the 'rt' commandline tool from a different machine gives me a 405 error In-Reply-To: References: Message-ID: Oh and I should mention that other commands do work (like show): $ rt show ticket/62XX41 Date: Fri 19 Apr 2013 05:29:26 From: X-Queue: General Subject: Something as simple as this does not though: $ rt ls -q General "Created < '1 hour ago'" Query:Created < '1 hour ago' and (Queue='General') rt: Server error: Not Allowed (405) Sorry for the double post. Landon Stewart On 19 April 2013 14:41, Landon wrote: > I took the command line tool from bin/rt of the rt-3.8.15 download from > bestpractical's website which is the same version used on the server. The > full URL of the rt installation does not include a path in the URL since > it's installed in the root (/) of that site. It is however using https and > not http. I've tried adding a trailing / to the server specified and > without in the .rtrc file. > > Using that commandline tool and with my credentials and server configured > in .rtrc I get an error message after approximately 1 minute: > > $ time rt ls -o -Created -t ticket "Queue = 'General' AND Status != > 'resolved' AND Created < '1 hours ago'" -f > id,subject,status,created,lastupdated,owner > rt: Server error: Not Allowed (405) > > real 1m0.718s > user 0m0.175s > sys 0m0.028s > > When using the Web UI I'm granted rights and have no issues. Per the > information at http://requesttracker.wikia.com/wiki/CLI I've tried > setting the RTDEBUG env variable to a value of "1" hoping to get more > detail than the output above. Can anyone tell me what I might try next to > figure out why it's not working as expected? > > Thanks for reading! > > -- > Landon Stewart > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Apr 19 18:23:58 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 19 Apr 2013 15:23:58 -0700 Subject: [rt-users] Using the 'rt' commandline tool from a different machine gives me a 405 error In-Reply-To: References: Message-ID: <5171C3FE.3030806@bestpractical.com> On 04/19/2013 03:02 PM, Landon wrote: > Oh and I should mention that other commands do work (like show): > > $ rt show ticket/62XX41 > Date: Fri 19 Apr 2013 05:29:26 > From: > X-Queue: General > Subject: > > Something as simple as this does not though: > $ rt ls -q General "Created < '1 hour ago'" > Query:Created < '1 hour ago' and (Queue='General') > rt: Server error: Not Allowed (405) Have you checked your server logs? I don't believe RT ever sends any 405 responses, so I'm betting on something in Apache/your web server intervening. From kirby at umbc.edu Sun Apr 21 13:30:45 2013 From: kirby at umbc.edu (Joe Kirby) Date: Sun, 21 Apr 2013 13:30:45 -0400 Subject: [rt-users] Issue with creating linked tickets automatically Message-ID: <1542B2D9-AC07-4917-A372-5684D917B404@umbc.edu> I have a extension installed to allow a template to create linked tickets in certain situations. Everything seems to work great except the query tool does not recognize the tickets in the queue. If I go into the parent and see the children and vice versa. If I use the ticket number all is good It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket. I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template. If I am missing a line or a command that is causing the queue to not be visible please advise. ===Create-Ticket: Financial Aid and Scholarships - Referral Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject} Referred-To-By: {$Tickets{'TOP'}->Id} Queue: Financial Aid and Scholarships - Referral InitialPriority: 99 FinalPriority: 99 Requestor: {$Tickets{'TOP'}->RequestorAddresses} Type: approval Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information ENDOFCONTENT Thanks Joe Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From jbrandt at bestpractical.com Mon Apr 22 07:53:38 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 22 Apr 2013 07:53:38 -0400 Subject: [rt-users] Issue with creating linked tickets automatically In-Reply-To: <1542B2D9-AC07-4917-A372-5684D917B404@umbc.edu> References: <1542B2D9-AC07-4917-A372-5684D917B404@umbc.edu> Message-ID: <517524C2.4000007@bestpractical.com> You have Type: approval as one of your lines. Do you intend to create approval tickets? (Approval tickets are used in the RT approvals process: http://bestpractical.com/rt/docs/latest/customizing/approvals.html) If you just want regular tickets, try removing that line. On 4/21/13 1:30 PM, Joe Kirby wrote: > I have a extension installed to allow a template to create linked tickets in certain situations. > > Everything seems to work great except the query tool does not recognize the tickets in the queue. > > If I go into the parent and see the children and vice versa. If I use the ticket number all is good > > It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket. > > I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template. > > If I am missing a line or a command that is causing the queue to not be visible please advise. > > ===Create-Ticket: Financial Aid and Scholarships - Referral > Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject} > Referred-To-By: {$Tickets{'TOP'}->Id} > Queue: Financial Aid and Scholarships - Referral > InitialPriority: 99 > FinalPriority: 99 > Requestor: {$Tickets{'TOP'}->RequestorAddresses} > Type: approval > Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information > ENDOFCONTENT > > Thanks > > Joe > > Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion > > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > -- From bones at rmtc.fedex.com Mon Apr 22 13:13:48 2013 From: bones at rmtc.fedex.com (Don Beethe) Date: Mon, 22 Apr 2013 11:13:48 -0600 Subject: [rt-users] make initialize database fails Message-ID: <002a01ce3f7c$d0225a90$70670fb0$@rmtc.fedex.com> I'm trying to build an RT system with a database server.. Here's is what I get when I run make initialize database: Working with: Type: mysql Host: rttest3 Name: rt4 User: rt_user DBA: root Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. Granting access to rt_user@'localhost' on rt4. DBD::mysql::st execute failed: Access denied for user 'root'@'rttest2.rmtc.fedex.com' to database 'rt4' at /root/rt-4.0.11/sbin/../lib/RT/Handle.pm line 439. DBD::mysql::st execute failed: Access denied for user 'root'@'rttest2.rmtc.fedex.com' to database 'rt4' at /root/rt-4.0.11/sbin/../lib/RT/Handle.pm line 439. make: *** [initialize-database] Error 255 I am able to connect to the mysql server on rttest3 on rttest2 as user root. I also ran Grant all on *.* to 'root'@'rttest2.rmtc.fedex.com' What am I missing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark_komarinski at hms.harvard.edu Mon Apr 22 14:44:40 2013 From: mark_komarinski at hms.harvard.edu (Komarinski, Mark F.) Date: Mon, 22 Apr 2013 14:44:40 -0400 Subject: [rt-users] Finding out if a user has been merged Message-ID: Our Active Directory environment contains a list of email aliases for a user that I can query against, so I'd like to come up with a way of going through that database and merge users in RT to the primary account name. I've already installed RT-Extension-MergeUsers and can do it by hand, but doing this in an automated fashion would be better given the thousands of users we have and skip over accounts that have already been merged. Here's the snippet I have and comments I threw in along the way. My problem appears to be that $merged_users has information about the system user rather than about $account. What am I missing? my $UnPrivilegedUsers = RT::Users->new ( $RT::SystemUser ); # We only want to search through unprivileged users. $UnPrivilegedUsers->LimitToUnprivileged; # Start going through the list of users while ( my $UnPrivilegedUser = $UnPrivilegedUsers->Next ) { # Pull out their e-mail address my $email_address = $UnPrivilegedUser->EmailAddress; my $name = $UnPrivilegedUser->Name; # AD does case-sensitive matching, and they all appear to be lowercase my $account = checkLDAP(lc($email_address)); # Account could be found in AD if ( $account ) { # Get information about this user my $merge_user = RT::User->new ( $RT::SystemUser ); $merge_user->Load ( $account ); # Find out what is merged into this account my $merged_users = $merge_user->GetMergedUsers; if (grep { $_ == $email_address } @{$merged_users->Content} ) { print "Accounts already merged: $email_address in $account\n"; } } } From miles at digitalphotobox.net Mon Apr 22 15:51:42 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Mon, 22 Apr 2013 12:51:42 -0700 Subject: [rt-users] Custom condition for script In-Reply-To: References: Message-ID: anyone able to help on this one? On Tue, Apr 16, 2013 at 10:46 AM, Miles Scruggs wrote: > I have a couple users that can't be trained to CC each other, and they > need to be CC'd on everything they create, but they also aren't the only > ones creating to the queue so I can't just set them as a watcher for the > queue. > > Basically I would like to check on create to see if they are one or the > other user, and if they are then I would like to add their counterpart as a > CC to the ticket. Basically some code that looks like this: > > if(user=bob | bill) { > AddUserAsCCToTicket(bob&bill) > } > > The bad news here is that I'm incredibly dumb when it comes to perl, and > have no grasp at all of the syntax much less the methods to use. > > I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not > sure if that can be put entirely in the condition or if I need to put it in > both the condition and the action... > > Cheers > > Miles Scruggs > miles at digitalphotobox.net > > > > -- Cheers, Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From cnwangyong at gmail.com Mon Apr 22 23:54:27 2013 From: cnwangyong at gmail.com (Wang) Date: Tue, 23 Apr 2013 11:54:27 +0800 Subject: [rt-users] automatically transition between status Message-ID: Hi all, I am a beginner of rt and I am facing a requirement about the transition between status automatically. say, if the ticket's status come to status A, an action should be triggered automatically and the status will be transfered to status B. how to do this in rt? Thank you for any comment on this :) Alan -------------- next part -------------- An HTML attachment was scrubbed... URL: From pitambar.jha at spikecloud.com Tue Apr 23 01:50:30 2013 From: pitambar.jha at spikecloud.com (Pitambar Jha) Date: Tue, 23 Apr 2013 11:20:30 +0530 Subject: [rt-users] apache mutiple vhost with rt as one of the vhosts Message-ID: Hi i am new to rt and have set it up successfully and its is running fine. but now i want to host another domain so i created a vhost but RT is not accepting the vhost config and is conflicting with the other domain. Is there some special steps that need to be done to run it along with other vhosts ?? P.S i am a newbie at this kindly pardon me if the question is a bit lame :-) . thanks in advance Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Tue Apr 23 06:40:48 2013 From: g.mason at fairfx.com (saxmad) Date: Tue, 23 Apr 2013 03:40:48 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <20130418163538.GH54373@jibsheet.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> Message-ID: <1366713648108-53575.post@n7.nabble.com> I cleaned out the first database, initialised the new database, and imported the data dump again. I managed to get to upgrading to release 3.8.3 when it fell over again with the following message :- Proceed [y/N]:y Processing 3.7.1 Now inserting data. Processing 3.7.3 Now populating database schema. Processing 3.7.10 Now inserting data. Processing 3.7.15 Now inserting data. Processing 3.7.19 Now inserting data. Processing 3.7.81 Processing 3.7.82 Now inserting data. Processing 3.7.85 Now inserting data. Processing 3.7.86 Now inserting data. Processing 3.7.87 Now inserting data. Processing 3.8.0 Now inserting data. Processing 3.8.1 Now inserting data. Processing 3.8.2 Now inserting data. [Tue Apr 23 09:58:37 2013] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (/usr/share/request-tracker4/etc/upgrade/3.8.2/content:3) [Tue Apr 23 09:58:37 2013] [error]: That principal already has that right (/usr/share/request-tracker4/lib/RT/Handle.pm:969) [Tue Apr 23 09:58:37 2013] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-NoKY' file. (/usr/share/request-tracker4/etc/upgrade/3.8.2/content:165) Processing 3.8.3 Now populating database schema. [Tue Apr 23 09:58:37 2013] [crit]: DBD::Pg::st execute failed: ERROR: relation "groupmembers1" already exists at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::Pg::st execute failed: ERROR: relation "groupmembers1" already exists at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. I'm pretty sure that I got this message at the same point last time, but I have stopped, as requested by Kevin, and posted the error. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53575.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Tue Apr 23 08:36:42 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 23 Apr 2013 16:36:42 +0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1366713648108-53575.post@n7.nabble.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> Message-ID: On Tue, Apr 23, 2013 at 2:40 PM, saxmad wrote: > [Tue Apr 23 09:58:37 2013] [crit]: DBD::Pg::st execute failed: ERROR: > relation "groupmembers1" already exists at > /usr/share/request-tracker4/lib/RT/Handle.pm line 515. > (/usr/share/request-tracker4/lib/RT.pm:351) > DBD::Pg::st execute failed: ERROR: relation "groupmembers1" already exists > at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. > This scrip tries to create an index, but name is in use. We use tablename+number for indexes. I suspect you created an index yourself. Easy route is to drop it: drop index groupmembers1; And start upgrade command and enter 3.8.2 as version you're upgrading from. This case is very simple as schema file for 3.8.3 has only index and nothing else. In other cases it may be more complicated, so keep posting. Other warnings are harmless. > I'm pretty sure that I got this message at the same point last time, but I > have stopped, as requested by Kevin, and posted the error. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Apr 23 08:38:59 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 23 Apr 2013 16:38:59 +0400 Subject: [rt-users] apache mutiple vhost with rt as one of the vhosts In-Reply-To: References: Message-ID: It would be good to see apache's config. On Tue, Apr 23, 2013 at 9:50 AM, Pitambar Jha wrote: > Hi i am new to rt and have set it up successfully and its is running fine. > but now i want to host another domain so i created a vhost but RT is not > accepting the vhost config and is conflicting with the other domain. Is > there some special steps that need to be done to run it along with other > vhosts ?? > > P.S i am a newbie at this kindly pardon me if the question is a bit lame > :-) . thanks in advance > > Regards > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Apr 23 08:40:50 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 23 Apr 2013 16:40:50 +0400 Subject: [rt-users] automatically transition between status In-Reply-To: References: Message-ID: Take a look at autoopen scrip and its action. It does exactly that. On Tue, Apr 23, 2013 at 7:54 AM, Wang wrote: > Hi all, > > I am a beginner of rt and I am facing a requirement about the transition > between status automatically. say, if the ticket's status come to status A, > an action should be triggered automatically and the status will be > transfered to status B. how to do this in rt? > > Thank you for any comment on this :) > > > Alan > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Tue Apr 23 09:04:04 2013 From: g.mason at fairfx.com (saxmad) Date: Tue, 23 Apr 2013 06:04:04 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1366721529051-53579.post@n7.nabble.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> Message-ID: <1366722244534-53580.post@n7.nabble.com> I'll answer my own question - I was doing something wrong. Helps if you connect to the database first . Sorry for the noise. Will carry on with the upgrade process now. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53580.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From g.mason at fairfx.com Tue Apr 23 09:11:33 2013 From: g.mason at fairfx.com (saxmad) Date: Tue, 23 Apr 2013 06:11:33 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1366722244534-53580.post@n7.nabble.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> Message-ID: <1366722693486-53581.post@n7.nabble.com> Carrying on the upgrade, I have got to version 3.9.3, but with some scary messages about 3.9.2. Processing 3.9.2 Now inserting data. [Tue Apr 23 13:06:53 2013] [warning]: DBD::Pg::st execute failed: ERROR: column main.delegatedby does not exist LINE 1: SELECT main.* FROM ACL main WHERE (main.DelegatedBy > '0') ... ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Tue Apr 23 13:06:53 2013] [warning]: RT::Handle=HASH(0x6d06e28) couldn't execute the query 'SELECT main.* FROM ACL main WHERE (main.DelegatedBy > '0') AND (main.DelegatedFrom > '0') ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x6d06e28)', 'SELECT main.* FROM ACL main WHERE (main.DelegatedBy > \'0\')...') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 235 DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0x4bc3170)') called at /usr/share/request-tracker4/lib/RT/SearchBuilder.pm line 343 RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0x4bc3170)') called at /usr/share/request-tracker4/lib/RT/ACL.pm line 263 RT::ACL::_DoSearch('RT::ACL=HASH(0x4bc3170)') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 503 DBIx::SearchBuilder::Next('RT::ACL=HASH(0x4bc3170)') called at /usr/share/request-tracker4/lib/RT/ACL.pm line 228 RT::ACL::Next('RT::ACL=HASH(0x4bc3170)') called at /usr/share/request-tracker4/etc/upgrade/3.9.2/content line 19 RT::Handle::__ANON__() called at /usr/share/request-tracker4/lib/RT/Handle.pm line 769 eval {...} called at /usr/share/request-tracker4/lib/RT/Handle.pm line 769 RT::Handle::InsertData('RT::Handle=HASH(0x6d06e28)', '/usr/share/request-tracker4/etc/upgrade/3.9.2/content', undef) called at /usr/sbin/rt-setup-database-4 line 291 main::action_insert('datafile', undef, 'action', 'upgrade', 'datadir', '/usr/share/request-tracker4/etc/upgrade/3.9.2', 'backcompat', 'ARRAY(0x2165e08)', 'dba', ...) called at /usr/sbin/rt-setup-database-4 line 397 main::action_upgrade('action', 'upgrade', 'dba', 'postgres') called at /usr/sbin/rt-setup-database-4 line 196 (/usr/share/perl/5.10/Carp.pm:47) [Tue Apr 23 13:06:53 2013] [crit]: _DoSearch is not so successful as it still needs redo search, won't call _BuildHash (/usr/share/request-tracker4/lib/RT/ACL.pm:266) Processing 3.9.3 Now populating database schema. [Tue Apr 23 13:06:53 2013] [crit]: DBD::Pg::st execute failed: ERROR: column "delegatedby" of relation "acl" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::Pg::st execute failed: ERROR: column "delegatedby" of relation "acl" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. Firstly, seeing as it tried to do the 3.9.3 upgrade, can I assume that the 3.9.2 upgrade did in fact go through, despite the messages ? Secondly, what course of action is needed to fix the 3.9.3 upgrade message ? It seems to be related to the messages in the 3.9.2 upgrade, so maybe that didn't got through cleanly. Thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53581.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From g.mason at fairfx.com Tue Apr 23 08:52:09 2013 From: g.mason at fairfx.com (saxmad) Date: Tue, 23 Apr 2013 05:52:09 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> Message-ID: <1366721529051-53579.post@n7.nabble.com> Thanks for the quick response. I tried what you suggested, but got the following error in psql :- postgres=# drop index groupmembers1; ERROR: index "groupmembers1" does not exist All I can see in the database that relates to this name is as follows :- public | groupmembers | table | rtuser=arwdDxt/rtuser | public | groupmembers_id_seq | sequence | rtuser=rwU/rtuser | As far as I can ascertain, there were no manual changes to the database that would have meant the creation of an extra index such as this. Am I doing something wrong ? I thought I typed the command you suggested correctly - I tried several times to confirm this. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53579.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Tue Apr 23 10:54:38 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Apr 2013 10:54:38 -0400 Subject: [rt-users] make initialize database fails In-Reply-To: <002a01ce3f7c$d0225a90$70670fb0$@rmtc.fedex.com> References: <002a01ce3f7c$d0225a90$70670fb0$@rmtc.fedex.com> Message-ID: <20130423145438.GA14158@jibsheet.com> On Mon, Apr 22, 2013 at 11:13:48AM -0600, Don Beethe wrote: > Now inserting database ACLs. > > Granting access to rt_user@'localhost' on rt4. > > DBD::mysql::st execute failed: Access denied for user 'root'@'rttest2.rmtc.fedex.com' to > database 'rt4' at /root/rt-4.0.11/sbin/../lib/RT/Handle.pm line 439. > > DBD::mysql::st execute failed: Access denied for user 'root'@'rttest2.rmtc.fedex.com' to > database 'rt4' at /root/rt-4.0.11/sbin/../lib/RT/Handle.pm line 439. > > make: *** [initialize-database] Error 255 > > I am able to connect to the mysql server on rttest3 on rttest2 as user root. > > I also ran Grant all on *.* to `root'@'rttest2.rmtc.fedex.com' Does the rt4 database exist with a schema? It appears that part of the process succeeded, which means that it is unlikely to be a simple user/pass mismatch. I suspect the error message is just misleading. rt_user@'localhost' tells me you probably need to set DatabaseRTHost so that permissions are granted properly. You can also always look in the mysql error logs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 23 11:02:07 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Apr 2013 11:02:07 -0400 Subject: [rt-users] Finding out if a user has been merged In-Reply-To: References: Message-ID: <20130423150207.GB14158@jibsheet.com> On Mon, Apr 22, 2013 at 02:44:40PM -0400, Komarinski, Mark F. wrote: > Our Active Directory environment contains a list of email aliases for > a user that I can query against, so I'd like to come up with a way of > going through that database and merge users in RT to the primary > account name. I've already installed RT-Extension-MergeUsers and can > do it by hand, but doing this in an automated fashion would be better > given the thousands of users we have and skip over accounts that have > already been merged. I'm not sure if you actually want to be checking GetMergedUsers or looking at the EffectiveId attribute instead, but I see at least 2 problems in the code: > my $merged_users = $merge_user->GetMergedUsers; > if (grep { $_ == $email_address } @{$merged_users->Content} ) { > print "Accounts already merged: $email_address in $account\n"; > } Content is a list of ids, not Email Addresses and you can't use the numeric compare (==) on a mixed number and string without really weird results. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Apr 23 11:14:11 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Apr 2013 11:14:11 -0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1366722693486-53581.post@n7.nabble.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> Message-ID: <20130423151411.GC14158@jibsheet.com> On Tue, Apr 23, 2013 at 06:11:33AM -0700, saxmad wrote: > [Tue Apr 23 13:06:53 2013] [warning]: DBD::Pg::st execute failed: ERROR: > column main.delegatedby does not exist > LINE 1: SELECT main.* FROM ACL main WHERE (main.DelegatedBy > '0') ... > ^ at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509, <> line 1. > (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) > > Firstly, seeing as it tried to do the 3.9.3 upgrade, can I assume that the > 3.9.2 upgrade did in fact go through, despite the messages ? > > Secondly, what course of action is needed to fix the 3.9.3 upgrade message ? > It seems to be related to the messages in the 3.9.2 upgrade, so maybe that > didn't got through cleanly. You have not completed 3.9.2. Show the schema of your ACL table now and show it on your 3.6.7 instance. Then restore cleanly to test run an upgrade again and show the ACL schema there. The DelegatedBy column is dropped during the 3.9.3 step, so getting an error in 3.9.2 about it missing implies something is wrong. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jim.h.berry at frb.gov Tue Apr 23 13:01:58 2013 From: jim.h.berry at frb.gov (Jim Berry) Date: Tue, 23 Apr 2013 17:01:58 +0000 Subject: [rt-users] Custom condition for script In-Reply-To: References: Message-ID: <20130423170200.3A7932C4350@ibastion.frb.gov> This should do what you want . It could be generalized to use groups or AdminCc. Create a scrip with Condition = On Create Action = User Defined Template = Blank Stage = TransactionCreate In the Custom action preparation code box, insert: ## Add other user as a Cc if ticket is created by either in the users list my @users = ('user0 at mydomain.com', 'user1 at mydomain.com'); my $creator = $self->TransactionObj->CreatorObj->EmailAddress; my $Ticket = $self->TicketObj; if ($creator eq $users[0]) { $Ticket->AddWatcher(Type => 'Cc', Email => $users[1]); } elsif ($creator eq $users[1]) { $Ticket->AddWatcher(Type => 'Cc', Email => $users[0]); } In the Custom action cleanup code box, insert: 1; -- Jim From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miles Scruggs Sent: Monday, April 22, 2013 3:52 PM To: RT users Subject: Re: [rt-users] Custom condition for script anyone able to help on this one? On Tue, Apr 16, 2013 at 10:46 AM, Miles Scruggs > wrote: I have a couple users that can't be trained to CC each other, and they need to be CC'd on everything they create, but they also aren't the only ones creating to the queue so I can't just set them as a watcher for the queue. Basically I would like to check on create to see if they are one or the other user, and if they are then I would like to add their counterpart as a CC to the ticket. Basically some code that looks like this: if(user=bob | bill) { AddUserAsCCToTicket(bob&bill) } The bad news here is that I'm incredibly dumb when it comes to perl, and have no grasp at all of the syntax much less the methods to use. I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not sure if that can be put entirely in the condition or if I need to put it in both the condition and the action... Cheers Miles Scruggs miles at digitalphotobox.net -- Cheers, Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From rabin at isoc.org.il Tue Apr 23 14:20:01 2013 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Tue, 23 Apr 2013 21:20:01 +0300 Subject: [rt-users] Fwd: Adding Index to several tables to improve shredder performance In-Reply-To: References: Message-ID: Hello list, In preparation for transferring our RT server to a new server I started to clean up RT using the shredder tool, For starters, I shred old tickets marked as deleted (mostly spam), # ./rt-shredder --plugin "Tickets=query,Status = 'Deleted' AND LastUpdated > < '30 days ago';limit,100" --sqldump /opt/shredder-restore-tickets-`date > +%s`.sql --force And the next step was deleting users who have no tickets # ./rt-shredder --plugin > "Users=no_tickets,1;status,any;replace_relations,Nobody;limit,25" --sqldump > /opt/shredder-restore-tickets-`date +%s`.sql --force Running the following commands from the command line would take me about two hours to finish. I'm no database expert, but i start searching around and enabled slow query login for MySQL and i found out that the script hang a lot on query on the Attachment table, the problem seemed to be a missing index for the creator column. mysql> ALTER TABLE `Attachments` ADD INDEX ( `Creator` ) After adding the above indexing for this column, the deletion time dropped to less than 5 minutes Given the success of the above method, I used it on other tables, and found few more places that I can add indexing to improve shredder timing. ALTER TABLE `Transactions` ADD INDEX ( `Creator` ) > ALTER TABLE `ObjectCustomFieldValues` ADD INDEX ( `ObjectType` ) > ALTER TABLE `ObjectCustomFieldValues` ADD INDEX ( `ObjectId` ) > ALTER TABLE `Groups` ADD INDEX ( `LastUpdatedBy` ) > ALTER TABLE `Principals` ADD INDEX ( `PrincipalType` ) > ALTER TABLE `CachedGroupMembers` ADD INDEX ( `Via` ) > ALTER TABLE `GroupMembers` ADD INDEX ( `LastUpdatedBy` ) > ALTER TABLE `Groups` ADD INDEX ( `Creator` ) > ALTER TABLE `Tickets` ADD INDEX ( `Creator` ) My question is, can i leave the above index ? can those changes disturb or harm future upgrades of RT ? Thanks in advance, -- ?? Rabin Yasharzadehe -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Tue Apr 23 17:42:18 2013 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 23 Apr 2013 17:42:18 -0400 Subject: [rt-users] Issue with creating linked tickets In-Reply-To: References: Message-ID: <909DF5A0-ED3A-4B32-A64F-4231C056AA1C@umbc.edu> Jim Thanks for the suggestion. I tried removing the line and now it does not create linked tickets at all. I went to the url you shared and all the examples have the Type: approval I hope someone has a suggestion as this is key to my project and it seems like it could work. Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu On Apr 22, 2013, at 12:00 PM, rt-users-request at lists.bestpractical.com wrote: > Send rt-users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of rt-users digest..." > > > Today's Topics: > > 1. Issue with creating linked tickets automatically (Joe Kirby) > 2. Re: Issue with creating linked tickets automatically (Jim Brandt) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 21 Apr 2013 13:30:45 -0400 > From: Joe Kirby > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Issue with creating linked tickets automatically > Message-ID: <1542B2D9-AC07-4917-A372-5684D917B404 at umbc.edu> > Content-Type: text/plain; charset=us-ascii > > I have a extension installed to allow a template to create linked tickets in certain situations. > > Everything seems to work great except the query tool does not recognize the tickets in the queue. > > If I go into the parent and see the children and vice versa. If I use the ticket number all is good > > It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket. > > I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template. > > If I am missing a line or a command that is causing the queue to not be visible please advise. > > ===Create-Ticket: Financial Aid and Scholarships - Referral > Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject} > Referred-To-By: {$Tickets{'TOP'}->Id} > Queue: Financial Aid and Scholarships - Referral > InitialPriority: 99 > FinalPriority: 99 > Requestor: {$Tickets{'TOP'}->RequestorAddresses} > Type: approval > Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information > ENDOFCONTENT > > Thanks > > Joe > > Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion > > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > > > ------------------------------ > > Message: 2 > Date: Mon, 22 Apr 2013 07:53:38 -0400 > From: Jim Brandt > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Issue with creating linked tickets > automatically > Message-ID: <517524C2.4000007 at bestpractical.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > You have Type: approval as one of your lines. Do you intend to create > approval tickets? (Approval tickets are used in the RT approvals > process: http://bestpractical.com/rt/docs/latest/customizing/approvals.html) > > If you just want regular tickets, try removing that line. > > On 4/21/13 1:30 PM, Joe Kirby wrote: >> I have a extension installed to allow a template to create linked tickets in certain situations. >> >> Everything seems to work great except the query tool does not recognize the tickets in the queue. >> >> If I go into the parent and see the children and vice versa. If I use the ticket number all is good >> >> It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket. >> >> I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template. >> >> If I am missing a line or a command that is causing the queue to not be visible please advise. >> >> ===Create-Ticket: Financial Aid and Scholarships - Referral >> Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject} >> Referred-To-By: {$Tickets{'TOP'}->Id} >> Queue: Financial Aid and Scholarships - Referral >> InitialPriority: 99 >> FinalPriority: 99 >> Requestor: {$Tickets{'TOP'}->RequestorAddresses} >> Type: approval >> Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information >> ENDOFCONTENT >> >> Thanks >> >> Joe >> >> Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion >> >> >> Joe Kirby , Assistant Vice President, Business Systems >> Division of Information Technology (DoIT) >> Support Response - http://www.umbc.edu/doit >> Administration 627 >> Office - 410-455-3020 >> Email - kirby at umbc.edu >> > > -- > > > > ------------------------------ > > -------- > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > End of rt-users Digest, Vol 109, Issue 30 > ***************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjohnson at eclypse.org Tue Apr 23 17:51:32 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Tue, 23 Apr 2013 16:51:32 -0500 Subject: [rt-users] How change link labels Message-ID: <22258089FD4F461EA1DD6254DE0D4D04@KJDESKTOP> I would like to change the 'Reply' and 'Comment' link labels within RT to something like 'Public Reply' and 'Private Comment' to make their respective functions more obviously explicit to staff who will use RT only occasionally. Unfortunately, I have been unable to structure a google search to return useful information on this topic. I would be grateful for any hints. Thank you, Ken From miles at digitalphotobox.net Tue Apr 23 17:54:23 2013 From: miles at digitalphotobox.net (Miles Scruggs) Date: Tue, 23 Apr 2013 14:54:23 -0700 Subject: [rt-users] Custom condition for script In-Reply-To: <20130423170200.3A6942C4342@ibastion.frb.gov> References: <20130423170200.3A6942C4342@ibastion.frb.gov> Message-ID: Thanks Jim, I think that has got me off and running now. About order of execution, from what I read it is alphabetical, does that group queue specific scripts in with the globals and then order them? Cheers Miles Scruggs miles at digitalphotobox.net On Apr 23, 2013, at 10:01 AM, Jim Berry wrote: > This should do what you want . It could be generalized to use groups or AdminCc. Create a scrip with > > Condition = On Create > Action = User Defined > Template = Blank > Stage = TransactionCreate > > In the Custom action preparation code box, insert: > > ## Add other user as a Cc if ticket is created by either in the users list > > my @users = ('user0 at mydomain.com', 'user1 at mydomain.com'); > my $creator = $self->TransactionObj->CreatorObj->EmailAddress; > my $Ticket = $self->TicketObj; > > if ($creator eq $users[0]) { > $Ticket->AddWatcher(Type => 'Cc', Email => $users[1]); > } > elsif ($creator eq $users[1]) { > $Ticket->AddWatcher(Type => 'Cc', Email => $users[0]); > } > > In the Custom action cleanup code box, insert: > 1; > > > -- Jim > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miles Scruggs > Sent: Monday, April 22, 2013 3:52 PM > To: RT users > Subject: Re: [rt-users] Custom condition for script > > anyone able to help on this one? > > > On Tue, Apr 16, 2013 at 10:46 AM, Miles Scruggs wrote: > I have a couple users that can't be trained to CC each other, and they need to be CC'd on everything they create, but they also aren't the only ones creating to the queue so I can't just set them as a watcher for the queue. > > Basically I would like to check on create to see if they are one or the other user, and if they are then I would like to add their counterpart as a CC to the ticket. Basically some code that looks like this: > > if(user=bob | bill) { > AddUserAsCCToTicket(bob&bill) > } > > The bad news here is that I'm incredibly dumb when it comes to perl, and have no grasp at all of the syntax much less the methods to use. > > I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not sure if that can be put entirely in the condition or if I need to put it in both the condition and the action... > > Cheers > > Miles Scruggs > miles at digitalphotobox.net > > > > > > -- > Cheers, > > Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4895 bytes Desc: not available URL: From trs at bestpractical.com Tue Apr 23 17:56:12 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 23 Apr 2013 14:56:12 -0700 Subject: [rt-users] Issue with creating linked tickets In-Reply-To: <909DF5A0-ED3A-4B32-A64F-4231C056AA1C@umbc.edu> References: <909DF5A0-ED3A-4B32-A64F-4231C056AA1C@umbc.edu> Message-ID: <5177037C.6090907@bestpractical.com> On 04/23/2013 02:42 PM, Joe Kirby wrote: > Jim > > Thanks for the suggestion. > > I tried removing the line and now it does not create linked tickets at all. Anything in the error logs? I suspect your template is parsing incorrectly for a different reason. > I went to the url you shared and all the examples have the Type: approval ... because Jim linked you to the approvals docs after asking if you intended to create approvals. If you're not trying to create approvals, then don't include that line. > > I hope someone has a suggestion as this is key to my project and it > seems like it could work. It works for lots of folks. There's likely just an error in your template. From tharding at uoregon.edu Tue Apr 23 18:46:15 2013 From: tharding at uoregon.edu (Tyler Harding) Date: Tue, 23 Apr 2013 22:46:15 +0000 Subject: [rt-users] Script to collect info from child tickets Message-ID: Hello all, Apologies if this has been answered before, did my best to search and whatnot. I'm writing a script that pokes around in child tickets. My abridged version of it: my $Children = $self->TicketObj->Members(); while( my $childTicket = $Children->Next ) { my $childId = $childTicket->TargetObj->id; # Do some other stuff here.... } return 1; However the above only gives me information about the ticket I started in (i.e. $self->TicketObj). For whatever reason, the following work as anticipated: $self->TicketObj->MemberOf(); $self->TicketObj->DependsOn(); $self->TicketObj->RefersTo(); And these simply cough up the same ticket I started with: $self->TicketObj->Members(); $self->TicketObj->DependedOnBy(); $self->TicketObj->ReferredToBy(); Any ideas? Thank you, -Tyler -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steen at livetext.com Tue Apr 23 21:57:26 2013 From: michael.steen at livetext.com (Michael Steen) Date: Tue, 23 Apr 2013 20:57:26 -0500 Subject: [rt-users] How change link labels In-Reply-To: <22258089FD4F461EA1DD6254DE0D4D04@KJDESKTOP> References: <22258089FD4F461EA1DD6254DE0D4D04@KJDESKTOP> Message-ID: Ken, I did something of the sort when a user here said that a particular wording was not indicative of its meaning (basically, he did not like to see "Input must match [Mandatory]"). For our case, I modified our installation as follows: Copied: share/html/Elements/ValidateCustomFields To: local/html/Elements/ValidateCustomFields Changed Line: my $msg = loc("Input must match [_1]", $CF->FriendlyPattern); New Line: my $msg = loc("Field must match rule: [_1]", $CF->FriendlyPattern); I see the "message" you are referring to in /opt/rt3/share/html/m/_elements/ticket_menu. Editing the element for your local installation may or may not be the most portable and maintainable way, but it worked for our site and nobody was harmed. Since your similar situation has come up, I would be interested to find out what the usual or best practice is for site-specific wording. It's clearly a matter of preference for our site, and the message in question does not appear elsewhere (AFAIK), so I left it at that, but perhaps updating local/po/en.po will turn out to be the recommended way. Some information about updating translations is here -> http://requesttracker.wikia.com/wiki/Translation. Best, Mike On Tue, Apr 23, 2013 at 4:51 PM, Ken Johnson wrote: > > I would like to change the 'Reply' and 'Comment' link labels within RT to > something like 'Public Reply' and 'Private Comment' to make their > respective > functions more obviously explicit to staff who will use RT only > occasionally. Unfortunately, I have been unable to structure a google > search to return useful information on this topic. I would be grateful for > any hints. > > Thank you, > > Ken > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Wed Apr 24 05:11:17 2013 From: g.mason at fairfx.com (saxmad) Date: Wed, 24 Apr 2013 02:11:17 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <20130423151411.GC14158@jibsheet.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> Message-ID: <1366794677920-53596.post@n7.nabble.com> Kevin - I think I get what you mean. My postgres knowledge is next to nothing, so hopefully I have got the appropriate information. On my original 3.6.7 instance, I have the following :- Table "public.acl" Column | Type | Modifiers | Description ---------------+-----------------------+--------------------------------------------------+------------- id | integer | not null default nextval('acl_id_seq'::regclass) | principaltype | character varying(25) | not null | principalid | integer | not null | rightname | character varying(25) | not null | objecttype | character varying(25) | not null | objectid | integer | not null default 0 | delegatedby | integer | not null default 0 | delegatedfrom | integer | not null default 0 | Indexes: "acl_pkey" PRIMARY KEY, btree (id) "acl1" btree (rightname, objecttype, objectid, principaltype, principalid) Has OIDs: no On my new, upgraded version that is in limbo between 3.9.2 and 3.9.3, I have the following :- Table "public.acl" Column | Type | Modifiers | Storage | Stats target | Description ---------------+-----------------------------+--------------------------------------------------+----------+--------------+------------- id | integer | not null default nextval('acl_id_seq'::regclass) | plain | | principaltype | character varying(25) | not null | extended | | principalid | integer | not null | plain | | rightname | character varying(25) | not null | extended | | objecttype | character varying(25) | not null | extended | | objectid | integer | not null default 0 | plain | | creator | integer | not null default 0 | plain | | created | timestamp without time zone | | plain | | lastupdatedby | integer | not null default 0 | plain | | lastupdated | timestamp without time zone | | plain | | Indexes: "acl_pkey" PRIMARY KEY, btree (id) "acl1" btree (rightname, objecttype, objectid, principaltype, principalid) Has OIDs: no So the DelegatedBy column is definately not there now. When I looked at the acl table on a freshly imported version of the dump, I found that it looked exactly like upgraded version, and not like the original 3.6.7 version. I checked the dump file and the acl table was indeed supposed to be set up using the correct formation (3.6.7 version). Checking a bit deeper, it seems that I have two acl tables, one within the rtdb database, and another when connected to the default postgres database. If I look at the layout of the spurious postgres version of the acl table, it has the 3.6.7 layout. I don't know how this has happened, and is almost certainly the reason why the acl table doesn't upgrade properly, as it is already effectively upgraded before attempting the upgrade procedure. I will clear out all traces of the rtdb database, and then check for residual tables etc, before trying another clean import. Thanks for hanging in there :) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53596.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From g.mason at fairfx.com Wed Apr 24 07:06:11 2013 From: g.mason at fairfx.com (saxmad) Date: Wed, 24 Apr 2013 04:06:11 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1366794677920-53596.post@n7.nabble.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> Message-ID: <1366801571799-53598.post@n7.nabble.com> After a lot of trial and error, I think I have worked out what is going on. With a clean postgres database, I cannot import my dump file due to the rtuser role not being there. So I initialised the database by running the rt-setup-database-4 --action init utility to put that right. Unfortunately, part of this seems to be setting up the initial core data, which looks like it includes the acl table. Dropping the database, tables and sequences but leaving the rtuser role intact, I can then import the dump file without any complaints. Tables etc are created and populated, but it does not create the actual rtdb database - \l within psql does not show an rtdb entry. I guess that initialising the database as above would sort that, but then give me the same problem with an pre-existing acl table. So I think the answer to my problem is to determine exactly what the pg_dump command is I need to extract everything from my current RT database in order for me to be able to import it on my new server without having to initialise the database first. The file I am trying to import was created using pg_dump -f ${Dump_File} rtdb. I am aware of numerous options to pg_dump, but inexperience means I don't know which ones to employ in order to get a dump of my RT database with full integrity to enable a seamless import. Can someone enlighten me as to exactly how I should use pg_dump to get my data in a suitable format to enable me to simply import it with psql -f datafile.sql so I can dop the upgrade cleanly ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53598.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kirby at umbc.edu Wed Apr 24 08:37:43 2013 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 24 Apr 2013 08:37:43 -0400 Subject: [rt-users] Issue with creating linked tickets In-Reply-To: References: Message-ID: <095FEEE2-75E7-4BF4-9C63-EC3766055DD2@umbc.edu> On Apr 24, 2013, at 7:06 AM, rt-users-request at lists.bestpractical.com wrote: > Send rt-users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of rt-users digest..." > > > Today's Topics: > > 1. Re: Custom condition for script (Jim Berry) > 2. Fwd: Adding Index to several tables to improve shredder > performance (Rabin Yasharzadehe) > 3. Re: Issue with creating linked tickets (Joe Kirby) > 4. How change link labels (Ken Johnson) > 5. Re: Custom condition for script (Miles Scruggs) > 6. Re: Issue with creating linked tickets (Thomas Sibley) > 7. Script to collect info from child tickets (Tyler Harding) > 8. Re: How change link labels (Michael Steen) > 9. Re: Problems upgrading from 3.9.3 (saxmad) > 10. Re: Problems upgrading from 3.9.3 (saxmad) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 23 Apr 2013 17:01:58 +0000 > From: Jim Berry > To: Miles Scruggs , RT users > > Subject: Re: [rt-users] Custom condition for script > Message-ID: <20130423170200.3A7932C4350 at ibastion.frb.gov> > Content-Type: text/plain; charset="us-ascii" > > This should do what you want . It could be generalized to use groups or AdminCc. Create a scrip with > > Condition = On Create > Action = User Defined > Template = Blank > Stage = TransactionCreate > > In the Custom action preparation code box, insert: > > ## Add other user as a Cc if ticket is created by either in the users list > > my @users = ('user0 at mydomain.com', 'user1 at mydomain.com'); > my $creator = $self->TransactionObj->CreatorObj->EmailAddress; > my $Ticket = $self->TicketObj; > > if ($creator eq $users[0]) { > $Ticket->AddWatcher(Type => 'Cc', Email => $users[1]); > } > elsif ($creator eq $users[1]) { > $Ticket->AddWatcher(Type => 'Cc', Email => $users[0]); > } > > In the Custom action cleanup code box, insert: > 1; > > > -- Jim > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miles Scruggs > Sent: Monday, April 22, 2013 3:52 PM > To: RT users > Subject: Re: [rt-users] Custom condition for script > > anyone able to help on this one? > > On Tue, Apr 16, 2013 at 10:46 AM, Miles Scruggs > wrote: > I have a couple users that can't be trained to CC each other, and they need to be CC'd on everything they create, but they also aren't the only ones creating to the queue so I can't just set them as a watcher for the queue. > > Basically I would like to check on create to see if they are one or the other user, and if they are then I would like to add their counterpart as a CC to the ticket. Basically some code that looks like this: > > if(user=bob | bill) { > AddUserAsCCToTicket(bob&bill) > } > > The bad news here is that I'm incredibly dumb when it comes to perl, and have no grasp at all of the syntax much less the methods to use. > > I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not sure if that can be put entirely in the condition or if I need to put it in both the condition and the action... > > Cheers > > Miles Scruggs > miles at digitalphotobox.net > > > > > -- > Cheers, > > Miles > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 2 > Date: Tue, 23 Apr 2013 21:20:01 +0300 > From: Rabin Yasharzadehe > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Fwd: Adding Index to several tables to improve > shredder performance > Message-ID: > > Content-Type: text/plain; charset="utf-8" > > Hello list, > > In preparation for transferring our RT server to a new server > I started to clean up RT using the shredder tool, > > For starters, I shred old tickets marked as deleted (mostly spam), > > # ./rt-shredder --plugin "Tickets=query,Status = 'Deleted' AND LastUpdated >> < '30 days ago';limit,100" --sqldump /opt/shredder-restore-tickets-`date >> +%s`.sql --force > > > And the next step was deleting users who have no tickets > > # ./rt-shredder --plugin >> "Users=no_tickets,1;status,any;replace_relations,Nobody;limit,25" --sqldump >> /opt/shredder-restore-tickets-`date +%s`.sql --force > > > Running the following commands from the command line would take me about > two hours to finish. > > I'm no database expert, but i start searching around and enabled slow query > login for MySQL and i found out that the script hang a lot on query on the > Attachment table, the problem seemed to be a missing index for the > creator column. > > mysql> ALTER TABLE `Attachments` ADD INDEX ( `Creator` ) > > > After adding the above indexing for this column, the deletion time dropped > to less than 5 minutes > > Given the success of the above method, I used it on other tables, > and found few more places that I can add indexing to improve shredder > timing. > > ALTER TABLE `Transactions` ADD INDEX ( `Creator` ) >> ALTER TABLE `ObjectCustomFieldValues` ADD INDEX ( `ObjectType` ) >> ALTER TABLE `ObjectCustomFieldValues` ADD INDEX ( `ObjectId` ) >> ALTER TABLE `Groups` ADD INDEX ( `LastUpdatedBy` ) >> ALTER TABLE `Principals` ADD INDEX ( `PrincipalType` ) >> ALTER TABLE `CachedGroupMembers` ADD INDEX ( `Via` ) >> ALTER TABLE `GroupMembers` ADD INDEX ( `LastUpdatedBy` ) >> ALTER TABLE `Groups` ADD INDEX ( `Creator` ) >> ALTER TABLE `Tickets` ADD INDEX ( `Creator` ) > > > My question is, > can i leave the above index ? > can those changes disturb or harm future upgrades of RT ? > > Thanks in advance, > -- > ?? > Rabin Yasharzadehe > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > I found the following template and it worked great. Thank you all for your continued support on items like this. This is a great community!! Jim, this is pretty much what you had indicated and I think my regional attempt had an issue with the large subject line I was using. Thanks again Joe ===Create-Ticket: Financial Aid and Scholarships - Referral Subject: Referral::{$Tickets{'TOP'}->Subject} Referred-To-By: {$Tickets{'TOP'}->Id} Queue: Financial Aid and Scholarships - Referral InitialPriority: 99 FinalPriority: 99 Requestor: {$Tickets{'TOP'}->RequestorAddresses} Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information ENDOFCONTENT > Message: 3 > Date: Tue, 23 Apr 2013 17:42:18 -0400 > From: Joe Kirby > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Issue with creating linked tickets > Message-ID: <909DF5A0-ED3A-4B32-A64F-4231C056AA1C at umbc.edu> > Content-Type: text/plain; charset="us-ascii" > > Jim > > Thanks for the suggestion. > > I tried removing the line and now it does not create linked tickets at all. > > I went to the url you shared and all the examples have the Type: approval > > I hope someone has a suggestion as this is key to my project and it seems like it could work. > > Thanks in advance > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > On Apr 22, 2013, at 12:00 PM, rt-users-request at lists.bestpractical.com wrote: > >> Send rt-users mailing list submissions to >> rt-users at lists.bestpractical.com >> >> To subscribe or unsubscribe via the World Wide Web, visit >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> or, via email, send a message with subject or body 'help' to >> rt-users-request at lists.bestpractical.com >> >> You can reach the person managing the list at >> rt-users-owner at lists.bestpractical.com >> >> When replying, please edit your Subject line so it is more specific >> than "Re: Contents of rt-users digest..." >> >> >> Today's Topics: >> >> 1. Issue with creating linked tickets automatically (Joe Kirby) >> 2. Re: Issue with creating linked tickets automatically (Jim Brandt) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Sun, 21 Apr 2013 13:30:45 -0400 >> From: Joe Kirby >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Issue with creating linked tickets automatically >> Message-ID: <1542B2D9-AC07-4917-A372-5684D917B404 at umbc.edu> >> Content-Type: text/plain; charset=us-ascii >> >> I have a extension installed to allow a template to create linked tickets in certain situations. >> >> Everything seems to work great except the query tool does not recognize the tickets in the queue. >> >> If I go into the parent and see the children and vice versa. If I use the ticket number all is good >> >> It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket. >> >> I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template. >> >> If I am missing a line or a command that is causing the queue to not be visible please advise. >> >> ===Create-Ticket: Financial Aid and Scholarships - Referral >> Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject} >> Referred-To-By: {$Tickets{'TOP'}->Id} >> Queue: Financial Aid and Scholarships - Referral >> InitialPriority: 99 >> FinalPriority: 99 >> Requestor: {$Tickets{'TOP'}->RequestorAddresses} >> Type: approval >> Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information >> ENDOFCONTENT >> >> Thanks >> >> Joe >> >> Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion >> >> >> Joe Kirby , Assistant Vice President, Business Systems >> Division of Information Technology (DoIT) >> Support Response - http://www.umbc.edu/doit >> Administration 627 >> Office - 410-455-3020 >> Email - kirby at umbc.edu >> >> >> >> ------------------------------ >> >> Message: 2 >> Date: Mon, 22 Apr 2013 07:53:38 -0400 >> From: Jim Brandt >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Issue with creating linked tickets >> automatically >> Message-ID: <517524C2.4000007 at bestpractical.com> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> You have Type: approval as one of your lines. Do you intend to create >> approval tickets? (Approval tickets are used in the RT approvals >> process: http://bestpractical.com/rt/docs/latest/customizing/approvals.html) >> >> If you just want regular tickets, try removing that line. >> >> On 4/21/13 1:30 PM, Joe Kirby wrote: >>> I have a extension installed to allow a template to create linked tickets in certain situations. >>> >>> Everything seems to work great except the query tool does not recognize the tickets in the queue. >>> >>> If I go into the parent and see the children and vice versa. If I use the ticket number all is good >>> >>> It just does not show up in any of the reports when selected. This is not an issue when I manually create the link ticket. >>> >>> I am 4.0.6 and here is the template I am using the following template with a script that has the action of create tickets using this template. >>> >>> If I am missing a line or a command that is causing the queue to not be visible please advise. >>> >>> ===Create-Ticket: Financial Aid and Scholarships - Referral >>> Subject: Financial Aid and Scholarships - Referral has been requested from a Phone request for {$Tickets{'TOP'}->Subject} >>> Referred-To-By: {$Tickets{'TOP'}->Id} >>> Queue: Financial Aid and Scholarships - Referral >>> InitialPriority: 99 >>> FinalPriority: 99 >>> Requestor: {$Tickets{'TOP'}->RequestorAddresses} >>> Type: approval >>> Content: This request is a referral from a phone customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information >>> ENDOFCONTENT >>> >>> Thanks >>> >>> Joe >>> >>> Also: Note to Rus. I am having the Commandbymail extension added this coming week. Thank you very much for the suggestion >>> >>> >>> Joe Kirby , Assistant Vice President, Business Systems >>> Division of Information Technology (DoIT) >>> Support Response - http://www.umbc.edu/doit >>> Administration 627 >>> Office - 410-455-3020 >>> Email - kirby at umbc.edu >>> >> >> -- >> >> >> >> ------------------------------ >> >> -------- >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> >> End of rt-users Digest, Vol 109, Issue 30 >> ***************************************** > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 4 > Date: Tue, 23 Apr 2013 16:51:32 -0500 > From: "Ken Johnson" > To: "'RT users'" > Subject: [rt-users] How change link labels > Message-ID: <22258089FD4F461EA1DD6254DE0D4D04 at KJDESKTOP> > Content-Type: text/plain; charset="us-ascii" > > > I would like to change the 'Reply' and 'Comment' link labels within RT to > something like 'Public Reply' and 'Private Comment' to make their respective > functions more obviously explicit to staff who will use RT only > occasionally. Unfortunately, I have been unable to structure a google > search to return useful information on this topic. I would be grateful for > any hints. > > Thank you, > > Ken > > > > ------------------------------ > > Message: 5 > Date: Tue, 23 Apr 2013 14:54:23 -0700 > From: Miles Scruggs > To: RT users > Subject: Re: [rt-users] Custom condition for script > Message-ID: > Content-Type: text/plain; charset="us-ascii" > > Thanks Jim, > > I think that has got me off and running now. About order of execution, from what I read it is alphabetical, does that group queue specific scripts in with the globals and then order them? > > Cheers > > Miles Scruggs > miles at digitalphotobox.net > > > > On Apr 23, 2013, at 10:01 AM, Jim Berry wrote: > >> This should do what you want . It could be generalized to use groups or AdminCc. Create a scrip with >> >> Condition = On Create >> Action = User Defined >> Template = Blank >> Stage = TransactionCreate >> >> In the Custom action preparation code box, insert: >> >> ## Add other user as a Cc if ticket is created by either in the users list >> >> my @users = ('user0 at mydomain.com', 'user1 at mydomain.com'); >> my $creator = $self->TransactionObj->CreatorObj->EmailAddress; >> my $Ticket = $self->TicketObj; >> >> if ($creator eq $users[0]) { >> $Ticket->AddWatcher(Type => 'Cc', Email => $users[1]); >> } >> elsif ($creator eq $users[1]) { >> $Ticket->AddWatcher(Type => 'Cc', Email => $users[0]); >> } >> >> In the Custom action cleanup code box, insert: >> 1; >> >> >> -- Jim >> >> >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miles Scruggs >> Sent: Monday, April 22, 2013 3:52 PM >> To: RT users >> Subject: Re: [rt-users] Custom condition for script >> >> anyone able to help on this one? >> >> >> On Tue, Apr 16, 2013 at 10:46 AM, Miles Scruggs wrote: >> I have a couple users that can't be trained to CC each other, and they need to be CC'd on everything they create, but they also aren't the only ones creating to the queue so I can't just set them as a watcher for the queue. >> >> Basically I would like to check on create to see if they are one or the other user, and if they are then I would like to add their counterpart as a CC to the ticket. Basically some code that looks like this: >> >> if(user=bob | bill) { >> AddUserAsCCToTicket(bob&bill) >> } >> >> The bad news here is that I'm incredibly dumb when it comes to perl, and have no grasp at all of the syntax much less the methods to use. >> >> I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not sure if that can be put entirely in the condition or if I need to put it in both the condition and the action... >> >> Cheers >> >> Miles Scruggs >> miles at digitalphotobox.net >> >> >> >> >> >> -- >> Cheers, >> >> Miles > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: smime.p7s > Type: application/pkcs7-signature > Size: 4895 bytes > Desc: not available > URL: > > ------------------------------ > > Message: 6 > Date: Tue, 23 Apr 2013 14:56:12 -0700 > From: Thomas Sibley > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Issue with creating linked tickets > Message-ID: <5177037C.6090907 at bestpractical.com> > Content-Type: text/plain; charset=UTF-8 > > On 04/23/2013 02:42 PM, Joe Kirby wrote: >> Jim >> >> Thanks for the suggestion. >> >> I tried removing the line and now it does not create linked tickets at all. > > Anything in the error logs? I suspect your template is parsing > incorrectly for a different reason. > >> I went to the url you shared and all the examples have the Type: approval > > ... because Jim linked you to the approvals docs after asking if you > intended to create approvals. If you're not trying to create approvals, > then don't include that line. > >> >> I hope someone has a suggestion as this is key to my project and it >> seems like it could work. > > It works for lots of folks. There's likely just an error in your template. > > > ------------------------------ > > Message: 7 > Date: Tue, 23 Apr 2013 22:46:15 +0000 > From: Tyler Harding > To: "rt-users at lists.bestpractical.com" > > Subject: [rt-users] Script to collect info from child tickets > Message-ID: > Content-Type: text/plain; charset="us-ascii" > > Hello all, > > Apologies if this has been answered before, did my best to search and whatnot. > > I'm writing a script that pokes around in child tickets. My abridged version of it: > > my $Children = $self->TicketObj->Members(); > while( my $childTicket = $Children->Next ) { > my $childId = $childTicket->TargetObj->id; > # Do some other stuff here.... > } > return 1; > > However the above only gives me information about the ticket I started in (i.e. $self->TicketObj). For whatever reason, the following work as anticipated: > > $self->TicketObj->MemberOf(); > $self->TicketObj->DependsOn(); > $self->TicketObj->RefersTo(); > > And these simply cough up the same ticket I started with: > > $self->TicketObj->Members(); > $self->TicketObj->DependedOnBy(); > $self->TicketObj->ReferredToBy(); > > Any ideas? > > Thank you, > > -Tyler > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 8 > Date: Tue, 23 Apr 2013 20:57:26 -0500 > From: Michael Steen > To: "rt-users at lists.bestpractical.com" > > Subject: Re: [rt-users] How change link labels > Message-ID: > > Content-Type: text/plain; charset="iso-8859-1" > > Ken, > > I did something of the sort when a user here said that a particular wording > was not indicative of its meaning (basically, he did not like to see "Input > must match [Mandatory]"). For our case, I modified our installation as > follows: > > Copied: > share/html/Elements/ValidateCustomFields > > To: > local/html/Elements/ValidateCustomFields > > Changed Line: > my $msg = loc("Input must match [_1]", $CF->FriendlyPattern); > > New Line: > my $msg = loc("Field must match rule: [_1]", $CF->FriendlyPattern); > > > I see the "message" you are referring to in > /opt/rt3/share/html/m/_elements/ticket_menu. Editing the element for your > local installation may or may not be the most portable and maintainable > way, but it worked for our site and nobody was harmed. Since your similar > situation has come up, I would be interested to find out what the usual or > best practice is for site-specific wording. It's clearly a matter of > preference for our site, and the message in question does not appear > elsewhere (AFAIK), so I left it at that, but perhaps updating > local/po/en.po will turn out to be the recommended way. Some information > about updating translations is here -> > http://requesttracker.wikia.com/wiki/Translation. > > Best, > > Mike > > > On Tue, Apr 23, 2013 at 4:51 PM, Ken Johnson wrote: > >> >> I would like to change the 'Reply' and 'Comment' link labels within RT to >> something like 'Public Reply' and 'Private Comment' to make their >> respective >> functions more obviously explicit to staff who will use RT only >> occasionally. Unfortunately, I have been unable to structure a google >> search to return useful information on this topic. I would be grateful for >> any hints. >> >> Thank you, >> >> Ken >> >> > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 9 > Date: Wed, 24 Apr 2013 02:11:17 -0700 (PDT) > From: saxmad > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Problems upgrading from 3.9.3 > Message-ID: <1366794677920-53596.post at n7.nabble.com> > Content-Type: text/plain; charset=us-ascii > > Kevin - I think I get what you mean. My postgres knowledge is next to > nothing, so hopefully I have got the appropriate information. > > On my original 3.6.7 instance, I have the following :- > > Table "public.acl" > Column | Type | Modifiers > | Description > ---------------+-----------------------+--------------------------------------------------+------------- > id | integer | not null default > nextval('acl_id_seq'::regclass) | > principaltype | character varying(25) | not null > | > principalid | integer | not null > | > rightname | character varying(25) | not null > | > objecttype | character varying(25) | not null > | > objectid | integer | not null default 0 > | > delegatedby | integer | not null default 0 > | > delegatedfrom | integer | not null default 0 > | > Indexes: > "acl_pkey" PRIMARY KEY, btree (id) > "acl1" btree (rightname, objecttype, objectid, principaltype, > principalid) > Has OIDs: no > > On my new, upgraded version that is in limbo between 3.9.2 and 3.9.3, I have > the following :- > > Table "public.acl" > Column | Type | Modifiers > | Storage | Stats target | Description > ---------------+-----------------------------+--------------------------------------------------+----------+--------------+------------- > id | integer | not null default > nextval('acl_id_seq'::regclass) | plain | | > principaltype | character varying(25) | not null > | extended | | > principalid | integer | not null > | plain | | > rightname | character varying(25) | not null > | extended | | > objecttype | character varying(25) | not null > | extended | | > objectid | integer | not null default 0 > | plain | | > creator | integer | not null default 0 > | plain | | > created | timestamp without time zone | > | plain | | > lastupdatedby | integer | not null default 0 > | plain | | > lastupdated | timestamp without time zone | > | plain | | > Indexes: > "acl_pkey" PRIMARY KEY, btree (id) > "acl1" btree (rightname, objecttype, objectid, principaltype, > principalid) > Has OIDs: no > > So the DelegatedBy column is definately not there now. > > When I looked at the acl table on a freshly imported version of the dump, I > found that it looked exactly like upgraded version, and not like the > original 3.6.7 version. I checked the dump file and the acl table was > indeed supposed to be set up using the correct formation (3.6.7 version). > > Checking a bit deeper, it seems that I have two acl tables, one within the > rtdb database, and another when connected to the default postgres database. > If I look at the layout of the spurious postgres version of the acl table, > it has the 3.6.7 layout. > > I don't know how this has happened, and is almost certainly the reason why > the acl table doesn't upgrade properly, as it is already effectively > upgraded before attempting the upgrade procedure. > > I will clear out all traces of the rtdb database, and then check for > residual tables etc, before trying another clean import. > > Thanks for hanging in there :) > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53596.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > ------------------------------ > > Message: 10 > Date: Wed, 24 Apr 2013 04:06:11 -0700 (PDT) > From: saxmad > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Problems upgrading from 3.9.3 > Message-ID: <1366801571799-53598.post at n7.nabble.com> > Content-Type: text/plain; charset=us-ascii > > After a lot of trial and error, I think I have worked out what is going on. > > With a clean postgres database, I cannot import my dump file due to the > rtuser role not being there. > > So I initialised the database by running the rt-setup-database-4 --action > init utility to put that right. Unfortunately, part of this seems to be > setting up the initial core data, which looks like it includes the acl > table. > > Dropping the database, tables and sequences but leaving the rtuser role > intact, I can then import the dump file without any complaints. Tables etc > are created and populated, but it does not create the actual rtdb database - > \l within psql does not show an rtdb entry. I guess that initialising the > database as above would sort that, but then give me the same problem with an > pre-existing acl table. > > So I think the answer to my problem is to determine exactly what the pg_dump > command is I need to extract everything from my current RT database in order > for me to be able to import it on my new server without having to initialise > the database first. > > The file I am trying to import was created using pg_dump -f ${Dump_File} > rtdb. > > I am aware of numerous options to pg_dump, but inexperience means I don't > know which ones to employ in order to get a dump of my RT database with full > integrity to enable a seamless import. > > Can someone enlighten me as to exactly how I should use pg_dump to get my > data in a suitable format to enable me to simply import it with psql -f > datafile.sql so I can dop the upgrade cleanly ? > > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53598.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > ------------------------------ > > -------- > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > End of rt-users Digest, Vol 109, Issue 32 > ***************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.h.berry at frb.gov Wed Apr 24 09:32:08 2013 From: jim.h.berry at frb.gov (Jim Berry) Date: Wed, 24 Apr 2013 13:32:08 +0000 Subject: [rt-users] Custom condition for script In-Reply-To: References: <20130423170200.3A6942C4342@ibastion.frb.gov> Message-ID: <20130424133210.1BE022C4297@ibastion.frb.gov> Yes. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miles Scruggs Sent: Tuesday, April 23, 2013 5:54 PM To: RT users Subject: Re: [rt-users] Custom condition for script Thanks Jim, I think that has got me off and running now. About order of execution, from what I read it is alphabetical, does that group queue specific scripts in with the globals and then order them? Cheers Miles Scruggs miles at digitalphotobox.net On Apr 23, 2013, at 10:01 AM, Jim Berry > wrote: This should do what you want . It could be generalized to use groups or AdminCc. Create a scrip with Condition = On Create Action = User Defined Template = Blank Stage = TransactionCreate In the Custom action preparation code box, insert: ## Add other user as a Cc if ticket is created by either in the users list my @users = ('user0 at mydomain.com', 'user1 at mydomain.com'); my $creator = $self->TransactionObj->CreatorObj->EmailAddress; my $Ticket = $self->TicketObj; if ($creator eq $users[0]) { $Ticket->AddWatcher(Type => 'Cc', Email => $users[1]); } elsif ($creator eq $users[1]) { $Ticket->AddWatcher(Type => 'Cc', Email => $users[0]); } In the Custom action cleanup code box, insert: 1; -- Jim From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miles Scruggs Sent: Monday, April 22, 2013 3:52 PM To: RT users Subject: Re: [rt-users] Custom condition for script anyone able to help on this one? On Tue, Apr 16, 2013 at 10:46 AM, Miles Scruggs > wrote: I have a couple users that can't be trained to CC each other, and they need to be CC'd on everything they create, but they also aren't the only ones creating to the queue so I can't just set them as a watcher for the queue. Basically I would like to check on create to see if they are one or the other user, and if they are then I would like to add their counterpart as a CC to the ticket. Basically some code that looks like this: if(user=bob | bill) { AddUserAsCCToTicket(bob&bill) } The bad news here is that I'm incredibly dumb when it comes to perl, and have no grasp at all of the syntax much less the methods to use. I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not sure if that can be put entirely in the condition or if I need to put it in both the condition and the action... Cheers Miles Scruggs miles at digitalphotobox.net -- Cheers, Miles -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Apr 24 12:01:33 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 24 Apr 2013 09:01:33 -0700 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1366801571799-53598.post@n7.nabble.com> References: <51701C83.4030901@fairfx.com> <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> Message-ID: <517801DD.4080808@bestpractical.com> On 04/24/2013 04:06 AM, saxmad wrote: > After a lot of trial and error, I think I have worked out what is going on. > > With a clean postgres database, I cannot import my dump file due to the > rtuser role not being there. > > So I initialised the database by running the rt-setup-database-4 --action > init utility to put that right. Unfortunately, part of this seems to be > setting up the initial core data, which looks like it includes the acl > table. You can have RT setup the database user and create the database by using: rt-setup-database-4 --action create,acl The "init" action is the same as "make initdb" which is the whole process for a new install. When you restore, you'll still need to tell "psql" what database you're importing into (presumably "rtdb"). From amarosi at luminance.us.com Wed Apr 24 13:08:31 2013 From: amarosi at luminance.us.com (Andrew Marosi) Date: Wed, 24 Apr 2013 10:08:31 -0700 Subject: [rt-users] TimedNotifications - RT-Send-Cc broken? Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F5037936808F@uslaxmail02> I'm following http://requesttracker.wikia.com/wiki/TimedNotifications in efforts to setup a crude reminder based off a RT::Search::FromSQL query however in the template it has 'RT-Send-Cc: user at domain.com' and that is not working when running the rt-crontool calling the template. I get an email as a watcher, but the email contains the RT-Send-Cc line of code IN the subject line....What am I doing wrong? I've looked at the logs in debug mode and included a scrubbed version below. Thanks! [Wed Apr 24 17:04:13 2013] [info]: sent To: "AdminCc Ticket #7894":; Bcc: amarosi at mydomain.com (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:316) [Wed Apr 24 17:04:13 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [[TechQuestions] #7894] [Comment] 7894 unowned after 48 hours! RT-Send-Cc: atmarosi at gmail.com (/opt/rt4/bin/../lib/RT/I18N.pm:244) [Wed Apr 24 17:04:13 2013] [debug]: About to think about scrips for transaction #131352 (/opt/rt4/bin/../lib/RT/Transaction.pm:173) [Wed Apr 24 17:04:13 2013] [debug]: Committing scrip #9 on txn #131351 of ticket #7894 (/opt/rt4/bin/../lib/RT/Scrips.pm:182) [Wed Apr 24 17:04:13 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xb65e21c), id 131351 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:628) [Wed Apr 24 17:04:13 2013] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:644) [Wed Apr 24 17:04:13 2013] [debug]: Subject: [[TechQuestions] #7894] 7894 unowned after 48 hours! RT-Send-Cc: manager at domain.com From: "Root" Reply-To: techquestions at otherdomain.com In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Domain RT-Ticket: Luminance #7894 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:651) [Wed Apr 24 17:04:13 2013] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:674) [Wed Apr 24 17:04:13 2013] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:683) [Wed Apr 24 17:04:13 2013] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:644) [Wed Apr 24 17:04:13 2013] [debug]: Subject: [[TechQuestions] #7894] 7894 unowned after 48 hours! RT-Send-Cc: manager at domain.com From: "Root" Reply-To: techquestions at otherdomain.com In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Domain RT-Ticket: Luminance #7894 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: root at localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:651) [Wed Apr 24 17:04:13 2013] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:674) [Wed Apr 24 17:04:13 2013] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:683) [Wed Apr 24 17:04:13 2013] [debug]: No recipients found for deferred delivery on transaction #131351 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:696) [Wed Apr 24 17:04:13 2013] [info]: #7894/131351 - Scrip 9 On Comment Notify Other Recipients as Comment (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:285) [Wed Apr 24 17:04:13 2013] [info]: No recipients found. Not sending. (/opt/rt4/bin/../lib/RT/Interface/Email.pm:385) [Wed Apr 24 17:04:13 2013] [debug]: Committing scrip #11 on txn #131351 of ticket #7894 (/opt/rt4/bin/../lib/RT/Scrips.pm:182) [Wed Apr 24 17:04:13 2013] [debug]: Found 1 scrips for TransactionBatch stage with applicable type(s) Comment for txn #131351 on ticket #7894 (/opt/rt4/bin/../lib/RT/Scrips.pm:377) [Wed Apr 24 17:04:13 2013] [warning]: Found = in conditional, should be == at (eval 1255) line 22. ((eval 1255):22) [Wed Apr 24 17:04:13 2013] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/bin/../lib/RT/Scrips.pm:229) From kjohnson at eclypse.org Wed Apr 24 14:54:58 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Wed, 24 Apr 2013 13:54:58 -0500 Subject: [rt-users] How change link labels In-Reply-To: References: <22258089FD4F461EA1DD6254DE0D4D04@KJDESKTOP> Message-ID: <0BCFE6395B7D4DA7892DF287700F7D6D@KJDESKTOP> Mike, Thanks for your helpful reply. You inspired me to go grepping, and it turns out that adding these four lines to en.po 'fixed' the 'problem'. The strings change both in the link labels at the top right of the ticket history and in the Actions menu. msgid "Reply" msgstr "Public Reply" msgid "Comment" msgstr "Private Comment" Would the 'clean' way to do this be to create a custom language (say 'English_Local') and then set all of the users to that language? I am not sure. Ken ________________________________ Ken, I did something of the sort when a user here said that a particular wording was not indicative of its meaning (basically, he did not like to see "Input must match [Mandatory]"). For our case, I modified our installation as follows: Copied: share/html/Elements/ValidateCustomFields To: local/html/Elements/ValidateCustomFields Changed Line: my $msg = loc("Input must match [_1]", $CF->FriendlyPattern); New Line: my $msg = loc("Field must match rule: [_1]", $CF->FriendlyPattern); I see the "message" you are referring to in /opt/rt3/share/html/m/_elements/ticket_menu. Editing the element for your local installation may or may not be the most portable and maintainable way, but it worked for our site and nobody was harmed. Since your similar situation has come up, I would be interested to find out what the usual or best practice is for site-specific wording. It's clearly a matter of preference for our site, and the message in question does not appear elsewhere (AFAIK), so I left it at that, but perhaps updating local/po/en.po will turn out to be the recommended way. Some information about updating translations is here -> http://requesttracker.wikia.com/wiki/Translation. Best, Mike On Tue, Apr 23, 2013 at 4:51 PM, Ken Johnson wrote: I would like to change the 'Reply' and 'Comment' link labels within RT to something like 'Public Reply' and 'Private Comment' to make their respective functions more obviously explicit to staff who will use RT only occasionally. Unfortunately, I have been unable to structure a google search to return useful information on this topic. I would be grateful for any hints. Thank you, Ken From trs at bestpractical.com Wed Apr 24 16:22:14 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 24 Apr 2013 13:22:14 -0700 Subject: [rt-users] How change link labels In-Reply-To: <0BCFE6395B7D4DA7892DF287700F7D6D@KJDESKTOP> References: <22258089FD4F461EA1DD6254DE0D4D04@KJDESKTOP> <0BCFE6395B7D4DA7892DF287700F7D6D@KJDESKTOP> Message-ID: <51783EF6.9060502@bestpractical.com> On 04/24/2013 11:54 AM, Ken Johnson wrote: > Mike, > > Thanks for your helpful reply. You inspired me to go grepping, and it turns > out that adding these four lines to en.po 'fixed' the 'problem'. The > strings change both in the link labels at the top right of the ticket > history and in the Actions menu. > > msgid "Reply" > msgstr "Public Reply" > msgid "Comment" > msgstr "Private Comment" > > Would the 'clean' way to do this be to create a custom language (say > 'English_Local') and then set all of the users to that language? I am not > sure. You make local changes to the various language files by putting your strings in local/po/. For example, if you put just your four lines above into local/po/en.po, it would be automatically merged with the stock English "translation". From JThuau at spacex.com Wed Apr 24 16:55:01 2013 From: JThuau at spacex.com (Jok Thuau) Date: Wed, 24 Apr 2013 20:55:01 +0000 Subject: [rt-users] unowned tickets not showing? Message-ID: List, I have a RT 4.0.6 on debian squeeze, with postgres as a backend (8.4) running for a while now. I'm getting reports that *some* tickets, even though the owner is set to "nobody", are not showing on the list of unowned ticket for people. One of the users is "managing" the queue and assigning ticket. She's got a few ticket she "found" by looking at "new" tickets (from the list on the right of the main page), that are not showing for her in the "unowned" tickets. My first thought was that she had too many and the "missing" ones where just the 21st and 22nd tickets on the main page. I was wrong. She showed me, she only has 5 tickets listed as "unowned", and 2 more if you look at the all tickets in queue, and those have owner set to "nobody". I'm a little confused as to how I can tackle the problem at this point. Logs don't show much, the ticket is in there? there is only one "nobody" user in the DB. Anybody seen this before? Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | From marko.cupac at mimar.rs Thu Apr 25 03:56:49 2013 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Thu, 25 Apr 2013 09:56:49 +0200 Subject: [rt-users] Convert incoming html e-mail into plain text Message-ID: <20130425095649.12f4342a@kaa.mimar.rs> 99% of my requesters submit requests by e-mail from Outlook. Quite frequently they send a request which is very long (dozen or so of forwards and replies between them before it actually hits rt). It results in messages in history window which are too large to display (even when MaxInlineBody is raised significantly). So, staff member needs to click "download - text/html" link in order to read the request, but it is then displayed as html in browser, making it almost impossible to read. Is there a way to fix this so messages are always in plain text in history window? I tried: Set( $MessageBoxRichText, 0); Set( $PreferRichText, 0); Set( $CheckMoreMSMailHeaders, 1); But it does not solve my problem. Thank you in advance, -- Marko Cupa? From xavier.reigner at sensile.com Thu Apr 25 05:13:24 2013 From: xavier.reigner at sensile.com (Xavier Reigner) Date: Thu, 25 Apr 2013 11:13:24 +0200 Subject: [rt-users] unowned tickets not showing? In-Reply-To: References: Message-ID: Hi Jok, It's seems to be related to the following : ---------- Forwarded message ---------- From: Kevin Falcone Date: 1 March 2013 19:09 Subject: Re: [rt-users] 10 Unowned tickets showing nothing To: rt-users at lists.bestpractical.com On Fri, Mar 01, 2013 at 04:49:17PM +0100, Diego Roccia wrote: > I've a problem with RT4's "N" newest unowned tickets: > If I don't have permission to see the system wide newest tickets, I won't see anything. > I mean, the system first extract the list, then decides if I have permission to see the tickets. Is there a way to fix this? You probably want to turn this config option on. http://bestpractical.com/rt/docs/latest/RT_Config.html#UseSQLForACLChecks It's going to be defaulted on for 4.2, and while it does perform weirdly in some rights configurations, it's almost certainly the fix you're looking for. -kevin On 24 April 2013 22:55, Jok Thuau wrote: > > List, > > I have a RT 4.0.6 on debian squeeze, with postgres as a backend (8.4) > running for a while now. I'm getting reports that *some* tickets, even > though the owner is set to "nobody", are not showing on the list of > unowned ticket for people. One of the users is "managing" the queue and > assigning ticket. She's got a few ticket she "found" by looking at "new" > tickets (from the list on the right of the main page), that are not > showing for her in the "unowned" tickets. My first thought was that she > had too many and the "missing" ones where just the 21st and 22nd tickets > on the main page. I was wrong. She showed me, she only has 5 tickets > listed as "unowned", and 2 more if you look at the all tickets in queue, > and those have owner set to "nobody". > > I'm a little confused as to how I can tackle the problem at this point. > Logs don't show much, the ticket is in there? there is only one "nobody" > user in the DB. Anybody seen this before? > > Thanks, > Jok > -- > | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Thu Apr 25 05:22:44 2013 From: g.mason at fairfx.com (saxmad) Date: Thu, 25 Apr 2013 02:22:44 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <517801DD.4080808@bestpractical.com> References: <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> Message-ID: <1366881764757-53610.post@n7.nabble.com> I tried setting up the database as Thomas suggested, and it certainly made a difference. However, I did get the following errors. Should I be worried by them, or can they be ignored, based on what I am trying to do ? Working with: Type: Pg Host: localhost Name: rtdb User: rtuser DBA: postgres Now creating a Pg database rtdb for RT. Done. Now inserting database ACLs. DBD::Pg::st execute failed: ERROR: relation "attachments_id_seq" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, line 1. DBD::Pg::st execute failed: ERROR: relation "attachments_id_seq" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, line 1. I carried on with importing my data and ran another upgrade. This time it got a lot further, but it still stopped early with the following text :- Processing 3.9.8 Now populating database schema. Now inserting data. [Thu Apr 25 09:20:33 2013] [warning]: DBD::Pg::db table_info failed: ERROR: column t.spclocation does not exist LINE 11: ...t(t.spcname) AS "pg_tablespace_name", quote_ident(t.spclocat... ^ at /usr/share/request-tracker4/etc/upgrade/3.9.8/content line 3. (/usr/share/request-tracker4/etc/upgrade/3.9.8/content:3) Couldn't finish 'upgrade' step. ERROR: One of initial functions failed: DBD::Pg::db table_info failed: ERROR: column t.spclocation does not exist LINE 11: ...t(t.spcname) AS "pg_tablespace_name", quote_ident(t.spclocat... ^ at /usr/share/request-tracker4/etc/upgrade/3.9.8/content line 3. What can I do to get the upgrade past this point ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53610.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Thu Apr 25 08:38:14 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 25 Apr 2013 16:38:14 +0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1366881764757-53610.post@n7.nabble.com> References: <20130418163538.GH54373@jibsheet.com> <1366713648108-53575.post@n7.nabble.com> <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> Message-ID: On Thu, Apr 25, 2013 at 1:22 PM, saxmad wrote: > I tried setting up the database as Thomas suggested, and it certainly made > a > difference. However, I did get the following errors. Should I be worried > by them, or can they be ignored, based on what I am trying to do ? > > No, they can not be ignored. What Thomas suggested just creates empty database and grants rights to rt_user, but it doesn't work as expected. ACL step doesn't grant rights as objects (tables, sequences, indexes...) are not there. What you can do is: 1) create database: rt-setup-database-4 --action create 2) upload data dump without privileges as DBA user into this new DB, see -x option of pg_dump. 3) create rt_user and grant him permissions: rt-setup-database-4 --action acl Your log should be clean of all DBD::Pg::st errors. > Working with: > Type: Pg > Host: localhost > Name: rtdb > User: rtuser > DBA: postgres > Now creating a Pg database rtdb for RT. > Done. > Now inserting database ACLs. > DBD::Pg::st execute failed: ERROR: relation "attachments_id_seq" does not > exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, > line > 1. > DBD::Pg::st execute failed: ERROR: relation "attachments_id_seq" does not > exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, > line > 1. > > I carried on with importing my data and ran another upgrade. This time it > got a lot further, but it still stopped early with the following text :- > > Processing 3.9.8 > Now populating database schema. > Now inserting data. > [Thu Apr 25 09:20:33 2013] [warning]: DBD::Pg::db table_info failed: ERROR: > column t.spclocation does not exist > LINE 11: ...t(t.spcname) AS "pg_tablespace_name", quote_ident(t.spclocat... > ^ at > /usr/share/request-tracker4/etc/upgrade/3.9.8/content line 3. > (/usr/share/request-tracker4/etc/upgrade/3.9.8/content:3) > Couldn't finish 'upgrade' step. > > ERROR: One of initial functions failed: DBD::Pg::db table_info failed: > ERROR: column t.spclocation does not exist > LINE 11: ...t(t.spcname) AS "pg_tablespace_name", quote_ident(t.spclocat... > ^ at > /usr/share/request-tracker4/etc/upgrade/3.9.8/content line 3. > > What can I do to get the upgrade past this point ? > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53610.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Apr 25 08:40:53 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 25 Apr 2013 16:40:53 +0400 Subject: [rt-users] Convert incoming html e-mail into plain text In-Reply-To: <20130425095649.12f4342a@kaa.mimar.rs> References: <20130425095649.12f4342a@kaa.mimar.rs> Message-ID: Hi, TrustHTMLAttachments option helps, but note that content is not filtered in any way. On Thu, Apr 25, 2013 at 11:56 AM, Marko Cupa? wrote: > 99% of my requesters submit requests by e-mail from Outlook. Quite > frequently they send a request which is very long (dozen or so of > forwards and replies between them before it actually hits rt). It > results in messages in history window which are too large to display > (even when MaxInlineBody is raised significantly). So, staff member > needs to click "download - text/html" link in order to read the request, > but it is then displayed as html in browser, making it almost > impossible to read. > > Is there a way to fix this so messages are always in plain text in > history window? I tried: > Set( $MessageBoxRichText, 0); > Set( $PreferRichText, 0); > Set( $CheckMoreMSMailHeaders, 1); > > But it does not solve my problem. > > Thank you in advance, > -- > Marko Cupa? > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sibi.john at ntkn.com Thu Apr 25 10:42:51 2013 From: sibi.john at ntkn.com (Sibi John) Date: Thu, 25 Apr 2013 09:42:51 -0500 (CDT) Subject: [rt-users] RT Global Scrip issue Message-ID: <264925156.448000.1366900971417.JavaMail.root@ntkn.com> Hey guys, I am running RT 3.8.8 and I am running into an issue with how scrips are handling transactions. In order to only selectively run certain global scrips on queues, I have enabled the plugin RT-Extension-QueueDeactivatedScrips. I get all my systems IT support email coming pre-filtered into a queue called IT. The first scrip that I call searches for all email headers for a spam tag. If that spam tag is found, that ticket is marked to go into the SPAM queue. Every global scrip is disabled in the SPAM queue and the ticket is resolved automatically. However since the initial email came into the IT queue, it still sees that transaction and applies the rest of global scrips to that ticket. One of the global scrips emails all the sysadmin staff resulting in spam tickets being delivered to our inboxes. I will be happy to provide transaction log details if needed. Why does RT not stop processing other global scrips in the IT queue, once it has been assigned a different queue ? How do you deal with something like this ? Is this a bug that has been fixed in future versions ? Is there a workaround around this ? John. From nareshbtech at yahoo.com Thu Apr 25 11:16:54 2013 From: nareshbtech at yahoo.com (naresh reddy) Date: Thu, 25 Apr 2013 08:16:54 -0700 (PDT) Subject: [rt-users] Fw: clone SpawnChildTicket In-Reply-To: <1366887373.85248.YahooMailNeo@web162106.mail.bf1.yahoo.com> References: <1366887292.31136.YahooMailNeo@web162102.mail.bf1.yahoo.com> <1366887373.85248.YahooMailNeo@web162106.mail.bf1.yahoo.com> Message-ID: <1366903014.47052.YahooMailNeo@web162106.mail.bf1.yahoo.com> ?Hi all I am trying to develop a proof of concept to my?company. I have?successfully?installed RT with inbound and?outbound?email facility.? I am trying to explore the plugin CHILD/PARTEN-DEPENDS relationships. i have installed the plugin. but when ever a child/depneded tickets is commented, I cannot see the comments copied back to the parent ticket. can you please suggest? Regards NARESH -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert at robertblackwell.com Thu Apr 25 12:02:12 2013 From: robert at robertblackwell.com (Robert Blackwell) Date: Thu, 25 Apr 2013 12:02:12 -0400 Subject: [rt-users] Anyone using the HTML5 audio tag to play wav files Message-ID: I am considering adding the HTML5 audio tag to tickets that have wav attachments. Is anyone already doing this and have a story to tell? I am considering adding something like this to html/Ticket/ShowAttachments %if($rev->ContentType eq 'audio/wav') { % my $link = RT->Config->Get('WebPath') . "/Ticket/Attachment/" . join "/", $rev->TransactionId, $rev->Id, $rev->Filename;