From markus.wildbolz at aon.at Sun Jun 1 16:00:52 2014 From: markus.wildbolz at aon.at (Markus Wildbolz) Date: Sun, 1 Jun 2014 22:00:52 +0200 Subject: [rt-users] Problem with WYSIWYG Editor in tickets References: Message-ID: Hi there! I have made a new installation of RT 4.2.4 on Debian 7. I now have the problem (in comparison to my old system running RT 4.0.1) that it is not possible to create a HTML-Table via the WYSIWYG interface. If i click the button, the screen is gray for a moment and nothing happens! Also, I cannot paste content from MS-Word via the appropriate button. Do you have any recommendations for my what i can check? Maybe I should notice, that I upgraded the database from my old system... Thanks in advance, Markus W. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sun Jun 1 16:04:28 2014 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 1 Jun 2014 16:04:28 -0400 Subject: [rt-users] SLA reporting In-Reply-To: References: <3006E03C40546E4691B39D27A01A16D09BA13295@DHREUSVXM03.danaher.org> Message-ID: On Sat, May 31, 2014 at 6:21 PM, Asif Iqbal wrote: > > > > On Fri, Feb 17, 2012 at 10:48 AM, Ruslan Zakirov > wrote: > >> Hi, >> >> There is a custom branch in the repository that makes a stab at >> calculating whether people met deadlines or not. It's not complete, >> > > > I could not find it under different branches of the github repo > https://github.com/bestpractical/rt > > Can you provide a link please? I need to generate sla report monthly > looks like this is the tree you were referring to. https://github.com/bestpractical/rt-extension-sla/tree/performance-stats I guess I could test it with RT 4.0.12? > > Thanks for your help > > > but it's a good start. This code walks history of a ticket and >> calculates whether configured deadlines were met or not. >> >> Your idea with crontool is bad. >> >> It's better to use scrips with on correspond and on resolve >> conditions. With this solution you get accurate statistics, but you >> get it late to react. > > >> On Fri, Feb 17, 2012 at 18:19, Soula, Christophe >> wrote: >> > Hi, >> > >> > >> > >> > We are using RT4.02 for our IT service Center with SLA module defining >> start >> > and due date (Response time and resolution time as defined in >> > RT_Siteconfig.pm). >> > >> > My concern right now is to find a way to report Performance against the >> SLA >> > at two level: >> > >> > - Response time >> > >> > - Resolution time >> > >> > >> > >> > The idea we have is to use rt-crontool to store into CF Request already >> late >> > in regards of response time and also in regards of resolution time >> > >> > >> > >> > For response time the query could be something like : Status = 'new' AND >> > TimeLeft > 0 >> > >> > For resolution time the query could be something like : TimeLeft > 0 >> AND ( >> > Status = 'open' OR Status = 'stalled' ) >> > >> > >> > >> > Now the idea is to set a specific hidden CF called LateResponse and >> > LateResolution with value 0 or 1 to keep a track of late response or >> late >> > resolution >> > >> > The solution to update the CF could be to use then bin/rt/ command line. >> > >> > >> > >> > And finally query directly the MySQL DB to get our report. >> > >> > >> > >> > Is there any other idea to create this report from your point of view >> > >> > >> > >> > thanks >> > >> > >> > Please be advised that this email may contain confidential information. >> If >> > you are not the intended recipient, please notify us by email by >> replying to >> > the sender and delete this message. The sender disclaims that the >> content of >> > this email constitutes an offer to enter into, or the acceptance of, any >> > agreement; provided that the foregoing does not invalidate the binding >> > effect of any digital or other electronic reproduction of a manual >> signature >> > that is included in any attachment. >> > >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * Boston ? March 5 & 6, 2012 >> >> >> >> -- >> Best regards, Ruslan. >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston March 5 & 6, 2012 > > > > > -- > 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? > > -- 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 Kevin.Curtis at farsite.com Mon Jun 2 04:48:03 2014 From: Kevin.Curtis at farsite.com (Kevin Curtis) Date: Mon, 2 Jun 2014 09:48:03 +0100 Subject: [rt-users] In Line Images in Emails In-Reply-To: <20140530163154.GE4943@easter-eggs.com> References: <20140530163154.GE4943@easter-eggs.com> Message-ID: Hi Emmanuel, Thanks for your reply. The test case for us was quite simple. We use Miscrosoft Office Outlook as the email client. 1) Create a ticket 2) The Ticket owner updates the ticket by sending an email to RT that has an inline image 3) RT sends an email to the Requestor and CC's that has been converted to plain text We believe that the plain text conversion was taking place in Transaction.pm here (highlighted): my $content; if ( my $content_obj = $self->ContentObj( $args{Type} ? ( Type => $args{Type} ) : () ) ) { $content = $content_obj->Content ||''; $RT::Logger->debug( "From Transaction.pm args{type} is ".$args{Type} ); $RT::Logger->debug( "but the detected object type of the content is ".$content_obj->ContentType ); if ( lc $content_obj->ContentType eq 'text/html' ) { # if ( 1 ) { $content =~ s/

--\s+
.*?$//s if $args{'Quote'}; if ($args{Type} ne 'text/html') { $RT::Logger->error( "In content type is html ".$args{Type} ); $content = RT::Interface::Email::ConvertHTMLToText($content); } } else { $content =~ s/\n-- \n.*?$//s if $args{'Quote'}; if ($args{Type} eq 'text/html') { # Extremely simple text->html converter $content =~ s/&/&/g; $content =~ s//>/g; $content = "

$content
"; } } } We also think that we have solved the issue with a modification as follows: my $all_parts = $self->Attachments; + while ( my $part = $all_parts->Next ) { +# $RT::Logger->debug("Detected a part in the multipart of type ".$part->ContentType); + if ( lc $part->ContentType eq 'text/html' ) { + return $part; + } + next; + } while ( my $part = $all_parts->Next ) { next unless RT::I18N::IsTextualContentType($part->ContentType) && $part->Content; # $RT::Logger->debug("Figured this part of type ".$part->ContentType." would do you"); return $part; } Could you confirm that this code change is appropriate. Regards Kevin Curtis FarSite Communications. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: 30 May 2014 17:32 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] In Line Images in Emails On Fri, May 30, 2014 at 11:57:22AM +0100, Kevin Curtis wrote: > > We have found that whenever RT receives an email that contains an inline > image (internally or externally), any emails that get sent out by RT (for > example to the CC list or the requestor or the owner) the email that gets > sent out has the text/html section stripped of any html formatting and the > text is encased in a
 .. 
block. html/body is stripped in RT::Transaction->Content, but not wrapped in
 ...



can you send more information (test case) for this problem?



>

>    There is not an image either.

>



The problem appears when the image is referenced as src="cid:...". There is a bug caused by the fact that RT changes multipart/related to multipart/mixed that breaks displaying of inline images.





I worked a bit on this but did not found a beautiful fix (as a template may makes reference to another Transaction content than the current one ...).



A quick fix is to hack RT::Transaction::Content so it looks for CIDs, then try to find corresponding images attachments in RT::Tickets->Attachments, then replaced the CID by src="data:image...".





--

Easter-eggs                              Sp?cialiste GNU/Linux

44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?

Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76

mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com

--

RT Training - Boston, September 9-10

http://bestpractical.com/training
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From elacour at easter-eggs.com  Mon Jun  2 05:07:26 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 2 Jun 2014 11:07:26 +0200
Subject: [rt-users] In Line Images in Emails
In-Reply-To: 
References: 
	<20140530163154.GE4943@easter-eggs.com>
	
Message-ID: <20140602090726.GD5070@easter-eggs.com>

On Mon, Jun 02, 2014 at 09:48:03AM +0100, Kevin Curtis wrote:
>    Hi Emmanuel,
> 
>    The test case for us was quite simple.? We use Miscrosoft Office Outlook
>    as the email client.
> 
>    ??? 1) Create a ticket
> 
>    ??? 2) The Ticket owner updates the ticket by sending an email to RT that
>    has
> 
>    ????? ?an inline image
> 
>    ??? 3) RT sends an email to the Requestor and CC?s that has been converted
>    to plain text
> 


So it looks that your Template that is used to send this email is not
using something like:


RT-Attach-Message: yes
Content-Type: text/html


[...]

{$Transaction->Content( Type => "text/html")}


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From Kevin.Curtis at farsite.com  Mon Jun  2 05:27:07 2014
From: Kevin.Curtis at farsite.com (Kevin Curtis)
Date: Mon, 2 Jun 2014 10:27:07 +0100
Subject: [rt-users] In Line Images in Emails
In-Reply-To: <20140602090726.GD5070@easter-eggs.com>
References: 
	<20140530163154.GE4943@easter-eggs.com>
	
	<20140602090726.GD5070@easter-eggs.com>
Message-ID: 

Hi,
    The Template for Correspondence is as you show below, as does the one for Transaction.  Is there another that I should check?


Regards

Kevin

-----Original Message-----
From: Emmanuel Lacour [mailto:elacour at easter-eggs.com] 
Sent: 02 June 2014 10:07
To: Kevin Curtis
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] In Line Images in Emails

On Mon, Jun 02, 2014 at 09:48:03AM +0100, Kevin Curtis wrote:
>    Hi Emmanuel,
> 
>    The test case for us was quite simple.? We use Miscrosoft Office Outlook
>    as the email client.
> 
>    ??? 1) Create a ticket
> 
>    ??? 2) The Ticket owner updates the ticket by sending an email to RT that
>    has
> 
>    ????? ?an inline image
> 
>    ??? 3) RT sends an email to the Requestor and CC?s that has been converted
>    to plain text
> 


So it looks that your Template that is used to send this email is not using something like:


RT-Attach-Message: yes
Content-Type: text/html


[...]

{$Transaction->Content( Type => "text/html")}


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com

From elacour at easter-eggs.com  Mon Jun  2 06:02:44 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 2 Jun 2014 12:02:44 +0200
Subject: [rt-users] In Line Images in Emails
In-Reply-To: 
References: 
	<20140530163154.GE4943@easter-eggs.com>
	
	<20140602090726.GD5070@easter-eggs.com>
	
Message-ID: <20140602100243.GF5070@easter-eggs.com>

On Mon, Jun 02, 2014 at 10:27:07AM +0100, Kevin Curtis wrote:
> Hi,
>     The Template for Correspondence is as you show below, as does the one for Transaction.  Is there another that I should check?
> 


and your scrip is really using this template or the non-html one?

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From Kevin.Curtis at farsite.com  Mon Jun  2 06:14:27 2014
From: Kevin.Curtis at farsite.com (Kevin Curtis)
Date: Mon, 2 Jun 2014 11:14:27 +0100
Subject: [rt-users] In Line Images in Emails
In-Reply-To: <20140602100243.GF5070@easter-eggs.com>
References: 
	<20140530163154.GE4943@easter-eggs.com>
	
	<20140602090726.GD5070@easter-eggs.com>
	
	<20140602100243.GF5070@easter-eggs.com>
Message-ID: 

Yes I believe so.
For example, scrip 12 references the Template Correspondence.  And that template is using text/html.

I note that there is a "Correspondence" and a "Correspondence in HTML" template and both appear to be the same.  I did read that there is a script to convert text/pain templates to text/html templates, does it do anything else that might be significant?  I am not sure if that script has been run or if the Templates were changes manually.  Does the Global/Templates list normally show the "Template" and the "Template in HTML" entries?


Regards

Kevin


-----Original Message-----
From: Emmanuel Lacour [mailto:elacour at easter-eggs.com] 
Sent: 02 June 2014 11:03
To: Kevin Curtis
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] In Line Images in Emails

On Mon, Jun 02, 2014 at 10:27:07AM +0100, Kevin Curtis wrote:
> Hi,
>     The Template for Correspondence is as you show below, as does the one for Transaction.  Is there another that I should check?
> 


and your scrip is really using this template or the non-html one?

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From landsbeyond at googlemail.com  Mon Jun  2 07:18:56 2014
From: landsbeyond at googlemail.com (Keith Macpherson)
Date: Mon, 02 Jun 2014 12:18:56 +0100
Subject: [rt-users] Problem with WYSIWYG Editor in tickets
In-Reply-To: 
References: 
	
Message-ID: <538C5DA0.2030304@googlemail.com>

Markus Wildbolz wrote, On 01/06/2014 21:00:
> Problem with WYSIWYG Editor in tickets
>
> I have made a new installation of RT 4.2.4 on Debian 7.
> I now have the problem (in comparison to my old system running RT
> 4.0.1) that it is not possible to create a HTML-Table via the WYSIWYG
> interface. If i click the button, the screen is gray for a moment and
> nothing happens!
> Also, I cannot paste content from MS-Word via the appropriate button.
>

Sounds like you are experiencing similar issues I have with the CKEditor
element. Alex commented last week that there are some fixes scheduled
for inclusion in the 4.2.5 update which may be in rc1 this week. I'd
suggest waiting for that update.

Cheers,
Keith

> Do you have any recommendations for my what i can check?
>
> Maybe I should notice, that I upgraded the database from my old system...
>
>
>
> Thanks in advance,
>
> Markus W.
>
>
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From cloos at netcologne.de  Mon Jun  2 08:44:14 2014
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 02 Jun 2014 14:44:14 +0200
Subject: [rt-users] creating tickets with CF values without
	ModifyCustomField right
Message-ID: <538C719E.6070202@netcologne.de>

Hi,

is it possible to create tickets with CF values for users that don't
have the ModifyCustomField right?
Currently if fails with "Permission Denied" in
RT::CustomField->AddValueForObject().

We have some users that use the RT WebUI to create tickets and must
enter on ticket create some CF values.
The same users also have ShowTicket (and ShowQueue) right to get later
some informations about the ticket history.
This users are don't allowed to change CF values later on the tickets,
so I can't give them the ModifyCustomField right.

It is also not obvious that you have to grant users the
ModifyCustomField right to be able to create tickets with CF values, as
they want to *Create* values and not *Modify* values.
As there isn't an CreateCustomField(Values) right I think at least for
ticket create it would be better if SeeCustomField would be sufficient
to create tickets with CF values.

Chris


From elacour at easter-eggs.com  Mon Jun  2 09:21:17 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 2 Jun 2014 15:21:17 +0200
Subject: [rt-users] creating tickets with CF values without
 ModifyCustomField right
In-Reply-To: <538C719E.6070202@netcologne.de>
References: <538C719E.6070202@netcologne.de>
Message-ID: <20140602132117.GJ5070@easter-eggs.com>

On Mon, Jun 02, 2014 at 02:44:14PM +0200, Christian Loos wrote:
> Hi,
> 
> is it possible to create tickets with CF values for users that don't
> have the ModifyCustomField right?
> Currently if fails with "Permission Denied" in
> RT::CustomField->AddValueForObject().
> 
> We have some users that use the RT WebUI to create tickets and must
> enter on ticket create some CF values.
> The same users also have ShowTicket (and ShowQueue) right to get later
> some informations about the ticket history.
> This users are don't allowed to change CF values later on the tickets,
> so I can't give them the ModifyCustomField right.
> 
> It is also not obvious that you have to grant users the
> ModifyCustomField right to be able to create tickets with CF values, as
> they want to *Create* values and not *Modify* values.
> As there isn't an CreateCustomField(Values) right I think at least for
> ticket create it would be better if SeeCustomField would be sufficient
> to create tickets with CF values.
> 

Indeed there is only See/Modify customfield rights (not "set").

That's a known feature request:
http://issues.bestpractical.com/Ticket/Display.html?id=14974

that is still unimplemented  ... a patch may help this feature to be present in a 4.4 release i suppose ;)

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From tamas.szep at govcert.hu  Mon Jun  2 09:35:25 2014
From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=)
Date: Mon, 02 Jun 2014 15:35:25 +0200
Subject: [rt-users] RT and IR version comparison
Message-ID: <538C7D9D.6030404@govcert.hu>

Hello,

is there a documentation about the differences between RT (and IR
plugin) versions?

I need to report:
1. the functions of RT 3.0.12 and 4.0.20
2. the functions of IR plugin 1.0.5 and 3.0.2

In other words I would like to compare them in functionality and I need
the basic function list of RT and IR (what functions does this ticketing
system have).


Thanks,

Tamas Szep
GovCERT-Hungary


From falcone at bestpractical.com  Mon Jun  2 10:48:24 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 2 Jun 2014 10:48:24 -0400
Subject: [rt-users] Problem with WYSIWYG Editor in tickets
In-Reply-To: <538C5DA0.2030304@googlemail.com>
References: 
	
	<538C5DA0.2030304@googlemail.com>
Message-ID: <20140602144824.GN64805@jibsheet.com>

On Mon, Jun 02, 2014 at 12:18:56PM +0100, Keith Macpherson wrote:
>    Markus Wildbolz wrote, On 01/06/2014 21:00:
> 
>      I have made a new installation of RT 4.2.4 on Debian 7.
>      I now have the problem (in comparison to my old system running RT 4.0.1) that it is not
>      possible to create a HTML-Table via the WYSIWYG interface. If i click the button, the screen
>      is gray for a moment and nothing happens!
>      Also, I cannot paste content from MS-Word via the appropriate button.
> 
>    Sounds like you are experiencing similar issues I have with the CKEditor element. Alex
>    commented last week that there are some fixes scheduled for inclusion in the 4.2.5 update
>    which may be in rc1 this week. I'd suggest waiting for that update.

RC1 was released last week.  Reports of successes or failures are
useful.

http://www.gossamer-threads.com/lists/rt/devel/123459

-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  Mon Jun  2 12:01:31 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 2 Jun 2014 12:01:31 -0400
Subject: [rt-users] rt-importer doesn't keep scrips-queues bindings
In-Reply-To: <53897B36.1070305@supelec.fr>
References: <5eff-53897500-3-653e8600@58071621> <53897B36.1070305@supelec.fr>
Message-ID: <20140602160131.GO64805@jibsheet.com>

On Sat, May 31, 2014 at 08:48:22AM +0200, Thibault Le Meur wrote:
> Le 31/05/2014 08:22, Thibault Le Meur a ?crit :
> >   
> > On Friday, May 30, 2014 18:11 CEST, Kevin Falcone  wrote:
> >   
> >> I believe you're running into this
> >> http://issues.bestpractical.com/Ticket/Display.html?id=29949
> > Thanks for your answer.
> > This ticket is about objectscrips not serialized. However, in my case, scrips  are correctly exported and imported into my new DB, only the bindings are missing.
> 
> My mistake, this ticket is exactly about my problem, but I'm not used to 
> the mobile version of RT and didn't read the history, just the summary.
> 
> I'll try the proposed patch then.

For anyone reading the archives, there is a second part of the patch
discovered during review.

It's better to test 4.2.5rc1 than the patch
http://www.gossamer-threads.com/lists/rt/devel/123459

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: 

From markus.wildbolz at aon.at  Mon Jun  2 13:56:01 2014
From: markus.wildbolz at aon.at (Markus Wildbolz)
Date: Mon, 2 Jun 2014 19:56:01 +0200
Subject: [rt-users] Problem with WYSIWYG Editor in tickets
References: <538C5DA0.2030304@googlemail.com>
	<20140602144824.GN64805@jibsheet.com>
Message-ID: 

You are great. The update to 4.2.5rc1 definitely solved my problems!

Thanks for the quick response!


Greetings from Austria,
Markus


-----Urspr?ngliche Nachricht-----
Von: Kevin Falcone [mailto:falcone at bestpractical.com]
Gesendet: Mo 02.06.2014 16:48
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Problem with WYSIWYG Editor in tickets
 
On Mon, Jun 02, 2014 at 12:18:56PM +0100, Keith Macpherson wrote:
>    Markus Wildbolz wrote, On 01/06/2014 21:00:
> 
>      I have made a new installation of RT 4.2.4 on Debian 7.
>      I now have the problem (in comparison to my old system running RT 4.0.1) that it is not
>      possible to create a HTML-Table via the WYSIWYG interface. If i click the button, the screen
>      is gray for a moment and nothing happens!
>      Also, I cannot paste content from MS-Word via the appropriate button.
> 
>    Sounds like you are experiencing similar issues I have with the CKEditor element. Alex
>    commented last week that there are some fixes scheduled for inclusion in the 4.2.5 update
>    which may be in rc1 this week. I'd suggest waiting for that update.

RC1 was released last week.  Reports of successes or failures are
useful.

http://www.gossamer-threads.com/lists/rt/devel/123459

-kevin

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jim.pollard at mail.utexas.edu  Mon Jun  2 14:52:48 2014
From: jim.pollard at mail.utexas.edu (Pollard, James R)
Date: Mon, 2 Jun 2014 18:52:48 +0000
Subject: [rt-users] remote sql server w/ ssl RT make upgrade-database
 problem
In-Reply-To: <20140530202333.GM64805@jibsheet.com>
References: 
	<20140530202333.GM64805@jibsheet.com>
Message-ID: <7a54bb3d6c7543c1a0b571903c6fd419@CO2PR06MB636.namprd06.prod.outlook.com>

Got it.  Hopefully this will be much more useful:

/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action upgrade --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect
to your  mysql instance on mysqldb02.company.site (port '') as root
Please specify that user's database password below. If the user has no
database
password, just press return.

Password: 
Working with:
Type:   mysql
Host:   mysqldb02.company.site
Port:
Name:   database_rt4
User:   username
DBA:    root
Enter RT version you're upgrading from: 
Going to apply following upgrades:
* 4.2.2
* 4.2.4

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]:
[32426] [Mon Jun  2 18:26:23 2014] [warning]: DBI
connect('dbname=database_rt4;host=mysqldb02.company.site','username',...)
failed: Access denied for user 'username'@'RT.webhost.companysite' (using
password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm li
ne 105. (/usr/local/share/perl5/Carp.pm:168)
[32426] [Mon Jun  2 18:26:23 2014] [critical]: Connect Failed Access denied
for user 'username'@'RT.webhost.companysite' (using password: YES)
 at /home/admin/rt-4.2.4/sbin/../lib/RT.pm line 212.
(/home/admin/rt-4.2.4/sbin/../lib/RT.pm:393)
Connect Failed Access denied for user 'username'@'RT.webhost.companysite'
(using password: YES)
 at /home/admin/rt-4.2.4/sbin/../lib/RT.pm line 212.
make: *** [upgrade-database] Error 255

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of Kevin Falcone
Sent: Friday, May 30, 2014 3:24 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] remote sql server w/ ssl RT make upgrade-database
problem

On Thu, May 29, 2014 at 03:29:23PM +0000, Pollard, James R wrote:
>    Trying to upgrade from RT 4.2.1 to 4.2.4 with a remote SSL required
Mysql server.  I've had
>    the current version working fine for months by modifying
/opt/rt/lib/RT/Handle.pm as such,
>    where ++ denotes added lines.

This seems like the sort of thing that could be contributed to core,
assuming it worked on upgrades...

>    I have already run make upgrade, copied my changes to Handle.pm and
verified that the
>    connection works using the web interface.  Make upgrade-database fails
however saying "access
>    denied for  (using password: YES)"

Unfortunately, you cut the important parts, seeing the connection details
printed by make upgrade-database and which step bailed out, since there are
schema changes *and* content changes.

>    2.       Do a manual database upgrade using a manual connection via
mysql -D .... Etc. etc.

Not possible, since there are changes that require RT to execute perl code
in those (and future) upgrade steps.

I assume you're tripping over RT trying to get a privileged handle for
schema changes and failing somewhere.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 6204 bytes
Desc: not available
URL: 

From bparish at cognex.com  Mon Jun  2 16:46:52 2014
From: bparish at cognex.com (Parish, Brent)
Date: Mon, 2 Jun 2014 16:46:52 -0400
Subject: [rt-users] creating tickets with CF values without
 ModifyCustomField right
In-Reply-To: <20140602132117.GJ5070@easter-eggs.com>
References: <538C719E.6070202@netcologne.de>
	<20140602132117.GJ5070@easter-eggs.com>
Message-ID: <6265B2EB12D194469B958F2E703D81831F68123CB5@viper.pc.cognex.com>

We have this same problem here.
If you don't want to wait for the feature request to be implemented, here is one way around it:

I ended up creating a second set (copy) of the custom fields. 
I named them the same thing, but with an underscore character appended.
(e.g. If the custom field is called "Application" the second/copy custom field would be called "Application_")

Then I gave 'everyone' the right to edit "Application_" but not "Application".
I created a scrip that fires on Ticket Create that looks for all custom fields with the underscore appended and copies them to the custom field of the same name (but without the underscore).  The same scrip also moves the ticket to the appropriate queue.

In this way, the users can now create new tickets and set the initial values of the custom fields.  But once the ticket has been created (thanks to the scrip), it is moved into the proper queue and the users do not have rights to change the custom field values there.

Since this 'general' queue needs to have both sets of custom fields applied to it (so the scrip can copy values from one set to the next), I also had to customize the Self Service screen to hide the custom fields that did not have the underscore appended (otherwise the user get confused seeing two copies of [almost] the exact same field name).  

Just an option that seems to work well for us.  =)

- Brent



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: Monday, June 02, 2014 9:21 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] creating tickets with CF values without ModifyCustomField right

On Mon, Jun 02, 2014 at 02:44:14PM +0200, Christian Loos wrote:
> Hi,
> 
> is it possible to create tickets with CF values for users that don't 
> have the ModifyCustomField right?
> Currently if fails with "Permission Denied" in 
> RT::CustomField->AddValueForObject().
> 
> We have some users that use the RT WebUI to create tickets and must 
> enter on ticket create some CF values.
> The same users also have ShowTicket (and ShowQueue) right to get later 
> some informations about the ticket history.
> This users are don't allowed to change CF values later on the tickets, 
> so I can't give them the ModifyCustomField right.
> 
> It is also not obvious that you have to grant users the 
> ModifyCustomField right to be able to create tickets with CF values, 
> as they want to *Create* values and not *Modify* values.
> As there isn't an CreateCustomField(Values) right I think at least for 
> ticket create it would be better if SeeCustomField would be sufficient 
> to create tickets with CF values.
> 

Indeed there is only See/Modify customfield rights (not "set").

That's a known feature request:
http://issues.bestpractical.com/Ticket/Display.html?id=14974

that is still unimplemented  ... a patch may help this feature to be present in a 4.4 release i suppose ;)

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com
--
RT Training - Boston, September 9-10
http://bestpractical.com/training


From andrew at emptyness.net  Tue Jun  3 01:15:40 2014
From: andrew at emptyness.net (sinical)
Date: Mon, 2 Jun 2014 22:15:40 -0700 (PDT)
Subject: [rt-users] Calculate values in charts by percent
In-Reply-To: <1401105634576-57497.post@n7.nabble.com>
References: <1401105634576-57497.post@n7.nabble.com>
Message-ID: <1401772540566-57575.post@n7.nabble.com>

Did you find a solution to this? I too would be interested in a percentage
calculator



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Calculate-values-in-charts-by-percent-tp57497p57575.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From guadagnino.cristiano at creval.it  Tue Jun  3 02:43:14 2014
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 3 Jun 2014 06:43:14 +0000
Subject: [rt-users] Ticket replies not going to another queue
In-Reply-To: <20140530195246.GK64805@jibsheet.com>
References: <5388808E.5090803@creval.it>
	<20140530144519.GH64805@jibsheet.com>	<53889F30.3040304@creval.it>
	<20140530195246.GK64805@jibsheet.com>
Message-ID: <538D6F23.7060908@creval.it>

Kevin Falcone ha scritto:
> On Fri, May 30, 2014 at 03:07:05PM +0000, Guadagnino Cristiano wrote:
>>> While we understand this use case (and in fact have developed code for
>>> users who needed to be able to email other RT queues from inside RT):
>> Is this something you have developed under a paid contract or is it part
>> of the standard RT? If so, I may have missed something.
> It is something we have delivered to customers and has not seen a
> public release.  Before public release, it would require refactorings
> to make supporting it in future releases easier and there has not been
> sufficient clamor nor support for it.
>
> -kevin

Oh, ok thank you.
Please add my +1 to this.

Bye
Cris


From cloos at netcologne.de  Tue Jun  3 06:18:17 2014
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 03 Jun 2014 12:18:17 +0200
Subject: [rt-users] creating tickets with CF values without
	ModifyCustomField right
In-Reply-To: <6265B2EB12D194469B958F2E703D81831F68123CB5@viper.pc.cognex.com>
References: <538C719E.6070202@netcologne.de>	<20140602132117.GJ5070@easter-eggs.com>
	<6265B2EB12D194469B958F2E703D81831F68123CB5@viper.pc.cognex.com>
Message-ID: <538DA0E9.2010603@netcologne.de>

Am 02.06.2014 22:46, schrieb Parish, Brent:
> We have this same problem here.
> If you don't want to wait for the feature request to be implemented, here is one way around it:
> 
> I ended up creating a second set (copy) of the custom fields. 
> I named them the same thing, but with an underscore character appended.
> (e.g. If the custom field is called "Application" the second/copy custom field would be called "Application_")
> 
> Then I gave 'everyone' the right to edit "Application_" but not "Application".
> I created a scrip that fires on Ticket Create that looks for all custom fields with the underscore appended and copies them to the custom field of the same name (but without the underscore).  The same scrip also moves the ticket to the appropriate queue.
> 
> In this way, the users can now create new tickets and set the initial values of the custom fields.  But once the ticket has been created (thanks to the scrip), it is moved into the proper queue and the users do not have rights to change the custom field values there.
> 
> Since this 'general' queue needs to have both sets of custom fields applied to it (so the scrip can copy values from one set to the next), I also had to customize the Self Service screen to hide the custom fields that did not have the underscore appended (otherwise the user get confused seeing two copies of [almost] the exact same field name).  
> 
> Just an option that seems to work well for us.  =)
> 
> - Brent

I think for you situation there is a much simpler solution without
duplicate custom fields:
Grant Everyone SeeCustomField on the custom field level and
ModifyCustomField on the queue level only for the queue where the ticket
is created.
If the user create the ticket they have the ModifyCustomField from the
queue level. If you then move the ticket to the right queue they have
only SeeCustomField from the custom field level.

I will think about if the "ticket create in one queue and then move to
another queue" will fit in my needs.


As we actually use a custom form within RT to create the ticket there is
a much simpler solution to allow users with SeeCustomField to set custom
field values on ticket create. Attached a patch.

This patch isn't enough if you use the built-in ticket create form, as
Elements/EditCustomFields limit the custom fields to which the user has
ModifyCustomField right.
To fix this you have to inspect in Elements/EditCustomFields the request
path and if it's '/Ticket/Create.html' then limit the custom fields by
SeeCustomField right otherwiese limit by ModifyCustomField right.

May one of the RT developers can have a look on this suggestions if this
would fit for inclusion in RT 4.4.

Also it should be discussed if SeeCustomField is sufficient to create
tickets with custom field values or if a new right
SetCustomFieldValuesOnCreate should be introduced.

Chris
-------------- next part --------------
A non-text attachment was scrubbed...
Name: CustomField.pm.patch
Type: text/x-patch
Size: 596 bytes
Desc: not available
URL: 

From martiniano.brito at dans.knaw.nl  Tue Jun  3 10:06:04 2014
From: martiniano.brito at dans.knaw.nl (martiniano)
Date: Tue, 3 Jun 2014 07:06:04 -0700 (PDT)
Subject: [rt-users] NotifyActor doesn't work anymore
Message-ID: <1401804364179-57579.post@n7.nabble.com>

hello all,

my problem is that my notifyactor doesn't work anymore.
the first time i used it, it worked and everytime there was a change or a
new ticket we would get an email.
but now it does't do anything.
this is the way i configured it in RT_SiteConfig.pm

*#notifyactor
Set($NotifyActor, 1);
*

the strange thing was that when it stopped working it changed to
*Set($NotifyActor, 0);*
i changed it to 1 but now it doesn't do anything.
does anybody know what to do here... i've tried almost everything.

kind regards,

martiniano 



--
View this message in context: http://requesttracker.8502.n7.nabble.com/NotifyActor-doesn-t-work-anymore-tp57579.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From bparish at cognex.com  Tue Jun  3 15:37:00 2014
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 3 Jun 2014 15:37:00 -0400
Subject: [rt-users] creating tickets with CF values without
	ModifyCustomField right
In-Reply-To: <538DA0E9.2010603@netcologne.de>
References: <538C719E.6070202@netcologne.de>
	<20140602132117.GJ5070@easter-eggs.com>
	<6265B2EB12D194469B958F2E703D81831F68123CB5@viper.pc.cognex.com>
	<538DA0E9.2010603@netcologne.de>
Message-ID: <6265B2EB12D194469B958F2E703D81831F6812441D@viper.pc.cognex.com>

Thanks, Chris!
I appreciate the detailed response and suggestions

I suspect you are quite right and for at least some of the custom fields, your way would be a much better/easier solution!

To be honest, I don't think I had considered (or even knew about?) being able to control custom field permissions on BOTH the custom field level AND queue level.

The one thing that might cause me problems is that at least one of the fields should not be viewable by the requestors once it is in the new queue.  It's sort of a priority field, and we don't want them to know if their priority gets downgraded.  Since it seems that it's an all-or-nothing to see custom fields on the queue level, then I don't have the option to hide some fields but allow them to see others.

In any case, I'm definitely going to test your idea for at least some of the fields we have here!

Thanks,
Brent

 

-----Original Message-----
From: Christian Loos [mailto:cloos at netcologne.de] 
Sent: Tuesday, June 03, 2014 6:18 AM
To: rt-users at lists.bestpractical.com
Cc: Parish, Brent; elacour at easter-eggs.com
Subject: Re: creating tickets with CF values without ModifyCustomField right

Am 02.06.2014 22:46, schrieb Parish, Brent:
> We have this same problem here.
> If you don't want to wait for the feature request to be implemented, here is one way around it:
> 
> I ended up creating a second set (copy) of the custom fields. 
> I named them the same thing, but with an underscore character appended.
> (e.g. If the custom field is called "Application" the second/copy 
> custom field would be called "Application_")
> 
> Then I gave 'everyone' the right to edit "Application_" but not "Application".
> I created a scrip that fires on Ticket Create that looks for all custom fields with the underscore appended and copies them to the custom field of the same name (but without the underscore).  The same scrip also moves the ticket to the appropriate queue.
> 
> In this way, the users can now create new tickets and set the initial values of the custom fields.  But once the ticket has been created (thanks to the scrip), it is moved into the proper queue and the users do not have rights to change the custom field values there.
> 
> Since this 'general' queue needs to have both sets of custom fields applied to it (so the scrip can copy values from one set to the next), I also had to customize the Self Service screen to hide the custom fields that did not have the underscore appended (otherwise the user get confused seeing two copies of [almost] the exact same field name).  
> 
> Just an option that seems to work well for us.  =)
> 
> - Brent

I think for you situation there is a much simpler solution without duplicate custom fields:
Grant Everyone SeeCustomField on the custom field level and ModifyCustomField on the queue level only for the queue where the ticket is created.
If the user create the ticket they have the ModifyCustomField from the queue level. If you then move the ticket to the right queue they have only SeeCustomField from the custom field level.

I will think about if the "ticket create in one queue and then move to another queue" will fit in my needs.


As we actually use a custom form within RT to create the ticket there is a much simpler solution to allow users with SeeCustomField to set custom field values on ticket create. Attached a patch.

This patch isn't enough if you use the built-in ticket create form, as Elements/EditCustomFields limit the custom fields to which the user has ModifyCustomField right.
To fix this you have to inspect in Elements/EditCustomFields the request path and if it's '/Ticket/Create.html' then limit the custom fields by SeeCustomField right otherwiese limit by ModifyCustomField right.

May one of the RT developers can have a look on this suggestions if this would fit for inclusion in RT 4.4.

Also it should be discussed if SeeCustomField is sufficient to create tickets with custom field values or if a new right SetCustomFieldValuesOnCreate should be introduced.

Chris


From adam.thomas at sgs.com  Tue Jun  3 15:52:13 2014
From: adam.thomas at sgs.com (AdamThomas)
Date: Tue, 3 Jun 2014 12:52:13 -0700 (PDT)
Subject: [rt-users] Mass email creating Tickets
Message-ID: <1401825133289-57582.post@n7.nabble.com>

Hi Guys I am fairly new to this RT stuff but a question I have is about
scrips. I need a way to stop a ticket from being created when the email
address provided is on a mass email. I have an email address which is used
for users to send in a ticket, but the email is also on a countrywide
distribution list which HR, Health and safety, etc use, everytime they send
a mass email to everyone it creates a ticket in my RT. In my scrips I am
able to change statuses depending on queues etc but when writing a scrip to
sort this out I am stuck.

I figure if I am able to say "Email was sent to more than one person"
therefore update status to "deleted".

However, I am unsure on how to do such a thing. Any ideas?

Thanks 



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Mass-email-creating-Tickets-tp57582.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From jwitts at queenmargarets.com  Tue Jun  3 16:49:48 2014
From: jwitts at queenmargarets.com (Jon Witts)
Date: Tue, 3 Jun 2014 20:49:48 +0000
Subject: [rt-users] Mass email creating Tickets
In-Reply-To: <1401825133289-57582.post@n7.nabble.com>
References: <1401825133289-57582.post@n7.nabble.com>
Message-ID: <666A663D6FC1A341A7DC24F236265B418B7745EA@JUPITER.qms.n-yorks.sch.uk>

Would it not be easier to remove your queue email from the distribution list; or am missing something?

Jon

Sent from my Android phone using TouchDown (www.nitrodesk.com)

-----Original Message-----
From: AdamThomas [adam.thomas at sgs.com]
Received: Tuesday, 03 Jun 2014, 20:52
To: rt-users at lists.bestpractical.com [rt-users at lists.bestpractical.com]
Subject: [rt-users] Mass email creating Tickets

Hi Guys I am fairly new to this RT stuff but a question I have is about
scrips. I need a way to stop a ticket from being created when the email
address provided is on a mass email. I have an email address which is used
for users to send in a ticket, but the email is also on a countrywide
distribution list which HR, Health and safety, etc use, everytime they send
a mass email to everyone it creates a ticket in my RT. In my scrips I am
able to change statuses depending on queues etc but when writing a scrip to
sort this out I am stuck.

I figure if I am able to say "Email was sent to more than one person"
therefore update status to "deleted".

However, I am unsure on how to do such a thing. Any ideas?

Thanks



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Mass-email-creating-Tickets-tp57582.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training - Boston, September 9-10
http://bestpractical.com/training



This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Adam.Thomas at sgs.com  Tue Jun  3 17:01:37 2014
From: Adam.Thomas at sgs.com (Thomas, Adam (Lakefield))
Date: Tue, 3 Jun 2014 17:01:37 -0400
Subject: [rt-users] Mass email creating Tickets
Message-ID: 

I have already tried that but the administrator is giving a hard time about it :/


Sent from Samsung Mobile



-------- Original message --------
From: Jon Witts 
Date: 06-03-2014 4:49 PM (GMT-05:00)
To: rt-users at lists.bestpractical.com,"Thomas, Adam (Lakefield)" 
Subject: RE: [rt-users] Mass email creating Tickets


Would it not be easier to remove your queue email from the distribution list; or am missing something?

Jon

Sent from my Android phone using TouchDown (www.nitrodesk.com)

-----Original Message-----
From: AdamThomas [adam.thomas at sgs.com]
Received: Tuesday, 03 Jun 2014, 20:52
To: rt-users at lists.bestpractical.com [rt-users at lists.bestpractical.com]
Subject: [rt-users] Mass email creating Tickets

Hi Guys I am fairly new to this RT stuff but a question I have is about
scrips. I need a way to stop a ticket from being created when the email
address provided is on a mass email. I have an email address which is used
for users to send in a ticket, but the email is also on a countrywide
distribution list which HR, Health and safety, etc use, everytime they send
a mass email to everyone it creates a ticket in my RT. In my scrips I am
able to change statuses depending on queues etc but when writing a scrip to
sort this out I am stuck.

I figure if I am able to say "Email was sent to more than one person"
therefore update status to "deleted".

However, I am unsure on how to do such a thing. Any ideas?

Thanks



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Mass-email-creating-Tickets-tp57582.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training - Boston, September 9-10
http://bestpractical.com/training



This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net


Information in this email and any attachments is confidential and
intended solely for the use of the individual(s) to whom it is addressed
or otherwise directed. Please note that any views or opinions presented
in this email are solely those of the author and do not necessarily
represent those of the Company.
Finally, the recipient should check this email and any attachments for
the presence of viruses. The Company accepts no liability for any damage
caused by any virus transmitted by this email.
All SGS services are rendered in accordance with the applicable SGS
conditions of service available on request and accessible at
http://www.sgs.com/en/Terms-and-Conditions.aspx

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From andrius.kulbis at gmail.com  Wed Jun  4 01:54:52 2014
From: andrius.kulbis at gmail.com (andkulb)
Date: Tue, 3 Jun 2014 22:54:52 -0700 (PDT)
Subject: [rt-users] remote sql server w/ ssl RT make upgrade-database
	problem
In-Reply-To: 
References: 
Message-ID: <1401861292194-57585.post@n7.nabble.com>

I had the same problem.

As I find out the update-database task was trying to connect to the DB using
root user, which I don't have access to instead of my RT database user. The
upgrade-database was asking for password, but it did not asked for a user
which should be used. So made a change in /sbin/rt-setup-database:

my $dba_user = my_rt_database_user_name.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/remote-sql-server-w-ssl-RT-make-upgrade-database-problem-tp57521p57585.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From aaron.mccarthy at southwestern.ie  Wed Jun  4 10:49:47 2014
From: aaron.mccarthy at southwestern.ie (Aaron McCarthy)
Date: Wed, 4 Jun 2014 07:49:47 -0700 (PDT)
Subject: [rt-users] How to assign tickets to a queue based on email address
 AND subject line?
Message-ID: <1401893387348-57586.post@n7.nabble.com>

Hi all,

I am currently trying to sort tickets into a specific queue based on a
specific email address AND subject line. I know some of you will mention
Procmail or some other MDA. I wish to do this with just a perl scrip.

I have assigned tickets to queues based on email address and I have assigned
tickets to queues based on subject lines. However I cannot assign the ticket
to a queue based on a specific email address and subject line together.

Here is the code I am working on. Please help if you can.

my $requestor_address = $self->TicketObj->RequestorAddresses;
my $requestor_subject = $self->TicketObj->Subject;
my $specfic_user = 'ian\.kennedy\@hotmail\.com';
my $specific_subject = 'Help';
my $target_queue_name = 'Argus';

# if the ticket email address matches
if ($requestor_address == $specfic_user) {
        
        # if the ticket email subject matches
        unless ($requestor_subject != $specific_subject) {
        
                # Set the ticket queue
    my ($status, $msg) = $self->TicketObj->SetQueue( $target_queue_name );
        }
}


Many thanks,

Aaron



--
View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-assign-tickets-to-a-queue-based-on-email-address-AND-subject-line-tp57586.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From aaron.mccarthy at southwestern.ie  Wed Jun  4 10:53:11 2014
From: aaron.mccarthy at southwestern.ie (Aaron McCarthy)
Date: Wed, 4 Jun 2014 07:53:11 -0700 (PDT)
Subject: [rt-users] How to assign tickets to a queue based on email address
 AND subject line?
Message-ID: <1401893591549-57587.post@n7.nabble.com>

Hi all, 

I am currently trying to sort tickets into a specific queue based on a
specific email address AND subject line. I know some of you will mention
Procmail or some other MDA. I wish to do this with just a perl scrip. 

I have assigned tickets to queues based on email address and I have assigned
tickets to queues based on subject lines. However I cannot assign the ticket
to a queue based on a specific email address and subject line together. 

Here is the code I am working on. Please help if you can. 

my $requestor_address = $self->TicketObj->RequestorAddresses; 
my $requestor_subject = $self->TicketObj->Subject; 
my $specific_user = 'ian\.kennedy\@hotmail\.com'; 
my $specific_subject = 'Help'; 
my $target_queue_name = 'Argus'; 

# if the ticket email address matches 
if ($requestor_address == $specific_user) { 
        
        # if the ticket email subject matches 
        if ($requestor_subject == $specific_subject) { 
        
                # Set the ticket queue 
    my ($status, $msg) = $self->TicketObj->SetQueue( $target_queue_name ); 
        } 
} 


Many thanks, 

Aaron  




--
View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-assign-tickets-to-a-queue-based-on-email-address-AND-subject-line-tp57587.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From Kevin.Curtis at farsite.com  Wed Jun  4 11:53:37 2014
From: Kevin.Curtis at farsite.com (Kevin Curtis)
Date: Wed, 4 Jun 2014 16:53:37 +0100
Subject: [rt-users] Problems with ! in html format emails
In-Reply-To: 
References: 
	
Message-ID: 

Hi,
    In case anyone else comes across this same problem (and I can't see why we should be the only users affected, I am sure that other RT installations must be processing emails from MS Office Outlook clients!), I have solved the issue for out particular case.

If this is a real problem it would be nice to have the fix in a future release of RT, so should I report it as a bug?

In the end I incorporated the solution into RescueOutlook as follows:

sub RescueOutlook {
    my $self = shift;
    my $mime = $self->Entity();

    return unless $mime && $self->LooksLikeMSEmail($mime);

    my $text_part;
    my $html_part;
    my $retval = 0;

    my $tmp = $mime->head->get('Content-Type');
    $RT::Logger->debug("Header content type $tmp");

    if ( $mime->head->get('Content-Type') =~ m{multipart/related} ) {
        $RT::Logger->debug("processing multipart/related");
        my $first = $mime->parts(0);
      $tmp = $first->head->get('Content-Type');
        $RT::Logger->debug($tmp);

        if ( $first->head->get('Content-Type') =~ m{multipart/alternative} )
        {
        $RT::Logger->debug("processing related/alternative");
            my $inner_first = $first->parts(0);
            if ( $inner_first->head->get('Content-Type') =~ m{text/plain} )
            {
                $RT::Logger->debug("releated/alternative/plain");
                $text_part = $inner_first;
            }
            $inner_first = $first->parts(1);
            if ( $inner_first->head->get('Content-Type') =~ m{text/html} )
            {
                $RT::Logger->debug("releated/alternative/html");
                $html_part = $inner_first;
            }
        }
    }
    elsif ( $mime->head->get('Content-Type') =~ m{multipart/mixed} ) {
        $RT::Logger->debug("processing multipart/mixed");
        my $first = $mime->parts(0);
        if ( $first->head->get('Content-Type') =~ m{multipart/alternative} )
        {
        $RT::Logger->debug("processing multipart/alternative");
            my $inner_first = $first->parts(0);
            if ( $inner_first->head->get('Content-Type') =~ m{text/plain} )
            {
                $RT::Logger->debug("mixex/alternative/plain");
                $text_part = $inner_first;
            }
            $inner_first = $first->parts(1);
            if ( $inner_first->head->get('Content-Type') =~ m{text/html} )
            {
                $RT::Logger->debug("multipart/alternative/html");
                $html_part = $inner_first;
            }
        }
    }
    elsif ( $mime->head->get('Content-Type') =~ m{multipart/alternative} ) {
        my $first = $mime->parts(0);
        if ( $first->head->get('Content-Type') =~ m{text/plain} ) {
        $RT::Logger->debug("alternative/plain");
            $text_part = $first;
        }
      $first = $mime->parts(1);
            if ( $first->head->get('Content-Type') =~ m{text/html} )
            {
                $RT::Logger->debug("alternative/html");
                $html_part = $first;
            }
    }

    # Add base64 since we've seen examples of double newlines with
    # this type too. Need an example of a multi-part base64 to
    # handle that permutation if it exists.
    elsif ( $mime->head->get('Content-Transfer-Encoding') =~ m{base64} ) {
        $text_part = $mime;    # Assuming single part, already decoded.
    }

    if ($text_part) {
        # use the unencoded string
        my $content = $text_part->bodyhandle->as_string;
        if ( $content =~ s/\n\n/\n/g ) {

            # Outlook puts a space on extra newlines, remove it
            $content =~ s/\ +$//mg;

            # only write only if we did change the content
            if ( my $io = $text_part->open("w") ) {
                $io->print($content);
                $io->close;
                $RT::Logger->debug(
                    "Removed extra newlines from MS Outlook message.");
                $retval = 1;
            }
            else {
                $RT::Logger->error("Can't write to body to fix newlines");
            }
        }
    }
    else
    {
      $RT::Logger->debug("No text_part to fix newlines");
    }

    if ($html_part) {
        # use the unencoded string
        my $html_content = $html_part->bodyhandle->as_string;
        if ( $html_content =~ s//\n/g ) {
            # only write only if we did change the content
            if ( my $io = $html_part->open("w") ) {
                $io->print($html_content);
                $io->close;
                $RT::Logger->debug(
                    "Added linebreaks to Outlook message.");
                $retval = 1;
            }
            else {
                $RT::Logger->error("Can't write to html body to add linebreaks");
            }
        }
    }
    else
    {
      $RT::Logger->debug("No html_part to add line breaks");
    }

    return $retval;
}

Regards

Kevin

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Curtis
Sent: 30 May 2014 17:18
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems with ! in html format emails

Hi,
    I am sorry I just noticed that this question didn't have a proper Subject, which I have now added.


Regards

Kevin Curtis
FarSite Communications


From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Curtis
Sent: 29 May 2014 15:05
To: rt-users at lists.bestpractical.com
Subject: [rt-users] (no subject)

Hi,
    I have searched hard for the answer to this one, but haven't seen it yet, maybe someone can point me in the right direction.

We have RT version 4.2.1 installed on Ubuntu 12.04.  The main mailbox is on a Windows Exchange server, and we use fetchmail to get the mail every minute or so.  Mail sent by RT goes through sendmail.

We use RT as a Ticket handling tool for customer problems.  Our inhouse support staff use Office Outlook version 12.  The email client composes html formatted email.

The problem that I have spent the last week trying to solve is that the emails sent out have an exclamation marks "!" inserted into them at various places.

Now I have tracked down that the sendmail tool is doing this because some of the lines are longer than the maximum line length supported by SMTP (990 characters).

And I have also tracked down that the Office Outlook email client is creating the long lines when html is chosen as the message format.  (It doesn't appear to be a problem with rtf or plain text).

I know the problem isn't in RT itself, but our configuration must so typical of many RT installations that I can't believe that we are the first to see this problem, and that there isn't a solution already out there somewhere.  If someone knows what it is then I'd be pleased to hear it.

I am not an expert in any of the component parts (fetchmail, sendmail or RT), but it seemed to me the best place to try and solve the issue was in the fetchmail/mailgate interface.  So I have added a new method to EmailParser.pm.

I have used the RescueOutlook method as a template and I have tried to break lines (using the perl Text::Wrap) but this doesn't seem to be doing the job.  It looks like what I really need to do is process just the text/html section of the email and be a bit more intelligent about where the line breaks are placed.  At the moment it's just if the line is greater than 132 characters.

It's been quite a steep learning curve this week!  And it looks like it will take me a long time to get this fixed using the method I have chosen.  I hope that there is already a fix.

Thanks in Advance

Kevin Curtis
Farsite Communications.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From florin at andrei.myip.org  Wed Jun  4 14:30:03 2014
From: florin at andrei.myip.org (Florin Andrei)
Date: Wed, 04 Jun 2014 11:30:03 -0700
Subject: [rt-users] temporarily disable HTML scrubbing
Message-ID: 

Using RT-4.2.4

Is there a way to temporarily disable HTML scrubbing completely?

I am having trouble enabling the tags and attributes that will allow me 
to display correctly formatted text in tickets. The text is a table, 
copied into MS Outlook. I've managed to display the table by including a 
few things in /opt/rt4/local/lib/RT/Interface/Web_Local.pm

package HTML::Mason::Commands;
# Let tables through
push @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH);
1;

But the inside of the cells contains text highlighted with a yellow 
background, which is not showing in the ticket. Also, the table border 
is missing.

I'd like to temporarily disable scrubbing, just to see if what I want to 
do is possible at all.


-- 
Florin Andrei
http://florin.myip.org/


From Jason.Hubbard at circles.com  Wed Jun  4 14:38:09 2014
From: Jason.Hubbard at circles.com (Hubbard, Jason)
Date: Wed, 4 Jun 2014 14:38:09 -0400
Subject: [rt-users] Problems with ! in html format emails
In-Reply-To: 
References: 
	
	
Message-ID: <544EEBF0406B7E44A9CDA315DD768F0F0D2E8624@CHEEXCHANGE.circles.local>

Hi Kevin, it sounds like you have an issue with your Outlook client
configuration, maybe a standard signature your company uses or some
configuration pushed by GP or your build is causing it.  We use Outlook
as our mail client and HTML is our standard format.  We have never seen
any issues like this.

 

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
Behalf Of Kevin Curtis
Sent: Wednesday, June 04, 2014 11:54 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems with ! in html format emails

 

Hi,

    In case anyone else comes across this same problem (and I can't see
why we should be the only users affected, I am sure that other RT
installations must be processing emails from MS Office Outlook
clients!), I have solved the issue for out particular case.

 

If this is a real problem it would be nice to have the fix in a future
release of RT, so should I report it as a bug?

 

In the end I incorporated the solution into RescueOutlook as follows:

 

sub RescueOutlook {

    my $self = shift;

    my $mime = $self->Entity();

 

    return unless $mime && $self->LooksLikeMSEmail($mime);

 

    my $text_part;

    my $html_part;

    my $retval = 0;

 

    my $tmp = $mime->head->get('Content-Type');

    $RT::Logger->debug("Header content type $tmp");

 

    if ( $mime->head->get('Content-Type') =~ m{multipart/related} ) {

        $RT::Logger->debug("processing multipart/related");

        my $first = $mime->parts(0);

      $tmp = $first->head->get('Content-Type');

        $RT::Logger->debug($tmp);

 

        if ( $first->head->get('Content-Type') =~
m{multipart/alternative} )

        {

        $RT::Logger->debug("processing related/alternative");

            my $inner_first = $first->parts(0);

            if ( $inner_first->head->get('Content-Type') =~
m{text/plain} )

            {

                $RT::Logger->debug("releated/alternative/plain");

                $text_part = $inner_first;

            }

            $inner_first = $first->parts(1);

            if ( $inner_first->head->get('Content-Type') =~ m{text/html}
)

            {

                $RT::Logger->debug("releated/alternative/html");

                $html_part = $inner_first;

            }

        }

    }

    elsif ( $mime->head->get('Content-Type') =~ m{multipart/mixed} ) {

        $RT::Logger->debug("processing multipart/mixed");

        my $first = $mime->parts(0);

        if ( $first->head->get('Content-Type') =~
m{multipart/alternative} )

        {

        $RT::Logger->debug("processing multipart/alternative");

            my $inner_first = $first->parts(0);

            if ( $inner_first->head->get('Content-Type') =~
m{text/plain} )

            {

                $RT::Logger->debug("mixex/alternative/plain");

                $text_part = $inner_first;

            }

            $inner_first = $first->parts(1);

            if ( $inner_first->head->get('Content-Type') =~ m{text/html}
)

            {

                $RT::Logger->debug("multipart/alternative/html");

                $html_part = $inner_first;

            }

        }

    }

    elsif ( $mime->head->get('Content-Type') =~ m{multipart/alternative}
) {

        my $first = $mime->parts(0);

        if ( $first->head->get('Content-Type') =~ m{text/plain} ) {

        $RT::Logger->debug("alternative/plain");

            $text_part = $first;

        }

      $first = $mime->parts(1);

            if ( $first->head->get('Content-Type') =~ m{text/html} )

            {

                $RT::Logger->debug("alternative/html");

                $html_part = $first;

            }

    }

 

    # Add base64 since we've seen examples of double newlines with

    # this type too. Need an example of a multi-part base64 to

    # handle that permutation if it exists.

    elsif ( $mime->head->get('Content-Transfer-Encoding') =~ m{base64} )
{

        $text_part = $mime;    # Assuming single part, already decoded.

    }

 

    if ($text_part) {

        # use the unencoded string

        my $content = $text_part->bodyhandle->as_string;

        if ( $content =~ s/\n\n/\n/g ) {

 

            # Outlook puts a space on extra newlines, remove it

            $content =~ s/\ +$//mg;

 

            # only write only if we did change the content

            if ( my $io = $text_part->open("w") ) {

                $io->print($content);

                $io->close;

                $RT::Logger->debug(

                    "Removed extra newlines from MS Outlook message.");

                $retval = 1;

            }

            else {

                $RT::Logger->error("Can't write to body to fix
newlines");

            }

        }

    }

    else

    {

      $RT::Logger->debug("No text_part to fix newlines");

    }

 

    if ($html_part) {

        # use the unencoded string

        my $html_content = $html_part->bodyhandle->as_string;

        if ( $html_content =~ s//\n/g ) {

            # only write only if we did change the content

            if ( my $io = $html_part->open("w") ) {

                $io->print($html_content);

                $io->close;

                $RT::Logger->debug(

                    "Added linebreaks to Outlook message.");

                $retval = 1;

            }

            else {

                $RT::Logger->error("Can't write to html body to add
linebreaks");

            }

        }

    }

    else

    {

      $RT::Logger->debug("No html_part to add line breaks");

    }

 

    return $retval;

}

 

Regards

 

Kevin

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
Behalf Of Kevin Curtis
Sent: 30 May 2014 17:18
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems with ! in html format emails

 

Hi,

    I am sorry I just noticed that this question didn't have a proper
Subject, which I have now added.

 

 

Regards

 

Kevin Curtis

FarSite Communications

 

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
Behalf Of Kevin Curtis
Sent: 29 May 2014 15:05
To: rt-users at lists.bestpractical.com
Subject: [rt-users] (no subject)

 

Hi,

    I have searched hard for the answer to this one, but haven't seen it
yet, maybe someone can point me in the right direction.

 

We have RT version 4.2.1 installed on Ubuntu 12.04.  The main mailbox is
on a Windows Exchange server, and we use fetchmail to get the mail every
minute or so.  Mail sent by RT goes through sendmail.

 

We use RT as a Ticket handling tool for customer problems.  Our inhouse
support staff use Office Outlook version 12.  The email client composes
html formatted email.

 

The problem that I have spent the last week trying to solve is that the
emails sent out have an exclamation marks "!" inserted into them at
various places.

 

Now I have tracked down that the sendmail tool is doing this because
some of the lines are longer than the maximum line length supported by
SMTP (990 characters).

 

And I have also tracked down that the Office Outlook email client is
creating the long lines when html is chosen as the message format.  (It
doesn't appear to be a problem with rtf or plain text).

 

I know the problem isn't in RT itself, but our configuration must so
typical of many RT installations that I can't believe that we are the
first to see this problem, and that there isn't a solution already out
there somewhere.  If someone knows what it is then I'd be pleased to
hear it.

 

I am not an expert in any of the component parts (fetchmail, sendmail or
RT), but it seemed to me the best place to try and solve the issue was
in the fetchmail/mailgate interface.  So I have added a new method to
EmailParser.pm.

 

I have used the RescueOutlook method as a template and I have tried to
break lines (using the perl Text::Wrap) but this doesn't seem to be
doing the job.  It looks like what I really need to do is process just
the text/html section of the email and be a bit more intelligent about
where the line breaks are placed.  At the moment it's just if the line
is greater than 132 characters.  

 

It's been quite a steep learning curve this week!  And it looks like it
will take me a long time to get this fixed using the method I have
chosen.  I hope that there is already a fix.

 

Thanks in Advance

 

Kevin Curtis

Farsite Communications.

 


------------------------------------------------------------------------------This message contains information that may be confidential and proprietary.  Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.  If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.
==============================================================================
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alexmv at bestpractical.com  Wed Jun  4 14:55:56 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 04 Jun 2014 14:55:56 -0400
Subject: [rt-users] temporarily disable HTML scrubbing
In-Reply-To: 
References: 
Message-ID: <538F6BBC.8030506@bestpractical.com>

On 06/04/2014 02:30 PM, Florin Andrei wrote:
> Is there a way to temporarily disable HTML scrubbing completely?

https://metacpan.org/pod/RT::Extension::PermissiveHTMLMail

 - Alex


From florin at andrei.myip.org  Wed Jun  4 15:14:31 2014
From: florin at andrei.myip.org (Florin Andrei)
Date: Wed, 04 Jun 2014 12:14:31 -0700
Subject: [rt-users] temporarily disable HTML scrubbing
In-Reply-To: <538F6BBC.8030506@bestpractical.com>
References: 
	<538F6BBC.8030506@bestpractical.com>
Message-ID: <87f37123986e254f44bde0dc8f867429@andrei.myip.org>

On 2014-06-04 11:55, Alex Vandiver wrote:
> On 06/04/2014 02:30 PM, Florin Andrei wrote:
>> Is there a way to temporarily disable HTML scrubbing completely?
> 
> https://metacpan.org/pod/RT::Extension::PermissiveHTMLMail

Fantastic! This extension solved my problem. There was no need to enable 
$AllowDangerousHTML, the extension works out of the box without it. Now 
those pesky formatted Outlook emails are displayed correctly, and 
everyone is very pleased with the way RT works now.

Thank you.

-- 
Florin Andrei
http://florin.myip.org/


From florin at andrei.myip.org  Wed Jun  4 15:33:47 2014
From: florin at andrei.myip.org (Florin Andrei)
Date: Wed, 04 Jun 2014 12:33:47 -0700
Subject: [rt-users] when replying to ticket,
 quoted text has newlines removed (it's all a single paragraph)
Message-ID: 

Using RT-4.2.4

A new ticket is created. Some replies are added to it by various people. 
I am trying to reply to the latest correspondence added. I hit the Reply 
link and the rich text editor opens up, with the previous reply quoted 
already.

The thing is, the previous reply has several paragraphs in original, 
whereas when it's quoted in the editor, it's all jumbled into a huge 
single paragraph. It's like the editor strips away all the newlines from 
it.

This did not happen in 4.0.5

What can I do to fix it?

-- 
Florin Andrei
http://florin.myip.org/


From lists at lolling.org  Wed Jun  4 20:21:19 2014
From: lists at lolling.org (Lists)
Date: Wed, 04 Jun 2014 19:21:19 -0500
Subject: [rt-users] RT Database pruning before moving to new server
Message-ID: <538FB7FF.9070402@lolling.org>

Hi,

I am new to the RT lists as well as new to the administration of the RT 
product.  My company has used RT for many years but was maintained by 
another admin.

I have been asked to upgrade our RT system from version 3.8.1 running on 
CentOS 5.9 to version 4.2.4 running on CentOS 6.5.

Our current RT3 database is over 18 gigs and I was told that our admins 
have never pruned or purged any of the old data.  Are there any 
utilities or scripts in RT that I can use to purge old data cleanly or 
is all of that done directly through the database, ie mysql in my case?

Thanks,

Dave


From alex at peters.net  Wed Jun  4 22:37:40 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 5 Jun 2014 12:37:40 +1000
Subject: [rt-users] combine Correspond and Resolve scrips?
Message-ID: 

A default RT installation has scrips to send correspondence to requestors,
and to send an email to requestors indicating that their ticket has been
resolved.

I'd like to combine the two in a way such that the "resolution" email also
includes the correspondence entered as part of the resolving transaction.

To achieve this, I have modified the "Resolved" template to also contain
the transaction's content.

This works as desired with two exceptions:

   1. Hitting Resolve in the RT web interface, changing Comment to
   Correspond, typing a message and submitting results in two emails being
   sent to the requestor: one with just the correspondence, and another with
   the "resolved" message and the same correspondence.  I'd prefer only one
   email to be sent.

   2. When resolving a ticket without comment, the "resolved" email is sent
   containing the message "this transaction appears to have no content," which
   I'd like to avoid.

Essentially I guess I want to do these two things:

   1. Make the Correspond scrip only fire if the transaction (or
   transaction batch?) isn't also resolving or rejecting the ticket.

   2. Modify the Resolved template to not output the "appears to have no
   content" message if the transaction (batch?) doesn't include a
   correspondence element.

What is the most appropriate way to do these?  Can it all be achieved using
scrips and templates alone?

I suppose one option might be to place a conditional "does transaction
(batch?) include ticket resolution" element into the Correspondence
template and remove the Resolved template altogether, but if it is, I'm not
entirely sure how to implement this.

Clarification on whether corresponding and resolving at the same time is
considered a single transaction or a batch would also be gratefully
received.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Kevin.Curtis at farsite.com  Thu Jun  5 06:26:54 2014
From: Kevin.Curtis at farsite.com (Kevin Curtis)
Date: Thu, 5 Jun 2014 11:26:54 +0100
Subject: [rt-users] Problems with ! in html format emails
In-Reply-To: <544EEBF0406B7E44A9CDA315DD768F0F0D2E8624@CHEEXCHANGE.circles.local>
References: 
	
	
	<544EEBF0406B7E44A9CDA315DD768F0F0D2E8624@CHEEXCHANGE.circles.local>
Message-ID: 

Hi Jason,
    Thanks for the response.  The "!" characters are being inserted (with a space as well) by sendmail.  Is that the MTA that you are using?

I kind of agree that that it could be a configuration issue somewhere, but the "where" is difficult to track down.  Everything looks ok.

We have two other problems that I haven't seen any reference to either in the mailing list:

1)      Inline images not displayed in emails sent out by rt, because they had been converted to text

2)      Not being able to make an attachment when replying to correspondence through the GUI

All of these things are pretty noticeable, so it must be something unique with our installation.

It has been quite a frustrating few weeks.


Regards

Kevin

From: Hubbard, Jason [mailto:Jason.Hubbard at circles.com]
Sent: 04 June 2014 19:38
To: Kevin Curtis; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Problems with ! in html format emails

Hi Kevin, it sounds like you have an issue with your Outlook client configuration, maybe a standard signature your company uses or some configuration pushed by GP or your build is causing it.  We use Outlook as our mail client and HTML is our standard format.  We have never seen any issues like this.


From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Curtis
Sent: Wednesday, June 04, 2014 11:54 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems with ! in html format emails

Hi,
    In case anyone else comes across this same problem (and I can't see why we should be the only users affected, I am sure that other RT installations must be processing emails from MS Office Outlook clients!), I have solved the issue for out particular case.

If this is a real problem it would be nice to have the fix in a future release of RT, so should I report it as a bug?

In the end I incorporated the solution into RescueOutlook as follows:

sub RescueOutlook {
    my $self = shift;
    my $mime = $self->Entity();

    return unless $mime && $self->LooksLikeMSEmail($mime);

    my $text_part;
    my $html_part;
    my $retval = 0;

    my $tmp = $mime->head->get('Content-Type');
    $RT::Logger->debug("Header content type $tmp");

    if ( $mime->head->get('Content-Type') =~ m{multipart/related} ) {
        $RT::Logger->debug("processing multipart/related");
        my $first = $mime->parts(0);
      $tmp = $first->head->get('Content-Type');
        $RT::Logger->debug($tmp);

        if ( $first->head->get('Content-Type') =~ m{multipart/alternative} )
        {
        $RT::Logger->debug("processing related/alternative");
            my $inner_first = $first->parts(0);
            if ( $inner_first->head->get('Content-Type') =~ m{text/plain} )
            {
                $RT::Logger->debug("releated/alternative/plain");
                $text_part = $inner_first;
            }
            $inner_first = $first->parts(1);
            if ( $inner_first->head->get('Content-Type') =~ m{text/html} )
            {
                $RT::Logger->debug("releated/alternative/html");
                $html_part = $inner_first;
            }
        }
    }
    elsif ( $mime->head->get('Content-Type') =~ m{multipart/mixed} ) {
        $RT::Logger->debug("processing multipart/mixed");
        my $first = $mime->parts(0);
        if ( $first->head->get('Content-Type') =~ m{multipart/alternative} )
        {
        $RT::Logger->debug("processing multipart/alternative");
            my $inner_first = $first->parts(0);
            if ( $inner_first->head->get('Content-Type') =~ m{text/plain} )
            {
                $RT::Logger->debug("mixex/alternative/plain");
                $text_part = $inner_first;
            }
            $inner_first = $first->parts(1);
            if ( $inner_first->head->get('Content-Type') =~ m{text/html} )
            {
                $RT::Logger->debug("multipart/alternative/html");
                $html_part = $inner_first;
            }
        }
    }
    elsif ( $mime->head->get('Content-Type') =~ m{multipart/alternative} ) {
        my $first = $mime->parts(0);
        if ( $first->head->get('Content-Type') =~ m{text/plain} ) {
        $RT::Logger->debug("alternative/plain");
            $text_part = $first;
        }
      $first = $mime->parts(1);
            if ( $first->head->get('Content-Type') =~ m{text/html} )
            {
                $RT::Logger->debug("alternative/html");
                $html_part = $first;
            }
    }

    # Add base64 since we've seen examples of double newlines with
    # this type too. Need an example of a multi-part base64 to
    # handle that permutation if it exists.
    elsif ( $mime->head->get('Content-Transfer-Encoding') =~ m{base64} ) {
        $text_part = $mime;    # Assuming single part, already decoded.
    }

    if ($text_part) {
        # use the unencoded string
        my $content = $text_part->bodyhandle->as_string;
        if ( $content =~ s/\n\n/\n/g ) {

            # Outlook puts a space on extra newlines, remove it
            $content =~ s/\ +$//mg;

            # only write only if we did change the content
            if ( my $io = $text_part->open("w") ) {
                $io->print($content);
                $io->close;
                $RT::Logger->debug(
                    "Removed extra newlines from MS Outlook message.");
                $retval = 1;
            }
            else {
                $RT::Logger->error("Can't write to body to fix newlines");
            }
        }
    }
    else
    {
      $RT::Logger->debug("No text_part to fix newlines");
    }

    if ($html_part) {
        # use the unencoded string
        my $html_content = $html_part->bodyhandle->as_string;
        if ( $html_content =~ s//\n/g ) {
            # only write only if we did change the content
            if ( my $io = $html_part->open("w") ) {
                $io->print($html_content);
                $io->close;
                $RT::Logger->debug(
                    "Added linebreaks to Outlook message.");
                $retval = 1;
            }
            else {
                $RT::Logger->error("Can't write to html body to add linebreaks");
            }
        }
    }
    else
    {
      $RT::Logger->debug("No html_part to add line breaks");
    }

    return $retval;
}

Regards

Kevin

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Curtis
Sent: 30 May 2014 17:18
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems with ! in html format emails

Hi,
    I am sorry I just noticed that this question didn't have a proper Subject, which I have now added.


Regards

Kevin Curtis
FarSite Communications


From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Curtis
Sent: 29 May 2014 15:05
To: rt-users at lists.bestpractical.com
Subject: [rt-users] (no subject)

Hi,
    I have searched hard for the answer to this one, but haven't seen it yet, maybe someone can point me in the right direction.

We have RT version 4.2.1 installed on Ubuntu 12.04.  The main mailbox is on a Windows Exchange server, and we use fetchmail to get the mail every minute or so.  Mail sent by RT goes through sendmail.

We use RT as a Ticket handling tool for customer problems.  Our inhouse support staff use Office Outlook version 12.  The email client composes html formatted email.

The problem that I have spent the last week trying to solve is that the emails sent out have an exclamation marks "!" inserted into them at various places.

Now I have tracked down that the sendmail tool is doing this because some of the lines are longer than the maximum line length supported by SMTP (990 characters).

And I have also tracked down that the Office Outlook email client is creating the long lines when html is chosen as the message format.  (It doesn't appear to be a problem with rtf or plain text).

I know the problem isn't in RT itself, but our configuration must so typical of many RT installations that I can't believe that we are the first to see this problem, and that there isn't a solution already out there somewhere.  If someone knows what it is then I'd be pleased to hear it.

I am not an expert in any of the component parts (fetchmail, sendmail or RT), but it seemed to me the best place to try and solve the issue was in the fetchmail/mailgate interface.  So I have added a new method to EmailParser.pm.

I have used the RescueOutlook method as a template and I have tried to break lines (using the perl Text::Wrap) but this doesn't seem to be doing the job.  It looks like what I really need to do is process just the text/html section of the email and be a bit more intelligent about where the line breaks are placed.  At the moment it's just if the line is greater than 132 characters.

It's been quite a steep learning curve this week!  And it looks like it will take me a long time to get this fixed using the method I have chosen.  I hope that there is already a fix.

Thanks in Advance

Kevin Curtis
Farsite Communications.


------------------------------------------------------------------------------This message contains information that may be confidential and proprietary.  Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.  If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.

==============================================================================
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From gustavo.gasparrini at nixe.com  Thu Jun  5 09:50:20 2014
From: gustavo.gasparrini at nixe.com (Gustavo Gasparrini)
Date: Thu, 5 Jun 2014 10:50:20 -0300 (ART)
Subject: [rt-users] Why are Asset #'s so naked?
In-Reply-To: <20140522202950.GE3497@jibsheet.com>
References: 
	<20140522202950.GE3497@jibsheet.com>
Message-ID: <538177447.678553.1401976220867.JavaMail.zimbra@nixe.com>

Hi, Al.

We made some changes to the Create Ticket form, where you can search assets by name or description, filtered by a Status (you have to put which Status to filter in a variable in RT_SiteConfig.pm file) and a Catalog that have to have the same name than the queue.
If you want, I can send it to you, but without any warranty, because we need to normalize the development.
I can send you the files that you have to replace for a specific RT version. They are only 3 files.

Regards,
Gustavo


Gustavo Gasparrini | NIXE S.R.L. 
IT Systems General Manager 
+54(11)4383-7831 
http://www.nixe.com 

----- Mensaje original -----
De: "Kevin Falcone" 
Para: rt-users at lists.bestpractical.com
Enviados: Jueves, 22 de Mayo 2014 17:29:50
Asunto: Re: [rt-users] Why are Asset #'s so naked?

On Sun, May 18, 2014 at 11:47:43PM -0400, Al Joslin wrote:
>       Why in the world am I required to know an Asset's Number in
>       order to use/link it ? Why are there no searching options that
>       result in linkage ? Why do I have to find the Asset, write it's
>       number on a sticky note and then go to another screen where I
>       then enter that number ? I would love to get the FindAsset
>       portlet into the Ticket/Create.html -- but there seems to be no
>       option for that in the RT_Config.

I believe most people using it are navigating to the Asset and then
using Action -> Create linked ticket.

I suspect you also want to set AssetQueues
http://bestpractical.com/docs/assets/1.01/Assets_Config.html#AssetQueues

-kevin

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training


From bparish at cognex.com  Thu Jun  5 11:04:32 2014
From: bparish at cognex.com (Parish, Brent)
Date: Thu, 5 Jun 2014 11:04:32 -0400
Subject: [rt-users] RT Database pruning before moving to new server
In-Reply-To: <538FB7FF.9070402@lolling.org>
References: <538FB7FF.9070402@lolling.org>
Message-ID: <6265B2EB12D194469B958F2E703D81831F684098A3@viper.pc.cognex.com>

I'm interested to hear from everyone too, as one of these days I hope to drop out some unnecessary attachments from the database.

One thing that I found in our environment is that the sessions table was absolutely huge and accounted for more than 80% of our database size.

You can use the sbin/rt-clean-sessions script to help prune that if you find that your sessions table is also very large.

If you are migrating to another database server, you can also leave out the sessions table.  
For example, with MySQL:
mysqldump -u$RootDBuser -p$RootDBpassword -h$DBhost rt4 --ignore-table rt4.sessions > db_backup.sql
(or just truncate it after importing into the new server)

- Brent



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lists
Sent: Wednesday, June 04, 2014 8:21 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT Database pruning before moving to new server

Hi,

I am new to the RT lists as well as new to the administration of the RT product.  My company has used RT for many years but was maintained by another admin.

I have been asked to upgrade our RT system from version 3.8.1 running on CentOS 5.9 to version 4.2.4 running on CentOS 6.5.

Our current RT3 database is over 18 gigs and I was told that our admins have never pruned or purged any of the old data.  Are there any utilities or scripts in RT that I can use to purge old data cleanly or is all of that done directly through the database, ie mysql in my case?

Thanks,

Dave
--
RT Training - Boston, September 9-10
http://bestpractical.com/training


From Jason.Hubbard at circles.com  Thu Jun  5 11:49:26 2014
From: Jason.Hubbard at circles.com (Hubbard, Jason)
Date: Thu, 5 Jun 2014 11:49:26 -0400
Subject: [rt-users] Problems with ! in html format emails
In-Reply-To: 
References: 
	
	
	<544EEBF0406B7E44A9CDA315DD768F0F0D2E8624@CHEEXCHANGE.circles.local>
	
Message-ID: <544EEBF0406B7E44A9CDA315DD768F0F0D2E871E@CHEEXCHANGE.circles.local>

Hi Kevin,

 

Sorry to hear that it's been frustrating (I've been there).

 

We use Send mail for emails sent by RT.  We use fetchmail to get
messages from our Exchange environment and push them to RT.

 

Our sendmail config is vanilla as well as most of our RT config.  We are
sending html mail from RT using HTML in the templates.  I haven't tried
to insert inline images but I would imagine that it could be done in the
template.

 

I would try looking at outlook to discover why it is creating lines
longer than 990 characters when html is the format.  It shouldn't do
this by default.  Also if your mail is processed by another MTA before
it reaches RT that could be adding the extra lines as well.  The content
of the long lines should give some clue as to where they are coming
from, ie. a standard disclaimer added to outgoing emails, standard
signature added to every message by a mail delivery agent between
outlook and Exchange, etc.

 

 

 

From: Kevin Curtis [mailto:Kevin.Curtis at farsite.com] 
Sent: Thursday, June 05, 2014 6:27 AM
To: Hubbard, Jason; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Problems with ! in html format emails

 

Hi Jason,

    Thanks for the response.  The "!" characters are being inserted
(with a space as well) by sendmail.  Is that the MTA that you are using?

 

I kind of agree that that it could be a configuration issue somewhere,
but the "where" is difficult to track down.  Everything looks ok.

 

We have two other problems that I haven't seen any reference to either
in the mailing list:

1)      Inline images not displayed in emails sent out by rt, because
they had been converted to text

2)      Not being able to make an attachment when replying to
correspondence through the GUI

 

All of these things are pretty noticeable, so it must be something
unique with our installation.

 

It has been quite a frustrating few weeks.

 

 

Regards

 

Kevin

 

From: Hubbard, Jason [mailto:Jason.Hubbard at circles.com] 
Sent: 04 June 2014 19:38
To: Kevin Curtis; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Problems with ! in html format emails

 

Hi Kevin, it sounds like you have an issue with your Outlook client
configuration, maybe a standard signature your company uses or some
configuration pushed by GP or your build is causing it.  We use Outlook
as our mail client and HTML is our standard format.  We have never seen
any issues like this.

 

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
Behalf Of Kevin Curtis
Sent: Wednesday, June 04, 2014 11:54 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems with ! in html format emails

 

Hi,

    In case anyone else comes across this same problem (and I can't see
why we should be the only users affected, I am sure that other RT
installations must be processing emails from MS Office Outlook
clients!), I have solved the issue for out particular case.

 

If this is a real problem it would be nice to have the fix in a future
release of RT, so should I report it as a bug?

 

In the end I incorporated the solution into RescueOutlook as follows:

 

sub RescueOutlook {

    my $self = shift;

    my $mime = $self->Entity();

 

    return unless $mime && $self->LooksLikeMSEmail($mime);

 

    my $text_part;

    my $html_part;

    my $retval = 0;

 

    my $tmp = $mime->head->get('Content-Type');

    $RT::Logger->debug("Header content type $tmp");

 

    if ( $mime->head->get('Content-Type') =~ m{multipart/related} ) {

        $RT::Logger->debug("processing multipart/related");

        my $first = $mime->parts(0);

      $tmp = $first->head->get('Content-Type');

        $RT::Logger->debug($tmp);

 

        if ( $first->head->get('Content-Type') =~
m{multipart/alternative} )

        {

        $RT::Logger->debug("processing related/alternative");

            my $inner_first = $first->parts(0);

            if ( $inner_first->head->get('Content-Type') =~
m{text/plain} )

            {

                $RT::Logger->debug("releated/alternative/plain");

                $text_part = $inner_first;

            }

            $inner_first = $first->parts(1);

            if ( $inner_first->head->get('Content-Type') =~ m{text/html}
)

            {

                $RT::Logger->debug("releated/alternative/html");

                $html_part = $inner_first;

            }

        }

    }

    elsif ( $mime->head->get('Content-Type') =~ m{multipart/mixed} ) {

        $RT::Logger->debug("processing multipart/mixed");

        my $first = $mime->parts(0);

        if ( $first->head->get('Content-Type') =~
m{multipart/alternative} )

        {

        $RT::Logger->debug("processing multipart/alternative");

            my $inner_first = $first->parts(0);

            if ( $inner_first->head->get('Content-Type') =~
m{text/plain} )

            {

                $RT::Logger->debug("mixex/alternative/plain");

                $text_part = $inner_first;

            }

            $inner_first = $first->parts(1);

            if ( $inner_first->head->get('Content-Type') =~ m{text/html}
)

            {

                $RT::Logger->debug("multipart/alternative/html");

                $html_part = $inner_first;

            }

        }

    }

    elsif ( $mime->head->get('Content-Type') =~ m{multipart/alternative}
) {

        my $first = $mime->parts(0);

        if ( $first->head->get('Content-Type') =~ m{text/plain} ) {

        $RT::Logger->debug("alternative/plain");

            $text_part = $first;

        }

      $first = $mime->parts(1);

            if ( $first->head->get('Content-Type') =~ m{text/html} )

            {

                $RT::Logger->debug("alternative/html");

                $html_part = $first;

            }

    }

 

    # Add base64 since we've seen examples of double newlines with

    # this type too. Need an example of a multi-part base64 to

    # handle that permutation if it exists.

    elsif ( $mime->head->get('Content-Transfer-Encoding') =~ m{base64} )
{

        $text_part = $mime;    # Assuming single part, already decoded.

    }

 

    if ($text_part) {

        # use the unencoded string

        my $content = $text_part->bodyhandle->as_string;

        if ( $content =~ s/\n\n/\n/g ) {

 

            # Outlook puts a space on extra newlines, remove it

            $content =~ s/\ +$//mg;

 

            # only write only if we did change the content

            if ( my $io = $text_part->open("w") ) {

                $io->print($content);

                $io->close;

                $RT::Logger->debug(

                    "Removed extra newlines from MS Outlook message.");

                $retval = 1;

            }

            else {

                $RT::Logger->error("Can't write to body to fix
newlines");

            }

        }

    }

    else

    {

      $RT::Logger->debug("No text_part to fix newlines");

    }

 

    if ($html_part) {

        # use the unencoded string

        my $html_content = $html_part->bodyhandle->as_string;

        if ( $html_content =~ s//\n/g ) {

            # only write only if we did change the content

            if ( my $io = $html_part->open("w") ) {

                $io->print($html_content);

                $io->close;

                $RT::Logger->debug(

                    "Added linebreaks to Outlook message.");

                $retval = 1;

            }

            else {

                $RT::Logger->error("Can't write to html body to add
linebreaks");

            }

        }

    }

    else

    {

      $RT::Logger->debug("No html_part to add line breaks");

    }

 

    return $retval;

}

 

Regards

 

Kevin

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
Behalf Of Kevin Curtis
Sent: 30 May 2014 17:18
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems with ! in html format emails

 

Hi,

    I am sorry I just noticed that this question didn't have a proper
Subject, which I have now added.

 

 

Regards

 

Kevin Curtis

FarSite Communications

 

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
Behalf Of Kevin Curtis
Sent: 29 May 2014 15:05
To: rt-users at lists.bestpractical.com
Subject: [rt-users] (no subject)

 

Hi,

    I have searched hard for the answer to this one, but haven't seen it
yet, maybe someone can point me in the right direction.

 

We have RT version 4.2.1 installed on Ubuntu 12.04.  The main mailbox is
on a Windows Exchange server, and we use fetchmail to get the mail every
minute or so.  Mail sent by RT goes through sendmail.

 

We use RT as a Ticket handling tool for customer problems.  Our inhouse
support staff use Office Outlook version 12.  The email client composes
html formatted email.

 

The problem that I have spent the last week trying to solve is that the
emails sent out have an exclamation marks "!" inserted into them at
various places.

 

Now I have tracked down that the sendmail tool is doing this because
some of the lines are longer than the maximum line length supported by
SMTP (990 characters).

 

And I have also tracked down that the Office Outlook email client is
creating the long lines when html is chosen as the message format.  (It
doesn't appear to be a problem with rtf or plain text).

 

I know the problem isn't in RT itself, but our configuration must so
typical of many RT installations that I can't believe that we are the
first to see this problem, and that there isn't a solution already out
there somewhere.  If someone knows what it is then I'd be pleased to
hear it.

 

I am not an expert in any of the component parts (fetchmail, sendmail or
RT), but it seemed to me the best place to try and solve the issue was
in the fetchmail/mailgate interface.  So I have added a new method to
EmailParser.pm.

 

I have used the RescueOutlook method as a template and I have tried to
break lines (using the perl Text::Wrap) but this doesn't seem to be
doing the job.  It looks like what I really need to do is process just
the text/html section of the email and be a bit more intelligent about
where the line breaks are placed.  At the moment it's just if the line
is greater than 132 characters.  

 

It's been quite a steep learning curve this week!  And it looks like it
will take me a long time to get this fixed using the method I have
chosen.  I hope that there is already a fix.

 

Thanks in Advance

 

Kevin Curtis

Farsite Communications.

 

------------------------------------------------------------------------
------This message contains information that may be confidential and
proprietary.  Unless you are the intended recipient (or authorized to
receive this message for the intended recipient), you may not use, copy,
disseminate or disclose to anyone the message or any information
contained in the message.  If you have received the message in error,
please advise the sender by reply e-mail, and delete the message
immediately.
========================================================================
======

------------------------------------------------------------------------------This message contains information that may be confidential and proprietary.  Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.  If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.
==============================================================================
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From falcone at bestpractical.com  Thu Jun  5 12:27:51 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 5 Jun 2014 12:27:51 -0400
Subject: [rt-users] RT Database pruning before moving to new server
In-Reply-To: <6265B2EB12D194469B958F2E703D81831F684098A3@viper.pc.cognex.com>
References: <538FB7FF.9070402@lolling.org>
	<6265B2EB12D194469B958F2E703D81831F684098A3@viper.pc.cognex.com>
Message-ID: <20140605162751.GP64805@jibsheet.com>

> I'm interested to hear from everyone too, as one of these days I hope to drop out some unnecessary attachments from the database.
> One thing that I found in our environment is that the sessions table was absolutely huge and accounted for more than 80% of our database size.

Standard response:
http://bestpractical.com/docs/rt/latest/rt-shredder.html

> You can use the sbin/rt-clean-sessions script to help prune that if you find that your sessions table is also very large.

This should be a daily cron job on every production RT server,
otherwise your session table just grows without bounds.

> Our current RT3 database is over 18 gigs and I was told that our
> admins have never pruned or purged any of the old data. Are there
> any utilities or scripts in RT that I can use to purge old data
> cleanly or is all of that done directly through the database, ie
> mysql in my case?

Look at the shredder docs above.

Make sure you apply the documented indexes.  You may find that
shredder performs better on 4.2 than on 3.8, test.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: 

From lists at lolling.org  Thu Jun  5 13:01:29 2014
From: lists at lolling.org (Lists)
Date: Thu, 05 Jun 2014 12:01:29 -0500
Subject: [rt-users] RT Database pruning before moving to new server
In-Reply-To: <6265B2EB12D194469B958F2E703D81831F684098A3@viper.pc.cognex.com>
References: <538FB7FF.9070402@lolling.org>
	<6265B2EB12D194469B958F2E703D81831F684098A3@viper.pc.cognex.com>
Message-ID: <5390A269.3000100@lolling.org>

On my current production system it looks like the majority of the space 
is being taken up by the attachments table and then the sessions table.

+---------------------------------------+-------+--------+-------+------------+---------+
| CONCAT(table_schema, '.', table_name) | rows  | DATA   | idx   | 
total_size | idxfrac |
+---------------------------------------+-------+--------+-------+------------+---------+
| rt3.Attachments                       | 3.91M | 14.32G | 0.10G | 
14.42G     |    0.01 |
| rt3.sessions                          | 0.16M | 2.26G  | 0.01G | 
2.27G      |    0.00 |

So I guess I need a query to delete any attachments that I no longer 
need.  I am guessing it would be any attachments (and associated 
resolved tickets) past a certain date.

Unfortunately we do not have a data retention policy in place so we have 
at least 6 or 7 years worth of closed tickets in the database.

On 6/5/2014 10:04 AM, Parish, Brent wrote:
> I'm interested to hear from everyone too, as one of these days I hope to drop out some unnecessary attachments from the database.
>
> One thing that I found in our environment is that the sessions table was absolutely huge and accounted for more than 80% of our database size.
>
> You can use the sbin/rt-clean-sessions script to help prune that if you find that your sessions table is also very large.
>
> If you are migrating to another database server, you can also leave out the sessions table.
> For example, with MySQL:
> mysqldump -u$RootDBuser -p$RootDBpassword -h$DBhost rt4 --ignore-table rt4.sessions > db_backup.sql
> (or just truncate it after importing into the new server)
>
> - Brent
>
>
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lists
> Sent: Wednesday, June 04, 2014 8:21 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT Database pruning before moving to new server
>
> Hi,
>
> I am new to the RT lists as well as new to the administration of the RT product.  My company has used RT for many years but was maintained by another admin.
>
> I have been asked to upgrade our RT system from version 3.8.1 running on CentOS 5.9 to version 4.2.4 running on CentOS 6.5.
>
> Our current RT3 database is over 18 gigs and I was told that our admins have never pruned or purged any of the old data.  Are there any utilities or scripts in RT that I can use to purge old data cleanly or is all of that done directly through the database, ie mysql in my case?
>
> Thanks,
>
> Dave
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
>
>



From lists at lolling.org  Thu Jun  5 13:03:22 2014
From: lists at lolling.org (Lists)
Date: Thu, 05 Jun 2014 12:03:22 -0500
Subject: [rt-users] RT Database pruning before moving to new server
In-Reply-To: <20140605162751.GP64805@jibsheet.com>
References: <538FB7FF.9070402@lolling.org>	<6265B2EB12D194469B958F2E703D81831F684098A3@viper.pc.cognex.com>
	<20140605162751.GP64805@jibsheet.com>
Message-ID: <5390A2DA.8050408@lolling.org>

Thanks Kevin, this may do the trick.  Still being new to RT, I missed this.


On 6/5/2014 11:27 AM, Kevin Falcone wrote:
>> I'm interested to hear from everyone too, as one of these days I hope to drop out some unnecessary attachments from the database.
>> One thing that I found in our environment is that the sessions table was absolutely huge and accounted for more than 80% of our database size.
> Standard response:
> http://bestpractical.com/docs/rt/latest/rt-shredder.html
>
>> You can use the sbin/rt-clean-sessions script to help prune that if you find that your sessions table is also very large.
> This should be a daily cron job on every production RT server,
> otherwise your session table just grows without bounds.
>
>> Our current RT3 database is over 18 gigs and I was told that our
>> admins have never pruned or purged any of the old data. Are there
>> any utilities or scripts in RT that I can use to purge old data
>> cleanly or is all of that done directly through the database, ie
>> mysql in my case?
> Look at the shredder docs above.
>
> Make sure you apply the documented indexes.  You may find that
> shredder performs better on 4.2 than on 3.8, test.
>
> -kevin
>
>



From Jason.Hubbard at circles.com  Thu Jun  5 14:28:45 2014
From: Jason.Hubbard at circles.com (Hubbard, Jason)
Date: Thu, 5 Jun 2014 14:28:45 -0400
Subject: [rt-users] combine Correspond and Resolve scrips?
In-Reply-To: 
References: 
Message-ID: <544EEBF0406B7E44A9CDA315DD768F0F0D2E87B6@CHEEXCHANGE.circles.local>

Hi Alex, I?m not sure how to resolve the first issue (probably some logic in the Correspondence scrip) but below will get rid of the ?no content? message.

 

Replace $Transaction->Content() with the below in your templates to remove the no content message in emails.

 

 

 

{$Transaction->Content() eq 'This transaction appears to have no content' ?

'' :

$Transaction->Content();

}

 

 

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Peters
Sent: Wednesday, June 04, 2014 10:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] combine Correspond and Resolve scrips?

 

A default RT installation has scrips to send correspondence to requestors, and to send an email to requestors indicating that their ticket has been resolved.

 

I'd like to combine the two in a way such that the "resolution" email also includes the correspondence entered as part of the resolving transaction.

 

To achieve this, I have modified the "Resolved" template to also contain the transaction's content.

 

This works as desired with two exceptions:

1.	Hitting Resolve in the RT web interface, changing Comment to Correspond, typing a message and submitting results in two emails being sent to the requestor: one with just the correspondence, and another with the "resolved" message and the same correspondence.  I'd prefer only one email to be sent.
	 
2.	When resolving a ticket without comment, the "resolved" email is sent containing the message "this transaction appears to have no content," which I'd like to avoid.

Essentially I guess I want to do these two things:

1.	Make the Correspond scrip only fire if the transaction (or transaction batch?) isn't also resolving or rejecting the ticket.
	 
2.	Modify the Resolved template to not output the "appears to have no content" message if the transaction (batch?) doesn't include a correspondence element.

What is the most appropriate way to do these?  Can it all be achieved using scrips and templates alone?

 

I suppose one option might be to place a conditional "does transaction (batch?) include ticket resolution" element into the Correspondence template and remove the Resolved template altogether, but if it is, I'm not entirely sure how to implement this.

 

Clarification on whether corresponding and resolving at the same time is considered a single transaction or a batch would also be gratefully received.


------------------------------------------------------------------------------This message contains information that may be confidential and proprietary.  Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.  If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.
==============================================================================
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From andrew at emptyness.net  Thu Jun  5 23:10:19 2014
From: andrew at emptyness.net (Andrew Gray)
Date: Fri, 6 Jun 2014 11:10:19 +0800
Subject: [rt-users] RT Reporting / Charting
Message-ID: 

Has anyone worked on getting Top 'n' Reports out of RT or can point me in
the right direction?

It would be helpful to chart things like the top 10 or 20 Requestors of
tickets

Thanks,
Andrew
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jim.pollard at mail.utexas.edu  Fri Jun  6 09:34:02 2014
From: jim.pollard at mail.utexas.edu (Pollard, James R)
Date: Fri, 6 Jun 2014 13:34:02 +0000
Subject: [rt-users] remote sql server w/ ssl RT make
	upgrade-database	problem
In-Reply-To: <1401861292194-57585.post@n7.nabble.com>
References: 
	<1401861292194-57585.post@n7.nabble.com>
Message-ID: <92395a9d9b7e4051b3120209ef7e683d@CO2PR06MB636.namprd06.prod.outlook.com>

Thanks very much for this!  I'm still having trouble but haven't been able
to put enough time in it yet to figure out what's going on.  I'll keep ya'll
posted.

Jim

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of andkulb
Sent: Wednesday, June 04, 2014 12:55 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] remote sql server w/ ssl RT make upgrade-database
problem

I had the same problem.

As I find out the update-database task was trying to connect to the DB using
root user, which I don't have access to instead of my RT database user. The
upgrade-database was asking for password, but it did not asked for a user
which should be used. So made a change in /sbin/rt-setup-database:

my $dba_user = my_rt_database_user_name.



--
View this message in context:
http://requesttracker.8502.n7.nabble.com/remote-sql-server-w-ssl-RT-make-upg
rade-database-problem-tp57521p57585.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 6204 bytes
Desc: not available
URL: 

From Jason.Hubbard at circles.com  Fri Jun  6 10:31:11 2014
From: Jason.Hubbard at circles.com (Hubbard, Jason)
Date: Fri, 6 Jun 2014 10:31:11 -0400
Subject: [rt-users] combine Correspond and Resolve scrips?
In-Reply-To: <544EEBF0406B7E44A9CDA315DD768F0F0D2E87B6@CHEEXCHANGE.circles.local>
References: 
	<544EEBF0406B7E44A9CDA315DD768F0F0D2E87B6@CHEEXCHANGE.circles.local>
Message-ID: <544EEBF0406B7E44A9CDA315DD768F0F0D2E89BB@CHEEXCHANGE.circles.local>

Just a note, those are a pair of single quotes next to each other not a double quote.

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Hubbard, Jason
Sent: Thursday, June 05, 2014 2:29 PM
To: Alex Peters; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] combine Correspond and Resolve scrips?

 

Hi Alex, I?m not sure how to resolve the first issue (probably some logic in the Correspondence scrip) but below will get rid of the ?no content? message.

 

Replace $Transaction->Content() with the below in your templates to remove the no content message in emails.

 

 

 

{$Transaction->Content() eq 'This transaction appears to have no content' ?

'' :

$Transaction->Content();

}

 

 

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Peters
Sent: Wednesday, June 04, 2014 10:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] combine Correspond and Resolve scrips?

 

A default RT installation has scrips to send correspondence to requestors, and to send an email to requestors indicating that their ticket has been resolved.

 

I'd like to combine the two in a way such that the "resolution" email also includes the correspondence entered as part of the resolving transaction.

 

To achieve this, I have modified the "Resolved" template to also contain the transaction's content.

 

This works as desired with two exceptions:

1.	Hitting Resolve in the RT web interface, changing Comment to Correspond, typing a message and submitting results in two emails being sent to the requestor: one with just the correspondence, and another with the "resolved" message and the same correspondence.  I'd prefer only one email to be sent.
	 
2.	When resolving a ticket without comment, the "resolved" email is sent containing the message "this transaction appears to have no content," which I'd like to avoid.

Essentially I guess I want to do these two things:

1.	Make the Correspond scrip only fire if the transaction (or transaction batch?) isn't also resolving or rejecting the ticket.
	 
2.	Modify the Resolved template to not output the "appears to have no content" message if the transaction (batch?) doesn't include a correspondence element.

What is the most appropriate way to do these?  Can it all be achieved using scrips and templates alone?

 

I suppose one option might be to place a conditional "does transaction (batch?) include ticket resolution" element into the Correspondence template and remove the Resolved template altogether, but if it is, I'm not entirely sure how to implement this.

 

Clarification on whether corresponding and resolving at the same time is considered a single transaction or a batch would also be gratefully received.

------------------------------------------------------------------------------This message contains information that may be confidential and proprietary.  Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.  If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.
==============================================================================
------------------------------------------------------------------------------This message contains information that may be confidential and proprietary.  Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.  If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.
==============================================================================

------------------------------------------------------------------------------This message contains information that may be confidential and proprietary.  Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.  If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.
==============================================================================
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From aurelien.lafranchise at mobiquithings.com  Fri Jun  6 12:14:40 2014
From: aurelien.lafranchise at mobiquithings.com (=?iso-8859-1?Q?Aur=E9lien_Lafranchise?=)
Date: Fri, 6 Jun 2014 18:14:40 +0200
Subject: [rt-users] Top menu Aileron theme disappear when using custom theme
Message-ID: 

Dear RT users,

My version is 4.2.4.

I would like to have a custom theme for my RT instance so I followed the indication on http://bestpractical.com/docs/rt/4.2/customizing/styling_rt.html

After doing:
$ mkdir -p local/static/css/localstyle
$ cp -R share/static/css/aileron/* local/static/css/localstyle/

Now set $WebDefaultStylesheet in RT_SiteConfig.pm to the new directory name you selected, for example:
Set( $WebDefaultStylesheet, 'localstyle' );

I do not have anymore the top javascript menu.

I have the same error with others themes but it is ok with ballard as it is to using JS.

Thanks for your help.
AL

From falcone at bestpractical.com  Fri Jun  6 13:28:25 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 6 Jun 2014 13:28:25 -0400
Subject: [rt-users] remote sql server w/ ssl RT make upgrade-database
 problem
In-Reply-To: <1401861292194-57585.post@n7.nabble.com>
References: 
	<1401861292194-57585.post@n7.nabble.com>
Message-ID: <20140606172825.GQ64805@jibsheet.com>

On Tue, Jun 03, 2014 at 10:54:52PM -0700, andkulb wrote:
> I had the same problem.
> 
> As I find out the update-database task was trying to connect to the DB using
> root user, which I don't have access to instead of my RT database user. The
> upgrade-database was asking for password, but it did not asked for a user
> which should be used. So made a change in /sbin/rt-setup-database:
> 
> my $dba_user = my_rt_database_user_name.

I don't think this is directly related to the OP's problem, but that's
fixable during configure (and on new enough RT versions, in the
Config)

 ./configure --help | grep dba
   --with-db-dba=DBA       name of database administrator (default: root or

-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 Jun  6 13:32:09 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 6 Jun 2014 13:32:09 -0400
Subject: [rt-users] How to assign tickets to a queue based on email
 address AND subject line?
In-Reply-To: <1401893591549-57587.post@n7.nabble.com>
References: <1401893591549-57587.post@n7.nabble.com>
Message-ID: <20140606173209.GR64805@jibsheet.com>

On Wed, Jun 04, 2014 at 07:53:11AM -0700, Aaron McCarthy wrote:
> I am currently trying to sort tickets into a specific queue based on a
> specific email address AND subject line. I know some of you will mention
> Procmail or some other MDA. I wish to do this with just a perl scrip. 

This is truly the right way to do this, since without it, triggering
the correct Autoreply is a pain.

If you cannot do it the right way, you may wish to build on the code I
wrote for someone else with the same restrictions
https://metacpan.org/release/RT-Action-MoveQueueBySubject

> # if the ticket email address matches 
> if ($requestor_address == $specific_user) { 
>         
>         # if the ticket email subject matches 
>         if ($requestor_subject == $specific_subject) { 

== is the numeric comparison, eq is the string comparison

perl -le 'print "two" == "three" ? "yes" : "no"'
perl -le 'print "two" eq "three" ? "yes" : "no"'

-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 Jun  6 13:32:43 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 6 Jun 2014 13:32:43 -0400
Subject: [rt-users] NotifyActor doesn't work anymore
In-Reply-To: <1401804364179-57579.post@n7.nabble.com>
References: <1401804364179-57579.post@n7.nabble.com>
Message-ID: <20140606173243.GS64805@jibsheet.com>

On Tue, Jun 03, 2014 at 07:06:04AM -0700, martiniano wrote:
> my problem is that my notifyactor doesn't work anymore.
> the first time i used it, it worked and everytime there was a change or a
> new ticket we would get an email.

You really need to a) tell us the RT version b) show debug logs of
NotifyActor not working.  RT 4.2 will give you very specific reasons
about why mail is or is not being sent when run in debug move.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: 

From andrius.kulbis at gmail.com  Fri Jun  6 13:33:05 2014
From: andrius.kulbis at gmail.com (Andrius Kulbis)
Date: Fri, 06 Jun 2014 20:33:05 +0300
Subject: [rt-users] remote sql server w/ ssl RT make upgrade-database
 problem
In-Reply-To: <20140606172825.GQ64805@jibsheet.com>
References: 	<1401861292194-57585.post@n7.nabble.com>
	<20140606172825.GQ64805@jibsheet.com>
Message-ID: <5391FB51.4040907@gmail.com>

My bad for miss reading :)
2014-06-06 20:28, Kevin Falcone ras(e.:
> On Tue, Jun 03, 2014 at 10:54:52PM -0700, andkulb wrote:
>> I had the same problem.
>>
>> As I find out the update-database task was trying to connect to the DB using
>> root user, which I don't have access to instead of my RT database user. The
>> upgrade-database was asking for password, but it did not asked for a user
>> which should be used. So made a change in /sbin/rt-setup-database:
>>
>> my $dba_user = my_rt_database_user_name.
> I don't think this is directly related to the OP's problem, but that's
> fixable during configure (and on new enough RT versions, in the
> Config)
>
>   ./configure --help | grep dba
>     --with-db-dba=DBA       name of database administrator (default: root or
>
> -kevin
>
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 3262 bytes
Desc: S/MIME skaitmeninis para??as
URL: 

From falcone at bestpractical.com  Fri Jun  6 13:33:14 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 6 Jun 2014 13:33:14 -0400
Subject: [rt-users] Why are Asset #'s so naked?
In-Reply-To: <538177447.678553.1401976220867.JavaMail.zimbra@nixe.com>
References: 
	<20140522202950.GE3497@jibsheet.com>
	<538177447.678553.1401976220867.JavaMail.zimbra@nixe.com>
Message-ID: <20140606173314.GT64805@jibsheet.com>

On Thu, Jun 05, 2014 at 10:50:20AM -0300, Gustavo Gasparrini wrote:
> We made some changes to the Create Ticket form, where you can search
> assets by name or description, filtered by a Status (you have to put
> which Status to filter in a variable in RT_SiteConfig.pm file) and a
> Catalog that have to have the same name than the queue.

> If you want, I can send it to you, but without any warranty, because we need to normalize the development.
> I can send you the files that you have to replace for a specific RT version. They are only 3 files.

This sounds like the sort of thing that would be great to see sent in
as a patch for consideration.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: 

From gustavo.gasparrini at nixe.com  Fri Jun  6 16:22:20 2014
From: gustavo.gasparrini at nixe.com (Gustavo Gasparrini)
Date: Fri, 6 Jun 2014 17:22:20 -0300 (ART)
Subject: [rt-users] Why are Asset #'s so naked?
In-Reply-To: <20140606173314.GT64805@jibsheet.com>
References: 
	<20140522202950.GE3497@jibsheet.com>
	<538177447.678553.1401976220867.JavaMail.zimbra@nixe.com>
	<20140606173314.GT64805@jibsheet.com>
Message-ID: <938196159.706733.1402086140612.JavaMail.zimbra@nixe.com>

Yes, I know Kevin.
May be we have to learn how to contribute in a formal way.

By de way, I sent the files, but they aren't in the mailing list. Do you know if there is any restriction for attachments?

Thanks



Gustavo Gasparrini | NIXE S.R.L. 


IT Systems General Manager 


+54(11)4383-7831 
http://www.nixe.com 

----- Mensaje original -----
De: "Kevin Falcone" 
Para: rt-users at lists.bestpractical.com
Enviados: Viernes, 6 de Junio 2014 14:33:14
Asunto: Re: [rt-users] Why are Asset #'s so naked?

On Thu, Jun 05, 2014 at 10:50:20AM -0300, Gustavo Gasparrini wrote:
> We made some changes to the Create Ticket form, where you can search
> assets by name or description, filtered by a Status (you have to put
> which Status to filter in a variable in RT_SiteConfig.pm file) and a
> Catalog that have to have the same name than the queue.

> If you want, I can send it to you, but without any warranty, because we need to normalize the development.
> I can send you the files that you have to replace for a specific RT version. They are only 3 files.

This sounds like the sort of thing that would be great to see sent in
as a patch for consideration.

-kevin

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training


From falcone at bestpractical.com  Fri Jun  6 16:57:32 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 6 Jun 2014 16:57:32 -0400
Subject: [rt-users] Why are Asset #'s so naked?
In-Reply-To: <938196159.706733.1402086140612.JavaMail.zimbra@nixe.com>
References: 
	<20140522202950.GE3497@jibsheet.com>
	<538177447.678553.1401976220867.JavaMail.zimbra@nixe.com>
	<20140606173314.GT64805@jibsheet.com>
	<938196159.706733.1402086140612.JavaMail.zimbra@nixe.com>
Message-ID: <20140606205732.GU64805@jibsheet.com>

On Fri, Jun 06, 2014 at 05:22:20PM -0300, Gustavo Gasparrini wrote:
> May be we have to learn how to contribute in a formal way.

Sending mail with patches as directed here is a good start
http://bestpractical.com/assets/issues.html

> By de way, I sent the files, but they aren't in the mailing list. Do you know if there is any restriction for attachments?

The mailing list will hold for moderation messages with large
attachments.  It does not strip them, so I suspect something on your
end.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: 

From florin at andrei.myip.org  Fri Jun  6 20:54:28 2014
From: florin at andrei.myip.org (Florin Andrei)
Date: Fri, 06 Jun 2014 17:54:28 -0700
Subject: [rt-users] using HTTPS: RT complains about $WebPort
Message-ID: 

After opening port 443 and enabling SSL in the web server, RT complains 
all the time about this:

[warning]: The requested port (443) does NOT match the configured 
WebPort (80).  Perhaps you should Set($WebPort, 443); in 
RT_SiteConfig.pm, otherwise your internal links may be broken.

Yes, $WebPort is set to 80 in RT_Config.pm, it's the default value. But 
right now I have both 80 and 443 open, and a mix of clients using both. 
Is there a way to tell RT that both ports are okay?


-- 
Florin Andrei
http://florin.myip.org/


From aurelien.lafranchise at mobiquithings.com  Mon Jun  9 06:13:36 2014
From: aurelien.lafranchise at mobiquithings.com (=?iso-8859-1?Q?Aur=E9lien_Lafranchise?=)
Date: Mon, 9 Jun 2014 12:13:36 +0200
Subject: [rt-users] Top menu Aileron theme disappear when using custom
	theme
In-Reply-To: 
References: 
Message-ID: 

Hello,

Some news from searches!

It looks that the problem comes from jQuery that cannot be find properly.

Thanks for your help.
AL


From gustavo.gasparrini at nixe.com  Mon Jun  9 09:09:53 2014
From: gustavo.gasparrini at nixe.com (Gustavo Gasparrini)
Date: Mon, 9 Jun 2014 10:09:53 -0300 (ART)
Subject: [rt-users] Fwd:  Why are Asset #'s so naked?
In-Reply-To: <1179288888.693818.1402052916921.JavaMail.zimbra@nixe.com>
References: <538177447.678553.1401976220867.JavaMail.zimbra@nixe.com>
	<064570A4-7FA8-46DB-B3E7-093FA56C5775@backblaze.com>
	
	<1179288888.693818.1402052916921.JavaMail.zimbra@nixe.com>
Message-ID: <641526327.723288.1402319393010.JavaMail.zimbra@nixe.com>

Sorry, was my mistake. 
I'm resending the e-mail. 

Regards, 
Gustavo. 





Gustavo Gasparrini | NIXE S.R.L. 


IT Systems General Manager 


+54(11)4383-7831 
http://www.nixe.com 

----- Mensaje original -----

De: "Gustavo Gasparrini"  
Para: "Aaron McCormack"  
Enviados: Viernes, 6 de Junio 2014 8:08:36 
Asunto: Re: [rt-users] Why are Asset #'s so naked? 

Hi AAron, 
I'm attaching the files. 
We are using RT 4.2.3. 
You have to replace the attachment files, places in the following path: (The absolut path depends on your installation) 
Please backup first the original ones, just in case that you have to roll back the changes. The best thing is to backup all directories and the DataBase ;-) 

/opt/rt4/share/html/Helpers/Autocomplete/Assets 
/opt/rt4/local/plugins/RT-Extension-Assets/html/Ticket/Elements/ShowAssets 
/opt/rt4/share/static/js/autocomplete.js 

Also, you have to add the following lines in the RT_SiteConfig.pm. 
The first one tells RT, which Asset Status you want to show in the search field. 
The second one, is an standard and tell RT, which queue have to have the search field in the Ticket Update. 

Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/)); 
Set(@AssetQueues, (Soporte, Desarrollo, General, Nixe, Ingenieria )); 

Finally, you have to delete this objects. (don't worry about that)(take care of your correct path) 

rm -rf /opt/rt4/var/mason_data/obj/* 
and 
Restart the Apache Server. 

Notes: 
1. You have to create Catalogs with the same name of each queue, because we use this to support customers and want to filter differents assets for each customer (queues). 
2. The search field doesn't appear when you create the ticket, because we receive the tickets by email. When you have the ticket created, the search field appear in the ticket form 
3. With "*" the search field retrieve all the Assets that have the Catalog for that Queue, that have the Status you put in the @AssetsActiveStatus 
4. If you begin writing letters, the list view show the Asset that match those letters. 

The next lines are our RT_SiteConf.pm, part that affect Assets, (with some changes), only as a reference, because we change the Standard Status data. 



Set(@AssetQueues, ( Soporte, Desarrollo, General, Nixe, Ingenieria )); 
Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/)); 
Set(%Lifecycles, 
assets => { 
type => "asset", 
initial => [ 'nuevo' ], 
active => [ 'soporte_activo_FULL', 'soporte_activo_N2', 'soporte_horas_FULL', 'soporte_horas_BASICO' ], 
inactive => [ 'sin_soporte', 'borrado' ], 

defaults => { 
on_create => 'nuevo', 
}, 

transitions => { 
'' => [qw(nuevo soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)], 
nuevo => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)], 
soporte_activo_Full => [qw(soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)], 
soporte_activo_N2 => [qw(soporte_activo_FULL soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)], 
soporte_horas_FULL => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_BASICO sin_soporte borrado)], 
soporte_horas_BASICO => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL sin_soporte borrado)], 
sin_soporte => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO borrado)], 
borrado => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)], 
}, 
rights => { 
'* -> *' => 'ModifyAsset', 
}, 
actions => { 
'* -> nuevo' => { label => "En instalaci?n" }, 
'* -> soporte_activo_FULL' => { label => "Con Soporte Activo FULL" }, 
'* -> soporte_activo_N2' => { label => "Con Soporte Activo N2" }, 
'* -> soporte_horas_FULL' => { label => "Soporte por horas ya autorizadas 24 horas" }, 
'* -> soporte_horas_BASICO' => { label => "Soporte por horas ya autorizadas en horario laboral" }, 
'* -> sin_soporte' => { label => "Sin Soporte" }, 
'* -> borrado' => { label => "Borrado" }, 
}, 
}, 
); 

I hope this work for you. 
Please tell me if you have any problem. 

Regards, 
Gustavo 





Gustavo Gasparrini | NIXE S.R.L. 


IT Systems General Manager 


+54(11)4383-7831 
http://www.nixe.com 

----- Mensaje original -----

De: "Aaron McCormack"  
Para: "gustavo gasparrini"  
Enviados: Jueves, 5 de Junio 2014 22:28:21 
Asunto: RE: [rt-users] Why are Asset #'s so naked? 

Hi Gustavo, 

Would you send me the files? I understand it's without warranty :) 

I think this would be really useful and am also running RT-Assets 1.0.1 on top of RT 4.2.4, thank you! 

Aaron 






From: Gustavo Gasparrini < gustavo.gasparrini at nixe.com > 
Subject: Re: [rt-users] Why are Asset #'s so naked? 
Date: June 5, 2014 at 6:50:20 AM PDT 
To: rt-users at lists.bestpractical.com 

Hi, Al. 

We made some changes to the Create Ticket form, where you can search assets by name or description, filtered by a Status (you have to put which Status to filter in a variable in RT_SiteConfig.pm file) and a Catalog that have to have the same name than the queue. 
If you want, I can send it to you, but without any warranty, because we need to normalize the development. 
I can send you the files that you have to replace for a specific RT version. They are only 3 files. 

Regards, 
Gustavo 


Gustavo Gasparrini | NIXE S.R.L. 
IT Systems General Manager 
+54(11)4383-7831 
http://www.nixe.com 

----- Mensaje original ----- 
De: "Kevin Falcone" < falcone at bestpractical.com > 
Para: rt-users at lists.bestpractical.com 
Enviados: Jueves, 22 de Mayo 2014 17:29:50 
Asunto: Re: [rt-users] Why are Asset #'s so naked? 

On Sun, May 18, 2014 at 11:47:43PM -0400, Al Joslin wrote: 

Why in the world am I required to know an Asset's Number in order to use/link it ? Why are there no searching options that result in linkage ? Why do I have to find the Asset, write it's number on a sticky note and then go to another screen where I then enter that number ? I would love to get the FindAsset portlet into the Ticket/Create.html -- but there seems to be no option for that in the RT_Config. I believe most people using it are navigating to the Asset and then using Action -> Create linked ticket. I suspect you also want to set AssetQueues http://bestpractical.com/docs/assets/1.01/Assets_Config.html#AssetQueues -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
-------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo_nixe_mail.jpg Type: image/jpeg Size: 12180 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo_nixe_mail.jpg Type: image/jpeg Size: 12180 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Assets_1.1.zip Type: application/zip Size: 6047 bytes Desc: not available URL: From aurelien.lafranchise at mobiquithings.com Mon Jun 9 09:46:20 2014 From: aurelien.lafranchise at mobiquithings.com (=?iso-8859-1?Q?Aur=E9lien_Lafranchise?=) Date: Mon, 9 Jun 2014 15:46:20 +0200 Subject: [rt-users] Top menu Aileron theme disappear when using custom theme In-Reply-To: References: Message-ID: Hello, I tried by starting a fresh install and still the same problem. I do not understand at all ;-) AL From zachary.neubert at usu.edu Mon Jun 9 10:58:38 2014 From: zachary.neubert at usu.edu (IT Guy) Date: Mon, 9 Jun 2014 07:58:38 -0700 (PDT) Subject: [rt-users] Request Tracker fails to search articles Message-ID: <1402325918729-57620.post@n7.nabble.com> I recently imported around 2500 articles to Request Tracker. I can view any article individually by clicking its link, but when I try to search through the articles, I get 500 Internal Server Error. This did not happen when I had fewer articles, so I assume that it's a probably with the amount of data I have. Is there a way to fix this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Request-Tracker-fails-to-search-articles-tp57620.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jvdwege at xs4all.nl Mon Jun 9 14:45:25 2014 From: jvdwege at xs4all.nl (Joop) Date: Mon, 09 Jun 2014 20:45:25 +0200 Subject: [rt-users] Request Tracker fails to search articles In-Reply-To: <1402325918729-57620.post@n7.nabble.com> References: <1402325918729-57620.post@n7.nabble.com> Message-ID: <539600C5.6000602@xs4all.nl> IT Guy wrote: > I recently imported around 2500 articles to Request Tracker. I can view any > article individually by clicking its link, but when I try to search through > the articles, I get 500 Internal Server Error. This did not happen when I > had fewer articles, so I assume that it's a probably with the amount of data > I have. Is there a way to fix this? > > Find out if there are any more specific log entries in either apache logs or your database. I had problems a couple of days ago and the log showed that I had a faulty database query. Joop From alex at peters.net Mon Jun 9 22:21:35 2014 From: alex at peters.net (Alex Peters) Date: Tue, 10 Jun 2014 12:21:35 +1000 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? Message-ID: I have the following code being run by a cron job to create a ticket every Tuesday at 11am (Australia/Melbourne) with a due date of Wednesday at 11am (also Australia/Melbourne, so 24 hours later): use RT (); use RT::Date (); use RT::Interface::CLI (); use RT::Ticket (); RT::Interface::CLI::CleanEnv; RT::LoadConfig; RT::Init; my $due_date = RT::Date->new($RT::SystemUser); $due_date->Set( Value => '11am Wednesday', Format => 'unknown', ); my $ticket = RT::Ticket->new($RT::SystemUser); $ticket->Create( Queue => '', Subject => '', Due => $due_date, ); The ticket is created at 11am Tuesday (as expected), with a Due time of 11am Tuesday (not expected--should be 11am Wednesday). What am I doing wrong? It looks like something could be wrong in the way RT::Date calls Time::ParseDate: $ grep '11am Wednesday' rt-debug.log ... [debug]: RT::Date used Time::ParseDate to make '11am Wednesday' 1402362000 (.../RT/Date.pm:240) $ TZ=Australia/Melbourne perl -e 'warn scalar localtime(1402362000)' Tue Jun 10 11:00:00 2014 at -e line 1. I'm running RT v4.2.3 at the moment with the latest version of Time::ParseDate at this time (v2013.1113). RT configuration variable $Timezone is set to 'Australia/Melbourne'. For what it's worth, the server running the cron job has its timezone set to 'America/Los_Angeles', but as the cron job fires at the correct time, I don't think this contributes to the problem. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jun 10 01:19:46 2014 From: alex at peters.net (Alex Peters) Date: Tue, 10 Jun 2014 15:19:46 +1000 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? In-Reply-To: References: Message-ID: There's an error in the code I posted earlier. I'm actually creating the ticket like this: $ticket->Create( Queue => '', Subject => '', Due => $due_date->ISO( Timezone => 'UTC' ), ); -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue Jun 10 04:58:05 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 10 Jun 2014 08:58:05 +0000 Subject: [rt-users] rt-remind script problem Message-ID: <5396C944.3020506@creval.it> We have been using the rt-remind script for a long time. I have just noticed that it is not working anymore, so I looked at the output of the cron job that starts it weekly, and found a lot of messages like this: Recipient names must be specified I have been unable to determine the cause, and a google search (despite a lot of hits) failed to bring light to the issue. Launching the rt-remind script with the -d parameter outputs the messages that would be sent out, and I cannot see anything wrong. Anybody else is having or have had this issue? Thank you in advance Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From katina.haytova at securax.org Tue Jun 10 05:21:21 2014 From: katina.haytova at securax.org (Katina Haytova) Date: Tue, 10 Jun 2014 12:21:21 +0300 Subject: [rt-users] New line tag? (autofill addon in FireFox puts
tag, RT does not interpret it ) Message-ID: <5396CE11.70700@securax.org> Hello, I am using RT with an Autofill Forms addon in Firefox. The addon can be configured to use a new line tag, but I am not sure what is the new line tag in RT.
or
dos not work. It just spits all the text in one line , tags here and there but it does not actually produce a new line. Is there something I can do to improve this behavior? I am using the plaintext editor as the rich editor does not allow me to use context menu, it has its own right-click menu -- Best regards Katina From alex at peters.net Tue Jun 10 20:13:20 2014 From: alex at peters.net (Alex Peters) Date: Wed, 11 Jun 2014 10:13:20 +1000 Subject: [rt-users] New line tag? (autofill addon in FireFox puts
tag, RT does not interpret it ) In-Reply-To: <5396CE11.70700@securax.org> References: <5396CE11.70700@securax.org> Message-ID: What is the specific add-on? To me this sounds like an issue with the add-on rather than with RT. RT just uses a standard text area element to my knowledge. On 10/06/2014 7:28 pm, "Katina Haytova" wrote: > Hello, > > I am using RT with an Autofill Forms addon in Firefox. > The addon can be configured to use a new line tag, but I am not sure what > is the new line tag in RT. >
or
dos not work. It just spits all the text in one line , tags > here and there but it does not actually produce a new line. > > Is there something I can do to improve this behavior? > > I am using the plaintext editor as the rich editor does not allow me to > use context menu, it has its own right-click menu > > > > -- > Best regards > Katina > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jun 10 20:14:44 2014 From: alex at peters.net (Alex Peters) Date: Wed, 11 Jun 2014 10:14:44 +1000 Subject: [rt-users] using HTTPS: RT complains about $WebPort In-Reply-To: References: Message-ID: I don't think RT can be configured that way. Consider setting up RT for port 443 only, and setting up the web server to redirect requests on port 80 to identical locations on port 443. This should deliver the same end user experience with the benefit of "coaxing" users to move over to port 443. On 07/06/2014 10:54 am, "Florin Andrei" wrote: > After opening port 443 and enabling SSL in the web server, RT complains > all the time about this: > > [warning]: The requested port (443) does NOT match the configured WebPort > (80). Perhaps you should Set($WebPort, 443); in RT_SiteConfig.pm, > otherwise your internal links may be broken. > > Yes, $WebPort is set to 80 in RT_Config.pm, it's the default value. But > right now I have both 80 and 443 open, and a mix of clients using both. Is > there a way to tell RT that both ports are okay? > > > -- > Florin Andrei > http://florin.myip.org/ > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lyra at pop-pr.rnp.br Tue Jun 10 20:33:10 2014 From: lyra at pop-pr.rnp.br (Christian Lyra) Date: Tue, 10 Jun 2014 21:33:10 -0300 Subject: [rt-users] using HTTPS: RT complains about $WebPort In-Reply-To: References: Message-ID: Hi, I just hit the same problem today. But my case is slight different, because my RT is behind a NAT/Apache proxy, and I have users outside and inside that network. It also complained about a possible cross-site requestr forgery but setting @ReferrerWhitelist solved it. So it's not possible to have RT accept requests on two or more web ports without complaining? On Tue, Jun 10, 2014 at 9:14 PM, Alex Peters wrote: > I don't think RT can be configured that way. > > Consider setting up RT for port 443 only, and setting up the web server to > redirect requests on port 80 to identical locations on port 443. This > should deliver the same end user experience with the benefit of "coaxing" > users to move over to port 443. > On 07/06/2014 10:54 am, "Florin Andrei" wrote: > >> After opening port 443 and enabling SSL in the web server, RT complains >> all the time about this: >> >> [warning]: The requested port (443) does NOT match the configured WebPort >> (80). Perhaps you should Set($WebPort, 443); in RT_SiteConfig.pm, >> otherwise your internal links may be broken. >> >> Yes, $WebPort is set to 80 in RT_Config.pm, it's the default value. But >> right now I have both 80 and 443 open, and a mix of clients using both. Is >> there a way to tell RT that both ports are okay? >> >> >> -- >> Florin Andrei >> http://florin.myip.org/ >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Christian Lyra PoP-PR/RNP (41) 3361-3343 -------------- next part -------------- An HTML attachment was scrubbed... URL: From florin at andrei.myip.org Tue Jun 10 20:59:28 2014 From: florin at andrei.myip.org (Florin Andrei) Date: Tue, 10 Jun 2014 17:59:28 -0700 Subject: [rt-users] using HTTPS: RT complains about $WebPort In-Reply-To: References: Message-ID: On 2014-06-10 17:14, Alex Peters wrote: > I don't think RT can be configured that way. > > Consider setting up RT for port 443 only, and setting up the web > server to redirect requests on port 80 to identical locations on port > 443.? This should deliver the same end user experience with the > benefit of "coaxing" users to move over to port 443. That's what I ended up doing, because I was thinking to do that anyway, and now the warning messages have stopped. I still think there should be a setting somewhere that says "BTW, if you get requests on this extra port, that's okay too, don't complain about it". Oh well, it works now, so I'm not worried about it anymore. -- Florin Andrei http://florin.myip.org/ From epac at korigan.net Wed Jun 11 17:13:23 2014 From: epac at korigan.net (epac) Date: Wed, 11 Jun 2014 17:13:23 -0400 Subject: [rt-users] =?utf-8?q?ticket_created=2C_but_not_there=3F?= Message-ID: <3b5eb58b49a177610cbb6489ce7b56bd@korigan.net> for the third time in a few days, I'm finding myself looking at something strange. background: I'm running RT 4.0.16, against a Pg 8.4 DB, under apache 2.2, with mod_perl Someone created a ticket via https (last occurence was ticket 39529), RT notified the proper groups through the set of notification scrips, and the logs show "ticket created in queue". Yet, when attempting to load that ticket, we get an error about not being able to load the ticket. Looking at the DB, i do not see anything in the ticket or transaction tables referencing that ticket. Any suggestions on how to track this down? (i'm tempted to turn on debug logging, but the server will probably fill up quite quickly). Anyone has seen something similar? it "feels" like a RT <-> DB thing, but there is nothing in the DB logs that suggest anything going wrong. find the RT logs below : (and apache pretty much shows the same) error.log:[Wed Jun 11 18:15:28 2014] [info]: #39529/619801 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) error.log:[Wed Jun 11 18:15:28 2014] [info]: sent To: requestor-user at domain.tld (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) error.log:[Wed Jun 11 18:15:28 2014] [info]: #39529/619801 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) error.log:[Wed Jun 11 18:15:28 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) error.log:[Wed Jun 11 18:15:28 2014] [info]: #39529/619801 - Scrip 14 On Create Notify Group (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) error.log:[Wed Jun 11 18:15:28 2014] [info]: sent To: queue-manager at domain.tld (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) error.log:[Wed Jun 11 18:15:28 2014] [info]: Ticket 39529 created in queue 'OneQueue' by requestor-user (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) error.log:[Wed Jun 11 19:27:19 2014] [error]: WebRT: Could not load ticket 39529 (/opt/rt4/share/html/Elements/Error:85) error.log:[Wed Jun 11 19:28:55 2014] [error]: WebRT: Could not load ticket 39529 (/opt/rt4/share/html/Elements/Error:85) my understanding is that the last two entries are me, and the manager trying to load that ticket. I am at a loss on how to proceed from here... Thanks, epac From alexmv at bestpractical.com Thu Jun 12 13:53:07 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 12 Jun 2014 13:53:07 -0400 Subject: [rt-users] [rt-announce] RT 4.2.5 released Message-ID: <5399E903.9090603@bestpractical.com> RT 4.2.5 -- 2014-06-12 ---------------------- We are pleased to announce that RT 4.2.5 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.2.5.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.2.5.tar.gz.asc SHA1 sums 99c6685f7bbb839fe77ef21714dbb43626f187e5 rt-4.2.5.tar.gz 4205a7fa678c4476e23fe8042955ac37c19cebf0 rt-4.2.5.tar.gz.asc This release is primarily a bugfix release; most notably, it explicitly updates a dependency to fix a previously-announced security vulnerability, resolves two serious bugs in the serializer, and fixes the "paste" feature in the Rich Text editor. Updated dependencies * Updated Email::Address::List dependency, to resolve CVE-2014-1474, as was previously announced in http://blog.bestpractical.com/2014/01/security-vulnerability-in-rt-42.html * Bump CGI dependency (under perl 5.20 and above, only) to quash warnings about CGI.pm's deprecation in core (#29053) Serializer/Importer * Serialize binary data as binary, not as UTF-8 codepoints; this fixes a regression introduced in 4.2.3 which corrupted all binary data in serialized data. * Serialize ObjectScrips when cloning, which had been mistakenly omitted; this only partially resolves #29949, as it does not address serialization of ObjectScrips when not cloning. General web UI * Force CKEDITOR_BASEPATH; this fixes errors during pasting into the Rich Text editor (#29780, #29987) * Ticket autocompletion (for links) is more predictable when completing on strings containing numbers (#25755) * Fix "Show Outgoing Email" and Reply/Comment/Forward links in Approvals (#29800) * Correctly decode text/html parts of old (RT 3.6.5 and prior) emails Internationalization * Updated localizations (German, Greek, Slovak, Lithuanian) Web administration * Display clean Stage name in ColumnMaps (#28739) * Add Scrips Select/Create menu, and maintain context on which list of Scrips the Select page should link to (#28787) * Granting rights to new groups no longer requires clicking in textbox twice in Firefox (#29911) Server administration * Log when Encode::HanExtra would be useful in decoding emails, and make use of it if it is available. * Squash warnings in 4.1.17 upgrade step (#29595) * Reorder DROP IF EXISTS on 4.1.1 Postgres upgrade step to drop sequence after dropping the table; avoids bugs on upgrading in a previously-upgraded database * Stop hardcoding the list of available themes, instead auto-detecting new themes as they are added (#14667) * Explicitly point to $AutocompleteOwners setting in warning that RT is switching to the autocompleter due to too many owners. * Remove caching of template object in rt-crontool; this fixes a bug where the same content would be sent on all tickets (#29454) * rt-fulltext-indexer now locks, to prevent more than one instance from running at once (#17423) Developer * Add BeforeMessageBox callback in ModifyAll.html for parity with Create.html and Update.html * BeforeCustomFields callback in ShowCustomFields now takes $Table parameter * Default callback in ShowTransaction can now modify $ShowBody * Add a RT::Date->IsSet method * Fix invalid ContextObject on RT::CustomField->LoadByName when passed Queue => 0; this led to invalid LookupType limits on later calls to ->LoadByName. * Generalize RT::CustomField->LoadByName to work with non-Queue context objects, and to optionally return globally-applied CFs and not Disabled CFs. * Tests now pass again using RT_TEST_WEB_HANDLER=inline * ->AddCustomFieldValues no longer allows adding repeated values (#4553) Documentation * Drop references to MySQL 4.1, as RT 4.2 requires MySQL 5.1 * Updated example plugins used in documentation, and suggest Plugin() over Set(@Plugins, ...) (#29978) * Documentation for ColumnMap A complete changelog is available from git by running: git log rt-4.2.4..rt-4.2.5 or visiting https://github.com/bestpractical/rt/compare/rt-4.2.4...rt-4.2.5 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From vogt at spamcop.net Fri Jun 13 01:37:30 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Fri, 13 Jun 2014 07:37:30 +0200 Subject: [rt-users] [rt-announce] RT 4.2.5 released (was: RT 4.2.4 released) In-Reply-To: <537ED64F.2090103@spamcop.net> References: <5372787F.604@bestpractical.com> <53730EF8.1000500@spamcop.net> <5373CC1B.3070708@bestpractical.com> <53744C61.8020300@spamcop.net> <537ED64F.2090103@spamcop.net> Message-ID: <539A8E1A.5020706@spamcop.net> I have tried the upgrade from 4.2.3 to 4.2.5. Still the same problem: The "RT at a glance" page starts up with an empty body. I see the menus and the bar with the title and the new ticket button. Nothing else below that. I have narrowed down the problem to /share/html/Elements/MyRT. If I replace the file after the upgrade with the file from 4.2.3, clear the mason cache and restart the server it all is back to normal. Thus, I would say the problem lies somewhere in these changes: $ diff rt-4.2.{3,5}/share/html/Elements/MyRT 69c69 < $Portlets ||= $session{'my_rt_portlets'}; --- > $Portlets ||= $user->Preferences('HomepageSettings'); 71,74c71,72 < my ($default_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings'); < $Portlets = $session{'my_rt_portlets'} = $user->Preferences( < HomepageSettings => $default_portlets? $default_portlets->Content: {}, < ); --- > my ($defaults) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings'); > $Portlets = $defaults ? $defaults->Content : {}; -Gerald On 23.05.14 07:02, Gerald Vogt wrote: > Does anyone have an idea what caused this and how to fix it? > > -Gerald > > On 15.05.14 07:10, Gerald Vogt wrote: >> On 14.05.2014 22:03, Alex Vandiver wrote: >>> On 05/14/2014 02:36 AM, Gerald Vogt wrote: >>>> I have upgraded from 4.2.3 to 4.2.4 and after the upgrade users only >>>> see an empty rt at a glace page after log in. >>> >>> Have you customized your homepage from the global default? Did all >> >> I have changed the global RT at a glance, if that's what you mean by >> "home page". >> >>> users have this problem? Was there anything in the error logs when >> >> I can't tell about other users but I saw it with my account and the root >> account. >> >>> users logged in? >> >> apache error logs look normal. >> >>>> If I check the rt at a glance settings in the "Logged in" menu I can >>>> see that everything has been cleared out. It was O.K. in 4.2.3. >>> >>> By this, I presume you mean /Prefs/MyRT.html ? Did it offer the >> >> Exactly. >> >>> expected list under "Available"? >> >> Yes. Everything is in the "Available" list and I am able to reconfigure >> the page or even do a "Reset to default" and it gets populated with the >> normal entries. After I save the "RT at a glance" page is back to normal >> again.. >> >>> Can you navigate to Admin ? Tools ? System Configuration and show the >>> value of "HomepageSettings" found under "Global attributes"? >> >> HomepageSettings { >> 'body' => [ >> { >> 'name' => 'My Tickets', >> 'type' => 'system' >> }, >> { >> 'name' => 'Unowned Tickets', >> 'type' => 'system' >> }, >> { >> 'name' => 'Tickets I have created', >> 'type' => 'system' >> }, >> { >> 'name' => 'QuickCreate', >> 'type' => 'component' >> } >> ], >> 'sidebar' => [ >> { >> 'name' => 'MyReminders', >> 'type' => 'component' >> }, >> { >> 'name' => 'Quicksearch', >> 'type' => 'component' >> }, >> { >> 'name' => 'RefreshHomepage', >> 'type' => 'component' >> } >> ] >> } >> >> >> >> -Gerald >> > From hescobar at afslc.com Fri Jun 13 13:23:47 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Fri, 13 Jun 2014 13:23:47 -0400 Subject: [rt-users] email disabled for ticket In-Reply-To: <20140410164614.GC61399@jibsheet.com> References: <20140410164614.GC61399@jibsheet.com> Message-ID: Hi there: I found this thread and have a few questions: On Thu, Apr 10, 2014 at 12:46 PM, Kevin Falcone wrote: > On Thu, Apr 10, 2014 at 02:26:19PM +0000, Edsall, William (WJ) wrote: > > Under `People' it says that the user (requestor)'s email is `disabled > for ticket'. It says > > this just after his email address on the Requestors line. > > > We would like that to happen on our end but don't know how to implement it. In our case, when a requestor is disabled it simply does not show that requestor under 'People' in Ticket/Display.html On the other hand, Ticket/ModifyPeople.html shows the disabled requestor but no indication about the status > What does this mean? Some replies did in fact work but at some point > the system flagged his > > email as disabled for the ticket. > > Click on the People at the top of that tab (or at the top of the page) > to get to the Modify People page. > > Scroll down and see the 'Modify who receives mail' section. > It's like the checkboxes on the reply page which squelch people for a > single transaction, but this does it for the whole ticket. > > In our case, the 'Modify who receives email ' section just shows this text: 'The checked users may receive email related to this ticket depending on the action taken. Uncheck users to stop sending email to them about this ticket.' but no checkboxes or any other input field ... Sys Info about our instance: OS: Centos6 RT version: 4.2.2 I tried everything in user's access control (on/off): - Let this user access RT, and - Let this user be granted rights (Privileged) I also browsed RT_Config up and down but nothing seems to control this particular behaviour or I'm missing something ... Any help will be highly appreciated -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaronmccormack at outlook.com Fri Jun 13 13:41:11 2014 From: aaronmccormack at outlook.com (Aaron McCormack) Date: Fri, 13 Jun 2014 12:41:11 -0500 Subject: [rt-users] Why are Asset #'s so naked? In-Reply-To: <52295ADC-3215-4533-9C01-20A514B86E14@backblaze.com> References: <641526327.723288.1402319393010.JavaMail.zimbra@nixe.com>, <52295ADC-3215-4533-9C01-20A514B86E14@backblaze.com> Message-ID: Thanks Gustavo, this worked out great with your steps. One small change I made to /opt/rt4/share/html/Helpers/Autocomplete/Assets line 118 was replacing ($asset->{Id} == $term) with ($asset->{Id} eq $term) because I saw "isn't numeric in numeric eq (==)" Perl warnings at console. Aaron From: Gustavo Gasparrini Subject: [rt-users] Fwd: Why are Asset #'s so naked? Date: June 9, 2014 at 6:09:53 AM PDT To: rt-users at lists.bestpractical.com Sorry, was my mistake.I'm resending the e-mail. Regards,Gustavo. Gustavo Gasparrini | NIXE S.R.L. IT Systems General Manager +54(11)4383-7831 http://www.nixe.com De: "Gustavo Gasparrini" Para: "Aaron McCormack" Enviados: Viernes, 6 de Junio 2014 8:08:36 Asunto: Re: [rt-users] Why are Asset #'s so naked? Hi AAron, I'm attaching the files.We are using RT 4.2.3.You have to replace the attachment files, places in the following path: (The absolut path depends on your installation)Please backup first the original ones, just in case that you have to roll back the changes. The best thing is to backup all directories and the DataBase ;-)/opt/rt4/share/html/Helpers/Autocomplete/Assets/opt/rt4/local/plugins/RT-Extension-Assets/html/Ticket/Elements/ShowAssets/opt/rt4/share/static/js/autocomplete.jsAlso, you have to add the following lines in the RT_SiteConfig.pm.The first one tells RT, which Asset Status you want to show in the search field.The second one, is an standard and tell RT, which queue have to have the search field in the Ticket Update.Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/));Set(@AssetQueues, (Soporte, Desarrollo, General, Nixe, Ingenieria )); Finally, you have to delete this objects. (don't worry about that)(take care of your correct path) rm -rf /opt/rt4/var/mason_data/obj/*andRestart the Apache Server. Notes:1. You have to create Catalogs with the same name of each queue, because we use this to support customers and want to filter differents assets for each customer (queues).2. The search field doesn't appear when you create the ticket, because we receive the tickets by email. When you have the ticket created, the search field appear in the ticket form3. With "*" the search field retrieve all the Assets that have the Catalog for that Queue, that have the Status you put in the @AssetsActiveStatus4. If you begin writing letters, the list view show the Asset that match those letters.The next lines are our RT_SiteConf.pm, part that affect Assets, (with some changes), only as a reference, because we change the Standard Status data. Set(@AssetQueues, (Soporte, Desarrollo, General, Nixe, Ingenieria )); Set(@AssetsActiveStatus, (qw/soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO/)); Set(%Lifecycles, assets => { type => "asset", initial => [ 'nuevo' ], active => [ 'soporte_activo_FULL', 'soporte_activo_N2', 'soporte_horas_FULL', 'soporte_horas_BASICO' ], inactive => [ 'sin_soporte', 'borrado' ],defaults => { on_create => 'nuevo', },transitions => { '' => [qw(nuevo soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)], nuevo => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)], soporte_activo_Full => [qw(soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)], soporte_activo_N2 => [qw(soporte_activo_FULL soporte_horas_FULL soporte_horas_BASICO sin_soporte borrado)], soporte_horas_FULL => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_BASICO sin_soporte borrado)], soporte_horas_BASICO => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL sin_soporte borrado)], sin_soporte => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO borrado)], borrado => [qw(soporte_activo_FULL soporte_activo_N2 soporte_horas_FULL soporte_horas_BASICO sin_soporte)], }, rights => { '* -> *' => 'ModifyAsset', }, actions => { '* -> nuevo' => { label => "En instalaci?n" }, '* -> soporte_activo_FULL' => { label => "Con Soporte Activo FULL" }, '* -> soporte_activo_N2' => { label => "Con Soporte Activo N2" }, '* -> soporte_horas_FULL' => { label => "Soporte por horas ya autorizadas 24 horas" }, '* -> soporte_horas_BASICO' => { label => "Soporte por horas ya autorizadas en horario laboral" }, '* -> sin_soporte' => { label => "Sin Soporte" }, '* -> borrado' => { label => "Borrado" }, }, }, ); I hope this work for you.Please tell me if you have any problem. Regards,Gustavo Gustavo Gasparrini | NIXE S.R.L. IT Systems General Manager +54(11)4383-7831 http://www.nixe.com De: "Aaron McCormack" Para: "gustavo gasparrini" Enviados: Jueves, 5 de Junio 2014 22:28:21 Asunto: RE: [rt-users] Why are Asset #'s so naked? Hi Gustavo, Would you send me the files? I understand it's without warranty :) I think this would be really useful and am also running RT-Assets 1.0.1 on top of RT 4.2.4, thank you! Aaron From: Gustavo Gasparrini Subject: Re: [rt-users] Why are Asset #'s so naked? Date: June 5, 2014 at 6:50:20 AM PDT To: rt-users at lists.bestpractical.com Hi, Al. We made some changes to the Create Ticket form, where you can search assets by name or description, filtered by a Status (you have to put which Status to filter in a variable in RT_SiteConfig.pm file) and a Catalog that have to have the same name than the queue. If you want, I can send it to you, but without any warranty, because we need to normalize the development. I can send you the files that you have to replace for a specific RT version. They are only 3 files. Regards, Gustavo Gustavo Gasparrini | NIXE S.R.L. IT Systems General Manager +54(11)4383-7831 http://www.nixe.com ----- Mensaje original ----- De: "Kevin Falcone" Para: rt-users at lists.bestpractical.com Enviados: Jueves, 22 de Mayo 2014 17:29:50 Asunto: Re: [rt-users] Why are Asset #'s so naked? On Sun, May 18, 2014 at 11:47:43PM -0400, Al Joslin wrote: Why in the world am I required to know an Asset's Number in order to use/link it ? Why are there no searching options that result in linkage ? Why do I have to find the Asset, write it's number on a sticky note and then go to another screen where I then enter that number ? I would love to get the FindAsset portlet into the Ticket/Create.html -- but there seems to be no option for that in the RT_Config. I believe most people using it are navigating to the Asset and then using Action -> Create linked ticket. I suspect you also want to set AssetQueues http://bestpractical.com/docs/assets/1.01/Assets_Config.html#AssetQueues -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Sat Jun 14 11:59:44 2014 From: jvdwege at xs4all.nl (Joop) Date: Sat, 14 Jun 2014 17:59:44 +0200 Subject: [rt-users] GPG related question about RT data in the database Message-ID: <539C7170.3000302@xs4all.nl> Hi All, I'm playing around with GPG integration in RT and once grasped the concept of keys and configuring server side and client side it seems to work beautifully. Reading the docs I came across the following and don't understand what its meaning/use case is. AllowEncryptDataInDB: allows encrypted data in the database. While having this set or unset I don't see any difference in the contents of the attachments table contents. RT-4.0.13 without any customizations. (upgrade is in the pipeline), user has more than sufficient privs. Can someone explain what its use case is and how to use it? Joop From l.zawada at finat.pl Mon Jun 16 07:47:10 2014 From: l.zawada at finat.pl (=?iso-8859-2?Q?Zawada_=A3ukasz?=) Date: Mon, 16 Jun 2014 11:47:10 +0000 Subject: [rt-users] custom field mandatory Message-ID: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8DF20E@fn-ex-dag2w.finat.pl> Hello I've re 3.8.8. Data base is oracle. I've a problem with mandatory custom field. When i create ticket from the web it's all ok. When mandatory custom filed it's empty a get "Input must match [Mandatory]" But when i create ticket from email i could write comments/corespondence, change the queue, without any warning. - It's happen to all queue, to all mandatory custom field - custom filed is type "select one vaule" - when i add new custom filed mandatory it's the same problem. - line from /etc/aliases admin: |"/opt/rt3/bin/rt-mailgate --queue Admin --action correspond --url http://rt.domain.com/" Lukas From plummer at geneseo.edu Mon Jun 16 09:08:32 2014 From: plummer at geneseo.edu (Shawn Plummer) Date: Mon, 16 Jun 2014 09:08:32 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 Message-ID: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> Hello everyone, I have been struggling with a consistent error in the 4.2.x line since it was released. On my development server I consistently get this error: ==> /var/log/httpd/rt4devel_error_log <== [Mon Jun 16 09:01:17 2014] [warn] [client 137.238.60.9] mod_fcgid: read data timeout in 40 seconds, referer: https://rtdevel.geneseo.edu/index.html?HomeRefreshInterval=120 [Mon Jun 16 09:01:17 2014] [error] [client 137.238.60.9] Premature end of script headers: rt-server.fcgi, referer: https://rtdevel.geneseo.edu/index.html?HomeRefreshInterval=120 It occurs sporadically. When navigating around I would say it around 1 in 10 clicks. When I leave it on the home page it occurs after 5-10 reloads. In my testing it seems able to happen on just about any page. I am running on RHEL 6.5 Apache 2.2.15 mod_fcgid-2.3.9 Oracle Instant Client 11.2 against a 11g database. I ran the development server on the same code as our production (4.0.17) for a day before upgrading and did not experience this error so I feel it is related to 4.2.x I enabled debug logging and stack traces but when this error occurs nothing is logged other than the http error log above. Does anyone have any idea what could be causing this or ideas on how to troubleshoot this further? Thanks you! -- Shawn Plummer Systems Manager | SUNY Geneseo South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Mon Jun 16 12:00:47 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Mon, 16 Jun 2014 12:00:47 -0400 Subject: [rt-users] Need Help: Hotlist [article] dropdown menus malfunctioning when replying to Tickets In-Reply-To: References: Message-ID: <8F3D7CCA-22AA-45C9-B8FE-82D939C83EF3@gmail.com> RT v/4.2.4, RT Assets v/1.0.1 I have a problem where I cannot include an Article into a Ticket reply I have configured for Queue Specific Articles & Hotlist support I have the HotList drop down menus setup, but the selections do not work/persist properly. You choose a class, which reloads the page and gives you the topics in the next menu, but the class selection is not shown (reverts to ?-? ). You then select an Article from the contained Topic -- and the page reloads again and you are back to selecting a class And nothing is added to the Reply I hope someone can answer this for me... Al; From lenjaffe at jaffesystems.com Mon Jun 16 16:54:03 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 16 Jun 2014 16:54:03 -0400 Subject: [rt-users] adding custom field type, how to force single value Message-ID: I'm adding a custom field type tp my RT instance to that I can create custom Show and Edit templates due to the data being stored in JSON. What I';ve found so far is that RT thinks my Text-based CF is multivalued, and when the edit side submits any values (not even changing any of the json), RT will parse pretty-printed JSON as multiple entries. How does one typically go about informing RT that the new custom field type is single-valued? Thanks, Len. -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gmbaxter at gmail.com Tue Jun 17 06:52:00 2014 From: gmbaxter at gmail.com (Guy Baxter) Date: Tue, 17 Jun 2014 11:52:00 +0100 Subject: [rt-users] Dashboard Help Message-ID: Hello, I'm looking to create a custom dashboard, similar to the way in which "QuickSearch" functions. I would like it to display a list of queues, and then show how many tickets are New, Open, Stalled for each queue. In the query builder I seem to be stuck at the getting RT to count the total number of tickets per status, rather than just the total number of tickets. I have the following: Query: Queue = 'SW_Bugs' OR Queue = 'SW_Incoming' OR Queue = 'SW_Projects' Format: '__QueueName__', '__Status__' Please can you help? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From katina.haytova at securax.org Tue Jun 17 08:25:08 2014 From: katina.haytova at securax.org (Katina Haytova) Date: Tue, 17 Jun 2014 15:25:08 +0300 Subject: [rt-users] New line tag? (autofill addon in FireFox puts
tag, RT does not interpret it ) In-Reply-To: References: <5396CE11.70700@securax.org> Message-ID: <53A033A4.70800@securax.org> Hello, Thank you for your reply. I am using this one: https://addons.mozilla.org/en-US/firefox/addon/autofill-forms/ On 11/06/14 03:13, Alex Peters wrote: > What is the specific add-on? > > To me this sounds like an issue with the add-on rather than with RT. RT > just uses a standard text area element to my knowledge. > > On 10/06/2014 7:28 pm, "Katina Haytova" > wrote: > > Hello, > > I am using RT with an Autofill Forms addon in Firefox. > The addon can be configured to use a new line tag, but I am not sure > what is the new line tag in RT. >
or
dos not work. It just spits all the text in one line > , tags here and there but it does not actually produce a new line. > > Is there something I can do to improve this behavior? > > I am using the plaintext editor as the rich editor does not allow me > to use context menu, it has its own right-click menu > > > > -- > Best regards > Katina > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/__training > -- Best regards Katina Zoiper Support Team www.zoiper.com From allen.joslin at gmail.com Tue Jun 17 11:11:35 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Tue, 17 Jun 2014 11:11:35 -0400 Subject: [rt-users] help: using RT with a gmail acct Message-ID: <522DF959-549C-4F7C-A13B-3733EB297F7E@gmail.com> Hi All, I've managed to get RT to send emails using a gmail account, but now I'm trying to get it to read emails. If understand this [email/mta/mua/etc] all correctly then I have to have my own mta (as described here: http://www.spencerstirling.com/computergeek/email.html) so that the mail will be delivered properly to RT RT will not go out and read a mailbox -- is this correct? thanks al; -------------- next part -------------- An HTML attachment was scrubbed... URL: From brennanma at gmail.com Tue Jun 17 11:20:01 2014 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 17 Jun 2014 11:20:01 -0400 Subject: [rt-users] Salesforce & JIRA Message-ID: Good Day, One of the teams at my company is currently using ZenDesk for customer support. They are unhappy with it and want to move to RT. The question: does RT have any integration with JIRA? Does RT have any integration with Salesforce? ZenDesk has both, and management has stated they cannot lose this functionality. Thanks, Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Jun 17 14:39:34 2014 From: bart at pleh.info (Bart) Date: Tue, 17 Jun 2014 20:39:34 +0200 Subject: [rt-users] Salesforce & JIRA In-Reply-To: References: Message-ID: RT has a few ways to integrate with other products, it would help if you could explain what the Jira integration is (though RT could easily replace Jira as well, but that's my biased opinion) and how does it integratie with Salesforce? 2014-06-17 17:20 GMT+02:00 Matt Brennan : > Good Day, > > One of the teams at my company is currently using ZenDesk for customer > support. They are unhappy with it and want to move to RT. The question: > does RT have any integration with JIRA? Does RT have any integration with > Salesforce? ZenDesk has both, and management has stated they cannot lose > this functionality. > > Thanks, > Matt > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 17 14:55:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 14:55:13 -0400 Subject: [rt-users] GPG related question about RT data in the database In-Reply-To: <539C7170.3000302@xs4all.nl> References: <539C7170.3000302@xs4all.nl> Message-ID: <20140617185513.GA2912@jibsheet.com> On Sat, Jun 14, 2014 at 05:59:44PM +0200, Joop wrote: > AllowEncryptDataInDB: allows encrypted data in the database. > > While having this set or unset I don't see any difference in the > contents of the attachments table contents. It shows an Encrypt/Decrypt link on Transactions in a ticket history. You can then choose to encrypt/decrypt a given transaction so it's encrypted in the DB. -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 Jun 17 14:58:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 14:58:42 -0400 Subject: [rt-users] custom field mandatory In-Reply-To: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8DF20E@fn-ex-dag2w.finat.pl> References: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8DF20E@fn-ex-dag2w.finat.pl> Message-ID: <20140617185842.GB2912@jibsheet.com> On Mon, Jun 16, 2014 at 11:47:10AM +0000, Zawada ?ukasz wrote: > When i create ticket from the web it's all ok. When mandatory custom filed it's empty a get "Input must match [Mandatory]" > But when i create ticket from email i could write comments/corespondence, change the queue, without any warning. RT's custom fields are only Mandatory in the UI. There is no core way to set Custom Fields during email creation, even if there was, we'd have to bounce emails saying "use this arcane format to set some custom fields for your support request"? You may be interested in this to ensure CFs are set prior to a ticket being resolved. https://metacpan.org/release/RT-Extension-MandatoryOnTransition -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 Jun 17 15:01:49 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:01:49 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> Message-ID: <20140617190149.GC2912@jibsheet.com> On Mon, Jun 16, 2014 at 09:08:32AM -0400, Shawn Plummer wrote: > Does anyone have any idea what could be causing this or ideas on how to > troubleshoot this further? Look for slow queries in your database (there are oracle specific reports for this) or try turning on MasonX::Profiler in development and see what RT is doing when it times 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 Jun 17 15:09:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:09:48 -0400 Subject: [rt-users] Need Help: Hotlist [article] dropdown menus malfunctioning when replying to Tickets In-Reply-To: <8F3D7CCA-22AA-45C9-B8FE-82D939C83EF3@gmail.com> References: <8F3D7CCA-22AA-45C9-B8FE-82D939C83EF3@gmail.com> Message-ID: <20140617190948.GD2912@jibsheet.com> On Mon, Jun 16, 2014 at 12:00:47PM -0400, Al Joslin wrote: > RT v/4.2.4, RT Assets v/1.0.1 > > I have a problem where I cannot include an Article into a Ticket reply > > I have configured for Queue Specific Articles & Hotlist support > > I have the HotList drop down menus setup, but the selections do not work/persist properly. > > You choose a class, which reloads the page and gives you the topics in the next menu, but the class selection is not shown (reverts to ?-? ). > > You then select an Article from the contained Topic -- and the page reloads again and you are back to selecting a class > > And nothing is added to the Reply Your description is confusing. Class hotlist creates a dropdown on the ticket reply page containing all of the articles in a Class. You pick an article and it's included. You're going to have to describe more closely what you've done to get Topics on the Reply page. -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 Jun 17 15:11:53 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:11:53 -0400 Subject: [rt-users] adding custom field type, how to force single value In-Reply-To: References: Message-ID: <20140617191153.GE2912@jibsheet.com> On Mon, Jun 16, 2014 at 04:54:03PM -0400, Len Jaffe wrote: > I'm adding a custom field type tp my RT instance to that I can create custom > Show and Edit templates due to the data being stored in JSON. > > What I';ve found so far is that RT thinks my Text-based CF is multivalued, and > when the edit side submits any values (not even changing any of the json), RT > will parse pretty-printed JSON as multiple entries. > > How does one typically go about informing RT that the new custom field type is > single-valued? I assume you've actually made a Freeform rather than Text CF with custom viewers/editors. The relevant setting should be MaxValues, but switching your type is likely what you want - Fill in one text area vs enter multiple values. -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 Jun 17 15:14:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:14:08 -0400 Subject: [rt-users] Dashboard Help In-Reply-To: References: Message-ID: <20140617191408.GF2912@jibsheet.com> On Tue, Jun 17, 2014 at 11:52:00AM +0100, Guy Baxter wrote: > I'm looking to create a custom dashboard, similar to the way in which > "QuickSearch" functions. I would like it to display a list of queues, and then > show how many tickets are New, Open, Stalled for each queue. > > In the query builder I seem to be stuck at the getting RT to count the total > number of tickets per status, rather than just the total number of tickets. > > I have the following: > > Query: > Queue = 'SW_Bugs' OR Queue = 'SW_Incoming' OR Queue = 'SW_Projects' > > Format: > '__QueueName__', > '__Status__' That's just going to list the tickets with Queue Name and the Status. If you click on Chart, in 4.2 the default is to group/count by Status, you can further group by Queue and then save that and stick it on your dashboard. You may find this helpful http://bestpractical.com/docs/rt/latest/charts.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 Jun 17 15:15:00 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:15:00 -0400 Subject: [rt-users] help: using RT with a gmail acct In-Reply-To: <522DF959-549C-4F7C-A13B-3733EB297F7E@gmail.com> References: <522DF959-549C-4F7C-A13B-3733EB297F7E@gmail.com> Message-ID: <20140617191500.GG2912@jibsheet.com> On Tue, Jun 17, 2014 at 11:11:35AM -0400, Al Joslin wrote: > RT will not go out and read a mailbox -- is this correct? RT contains neither an MTA nor a MUA. It hands mail off to an MTA to be delivered. It expects you to invoke rt-mailgate with mail, whether than be via an MTA, or in your case, via something like fetchmail that can read from gmail. -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 Jun 17 15:16:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:16:41 -0400 Subject: [rt-users] email disabled for ticket In-Reply-To: References: <20140410164614.GC61399@jibsheet.com> Message-ID: <20140617191641.GH2912@jibsheet.com> On Fri, Jun 13, 2014 at 01:23:47PM -0400, Hugo Escobar wrote: > ?I found this thread and have a few questions: Unfortunately, this thread appears to be unrelated to your problems. > On Thu, Apr 10, 2014 at 12:46 PM, Kevin Falcone <[1]falcone at bestpractical.com> > wrote: > > On Thu, Apr 10, 2014 at 02:26:19PM +0000, Edsall, William (WJ) wrote: > > ? ?Under `People' it says that the user (requestor)'s email is `disabled > for ticket'. It says > > ? ?this just after his email address on the Requestors line. > > > > > We would like that to happen on our end but don't know how to implement it. In > our case, > when a requestor is disabled it simply does not show that requestor under > 'People' in Ticket/Display.html > On the other hand, Ticket/ModifyPeople.html shows the disabled requestor but no > indication about > the status You're confusing a Disabled requestor with a Squelched requestor who has been configured to not receive mail for this ticket. > In our case, the 'Modify who receives email ' section just shows this text: > 'The checked users may receive email related to this ticket depending on the > action taken. Uncheck users to stop sending email to them about this ticket.' > but no checkboxes or any other input field ... > > Sys Info about our instance: > OS: Centos6 > RT version: 4.2.2 > > I tried everything in user's access control (on/off): > ??? - Let this user access RT, and > ? ? - Let this user be granted rights (Privileged) > > I also browsed RT_Config up and down but nothing seems to control this > particular behaviour or I'm missing something ... Guesses? You use only TransactionBatch scrips. You have no scrips or users that would get mail on that ticket. You do not have ShowOutgoingEmail. -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 Jun 17 15:28:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:28:13 -0400 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? In-Reply-To: References: Message-ID: <20140617192813.GI2912@jibsheet.com> On Tue, Jun 10, 2014 at 12:21:35PM +1000, Alex Peters wrote: > my $due_date = RT::Date->new($RT::SystemUser); > $due_date->Set( > ? Value ? => '11am Wednesday', > ? Format ?=> 'unknown', > ); > my $ticket = RT::Ticket->new($RT::SystemUser); > $ticket->Create( > ? Queue ? => '', > ? Subject => '', > ? Due ? ? => $due_date, > ); Ticket->Create doesn't consume an RT::Date object, it expects ISO in the user's timezone. Running your code as provided, I get no Due Date and [63270] [Tue Jun 17 19:26:57 2014] [warning]: Couldn't parse date 'RT::Date=HASH(0x7fbd94003618)' as a ISO format (lib/RT/Date.pm:209) I'm guessing something else is setting your Due date. -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 Jun 17 15:28:58 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:28:58 -0400 Subject: [rt-users] rt-remind script problem In-Reply-To: <5396C944.3020506@creval.it> References: <5396C944.3020506@creval.it> Message-ID: <20140617192858.GJ2912@jibsheet.com> On Tue, Jun 10, 2014 at 08:58:05AM +0000, Guadagnino Cristiano wrote: > We have been using the rt-remind script for a long time. > > I have just noticed that it is not working anymore, so I looked at the output > of the cron job that starts it weekly, and found a lot of messages like this: > > Recipient names must be specified > > I have been unable to determine the cause, and a google search (despite a lot > of hits) failed to bring light to the issue. > Launching the rt-remind script with the -d parameter outputs the messages that > would be sent out, and I cannot see anything wrong. rt-remind is not core. You probably want to provide a link to what you're running, and try grepping it for Recipient names must be specified, since that isn't a core message. -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 Jun 17 15:29:44 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:29:44 -0400 Subject: [rt-users] using HTTPS: RT complains about $WebPort In-Reply-To: References: Message-ID: <20140617192944.GK2912@jibsheet.com> On Tue, Jun 10, 2014 at 05:59:28PM -0700, Florin Andrei wrote: > I still think there should be a setting somewhere that says "BTW, if you > get requests on this extra port, that's okay too, don't complain about > it". Oh well, it works now, so I'm not worried about it anymore. RT complains once per process about this, not once per request, so it shouldn't really be an issue unless you're doing something weird. -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 Jun 17 15:30:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 15:30:41 -0400 Subject: [rt-users] ticket created, but not there? In-Reply-To: <3b5eb58b49a177610cbb6489ce7b56bd@korigan.net> References: <3b5eb58b49a177610cbb6489ce7b56bd@korigan.net> Message-ID: <20140617193041.GL2912@jibsheet.com> On Wed, Jun 11, 2014 at 05:13:23PM -0400, epac wrote: > for the third time in a few days, I'm finding myself looking at > something strange. > > background: > I'm running RT 4.0.16, against a Pg 8.4 DB, under apache 2.2, with > mod_perl > > Someone created a ticket via https (last occurence was ticket 39529), > RT notified the proper groups through the set of notification scrips, > and the logs show "ticket created in queue". Yet, when attempting to > load that ticket, we get an error about not being able to load the > ticket. Looking at the DB, i do not see anything in the ticket or > transaction tables referencing that ticket. This implies RT lost a database connection before issuing a commit. Look in your DB logs for errors or search out network problems. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From brennanma at gmail.com Tue Jun 17 15:43:27 2014 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 17 Jun 2014 15:43:27 -0400 Subject: [rt-users] Salesforce & JIRA In-Reply-To: References: Message-ID: Bart, Thanks for your reply. Basically, there are two functionalities they want with JIRA: 1) Ability to create a JIRA ticket from within RT. This is so that customer requests which will ultimately require code changes can be properly linked; 2) See JIRA ticket status from within RT. For this one, I have worked around with a custom field which holds the ticket ID and is a link to the JIRA issue. For Salesforce, my understanding is that they want the sales reps to be able to see what requests their customers have submitted. Thanks, Matt On Tue, Jun 17, 2014 at 2:39 PM, Bart wrote: > RT has a few ways to integrate with other products, it would help if you > could explain what the Jira integration is (though RT could easily replace > Jira as well, but that's my biased opinion) and how does it integratie with > Salesforce? > > > 2014-06-17 17:20 GMT+02:00 Matt Brennan : > >> Good Day, >> >> One of the teams at my company is currently using ZenDesk for customer >> support. They are unhappy with it and want to move to RT. The question: >> does RT have any integration with JIRA? Does RT have any integration with >> Salesforce? ZenDesk has both, and management has stated they cannot lose >> this functionality. >> >> Thanks, >> Matt >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > > -- > Bart G. > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lenjaffe at jaffesystems.com Tue Jun 17 15:46:20 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Tue, 17 Jun 2014 15:46:20 -0400 Subject: [rt-users] adding custom field type, how to force single value In-Reply-To: <20140617191153.GE2912@jibsheet.com> References: <20140617191153.GE2912@jibsheet.com> Message-ID: On Tue, Jun 17, 2014 at 3:11 PM, Kevin Falcone wrote: > On Mon, Jun 16, 2014 at 04:54:03PM -0400, Len Jaffe wrote: > > I'm adding a custom field type tp my RT instance to that I can create > custom > > Show and Edit templates due to the data being stored in JSON. > > > > What I';ve found so far is that RT thinks my Text-based CF is > multivalued, and > > when the edit side submits any values (not even changing any of the > json), RT > > will parse pretty-printed JSON as multiple entries. > > > > How does one typically go about informing RT that the new custom field > type is > > single-valued? > > I assume you've actually made a Freeform rather than Text CF with > custom viewers/editors. The relevant setting should be MaxValues, but > switching your type is likely what you want - Fill in one text area vs > enter multiple values. > This was an attempt to create my own custom field type, based on the 'fill in one text area' text CF. I'll look at freeform. Thank you. Len. -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Jun 17 16:00:06 2014 From: jvdwege at xs4all.nl (Joop) Date: Tue, 17 Jun 2014 22:00:06 +0200 Subject: [rt-users] GPG related question about RT data in the database In-Reply-To: <20140617185513.GA2912@jibsheet.com> References: <539C7170.3000302@xs4all.nl> <20140617185513.GA2912@jibsheet.com> Message-ID: <53A09E46.2000700@xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 17-6-2014 20:55, Kevin Falcone wrote: > On Sat, Jun 14, 2014 at 05:59:44PM +0200, Joop wrote: >> AllowEncryptDataInDB: allows encrypted data in the database. >> >> While having this set or unset I don't see any difference in the >> contents of the attachments table contents. > > It shows an Encrypt/Decrypt link on Transactions in a ticket history. > You can then choose to encrypt/decrypt a given transaction so it's > encrypted in the DB. Thanks Kevin for your answer. I didn't link this pref with the Decrypt/Encrypt links in the transactions. Follow up question on this is: It is the admins responsibility to use the correct RT permissions to make sure not everyone can see the content of all tickets. My first and colleagues too reaction was that if someone doesn't have a pgp key that they shouldn't be able to see the ticket but that is not true. Ticket content is visible because the queue private key is available isn't it? So correct workflow would be: Create Queue_with_sensitive_data, setup pgp on it, create group and assign RT privs to it, put the correct people in the group. Joop -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.22 (MingW32) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJToJ5GAAoJEMzCRpXkwiioGmQIAIUkv33xCXVO9l3lPMS5JEf1 Ua0n9D1NOwhZ9Z18DiMflK9Z+SUnO5oJuJbfTxYF5KnPX7RtsMNoDJxWjM8NobR6 0hLu+C3BE6hhDw5NQSXC6U67Tzb0a5kvUCmNFkbi6Jiu8kKamyPmHNmaL1X3v0Hl 7M95lINeJ29orrZBmatEuRLw54xDG35ae6oj6Ghcgob5wa/auIpGWGUVFdoL+zLu SWwA+QhVAon/EZ550kiMSjvqMdtUU/dUEG8K9GlEW726n6pHVzDqGOTn6t1ea89f P60QDwN6gRZd1OqKi5rE3Wcfo8g6LwFsX3dfmpEstx5eE4c9GfkZnE+OmzSoHio= =uMO7 -----END PGP SIGNATURE----- From lenjaffe at jaffesystems.com Tue Jun 17 16:08:54 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Tue, 17 Jun 2014 16:08:54 -0400 Subject: [rt-users] adding custom field type, how to force single value In-Reply-To: References: <20140617191153.GE2912@jibsheet.com> Message-ID: In order make sure that we're solving the correct problem, since my previous post was terse, and I'm not sure whether I used all the right key words, please allow me to elaborate: Based on a similar treatment by a colleague, I have created local/html/Elements/CustomField_Local.pm 15 #$FieldTypes{JSON_Encoded_Resource_Field} = { 16 # sort_order => 36, 17 # selection_type => 0, 18 # 19 # labels => [ 20 # 'Fill in one Encoded Resource Text Area', 21 # ], 22 #}; The I created local/html/Elements/EditCustomFieldJSON_Encoded_Resource_Field and local/html/Elements/ShowCustomFieldJSON_Encoded_Resource_Field Which do what I need them to - pretty print the JSON so a human can read it and edit it if necessary. But RT thinks this custom field type allows multiple entries per field, and so pukes all over the pretty-printed JSON. When I use a straight "Fill in one text area" RT is ok with the JSON, but the JSON is not pretty printed. Thank you again. Len. On Tue, Jun 17, 2014 at 3:46 PM, Len Jaffe wrote: > > > > On Tue, Jun 17, 2014 at 3:11 PM, Kevin Falcone > wrote: > >> On Mon, Jun 16, 2014 at 04:54:03PM -0400, Len Jaffe wrote: >> > I'm adding a custom field type tp my RT instance to that I can create >> custom >> > Show and Edit templates due to the data being stored in JSON. >> > >> > What I';ve found so far is that RT thinks my Text-based CF is >> multivalued, and >> > when the edit side submits any values (not even changing any of the >> json), RT >> > will parse pretty-printed JSON as multiple entries. >> > >> > How does one typically go about informing RT that the new custom field >> type is >> > single-valued? >> >> I assume you've actually made a Freeform rather than Text CF with >> custom viewers/editors. The relevant setting should be MaxValues, but >> switching your type is likely what you want - Fill in one text area vs >> enter multiple values. >> > > This was an attempt to create my own custom field type, based on the 'fill > in one text area' text CF. > > I'll look at freeform. > > Thank you. > > Len. > -- > lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe > Information Technology Smoke Jumper, Host of Columbus Code Jam > > www.lenjaffe.com http://www.theycomewithcheese.com > Advent Planet - An Aggregation of > Online Advent Calendars. > > -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 17 17:16:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jun 2014 17:16:35 -0400 Subject: [rt-users] GPG related question about RT data in the database In-Reply-To: <53A09E46.2000700@xs4all.nl> References: <539C7170.3000302@xs4all.nl> <20140617185513.GA2912@jibsheet.com> <53A09E46.2000700@xs4all.nl> Message-ID: <20140617211635.GM2912@jibsheet.com> On Tue, Jun 17, 2014 at 10:00:06PM +0200, Joop wrote: > Thanks Kevin for your answer. I didn't link this pref with the > Decrypt/Encrypt links in the transactions. Doc patches welcome, I had to grep to convince myself it was the only thing. > Follow up question on this is: It is the admins responsibility to use > the correct RT permissions to make sure not everyone can see the content > of all tickets. Correct. You do also need ModifyTicket, so just ShowTicket isn't enough to decrypt the message and see it. > My first and colleagues too reaction was that if someone doesn't have a > pgp key that they shouldn't be able to see the ticket but that is not > true. Ticket content is visible because the queue private key is > available isn't it? > > So correct workflow would be: Create Queue_with_sensitive_data, setup > pgp on it, create group and assign RT privs to it, put the correct > people in the group. Something like that. This option is really there because people didn't trust the DBA or wanted encrypted data in the backups. But in reality, if someone has root access to your webserver, they can get at your keyring, etc etc. Encrypting to a single user key isn't currently supported by this, might be a good idea, but could end up going horribly wrong if you think through a user termination. -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 at peters.net Tue Jun 17 20:53:11 2014 From: alex at peters.net (Alex Peters) Date: Wed, 18 Jun 2014 10:53:11 +1000 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? In-Reply-To: <20140617192813.GI2912@jibsheet.com> References: <20140617192813.GI2912@jibsheet.com> Message-ID: That was just a transcribing error on my part. I call a method on the RT::Date object to get the date out in the expected format; a later message in this thread shows the corrected code. At any rate, the debug output is indicating a problem even before that point. On 18/06/2014 5:28 am, "Kevin Falcone" wrote: > On Tue, Jun 10, 2014 at 12:21:35PM +1000, Alex Peters wrote: > > my $due_date = RT::Date->new($RT::SystemUser); > > $due_date->Set( > > Value => '11am Wednesday', > > Format => 'unknown', > > ); > > my $ticket = RT::Ticket->new($RT::SystemUser); > > $ticket->Create( > > Queue => '', > > Subject => '', > > Due => $due_date, > > ); > > Ticket->Create doesn't consume an RT::Date object, it expects ISO in > the user's timezone. Running your code as provided, I get no Due > Date and > [63270] [Tue Jun 17 19:26:57 2014] [warning]: Couldn't parse date > 'RT::Date=HASH(0x7fbd94003618)' as a ISO format (lib/RT/Date.pm:209) > > I'm guessing something else is setting your Due date. > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Wed Jun 18 06:32:52 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 18 Jun 2014 10:32:52 +0000 Subject: [rt-users] rt-remind script problem In-Reply-To: <20140617192858.GJ2912@jibsheet.com> References: <5396C944.3020506@creval.it> <20140617192858.GJ2912@jibsheet.com> Message-ID: <53A16B83.3060100@creval.it> Kevin Falcone ha scritto: > On Tue, Jun 10, 2014 at 08:58:05AM +0000, Guadagnino Cristiano wrote: >> We have been using the rt-remind script for a long time. >> >> I have just noticed that it is not working anymore, so I looked at the output >> of the cron job that starts it weekly, and found a lot of messages like this: >> >> Recipient names must be specified >> >> I have been unable to determine the cause, and a google search (despite a lot >> of hits) failed to bring light to the issue. >> Launching the rt-remind script with the -d parameter outputs the messages that >> would be sent out, and I cannot see anything wrong. > rt-remind is not core. > You probably want to provide a link to what you're running, and try > grepping it for Recipient names must be specified, since that isn't a > core message. > > -kevin > Kevin, the script that I am running comes from here: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind You can find a reference to this script on Wikia too: http://requesttracker.wikia.com/wiki/Rt-reminder The message "Recipient names must be specified" does not come from the script itself, I guess it is coming from sendmail. Unfortunately a google search, while finding a few hits, did not turn up to be enlightening. Regards Cris From l.zawada at finat.pl Wed Jun 18 07:29:56 2014 From: l.zawada at finat.pl (=?utf-8?B?WmF3YWRhIMWBdWthc3o=?=) Date: Wed, 18 Jun 2014 11:29:56 +0000 Subject: [rt-users] custom field mandatory In-Reply-To: <20140617185842.GB2912@jibsheet.com> References: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8DF20E@fn-ex-dag2w.finat.pl> <20140617185842.GB2912@jibsheet.com> Message-ID: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8E2F43@fn-ex-dag2w.finat.pl> Hello I don't want to set custom field from email. I have problem when ticket is created from email, and next when i click in the web page, mandatory filed is not mandatory, i could leave they empty and write comment or change queue That is the problem. Thanks for RT-Extension-MandatoryOnTransition i'll check this. Lukas -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, June 17, 2014 9:00 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] custom field mandatory On Mon, Jun 16, 2014 at 11:47:10AM +0000, Zawada ?ukasz wrote: > When i create ticket from the web it's all ok. When mandatory custom filed it's empty a get "Input must match [Mandatory]" > But when i create ticket from email i could write comments/corespondence, change the queue, without any warning. RT's custom fields are only Mandatory in the UI. There is no core way to set Custom Fields during email creation, even if there was, we'd have to bounce emails saying "use this arcane format to set some custom fields for your support request"? You may be interested in this to ensure CFs are set prior to a ticket being resolved. https://metacpan.org/release/RT-Extension-MandatoryOnTransition -kevin From bart at pleh.info Wed Jun 18 08:10:46 2014 From: bart at pleh.info (Bart) Date: Wed, 18 Jun 2014 14:10:46 +0200 Subject: [rt-users] Salesforce & JIRA In-Reply-To: References: Message-ID: *1) Ability to create a JIRA ticket from within RT. This is so that customer requests which will ultimately require code changes can be properly linked* If JIRA is capable of receiving e-mails then you can send e-mails from RT to JIRA (and vise versa). This would assume that the subject will contain both the RT ticket ID and the JIRA ticket ID. At least, that would be the easy way and I believe JIRA supports this as well. Another option is to create a custom top menu which contains a few links to places you find relevant, including a link for creating JIRA tickets via the JIRA webpage (though this would be the same as creating a bookmark in your browser, not sure if that's what your looking for). Alternatively, you could automate ticket creating using the Scrip functionalities. e.g. automatically send an email to address XYZ when a certain condition is met (CF value, subject value, etc.). But this would depend on the JIRA functionalities as well, JIRA will need to support ticket creation in some sort of way other then filling out a form (I believe it does, but I'm not very familiar with JIRA). Also, when you turn this question around. Can JIRA create tickets inside RT. Then the answer is yes. RT supports ticket creation via e-mail but also via the commandline interface/api's. So even within JIRA you can link to these tools and create or update tickets when something important happens with a JIRA ticket. So on the RT side you can do allot, but this will depend on the API's that JIRA has. Does it allow ticket creation via mail, does it have other ways to create tickets, etc.. But for this point it will really depend on how your users will expect this functionality to work, if they want all bells and whistles then I'd still say that it's possible but the solution will become a bit more complicated (as in scripting/creating custom dashboard items with RSS feeds from JIRA or html forms for creating JIRA tickets, etc.). So allot is possible, but I'd probably try to get them to like the e-mail creation solution since it will probably integrates best (both ways). *2) See JIRA ticket status from within RT. For this one, I have worked around with a custom field which holds the ticket ID and is a link to the JIRA issue. * This can be a custom field, but you can also link URL's to a ticket as parent/child (thus the full Jira URL or other things you want to link to a ticket). *3) For Salesforce, my understanding is that they want the sales reps to be able to see what requests their customers have submitted. * If Salesforce has it's own LDAP/user directory then RT can import this periodically (e.g. extension LDAP Import). At that point, all users will be in RT (although they will be created eventually once they send an e-mail). >From that point on you can create dashboards with reports on these users, including Charts and other things (user summary pages, etc.). So if these are the actual wishes then I think RT can fit in quite nicely (though I'd still opt for replacing JIRA as wel haha). 2014-06-17 21:43 GMT+02:00 Matt Brennan : > Bart, > > Thanks for your reply. Basically, there are two functionalities they > want with JIRA: 1) Ability to create a JIRA ticket from within RT. This is > so that customer requests which will ultimately require code changes can be > properly linked; 2) See JIRA ticket status from within RT. For this one, I > have worked around with a custom field which holds the ticket ID and is a > link to the JIRA issue. > > For Salesforce, my understanding is that they want the sales reps to be > able to see what requests their customers have submitted. > > Thanks, > Matt > > > On Tue, Jun 17, 2014 at 2:39 PM, Bart wrote: > >> RT has a few ways to integrate with other products, it would help if you >> could explain what the Jira integration is (though RT could easily replace >> Jira as well, but that's my biased opinion) and how does it integratie with >> Salesforce? >> >> >> 2014-06-17 17:20 GMT+02:00 Matt Brennan : >> >>> Good Day, >>> >>> One of the teams at my company is currently using ZenDesk for customer >>> support. They are unhappy with it and want to move to RT. The question: >>> does RT have any integration with JIRA? Does RT have any integration with >>> Salesforce? ZenDesk has both, and management has stated they cannot lose >>> this functionality. >>> >>> Thanks, >>> Matt >>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >> >> >> >> -- >> Bart G. >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Bart G. -------------- next part -------------- An HTML attachment was scrubbed... URL: From l.zawada at finat.pl Wed Jun 18 08:38:49 2014 From: l.zawada at finat.pl (=?utf-8?B?WmF3YWRhIMWBdWthc3o=?=) Date: Wed, 18 Jun 2014 12:38:49 +0000 Subject: [rt-users] custom field mandatory In-Reply-To: <20140617185842.GB2912@jibsheet.com> References: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8DF20E@fn-ex-dag2w.finat.pl> <20140617185842.GB2912@jibsheet.com> Message-ID: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8E3000@fn-ex-dag2w.finat.pl> RT-Extension-MandatoryOnTransition it's not working on rt 3.8.8 I set Set( %MandatoryOnTransition, '*' => { '* -> resolved' => 'CF.Typ', }, ); Log on debug say nothing -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, June 17, 2014 9:00 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] custom field mandatory On Mon, Jun 16, 2014 at 11:47:10AM +0000, Zawada ?ukasz wrote: > When i create ticket from the web it's all ok. When mandatory custom filed it's empty a get "Input must match [Mandatory]" > But when i create ticket from email i could write comments/corespondence, change the queue, without any warning. RT's custom fields are only Mandatory in the UI. There is no core way to set Custom Fields during email creation, even if there was, we'd have to bounce emails saying "use this arcane format to set some custom fields for your support request"? You may be interested in this to ensure CFs are set prior to a ticket being resolved. https://metacpan.org/release/RT-Extension-MandatoryOnTransition -kevin From kcreasy at aph.org Wed Jun 18 08:58:48 2014 From: kcreasy at aph.org (Keith Creasy) Date: Wed, 18 Jun 2014 12:58:48 +0000 Subject: [rt-users] Bulk update does not update custom fields? Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B7874E07@WINSRVEX10.aph.org> Hi. It appears that, even though the field appears on the bulk update form, that custom fields do not actually get updated. Is this true? If it is supposed to work, how? We have a "Grant Number" custom field. I went to bulk update because I wanted to be sure the grant number for a specific queue for older tickets got the correct value. It appeared to work in that I got the list of tickets and the correct value after pressing the "Update" button. Then, when I listed or searched the tickets the grant number field still shows "No value". Thanks for any help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Wed Jun 18 09:02:48 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 18 Jun 2014 15:02:48 +0200 Subject: [rt-users] Question about Asset extension Message-ID: <20140618130248.GA28172@pcjas.obspm.fr> Hi all, Basic question about Asset extension before I try to installed it. Can I use Asset extension to manage supply ? I mean (for example) I got a 20 ink cartridges. Can I put this 20 cartridges inside RT Asset, and each time some requestor ask through RT I can ??add ??this asset and I got only 19 cartridges after I close this ticket ? So basically can I use Asset inside RT to manage supply. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 18 jui 2014 14:56:26 CEST From borepstein at gmail.com Wed Jun 18 09:30:56 2014 From: borepstein at gmail.com (Boris Epstein) Date: Wed, 18 Jun 2014 09:30:56 -0400 Subject: [rt-users] RT 4.2: extracting reports Message-ID: Hello all, I am trying to set up a some way to periodically extract activity reports from my RT installation. I have a feeling that I could use the query tool for that but I could never find a comprehensive description of the queryable fields. There are also a reporting function under "Tools -> Activity Reports" but I could never find out how to modify the output and save it. Also, there is the "Charts" functionality: http://bestpractical.com/docs/rt/4.2/charts.html Once again, the documentation is a bit lacking. So any advice on how to make this happen - with examples, if such exist - would be most appreciated. Cheers, Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From borepstein at gmail.com Wed Jun 18 10:10:15 2014 From: borepstein at gmail.com (Boris Epstein) Date: Wed, 18 Jun 2014 10:10:15 -0400 Subject: [rt-users] examples of TicketSQL scripts Message-ID: Hello all, As I understand it, there ought to be a way for one to write a script that would connect to an RT installation, pass some queries in TicketSQL to it and get the results back. Is that accurate? If so, do code samples/instructions exist? Thanks. Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Wed Jun 18 12:42:52 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Wed, 18 Jun 2014 12:42:52 -0400 Subject: [rt-users] email disabled for ticket In-Reply-To: <20140617191641.GH2912@jibsheet.com> References: <20140410164614.GC61399@jibsheet.com> <20140617191641.GH2912@jibsheet.com> Message-ID: On Tue, Jun 17, 2014 at 3:16 PM, Kevin Falcone wrote: > On Fri, Jun 13, 2014 at 01:23:47PM -0400, Hugo Escobar wrote: > > I found this thread and have a few questions: > > Unfortunately, this thread appears to be unrelated to your problems. > > > On Thu, Apr 10, 2014 at 12:46 PM, Kevin Falcone <[1] > falcone at bestpractical.com> > > wrote: > > > > On Thu, Apr 10, 2014 at 02:26:19PM +0000, Edsall, William (WJ) wrote: > > > Under `People' it says that the user (requestor)'s email is > `disabled > > for ticket'. It says > > > this just after his email address on the Requestors line. > > > > > > > > > We would like that to happen on our end but don't know how to implement > it. In > > our case, > > when a requestor is disabled it simply does not show that requestor under > > 'People' in Ticket/Display.html > > On the other hand, Ticket/ModifyPeople.html shows the disabled requestor > but no > > indication about > > the status > > You're confusing a Disabled requestor with a Squelched requestor who > has been configured to not receive mail for this ticket. > > > In our case, the 'Modify who receives email ' section just shows this > text: > > 'The checked users may receive email related to this ticket depending on > the > > action taken. Uncheck users to stop sending email to them about this > ticket.' > > but no checkboxes or any other input field ... > > > > Sys Info about our instance: > > OS: Centos6 > > RT version: 4.2.2 > > > > I tried everything in user's access control (on/off): > > - Let this user access RT, and > > - Let this user be granted rights (Privileged) > > > > I also browsed RT_Config up and down but nothing seems to control this > > particular behaviour or I'm missing something ... > > Guesses? You use only TransactionBatch scrips. You have no scrips > or users that would get mail on that ticket. You do not have > ShowOutgoingEmail. > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > After doing a clean install of RT I saw the normal behaviour in RT which is to show 'disabled for ticket' when the email has been unchecked under the 'Modify who receives email ' section. At some point this stopped happening on my system. I managed to isolate the cause and it seems to be the database. Thanks for your help -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Wed Jun 18 14:33:47 2014 From: jvdwege at xs4all.nl (Joop) Date: Wed, 18 Jun 2014 20:33:47 +0200 Subject: [rt-users] Question about Asset extension In-Reply-To: <20140618130248.GA28172@pcjas.obspm.fr> References: <20140618130248.GA28172@pcjas.obspm.fr> Message-ID: <53A1DB8B.6040202@xs4all.nl> On 18-6-2014 15:02, Albert Shih wrote: > Hi all, > > Basic question about Asset extension before I try to installed it. > > Can I use Asset extension to manage supply ? I mean (for example) I got a > 20 ink cartridges. > > Can I put this 20 cartridges inside RT Asset, and each time some requestor > ask through RT I can ? add ? this asset and I got only 19 cartridges after > I close this ticket ? > > So basically can I use Asset inside RT to manage supply. > > Regards. > > JAS I'm using RTx-AssetTracker but it should work too on the bestpractical Assets. I use a script which reads the amount of time entered on a ticket, could be any customfield, and then find the Asset that belongs to it and subtracts the time from the time the client bought. So yes with a bit of perl scripting it shouldn't be too hard. Joop From tackittj at reed.edu Wed Jun 18 15:10:27 2014 From: tackittj at reed.edu (Josh Tackitt) Date: Wed, 18 Jun 2014 12:10:27 -0700 Subject: [rt-users] user search URL? Message-ID: <53A1E423.7070601@reed.edu> Is there a way to do a user search via URL? We can already go directly to a ticket or asset via a URL. We can also perform a ticket or asset search via URL. But what about doing a User search? The goal is to use an external tool (AlfredApp) to quickly get to the User Summary page or at very least a User Search results page. Thanks, Josh From tackittj at reed.edu Wed Jun 18 15:19:12 2014 From: tackittj at reed.edu (Josh Tackitt) Date: Wed, 18 Jun 2014 12:19:12 -0700 Subject: [rt-users] insert field values in correspondence/comments? Message-ID: <53A1E630.3030805@reed.edu> I'd like to bulk update tickets and include the value of a field or custom field in each one. For example: Bulk updating X tickets. Each ticket has a Custom Field called "Activation Code". I write a single reply that goes to each selected ticket and wherever I include 'CF.{Activation Code}' it inserts the value of that field from each ticket. Basically a mail merge. Is this possible? thanks, Josh From borepstein at gmail.com Wed Jun 18 15:30:43 2014 From: borepstein at gmail.com (Boris Epstein) Date: Wed, 18 Jun 2014 15:30:43 -0400 Subject: [rt-users] changing user's permissions from outside of RT Message-ID: Hello listmates, If I need to change the user's privilleges outside of the RT - and I do have full administrative rights both on the RT host machine and within the DB server - how do I do that? Thanks. Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jun 18 15:38:11 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 18 Jun 2014 15:38:11 -0400 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? In-Reply-To: References: <20140617192813.GI2912@jibsheet.com> Message-ID: <20140618193811.GN2912@jibsheet.com> On Wed, Jun 18, 2014 at 10:53:11AM +1000, Alex Peters wrote: > That was just a transcribing error on my part.? I call a method on the RT::Date > object to get the date out in the expected format; a later message in this > thread shows the corrected code. > > At any rate, the debug output is indicating a problem even before that point. If you have a reduced sample that doesn't require Ticket->Create to expose, show that, probably with some debugging output so it can be run locally. Additionally, you may want to look into the config, there are relevant parsing options around 'Wednesday'. http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling In addition, keep in mind the timezone of the user used to create the date object and how that plays into this. And remember, RT in no way requires you to use an RT::Date to calculate Wednesday at 11am. This is perl, there are about 50 ways to do 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 falcone at bestpractical.com Wed Jun 18 15:38:53 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 18 Jun 2014 15:38:53 -0400 Subject: [rt-users] rt-remind script problem In-Reply-To: <53A16B83.3060100@creval.it> References: <5396C944.3020506@creval.it> <20140617192858.GJ2912@jibsheet.com> <53A16B83.3060100@creval.it> Message-ID: <20140618193853.GO2912@jibsheet.com> On Wed, Jun 18, 2014 at 10:32:52AM +0000, Guadagnino Cristiano wrote: > the script that I am running comes from here: > http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind > > You can find a reference to this script on Wikia too: > http://requesttracker.wikia.com/wiki/Rt-reminder Have you considered asking the author about your problems? > The message "Recipient names must be specified" does not come from the > script itself, I guess it is coming from sendmail. > Unfortunately a google search, while finding a few hits, did not turn up > to be enlightening. This implies nothing is being passed to sendmail correctly. Show a debug output, especially the part where it shows how it calls sendmail and what it passes. -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 Jun 18 15:40:01 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 18 Jun 2014 15:40:01 -0400 Subject: [rt-users] custom field mandatory In-Reply-To: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8E3000@fn-ex-dag2w.finat.pl> References: <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8DF20E@fn-ex-dag2w.finat.pl> <20140617185842.GB2912@jibsheet.com> <001FA52D9FC41647B8EDF1A2FFEC5EDA2A8E3000@fn-ex-dag2w.finat.pl> Message-ID: <20140618194001.GP2912@jibsheet.com> On Wed, Jun 18, 2014 at 12:38:49PM +0000, Zawada ?ukasz wrote: > RT-Extension-MandatoryOnTransition it's not working on rt 3.8.8 Ah, you didn't say you were using an unsupported release of RT. > I set > Set( %MandatoryOnTransition, > '*' => { > '* -> resolved' => 'CF.Typ', > }, > ); > I'm surprised you were able to install it, it should die during the installation saying "You must have at least RT 4.0.0 to run this". You can implement the code in the extension as overlays on 3.8, but the extension does not support 3.8. -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 Jun 18 15:40:19 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 18 Jun 2014 15:40:19 -0400 Subject: [rt-users] Bulk update does not update custom fields? In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B7874E07@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B7874E07@WINSRVEX10.aph.org> Message-ID: <20140618194019.GQ2912@jibsheet.com> On Wed, Jun 18, 2014 at 12:58:48PM +0000, Keith Creasy wrote: > > It appears that, even though the field appears on the bulk update form, that > custom fields do not actually get updated. Is this true? If it is supposed to > work, how? > > We have a ?Grant Number? custom field. I went to bulk update because I wanted > to be sure the grant number for a specific queue for older tickets got the > correct value. It appeared to work in that I got the list of tickets and the > correct value after pressing the ?Update? button. Then, when I listed or > searched the tickets the grant number field still shows ?No value?. What RT version. What kind of CF is your 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 Wed Jun 18 15:43:37 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 18 Jun 2014 15:43:37 -0400 Subject: [rt-users] user search URL? In-Reply-To: <53A1E423.7070601@reed.edu> References: <53A1E423.7070601@reed.edu> Message-ID: <20140618194337.GR2912@jibsheet.com> On Wed, Jun 18, 2014 at 12:10:27PM -0700, Josh Tackitt wrote: > Is there a way to do a user search via URL? > > We can already go directly to a ticket or asset via a URL. We can also > perform a ticket or asset search via URL. But what about doing a User > search? If you know the user's id http://rt.example.com/User/Summary.html?id=123456 > The goal is to use an external tool (AlfredApp) to quickly get to the User > Summary page or at very least a User Search results page. If you don't have the user id in Alfred, you can link to http://rt.example.com/User/Search.html?UserString=email at address.edu but you'll trigger a CSRF warning, it's probably that page should be whitelisted. -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 Jun 18 15:44:31 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 18 Jun 2014 15:44:31 -0400 Subject: [rt-users] insert field values in correspondence/comments? In-Reply-To: <53A1E630.3030805@reed.edu> References: <53A1E630.3030805@reed.edu> Message-ID: <20140618194431.GS2912@jibsheet.com> On Wed, Jun 18, 2014 at 12:19:12PM -0700, Josh Tackitt wrote: > I'd like to bulk update tickets and include the value of a field or custom > field in each one. For example: > > Bulk updating X tickets. Each ticket has a Custom Field called "Activation > Code". I write a single reply that goes to each selected ticket and > wherever I include 'CF.{Activation Code}' it inserts the value of that field > from each ticket. Basically a mail merge. > > Is this possible? Not from RT's Bulk Update page, since the correspond box doesn't accept templates. Could be done with Scrips, or rt-crontool and a custom template. -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 Jun 18 15:47:04 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 18 Jun 2014 15:47:04 -0400 Subject: [rt-users] adding custom field type, how to force single value In-Reply-To: References: <20140617191153.GE2912@jibsheet.com> Message-ID: <20140618194704.GT2912@jibsheet.com> On Tue, Jun 17, 2014 at 04:08:54PM -0400, Len Jaffe wrote: > In order make sure that we're solving the correct problem, since my previous > post was terse, and I'm not sure whether I used all the right key words, please > allow me to elaborate: > > Based on a similar treatment by a colleague, I have created local/html/Elements > /CustomField_Local.pm That is not the right place for a Foo_Local.pm, they go in local/lib/RT/ > The I created?local/html/Elements/EditCustomFieldJSON_Encoded_Resource_Field > and ?local/html/Elements/ShowCustomFieldJSON_Encoded_Resource_Field > > Which do what I need them to - pretty print the JSON so a human can read it and > edit it if necessary. > > But RT thinks this custom field type allows multiple entries per field, and so > pukes all over the pretty-printed JSON. > > When I use a straight "Fill in one text area" RT is ok with the JSON, but the > JSON is not pretty printed. In that case, you could use Fill in one text area for editing and just override display using the callbacks in ShowCustomField based on the CF name. Otherwise, look into the MaxValues setting. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lenjaffe at jaffesystems.com Wed Jun 18 15:57:23 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Wed, 18 Jun 2014 15:57:23 -0400 Subject: [rt-users] adding custom field type, how to force single value In-Reply-To: <20140618194704.GT2912@jibsheet.com> References: <20140617191153.GE2912@jibsheet.com> <20140618194704.GT2912@jibsheet.com> Message-ID: On Wed, Jun 18, 2014 at 3:47 PM, Kevin Falcone wrote: > On Tue, Jun 17, 2014 at 04:08:54PM -0400, Len Jaffe wrote: > > In order make sure that we're solving the correct problem, since my > previous > > post was terse, and I'm not sure whether I used all the right key words, > please > > allow me to elaborate: > > > > Based on a similar treatment by a colleague, I have created > local/html/Elements > > /CustomField_Local.pm > > That is not the right place for a Foo_Local.pm, they go in > local/lib/RT/ > Indeed. That is where it lives. I misspoke above. > > The I > created local/html/Elements/EditCustomFieldJSON_Encoded_Resource_Field > > and local/html/Elements/ShowCustomFieldJSON_Encoded_Resource_Field > > > > Which do what I need them to - pretty print the JSON so a human can read > it and > > edit it if necessary. > > > > But RT thinks this custom field type allows multiple entries per field, > and so > > pukes all over the pretty-printed JSON. > > > > When I use a straight "Fill in one text area" RT is ok with the JSON, > but the > > JSON is not pretty printed. > > In that case, you could use Fill in one text area for editing and just > override display using the callbacks in ShowCustomField based on the > CF name. > > Otherwise, look into the MaxValues setting. > > How do I associate my new custom field Type "JSON_Encoded_Resource_Field" with the "Fill in one text area" type. Is that a key value pair in the CustomField_Local override? Len. > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tackittj at reed.edu Wed Jun 18 15:59:16 2014 From: tackittj at reed.edu (Josh Tackitt) Date: Wed, 18 Jun 2014 12:59:16 -0700 Subject: [rt-users] user search URL? In-Reply-To: <20140618194337.GR2912@jibsheet.com> References: <53A1E423.7070601@reed.edu> <20140618194337.GR2912@jibsheet.com> Message-ID: <53A1EF94.6080001@reed.edu> On 6/18/14, 12:43 PM, Kevin Falcone wrote: > On Wed, Jun 18, 2014 at 12:10:27PM -0700, Josh Tackitt wrote: >> Is there a way to do a user search via URL? >> >> We can already go directly to a ticket or asset via a URL. We can also >> perform a ticket or asset search via URL. But what about doing a User >> search? > If you know the user's id > http://rt.example.com/User/Summary.html?id=123456 > >> The goal is to use an external tool (AlfredApp) to quickly get to the User >> Summary page or at very least a User Search results page. > If you don't have the user id in Alfred, you can link to > http://rt.example.com/User/Search.html?UserString=email at address.edu > but you'll trigger a CSRF warning, it's probably that page should be > whitelisted. > > -kevin > Perfect! Thank you! -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jun 18 16:42:46 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 18 Jun 2014 16:42:46 -0400 Subject: [rt-users] user search URL? In-Reply-To: <20140618194337.GR2912@jibsheet.com> References: <53A1E423.7070601@reed.edu> <20140618194337.GR2912@jibsheet.com> Message-ID: <53A1F9C6.5050308@bestpractical.com> On 06/18/2014 03:43 PM, Kevin Falcone wrote: > If you don't have the user id in Alfred, you can link to > http://rt.example.com/User/Search.html?UserString=email at address.edu > > but you'll trigger a CSRF warning, it's probably that page should be > whitelisted. For reference, I've just pushed a commit to whitelist it, which will be in 4.2.6. - Alex From Albert.Shih at obspm.fr Wed Jun 18 17:44:52 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 18 Jun 2014 23:44:52 +0200 Subject: [rt-users] Question about Asset extension In-Reply-To: <53A1DB8B.6040202@xs4all.nl> References: <20140618130248.GA28172@pcjas.obspm.fr> <53A1DB8B.6040202@xs4all.nl> Message-ID: <20140618214452.GA32521@pcjas.obspm.fr> Le 18/06/2014 ? 20:33:47+0200, Joop a ?crit > > Basic question about Asset extension before I try to installed it. > > > > Can I use Asset extension to manage supply ? I mean (for example) I got a > > 20 ink cartridges. > > > > Can I put this 20 cartridges inside RT Asset, and each time some requestor > > ask through RT I can ? add ? this asset and I got only 19 cartridges after > > I close this ticket ? > > > > So basically can I use Asset inside RT to manage supply. > > > > Regards. > > > > JAS > I'm using RTx-AssetTracker but it should work too on the bestpractical > Assets. I use a script which reads the amount of time entered on a So you mean I got something like ??amount ??for any asset ? > ticket, could be any customfield, and then find the Asset that belongs > to it and subtracts the time from the time the client bought. > So yes with a bit of perl scripting it shouldn't be too hard. the point is the ??time ??is a native field on RT, what I like to have is when I answer a ticket I can ? click ??on some ??use ????x ??? asset ? and the amount of ??asset ??is change by minus ? x ?? I think we can do some trick by using custom field but, it's not really user friendly. Thanks for your answer. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 18 jui 2014 23:44:20 CEST From alex at peters.net Wed Jun 18 21:25:52 2014 From: alex at peters.net (Alex Peters) Date: Thu, 19 Jun 2014 11:25:52 +1000 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? In-Reply-To: <20140618193811.GN2912@jibsheet.com> References: <20140617192813.GI2912@jibsheet.com> <20140618193811.GN2912@jibsheet.com> Message-ID: The code posted in my original message, minus the $ticket->Create call, generates debug output showing the problem independent of ticket creation. In that message I've highlighted the discrepancies in that debug output in red. Your comments on that specific output would be greatly appreciated. I don't believe that the date/time configuration options are relevant, because I'm explicitly specifying "11am Wednesday" in an RT::Date->Set call and getting an epoch for "11am Tuesday." My timezone is not offset from GMT by 24 hours. I want to be able to enter freeform text and have it interpreted relative to the RT-configured timezone, hence my use of RT::Date. On 19/06/2014 5:38 am, "Kevin Falcone" wrote: > On Wed, Jun 18, 2014 at 10:53:11AM +1000, Alex Peters wrote: > > That was just a transcribing error on my part. I call a method on the > RT::Date > > object to get the date out in the expected format; a later message in > this > > thread shows the corrected code. > > > > At any rate, the debug output is indicating a problem even before that > point. > > If you have a reduced sample that doesn't require Ticket->Create to > expose, show that, probably with some debugging output so it can be > run locally. Additionally, you may want to look into the config, > there are relevant parsing options around 'Wednesday'. > > http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling > > In addition, keep in mind the timezone of the user used to create the > date object and how that plays into this. > > And remember, RT in no way requires you to use an RT::Date to > calculate Wednesday at 11am. This is perl, there are about 50 ways to > do it. > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Thu Jun 19 03:46:56 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 19 Jun 2014 07:46:56 +0000 Subject: [rt-users] rt-remind script problem In-Reply-To: <20140618193853.GO2912@jibsheet.com> References: <5396C944.3020506@creval.it> <20140617192858.GJ2912@jibsheet.com> <53A16B83.3060100@creval.it> <20140618193853.GO2912@jibsheet.com> Message-ID: <53A2961F.3020400@creval.it> Kevin Falcone ha scritto: On Wed, Jun 18, 2014 at 10:32:52AM +0000, Guadagnino Cristiano wrote: the script that I am running comes from here: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind You can find a reference to this script on Wikia too: http://requesttracker.wikia.com/wiki/Rt-reminder Have you considered asking the author about your problems? No, not until now. I was not sure if it was a "user error" or a program error, so I wrote to this list to seek other users of this script. The message "Recipient names must be specified" does not come from the script itself, I guess it is coming from sendmail. Unfortunately a google search, while finding a few hits, did not turn up to be enlightening. This implies nothing is being passed to sendmail correctly. Show a debug output, especially the part where it shows how it calls sendmail and what it passes. -kevin I think I found out the problem. I am reporting it here just for documentation if someone has the same problem in the future. This is an example of invoking "rt-remind -A -d" (i.e. with the debug flag activated): ________________________________ ====== Would call '/usr/lib/sendmail -oi' with this input: Content-Type: text/plain; charset="ISO-8859-15" From: RT Reminder To: "Cristiano Guadagnino" Subject: Outstanding RT tickets This is a summary of all open, new, stalled or future tickets assigned to: "Cristiano Guadagnino" Id Status Pri Created Subject 50993 stalled 50 Thu 09-05-13 I: Quadrivio RMBS 2013 - Analisi storiche - Aggiornamento Aprile 2013 http://rtbkd.amended.bkd/ ________________________________ As you can see, it would call "/usr/lib/sendmail -oi". I found out that it should be calling "/usr/lib/sendmail -t -oi" so that sendmail picks the address of the recipient from the message itself. Otherwise, sendmail expects to find the address of the recipient as a command-line argument. The strange this is that it gets the command line from RT configuration (you can see it at line 136 of the script), and RT is sending emails corectly. And even stranger is the fact that this script has worked for years. However, I solved the problem amending the script to add "-t" to the command line. Since this is not part of the core product, I guess we can consider this solved. Thank you! Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From katina.haytova at securax.org Thu Jun 19 04:45:03 2014 From: katina.haytova at securax.org (Katina Haytova) Date: Thu, 19 Jun 2014 11:45:03 +0300 Subject: [rt-users] New line tag? (autofill addon in FireFox puts
tag, RT does not interpret it ) In-Reply-To: References: <5396CE11.70700@securax.org> Message-ID: <53A2A30F.8080105@securax.org> Hello, The addon that I am using is called auto-fill forms, the icon is like a pencil.. Maybe I need to use some specific Java tag? On 11/06/14 03:13, Alex Peters wrote: > What is the specific add-on? > > To me this sounds like an issue with the add-on rather than with RT. RT > just uses a standard text area element to my knowledge. > From aaron.mccarthy at southwestern.ie Thu Jun 19 05:30:56 2014 From: aaron.mccarthy at southwestern.ie (Aaron McCarthy) Date: Thu, 19 Jun 2014 02:30:56 -0700 (PDT) Subject: [rt-users] Receiving Error in RT-Logs Message-ID: <1403170256691-57716.post@n7.nabble.com> Hi, For the past few days I have been messing around with SLA's. I managed to get them working but ever since then (I think) I have been receiving an error in RT-Logs. The error message I am getting is: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /usr/share/request-tracker4/lib/RT/Ticket.pm line 3334 during global destruction. (/usr/share/request-tracker4/lib/RT/Ticket.pm:3334) I do not understand why I am seeing this error. Can any one help please? Many thanks and regards, Aaron -- View this message in context: http://requesttracker.8502.n7.nabble.com/Receiving-Error-in-RT-Logs-tp57716.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mike.johnson at nosm.ca Thu Jun 19 09:59:10 2014 From: mike.johnson at nosm.ca (Mike Johnson) Date: Thu, 19 Jun 2014 09:59:10 -0400 Subject: [rt-users] help: using RT with a gmail acct In-Reply-To: <522DF959-549C-4F7C-A13B-3733EB297F7E@gmail.com> References: <522DF959-549C-4F7C-A13B-3733EB297F7E@gmail.com> Message-ID: I have fetchmail sucking in emails from gmail, and pushing that to rt-mailgate. it's pretty easy to setup. Install fetchmail, get it running as per it's instructions and config it something like this poll imap.gmail.com proto imap port 993: username youraccount at gmail.com password yourpass ssl mda "/perl rt -mailgate --url --queue --action " I am pretty sure you have to log into the gmail account and turn on imap for you to be able to use fetchmail in imap mode... Hope that helps! Mike. On Tue, Jun 17, 2014 at 11:11 AM, Al Joslin wrote: > Hi All, > > I've managed to get RT to send emails using a gmail account, but now I'm > trying to get it to read emails. > > If understand this [email/mta/mua/etc] all correctly then I have to have > my own mta (as described here: > http://www.spencerstirling.com/computergeek/email.html) so that the mail > will be delivered properly to RT > > RT will not go out and read a mailbox -- is this correct? > > thanks > al; > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Thu Jun 19 10:34:27 2014 From: aaron.mccarthy at southwestern.ie (Aaron McCarthy) Date: Thu, 19 Jun 2014 07:34:27 -0700 (PDT) Subject: [rt-users] SLA Issue Message-ID: <1403188467946-57718.post@n7.nabble.com> Hello, I have made SLA's using CustomField and I wrote a scrip that will set a priority number and a due date depending on which level of SLA it is assigned to. When I try to do a Priority Escalate the Priority jumps from e.g. 50 - 1 or 99 - 50 etc. It wont escalate in order. I don't understand why. Can anyone help please. Regards, Aaron -- View this message in context: http://requesttracker.8502.n7.nabble.com/SLA-Issue-tp57718.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jun 19 12:17:19 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Jun 2014 12:17:19 -0400 Subject: [rt-users] Receiving Error in RT-Logs In-Reply-To: <1403170256691-57716.post@n7.nabble.com> References: <1403170256691-57716.post@n7.nabble.com> Message-ID: <20140619161719.GU2912@jibsheet.com> On Thu, Jun 19, 2014 at 02:30:56AM -0700, Aaron McCarthy wrote: > > Too late to safely run transaction-batch scrips! This is typically caused > by using ticket objects at the top-level of a script which uses the RT API. > Be sure to explicitly undef such ticket objects, or put them inside of a > lexical scope. at /usr/share/request-tracker4/lib/RT/Ticket.pm line 3334 > during global destruction. > (/usr/share/request-tracker4/lib/RT/Ticket.pm:3334) > > I do not understand why I am seeing this error. Can any one help please? > As it indicates, this error is caused by something keeping a ticket around too long. We would need to know your actual RT version, as well as custom code you've written. You may also get more information if you enable LogStackTraces at the warning level. It's possible this is tied to your later question where you ask about misbehaving code, but don't show the code. -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 Jun 19 12:19:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Jun 2014 12:19:08 -0400 Subject: [rt-users] adding custom field type, how to force single value In-Reply-To: References: <20140617191153.GE2912@jibsheet.com> <20140618194704.GT2912@jibsheet.com> Message-ID: <20140619161908.GV2912@jibsheet.com> On Wed, Jun 18, 2014 at 03:57:23PM -0400, Len Jaffe wrote: > How do I associate my new custom field Type "JSON_Encoded_Resource_Field" with > the "Fill in one text area" type. Is that a key value pair in the > CustomField_Local override? Please note, I wasn't suggesting that you use a custom type if you go the "only override display" route. You use the ShowComponentName callback in Elements/ShowCustomFields to say "For these CFs, use ShowCustomField_JSON_Encoded_Resource_Field" and then editing just works as a normal text box. Alternately, again, ensure your MaxValues is set properly for your custom CF type. -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 Jun 19 12:31:33 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Jun 2014 12:31:33 -0400 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? In-Reply-To: References: <20140617192813.GI2912@jibsheet.com> <20140618193811.GN2912@jibsheet.com> Message-ID: <20140619163133.GW2912@jibsheet.com> On Thu, Jun 19, 2014 at 11:25:52AM +1000, Alex Peters wrote: > The code posted in my original message, minus the $ticket->Create call, > generates debug output showing the problem independent of ticket creation.? In > that message I've highlighted the? discrepancies in that debug output in red.? > Your comments on that specific output would be greatly appreciated. > > I don't believe that the date/time configuration options are relevant, because > I'm explicitly specifying "11am Wednesday" in an RT::Date->Set call and getting > an epoch for "11am Tuesday."? My timezone is not offset from GMT by 24 hours. Since RT::Date uses Time::ParseDate, I'm not sure that your syntax is valid. https://metacpan.org/pod/Time::ParseDate Time::ParseDate is going to default to shenanigans when you feed it bad data. I'm not yet convinced of an actual RT::Date bug here, just bad input to ParseDate and timezone confusion (remember whose timezone is applied when you create an RT::Date with the System User). use lib './lib'; use RT -init; my $due_date = RT::Date->new($RT::SystemUser); $due_date->Set( Value => '11am tomorrow', Format => 'unknown', Timezone => 'America/New_York', ); print $due_date->ISO; works fine for me, using days in the parser does not, but that does not surprise me, Time::ParseDate is fragile, although doesn't try to use the Julian calendar as often as other parsing modules. Have you considered https://metacpan.org/pod/RT::Extension::RepeatTicket -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lenjaffe at jaffesystems.com Thu Jun 19 12:34:23 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Thu, 19 Jun 2014 12:34:23 -0400 Subject: [rt-users] adding custom field type, how to force single value In-Reply-To: <20140619161908.GV2912@jibsheet.com> References: <20140617191153.GE2912@jibsheet.com> <20140618194704.GT2912@jibsheet.com> <20140619161908.GV2912@jibsheet.com> Message-ID: On Thu, Jun 19, 2014 at 12:19 PM, Kevin Falcone wrote: > On Wed, Jun 18, 2014 at 03:57:23PM -0400, Len Jaffe wrote: > > How do I associate my new custom field Type > "JSON_Encoded_Resource_Field" with > > the "Fill in one text area" type. Is that a key value pair in the > > CustomField_Local override? > > Please note, I wasn't suggesting that you use a custom type if you go > the "only override display" route. You use the ShowComponentName > callback in Elements/ShowCustomFields to say "For these CFs, use > ShowCustomField_JSON_Encoded_Resource_Field" and then editing just > works as a normal text box. > OK. BUT.. I think at some point I got an erro fo rnot having an Edit file to go along with Show in the /Elements dir. I'll try it out again later today. > > Alternately, again, ensure your MaxValues is set properly for your > custom CF type. > Can I do that in the CustomField_Local file or do I have to specifically manipulate the database? Len. > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 19 12:34:53 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 19 Jun 2014 12:34:53 -0400 Subject: [rt-users] rt-remind script problem In-Reply-To: <53A2961F.3020400@creval.it> References: <5396C944.3020506@creval.it> <20140617192858.GJ2912@jibsheet.com> <53A16B83.3060100@creval.it> <20140618193853.GO2912@jibsheet.com> <53A2961F.3020400@creval.it> Message-ID: <20140619163453.GX2912@jibsheet.com> On Thu, Jun 19, 2014 at 07:46:56AM +0000, Guadagnino Cristiano wrote: > > As you can see, it would call "/usr/lib/sendmail -oi". I found out that it > should be calling "/usr/lib/sendmail -t -oi" so that sendmail picks the address > of the recipient from the message itself. Otherwise, sendmail expects to find > the address of the recipient as a command-line argument. > > The strange this is that it gets the command line from RT configuration (you > can see it at line 136 of the script), and RT is sending emails corectly. > And even stranger is the fact that this script has worked for years. In RT we automatically add/remove the -t as needed. If you use sendmailpipe (the default) we add on -t, if you use sendmail, we remove the -t. Although we documented removing the -t when changing your MailCommand, users did not, so it was seen as better to just do it automatically as needed. This change landed in 4.2.0. You should contact the author so their code can be updated to be 4.2 compatible. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From aaron.mccarthy at southwestern.ie Thu Jun 19 12:18:49 2014 From: aaron.mccarthy at southwestern.ie (Aaron McCarthy) Date: Thu, 19 Jun 2014 17:18:49 +0100 Subject: [rt-users] Receiving Error in RT-Logs In-Reply-To: <20140619161719.GU2912@jibsheet.com> References: <1403170256691-57716.post@n7.nabble.com>, <20140619161719.GU2912@jibsheet.com> Message-ID: <26AF6F14FFD8AC4C867906B9B24A7F780790D9DDA341@SWS-EXCH-01.sws.ie> Since then I have resolved the issue of this error in the RT-logs. It turns out. It was one of my templates acting up. I was using $ticketObj instead of $ticket. I am still receiving a problem with regards to escalating the priority though. -Aaron As it indicates, this error is caused by something keeping a ticket around too long. We would need to know your actual RT version, as well as custom code you've written. You may also get more information if you enable LogStackTraces at the warning level. It's possible this is tied to your later question where you ask about misbehaving code, but don't show the code. -kevin This email and any files transmitted with it are confidential and may be privileged and are intended solely for the use of the individual or entity to whom they are addressed. If you are not an addressee, any unauthorised direct or indirect dissemination, distribution, publication or copying of this message and any attachments is strictly prohibited. If you have received this email in error please notify the sender immediately, and delete this email from your system. This email has been swept for viruses, but it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its system or data. Please carry out virus and other checks as you consider appropriate. No responsibility is accepted by SouthWestern in this regard. SouthWestern Business Process Services Ltd. Registered in Ireland, Company Number 377757 Registered Office: Unit B, West Cork Technology Park, Clonakilty, Co. Cork, Ireland Directors: N. O?Leary, U. Kenny, J. Costello, P. Morrissey, K. Calnan, J. Walsh, T. Cowhig and D. O'Donohoe. From lists at lolling.org Thu Jun 19 12:56:28 2014 From: lists at lolling.org (Lists) Date: Thu, 19 Jun 2014 11:56:28 -0500 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 Message-ID: <53A3163C.9030909@lolling.org> Hi, As I have posted recently, I am working on upgrading our current production RT 3.8.1 to RT 4.2.5 I have a working copy of RT 3.8.1 on my test server including a copy of our current production database which is over 18 gig of old data. I have imported this database into RT 4 and when I run make upgrade-database against the RT4 database, it runs a while and then dies with a message that the script was killed. What I would like to be able to do before our "real" production upgrade is to wipeout everything from a given date back, including objects/attachments or anything associated with tickets older than 3 years. Our current production RT3 database, in all it's glory will be archived for posterity. I was not the original admin of our RT system, so I am still on the learning curve and not completely familiar with all of the database tables and how they are linked. Will RT:Shredder do this or do I need to use a custom mysql query to catch everything? Thanks, Dave From darin at darins.net Thu Jun 19 13:39:54 2014 From: darin at darins.net (Darin Perusich) Date: Thu, 19 Jun 2014 13:39:54 -0400 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <53A3163C.9030909@lolling.org> References: <53A3163C.9030909@lolling.org> Message-ID: http://requesttracker.wikia.com/wiki/Shredder -- Later, Darin On Thu, Jun 19, 2014 at 12:56 PM, Lists wrote: > Hi, > > As I have posted recently, I am working on upgrading our current production > RT 3.8.1 to RT 4.2.5 > > I have a working copy of RT 3.8.1 on my test server including a copy of our > current production database which is over 18 gig of old data. I have > imported this database into RT 4 and when I run make upgrade-database > against the RT4 database, it runs a while and then dies with a message that > the script was killed. > > What I would like to be able to do before our "real" production upgrade is > to wipeout everything from a given date back, including objects/attachments > or anything associated with tickets older than 3 years. Our current > production RT3 database, in all it's glory will be archived for posterity. > I was not the original admin of our RT system, so I am still on the learning > curve and not completely familiar with all of the database tables and how > they are linked. > > Will RT:Shredder do this or do I need to use a custom mysql query to catch > everything? > > Thanks, > > Dave > > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training From alexmv at bestpractical.com Thu Jun 19 13:52:42 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 19 Jun 2014 13:52:42 -0400 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <53A3163C.9030909@lolling.org> References: <53A3163C.9030909@lolling.org> Message-ID: <53A3236A.4040501@bestpractical.com> On 06/19/2014 12:56 PM, Lists wrote: > I have a working copy of RT 3.8.1 on my test server including a copy of > our current production database which is over 18 gig of old data. I > have imported this database into RT 4 and when I run make > upgrade-database against the RT4 database, it runs a while and then dies > with a message that the script was killed. It would be extremely helpful to see the output of the failed upgrade. > What I would like to be able to do before our "real" production upgrade > is to wipeout everything from a given date back, including > objects/attachments or anything associated with tickets older than 3 > years. Our current production RT3 database, in all it's glory will be > archived for posterity. I was not the original admin of our RT system, > so I am still on the learning curve and not completely familiar with all > of the database tables and how they are linked. > > Will RT:Shredder do this or do I need to use a custom mysql query to > catch everything? Shredder is the solution to removing data while preserving integrity, but I would strongly advise instead determining and addressing what your actual problem is. - Alex From mepstein at illinois.edu Thu Jun 19 15:41:53 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Thu, 19 Jun 2014 14:41:53 -0500 (CDT) Subject: [rt-users] non-admin user editing custom field values Message-ID: Greetings. I'm using RT 4.0.2. I set up some custom fields specific to a queue. They are each of the type "Select one value", and for each of them I defined a few values. Can the users of this queue (who are not general RT admins) modify these custom fields' values? If so, how? We have things set up where basically for each queue there's a group that has access to it. On the queue's Group Rights page, I gave this group "View custom field values (SeeCustomField)" under the "General rights" tab, and "Modify custom field values (ModifyCustomField)" under the "Rights for Staff" tab. Should that allow these users (i.e., members of this group) to modify the custom fields' values? One of the users tried, but couldn't see a way to do it. Do they need some other access? On a custom field's page, I see that there is also a Group Rights link/page, with similar permissions as the above two -- "View custom fields (SeeCustomField)" under the "General rights" tab, and "Add, modify and delete custom field values for objects (ModifyCustomField)" under the "Rights for Staff" tab. How do these permissions differ from the above two? Are they needed in addition to or instead of them? Should they allow these users to modify these values? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu From fjleon at outlook.com Fri Jun 20 09:32:01 2014 From: fjleon at outlook.com (Francisco Leon) Date: Fri, 20 Jun 2014 13:32:01 +0000 (UTC) Subject: [rt-users] Issues with permissions and Asset extension Message-ID: Hello everyone, i am new with request tracker and am trying to understand how RT handles permissions. We are an insurance company with a small helpdesk team (3 support guys and myself as manager) We use exchange 2007 as email and i have configured the external auth extension to handle authentication. We want two methods for users to report tickets: they can send an email or login to the RT site with their active directory login. This works fine and the account gets autocreated, i have AutoCreateNonExternalUsers and UserAutoCreateDefaultsOnLogin set to 1. My first question is, should the regular users be privileged or unprivileged? I just want those users to be able to report tickets through mail and the website. They should be able to only see their tickets and reply them. I have read the book (including the helpdesk examples) and the documentation, and i was leaning to make all users privileged, but then they can see the rt at a glance site "owned" tickets and such. So now i am leaning through unprivileged accounts. I am trying to use the Assets extension (1.01), and i have configured one catalog with 5 custom fields, and set permissions on the catalog. The privileged users can see their assets on the rt at a glance page. Since i am leaning for unprivileged accounts (i don't want to see the "10 highest priority cases i own", or "10 recent tickets without owner" or such). But when i put my sample user account as unprivileged, the following happens: -Can't seem to find a way to put the "my assets" on the selfservice page, so the only way to see the asset is to manually search for it or click on the asset menu. -When using the "create linked ticket" option from the asset menu, i don't see the "assets" tab. If i do the same from my helpdesk account (which belongs on a group) i get a blank assets tab instead, even when my group has the 3 basic permissions see assets, see catalogs, see custom fields. I appreciate any help. From alexmv at bestpractical.com Fri Jun 20 11:16:26 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 20 Jun 2014 11:16:26 -0400 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <53A338E3.3020708@lolling.org> References: <53A3163C.9030909@lolling.org> <53A3236A.4040501@bestpractical.com> <53A338E3.3020708@lolling.org> Message-ID: <53A4504A.8090203@bestpractical.com> On 06/19/2014 03:24 PM, Lists wrote: > [snip] Please keep all replies on-list. > I will try the upgrade-database again. The script did not report any > additional information other than it was killed. The precise error is important, as is the location in the upgrade process where it was reported. - Alex From lists at lolling.org Fri Jun 20 11:26:38 2014 From: lists at lolling.org (Lists) Date: Fri, 20 Jun 2014 10:26:38 -0500 Subject: [rt-users] rt-shredder madness Message-ID: <53A452AE.20700@lolling.org> Hi, I have been trying to run rt-shredder to clean up my database before upgrading and an unable to get it to work. I have been following the syntax either as presented by the ./rt-shredder --plugin help-Tickets as well as what is documented in the 4.2.5 section of the website and nothing seems to work. As per the examples, here is the latest command I tried executing which errors out. ./rt-shredder --plugin 'Tickets=query,Status = "deleted" OR Status = "rejected" ) LastUpdated < '2006-11-29 20:34:26'' SQL dump file is '/opt/rt4/sbin/20140620T152023-0001.sql' [25293] [Fri Jun 20 15:20:23 2014] [error]: Couldn't parse query: Wrong query, expecting a AGGREGATOR in 'Status = "deleted" OR Status = "rejected" >)<--here LastUpdated < 2006-11-29' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130. (/opt/rt4/sbin/../lib/RT/Tickets.pm:3030) Couldn't load plugin Error: Bad query argument, error: Wrong query, expecting a AGGREGATOR in 'Status = "deleted" OR Status = "rejected" >)<--here LastUpdated < 2006-11-29' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130. I have also tried other variations: ./rt-shredder --plugin 'Tickets=query,LastUpdated = "2007-01-10 22:31:10"' SQL dump file is '/opt/rt4/sbin/20140620T152132-0001.sql' [25298] [Fri Jun 20 15:21:32 2014] [warning]: DBD::mysql::st execute failed: Unknown column 'main.IsMerged' in 'where clause' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:589) [25298] [Fri Jun 20 15:21:32 2014] [warning]: RT::Handle=HASH(0x1190db8) couldn't execute the query 'SELECT main.* FROM Tickets main WHERE (main.IsMerged IS NULL) AND (main.Type = 'ticket') AND ( ( main.LastUpdated >= '2007-01-10 06:00:00' AND main.LastUpdated < '2007-01-11 06:00:00' ) ) ORDER BY main.id ASC LIMIT 10' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x1190db8), "SELECT main.* FROM Tickets main WHERE (main.IsMerged IS NULL"...) called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 239 DBIx::SearchBuilder::_DoSearch(RT::Tickets=HASH(0x591c288)) called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 983 RT::SearchBuilder::_DoSearch(RT::Tickets=HASH(0x591c288)) called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2377 RT::Tickets::_DoSearch(RT::Tickets=HASH(0x591c288)) called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 507 DBIx::SearchBuilder::Next(RT::Tickets=HASH(0x591c288)) called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2349 RT::Tickets::Next(RT::Tickets=HASH(0x591c288)) called at /opt/rt4/sbin/../lib/RT/Shredder.pm line 354 RT::Shredder::CastObjectsToRecords("RT::Shredder", "Objects", RT::Tickets=HASH(0x591c288)) called at /opt/rt4/sbin/../lib/RT/Shredder.pm line 363 RT::Shredder::CastObjectsToRecords("RT::Shredder", "Objects", ARRAY(0x357c608)) called at ./rt-shredder line 268 main::process_plugins(RT::Shredder=HASH(0x10af448)) called at ./rt-shredder line 164 (/usr/local/share/perl5/Carp.pm:169) Objects list is empty, try refine search options The two errors I keep encountering are Error: Bad query argument, error: Wrong query, expecting a AGGREGATOR .... or Objects list is empty, try refine search options Like I said, I have tried many variations. Can anyone see what I am doing wrong? Thanks, Dave From falcone at bestpractical.com Fri Jun 20 11:32:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Jun 2014 11:32:41 -0400 Subject: [rt-users] rt-shredder madness In-Reply-To: <53A452AE.20700@lolling.org> References: <53A452AE.20700@lolling.org> Message-ID: <20140620153241.GY2912@jibsheet.com> On Fri, Jun 20, 2014 at 10:26:38AM -0500, Lists wrote: > I have been trying to run rt-shredder to clean up my database before > upgrading and an unable to get it to work. I have been following the syntax > either as presented by the ./rt-shredder --plugin help-Tickets as well as > what is documented in the 4.2.5 section of the website and nothing seems to > work. One of your errors indicates this upgrade didn't go swimmingly, are you sure it completed? > As per the examples, here is the latest command I tried executing which > errors out. > > ./rt-shredder --plugin 'Tickets=query,Status = "deleted" OR Status = > "rejected" ) LastUpdated < '2006-11-29 20:34:26'' > > SQL dump file is '/opt/rt4/sbin/20140620T152023-0001.sql' > [25293] [Fri Jun 20 15:20:23 2014] [error]: Couldn't parse query: Wrong > query, expecting a AGGREGATOR in 'Status = "deleted" OR Status = "rejected" > >)<--here LastUpdated < 2006-11-29' at /opt/rt4/sbin/../lib/RT/SQL.pm line You have a closing paren, but no opening paren. This is invalid, it's showing you the closing ) that lacks an opening ( > I have also tried other variations: > > ./rt-shredder --plugin 'Tickets=query,LastUpdated = "2007-01-10 22:31:10"' > > SQL dump file is '/opt/rt4/sbin/20140620T152132-0001.sql' > [25298] [Fri Jun 20 15:21:32 2014] [warning]: DBD::mysql::st execute failed: > Unknown column 'main.IsMerged' in 'where clause' at Tickets.IsMerged is a new column in RT 4.2, are you sure your upgrade completed? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lists at lolling.org Fri Jun 20 11:42:34 2014 From: lists at lolling.org (Lists) Date: Fri, 20 Jun 2014 10:42:34 -0500 Subject: [rt-users] rt-shredder madness In-Reply-To: <20140620153241.GY2912@jibsheet.com> References: <53A452AE.20700@lolling.org> <20140620153241.GY2912@jibsheet.com> Message-ID: <53A4566A.3070804@lolling.org> Thanks for the information Kevin, Yes, the upgrade completed with no problems. I had RT 4.2.5 running with the default configs and default rt4 database. Long story short, I have been having problems getting the database upgrade to complete so I was attempting to trim the database before attempting to run the upgrade script again. The database I am attempting to run the RT 4.2.5 version of rt-shredder is actually a renamed copy of my rt3 database before attempting to run the database upgrade script, so it makes sense that a column would be missing, etc. I had begun to suspect that was the case but it was after 1:30 AM so I wasn't motivated to run the 3.8.1 version of shredder against my rt3 database first. I will try to trim my rt3 database using that version of rt-shredder before importing into rt4 and if that doesn't work, I will report back. Thankfully this is a test server so if I break something it's not critical. Thanks, Dave On 6/20/2014 10:32 AM, Kevin Falcone wrote: > On Fri, Jun 20, 2014 at 10:26:38AM -0500, Lists wrote: >> I have been trying to run rt-shredder to clean up my database before >> upgrading and an unable to get it to work. I have been following the syntax >> either as presented by the ./rt-shredder --plugin help-Tickets as well as >> what is documented in the 4.2.5 section of the website and nothing seems to >> work. > One of your errors indicates this upgrade didn't go swimmingly, are > you sure it completed? > >> As per the examples, here is the latest command I tried executing which >> errors out. >> >> ./rt-shredder --plugin 'Tickets=query,Status = "deleted" OR Status = >> "rejected" ) LastUpdated < '2006-11-29 20:34:26'' >> >> SQL dump file is '/opt/rt4/sbin/20140620T152023-0001.sql' >> [25293] [Fri Jun 20 15:20:23 2014] [error]: Couldn't parse query: Wrong >> query, expecting a AGGREGATOR in 'Status = "deleted" OR Status = "rejected" >>> )<--here LastUpdated < 2006-11-29' at /opt/rt4/sbin/../lib/RT/SQL.pm line > You have a closing paren, but no opening paren. This is invalid, it's > showing you the closing ) that lacks an opening ( > >> I have also tried other variations: >> >> ./rt-shredder --plugin 'Tickets=query,LastUpdated = "2007-01-10 22:31:10"' >> >> SQL dump file is '/opt/rt4/sbin/20140620T152132-0001.sql' >> [25298] [Fri Jun 20 15:21:32 2014] [warning]: DBD::mysql::st execute failed: >> Unknown column 'main.IsMerged' in 'where clause' at > Tickets.IsMerged is a new column in RT 4.2, are you sure your upgrade > completed? > > -kevin > > From falcone at bestpractical.com Fri Jun 20 12:07:27 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Jun 2014 12:07:27 -0400 Subject: [rt-users] non-admin user editing custom field values In-Reply-To: References: Message-ID: <20140620160727.GZ2912@jibsheet.com> On Thu, Jun 19, 2014 at 02:41:53PM -0500, Milt Epstein wrote: > Can the users of this queue (who are not general RT admins) modify > these custom fields' values? If so, how? The ModifyCustomFieldValues right is what you want. The users will also need ShowConfigTab in order to see the right menus to get to the Custom Field editing page. > On a custom field's page, I see that there is also a Group Rights > link/page, with similar permissions as the above two -- "View custom > fields (SeeCustomField)" under the "General rights" tab, and "Add, > modify and delete custom field values for objects (ModifyCustomField)" > under the "Rights for Staff" tab. How do these permissions differ > from the above two? Are they needed in addition to or instead of > them? Should they allow these users to modify these values? Rights granted on the Queue to a group apply to ALL CFs applied to that Queue. Rights granted to a CF apply only to that CF, but independent of which queues it is applied to. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mepstein at illinois.edu Fri Jun 20 13:25:52 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Fri, 20 Jun 2014 12:25:52 -0500 (CDT) Subject: [rt-users] non-admin user editing custom field values In-Reply-To: <20140620160727.GZ2912@jibsheet.com> References: <20140620160727.GZ2912@jibsheet.com> Message-ID: Kevin, Thanks very much! It was the ShowConfigTab permission that did it. I had a feeling there was another access they needed in order to be able to get to the place where they could modify the custom fields' values. I found ShowConfigTab under Configuration, Global, Group Rights. BTW, the other permission is called ModifyCustomField -- apparently it was earlier called ModifyObjectCustomFieldValues, but then shortened. On Fri, 20 Jun 2014, Kevin Falcone wrote: > On Thu, Jun 19, 2014 at 02:41:53PM -0500, Milt Epstein wrote: > > Can the users of this queue (who are not general RT admins) modify > > these custom fields' values? If so, how? > > The ModifyCustomFieldValues right is what you want. > The users will also need ShowConfigTab in order to see the right menus > to get to the Custom Field editing page. > > > On a custom field's page, I see that there is also a Group Rights > > link/page, with similar permissions as the above two -- "View custom > > fields (SeeCustomField)" under the "General rights" tab, and "Add, > > modify and delete custom field values for objects (ModifyCustomField)" > > under the "Rights for Staff" tab. How do these permissions differ > > from the above two? Are they needed in addition to or instead of > > them? Should they allow these users to modify these values? > > Rights granted on the Queue to a group apply to ALL CFs applied to > that Queue. Rights granted to a CF apply only to that CF, but > independent of which queues it is applied to. > > -kevin > Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu From lists at lolling.org Fri Jun 20 13:26:11 2014 From: lists at lolling.org (Lists) Date: Fri, 20 Jun 2014 12:26:11 -0500 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <53A4504A.8090203@bestpractical.com> References: <53A3163C.9030909@lolling.org> <53A3236A.4040501@bestpractical.com> <53A338E3.3020708@lolling.org> <53A4504A.8090203@bestpractical.com> Message-ID: <53A46EB3.3030605@lolling.org> The make upgrade-database process runs for a short while and this is what I get from the command line. Proceed [y/N]:y Processing 3.8.2 Now inserting data. [25360] [Fri Jun 20 15:49:26 2014] [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. (./etc/upgrade/3.8.2/content:6) make: *** [upgrade-database] Killed I am attempting to upgrade from 3.8.1 to 4.2.5. Is there additional logging/debug I can turn on or log files elsewhere I can check to see what is happening? Thanks, Dave On 6/20/2014 10:16 AM, Alex Vandiver wrote: > On 06/19/2014 03:24 PM, Lists wrote: >> [snip] > Please keep all replies on-list. > >> I will try the upgrade-database again. The script did not report any >> additional information other than it was killed. > The precise error is important, as is the location in the upgrade > process where it was reported. > - Alex > > > From adam.thomas at sgs.com Fri Jun 20 14:51:30 2014 From: adam.thomas at sgs.com (AdamThomas) Date: Fri, 20 Jun 2014 11:51:30 -0700 (PDT) Subject: [rt-users] Blank "To" line Message-ID: <1403290289934-57741.post@n7.nabble.com> We have an issue with our users that they are including every email address on the cc line. These emails should not create a ticket. How can I make it so that if the "To" line is blank, then don't create the ticket. I did try a couple things but it seemed to be disabling ticket creation all togteher. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Blank-To-line-tp57741.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Jun 20 15:39:29 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Jun 2014 15:39:29 -0400 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <53A46EB3.3030605@lolling.org> References: <53A3163C.9030909@lolling.org> <53A3236A.4040501@bestpractical.com> <53A338E3.3020708@lolling.org> <53A4504A.8090203@bestpractical.com> <53A46EB3.3030605@lolling.org> Message-ID: <20140620193929.GA2912@jibsheet.com> On Fri, Jun 20, 2014 at 12:26:11PM -0500, Lists wrote: > > The make upgrade-database process runs for a short while and this is what I > get from the command line. > > Proceed [y/N]:y > Processing 3.8.2 > Now inserting data. > [25360] [Fri Jun 20 15:49:26 2014] [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. > (./etc/upgrade/3.8.2/content:6) > make: *** [upgrade-database] Killed > > I am attempting to upgrade from 3.8.1 to 4.2.5. > > Is there additional logging/debug I can turn on or log files elsewhere I can > check to see what is happening? Connect to your database and run; select count(*) from Attributes; select count(*) from Attributes where Name = 'DeferredRecipients' and Content IS NULL; -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 Jun 20 15:51:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Jun 2014 15:51:08 -0400 Subject: [rt-users] non-admin user editing custom field values In-Reply-To: References: <20140620160727.GZ2912@jibsheet.com> Message-ID: <20140620195108.GB2912@jibsheet.com> On Fri, Jun 20, 2014 at 12:25:52PM -0500, Milt Epstein wrote: > Thanks very much! It was the ShowConfigTab permission that did it. I > had a feeling there was another access they needed in order to be able > to get to the place where they could modify the custom fields' values. > > I found ShowConfigTab under Configuration, Global, Group Rights. > > BTW, the other permission is called ModifyCustomField -- apparently it > was earlier called ModifyObjectCustomFieldValues, but then shortened. ModifyCustomField lets you set a value for a CF on the object where it is applied (so let's you pick a value for a CF on a ticket). The right I was thinking of is called AdminCustomFieldValues which lets you add/remove values from a select CF but doesn't let you change other things about the CF (like AdminCustomField would). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From steve.hopps at gmail.com Fri Jun 20 16:11:48 2014 From: steve.hopps at gmail.com (Steven Hopps) Date: Fri, 20 Jun 2014 16:11:48 -0400 Subject: [rt-users] Slow load times Message-ID: <53A49584.6080704@gmail.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I have a small site operating rt 4.2 with nginx and mysql, using spawn-fcgi to execute RT. I have an issue with load times for tickets. A few of my ticket histories are somewhat large (I've seen larger) and they fail to load. I get a 'gateway timed out' error. When I run htop I see cpu at 100%, with perl-fcgi being the culprit. It's a small site, I am the only user, and the server doesn't do much besides hosting RT. Most tickets load relatively quickly. Is there something I can do to diagnose and fix this issue? - -- Steven Hopps || steve.hopps at gmail.com 650-762-5466 || http://www.linkedin.com/in/shopps PGP public key: http://tinyurl.com/steve-hopps -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.20 (MingW32) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJTpJWEAAoJEMbA/4/kCJKkyFEH/1Wxg4EjCVHx3NVoL2Zp7ZQc 9UTgV+AKKg8AApEhHm4wHoSbEy8wjRE1OH0pY/u8WVJe6H9NsA5BaaJL5VuhYTFR kwLSfBLSbBmXE74MbhGDF8+08XkDWxU1eDkx3k4fUrMS4tMgeKwn8hnix+Uk9l+P iFvZwpaF5iSfsLd+c9H01OGA85rDJxaZGFtbndHcb3kYAINLvA5r5oFDuiO3PWCA cf/Bm1zs069/EezILijiy22Whcmt2M7iZyG5TzMd9EeEm5nvML2ZnX3dhPLzY1h3 aKcp1t0fNipBAxPUWvWSOgBWcGp4u2uwaHnoeXsSffJlZvXB+Z/3jHbmWbmoWeg= =0FV0 -----END PGP SIGNATURE----- From ktm at rice.edu Fri Jun 20 15:56:30 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 20 Jun 2014 14:56:30 -0500 Subject: [rt-users] RTIR for RT 4.2? Message-ID: <20140620195630.GC7249@aart.rice.edu> Hi, Are we any closer to an ETA for a RT 4.2 compatible RTIR? We are currently on the unsupported 3.8 series and would prefer to upgrade to the current release of RT, instead of starting behind the curve. Regards, Ken From lists at lolling.org Fri Jun 20 19:16:02 2014 From: lists at lolling.org (Lists) Date: Fri, 20 Jun 2014 18:16:02 -0500 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <20140620193929.GA2912@jibsheet.com> References: <53A3163C.9030909@lolling.org> <53A3236A.4040501@bestpractical.com> <53A338E3.3020708@lolling.org> <53A4504A.8090203@bestpractical.com> <53A46EB3.3030605@lolling.org> <20140620193929.GA2912@jibsheet.com> Message-ID: <53A4C0B2.1030206@lolling.org> On 6/20/2014 2:39 PM, Kevin Falcone wrote: > On Fri, Jun 20, 2014 at 12:26:11PM -0500, Lists wrote: >> The make upgrade-database process runs for a short while and this is what I >> get from the command line. >> >> Proceed [y/N]:y >> Processing 3.8.2 >> Now inserting data. >> [25360] [Fri Jun 20 15:49:26 2014] [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. >> (./etc/upgrade/3.8.2/content:6) >> make: *** [upgrade-database] Killed >> >> I am attempting to upgrade from 3.8.1 to 4.2.5. >> >> Is there additional logging/debug I can turn on or log files elsewhere I can >> check to see what is happening? > Connect to your database and run; > select count(*) from Attributes; > select count(*) from Attributes where Name = 'DeferredRecipients' and Content IS NULL; > > -kevin When I run this against the database I am trying to upgrade, I get: mysql> select count(*) from Attributes; +----------+ | count(*) | +----------+ | 1831962 | +----------+ 1 row in set (2.50 sec) mysql> select count(*) from Attributes where Name = 'DeferredRecipients' and Content IS NULL; +----------+ | count(*) | +----------+ | 1829169 | +----------+ 1 row in set (10.32 sec) What do these queries indicate? Dave From markus.wildbolz at aon.at Sat Jun 21 07:22:27 2014 From: markus.wildbolz at aon.at (Markus Wildbolz) Date: Sat, 21 Jun 2014 13:22:27 +0200 Subject: [rt-users] Possible bug updating user information from LDAP - A charset issue? Message-ID: Hi guys! I've connected my RT installation via RT::Authen::ExternalAuth to my active directory server. All now is working fine, but I found in the logs, that my user information is updated every time i log on to RT saying in the logs [8682] [Sat Jun 21 11:19:10 2014] [debug]: UPDATED user markus.wildbolz: User markus.wildbolz: City changed from 'G?ssendorf' to 'G?ssendorf' (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:452) But there is no change in the user information in AD. Maybe this has something todo with the used character set, because the right value would be 'G?ssendorf' (or same issue with '?sterreich'). Is there any possibility to get rid of this?? Greetings, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: From vlad.shpolyanskiy at gmail.com Sat Jun 21 12:08:09 2014 From: vlad.shpolyanskiy at gmail.com (Vlad V. Shpolyanskiy) Date: Sat, 21 Jun 2014 19:08:09 +0300 Subject: [rt-users] outlook extra newlines Message-ID: <1713124358.20140621190809@gmail.com> Hi Guys! Today I've upgraded my RT from version 3.8.17 to 4.2.5 But I still have an issue with extra newlines being added by RT if e-mail is sent to RT in html format from MS Outlook(2010/2013). Sure, the option "Set( $CheckMoreMSMailHeaders, 1);" is added to the RT_SiteConfig.pm. Do you have any ideas how to fix this? Thanks in advance. -- Regards, Vlad V. Shpolyanskiy VS4241-RIPE VS603-UANIC mailto:Vlad.Shpolyanskiy at gmail.com From gmbaxter at gmail.com Sun Jun 22 12:46:37 2014 From: gmbaxter at gmail.com (Guy Baxter) Date: Sun, 22 Jun 2014 17:46:37 +0100 Subject: [rt-users] Dashboard Help In-Reply-To: <20140617191408.GF2912@jibsheet.com> References: <20140617191408.GF2912@jibsheet.com> Message-ID: Hi Kevin, thanks for the reply. Unfortunately I'm running 4.0.1 and don't have that option. Is there any way to do this without upgrading. Thanks. On Tuesday, 17 June 2014, Kevin Falcone wrote: > On Tue, Jun 17, 2014 at 11:52:00AM +0100, Guy Baxter wrote: > > I'm looking to create a custom dashboard, similar to the way in which > > "QuickSearch" functions. I would like it to display a list of queues, > and then > > show how many tickets are New, Open, Stalled for each queue. > > > > In the query builder I seem to be stuck at the getting RT to count the > total > > number of tickets per status, rather than just the total number of > tickets. > > > > I have the following: > > > > Query: > > Queue = 'SW_Bugs' OR Queue = 'SW_Incoming' OR Queue = 'SW_Projects' > > > > Format: > > '__QueueName__', > > '__Status__' > > That's just going to list the tickets with Queue Name and the Status. > If you click on Chart, in 4.2 the default is to group/count by Status, > you can further group by Queue and then save that and stick it on your > dashboard. > > You may find this helpful > http://bestpractical.com/docs/rt/latest/charts.html > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From op at bumg.de Mon Jun 23 03:14:02 2014 From: op at bumg.de (opolke) Date: Mon, 23 Jun 2014 00:14:02 -0700 (PDT) Subject: [rt-users] Signature per queue for replies only Message-ID: <1403507642631-57750.post@n7.nabble.com> Hi There, we have set up a script per queue for signatures. Problem is with ?on correspondence?: when a requestor sends an email he gets the message he just has sent plus signature-template back per email. So we need a script that just sends out the signature-template when one of us replies to a ticket via RT. Is there any solution for this? We need something like ?onReply?. Cheers, Oliver -- View this message in context: http://requesttracker.8502.n7.nabble.com/Signature-per-queue-for-replies-only-tp57750.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lists at lolling.org Mon Jun 23 11:58:40 2014 From: lists at lolling.org (Lists) Date: Mon, 23 Jun 2014 10:58:40 -0500 Subject: [rt-users] RT Shredder - More Questions Message-ID: <53A84EB0.4070500@lolling.org> OK, so I am making a little more progress. I am running the rt-shredder script from /opt/rt3/sbin against my rt3 database. That seems to work a little better! I have tickets in my rt3 database that were created as far back as 2006-11-29. My goal is to keep the last three years of tickets and anything associated with the tickets, attachments, etc. So ANYTHING associated with a ticket older than 3 years old (including the ticket and attachments) I need to wipeout. I am confused why I am not seeing more tickets / records being removed from the database with each run of rt-shredder. For example from the mysql> prompt I run: select count(*) from Tickets where Created < "2009-07-01 00:00:00"; and get '30473' but when I run ./rt-shredder --plugin 'Tickets=query,Created < "2009-07-01 00:00:00"' it will return something like: Next objects would be deleted: RT::Ticket-45 object RT::Ticket-46 object RT::Ticket-47 object RT::Ticket-48 object RT::Ticket-49 object RT::Ticket-50 object RT::Ticket-51 object RT::Ticket-52 object RT::Ticket-53 object RT::Ticket-54 object and then after running rt-shredder I run: select count(*) from Tickets where Created < "2009-07-01 00:00:00"; again and get '30453' Should I be using a different query with rt-shredder? Again, the goal is to clean up the data properly so I don't have any orphan data hanging around before I convert the database to rt4. Thanks, Dave From mepstein at illinois.edu Mon Jun 23 12:20:28 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Mon, 23 Jun 2014 11:20:28 -0500 (CDT) Subject: [rt-users] non-admin user editing custom field values In-Reply-To: <20140620195108.GB2912@jibsheet.com> References: <20140620160727.GZ2912@jibsheet.com> <20140620195108.GB2912@jibsheet.com> Message-ID: OK, I see. That permission, AdminCustomFieldValues, I see in two places under Configuration: Configuration, Custom Field, the particular custom field, Group Rights Configuration, Global, Group Rights I assume the difference between these is kind of like the other case, the first is specific to the particular custom field, the second is global to all custom fields. Thanks again. > On Fri, Jun 20, 2014 at 12:25:52PM -0500, Milt Epstein wrote: > > Thanks very much! It was the ShowConfigTab permission that did it. I > > had a feeling there was another access they needed in order to be able > > to get to the place where they could modify the custom fields' values. > > > > I found ShowConfigTab under Configuration, Global, Group Rights. > > > > BTW, the other permission is called ModifyCustomField -- apparently it > > was earlier called ModifyObjectCustomFieldValues, but then shortened. > > ModifyCustomField lets you set a value for a CF on the object where it > is applied (so let's you pick a value for a CF on a ticket). > The right I was thinking of is called AdminCustomFieldValues which > lets you add/remove values from a select CF but doesn't let you change > other things about the CF (like AdminCustomField would). > > -kevin > Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu From alexmv at bestpractical.com Mon Jun 23 12:29:14 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 23 Jun 2014 12:29:14 -0400 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <53A4C0B2.1030206@lolling.org> References: <53A3163C.9030909@lolling.org> <53A3236A.4040501@bestpractical.com> <53A338E3.3020708@lolling.org> <53A4504A.8090203@bestpractical.com> <53A46EB3.3030605@lolling.org> <20140620193929.GA2912@jibsheet.com> <53A4C0B2.1030206@lolling.org> Message-ID: <53A855DA.4070404@bestpractical.com> On 06/20/2014 07:16 PM, Lists wrote: > When I run this against the database I am trying to upgrade, I get: > > mysql> select count(*) from Attributes; > +----------+ > | count(*) | > +----------+ > | 1831962 | > +----------+ > 1 row in set (2.50 sec) > > mysql> select count(*) from Attributes where Name = 'DeferredRecipients' > and Content IS NULL; > +----------+ > | count(*) | > +----------+ > | 1829169 | > +----------+ > 1 row in set (10.32 sec) > > What do these queries indicate? RT 3.8.1 contained a bug that caused it to create an excess of Attributes -- one for every transaction. Upgrading attempts to load these into memory. You can safely remove them before upgrading: DELETE FROM Attributes WHERE Name = 'DeferredRecipients' AND Content IS NULL; Your upgrade should then be able to complete. - Alex From lists at lolling.org Mon Jun 23 12:36:22 2014 From: lists at lolling.org (Lists) Date: Mon, 23 Jun 2014 11:36:22 -0500 Subject: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5 In-Reply-To: <53A855DA.4070404@bestpractical.com> References: <53A3163C.9030909@lolling.org> <53A3236A.4040501@bestpractical.com> <53A338E3.3020708@lolling.org> <53A4504A.8090203@bestpractical.com> <53A46EB3.3030605@lolling.org> <20140620193929.GA2912@jibsheet.com> <53A4C0B2.1030206@lolling.org> <53A855DA.4070404@bestpractical.com> Message-ID: <53A85786.6070402@lolling.org> Thanks for the info Alex, I appreciate it and will give it a try. Dave On 6/23/2014 11:29 AM, Alex Vandiver wrote: > On 06/20/2014 07:16 PM, Lists wrote: >> When I run this against the database I am trying to upgrade, I get: >> >> mysql> select count(*) from Attributes; >> +----------+ >> | count(*) | >> +----------+ >> | 1831962 | >> +----------+ >> 1 row in set (2.50 sec) >> >> mysql> select count(*) from Attributes where Name = 'DeferredRecipients' >> and Content IS NULL; >> +----------+ >> | count(*) | >> +----------+ >> | 1829169 | >> +----------+ >> 1 row in set (10.32 sec) >> >> What do these queries indicate? > RT 3.8.1 contained a bug that caused it to create an excess of > Attributes -- one for every transaction. Upgrading attempts to load > these into memory. You can safely remove them before upgrading: > > DELETE FROM Attributes > WHERE Name = 'DeferredRecipients' > AND Content IS NULL; > > Your upgrade should then be able to complete. > - Alex > > > From mepstein at illinois.edu Mon Jun 23 12:52:12 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Mon, 23 Jun 2014 11:52:12 -0500 (CDT) Subject: [rt-users] Customizing newest unowned tickets search with user-specific data? Message-ID: Greetings. I'm trying to customize the "10 newest uowned tickets" search (the one that appears on the main page by default, I believe). I get to the page to edit the predefined "Search - Unowned Tickets" search, and it shows the logic for the search: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) I want to exclude tickets in a certain queue, which by itself is pretty straightforward, just add: AND Queue != 'somequeue' But that's not quite what I want to do. First, I should say that we have groups organized per queue, so that for instance we have a group 'rt-somequeue' with access to the queue 'somequeue'. What I really want to do in the logic above, is exclude that queue unless the user is in that corresponding group, something like: AND ( Queue != 'somequeue' OR ) Is there a way to do this, either using the criteria listed on the Query Builder page (which seems to be all ticket-related), or by directly editing the search? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu From alex at peters.net Tue Jun 24 07:40:23 2014 From: alex at peters.net (Alex Peters) Date: Tue, 24 Jun 2014 21:40:23 +1000 Subject: [rt-users] how to unset a ticket's Due date? Message-ID: I'm trying to remove a Due date from a ticket. Historically, entering "-" or "0" into the field worked fine for me. When I try this now however (RT v4.2.5), the page just reloads and the date doesn't get removed. Neither "not set" nor just whitespace have any effect when entered either. Nothing amazing is showing up in the logs: [...] [warning]: Couldn't parse date '-' by Time::ParseDate (.../RT/Date.pm:231) [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate (.../RT/Date.pm:231) What's the "official" way to remove a Due date from a ticket now? -------------- next part -------------- An HTML attachment was scrubbed... URL: From michelle at sorbs.net Tue Jun 24 06:43:18 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Tue, 24 Jun 2014 12:43:18 +0200 Subject: [rt-users] Slow ticket loading.... In-Reply-To: <5373EFFC.4070106@sorbs.net> References: <5371DA20.7030302@sorbs.net> <53726D89.9020103@bestpractical.com> <5372E063.4090902@sorbs.net> <5373EFFC.4070106@sorbs.net> Message-ID: <53A95646.1030600@sorbs.net> Michelle Sullivan wrote: > Michelle Sullivan wrote: > >> Alex Vandiver wrote: >> >> >>> On 05/13/2014 05:39 AM, Michelle Sullivan via RT wrote: >>> >>> >>> >>>> [snip] >>>> >>>> >>>> >>> This message was rejected from rt-users because it was over 1M of >>> logfiles. Please don't send large messages to the list; you're welcome >>> to provide a link to complete logs for those interested in them, of course. >>> >>> >>> >> I actually didn't know the size (though I knew it might be bigger than >> acceptable by the list software - figured some intelligent person would >> choose to deal or allow it ;-) ) >> >> >> >>> >>> >>> >>>> Here's the result of what RT4 does to the DB (note: RT3.8 does *NOT* >>>> suffer the same problems - as am running that and just trying to >>>> upgrade.. Also note: RT 4.0.19 on Apache 2.2 with ModPerl2 running >>>> against some very fast PostgreSQL 8.4.10 DBs (cluster of 4 servers) - >>>> round trip to them is around 25-50ms)... the query log for a *SINGLE* >>>> ticket follows... >>>> >>>> >>>> >>> This only occurs on the first request; DBIx::SearchBuilder calls >>> DBI->column_info to determine the set of columns for each RT table, to >>> be able to use them in the GROUP BY. It then caches the information; >>> none of the queries to pg_constraints should happen after the first request. >>> >>> >>> >> Yeah - i'm seeing this every time a ticket is loaded - so RT/DBIx is not >> caching it... and that's probably because the IDs are different - so >> even pgpool/memcached setup can't cache it... >> >> >> >>> There are two fixes to this; one is to find a way to not call >>> DBIx::SearchBuilder->Fields, which is what calls DBI->column_info, which >>> causes the slow queries. RT is currently using the set of columns so >>> obtained to pass to GROUP BY to perform both a DISTINCT and ORDER BY; Pg >>> 9.1 is smart enough to know that grouping by the primary key is enough >>> to imply the remaining columns as well[1]. As such, the attached patch >>> (which has only been briefly tested) may suffice. >>> >>> >>> >> I'm on 8.4 will that work as well, or should I not bother? (I can't >> upgrade to 9.1 yet, as much as I want to - the software on the system is >> in the hands of the Operations team and controlled by puppet so 8.x -> >> 9.x is impossible without corrupting everything or Operations input). >> >> > > FYI it appears every new connection to the DB is causing > DBI->column_info to be called. On the 'in test' system this happens a > lot .. page loads when it opens a new connection is +4 minutes... > regardless of the page. > > It's quite usable with and without pgpool (it's faster without) - except > when a new connection is opened. > > So, I have my individual ticket load times running 4 times faster (minimum) with the following patch to DBIx::SearchBuilder: --- DBIx/SearchBuilder/Handle.pm.orig 2014-06-24 05:21:54.000000000 -0500 +++ DBIx/SearchBuilder/Handle.pm 2014-06-24 05:21:41.000000000 -0500 @@ -1429,14 +1429,16 @@ sub Fields { my $self = shift; my $table = shift; + my $lctn = lc $table; - unless ( keys %FIELDS_IN_TABLE ) { - my $sth = $self->dbh->column_info( undef, '', '%', '%' ) + unless ( keys %FIELDS_IN_TABLE && exists $FIELDS_IN_TABLE{$lctn} ) { + my $sth = $self->dbh->column_info( undef, '', $table, '%' ) or return (); my $info = $sth->fetchall_arrayref({}); foreach my $e ( @$info ) { - push @{ $FIELDS_IN_TABLE{ lc $e->{'TABLE_NAME'} } ||= [] }, lc $e->{'COLUMN_NAME'}; + push @{ $FIELDS_IN_TABLE{ $lctn } ||= [] }, lc $e->{'COLUMN_NAME'}; } + $FIELDS_IN_TABLE{ $lctn } ||= []; # empty list so we don't call column_info() again. } return @{ $FIELDS_IN_TABLE{$lctn } || [] }; I don't know how much this will break (if anything) but the 1000's of queries is dropped to just a few when calling Fields(). What I know it will break is if you call Fields with a table name not matching the case of the table in the DB (for the first call) it will not return the table and it will block returning the table after that - even if you subsequently call with the correct case... which is because of using the "lc $table" (in the original: lc $e->{'TABLE_NAME'}) ... which should not be done as in PostgreSQL you can have Table1, table1, and taBLE1 as valid tables (though they are probably a bad idea) in the same DB and schema.... It should be case sensitive so dropping all the 'lc's would be a good idea in my opinion (if nothing else because having 2 table names the same but different case and definition will result in Fields being the wrong values for at least one of the tables.) Jesse, thoughts? -- Michelle Sullivan http://www.mhix.org/ From aaron.mccarthy at southwestern.ie Tue Jun 24 08:02:08 2014 From: aaron.mccarthy at southwestern.ie (Aaron McCarthy) Date: Tue, 24 Jun 2014 05:02:08 -0700 (PDT) Subject: [rt-users] Change Management Multiple Owners Message-ID: <1403611328327-57759.post@n7.nabble.com> Hello, I am trying to implement CM solution using Request Tracker. I am using version 4.0.4. Is there any way I can add multiple owners to approve tickets instead of just one? I know there is an "AdminCC group" option for version 4.0.5 or later. This is not an option for us at this time. Is there any way to do this without updating RT? All the best, Aaron -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-Management-Multiple-Owners-tp57759.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From plummer at geneseo.edu Tue Jun 24 14:21:05 2014 From: plummer at geneseo.edu (Shawn Plummer) Date: Tue, 24 Jun 2014 14:21:05 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: <20140617190149.GC2912@jibsheet.com> References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> Message-ID: On Jun 17, 2014, at 3:01 PM, Kevin Falcone wrote: > Look for slow queries in your database (there are oracle specific > reports for this) or try turning on MasonX::Profiler in development > and see what RT is doing when it times out. I enabled MasonX::Profiler as you suggested. Here is the relevant log entries RT::Config::__ANON__('RT::Config=HASH(0x14eab98)', undef) called at /opt/rt4devel/sbin/../lib/RT/Config.pm line 1159 RT::Config::PostLoadCheck('RT::Config=HASH(0x14eab98)') called at /opt/rt4devel/sbin/../lib/RT.pm line 199 RT::Init('RT', 'Heavy', 1) called at /opt/rt4devel/sbin/rt-server.fcgi line 126 ==> /var/log/httpd/error_log <== =Mason= localhost - /index.html BEGINS {{{ =Mason= localhost - /autohandler {{{ =Mason= localhost - /Elements/SetupSessionCookie {{{ At this point there is a 3 minute (I upped it to see if it would ever finish) wait until fcgi times out and throws the internal server error. ==> /var/log/httpd/rt4devel_error_log <== [Tue Jun 24 14:17:06 2014] [warn] [client 137.238.60.9] mod_fcgid: read data timeout in 180 seconds, referer: https://rtdevel.geneseo.edu/index.html?HomeRefreshInterval=120 [Tue Jun 24 14:17:06 2014] [error] [client 137.238.60.9] Premature end of script headers: rt-server.fcgi, referer: https://rtdevel.geneseo.edu/index.html?HomeRefreshInterval=120 ==> /var/log/httpd/error_log <== =Mason= localhost - /favicon.ico BEGINS {{{ =Mason= localhost - /autohandler {{{ =Mason= localhost - /Elements/SetupSessionCookie }}} 180.1433 TONS more Mason logs Not sure what this really tells me. Our DBA is looking into the database side. Apparently It is blocking itself going against the 11g database. Sessions are blocking other sessions. We are looking into any possible database parameters new to 11g that cause this behavior to be different from our production 10g RT database. -- Shawn Plummer Systems Manager | SUNY Geneseo South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Jun 24 15:02:32 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 24 Jun 2014 15:02:32 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> Message-ID: <53A9CB48.9090201@bestpractical.com> On 06/24/2014 02:21 PM, Shawn Plummer wrote: > Not sure what this really tells me. > > Our DBA is looking into the database side. Apparently It is blocking > itself going against the 11g database. Sessions are blocking other > sessions. We are looking into any possible database parameters new to > 11g that cause this behavior to be different from our production 10g RT > database. Sounds like it's indeed related to session locking. You can try switching to on-disk sessions and see if it resolves the issue: Set($WebSessionClass, "Apache::Session::File"); However, we'd also be interested to hear what your DBA discovers about the deadlocks, as this issue may well bite other Oracle users, and we'd like to resolve it. - Alex From alexmv at bestpractical.com Tue Jun 24 15:17:31 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 24 Jun 2014 15:17:31 -0400 Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <1403611328327-57759.post@n7.nabble.com> References: <1403611328327-57759.post@n7.nabble.com> Message-ID: <53A9CECB.50209@bestpractical.com> On 06/24/2014 08:02 AM, Aaron McCarthy wrote: > I am trying to implement CM solution using Request Tracker. I am > using version 4.0.4. Is there any way I can add multiple owners to > approve tickets instead of just one? > > I know there is an "AdminCC group" option for version 4.0.5 or > later. RT does not allow multiple owners, and never will. However, AdminCcs are in no way new in 4.0.5 (where did you find that misinformation?). If you grant the AdminCc role appropriate rights, they work just fine for letting any one of multiple users approve the ticket. > This is not an option for us at this time. Is there any way to do > this without updating RT? Upgrade. There are multiple disclosed security vulnerabilities against 4.0.4, including SQL injection, arbitrary information disclosure, and cross-site request forgery. Upgrades within a stable series are designed to be as painless as possible. - Alex From alexmv at bestpractical.com Tue Jun 24 16:24:43 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 24 Jun 2014 16:24:43 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> <53A9CB48.9090201@bestpractical.com> Message-ID: <53A9DE8B.3080603@bestpractical.com> On 06/24/2014 04:03 PM, Shawn Plummer wrote: > [snip] Please keep replies on-list. - Alex >> Sounds like it's indeed related to session locking. You can try >> switching to on-disk sessions and see if it resolves the issue: >> >> Set($WebSessionClass, "Apache::Session::File?); >> > Running this way did indeed prevent the error from occurring. We > switched back to database sessions to perform more testing. > >> However, we'd also be interested to hear what your DBA discovers about >> the deadlocks, as this issue may well bite other Oracle users, and we'd >> like to resolve it. > > Our DBA has been doing some research and believes FOR UPDATE in this > statement is the issue > > SELECT a_session > FROM sessions > WHERE id = :p1 FOR UPDATE > > From Oracle Doc: > How Oracle Database Locks Data > > Locks are mechanisms that prevent destructive interaction between > transactions accessing the same resource?either user objects such as > tables and rows or system objects not visible to users, such as shared > data structures in memory and data dictionary rows. > > In all cases, Oracle Database automatically obtains necessary locks when > executing SQL statements, so users need not be concerned with such > details. Oracle Database automatically uses the lowest applicable level > of restrictiveness to provide the highest degree of data concurrency yet > also provide fail-safe data integrity. Oracle Database also allows the > user to lock data manually. > > More > details: http://docs.oracle.com/cd/B28359_01/server.111/b28318/consist.htm#CNCPT020 > > There is also a doc showing that SELECT FOR UPDATE behavior is different > from 10g to 11g. Doc ID 858518.1 > > And further information on FOR > UPDATE http://markjbobak.wordpress.com/2010/04/06/unintended-consequences/ > > > -- > Shawn Plummer > Systems Manager | SUNY Geneseo > South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit > From gmbaxter at gmail.com Wed Jun 25 11:29:12 2014 From: gmbaxter at gmail.com (Guy Baxter) Date: Wed, 25 Jun 2014 16:29:12 +0100 Subject: [rt-users] Dashboard Help In-Reply-To: References: <20140617191408.GF2912@jibsheet.com> Message-ID: I updated to 4.2.5 without any issues and am able to achieve what I wanted the way you described. Thanks. On 22 Jun 2014 17:46, "Guy Baxter" wrote: > Hi Kevin, thanks for the reply. > > Unfortunately I'm running 4.0.1 and don't have that option. Is there any > way to do this without upgrading. > > Thanks. > > On Tuesday, 17 June 2014, Kevin Falcone wrote: > >> On Tue, Jun 17, 2014 at 11:52:00AM +0100, Guy Baxter wrote: >> > I'm looking to create a custom dashboard, similar to the way in which >> > "QuickSearch" functions. I would like it to display a list of queues, >> and then >> > show how many tickets are New, Open, Stalled for each queue. >> > >> > In the query builder I seem to be stuck at the getting RT to count the >> total >> > number of tickets per status, rather than just the total number of >> tickets. >> > >> > I have the following: >> > >> > Query: >> > Queue = 'SW_Bugs' OR Queue = 'SW_Incoming' OR Queue = 'SW_Projects' >> > >> > Format: >> > '__QueueName__', >> > '__Status__' >> >> That's just going to list the tickets with Queue Name and the Status. >> If you click on Chart, in 4.2 the default is to group/count by Status, >> you can further group by Queue and then save that and stick it on your >> dashboard. >> >> You may find this helpful >> http://bestpractical.com/docs/rt/latest/charts.html >> >> -kevin >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jun 25 13:11:24 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 25 Jun 2014 13:11:24 -0400 Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <26AF6F14FFD8AC4C867906B9B24A7F780790D9DDA397@SWS-EXCH-01.sws.ie> References: <1403611328327-57759.post@n7.nabble.com>, <53A9CECB.50209@bestpractical.com> <26AF6F14FFD8AC4C867906B9B24A7F780790D9DDA397@SWS-EXCH-01.sws.ie> Message-ID: <53AB02BC.6050308@bestpractical.com> On 06/25/2014 07:36 AM, Aaron McCarthy wrote: > Sorry to bother you again. Keep all replies on-list. I do not have time to reply to every email, and replying to me directly means that (a) others do not have the opportunity to respond, and (b) denies answers to current and future readers of the list. If you need commercial support, which does get you a direct, reliable line to the BPS engineers for complete answers, I can put you in touch with our sales side. > I have tried using the code because it seems like it is what i'm > looking for, however, the tickets do not come up as "pending approval" > anymore, they are coming up as "new". "Pending Approval" is not a status; "new" is. You'll need to be more specific. > This is what I am using: > ===Create-Ticket: approval > { # Find out who the administrators of the group called "HR" > # of which the creator of this ticket is a member > > my $name = "DL_IT_Request_Tracker_Admins"; > > my $groups = RT::Groups->new(RT->SystemUser); > $groups->LimitToUserDefinedGroups(); > $groups->Limit(FIELD => "Name", OPERATOR => "=", VALUE => "$name"); > $groups->WithMember($TransactionObj->CreatorObj->Id); > > my $groupid = $groups->First->Id; This finds you a group named "DL_IT_Request_Tracker_Admins" which the triggering user is a member of. I'm skeptical that the latter half of the phrase is what you want; I expect you want: my $group = RT::Group->new(RT->SystemUser); $group->LoadUserDefinedGroup( "DL_IT_Request_Tracker_Admins" ); > my $adminccs = RT::Users->new(RT->SystemUser); > $adminccs->WhoHaveRight( > Right => "AdminGroup", > Object =>$groups->First, > IncludeSystemRights => undef, > IncludeSuperusers => 0, > IncludeSubgroupMembers => 0, > ); This finds people who have the ability to add and remove users from the aforementioned group. I see no reason that this is what you want. > my @admins; > while (my $admin = $adminccs->Next) { > push (@admins, $admin->EmailAddress); > } This is unnecessary; see below. > } > Queue: ___Approvals > Type: approval > AdminCc: {join ("\nAdminCc: ", at admins) } Use: AdminCc: { $group->MemberEmailAddressesAsString } > Depended-On-By: TOP > Refers-To: TOP > Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} > Due: {time + 86400} > Content-Type: text/plain > Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} > Blah > Blah > ENDOFCONTENT > ===Create-Ticket: two > Subject: Manager approval > Type: approval > Depended-On-By: TOP > Refers-To: {$Tickets{"create-approval"}->Id} > Queue: ___Approvals > Content-Type: text/plain > Content: > Your approval is required for this ticket, too. > ENDOFCONTENT This second approval has no owner or admincc. - Alex From borepstein at gmail.com Wed Jun 25 16:07:36 2014 From: borepstein at gmail.com (Boris Epstein) Date: Wed, 25 Jun 2014 16:07:36 -0400 Subject: [rt-users] Found (302) error Message-ID: Hello all, I am trying to connect to an RT server and get my tickets listed but am getting the above error instead. I have verified that I do manage to connect and authenticate (see the text below; in the first instance I deliberately used an incorrect password): [bepstein at usfr-jeff ~]$ rt list Query:Status!='resolved' and Status!='rejected' Strong encryption not available, switched off by externalauth=0 Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted Press CTRL-C now if you do not want to continue Password: rt: Incorrect username or password. [bepstein at usfr-jeff ~]$ rt list Query:Status!='resolved' and Status!='rejected' Strong encryption not available, switched off by externalauth=0 Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted Press CTRL-C now if you do not want to continue Password: rt: Server error: Found (302) [bepstein at usfr-jeff ~]$ Any help on this much appreciated. Cheers, Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From brennanma at gmail.com Wed Jun 25 20:05:59 2014 From: brennanma at gmail.com (Matt Brennan) Date: Wed, 25 Jun 2014 20:05:59 -0400 Subject: [rt-users] Found (302) error In-Reply-To: References: Message-ID: 302 is a temporary redirect HTTP code. Which web server are you using for RT? On Wed, Jun 25, 2014 at 4:07 PM, Boris Epstein wrote: > Hello all, > > I am trying to connect to an RT server and get my tickets listed but am > getting the above error instead. I have verified that I do manage to > connect and authenticate (see the text below; in the first instance I > deliberately used an incorrect password): > > [bepstein at usfr-jeff ~]$ rt list > Query:Status!='resolved' and Status!='rejected' > Strong encryption not available, switched off by externalauth=0 > Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted > Press CTRL-C now if you do not want to continue > Password: > rt: Incorrect username or password. > [bepstein at usfr-jeff ~]$ rt list > Query:Status!='resolved' and Status!='rejected' > Strong encryption not available, switched off by externalauth=0 > Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted > Press CTRL-C now if you do not want to continue > Password: > rt: Server error: Found (302) > [bepstein at usfr-jeff ~]$ > > Any help on this much appreciated. > > Cheers, > > Boris. > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Jun 25 22:34:08 2014 From: alex at peters.net (Alex Peters) Date: Thu, 26 Jun 2014 12:34:08 +1000 Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <53AB02BC.6050308@bestpractical.com> References: <1403611328327-57759.post@n7.nabble.com> <53A9CECB.50209@bestpractical.com> <26AF6F14FFD8AC4C867906B9B24A7F780790D9DDA397@SWS-EXCH-01.sws.ie> <53AB02BC.6050308@bestpractical.com> Message-ID: On 26 June 2014 03:11, Alex Vandiver wrote: > Keep all replies on-list. I do not have time to reply to every email, > and replying to me directly means that (a) others do not have the > opportunity to respond, and (b) denies answers to current and future > readers of the list. > Having the mailing list software consistently inject a "Reply-To" header into all emails it sends out (which it definitely doesn't do) would probably help a lot here. Just saying. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikeofmany at gmail.com Thu Jun 26 00:44:15 2014 From: mikeofmany at gmail.com (Mike S) Date: Wed, 25 Jun 2014 21:44:15 -0700 Subject: [rt-users] Encrypted Database Message-ID: All, While reviewing RT and specifically RTIR, a question came up about an encrypted db on the back end. I've gone over the wiki and the readme but cannot find anything against having one, but wanted to know of anyone else's experience. Many thanks. -- Mike of Many Stories, Ideas, and Ramblings Game Chef 2009, 2010 NaNoWriMo 2008, 2009,2010 http://mikeofmanystories.blogspot.com/ - writings http://mikeofmany.wordpress.com/ - personal bloggery http://securityenmass.blogspot.com/ - Security thoughts with a dose of common sense -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Thu Jun 26 04:02:12 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 26 Jun 2014 10:02:12 +0200 Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <53AB02BC.6050308@bestpractical.com> References: <1403611328327-57759.post@n7.nabble.com>, <53A9CECB.50209@bestpractical.com> <26AF6F14FFD8AC4C867906B9B24A7F780790D9DDA397@SWS-EXCH-01.sws.ie> <53AB02BC.6050308@bestpractical.com> Message-ID: <53ABD384.2040107@netcologne.de> Am 25.06.2014 19:11, schrieb Alex Vandiver: > Use: > > AdminCc: { $group->MemberEmailAddressesAsString } Wouldn't it be better to use the group id as AdminCc? Group Member changes would immediately affect also the approvals and you can avoid loading the group within the approval create template. Chris From mc at unistra.fr Thu Jun 26 04:59:18 2014 From: mc at unistra.fr (Marc Chantreux) Date: Thu, 26 Jun 2014 10:59:18 +0200 Subject: [rt-users] i use vim as rt client, so do you? Message-ID: <20140626085918.GA9716@ramirez.u-strasbg.fr> hello, I wrote a vim wrapper to rt client so i can use it directly in vim https://github.com/eiro/vim-rt-client which became my primary interface for RT. it's easy to send mail, extend, sort tickets, create a set of tickets to share with other people in a team. before improving this client, i would like to know if someone else already have some related stuff to share. regards -- Marc Chantreux Universit? de Strasbourg, Direction Informatique 14 Rue Ren? Descartes, 67084 STRASBOURG CEDEX ?: 03.68.85.57.40 http://unistra.fr "Don't believe everything you read on the Internet" -- Abraham Lincoln From aaron.mccarthy at southwestern.ie Thu Jun 26 05:26:41 2014 From: aaron.mccarthy at southwestern.ie (Aaron McCarthy) Date: Thu, 26 Jun 2014 02:26:41 -0700 (PDT) Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <53ABD384.2040107@netcologne.de> References: <1403611328327-57759.post@n7.nabble.com> <53A9CECB.50209@bestpractical.com> <53AB02BC.6050308@bestpractical.com> <53ABD384.2040107@netcologne.de> Message-ID: <1403774801654-57772.post@n7.nabble.com> Hi Alex, I do apologize for replying to you directly. Thank you for your feedback. Greatly appreciated. I have a simple template (one owner) and a complex template (Group AdminCc). When I have the simple template implemented and I reveive an approval ticket. Under status I see (/Pending Approval/). Which will in turn allow me to approve a ticket. When I implement the complex template and a new approval ticket arrives, Under status I see "new". I am not able to Approve the ticket. The only difference between the two Templates is the Perl Code Snippet. ===Create-Ticket: approval *{ my $group = RT::Groups->new(RT->SystemUser); $group->LoadUserDefinedGroup( "DL_IT_Request_Tracker_Admins" ); }* Queue: ___Approvals Type: approval AdminCc: { $group->MemberEmailAddressesAsString } Depended-On-By: TOP Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Due: {time + 86400} Content-Type: text/plain Content: Need your approval for ticket {$Tickets{"TOP"}->Id}:{$Tickets{"TOP"}->Subject} Hope this gives you a bit more information on my problem. Thanks again, Aaron -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-Management-Multiple-Owners-tp57759p57772.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From borepstein at gmail.com Thu Jun 26 08:28:51 2014 From: borepstein at gmail.com (Boris Epstein) Date: Thu, 26 Jun 2014 08:28:51 -0400 Subject: [rt-users] Found (302) error In-Reply-To: References: Message-ID: Hello Matt, Thanks for your response. This is Apache ( httpd-2.2.15-30.el6.centos.x86_64 ) running on Centos 6.5. Cheers, Boris. On Wed, Jun 25, 2014 at 8:05 PM, Matt Brennan wrote: > 302 is a temporary redirect HTTP code. > > Which web server are you using for RT? > > > On Wed, Jun 25, 2014 at 4:07 PM, Boris Epstein > wrote: > >> Hello all, >> >> I am trying to connect to an RT server and get my tickets listed but am >> getting the above error instead. I have verified that I do manage to >> connect and authenticate (see the text below; in the first instance I >> deliberately used an incorrect password): >> >> [bepstein at usfr-jeff ~]$ rt list >> Query:Status!='resolved' and Status!='rejected' >> Strong encryption not available, switched off by externalauth=0 >> Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted >> Press CTRL-C now if you do not want to continue >> Password: >> rt: Incorrect username or password. >> [bepstein at usfr-jeff ~]$ rt list >> Query:Status!='resolved' and Status!='rejected' >> Strong encryption not available, switched off by externalauth=0 >> Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted >> Press CTRL-C now if you do not want to continue >> Password: >> rt: Server error: Found (302) >> [bepstein at usfr-jeff ~]$ >> >> Any help on this much appreciated. >> >> Cheers, >> >> Boris. >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From brennanma at gmail.com Thu Jun 26 12:13:23 2014 From: brennanma at gmail.com (Matt Brennan) Date: Thu, 26 Jun 2014 12:13:23 -0400 Subject: [rt-users] Found (302) error In-Reply-To: References: Message-ID: My guess would be that you're using a mod_rewrite rule in your Apache config and the RT CLI is unhappy with that. On Thu, Jun 26, 2014 at 8:28 AM, Boris Epstein wrote: > Hello Matt, > > Thanks for your response. > > This is Apache ( httpd-2.2.15-30.el6.centos.x86_64 ) running on Centos 6.5. > > Cheers, > > Boris. > > > > On Wed, Jun 25, 2014 at 8:05 PM, Matt Brennan wrote: > >> 302 is a temporary redirect HTTP code. >> >> Which web server are you using for RT? >> >> >> On Wed, Jun 25, 2014 at 4:07 PM, Boris Epstein >> wrote: >> >>> Hello all, >>> >>> I am trying to connect to an RT server and get my tickets listed but am >>> getting the above error instead. I have verified that I do manage to >>> connect and authenticate (see the text below; in the first instance I >>> deliberately used an incorrect password): >>> >>> [bepstein at usfr-jeff ~]$ rt list >>> Query:Status!='resolved' and Status!='rejected' >>> Strong encryption not available, switched off by externalauth=0 >>> Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted >>> Press CTRL-C now if you do not want to continue >>> Password: >>> rt: Incorrect username or password. >>> [bepstein at usfr-jeff ~]$ rt list >>> Query:Status!='resolved' and Status!='rejected' >>> Strong encryption not available, switched off by externalauth=0 >>> Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted >>> Press CTRL-C now if you do not want to continue >>> Password: >>> rt: Server error: Found (302) >>> [bepstein at usfr-jeff ~]$ >>> >>> Any help on this much appreciated. >>> >>> Cheers, >>> >>> Boris. >>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Thu Jun 26 12:40:10 2014 From: aaron.mccarthy at southwestern.ie (Aaron McCarthy) Date: Thu, 26 Jun 2014 09:40:10 -0700 (PDT) Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <1403774801654-57772.post@n7.nabble.com> References: <1403611328327-57759.post@n7.nabble.com> <53A9CECB.50209@bestpractical.com> <53AB02BC.6050308@bestpractical.com> <53ABD384.2040107@netcologne.de> <1403774801654-57772.post@n7.nabble.com> Message-ID: <1403800810040-57775.post@n7.nabble.com> Hi Alex, I forgot to mention that in the logs. The error I am receiving is: AdminCc: Can't call method "MemberEmailAddressesAsString" on an undefined value at template line 8. At line 8 in the template is: Queue: ___Approvals I feel that its something small I am missing -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-Management-Multiple-Owners-tp57759p57775.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From famaro at gmail.com Thu Jun 26 13:22:57 2014 From: famaro at gmail.com (Francisco Amaro) Date: Thu, 26 Jun 2014 18:22:57 +0100 Subject: [rt-users] How to map a MySQL session ID to an user/IP Message-ID: Hello all, Sorry if this was asked before, I've searched around but could not find anything. We have an older RT install, running 3.4.5 on Mysql 4.1.11. Lately, there are some users running long queries (mainly some full content searches) that bog down the machine. When that happens, we use mytop to see the sessions and the SQL being run, but that lists a MySQL session ID, not a particular user/IP. We usually kill the offending session, but I would like to track down the users, since sometimes they just keep doing it... Is there any way we can map that particular MySQL session ID to an IP or an RT user ? -- Francisco Amaro Email: famaro at gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jun 26 20:07:22 2014 From: alex at peters.net (Alex Peters) Date: Fri, 27 Jun 2014 10:07:22 +1000 Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <1403800810040-57775.post@n7.nabble.com> References: <1403611328327-57759.post@n7.nabble.com> <53A9CECB.50209@bestpractical.com> <53AB02BC.6050308@bestpractical.com> <53ABD384.2040107@netcologne.de> <1403774801654-57772.post@n7.nabble.com> <1403800810040-57775.post@n7.nabble.com> Message-ID: $group doesn't remain defined across the other sets of curly braces when defined as "my." Changing "my $group" to "our $group" should get rid of this error. On 27/06/2014 2:40 am, "Aaron McCarthy" wrote: > Hi Alex, > > I forgot to mention that in the logs. The error I am receiving is: > > AdminCc: Can't call method "MemberEmailAddressesAsString" on an undefined > value at template line 8. > > At line 8 in the template is: Queue: ___Approvals > > I feel that its something small I am missing > > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Change-Management-Multiple-Owners-tp57759p57775.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavel.orlov at rci.rogers.com Fri Jun 27 11:50:26 2014 From: pavel.orlov at rci.rogers.com (Zlo) Date: Fri, 27 Jun 2014 08:50:26 -0700 (PDT) Subject: [rt-users] Read-only cusom field + refresh Message-ID: <1403884226669-57778.post@n7.nabble.com> Hello, This is my first question, and I don't have a lot of experience with RT. My RT is 4.2.5 What do I need to achieve: I have some Custom Fields for my Incidents queue Classification Current Effect Projected Effect Criticality Incident Rating I need Incident Rating to be read-only and I need it to auto-populate its value depending on values of the other custom fields. I've found this article: http://requesttracker.8502.n7.nabble.com/Howto-Pseudo-read-only-custom-fields-td45103.html But I it was written for an older version of RT and I can't figure out how to apply it to my RT, also it would solve only part of the problem Thanks in advance -- View this message in context: http://requesttracker.8502.n7.nabble.com/Read-only-cusom-field-refresh-tp57778.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aaron.mccarthy at southwestern.ie Fri Jun 27 11:57:26 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 27 Jun 2014 08:57:26 -0700 (PDT) Subject: [rt-users] Approving a Ticket via Email Message-ID: <1403884646730-57779.post@n7.nabble.com> Hi All, I was wondering if there is a way to approve a ticket via email. There will be people working out of the office that wont have access to the internal site to approve the tickets manually. Can this be done? I am using RT 4.0.4. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Approving-a-Ticket-via-Email-tp57779.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From andrius.kulbis at gmail.com Fri Jun 27 12:08:54 2014 From: andrius.kulbis at gmail.com (andriusk) Date: Fri, 27 Jun 2014 09:08:54 -0700 (PDT) Subject: [rt-users] Cancel all scrips on custom resolve Message-ID: <1403885334808-57780.post@n7.nabble.com> Hello, I want to create a custom resolve action - "silent resolve". Is it possible somehow to tell RT that, if I resolve ticket using my "silent resolve" it cancel all script, that fires on resolve or at least those that send email to the user and CC? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Cancel-all-scrips-on-custom-resolve-tp57780.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kcreasy at aph.org Fri Jun 27 12:48:38 2014 From: kcreasy at aph.org (Keith Creasy) Date: Fri, 27 Jun 2014 16:48:38 +0000 Subject: [rt-users] Help with Unlabeled Buttons Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> Hello. RT 4.2.3 has some unlabeled buttons. We have several users who access the interface with a screen reader (for blind users) and these buttons are simply identified as "button" rather than something more meaningful. I think they are mostly arrow icons. One place they appear is in the search builder. Can we simply add the labels ourselves for our installation? How can I find where the HTML files are in order to edit the interface? Thanks. Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From rshaker at ARDENCOMPANIES.COM Fri Jun 27 13:37:03 2014 From: rshaker at ARDENCOMPANIES.COM (Robert Shaker) Date: Fri, 27 Jun 2014 13:37:03 -0400 Subject: [rt-users] Ran update, custom fields cause issues. Message-ID: <3108ED6823FF954F8C00448DC1A52CD60298335FE10A@ARDENEMAIL.ARDENCOMPANIES.COM> Hello mailing list, On my initial setup of RT (4.2.0) I created 2 custom fields, one for adding tags to tickets (utilizing the addon RTx::Tags, slightly edited to be compatible with RT 4.X), and the other called "issue category", used to add extra categorization to ticket transactions (issue category is a standard "Select one value" field and does not use any addons). When I updated the server the other day (from 4.2.4 to 4.2.5) I also ran the command "cpan-outdated -p | cpanm " to update my perl modules to the latest version. Something I have done has broken the use of custom fields. Whenever anyone attempts to fill one of the two fields in, the message "an internal rt error has occurred" is displayed and the following appears in the logs: [27698] [Thu Jun 26 15:27:49 2014] [error]: RT::CustomField::_CanonicalizeValue Unimplemented in HTML::Mason::Commands. (/opt/rt4/share/html/Elements/ValidateCustomFields line 99) Stack: [/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm:494] [/opt/rt4/share/html/Elements/ValidateCustomFields:99] [/opt/rt4/share/html/Ticket/Update.html:265] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:682] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:370] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:210) If anyone could help me with figuring out the issue here it would be greatly appreciated, as I am completely stumped. My solution so far has been to completely disable custom fields. Bob Shaker | Co-op IT analyst Arden Companies | Bombay Outdoors 30400 Telegraph Rd, Suite 200, Bingham Farms, MI 48025 (810) 252-8468 ArdenCompanies.com BombayOutdoors.com ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jun 27 14:39:10 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:39:10 -0400 Subject: [rt-users] Found (302) error In-Reply-To: References: Message-ID: <20140627183910.GA2928@jibsheet.com> On Wed, Jun 25, 2014 at 04:07:36PM -0400, Boris Epstein wrote: > [bepstein at usfr-jeff ~]$ rt list > rt: Server error: Found (302) Your server is issuing a redirect, most likely from http to https, try running RTDEBUG=3 rt list to see the actual web server response, and then fix your targetted endpoint. -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 Jun 27 14:41:51 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:41:51 -0400 Subject: [rt-users] How to map a MySQL session ID to an user/IP In-Reply-To: References: Message-ID: <20140627184151.GB2928@jibsheet.com> On Thu, Jun 26, 2014 at 06:22:57PM +0100, Francisco Amaro wrote: > > Is there any way we can map that particular MySQL session ID to an IP or an RT > user ? Since nobody connects directly to mysql, there's no connection from the session ID to an IP (or an RT user). You can look for very large session blobs and use rt-session-viewer to look inside them and see what query was run to generate them (since on your old and unsupported version of RT, RT stores full ticket lists in the sessions, this will find queries that return lots of tickets). If you upgrade to 4.2, you can have indexed full text search. -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 Jun 27 14:43:38 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:43:38 -0400 Subject: [rt-users] Change Management Multiple Owners In-Reply-To: <53ABD384.2040107@netcologne.de> References: <1403611328327-57759.post@n7.nabble.com> <53A9CECB.50209@bestpractical.com> <26AF6F14FFD8AC4C867906B9B24A7F780790D9DDA397@SWS-EXCH-01.sws.ie> <53AB02BC.6050308@bestpractical.com> <53ABD384.2040107@netcologne.de> Message-ID: <20140627184338.GC2928@jibsheet.com> On Thu, Jun 26, 2014 at 10:02:12AM +0200, Christian Loos wrote: > Am 25.06.2014 19:11, schrieb Alex Vandiver: > > Use: > > > > AdminCc: { $group->MemberEmailAddressesAsString } > > Wouldn't it be better to use the group id as AdminCc? > Group Member changes would immediately affect also the approvals and you > can avoid loading the group within the approval create template. Unfortunately, that doesn't work with AdminCc, it expects email addresses. You can use AdminCcGroup, but that was added in 4.0.5, as noted by the original poster who is using 4.0.4. I suspect this is why Alex suggested the available 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 Jun 27 14:44:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:44:35 -0400 Subject: [rt-users] Read-only cusom field + refresh In-Reply-To: <1403884226669-57778.post@n7.nabble.com> References: <1403884226669-57778.post@n7.nabble.com> Message-ID: <20140627184435.GD2928@jibsheet.com> On Fri, Jun 27, 2014 at 08:50:26AM -0700, Zlo wrote: > My RT is 4.2.5 > > What do I need to achieve: > I have some Custom Fields for my Incidents queue > Classification > Current Effect > Projected Effect > Criticality > Incident Rating > > I need Incident Rating to be read-only and I need it to auto-populate its > value depending on values of the other custom fields. > > I've found this article: > http://requesttracker.8502.n7.nabble.com/Howto-Pseudo-read-only-custom-fields-td45103.html > But I it was written for an older version of RT and I can't figure out how > to apply it to my RT, also it would solve only part of the problem As that thread suggests, just don't give ModifyCustomField to your users for Incident Rating. Write a Scrip to change the value for it based on the submitted values of the other fields. This will require some perl knowledge to do. -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 Jun 27 14:45:25 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:45:25 -0400 Subject: [rt-users] Approving a Ticket via Email In-Reply-To: <1403884646730-57779.post@n7.nabble.com> References: <1403884646730-57779.post@n7.nabble.com> Message-ID: <20140627184525.GE2928@jibsheet.com> On Fri, Jun 27, 2014 at 08:57:26AM -0700, AJ wrote: > I was wondering if there is a way to approve a ticket via email. There will > be people working out of the office that wont have access to the internal > site to approve the tickets manually. > > Can this be done? > > I am using RT 4.0.4. A number of people have written Scrips to look at mail from users to the approvals queue with Yes or No in the body, but keep in mind that mail can trivially be forged. A more secure solution requires either one-time-use tokens or gpg encryption and validation. -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 Jun 27 14:46:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:46:07 -0400 Subject: [rt-users] Cancel all scrips on custom resolve In-Reply-To: <1403885334808-57780.post@n7.nabble.com> References: <1403885334808-57780.post@n7.nabble.com> Message-ID: <20140627184607.GF2928@jibsheet.com> On Fri, Jun 27, 2014 at 09:08:54AM -0700, andriusk wrote: > Hello, I want to create a custom resolve action - "silent resolve". Is it > possible somehow to tell RT that, if I resolve ticket using my "silent > resolve" it cancel all script, that fires on resolve or at least those that > send email to the user and CC? Nothing easy. Your other scrips would need to check for your silent resolve, or you would have to hook into RT::Scrips to override things and skip scrips. -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 Jun 27 14:47:10 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:47:10 -0400 Subject: [rt-users] Help with Unlabeled Buttons In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> Message-ID: <20140627184710.GG2928@jibsheet.com> On Fri, Jun 27, 2014 at 04:48:38PM +0000, Keith Creasy wrote: > RT 4.2.3 has some unlabeled buttons. We have several users who access the > interface with a screen reader (for blind users) and these buttons are simply > identified as ?button? rather than something more meaningful. I think they are > mostly arrow icons. One place they appear is in the search builder. > > Can we simply add the labels ourselves for our installation? How can I find > where the HTML files are in order to edit the interface? Add the labels and please send a patch http://bestpractical.com/rt/issues.html If you'd been more specific about which buttons, I could point more directly, but all of the html in RT is generated from mason templates in share/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 Fri Jun 27 14:48:09 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 14:48:09 -0400 Subject: [rt-users] Ran update, custom fields cause issues. In-Reply-To: <3108ED6823FF954F8C00448DC1A52CD60298335FE10A@ARDENEMAIL.ARDENCOMPANIES.COM> References: <3108ED6823FF954F8C00448DC1A52CD60298335FE10A@ARDENEMAIL.ARDENCOMPANIES.COM> Message-ID: <20140627184809.GH2928@jibsheet.com> On Fri, Jun 27, 2014 at 01:37:03PM -0400, Robert Shaker wrote: > When I updated the server the other day (from 4.2.4 to 4.2.5) I also ran the > command ?cpan-outdated ?p | cpanm ? to update my perl modules to the latest > version. Didn't this reinstall RTx::Tags with a version that doesn't work? BTW - you should send your patch to the RTx::Tags author. > > [27698] [Thu Jun 26 15:27:49 2014] [error]: RT::CustomField::_CanonicalizeValue > Unimplemented in HTML::Mason::Commands. (/opt/rt4/share/html/Elements/ > ValidateCustomFields line 99) > > > If anyone could help me with figuring out the issue here it would be greatly > appreciated, as I am completely stumped. My solution so far has been to > completely disable custom fields. Does this happen only with your RTx::Tags CF or with the normal core CF too? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kcreasy at aph.org Fri Jun 27 16:20:30 2014 From: kcreasy at aph.org (Keith Creasy) Date: Fri, 27 Jun 2014 20:20:30 +0000 Subject: [rt-users] Help with Unlabeled Buttons In-Reply-To: <20140627184710.GG2928@jibsheet.com> References: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> <20140627184710.GG2928@jibsheet.com> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B787E8EC@WINSRVEX10.aph.org> Thanks. The buttons appear in several places but one example is the screen where you modify the "content" of a "dashboard". The buttons to add a search for example I think is a right-pointing arrow. There are also up and down arrows that I believe move the item higher or lower on the view. This isn't the only place but maybe that helps you pinpoint what we need to change. Regards, Keith -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 2:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Fri, Jun 27, 2014 at 04:48:38PM +0000, Keith Creasy wrote: > RT 4.2.3 has some unlabeled buttons. We have several users who access > the interface with a screen reader (for blind users) and these buttons > are simply identified as ?button? rather than something more > meaningful. I think they are mostly arrow icons. One place they appear is in the search builder. > > Can we simply add the labels ourselves for our installation? How can I > find where the HTML files are in order to edit the interface? Add the labels and please send a patch http://bestpractical.com/rt/issues.html If you'd been more specific about which buttons, I could point more directly, but all of the html in RT is generated from mason templates in share/html/ -kevin From rshaker at ARDENCOMPANIES.COM Fri Jun 27 16:50:30 2014 From: rshaker at ARDENCOMPANIES.COM (Robert Shaker) Date: Fri, 27 Jun 2014 16:50:30 -0400 Subject: [rt-users] Ran update, custom fields cause issues. In-Reply-To: <20140627184809.GH2928@jibsheet.com> References: <3108ED6823FF954F8C00448DC1A52CD60298335FE10A@ARDENEMAIL.ARDENCOMPANIES.COM> <20140627184809.GH2928@jibsheet.com> Message-ID: <3108ED6823FF954F8C00448DC1A52CD60298335FE188@ARDENEMAIL.ARDENCOMPANIES.COM> Thank you for your response, The issue appears every time someone puts data in a custom field, whether the field is provided by RTx::Tags or not. I will submit the patch to the author post-haste. Either way, the patch only edits the quicksearch functionality, as the actual custom field functionality still works fine with the vanilla plugin. I just tested removing the Tags extension from the RT_Siteconfig and clearing the mason cache, so it is likely not related to the addon. If it is any help, I am running Ubuntu 12.04 on Apache2 using MYSQL. I also just tried running cpan -l | grep -i "html::mason::commands" and it appears I do not have the module installed. Is this an RT dependency? Running make testdeps returns "ALL dependencies have been found". -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 2:48 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ran update, custom fields cause issues. On Fri, Jun 27, 2014 at 01:37:03PM -0400, Robert Shaker wrote: > When I updated the server the other day (from 4.2.4 to 4.2.5) I also > ran the command ?cpan-outdated ?p | cpanm ? to update my perl modules > to the latest version. Didn't this reinstall RTx::Tags with a version that doesn't work? BTW - you should send your patch to the RTx::Tags author. > > [27698] [Thu Jun 26 15:27:49 2014] [error]: > RT::CustomField::_CanonicalizeValue > Unimplemented in HTML::Mason::Commands. (/opt/rt4/share/html/Elements/ > ValidateCustomFields line 99) > > > If anyone could help me with figuring out the issue here it would be > greatly appreciated, as I am completely stumped. My solution so far > has been to completely disable custom fields. Does this happen only with your RTx::Tags CF or with the normal core CF too? -kevin ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. From allen.joslin at gmail.com Fri Jun 27 17:02:27 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 27 Jun 2014 17:02:27 -0400 Subject: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ? Message-ID: <85A68C49-CBCC-402C-B8C7-C02CD5AFCEC2@gmail.com> I was asked by one of my users, what happens if two people are editing a ticket at the same time ? Our current system, that I'm trying to replace, tells users when another user is editing the same ticket I tried editing one ticket with two users at the same time -- I could see no notice/indication that someone else was modifying that same ticket I've searched the web/wiki/docs -- I don't see anything about it I can't believe the most used ticketing software in the world can't/doesn't protect against multiple users editing the same ticket at the same time what am I missing ? Al; From falcone at bestpractical.com Fri Jun 27 17:59:26 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 17:59:26 -0400 Subject: [rt-users] Ran update, custom fields cause issues. In-Reply-To: <3108ED6823FF954F8C00448DC1A52CD60298335FE188@ARDENEMAIL.ARDENCOMPANIES.COM> References: <3108ED6823FF954F8C00448DC1A52CD60298335FE10A@ARDENEMAIL.ARDENCOMPANIES.COM> <20140627184809.GH2928@jibsheet.com> <3108ED6823FF954F8C00448DC1A52CD60298335FE188@ARDENEMAIL.ARDENCOMPANIES.COM> Message-ID: <20140627215926.GI2928@jibsheet.com> On Fri, Jun 27, 2014 at 04:50:30PM -0400, Robert Shaker wrote: > The issue appears every time someone puts data in a custom field, > whether the field is provided by RTx::Tags or not. I will submit the > patch to the author post-haste. Either way, the patch only edits the > quicksearch functionality, as the actual custom field functionality > still works fine with the vanilla plugin. There are several other 3.8isms in that module, and it completely clobbers Autocomplete CFs, so hopefully you're not using that. > I just tested removing the Tags extension from the RT_Siteconfig and clearing the mason cache, so it is likely not related to the addon. That's good to know, however, did you restart apache after clearing the mason cache? Without that, it's not a clean restart. > If it is any help, I am running Ubuntu 12.04 on Apache2 using MYSQL. None of this should be relevant. > I also just tried running cpan -l | grep -i "html::mason::commands" > and it appears I do not have the module installed. Is this an RT > dependency? Running make testdeps returns "ALL dependencies have > been found". HTML::Mason::Commands is part of HTML::Mason (it's an internal package that components run in). You're seeing that error because one of your custom fields is not being loaded properly before Validate is called on it. I can't replicate your failure with a simple select one value transaction CF with two values applied to a queue and no validation chosen. What other local mods or differences in CF configuration do you have? -kevin > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Friday, June 27, 2014 2:48 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Ran update, custom fields cause issues. > > On Fri, Jun 27, 2014 at 01:37:03PM -0400, Robert Shaker wrote: > > When I updated the server the other day (from 4.2.4 to 4.2.5) I also > > ran the command ?cpan-outdated ?p | cpanm ? to update my perl modules > > to the latest version. > > Didn't this reinstall RTx::Tags with a version that doesn't work? > BTW - you should send your patch to the RTx::Tags author. > > > > > [27698] [Thu Jun 26 15:27:49 2014] [error]: > > RT::CustomField::_CanonicalizeValue > > Unimplemented in HTML::Mason::Commands. (/opt/rt4/share/html/Elements/ > > ValidateCustomFields line 99) > > > > > > If anyone could help me with figuring out the issue here it would be > > greatly appreciated, as I am completely stumped. My solution so far > > has been to completely disable custom fields. > > Does this happen only with your RTx::Tags CF or with the normal core CF too? > > -kevin > > ARDEN > A Global Company > Celebrating over 50 years of making your life more comfortable! > > This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. > > This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- 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 Jun 27 18:12:38 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 27 Jun 2014 18:12:38 -0400 Subject: [rt-users] Help with Unlabeled Buttons In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B787E8EC@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> <20140627184710.GG2928@jibsheet.com> <0CCA574EA07BCC48BB2161AADC8B92B787E8EC@WINSRVEX10.aph.org> Message-ID: <20140627221238.GJ2928@jibsheet.com> On Fri, Jun 27, 2014 at 08:20:30PM +0000, Keith Creasy wrote: > The buttons appear in several places but one example is the screen > where you modify the "content" of a "dashboard". The buttons to add a > search for example I think is a right-pointing arrow. There are also > up and down arrows that I believe move the item higher or lower on the > view. This isn't the only place but maybe that helps you pinpoint what > we need to change. https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L179 https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L193 That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? -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 at peters.net Mon Jun 30 02:04:00 2014 From: alex at peters.net (Alex Peters) Date: Mon, 30 Jun 2014 16:04:00 +1000 Subject: [rt-users] how to unset a ticket's Due date? In-Reply-To: References: Message-ID: Given no answers yet, it seems that either no one can replicate this (in which case a "works for me" would prompt me to debug further) or no one has attempted to remove due dates from tickets in v4.2.5. I'll assume the latter and file a bug report. On 24 June 2014 21:40, Alex Peters wrote: > I'm trying to remove a Due date from a ticket. > > Historically, entering "-" or "0" into the field worked fine for me. When > I try this now however (RT v4.2.5), the page just reloads and the date > doesn't get removed. Neither "not set" nor just whitespace have any effect > when entered either. > > Nothing amazing is showing up in the logs: > > [...] [warning]: Couldn't parse date '-' by Time::ParseDate > (.../RT/Date.pm:231) > [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate > (.../RT/Date.pm:231) > > What's the "official" way to remove a Due date from a ticket now? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Mon Jun 30 02:17:25 2014 From: alex at peters.net (Alex Peters) Date: Mon, 30 Jun 2014 16:17:25 +1000 Subject: [rt-users] Cancel all scrips on custom resolve In-Reply-To: <1403885334808-57780.post@n7.nabble.com> References: <1403885334808-57780.post@n7.nabble.com> Message-ID: I have achieved this in the past by temporarily moving the ticket to a queue without resolve scrips, resolving the ticket then moving it back to the correct queue. You could automate this by creating a "Silent Resolve" queue, and having a scrip to resolve the ticket and then move it back to the previous queue. Another potential option is to introduce a custom field (e.g. "Silent Resolve") to the tickets, and modify the resolve scrips to only activate if that custom field is not set. On 28 June 2014 02:08, andriusk wrote: > Hello, I want to create a custom resolve action - "silent resolve". Is it > possible somehow to tell RT that, if I resolve ticket using my "silent > resolve" it cancel all script, that fires on resolve or at least those that > send email to the user and CC? > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Cancel-all-scrips-on-custom-resolve-tp57780.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Mon Jun 30 02:35:30 2014 From: alex at peters.net (Alex Peters) Date: Mon, 30 Jun 2014 16:35:30 +1000 Subject: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ? In-Reply-To: <85A68C49-CBCC-402C-B8C7-C02CD5AFCEC2@gmail.com> References: <85A68C49-CBCC-402C-B8C7-C02CD5AFCEC2@gmail.com> Message-ID: RT doesn't notify two users if they have both entered an editing screen for the same ticket, as you've discovered. I'm not sure that many people generally see this as an issue though. If two people add commentary to the ticket, both comments are kept. If two people edit a ticket's fields at the same time, although the edits by the first person to submit are lost at the top, records of both sets of edits are permanently saved in the ticket's history. In my eight years using RT across five different installations, no one has ever raised this as an issue. Is this strictly just a "what if" scenario for you, or is it causing problems? If it's causing problems, I'd love to know exactly how so that I can avoid those problems in my setups. I also wonder whether in your case, (company and/or RT) policy changes could help?e.g. "only ticket owners may modify a ticket's fields." On 28 June 2014 07:02, Al Joslin wrote: > I was asked by one of my users, what happens if two people are editing a > ticket at the same time ? > > Our current system, that I'm trying to replace, tells users when another > user is editing the same ticket > > I tried editing one ticket with two users at the same time -- I could see > no notice/indication that someone else was modifying that same ticket > > I've searched the web/wiki/docs -- I don't see anything about it > > I can't believe the most used ticketing software in the world > can't/doesn't protect against multiple users editing the same ticket at the > same time > > what am I missing ? > > Al; > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Mon Jun 30 02:45:04 2014 From: alex at peters.net (Alex Peters) Date: Mon, 30 Jun 2014 16:45:04 +1000 Subject: [rt-users] ticket created from CLI script with wrong Due date; timezone issue? In-Reply-To: <20140619163133.GW2912@jibsheet.com> References: <20140617192813.GI2912@jibsheet.com> <20140618193811.GN2912@jibsheet.com> <20140619163133.GW2912@jibsheet.com> Message-ID: RT::Extension::RepeatTicket doesn't suit my specific needs, so I'm implementing a solution using scrips and templates. I should have given more regard to your earlier remark about the time parsing configuration options?after playing with Time::ParseDate separately, I determined that PREFER_FUTURE needs to be set. Setting $AmbiguousDayInFuture to 1 has fixed my problem. On 20 June 2014 02:31, Kevin Falcone wrote: > On Thu, Jun 19, 2014 at 11:25:52AM +1000, Alex Peters wrote: > > The code posted in my original message, minus the $ticket->Create call, > > generates debug output showing the problem independent of ticket > creation. In > > that message I've highlighted the discrepancies in that debug output in > red. > > Your comments on that specific output would be greatly appreciated. > > > > I don't believe that the date/time configuration options are relevant, > because > > I'm explicitly specifying "11am Wednesday" in an RT::Date->Set call and > getting > > an epoch for "11am Tuesday." My timezone is not offset from GMT by 24 > hours. > > Since RT::Date uses Time::ParseDate, I'm not sure that your syntax is > valid. > > https://metacpan.org/pod/Time::ParseDate > > Time::ParseDate is going to default to shenanigans when you feed it > bad data. > > I'm not yet convinced of an actual RT::Date bug here, just bad input > to ParseDate and timezone confusion (remember whose timezone is > applied when you create an RT::Date with the System User). > > use lib './lib'; > use RT -init; > > my $due_date = RT::Date->new($RT::SystemUser); > $due_date->Set( > Value => '11am tomorrow', > Format => 'unknown', > Timezone => 'America/New_York', > ); > print $due_date->ISO; > > works fine for me, using days in the parser does not, but that does not > surprise me, Time::ParseDate is fragile, although doesn't try to use the > Julian calendar as often as other parsing modules. > > Have you considered > https://metacpan.org/pod/RT::Extension::RepeatTicket > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Mon Jun 30 03:30:39 2014 From: cloos at netcologne.de (Christian Loos) Date: Mon, 30 Jun 2014 09:30:39 +0200 Subject: [rt-users] how to unset a ticket's Due date? In-Reply-To: References: Message-ID: <53B1121F.3070404@netcologne.de> Am 30.06.2014 08:04, schrieb Alex Peters: > Given no answers yet, it seems that either no one can replicate this (in > which case a "works for me" would prompt me to debug further) or no one > has attempted to remove due dates from tickets in v4.2.5. > > I'll assume the latter and file a bug report. > > > On 24 June 2014 21:40, Alex Peters > wrote: > > I'm trying to remove a Due date from a ticket. > > Historically, entering "-" or "0" into the field worked fine for me. > When I try this now however (RT v4.2.5), the page just reloads and > the date doesn't get removed. Neither "not set" nor just whitespace > have any effect when entered either. > > Nothing amazing is showing up in the logs: > > [...] [warning]: Couldn't parse date '-' by Time::ParseDate > (.../RT/Date.pm:231) > [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate > (.../RT/Date.pm:231) > > What's the "official" way to remove a Due date from a ticket now? > Just set the date to 0. Chris From cloos at netcologne.de Mon Jun 30 03:30:39 2014 From: cloos at netcologne.de (Christian Loos) Date: Mon, 30 Jun 2014 09:30:39 +0200 Subject: [rt-users] how to unset a ticket's Due date? In-Reply-To: References: Message-ID: <53B1121F.3070404@netcologne.de> Am 30.06.2014 08:04, schrieb Alex Peters: > Given no answers yet, it seems that either no one can replicate this (in > which case a "works for me" would prompt me to debug further) or no one > has attempted to remove due dates from tickets in v4.2.5. > > I'll assume the latter and file a bug report. > > > On 24 June 2014 21:40, Alex Peters > wrote: > > I'm trying to remove a Due date from a ticket. > > Historically, entering "-" or "0" into the field worked fine for me. > When I try this now however (RT v4.2.5), the page just reloads and > the date doesn't get removed. Neither "not set" nor just whitespace > have any effect when entered either. > > Nothing amazing is showing up in the logs: > > [...] [warning]: Couldn't parse date '-' by Time::ParseDate > (.../RT/Date.pm:231) > [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate > (.../RT/Date.pm:231) > > What's the "official" way to remove a Due date from a ticket now? > Just set the date to 0. Chris From cloos at netcologne.de Mon Jun 30 03:50:40 2014 From: cloos at netcologne.de (Christian Loos) Date: Mon, 30 Jun 2014 09:50:40 +0200 Subject: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ? In-Reply-To: <85A68C49-CBCC-402C-B8C7-C02CD5AFCEC2@gmail.com> References: <85A68C49-CBCC-402C-B8C7-C02CD5AFCEC2@gmail.com> Message-ID: <53B116D0.8070005@netcologne.de> Am 27.06.2014 23:02, schrieb Al Joslin: > I was asked by one of my users, what happens if two people are editing a ticket at the same time ? > > Our current system, that I'm trying to replace, tells users when another user is editing the same ticket > > I tried editing one ticket with two users at the same time -- I could see no notice/indication that someone else was modifying that same ticket > > I've searched the web/wiki/docs -- I don't see anything about it > > I can't believe the most used ticketing software in the world can't/doesn't protect against multiple users editing the same ticket at the same time > > what am I missing ? > > Al; > Have a look on this: https://github.com/bestpractical/rt-extension-ticketlocking Chris From alex at peters.net Mon Jun 30 04:04:01 2014 From: alex at peters.net (Alex Peters) Date: Mon, 30 Jun 2014 18:04:01 +1000 Subject: [rt-users] how to unset a ticket's Due date? In-Reply-To: <53B1121F.3070404@netcologne.de> References: <53B1121F.3070404@netcologne.de> Message-ID: Thank you, but entering "0" does not work for me. On 30/06/2014 5:30 pm, "Christian Loos" wrote: > Am 30.06.2014 08:04, schrieb Alex Peters: > > Given no answers yet, it seems that either no one can replicate this (in > > which case a "works for me" would prompt me to debug further) or no one > > has attempted to remove due dates from tickets in v4.2.5. > > > > I'll assume the latter and file a bug report. > > > > > > On 24 June 2014 21:40, Alex Peters > > wrote: > > > > I'm trying to remove a Due date from a ticket. > > > > Historically, entering "-" or "0" into the field worked fine for me. > > When I try this now however (RT v4.2.5), the page just reloads and > > the date doesn't get removed. Neither "not set" nor just whitespace > > have any effect when entered either. > > > > Nothing amazing is showing up in the logs: > > > > [...] [warning]: Couldn't parse date '-' by Time::ParseDate > > (.../RT/Date.pm:231) > > [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate > > (.../RT/Date.pm:231) > > > > What's the "official" way to remove a Due date from a ticket now? > > > > Just set the date to 0. > > Chris > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Mon Jun 30 04:27:54 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Mon, 30 Jun 2014 01:27:54 -0700 (PDT) Subject: [rt-users] Approving a Ticket via Email In-Reply-To: <20140627184525.GE2928@jibsheet.com> References: <1403884646730-57779.post@n7.nabble.com> <20140627184525.GE2928@jibsheet.com> Message-ID: <1404116874181-57803.post@n7.nabble.com> Does anyone have an example script I can use for reference? I have looked everywhere and cannot seem to find any examples of how to go about using it implementing it. I'm relatively new to RT and have never used perl until a month ago. So still trying to get to grips with it. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Approving-a-Ticket-via-Email-tp57779p57803.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From cloos at netcologne.de Mon Jun 30 04:31:54 2014 From: cloos at netcologne.de (Christian Loos) Date: Mon, 30 Jun 2014 10:31:54 +0200 Subject: [rt-users] how to unset a ticket's Due date? In-Reply-To: References: <53B1121F.3070404@netcologne.de> Message-ID: <53B1207A.2040503@netcologne.de> I just couldn't believe that something like this could be broken but indeed this works in 4.2.4 and is broken in 4.2.5. I think this is related to this commit: https://github.com/bestpractical/rt/commit/c4f7c8f Especially the change to RT::Date->Unix as I see this the logs if I enter 0: Passed a unix time less than 0, forcing to 0: [-3600] Chris Am 30.06.2014 10:04, schrieb Alex Peters: > Thank you, but entering "0" does not work for me. > > On 30/06/2014 5:30 pm, "Christian Loos" > wrote: > > Am 30.06.2014 08:04, schrieb Alex Peters: > > Given no answers yet, it seems that either no one can replicate > this (in > > which case a "works for me" would prompt me to debug further) or > no one > > has attempted to remove due dates from tickets in v4.2.5. > > > > I'll assume the latter and file a bug report. > > > > > > On 24 June 2014 21:40, Alex Peters > > >> wrote: > > > > I'm trying to remove a Due date from a ticket. > > > > Historically, entering "-" or "0" into the field worked fine > for me. > > When I try this now however (RT v4.2.5), the page just > reloads and > > the date doesn't get removed. Neither "not set" nor just > whitespace > > have any effect when entered either. > > > > Nothing amazing is showing up in the logs: > > > > [...] [warning]: Couldn't parse date '-' by Time::ParseDate > > (.../RT/Date.pm:231) > > [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate > > (.../RT/Date.pm:231) > > > > What's the "official" way to remove a Due date from a ticket now? > > > > Just set the date to 0. > > Chris From dieseldrivermobile at gmail.com Mon Jun 30 05:17:31 2014 From: dieseldrivermobile at gmail.com (DD DD) Date: Mon, 30 Jun 2014 11:17:31 +0200 Subject: [rt-users] rt-mailgate https - problem Message-ID: Hello, I have following problem: root at rt:~# rt-mailgate --debug --action correspond --url= https://localhost/rt --queue General < /root/test.msg /usr/bin/rt-mailgate: temp file is '/tmp/4iP43YcvGf/qapxKbbAkW' /usr/bin/rt-mailgate: connecting to https://localhost/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 Can't connect to localhost:443 /usr/bin/rt-mailgate: undefined server error root at rt:~# On my RT-server I can't checkin the tickets via https (https website via browser works fine - certificte is ok) - via http it works fine! The Apache errorlog is empty. what does this error mean? Best Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From dieseldrivermobile at gmail.com Mon Jun 30 05:33:39 2014 From: dieseldrivermobile at gmail.com (DD DD) Date: Mon, 30 Jun 2014 11:33:39 +0200 Subject: [rt-users] rt-mailgate https - problem Message-ID: Hello, I have following problem: root at rt:~# rt-mailgate --debug --action correspond --url= https://localhost/rt --queue General < /root/test.msg /usr/bin/rt-mailgate: temp file is '/tmp/4iP43YcvGf/qapxKbbAkW' /usr/bin/rt-mailgate: connecting to https://localhost/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 Can't connect to localhost:443 /usr/bin/rt-mailgate: undefined server error root at rt:~# On my RT-server I can't checkin the tickets via https (https website via browser works fine - certificte is ok) - via http it works fine! The Apache errorlog is empty. what does this error mean? Best Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Mon Jun 30 05:48:36 2014 From: cloos at netcologne.de (Christian Loos) Date: Mon, 30 Jun 2014 11:48:36 +0200 Subject: [rt-users] rt-mailgate https - problem In-Reply-To: References: Message-ID: <53B13274.3030400@netcologne.de> Replace in the URL parameter to rt-mailgate localhost with the FQDN. Chris Am 30.06.2014 11:17, schrieb DD DD: > Hello, > > I have following problem: > > root at rt:~# rt-mailgate --debug --action correspond > --url=https://localhost/rt --queue General < /root/test.msg > /usr/bin/rt-mailgate: temp file is '/tmp/4iP43YcvGf/qapxKbbAkW' > /usr/bin/rt-mailgate: connecting to > https://localhost/rt/REST/1.0/NoAuth/mail-gateway > An Error Occurred > ================= > > 500 Can't connect to localhost:443 > > /usr/bin/rt-mailgate: undefined server error > root at rt:~# > > On my RT-server I can't checkin the tickets via https (https website via > browser works fine - certificte is ok) - via http it works fine! > > The Apache errorlog is empty. what does this error mean? > > Best Regards > > From allen.joslin at gmail.com Mon Jun 30 06:07:48 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Mon, 30 Jun 2014 06:07:48 -0400 Subject: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ? In-Reply-To: References: <85A68C49-CBCC-402C-B8C7-C02CD5AFCEC2@gmail.com> Message-ID: <7180091A-8DA3-4B0B-8BC2-5B1FE49BE278@gmail.com> It was a "marketing bullet point" that was granted larger significance than it deserved in my tired mind It's importance may yet be inflated by my users or management, but I think RT's other strengths will win through thanks, al; On Jun 30, 2014, at 2:35 AM, Alex Peters wrote: > RT doesn't notify two users if they have both entered an editing screen for the same ticket, as you've discovered. > > I'm not sure that many people generally see this as an issue though. If two people add commentary to the ticket, both comments are kept. If two people edit a ticket's fields at the same time, although the edits by the first person to submit are lost at the top, records of both sets of edits are permanently saved in the ticket's history. In my eight years using RT across five different installations, no one has ever raised this as an issue. > > Is this strictly just a "what if" scenario for you, or is it causing problems? If it's causing problems, I'd love to know exactly how so that I can avoid those problems in my setups. I also wonder whether in your case, (company and/or RT) policy changes could help?e.g. "only ticket owners may modify a ticket's fields." > > > On 28 June 2014 07:02, Al Joslin wrote: > I was asked by one of my users, what happens if two people are editing a ticket at the same time ? > > Our current system, that I'm trying to replace, tells users when another user is editing the same ticket > > I tried editing one ticket with two users at the same time -- I could see no notice/indication that someone else was modifying that same ticket > > I've searched the web/wiki/docs -- I don't see anything about it > > I can't believe the most used ticketing software in the world can't/doesn't protect against multiple users editing the same ticket at the same time > > what am I missing ? > > Al; > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Mon Jun 30 06:21:25 2014 From: cloos at netcologne.de (Christian Loos) Date: Mon, 30 Jun 2014 12:21:25 +0200 Subject: [rt-users] rt-mailgate https - problem In-Reply-To: References: <53B13274.3030400@netcologne.de> <53B134F2.5030408@netcologne.de> Message-ID: <53B13A25.3030201@netcologne.de> Please keep replies to the list. Which RT version are you using? Because your apache making a redirect and rt-mailgate following redirects only in RT 4.2.4 and newer. Chris Am 30.06.2014 12:09, schrieb DD DD: > root at rt:~# wget https://HIDDEN/rt > --2014-06-30 12:04:42-- https://HIDDEN/rt > Resolving HIDDEN (HIDDEN)... HIDDEN > Connecting to HIDDEN (HIDDEN)|HIDDEN|:443... connected. > HTTP request sent, awaiting response... 301 Moved Permanently > Location: https://HIDDEN/rt/ [following] > --2014-06-30 12:04:42-- https://HIDDEN/rt/ > Reusing existing connection to HIDDEN:443. > HTTP request sent, awaiting response... 200 OK > Length: unspecified [text/html] > Saving to: `rt' > > [ > <=> > ] 4,064 --.-K/s in 0.01 > > 2014-06-30 12:04:43 (324 KB/s) - `rt' saved [4064] > > root at rt:~# > > It seems that Apache doesn't listen correct, but the hosts entry is correct. From dieseldrivermobile at gmail.com Mon Jun 30 06:38:29 2014 From: dieseldrivermobile at gmail.com (DD DD) Date: Mon, 30 Jun 2014 12:38:29 +0200 Subject: [rt-users] rt-mailgate https - problem In-Reply-To: <53B13A25.3030201@netcologne.de> References: <53B13274.3030400@netcologne.de> <53B134F2.5030408@netcologne.de> <53B13A25.3030201@netcologne.de> Message-ID: on old and new server there runs 4.0.7 new machine: root at rt:~# wget https://127.0.0.1/rt --2014-06-30 12:24:15-- https://127.0.0.1/rt Connecting to 127.0.0.1:443... connected. The certificate's owner does not match hostname `127.0.0.1' root at rt:~# wget https://localhost/rt --2014-06-30 12:28:22-- https://localhost/rt Resolving localhost (localhost)... 127.0.0.1 Connecting to localhost (localhost)|127.0.0.1|:443... connected. GnuTLS: A TLS warning alert has been received. Unable to establish SSL connection. root at rt:~# Why occurs a TLS warning? This comes not from the certificate (I also tried it with --no-check-certificate) 2014-06-30 12:21 GMT+02:00 Christian Loos : > Please keep replies to the list. > > Which RT version are you using? > > Because your apache making a redirect and rt-mailgate following > redirects only in RT 4.2.4 and newer. > > Chris > > Am 30.06.2014 12:09, schrieb DD DD: > > root at rt:~# wget https://HIDDEN/rt > > --2014-06-30 12:04:42-- https://HIDDEN/rt > > Resolving HIDDEN (HIDDEN)... HIDDEN > > Connecting to HIDDEN (HIDDEN)|HIDDEN|:443... connected. > > HTTP request sent, awaiting response... 301 Moved Permanently > > Location: https://HIDDEN/rt/ [following] > > --2014-06-30 12:04:42-- https://HIDDEN/rt/ > > Reusing existing connection to HIDDEN:443. > > HTTP request sent, awaiting response... 200 OK > > Length: unspecified [text/html] > > Saving to: `rt' > > > > [ > > <=> > > ] 4,064 --.-K/s in 0.01 > > > > 2014-06-30 12:04:43 (324 KB/s) - `rt' saved [4064] > > > > root at rt:~# > > > > It seems that Apache doesn't listen correct, but the hosts entry is > correct. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tony.arnold at manchester.ac.uk Mon Jun 30 06:36:21 2014 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Mon, 30 Jun 2014 11:36:21 +0100 Subject: [rt-users] Cannot load ticket error message Message-ID: <53B13DA5.70506@manchester.ac.uk> I'm seeing a 'Cannot load ticket' error message when clicking on a link to a ticket in a notification e-mail that I have received. It is ticket #4546 that is failing. I am using RT 3.8.14 with RTIR 2.6.1 I have debugging turned on and I am seeing the following in my logs: [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #45 on txn #85744 of ticket #4546 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199) [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #37 because it isn't applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #45 because it isn't applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #34 because it isn't applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) [Sat Jun 28 11:28:27 2014] [debug]: About to commit scrips for transaction #85745 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #11 on txn #85745 of ticket #4547 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199) [Sat Jun 28 11:28:27 2014] [error]: Scrip Commit 45 died. - panic: attempt to copy value DBI::db to a freed scalar 7f3b0f23b3f8 at /usr/lib/perl5/DBI.pm line 1279. Stack: [/usr/lib/perl5/DBI.pm:1279] [/usr/lib/perl5/DBD/mysql.pm:221] [/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:469] [/usr/share/perl5/DBIx/SearchBuilder.pm:236] [/opt/rt3/bin/../lib/RT/SearchBuilder.pm:391] [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2897] [/usr/share/perl5/DBIx/SearchBuilder.pm:504] [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2869] [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueIncident.pm:87] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3349] [/usr/share/perl5/DBIx/SearchBuilder/Record.pm:440] [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueBySLA.pm:102] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660] [/usr/share/perl5/Hook/LexWrap.pm:50] [/opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm:657] [/usr/share/perl5/Hook/LexWrap.pm:48] [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1480] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:485) It seems to be a problem with script #45 which is defined as: Description: SetRTIRState Condition: RTIR Require Due Change Action: RTIR Set Incident Due Template: Global template: Blank Stage: TransactionCreate Any suggestions on how to fix this? Regards, Tony. -- Tony Arnold, Tel: +44 (0) 161 275 6093 Head of IT Security, Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk From mepstein at illinois.edu Mon Jun 30 09:15:11 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Mon, 30 Jun 2014 08:15:11 -0500 (CDT) Subject: [rt-users] Customizing newest unowned tickets search with user-specific data? In-Reply-To: References: Message-ID: Anybody have any suggestions for this? Thanks. On Mon, 23 Jun 2014, Milt Epstein wrote: > Greetings. > > I'm trying to customize the "10 newest uowned tickets" search (the one > that appears on the main page by default, I believe). I get to the > page to edit the predefined "Search - Unowned Tickets" search, and it > shows the logic for the search: > > Owner = 'Nobody' > AND ( > Status = 'new' > OR Status = 'open' ) > > I want to exclude tickets in a certain queue, which by itself is > pretty straightforward, just add: > > AND Queue != 'somequeue' > > But that's not quite what I want to do. First, I should say that we > have groups organized per queue, so that for instance we have a group > 'rt-somequeue' with access to the queue 'somequeue'. What I really > want to do in the logic above, is exclude that queue unless the user > is in that corresponding group, something like: > > AND ( > Queue != 'somequeue' > OR ) > > Is there a way to do this, either using the criteria listed on the > Query Builder page (which seems to be all ticket-related), or by > directly editing the search? > > Thanks. > > Milt Epstein > Applications Developer > Graduate School of Library and Information Science (GSLIS) > University of Illinois at Urbana-Champaign (UIUC) > mepstein at illinois.edu > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu From alex at peters.net Mon Jun 30 10:23:56 2014 From: alex at peters.net (Alex Peters) Date: Tue, 1 Jul 2014 00:23:56 +1000 Subject: [rt-users] Customizing newest unowned tickets search with user-specific data? In-Reply-To: References: Message-ID: I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get the desired result without modifying the search. Whether this is acceptable in your case depends on whether your users need to see tickets in queues outside their group memberships. On 24/06/2014 2:57 am, "Milt Epstein" wrote: > Greetings. > > I'm trying to customize the "10 newest uowned tickets" search (the one > that appears on the main page by default, I believe). I get to the > page to edit the predefined "Search - Unowned Tickets" search, and it > shows the logic for the search: > > Owner = 'Nobody' > AND ( > Status = 'new' > OR Status = 'open' ) > > I want to exclude tickets in a certain queue, which by itself is > pretty straightforward, just add: > > AND Queue != 'somequeue' > > But that's not quite what I want to do. First, I should say that we > have groups organized per queue, so that for instance we have a group > 'rt-somequeue' with access to the queue 'somequeue'. What I really > want to do in the logic above, is exclude that queue unless the user > is in that corresponding group, something like: > > AND ( > Queue != 'somequeue' > OR ) > > Is there a way to do this, either using the criteria listed on the > Query Builder page (which seems to be all ticket-related), or by > directly editing the search? > > Thanks. > > Milt Epstein > Applications Developer > Graduate School of Library and Information Science (GSLIS) > University of Illinois at Urbana-Champaign (UIUC) > mepstein at illinois.edu > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Mon Jun 30 10:43:45 2014 From: alex at peters.net (Alex Peters) Date: Tue, 1 Jul 2014 00:43:45 +1000 Subject: [rt-users] how to unset a ticket's Due date? In-Reply-To: <53B1207A.2040503@netcologne.de> References: <53B1121F.3070404@netcologne.de> <53B1207A.2040503@netcologne.de> Message-ID: I agree that the misbehaviour is caused by the commit you reference here. I believe however that the problem is caused by the change to the ProcessTicketDates method in RT::Interface::Web. The method now erroneously skips adjusting the date if the date is not set?even if explicitly not set by the user. On 30/06/2014 6:31 pm, "Christian Loos" wrote: > I just couldn't believe that something like this could be broken but > indeed this works in 4.2.4 and is broken in 4.2.5. > > I think this is related to this commit: > https://github.com/bestpractical/rt/commit/c4f7c8f > > Especially the change to RT::Date->Unix as I see this the logs if I enter > 0: > Passed a unix time less than 0, forcing to 0: [-3600] > > > Chris > > > Am 30.06.2014 10:04, schrieb Alex Peters: > > Thank you, but entering "0" does not work for me. > > > > On 30/06/2014 5:30 pm, "Christian Loos" > > wrote: > > > > Am 30.06.2014 08:04, schrieb Alex Peters: > > > Given no answers yet, it seems that either no one can replicate > > this (in > > > which case a "works for me" would prompt me to debug further) or > > no one > > > has attempted to remove due dates from tickets in v4.2.5. > > > > > > I'll assume the latter and file a bug report. > > > > > > > > > On 24 June 2014 21:40, Alex Peters > > > > >> wrote: > > > > > > I'm trying to remove a Due date from a ticket. > > > > > > Historically, entering "-" or "0" into the field worked fine > > for me. > > > When I try this now however (RT v4.2.5), the page just > > reloads and > > > the date doesn't get removed. Neither "not set" nor just > > whitespace > > > have any effect when entered either. > > > > > > Nothing amazing is showing up in the logs: > > > > > > [...] [warning]: Couldn't parse date '-' by Time::ParseDate > > > (.../RT/Date.pm:231) > > > [...] [warning]: Couldn't parse date 'not set' by > Time::ParseDate > > > (.../RT/Date.pm:231) > > > > > > What's the "official" way to remove a Due date from a ticket > now? > > > > > > > Just set the date to 0. > > > > Chris > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kcreasy at aph.org Mon Jun 30 11:37:22 2014 From: kcreasy at aph.org (Keith Creasy) Date: Mon, 30 Jun 2014 15:37:22 +0000 Subject: [rt-users] Help with Unlabeled Buttons In-Reply-To: <20140627221238.GJ2928@jibsheet.com> References: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> <20140627184710.GG2928@jibsheet.com> <0CCA574EA07BCC48BB2161AADC8B92B787E8EC@WINSRVEX10.aph.org> <20140627221238.GJ2928@jibsheet.com> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B78801CF@WINSRVEX10.aph.org> Thanks Kevin. You are correct. For example JAWS and NVDA screen readers don't seem to know how to speak the entity ↓ (down arrow). Now that I see what's actually happening I wonder if this should be fixed in the screen reader configuration. Interestingly JAWS doesn't speak any of the arrows but another screen reader (NVDA) speaks the right arrow but not the up or down arrows. Maybe those character entities can be just added to JAWS and/or NDVA. We could also perhaps use WAI ARIA to fix it. Keith -----Original Message----- -From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 6:13 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Fri, Jun 27, 2014 at 08:20:30PM +0000, Keith Creasy wrote: > The buttons appear in several places but one example is the screen > where you modify the "content" of a "dashboard". The buttons to add a > search for example I think is a right-pointing arrow. There are also > up and down arrows that I believe move the item higher or lower on the > view. This isn't the only place but maybe that helps you pinpoint what > we need to change. https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L179 https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L193 That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? -kevin From kcreasy at aph.org Mon Jun 30 13:27:20 2014 From: kcreasy at aph.org (Keith Creasy) Date: Mon, 30 Jun 2014 17:27:20 +0000 Subject: [rt-users] Help with Unlabeled Buttons In-Reply-To: <20140627221238.GJ2928@jibsheet.com> References: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> <20140627184710.GG2928@jibsheet.com> <0CCA574EA07BCC48BB2161AADC8B92B787E8EC@WINSRVEX10.aph.org> <20140627221238.GJ2928@jibsheet.com> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B7880591@WINSRVEX10.aph.org> Hi Kevin. This fixes the problem but I can't figure out where on our server to make the change so that I can test the result. I tested on a simple, local file but when I change our server location which happens to be "/opt/rt4/share/html/Widgets/SelectionBox" It doesn't seem to make any difference. I used aria-label like this: I'll b Happy to submit a patch but would like to get it on our own server first. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 6:13 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Fri, Jun 27, 2014 at 08:20:30PM +0000, Keith Creasy wrote: > The buttons appear in several places but one example is the screen > where you modify the "content" of a "dashboard". The buttons to add a > search for example I think is a right-pointing arrow. There are also > up and down arrows that I believe move the item higher or lower on the > view. This isn't the only place but maybe that helps you pinpoint what > we need to change. https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L179 https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L193 That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? -kevin From falcone at bestpractical.com Mon Jun 30 17:27:33 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 30 Jun 2014 17:27:33 -0400 Subject: [rt-users] Help with Unlabeled Buttons In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B7880591@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> <20140627184710.GG2928@jibsheet.com> <0CCA574EA07BCC48BB2161AADC8B92B787E8EC@WINSRVEX10.aph.org> <20140627221238.GJ2928@jibsheet.com> <0CCA574EA07BCC48BB2161AADC8B92B7880591@WINSRVEX10.aph.org> Message-ID: <20140630212733.GA2994@jibsheet.com> On Mon, Jun 30, 2014 at 05:27:20PM +0000, Keith Creasy wrote: > This fixes the problem but I can't figure out where on our server to > make the change so that I can test the result. I tested on a simple, > local file but when I change our server location which happens to be > "/opt/rt4/share/html/Widgets/SelectionBox" It doesn't seem to make any > difference. Are you clearing the mason cache and restarting apache? rm -rf /opt/rt4/var/mason_data/obj/* Otherwise RT serves the cached version of the file. -kevin > > > I used aria-label like this: > > > > > > I'll b Happy to submit a patch but would like to get it on our own server first. > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Friday, June 27, 2014 6:13 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help with Unlabeled Buttons > > On Fri, Jun 27, 2014 at 08:20:30PM +0000, Keith Creasy wrote: > > The buttons appear in several places but one example is the screen > > where you modify the "content" of a "dashboard". The buttons to add a > > search for example I think is a right-pointing arrow. There are also > > up and down arrows that I believe move the item higher or lower on the > > view. This isn't the only place but maybe that helps you pinpoint what > > we need to change. > > https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L179 > https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L193 > > That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kcreasy at aph.org Mon Jun 30 17:58:37 2014 From: kcreasy at aph.org (Keith Creasy) Date: Mon, 30 Jun 2014 21:58:37 +0000 Subject: [rt-users] Help with Unlabeled Buttons In-Reply-To: <20140630212733.GA2994@jibsheet.com> References: <0CCA574EA07BCC48BB2161AADC8B92B787E3A1@WINSRVEX10.aph.org> <20140627184710.GG2928@jibsheet.com> <0CCA574EA07BCC48BB2161AADC8B92B787E8EC@WINSRVEX10.aph.org> <20140627221238.GJ2928@jibsheet.com> <0CCA574EA07BCC48BB2161AADC8B92B7880591@WINSRVEX10.aph.org> <20140630212733.GA2994@jibsheet.com> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B7880B9A@WINSRVEX10.aph.org> No, I am not. This is probably what's happening. Thanks. Keith -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, June 30, 2014 5:28 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Mon, Jun 30, 2014 at 05:27:20PM +0000, Keith Creasy wrote: > This fixes the problem but I can't figure out where on our server to > make the change so that I can test the result. I tested on a simple, > local file but when I change our server location which happens to be > "/opt/rt4/share/html/Widgets/SelectionBox" It doesn't seem to make any > difference. Are you clearing the mason cache and restarting apache? rm -rf /opt/rt4/var/mason_data/obj/* Otherwise RT serves the cached version of the file. -kevin > > > I used aria-label like this: > > value=" ↑ " /> type="submit" class="button" value=" ↓ " /> > > > I'll b Happy to submit a patch but would like to get it on our own server first. > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Kevin Falcone > Sent: Friday, June 27, 2014 6:13 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help with Unlabeled Buttons > > On Fri, Jun 27, 2014 at 08:20:30PM +0000, Keith Creasy wrote: > > The buttons appear in several places but one example is the screen > > where you modify the "content" of a "dashboard". The buttons to add > > a search for example I think is a right-pointing arrow. There are > > also up and down arrows that I believe move the item higher or lower > > on the view. This isn't the only place but maybe that helps you > > pinpoint what we need to change. > > https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/Sel > ectionBox#L179 > https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/Sel > ectionBox#L193 > > That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? > From mepstein at illinois.edu Mon Jun 30 18:40:46 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Mon, 30 Jun 2014 17:40:46 -0500 (CDT) Subject: [rt-users] Customizing newest unowned tickets search with user-specific data? In-Reply-To: References: Message-ID: Thanks for that suggestion. In fact, what you say makes sense, and does work for the most part. But, we have a certain number of admin users (such as myself), who can see tickets in multiple queues. I was trying to set up something that would work for those users (we have certain queues that are separate enough that we would prefer not to see tickets in those queues). Sounds like we may just have to live with this though. On Tue, 1 Jul 2014, Alex Peters wrote: > I don't believe that you can achieve this with Ticket SQL, but there > is another potential solution: > > You mention that the users are in groups for the queues relevant to > them. > > If you configure RT so that the users can't see tickets in queues > whose groups the users don't belong to, you would get the desired > result without modifying the search. > > Whether this is acceptable in your case depends on whether your > users need to see tickets in queues outside their group memberships. > > > On 24/06/2014 2:57 am, "Milt Epstein" wrote: > > > Greetings. > > > > I'm trying to customize the "10 newest uowned tickets" search (the one > > that appears on the main page by default, I believe). I get to the > > page to edit the predefined "Search - Unowned Tickets" search, and it > > shows the logic for the search: > > > > Owner = 'Nobody' > > AND ( > > Status = 'new' > > OR Status = 'open' ) > > > > I want to exclude tickets in a certain queue, which by itself is > > pretty straightforward, just add: > > > > AND Queue != 'somequeue' > > > > But that's not quite what I want to do. First, I should say that we > > have groups organized per queue, so that for instance we have a group > > 'rt-somequeue' with access to the queue 'somequeue'. What I really > > want to do in the logic above, is exclude that queue unless the user > > is in that corresponding group, something like: > > > > AND ( > > Queue != 'somequeue' > > OR ) > > > > Is there a way to do this, either using the criteria listed on the > > Query Builder page (which seems to be all ticket-related), or by > > directly editing the search? > > > > Thanks. > > > > Milt Epstein > > Applications Developer > > Graduate School of Library and Information Science (GSLIS) > > University of Illinois at Urbana-Champaign (UIUC) > > mepstein at illinois.edu > > -- > > RT Training - Boston, September 9-10 > > http://bestpractical.com/training > > > Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu From alex at peters.net Mon Jun 30 20:51:55 2014 From: alex at peters.net (Alex Peters) Date: Tue, 1 Jul 2014 10:51:55 +1000 Subject: [rt-users] Customizing newest unowned tickets search with user-specific data? In-Reply-To: References: Message-ID: Another option for those admin users is to just not use that default unowned tickets search, but instead replace that component of each admin user's page with an appropriate saved search. Depending on how frequently your admin users need to access all queues, and if it makes sense in your situation, you could potentially create two accounts per admin user?one for admin tasks and one for regular tasks. On 01/07/2014 8:40 am, "Milt Epstein" wrote: > Thanks for that suggestion. In fact, what you say makes sense, and > does work for the most part. But, we have a certain number of admin > users (such as myself), who can see tickets in multiple queues. I was > trying to set up something that would work for those users (we have > certain queues that are separate enough that we would prefer not to > see tickets in those queues). Sounds like we may just have to live > with this though. > > > On Tue, 1 Jul 2014, Alex Peters wrote: > > > I don't believe that you can achieve this with Ticket SQL, but there > > is another potential solution: > > > > You mention that the users are in groups for the queues relevant to > > them. > > > > If you configure RT so that the users can't see tickets in queues > > whose groups the users don't belong to, you would get the desired > > result without modifying the search. > > > > Whether this is acceptable in your case depends on whether your > > users need to see tickets in queues outside their group memberships. > > > > > > On 24/06/2014 2:57 am, "Milt Epstein" wrote: > > > > > Greetings. > > > > > > I'm trying to customize the "10 newest uowned tickets" search (the one > > > that appears on the main page by default, I believe). I get to the > > > page to edit the predefined "Search - Unowned Tickets" search, and it > > > shows the logic for the search: > > > > > > Owner = 'Nobody' > > > AND ( > > > Status = 'new' > > > OR Status = 'open' ) > > > > > > I want to exclude tickets in a certain queue, which by itself is > > > pretty straightforward, just add: > > > > > > AND Queue != 'somequeue' > > > > > > But that's not quite what I want to do. First, I should say that we > > > have groups organized per queue, so that for instance we have a group > > > 'rt-somequeue' with access to the queue 'somequeue'. What I really > > > want to do in the logic above, is exclude that queue unless the user > > > is in that corresponding group, something like: > > > > > > AND ( > > > Queue != 'somequeue' > > > OR ) > > > > > > Is there a way to do this, either using the criteria listed on the > > > Query Builder page (which seems to be all ticket-related), or by > > > directly editing the search? > > > > > > Thanks. > > > > > > Milt Epstein > > > Applications Developer > > > Graduate School of Library and Information Science (GSLIS) > > > University of Illinois at Urbana-Champaign (UIUC) > > > mepstein at illinois.edu > > > -- > > > RT Training - Boston, September 9-10 > > > http://bestpractical.com/training > > > > > > > Milt Epstein > Applications Developer > Graduate School of Library and Information Science (GSLIS) > University of Illinois at Urbana-Champaign (UIUC) > mepstein at illinois.edu > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: