From simonw at simonwilcox.co.uk Sat Mar 1 12:34:51 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Sat, 01 Mar 2014 17:34:51 +0000 Subject: [rt-users] Auto Reply to Requestors and CCs Message-ID: <53121A3B.5040404@simonwilcox.co.uk> Hi, We often end up with duplicate tickets because someone emails in and cc's several other people. One of them Replies All and generates a new ticket in the process. We can merge them all together of course but we decided that we'd try and encourage people to reply to the ticket by Auto Replying to everyone, not just the Requestor. I created a new Action module in local/lib/RT/Action/Autoreplyall.pm and then I installed RT::Extension::AdminConditionsAndActions[1] to make the admin a little easier. I used it to create a new Autoreply To All custom action based on the default Autoreply to Requestor action. I created a new Scrip, On Create Autoreply to All which used the new Autoreply To All action instead of Autoreply To Requestor. It all works but I have two questions: 1. The Autoreply to Requestor action passes through "Requestors" as a parameter but the module doesn't seem to use it, what does it do ? 2. Was there an easier way to achieve what I wanted ? In case it's useful to anyone else, below is a diff against Autoreply.pm (from v4.2.2) Many thanks, Simon. [1] Linked from http://blog.bestpractical.com/2013/12/new-web-ui-for-rt-actions-and-conditions.html -- --- lib/RT/Action/Autoreply.pm 2014-02-18 16:16:24.000000000 +0000 +++ local/lib/RT/Action/Autoreplyall.pm 2014-03-01 16:36:01.000000000 +0000 @@ -46,7 +46,7 @@ # # END BPS TAGGED BLOCK }}} -package RT::Action::Autoreply; +package RT::Action::Autoreplyall; use strict; use warnings; @@ -69,7 +69,7 @@ =head2 SetRecipients -Sets the recipients of this message to this ticket's Requestor. +Sets the recipients of this message to this ticket's Requestor and all CCs =cut @@ -78,6 +78,7 @@ my $self=shift; push(@{$self->{'To'}}, $self->TicketObj->Requestors->MemberEmailAddresses); + push(@{$self->{'Cc'}}, $self->TicketObj->Cc->MemberEmailAddresses); return(1); } From ram0502 at gmail.com Sat Mar 1 14:08:57 2014 From: ram0502 at gmail.com (Ram) Date: Sat, 1 Mar 2014 11:08:57 -0800 Subject: [rt-users] Rights for Linking Ticket Message-ID: > > On 02/28/2014 12:32 PM, Ram wrote: > > Hey folks, > > Using RT 4.0.2. > > I have a queue most of our staff is authorized to view/view > > summaries/comment/reply/modify/... and another queue that most staff can > > create tickets in and , as requestors, can view their own tickets and > > add replies but they don't have more general capabilities. > > > > The situation has come up where I want to enable regular staff to link > > (RefersTo) tickets in the queue they normally work on to the queue that > > they are only ever requestors of. What is the appropriate Right to grant > > and where? > > > > This is what we have put another way: > > queue 1: all group 'staff' have full user and staff rights > > queue 2: all group 'staff' can can create tickets and modify their own > > ticket. > > I want folks in group 'staff' to be able to link a ticket in queue1 to a > > ticket in queue2. > > > > thanks > > ram > > The best way to do this is to change $StrictLinkACL in RT_SiteConfig.pm > > http://www.bestpractical.com/docs/rt/4.0/RT_Config.html#StrictLinkACL > > That way you don't have to grant the requestors ModifyTicket. > Perfecto - thanks! ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.passet at siel.nl Sun Mar 2 10:01:42 2014 From: g.passet at siel.nl (Guido Passet) Date: Sun, 02 Mar 2014 16:01:42 +0100 Subject: [rt-users] Tackling the undisclosed-recipients To: header for AdminCcs Message-ID: <531347D6.2010308@siel.nl> Hi, For almost a week now I have been trying to correctly configure the "To:" header for emails being send to AdminCcs. My setup is, i think, quite common but last time I administrated RT it was at an early version v3 and I understand that v4 may want me to deal with things differently. I tried searching Google and mailing lists and did find a related question (link below) but without a clear answer. Hence im asking this list :) In a nutshell i have: - most recent stable version of RT installed. - 3 people added to a group. - This particular group is the (sole) AdminCc watcher for a specific queue. - read: http://www.gossamer-threads.com/lists/rt/users/96284 When i send an email to the queue-configured email address the ticket is automatically assigned to the queue. The response to the requestor is perfect. When pressing reply in the requestor email-client the return-address is that of the queue. Which works great. The problem occurs with email notifications to the watchers. They do get a neat "ticket has been raised in a queue you are watching" email but the email has a strange "To:" header. Depending on my configuration I either get: "Owner,AdminCc of MyName Ticket #51":; or: "undisclosed-reciepents:;" instead of the queue-emailaddress. This makes replying to tickets from email rather annoying as the AdminCc receiving the email needs to correct the address he is replying to. I have tried tinkering with UseFriendlyToLine and FriendlyToLineFormat but to no avail. Trying to use the FriendlyToLineFormat seems illogical as its arguments seem to be WatcherType and TicketId.. I must be doing something silly, either missing a configuration setting or approaching this the wrong way. So any hints or pointers into the right direction are much appreciated. Best regards, Guido. From falcone at bestpractical.com Mon Mar 3 14:30:58 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 14:30:58 -0500 Subject: [rt-users] Question about Article searches In-Reply-To: References: Message-ID: <20140303193058.GK3080@jibsheet.com> On Thu, Feb 27, 2014 at 10:47:37PM +0000, Emil St?a wrote: > Oh, and in keeping with best pratices i should ofcourse tell you something about my > environment. Totally forgot, sorry J I've been using v3 for a long time, and I'm currently > trying out 4.0.2 and that's why I'm looking into this again. I've found Googleish from 2008, > is this the right track to get wikifield-quicksearch going? Googleish (renamed to Simple) is RT's Ticket Searching mechanism. Unlikely to help with Articles. > This may be a dumb question, but i am honestly exhausted trying to figure this out. In my > Articles I have set up a field for content, where most of the interesting stuff is written > down. The quick search field up to the right when you're browsing articles, it searches title > and description but not these custom fields. Can I add my fields to this quick search? The quick search just submits the search form for you, with a shortcut into the Name and Description. If you use some JS or something else to also set Article~ or Content~ it should do what you want. -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 Mar 3 14:31:58 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 14:31:58 -0500 Subject: [rt-users] Is this a bug? On subject change. In-Reply-To: References: Message-ID: <20140303193158.GL3080@jibsheet.com> On Fri, Feb 28, 2014 at 11:55:22AM +0900, Hajime Takase wrote: > When I change the 'subject' of ticket on correspondence,new ticket is created or the message > goes to the different ticket even there was no authority to create or reply in that queue. > Example; > [support #100]aaaaa to bbbbbb became new ticket 'bbbbbb' on support queue > [support #100]aaaaa to [support #50]aaaaa is added to the ticket on which its id is 50 > [support #100]aaaaa to [support #100]bbbbbb doesn't cause problem. > Does Request Tracker recognize consistency of ticket from it "ticket id" on subject?Not header > or something? If by 'change the subject' you mean remove RT's subject tag and reply from an external email client, then no, that isn't a bug, that's breaking RT's preferred mechanism for tracking tickets. > Can I not show the ticket id from the user,without digging to the source code? You have to dig into the source. -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 Mar 3 14:37:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 14:37:34 -0500 Subject: [rt-users] SLA Extension config problems while manipulating due date In-Reply-To: <53104A88.3070002@cscs.ch> References: <20140227215310.GG3080@jibsheet.com> <53104A88.3070002@cscs.ch> Message-ID: <20140303193734.GM3080@jibsheet.com> On Fri, Feb 28, 2014 at 09:36:24AM +0100, Pablo Fernandez wrote: > The Reponse type is nice and dynamic... but the Resolve type is very static: either the ticket > original due date, or nothing. > It would be ideal to make it $ticket->CreatedObj->Unix + TIME_SPENT_IN_IGNORED_STATES. > > Is there a way we can query how much time did a ticket spend in one state? > (this is probably a question for the rt-devel list, I will subscribe if needed) That information is in the transaction table, you would have to walk $Ticket->Transactions looking for Status changes in and out of the ignored states and calculating. Obviously this could be expensive, so some form of caching is more common (but this would require either an Attribute or another Custom Field). In theory, it sounds like a nice feature, but I worry at the implementation. -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 Mar 3 14:39:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 14:39:13 -0500 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> Message-ID: <20140303193913.GN3080@jibsheet.com> On Fri, Feb 28, 2014 at 08:49:10AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > I have just upgrade de RT from 3.6.6 to 4.0.4 > > I have an issue with a bad formation in the URL when I search for some tickets. > > To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket > title and I can't go into the ticket. > > My correct URL is: http://159.23.30.240/rt/Ticket/Display.html?id=3638 > > But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 > > Do you know where is the problem? When you filed this as a bug, I said You don't show your config, but your Web* Config options likely have an error. Without the information, all we could do is guess. -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 Mar 3 14:39:58 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 14:39:58 -0500 Subject: [rt-users] Action to delay the Due Date In-Reply-To: <53106BD3.1000007@cscs.ch> References: <53106BD3.1000007@cscs.ch> Message-ID: <20140303193958.GO3080@jibsheet.com> On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: > I was wondering... is there a way I can delay (a fixed amount of time) > the Due Date on all tickets that match some criteria (like being in > stalled state)? > I was thinking of using rt-crontool for that task as a sort of way to > "park" tickets (a cron job that runs every hour and delays 1 hour all > stalled tickets). Sounds like you want rt-crontool? http://bestpractical.com/docs/rt/latest/rt-crontool.html http://bestpractical.com/docs/rt/latest/automating_rt.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 Mon Mar 3 14:40:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 14:40:48 -0500 Subject: [rt-users] occasional LDAP_INVALID_CREDENTIALS 49 In-Reply-To: <20140228140258.56a8dba4b007c15898fad1d9@mimar.rs> References: <20140228140258.56a8dba4b007c15898fad1d9@mimar.rs> Message-ID: <20140303194048.GP3080@jibsheet.com> On Fri, Feb 28, 2014 at 02:02:58PM +0100, Marko Cupa? wrote: > Every now and then I can't log into rt, and I see the following > critical error: > > [3824] [Fri Feb 28 12:54:02 2014] [critical]: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_INVALID_CREDENTIALS 49 > (/usr/local/share/rt42/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:632) > [3824] [Fri Feb 28 12:54:02 2014] [error]: FAILED LOGIN for pacija from > 10.20.4.64 (/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:814) > > After some time the problem misteriously disappears the same way it > appeared. > > What could be the problem? So, the remote LDAP server rejects your authentication credentials, causing an error to be logged in RT. All RT knows is that something is wrong in the LDAP server, it can't know anything else. What happened when you looked at logs in the LDAP server? -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 Mar 3 14:50:19 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 14:50:19 -0500 Subject: [rt-users] Auto Reply to Requestors and CCs In-Reply-To: <53121A3B.5040404@simonwilcox.co.uk> References: <53121A3B.5040404@simonwilcox.co.uk> Message-ID: <20140303195019.GR3080@jibsheet.com> On Sat, Mar 01, 2014 at 05:34:51PM +0000, Simon Wilcox wrote: > I created a new Scrip, On Create Autoreply to All which used the new > Autoreply To All action instead of Autoreply To Requestor. I assume you also have http://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs enabled. > It all works but I have two questions: > > 1. The Autoreply to Requestor action passes through "Requestors" as > a parameter but the module doesn't seem to use it, what does it do ? For your action, the only thing it really does is get passed to your Template as $Argument For most Notify (rather than Autoreply) actions, it's used to determine who to notify. > 2. Was there an easier way to achieve what I wanted ? Autoreply is specifically designed to always send the Requestor email (normal Notify actions would not reply to the requestor) so it's the closest to what you want. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tjg at ucsc.edu Mon Mar 3 14:58:42 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Mon, 3 Mar 2014 11:58:42 -0800 Subject: [rt-users] MySQL Naitive Full-Text Indexing Message-ID: Hi, According to the RT 4.2 docs, MySQL does not support native full-text indexing: http://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html#MYSQL According to the MySQL docs, there is support for full-text indexing for both MYISAM and InnoDB tables as of MySQL 5.6: http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html MySQL 5.6 was released initially in 2011, and fully in February of 2013, just over a year ago. I think it's safe to say that it's stable at this point. Has there been any development towards using the build-in MySQL full-text indexing for RT? -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From jbrandt at bestpractical.com Mon Mar 3 15:14:09 2014 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 03 Mar 2014 15:14:09 -0500 Subject: [rt-users] MySQL Naitive Full-Text Indexing In-Reply-To: References: Message-ID: <5314E291.8040508@bestpractical.com> On 3/3/14 2:58 PM, Tim Gustafson wrote: > Hi, > > According to the RT 4.2 docs, MySQL does not support native full-text indexing: > > http://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html#MYSQL > > According to the MySQL docs, there is support for full-text indexing > for both MYISAM and InnoDB tables as of MySQL 5.6: > > http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html > > MySQL 5.6 was released initially in 2011, and fully in February of > 2013, just over a year ago. I think it's safe to say that it's stable > at this point. > > Has there been any development towards using the build-in MySQL > full-text indexing for RT? > From what I can see there, the native full-text indexing still doesn't support BLOBs, which is a key blocker as Tom has mentioned: http://www.gossamer-threads.com/lists/rt/users/114057#114057 -- From tjg at ucsc.edu Mon Mar 3 15:29:43 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Mon, 3 Mar 2014 12:29:43 -0800 Subject: [rt-users] MySQL Naitive Full-Text Indexing In-Reply-To: <5314E291.8040508@bestpractical.com> References: <5314E291.8040508@bestpractical.com> Message-ID: > From what I can see there, the native full-text indexing still doesn't > support BLOBs, which is a key blocker as Tom has mentioned: Bummer; I forgot that the Attachments table used BLOB columns. :\ Thanks for reminding me though! :) -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From simonw at simonwilcox.co.uk Mon Mar 3 16:11:05 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Mon, 03 Mar 2014 21:11:05 +0000 Subject: [rt-users] Auto Reply to Requestors and CCs In-Reply-To: <20140303195019.GR3080@jibsheet.com> References: <53121A3B.5040404@simonwilcox.co.uk> <20140303195019.GR3080@jibsheet.com> Message-ID: <5314EFE9.3010701@simonwilcox.co.uk> On 03/03/2014 19:50, Kevin Falcone wrote: > On Sat, Mar 01, 2014 at 05:34:51PM +0000, Simon Wilcox wrote: >> I created a new Scrip, On Create Autoreply to All which used the new >> Autoreply To All action instead of Autoreply To Requestor. > I assume you also have > http://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs > enabled. Indeed yes, a very handy feature. The addition in 4.x of suggesting additional CCs on the People page is also very useful. >> It all works but I have two questions: >> >> 1. The Autoreply to Requestor action passes through "Requestors" as >> a parameter but the module doesn't seem to use it, what does it do ? > For your action, the only thing it really does is get passed to your Template as $Argument > For most Notify (rather than Autoreply) actions, it's used to > determine who to notify. Ah right, thank you for the clarification. >> 2. Was there an easier way to achieve what I wanted ? > Autoreply is specifically designed to always send the Requestor email > (normal Notify actions would not reply to the requestor) so it's the > closest to what you want. > Great - glad to know I didn't miss some obvious checkbox :-) Simon. From jason.hubbard at circles.com Mon Mar 3 16:12:18 2014 From: jason.hubbard at circles.com (j.hubbard) Date: Mon, 3 Mar 2014 13:12:18 -0800 (PST) Subject: [rt-users] Set Time Worked to display in Hours on search results Message-ID: <1393881138061-56819.post@n7.nabble.com> I've searched around but haven't found a definitive answer to this. How can I set the "Time Worked" to display in Hours on search results the way "Time Left" does? Any help is very much appreciated. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Set-Time-Worked-to-display-in-Hours-on-search-results-tp56819.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pablo.fernandez at cscs.ch Mon Mar 3 16:55:08 2014 From: pablo.fernandez at cscs.ch (Fernandez Pablo) Date: Mon, 3 Mar 2014 21:55:08 +0000 Subject: [rt-users] Action to delay the Due Date In-Reply-To: <20140303193958.GO3080@jibsheet.com> References: <53106BD3.1000007@cscs.ch>,<20140303193958.GO3080@jibsheet.com> Message-ID: <70D4282614C01440A43CCE5008060CB11715B460@MBX23.d.ethz.ch> Yes, that's what I thought! But among the actions, I did not find any to change the due date (and neither in the two links ) Any hints on how to do that? Thanks! BR/Pablo On Mar 3, 2014 8:40 PM, Kevin Falcone wrote: On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: > I was wondering... is there a way I can delay (a fixed amount of time) > the Due Date on all tickets that match some criteria (like being in > stalled state)? > I was thinking of using rt-crontool for that task as a sort of way to > "park" tickets (a cron job that runs every hour and delays 1 hour all > stalled tickets). Sounds like you want rt-crontool? http://bestpractical.com/docs/rt/latest/rt-crontool.html http://bestpractical.com/docs/rt/latest/automating_rt.html -kevin From falcone at bestpractical.com Mon Mar 3 16:56:26 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Mar 2014 16:56:26 -0500 Subject: [rt-users] Set Time Worked to display in Hours on search results In-Reply-To: <1393881138061-56819.post@n7.nabble.com> References: <1393881138061-56819.post@n7.nabble.com> Message-ID: <20140303215626.GA77089@jibsheet.com> On Mon, Mar 03, 2014 at 01:12:18PM -0800, j.hubbard wrote: > I've searched around but haven't found a definitive answer to this. > > How can I set the "Time Worked" to display in Hours on search results the > way "Time Left" does? > > Any help is very much appreciated. Unfortunately, Time Worked and Time Estimated show the 'raw' internal value. For some reason, Time Left uses a friendly display. That's inconsistent and I've filed it as a bug. http://issues.bestpractical.com/Ticket/Display.html?id=29405 The RT__Ticket/ColumnMap should should grow newer friendly versions of Time Worked. You can add one with a callback (or override TimeWorked transparently). Just return $_[0]->TimeWorkedAsString instead of the existing return $_[0]->TimeWorked. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lstewart at iweb.com Mon Mar 3 18:02:08 2014 From: lstewart at iweb.com (Landon Stewart) Date: Mon, 3 Mar 2014 15:02:08 -0800 Subject: [rt-users] MySQL Question (joins and stuff) Message-ID: Hello, I'd never modify the database without the API but I'd like a flattened version of the data as a snapshot every so often for statistical purposes. If I run the following MySQL query I basically get a line for every CustomField Value and it duplicates all the T.* fields while writing new data for the OCFV.* values on each line of course. SELECT T.id,Q.Name,T.Subject,T.Status,T.Created,T.Resolved,CF.Name,OCFV.Content FROM Tickets T, ObjectCustomFieldValues OCFV,CustomFields CF,Queues Q WHERE T.id = OCFV.ObjectID AND OCFV.CustomField = CF.id AND T.Queue = Q.id AND Q.Name = "Incidents" AND T.Status != "abandoned" AND OCFV.Disabled = 0 LIMIT 1000; OUTPUT: id Name Subject Status Created Resolved Name Content 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Constituency EDUNET 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 IP 10.0.0.220 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 CCName XXXX 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 ClientName Johnny Appleseed 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Customer 9877659 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 PreferredLanguage English What I'd like to do is have the output with the T.* columns like normal and each CF.Name as a column name with the value from OCFV.Content would be desired. I think I know this involves using the right INNER or OUTER or FULL JOIN or sub-queries or something but I'm afraid that's over my head here. I'm familiar with JOINs but not turning a table on it's side. It's either this or have a ridiculous amount of output feed into some ridiculous kludgy script to reformat it. If anyone knows how I could flatten this data so a snapshot of each ticket (within a date range based on Tickets.Created or Tickets.Resolved) on one line with CF names as columns and CF values as values can be achieved I would really really appreciate it. Failing that if anyone knows of any tips to figure this out (like a primer on turning tables on their side) I'd appreciate any advice you can give me. :-D -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From takase at axlbit.net Tue Mar 4 01:29:36 2014 From: takase at axlbit.net (Hajime Takase) Date: Tue, 4 Mar 2014 15:29:36 +0900 Subject: [rt-users] Is it possible to delete 'reply' button? In-Reply-To: References: Message-ID: Maciej, Thank you! 2014-03-01 2:44 GMT+09:00 Maciej Dobrzanski : > Hajime, > > > Is it possible to not show 'reply' button when the $TransactionObj->Type > is 'Comment'? > Of course it is possible. In 4.0 you can use ModifyCommand callback from > /Ticket/Elements/ShowTransaction to modify the list of transaction > actions. In this callback you will be able to remove the 'Reply' link using > a regular expression, for example: > > <%INIT> > return unless $TransactionObj->Type eq 'Comment'; > > $$titlebar_cmd =~ s/\[.*?Action=Respond.*?\]//; > > <%ARGS> > $TransactionObj => undef > $titlebar_cmd => undef > > > This won't work with 4.2 though, because ModifyCommand has been removed > and ShowTransaction changed location. You will have to use Default callback > from /Elements/ShowTransaction instead. The callback provides access to > @Actions - an array of hashes representing various actions. Removing the > link will be a matter of looping over the array and removing the right > element (e.g. where class field will be equal to 'reply-link'). > > Maciek > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From takase at axlbit.net Tue Mar 4 01:34:50 2014 From: takase at axlbit.net (Hajime Takase) Date: Tue, 4 Mar 2014 15:34:50 +0900 Subject: [rt-users] Is this a bug? On subject change. In-Reply-To: <20140303193158.GL3080@jibsheet.com> References: <20140303193158.GL3080@jibsheet.com> Message-ID: Kevin, I checked the code and I guess RT check the email title and extract the 'ticket id' using regular expression.Why not using "Reference" or do double check with that? Hajime 2014-03-04 4:31 GMT+09:00 Kevin Falcone : > On Fri, Feb 28, 2014 at 11:55:22AM +0900, Hajime Takase wrote: > > When I change the 'subject' of ticket on correspondence,new ticket is > created or the message > > goes to the different ticket even there was no authority to create or > reply in that queue. > > Example; > > [support #100]aaaaa to bbbbbb became new ticket 'bbbbbb' on support > queue > > [support #100]aaaaa to [support #50]aaaaa is added to the ticket on > which its id is 50 > > [support #100]aaaaa to [support #100]bbbbbb doesn't cause problem. > > Does Request Tracker recognize consistency of ticket from it "ticket > id" on subject?Not header > > or something? > > If by 'change the subject' you mean remove RT's subject tag and reply > from an external email client, then no, that isn't a bug, that's > breaking RT's preferred mechanism for tracking tickets. > > > Can I not show the ticket id from the user,without digging to the > source code? > > You have to dig into the source. > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From takase at axlbit.net Tue Mar 4 01:42:14 2014 From: takase at axlbit.net (Hajime Takase) Date: Tue, 4 Mar 2014 15:42:14 +0900 Subject: [rt-users] Send message to every non Privileged users in the Queue Message-ID: Hi, I have few hundred customers and few groups in the Queue.I want to send the messages to them like 'sales notice' or 'security notice' perhaps with making a new ticket.But apparently I can't add groups to CC when I create ticket. So is there any ways to send message to every non Privileged users in the particular Queue? Hajime -------------- next part -------------- An HTML attachment was scrubbed... URL: From biju.chacko at gmail.com Tue Mar 4 00:49:58 2014 From: biju.chacko at gmail.com (Biju Chacko) Date: Tue, 4 Mar 2014 05:49:58 +0000 (UTC) Subject: [rt-users] Kanban / agile workflows? References: Message-ID: Chris Herrmann gmail.com> writes: > > Hi guys, > > Just wondering if there are any plugins or ?? That would > facilitate alternative ways of visualising "work > to do" like agile or kanban or ?? > > I'm thinking this could be helpful for teams > and individual users to prioritise their work. Here's something I wrote for my own use: https://github.com/botsie/dirt -- b From kenn.crocker at gmail.com Tue Mar 4 02:11:35 2014 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Mon, 3 Mar 2014 23:11:35 -0800 Subject: [rt-users] Send message to every non Privileged users in the Queue Message-ID: <8905660967031662782@unknownmsgid> Hajime, You can create a group and then write a scrip to search that group membership and add them to the cc list. Kenn Sent from my Windows Phone ------------------------------ From: Hajime Takase Sent: 3/3/2014 10:42 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Send message to every non Privileged users in the Queue Hi, I have few hundred customers and few groups in the Queue.I want to send the messages to them like 'sales notice' or 'security notice' perhaps with making a new ticket.But apparently I can't add groups to CC when I create ticket. So is there any ways to send message to every non Privileged users in the particular Queue? Hajime -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.garcia_perez at alcatel-lucent.com Tue Mar 4 03:44:54 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Tue, 4 Mar 2014 08:44:54 +0000 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <20140303193913.GN3080@jibsheet.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> Message-ID: <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi, What files do you need? I attached the RT_Siteconfig.pm and the apache.conf in this email. Thanks and Regards Alberto Garc?a P?rez -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Kevin Falcone Enviado el: lunes, 03 de marzo de 2014 20:39 Para: rt-users at lists.bestpractical.com Asunto: Re: [rt-users] Bad URL formation after search a ticket On Fri, Feb 28, 2014 at 08:49:10AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > I have just upgrade de RT from 3.6.6 to 4.0.4 > > I have an issue with a bad formation in the URL when I search for some tickets. > > To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket > title and I can't go into the ticket. > > My correct URL is: > http://159.23.30.240/rt/Ticket/Display.html?id=3638 > > But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 > > Do you know where is the problem? When you filed this as a bug, I said You don't show your config, but your Web* Config options likely have an error. Without the information, all we could do is guess. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: apache2.conf Type: application/octet-stream Size: 8420 bytes Desc: apache2.conf URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/octet-stream Size: 1478 bytes Desc: RT_SiteConfig.pm URL: From jwitts at queenmargarets.com Tue Mar 4 06:13:57 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Tue, 4 Mar 2014 11:13:57 +0000 Subject: [rt-users] Set Custom field in template Message-ID: <666A663D6FC1A341A7DC24F236265B4186AAAE53@JUPITER.qms.n-yorks.sch.uk> Hi all, I am trying to use a template to set a ticket custom field so that we can configure RT to send out reminders when a ticket has been stalled for a week. We are running RT 4.2.0 The command I am passing to rt-crontool is as follows: ------------------------------------ rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate' AND Subject LIKE 'email'" --action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning HTML' --verbose ------------------------------------- and the contents of the template "Auto-Close Warning HTML" is as follows: -------------------------------------- my $CFName = 'Auto-Close Reminder'; my $DefaultValue = 'TRUE'; unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { my( $st, $msg ) = $self->Ticket->AddCustomFieldValue( Field => $CFName, Value => $DefaultValue, RecordTransaction => 1 ); } Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

If you do not respond with the requested information within 7 days then we will assume that this support request is no longer required and automatically close this request.

You may reply to this message to provide us with the required information, or you can visit the helpdesk to see all of your current support requests here:

Thank you,
{$Ticket->QueueObj->CorrespondAddress()}

---------------------------------- This is giving me the following error: ----------------------------------- [error]: Template parsing error: Can't call method "Ticket" on an undefined value at template line 5. (/opt/rt4/bin/../lib/RT/Template.pm:542) ----------------------------------- My Perl is very basic (to say the least!) and I have pulled this code together from searching around. Could anyone on the list highlight where I am going wrong? Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From emil at wican.no Tue Mar 4 08:32:31 2014 From: emil at wican.no (=?iso-8859-1?Q?Emil_St=F8a?=) Date: Tue, 4 Mar 2014 13:32:31 +0000 Subject: [rt-users] Question about Article searches In-Reply-To: <20140303193058.GK3080@jibsheet.com> References: <20140303193058.GK3080@jibsheet.com> Message-ID: Thank you, Kevin for your answer. I have tried to look into the code, and I had a feeling it should be "as simple" as that. Unfortunately, the simplest things for you pro's is a real headscratcher for the rest of us. Do you have any clues as to how I can make this modification? I try to figure stuff out as much as possible myself, but on this thing I'm really lost.. Emil -----Opprinnelig melding----- Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Kevin Falcone Sendt: 3. mars 2014 20:31 Til: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Question about Article searches On Thu, Feb 27, 2014 at 10:47:37PM +0000, Emil St?a wrote: > Oh, and in keeping with best pratices i should ofcourse tell you something about my > environment. Totally forgot, sorry J I've been using v3 for a long time, and I'm currently > trying out 4.0.2 and that's why I'm looking into this again. I've found Googleish from 2008, > is this the right track to get wikifield-quicksearch going? Googleish (renamed to Simple) is RT's Ticket Searching mechanism. Unlikely to help with Articles. > This may be a dumb question, but i am honestly exhausted trying to figure this out. In my > Articles I have set up a field for content, where most of the interesting stuff is written > down. The quick search field up to the right when you're browsing articles, it searches title > and description but not these custom fields. Can I add my fields to this quick search? The quick search just submits the search form for you, with a shortcut into the Name and Description. If you use some JS or something else to also set Article~ or Content~ it should do what you want. -kevin From jbrandt at bestpractical.com Tue Mar 4 08:34:03 2014 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 04 Mar 2014 08:34:03 -0500 Subject: [rt-users] Set Custom field in template In-Reply-To: <666A663D6FC1A341A7DC24F236265B4186AAAE53@JUPITER.qms.n-yorks.sch.uk> References: <666A663D6FC1A341A7DC24F236265B4186AAAE53@JUPITER.qms.n-yorks.sch.uk> Message-ID: <5315D64B.5080205@bestpractical.com> On 3/4/14 6:13 AM, Jon Witts wrote: > and the contents of the template "Auto-Close Warning HTML" is as follows: > > -------------------------------------- > > my $CFName = 'Auto-Close Reminder'; > my $DefaultValue = 'TRUE'; > > unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { > my( $st, $msg ) = $self->Ticket->AddCustomFieldValue( > Field => $CFName, > Value => $DefaultValue, > RecordTransaction => 1 ); > } > > Subject: Auto-Close Warning: {$Ticket->Subject} I think your issue is after the 'unless' where you're calling Ticket on $self. In templates the ticket object is available as just $Ticket as in the Subject line above. Try switching your $self->Ticket to $Ticket anywhere you're calling $self in the template. More docs on templates are available here: http://bestpractical.com/docs/rt/latest/customizing/templates.html You'll also need to put that initial code in some curly braces { } inside the template. More info here: https://metacpan.org/pod/Text::Template -- From mc at unistra.fr Tue Mar 4 10:00:24 2014 From: mc at unistra.fr (Marc Chantreux) Date: Tue, 4 Mar 2014 16:00:24 +0100 Subject: [rt-users] Kanban / agile workflows? In-Reply-To: References: Message-ID: <20140304150024.GA23747@ramirez.u-strasbg.fr> On Tue, Mar 04, 2014 at 05:49:58AM +0000, Biju Chacko wrote: > https://github.com/botsie/dirt thanks for sharing! i wish it would be a place on the web to collect those knid of links. regards -- Marc Chantreux Universit? de Strasbourg, Direction Informatique 14 Rue Ren? Descartes, 67084 STRASBOURG CEDEX ?: 03.68.85.57.40 http://unistra.fr "Don't believe everything you read on the Internet" -- Abraham Lincoln From jwitts at queenmargarets.com Tue Mar 4 10:49:22 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Tue, 4 Mar 2014 15:49:22 +0000 Subject: [rt-users] Set Custom field in template Message-ID: <666A663D6FC1A341A7DC24F236265B4186AAB525@JUPITER.qms.n-yorks.sch.uk> Hi Jim, I have edited my template code to this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

Which now works; but only when the search from rt-crontool returns just one ticket. If the search returns more than one ticket then only the first ticket has it's CF changed, all others remain the same. The email is sent for the other tickets however... What do I need to do so that the template runs this setting CF code for each ticket in the search? Many thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com ---------------------------------------- On 3/4/14 6:13 AM, Jon Witts wrote: > and the contents of the template "Auto-Close Warning HTML" is as follows: > > -------------------------------------- > > my $CFName = 'Auto-Close Reminder'; > my $DefaultValue = 'TRUE'; > > unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { > my( $st, $msg ) = $self->Ticket->AddCustomFieldValue( > Field => $CFName, > Value => $DefaultValue, > RecordTransaction => 1 ); > } > > Subject: Auto-Close Warning: {$Ticket->Subject} I think your issue is after the 'unless' where you're calling Ticket on $self. In templates the ticket object is available as just $Ticket as in the Subject line above. Try switching your $self->Ticket to $Ticket anywhere you're calling $self in the template. More docs on templates are available here: http://bestpractical.com/docs/rt/latest/customizing/templates.html You'll also need to put that initial code in some curly braces { } inside the template. More info here: https://metacpan.org/pod/Text::Template -- This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From jwitts at queenmargarets.com Tue Mar 4 11:01:21 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Tue, 4 Mar 2014 16:01:21 +0000 Subject: [rt-users] Set Custom field in template In-Reply-To: <666A663D6FC1A341A7DC24F236265B4186AAB525@JUPITER.qms.n-yorks.sch.uk> References: <666A663D6FC1A341A7DC24F236265B4186AAB525@JUPITER.qms.n-yorks.sch.uk> Message-ID: <666A663D6FC1A341A7DC24F236265B4186AAB581@JUPITER.qms.n-yorks.sch.uk> Looking further into this... When we run: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'" --action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning HTML' --transaction last --verbose The template is only setting the custom field on the first ticket in the search; but also the notification emails for all tickets in the search are not getting their ticket object, they are using the ticket object from the first returned ticket in the search. i.e. The template code is this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

and we have 4 tickets returned by our search. Every ticket has a notification email sent but the $Ticket->Subject variable for all notifications on all 4 tickets is the value of the first tickets subject... I guess this explains why only the first ticket is having its custom field updated, but how do we use rt-crontool to update multiple tickets and send out emails? Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 15:49 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template Hi Jim, I have edited my template code to this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

Which now works; but only when the search from rt-crontool returns just one ticket. If the search returns more than one ticket then only the first ticket has it's CF changed, all others remain the same. The email is sent for the other tickets however... What do I need to do so that the template runs this setting CF code for each ticket in the search? Many thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com ---------------------------------------- On 3/4/14 6:13 AM, Jon Witts wrote: > and the contents of the template "Auto-Close Warning HTML" is as follows: > > -------------------------------------- > > my $CFName = 'Auto-Close Reminder'; > my $DefaultValue = 'TRUE'; > > unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { > my( $st, $msg ) = $self->Ticket->AddCustomFieldValue( > Field => $CFName, > Value => $DefaultValue, > RecordTransaction => 1 ); > } > > Subject: Auto-Close Warning: {$Ticket->Subject} I think your issue is after the 'unless' where you're calling Ticket on $self. In templates the ticket object is available as just $Ticket as in the Subject line above. Try switching your $self->Ticket to $Ticket anywhere you're calling $self in the template. More docs on templates are available here: http://bestpractical.com/docs/rt/latest/customizing/templates.html You'll also need to put that initial code in some curly braces { } inside the template. More info here: https://metacpan.org/pod/Text::Template -- This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From jwitts at queenmargarets.com Tue Mar 4 11:23:31 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Tue, 4 Mar 2014 16:23:31 +0000 Subject: [rt-users] Set Custom field in template In-Reply-To: <666A663D6FC1A341A7DC24F236265B4186AAB581@JUPITER.qms.n-yorks.sch.uk> References: <666A663D6FC1A341A7DC24F236265B4186AAB525@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B4186AAB581@JUPITER.qms.n-yorks.sch.uk> Message-ID: <666A663D6FC1A341A7DC24F236265B4186AAB695@JUPITER.qms.n-yorks.sch.uk> When running this using the built-in Auto Reply template we are seeing the same issue: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate' AND 'CF.{Auto-Close Reminder}' NOT LIKE 'TRUE'" --action RT::Action::Notify --action-arg 'All' --template 'Autoreply in HTML' --transaction last --verbose Is this a bug with how rt-crontool is running or is there something fundamentally wrong with my rt-crontool command? Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 16:01 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template Looking further into this... When we run: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'" --action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning HTML' --transaction last --verbose The template is only setting the custom field on the first ticket in the search; but also the notification emails for all tickets in the search are not getting their ticket object, they are using the ticket object from the first returned ticket in the search. i.e. The template code is this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

and we have 4 tickets returned by our search. Every ticket has a notification email sent but the $Ticket->Subject variable for all notifications on all 4 tickets is the value of the first tickets subject... I guess this explains why only the first ticket is having its custom field updated, but how do we use rt-crontool to update multiple tickets and send out emails? Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 15:49 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template Hi Jim, I have edited my template code to this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

Which now works; but only when the search from rt-crontool returns just one ticket. If the search returns more than one ticket then only the first ticket has it's CF changed, all others remain the same. The email is sent for the other tickets however... What do I need to do so that the template runs this setting CF code for each ticket in the search? Many thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com ---------------------------------------- On 3/4/14 6:13 AM, Jon Witts wrote: > and the contents of the template "Auto-Close Warning HTML" is as follows: > > -------------------------------------- > > my $CFName = 'Auto-Close Reminder'; > my $DefaultValue = 'TRUE'; > > unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { > my( $st, $msg ) = $self->Ticket->AddCustomFieldValue( > Field => $CFName, > Value => $DefaultValue, > RecordTransaction => 1 ); > } > > Subject: Auto-Close Warning: {$Ticket->Subject} I think your issue is after the 'unless' where you're calling Ticket on $self. In templates the ticket object is available as just $Ticket as in the Subject line above. Try switching your $self->Ticket to $Ticket anywhere you're calling $self in the template. More docs on templates are available here: http://bestpractical.com/docs/rt/latest/customizing/templates.html You'll also need to put that initial code in some curly braces { } inside the template. More info here: https://metacpan.org/pod/Text::Template -- This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From joumoer343 at gmail.com Tue Mar 4 11:35:39 2014 From: joumoer343 at gmail.com (James) Date: Tue, 4 Mar 2014 08:35:39 -0800 (PST) Subject: [rt-users] Questions regarding email functionality Message-ID: <1393950939554-56836.post@n7.nabble.com> Hi all, I have a couple of questions regarding how the email history/cache works in regards to RT. I've inherited managing our organizations RT (4.0.10) system from an out going employee. Now every time the previous guy would do anything administrative (upgrading ect...) he'd pretty much dump every prior email notification RT ever sent in our inboxes and I am hoping to avoid doing that so: 1.) Is there any documentation I can look through as my Googlefu didn't come up with anything and 2.) Would something as simple restarted the httpd service cause this to happen. Thanks for taking the time to read this and I appreciate any advice given. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Questions-regarding-email-functionality-tp56836.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robdewhirst at gmail.com Tue Mar 4 12:29:48 2014 From: robdewhirst at gmail.com (Dewhirst, Rob) Date: Tue, 4 Mar 2014 11:29:48 -0600 Subject: [rt-users] RT::Authen::ExternalAuth LDAPS Message-ID: I am successfully authenticating via LDAP (cleartext) over TCP 389 using RT::Authen::ExternalAuth However, once I change: Set($ExternalServiceUsesSSLorTLS, 1); and in the ExternalSettings for My_LDAP: 'tls' => 1, 'ssl_version' => 3, It still authenticates (successfully) over TCP 389. I noticed someone else had a similar problem but was lacking Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP without Net:SSLeay) [root at rtir-test ~]# cpan -i Net::SSLeay CPAN: Storable loaded ok (v2.20) Reading '/root/.cpan/Metadata' Database was generated on Mon, 03 Mar 2014 20:17:02 GMT CPAN: Module::CoreList loaded ok (v2.18) Net::SSLeay is up to date (1.58). [root at rtir-test ~]# I have debug logging enabled in RT, but it doesn't seem to tell me anything useful since nothing is failing. RT-Authen-ExternalAuth-0.17 From ktm at rice.edu Tue Mar 4 12:32:40 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 4 Mar 2014 11:32:40 -0600 Subject: [rt-users] RT::Authen::ExternalAuth LDAPS In-Reply-To: References: Message-ID: <20140304173240.GD1150@aart.rice.edu> TLS would still be over port 389 if it was being used. Regards, Ken On Tue, Mar 04, 2014 at 11:29:48AM -0600, Dewhirst, Rob wrote: > I am successfully authenticating via LDAP (cleartext) over TCP 389 > using RT::Authen::ExternalAuth > > However, once I change: > > Set($ExternalServiceUsesSSLorTLS, 1); > > and in the ExternalSettings for My_LDAP: > > 'tls' => 1, > 'ssl_version' => 3, > > It still authenticates (successfully) over TCP 389. > > I noticed someone else had a similar problem but was lacking > Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP > without Net:SSLeay) > > [root at rtir-test ~]# cpan -i Net::SSLeay > CPAN: Storable loaded ok (v2.20) > Reading '/root/.cpan/Metadata' > Database was generated on Mon, 03 Mar 2014 20:17:02 GMT > CPAN: Module::CoreList loaded ok (v2.18) > Net::SSLeay is up to date (1.58). > [root at rtir-test ~]# > > I have debug logging enabled in RT, but it doesn't seem to tell me > anything useful since nothing is failing. > > RT-Authen-ExternalAuth-0.17 From darin at darins.net Tue Mar 4 12:50:39 2014 From: darin at darins.net (Darin Perusich) Date: Tue, 4 Mar 2014 12:50:39 -0500 Subject: [rt-users] RT::Authen::ExternalAuth LDAPS In-Reply-To: References: Message-ID: Is the CA certificate which signed your LDAP servers certs on your RT host? It would need to be installed in /etc/ssl/certs or /etc/pki/trust/anchors and hashed to be trusted. -- Later, Darin On Tue, Mar 4, 2014 at 12:29 PM, Dewhirst, Rob wrote: > I am successfully authenticating via LDAP (cleartext) over TCP 389 > using RT::Authen::ExternalAuth > > However, once I change: > > Set($ExternalServiceUsesSSLorTLS, 1); > > and in the ExternalSettings for My_LDAP: > > 'tls' => 1, > 'ssl_version' => 3, > > It still authenticates (successfully) over TCP 389. > > I noticed someone else had a similar problem but was lacking > Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP > without Net:SSLeay) > > [root at rtir-test ~]# cpan -i Net::SSLeay > CPAN: Storable loaded ok (v2.20) > Reading '/root/.cpan/Metadata' > Database was generated on Mon, 03 Mar 2014 20:17:02 GMT > CPAN: Module::CoreList loaded ok (v2.18) > Net::SSLeay is up to date (1.58). > [root at rtir-test ~]# > > I have debug logging enabled in RT, but it doesn't seem to tell me > anything useful since nothing is failing. > > RT-Authen-ExternalAuth-0.17 > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training From falcone at bestpractical.com Tue Mar 4 14:35:06 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Mar 2014 14:35:06 -0500 Subject: [rt-users] Tackling the undisclosed-recipients To: header for AdminCcs In-Reply-To: <531347D6.2010308@siel.nl> References: <531347D6.2010308@siel.nl> Message-ID: <20140304193506.GA3076@jibsheet.com> On Sun, Mar 02, 2014 at 04:01:42PM +0100, Guido Passet wrote: > For almost a week now I have been trying to correctly configure the > "To:" header for emails being send to AdminCcs. > > email but the email has a strange "To:" header. Depending on my > configuration I either get: > > "Owner,AdminCc of MyName Ticket #51":; > or: > "undisclosed-reciepents:;" The former is using the default FriendlyToLineFormat and UseFriendlyToLine . The latter is what happens when the To: line is left blank, as in the case of notifying AdminCcs. This then leaves it to your MTA to choose what header to provide (many, such as older versions of postfix explicitly provide what you see). To: undisclosed-recipients:; http://www.postfix.org/postconf.5.html#undisclosed_recipients_header > instead of the queue-emailaddress. This makes replying to tickets > from email rather annoying as the AdminCc receiving the email needs > to correct the address he is replying to. RT sets a Reply-To: automatically. Their mail client should be using that. What mail client are you using which is ignoring that? > I have tried tinkering with UseFriendlyToLine and > FriendlyToLineFormat but to no avail. Trying to use the > FriendlyToLineFormat seems illogical as its arguments seem to be > WatcherType and TicketId.. I'm not sure why those are illogical. It lets you write a custom To line which says "This mail was sent to the Owners and AdminCcs of ticket 51" which some users appreciate (As long as sendmail isn't involved). > I must be doing something silly, either missing a configuration > setting or approaching this the wrong way. So any hints or pointers > into the right direction are much appreciated. I've been hitting reply to admincc emails from RT for more than a decade which have undisclosed-recipients:; in the To: header without an issue. -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 Mar 4 14:40:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Mar 2014 14:40:59 -0500 Subject: [rt-users] Action to delay the Due Date In-Reply-To: <70D4282614C01440A43CCE5008060CB11715B460@MBX23.d.ethz.ch> References: <53106BD3.1000007@cscs.ch> <20140303193958.GO3080@jibsheet.com> <70D4282614C01440A43CCE5008060CB11715B460@MBX23.d.ethz.ch> Message-ID: <20140304194059.GB3076@jibsheet.com> On Mon, Mar 03, 2014 at 09:55:08PM +0000, Fernandez Pablo wrote: > > On Mar 3, 2014 8:40 PM, Kevin Falcone wrote: > > On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: > > > I was wondering... is there a way I can delay (a fixed amount of time) > > > the Due Date on all tickets that match some criteria (like being in > > > stalled state)? > > > I was thinking of using rt-crontool for that task as a sort of way to > > > "park" tickets (a cron job that runs every hour and delays 1 hour all > > > stalled tickets). > > > > Sounds like you want rt-crontool? > > http://bestpractical.com/docs/rt/latest/rt-crontool.html > > http://bestpractical.com/docs/rt/latest/automating_rt.html > > > But among the actions, I did not find any to change the due date (and neither in the two links ) > Any hints on how to do that? You'll have to provide your own action in local/lib/RT/Action/CustomDueMunging.pm Likely you want a Prepare of { return 1}; and then you'll have your real logic in Commit. -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 Mar 4 14:52:16 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Mar 2014 14:52:16 -0500 Subject: [rt-users] Send message to every non Privileged users in the Queue In-Reply-To: <8905660967031662782@unknownmsgid> References: <8905660967031662782@unknownmsgid> Message-ID: <20140304195216.GC3076@jibsheet.com> Kenn > You can create a group and then write a scrip to search that group membership and add them to > the cc list. That's hugely unnecessary since you can just add a group as a Cc after creation. Hajime > I have few hundred customers and few groups in the Queue.I want to send the messages to them > like 'sales notice' or 'security notice' perhaps with making a new ticket.But apparently I > can't add groups to CC when I create ticket. > So is there any ways to send message to every non Privileged users in the particular Queue? The Web UI won't allow that unfortunately, since it wants to parse emails. It's an infrequent request. You can create the ticket, add the Cc, then correspond. Alternately, depending on how you're handling these tickets, the API accepts Principal ids, so you can assign a group on creation of the ticket using that. -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 Mar 4 15:03:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Mar 2014 15:03:13 -0500 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> Message-ID: <20140304200313.GD3076@jibsheet.com> On Tue, Mar 04, 2014 at 08:44:54AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > What files do you need? > I attached the RT_Siteconfig.pm and the apache.conf in this email. You should know that your apache.conf doesn't actually contain your RT apache configuration (it sucks in configuration from elsewhere in the Debian package). > > I have just upgrade de RT from 3.6.6 to 4.0.4 Was your old RT located at the root of the server or did it also use /rt/ ? Also, now that we know you're using Debian packages, at least grab the ones from backports so you have 4.0.19 rather than 4.0.4 from 2011 > > I have an issue with a bad formation in the URL when I search for some tickets. > > > > To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket > > title and I can't go into the ticket. > > > > My correct URL is: > > http://159.23.30.240/rt/Ticket/Display.html?id=3638 > > > > But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 If this happens on every search, rather than just some searches, I assume you either have a bogus DefaultSearchResultFormat in your config (but the config you sent says you don't have that). Alternately, you could have a bogus personal search format. Go check Tools -> Admin -> Tools -> System Configuration and search for your DefaultSearchResultFormat, is should have __WebPath__s in it. If it only happens for you, or only happens on some searches, there are different problems it could be. -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 Mar 4 15:05:11 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Mar 2014 15:05:11 -0500 Subject: [rt-users] Questions regarding email functionality In-Reply-To: <1393950939554-56836.post@n7.nabble.com> References: <1393950939554-56836.post@n7.nabble.com> Message-ID: <20140304200511.GE3076@jibsheet.com> On Tue, Mar 04, 2014 at 08:35:39AM -0800, James wrote: > I've inherited managing our organizations RT (4.0.10) system from an out > going employee. Now every time the previous guy would do anything > administrative (upgrading ect...) he'd pretty much dump every prior email > notification RT ever sent in our inboxes and I am hoping to avoid doing that > so: That's an amazing feat. Nothing in a normal RT upgrade or configuration change would do that. > 1.) Is there any documentation I can look through as my Googlefu didn't come > up with anything and Start at http://docs.bestpractical.com > 2.) Would something as simple restarted the httpd service cause this to > happen. No. Mail in RT is handed off to your MTA immediately. Re-sending that email means someone is rerunning all the transactions or has a bad mail queue that they're flushing or something similarly awful. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From joumoer343 at gmail.com Tue Mar 4 15:09:21 2014 From: joumoer343 at gmail.com (James) Date: Tue, 4 Mar 2014 12:09:21 -0800 (PST) Subject: [rt-users] Questions regarding email functionality In-Reply-To: <20140304200511.GE3076@jibsheet.com> References: <1393950939554-56836.post@n7.nabble.com> <20140304200511.GE3076@jibsheet.com> Message-ID: <1393963761220-56846.post@n7.nabble.com> Great thanks for the help, this was kind of dumped in my lap and I know nothing about RT so still figuring things out. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Questions-regarding-email-functionality-tp56836p56846.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kenn.crocker at gmail.com Tue Mar 4 16:10:41 2014 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 4 Mar 2014 13:10:41 -0800 Subject: [rt-users] Send message to every non Privileged users in the Queue Message-ID: <-438039918564847759@unknownmsgid> Kevin, Well hell. I'm old. I wasn't thinking. You're right. Kenn Sent from my Windows Phone From: Kevin Falcone Sent: 3/4/2014 11:52 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Send message to every non Privileged users in the Queue Kenn > You can create a group and then write a scrip to search that group membership and add them to > the cc list. That's hugely unnecessary since you can just add a group as a Cc after creation. Hajime > I have few hundred customers and few groups in the Queue.I want to send the messages to them > like 'sales notice' or 'security notice' perhaps with making a new ticket.But apparently I > can't add groups to CC when I create ticket. > So is there any ways to send message to every non Privileged users in the particular Queue? The Web UI won't allow that unfortunately, since it wants to parse emails. It's an infrequent request. You can create the ticket, add the Cc, then correspond. Alternately, depending on how you're handling these tickets, the API accepts Principal ids, so you can assign a group on creation of the ticket using that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 243 bytes Desc: not available URL: From kenn.crocker at gmail.com Tue Mar 4 16:19:40 2014 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 4 Mar 2014 13:19:40 -0800 Subject: [rt-users] MySQL Question (joins and stuff) Message-ID: <195256442364739535@unknownmsgid> Landon, I wrote some SQL to create reporting views for another system. Our RT was on Oracle, but the SQL might be similar enough to use as an example. I create a flattened view of Various Custom Fields, including Dates. Let me know if you're interested. Kenn Sent from my Windows Phone ------------------------------ From: Landon Stewart Sent: 3/3/2014 3:02 PM To: RT Users Subject: [rt-users] MySQL Question (joins and stuff) Hello, I'd never modify the database without the API but I'd like a flattened version of the data as a snapshot every so often for statistical purposes. If I run the following MySQL query I basically get a line for every CustomField Value and it duplicates all the T.* fields while writing new data for the OCFV.* values on each line of course. SELECT T.id,Q.Name,T.Subject,T.Status,T.Created,T.Resolved,CF.Name,OCFV.Content FROM Tickets T, ObjectCustomFieldValues OCFV,CustomFields CF,Queues Q WHERE T.id = OCFV.ObjectID AND OCFV.CustomField = CF.id AND T.Queue = Q.id AND Q.Name = "Incidents" AND T.Status != "abandoned" AND OCFV.Disabled = 0 LIMIT 1000; OUTPUT: id Name Subject Status Created Resolved Name Content 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Constituency EDUNET 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 IP 10.0.0.220 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 CCName XXXX 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 ClientName Johnny Appleseed 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Customer 9877659 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 PreferredLanguage English What I'd like to do is have the output with the T.* columns like normal and each CF.Name as a column name with the value from OCFV.Content would be desired. I think I know this involves using the right INNER or OUTER or FULL JOIN or sub-queries or something but I'm afraid that's over my head here. I'm familiar with JOINs but not turning a table on it's side. It's either this or have a ridiculous amount of output feed into some ridiculous kludgy script to reformat it. If anyone knows how I could flatten this data so a snapshot of each ticket (within a date range based on Tickets.Created or Tickets.Resolved) on one line with CF names as columns and CF values as values can be achieved I would really really appreciate it. Failing that if anyone knows of any tips to figure this out (like a primer on turning tables on their side) I'd appreciate any advice you can give me. :-D -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From talena at bestpractical.com Tue Mar 4 16:03:45 2014 From: talena at bestpractical.com (Talena Gandy) Date: Tue, 4 Mar 2014 16:03:45 -0500 Subject: [rt-users] [rt-announce] Reminder: Sign up for our first Request Tracker training of 2014! Message-ID: Just a reminder that Best Practical's first RT training is taking place on March 19-20 in London, UK. This will likely be our only non-US public session this year. This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you've been using Request Tracker for years or are a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. For both days, it is USD $1,495 for one person. This includes training materials, continental style breakfast, and snacks. You can register by heading over to our shop to pay via credit card (Amex not accepted, unfortunately.) You can also drop us a note at training at bestpractical.com if you'd rather we send an invoice. Finally, if you're from an academic institution, or would like to send more than 3 people, let us know so we can give you a bit of a discount. We're always happy to answer any questions, so please don't be shy. -Best Practical -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From jason.hubbard at circles.com Tue Mar 4 16:57:14 2014 From: jason.hubbard at circles.com (j.hubbard) Date: Tue, 4 Mar 2014 13:57:14 -0800 (PST) Subject: [rt-users] MySQL Question (joins and stuff) In-Reply-To: References: Message-ID: <1393970234300-56850.post@n7.nabble.com> Hi Landon, below is some sql I wrote (I'm not too good at sql so some of it could probably be optimized). It pulls a bunch of fields both system and custom as well as the first comment on the ticket and names the columns something friendly. Also it compensates for timezones since the db is in UTC. Hopefully it helps. The custom fields I am pulling are "Priority" (not the built-in one) and "Category". I have two different "Category" custom fields from two different queues but I am showing them both in one column, hence the OR in the first custom field join statement below. Let me know --begin SQL-- SELECT T.id, T.EffectiveId, DATE(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as 'Day Created', CONVERT_TZ(T.Created, '+00:00', '-04:00') as Created, CONVERT_TZ(T.Resolved, '+00:00', '-04:00') as Resolved, WEEK(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as week, MONTH(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as Month, U3.Name as 'Requestor', U6.EmailAddress as 'Requestor Email', U5.RealName as 'Requestor RealName', U4.City as 'Requestor City', U.name as 'Owner', U2.RealName as 'Owner RealName', Q.id as QueueID, Q.Name as 'Queue Name', T.Status, OOCF.Content as 'Priority', OCF.Content as 'Category', OCF.ObjectId, OCF.CustomField, T.Subject, TO_DAYS(IF(Resolved != '0000-00-00 00:00:00' AND Resolved != '1970-01-01 00:00:00', DATE(Resolved), CURDATE())) - TO_DAYS(DATE(T.Created)) as days_open FROM Tickets T LEFT JOIN Users U on U.id = T.Owner LEFT JOIN Users U2 on U2.id = T.Owner LEFT JOIN Queues Q on Q.id = T.Queue LEFT JOIN Users U3 on U3.id = T.Creator LEFT JOIN Users U4 on U4.id = T.Creator LEFT JOIN Users U5 on U5.id = T.Creator LEFT JOIN Users U6 on U6.id = T.Creator LEFT JOIN (ObjectCustomFieldValues OCF) on (OCF.ObjectId = T.id AND (OCF.CustomField = '3' OR OCF.CustomField = '5')) LEFT JOIN (ObjectCustomFieldValues OOCF) on (OOCF.ObjectId = T.id AND OOCF.CustomField = '4') WHERE Type = 'ticket' AND ( Status IN ('open','stalled','new','autoclose','resolved','rejected') OR ( Status = 'resolved' AND Resolved > DATE_SUB(CURDATE(), INTERVAL 30 DAY) ) ) ORDER BY T.id --end SQL-- -- View this message in context: http://requesttracker.8502.n7.nabble.com/MySQL-Question-joins-and-stuff-tp56822p56850.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From eje at panix.com Tue Mar 4 17:10:04 2014 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Tue, 4 Mar 2014 17:10:04 -0500 Subject: [rt-users] connecting correspondence to existing tickets Message-ID: <20140304221003.GA2853@panix.com> I have a situation where I am receiving updates from another automated ticketing system which do not include our ticket tag, but do use their own trouble ticket number in the Subject line. I want to attach all the traffic from those updates to the same ticket. The simplest way appears to be check on create to see if the new ticket is from specific sender, filter their trouble ticket number out of the Subject line, and look for that value in the custom field of an existing ticket. If I find one, merge the new ticket into that old ticket. If not, set the custom field of this new ticket. Am I missing something easier in the new RT? I started w/ 3.8, but we're up to 4.2.2 now and I may have missed some new helpful features... -- Eleanor J. Piglet Evans, eje at panix.com Customer Support, (212) 741-4400 From lstewart at iweb.com Tue Mar 4 17:25:20 2014 From: lstewart at iweb.com (Landon Stewart) Date: Tue, 4 Mar 2014 14:25:20 -0800 Subject: [rt-users] MySQL Question (joins and stuff) In-Reply-To: <1393970234300-56850.post@n7.nabble.com> References: <1393970234300-56850.post@n7.nabble.com> Message-ID: Jason this is brilliant! Thank you! On 4 March 2014 13:57, j.hubbard wrote: > Hi Landon, below is some sql I wrote (I'm not too good at sql so some of it > could probably be optimized). It pulls a bunch of fields both system and > custom as well as the first comment on the ticket and names the columns > something friendly. Also it compensates for timezones since the db is in > UTC. > > Hopefully it helps. > > The custom fields I am pulling are "Priority" (not the built-in one) and > "Category". I have two different "Category" custom fields from two > different queues but I am showing them both in one column, hence the OR in > the first custom field join statement below. > > Let me know > > > > --begin SQL-- > > SELECT T.id, T.EffectiveId, DATE(CONVERT_TZ(T.Created, '+00:00', '-04:00')) > as 'Day Created', > CONVERT_TZ(T.Created, '+00:00', '-04:00') as Created, > CONVERT_TZ(T.Resolved, > '+00:00', '-04:00') as Resolved, > WEEK(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as week, > MONTH(CONVERT_TZ(T.Created, '+00:00', '-04:00')) as Month, > U3.Name as 'Requestor', U6.EmailAddress as 'Requestor Email', U5.RealName > as > 'Requestor RealName', > U4.City as 'Requestor City', U.name as 'Owner', U2.RealName as 'Owner > RealName', Q.id as QueueID, > Q.Name as 'Queue Name', T.Status, OOCF.Content as 'Priority', > OCF.Content as 'Category', OCF.ObjectId, OCF.CustomField, T.Subject, > TO_DAYS(IF(Resolved != '0000-00-00 00:00:00' AND > Resolved != '1970-01-01 00:00:00', > DATE(Resolved), CURDATE())) - > TO_DAYS(DATE(T.Created)) as days_open > FROM Tickets T > LEFT JOIN Users U on U.id = T.Owner > LEFT JOIN Users U2 on U2.id = T.Owner > LEFT JOIN Queues Q on Q.id = T.Queue > LEFT JOIN Users U3 on U3.id = T.Creator > LEFT JOIN Users U4 on U4.id = T.Creator > LEFT JOIN Users U5 on U5.id = T.Creator > LEFT JOIN Users U6 on U6.id = T.Creator > LEFT JOIN (ObjectCustomFieldValues OCF) on (OCF.ObjectId = T.id AND > (OCF.CustomField = '3' OR OCF.CustomField = '5')) > LEFT JOIN (ObjectCustomFieldValues OOCF) on (OOCF.ObjectId = T.id AND > OOCF.CustomField = '4') > WHERE Type = 'ticket' > AND > ( > Status IN ('open','stalled','new','autoclose','resolved','rejected') > OR > ( > Status = 'resolved' > AND Resolved > DATE_SUB(CURDATE(), INTERVAL 30 DAY) > ) > ) > ORDER BY T.id > > --end SQL-- > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/MySQL-Question-joins-and-stuff-tp56822p56850.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > > -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From timothy.d.wilson at gmail.com Tue Mar 4 18:05:00 2014 From: timothy.d.wilson at gmail.com (Tim Wilson) Date: Tue, 4 Mar 2014 17:05:00 -0600 Subject: [rt-users] Drop-down menu for Owner field disappeared Message-ID: RT suddenly stopped showing a drop-down menu for the Owner field today. It's just a regular text box now. You can still type in it, and the autocomplete works, but the drop-down is gone. We're running 4.2.0. There's no difference in behavior in different browsers. Any suggestions? -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Mar 4 18:24:09 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 04 Mar 2014 18:24:09 -0500 Subject: [rt-users] Drop-down menu for Owner field disappeared In-Reply-To: References: Message-ID: <1393975449.4303.4.camel@umgah.localdomain> On Tue, 2014-03-04 at 17:05 -0600, Tim Wilson wrote: > RT suddenly stopped showing a drop-down menu for the Owner field > today. It's just a regular text box now. You can still type in it, and > the autocomplete works, but the drop-down is gone. We're running > 4.2.0. There's no difference in behavior in different browsers. Any > suggestions? For performance reasons, RT 4.2 switches to an autocomplete box once the number of possible owners grows beyond 50. If it did so suddenly, it's a fair bet that someone handed out OwnTicket too broadly, and the autocompleter is saving you from a drop-down that would otherwise contain, say, all users in your system. - Alex From takase at axlbit.net Wed Mar 5 01:42:06 2014 From: takase at axlbit.net (Hajime Takase) Date: Wed, 5 Mar 2014 15:42:06 +0900 Subject: [rt-users] Comment reply from email Message-ID: Hi, Can RT distinguish repling to ticket or comment from email? Apparently it seems that all reply is recognized as "Correspondence" but I want to allow to reply comment from email which is not sent to the requester. I'm thinking to add script to check the title(like if [Comment] it is reply to comment) or see "Reference" of email header. Hajime -------------- next part -------------- An HTML attachment was scrubbed... URL: From takase at axlbit.net Wed Mar 5 01:42:43 2014 From: takase at axlbit.net (Hajime Takase) Date: Wed, 5 Mar 2014 15:42:43 +0900 Subject: [rt-users] Send message to every non Privileged users in the Queue In-Reply-To: <-438039918564847759@unknownmsgid> References: <-438039918564847759@unknownmsgid> Message-ID: Thanks all. 2014-03-05 6:10 GMT+09:00 Kenneth Crocker : > Kevin, > > Well hell. I'm old. I wasn't thinking. You're right. > > Kenn > > Sent from my Windows Phone From: Kevin Falcone > Sent: 3/4/2014 11:52 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Send message to every non Privileged users in > the Queue > Kenn > > > You can create a group and then write a scrip to search that group > membership and add them to > > the cc list. > > That's hugely unnecessary since you can just add a group as a Cc > after creation. > > Hajime > > > I have few hundred customers and few groups in the Queue.I want to > send the messages to them > > like 'sales notice' or 'security notice' perhaps with making a new > ticket.But apparently I > > can't add groups to CC when I create ticket. > > So is there any ways to send message to every non Privileged users in > the particular Queue? > > The Web UI won't allow that unfortunately, since it wants to parse > emails. It's an infrequent request. > > You can create the ticket, add the Cc, then correspond. > Alternately, depending on how you're handling these tickets, the API > accepts Principal ids, so you can assign a group on creation of the > ticket using that. > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwitts at queenmargarets.com Wed Mar 5 04:13:57 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Wed, 5 Mar 2014 09:13:57 +0000 Subject: [rt-users] Set Custom field in template In-Reply-To: <666A663D6FC1A341A7DC24F236265B4186AAB695@JUPITER.qms.n-yorks.sch.uk> References: <666A663D6FC1A341A7DC24F236265B4186AAB525@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B4186AAB581@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B4186AAB695@JUPITER.qms.n-yorks.sch.uk> Message-ID: <666A663D6FC1A341A7DC24F236265B4186AABFEA@JUPITER.qms.n-yorks.sch.uk> So I decided to leave this alone yesterday and have a look again with fresh eyes this morning... Changing our rt-crontool command to this: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'" --action RT::Action::RecordCorrespondence --template 'Auto-Close Warning HTML' --transaction last --verbose --log debug produces the expected results. Can anyone explain why using the action RT::Action::Notify would produce the effect of only using the first ticket variables when it runs through the template? Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 16:24 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template When running this using the built-in Auto Reply template we are seeing the same issue: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate' AND 'CF.{Auto-Close Reminder}' NOT LIKE 'TRUE'" --action RT::Action::Notify --action-arg 'All' --template 'Autoreply in HTML' --transaction last --verbose Is this a bug with how rt-crontool is running or is there something fundamentally wrong with my rt-crontool command? Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 16:01 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template Looking further into this... When we run: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'" --action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning HTML' --transaction last --verbose The template is only setting the custom field on the first ticket in the search; but also the notification emails for all tickets in the search are not getting their ticket object, they are using the ticket object from the first returned ticket in the search. i.e. The template code is this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

and we have 4 tickets returned by our search. Every ticket has a notification email sent but the $Ticket->Subject variable for all notifications on all 4 tickets is the value of the first tickets subject... I guess this explains why only the first ticket is having its custom field updated, but how do we use rt-crontool to update multiple tickets and send out emails? Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 15:49 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template Hi Jim, I have edited my template code to this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

Which now works; but only when the search from rt-crontool returns just one ticket. If the search returns more than one ticket then only the first ticket has it's CF changed, all others remain the same. The email is sent for the other tickets however... What do I need to do so that the template runs this setting CF code for each ticket in the search? Many thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com ---------------------------------------- On 3/4/14 6:13 AM, Jon Witts wrote: > and the contents of the template "Auto-Close Warning HTML" is as follows: > > -------------------------------------- > > my $CFName = 'Auto-Close Reminder'; > my $DefaultValue = 'TRUE'; > > unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { > my( $st, $msg ) = $self->Ticket->AddCustomFieldValue( > Field => $CFName, > Value => $DefaultValue, > RecordTransaction => 1 ); > } > > Subject: Auto-Close Warning: {$Ticket->Subject} I think your issue is after the 'unless' where you're calling Ticket on $self. In templates the ticket object is available as just $Ticket as in the Subject line above. Try switching your $self->Ticket to $Ticket anywhere you're calling $self in the template. More docs on templates are available here: http://bestpractical.com/docs/rt/latest/customizing/templates.html You'll also need to put that initial code in some curly braces { } inside the template. More info here: https://metacpan.org/pod/Text::Template -- This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From alberto.garcia_perez at alcatel-lucent.com Wed Mar 5 04:43:13 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Wed, 5 Mar 2014 09:43:13 +0000 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <20140304200313.GD3076@jibsheet.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140304200313.GD3076@jibsheet.com> Message-ID: <777C32BDBE4DEF41BE999E697FBDBD940491C1@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi, My old RT use also /rt/ It happens in every search I try. This is my DefaultSearchFormat result: ' \'__id__/TITLE:#\', \'__Subject__/TITLE:Subject\', Status, QueueName, OwnerName, Priority, \'__NEWLINE__\', \'\', \'__Requestors__\', \'__CreatedRelative__\', \'__ToldRelative__\', \'__LastUpdatedRelative__\', \'__TimeLeft__\'' Thanks Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Kevin Falcone Enviado el: martes, 04 de marzo de 2014 21:03 Para: rt-users at lists.bestpractical.com Asunto: Re: [rt-users] Bad URL formation after search a ticket On Tue, Mar 04, 2014 at 08:44:54AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > What files do you need? > I attached the RT_Siteconfig.pm and the apache.conf in this email. You should know that your apache.conf doesn't actually contain your RT apache configuration (it sucks in configuration from elsewhere in the Debian package). > > I have just upgrade de RT from 3.6.6 to 4.0.4 Was your old RT located at the root of the server or did it also use /rt/ ? Also, now that we know you're using Debian packages, at least grab the ones from backports so you have 4.0.19 rather than 4.0.4 from 2011 > > I have an issue with a bad formation in the URL when I search for some tickets. > > > > To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket > > title and I can't go into the ticket. > > > > My correct URL is: > > http://159.23.30.240/rt/Ticket/Display.html?id=3638 > > > > But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 If this happens on every search, rather than just some searches, I assume you either have a bogus DefaultSearchResultFormat in your config (but the config you sent says you don't have that). Alternately, you could have a bogus personal search format. Go check Tools -> Admin -> Tools -> System Configuration and search for your DefaultSearchResultFormat, is should have __WebPath__s in it. If it only happens for you, or only happens on some searches, there are different problems it could be. -kevin From gd250 at cam.ac.uk Wed Mar 5 05:14:55 2014 From: gd250 at cam.ac.uk (Gareth Dawson) Date: Wed, 5 Mar 2014 10:14:55 +0000 Subject: [rt-users] Suppressing transactions for EscalatePriority Message-ID: <5B3B128E-8976-437A-9758-6870FACC4EDF@cam.ac.uk> We automatically increase priority on our tickets daily, and the history of these tickets gets crowded with transaction messages from rt-crontool. Also the LastUpdated date is set by rt-crontool, so not as useful as it should be for seeing when users actually updated the ticket. I found a similar posting of this issue back in 2011 http://lists.bestpractical.com/pipermail/rt-users/2011-July/071792.html Kevin Falcone suggested LinearEscalate (as this can be silent) or patching EscalatePriority with the silent feature from LinearEscalate. LinearEscalate doesn't work for us, as we don't make much use of due dates. So attached is a patch for EscalatePriority (RT version 4.0.18) that lets you use --action-arg "RecordTransaction: 0, UpdateLastUpdated: 0" to make EscalatePriority not record a transaction or update LastUpdated. This was pretty much a copy and paste job from LinearEscalate, so thanks to the authors of that. Hopefully it'll be of use, All the best, Gareth -- Gareth Dawson Christ's College -------------- next part -------------- A non-text attachment was scrubbed... Name: EscalatePriority.pm.patch Type: application/octet-stream Size: 2888 bytes Desc: not available URL: From pablo.fernandez at cscs.ch Wed Mar 5 05:23:20 2014 From: pablo.fernandez at cscs.ch (Pablo Fernandez) Date: Wed, 5 Mar 2014 11:23:20 +0100 Subject: [rt-users] Action to delay the Due Date In-Reply-To: <20140304194059.GB3076@jibsheet.com> References: <53106BD3.1000007@cscs.ch> <20140303193958.GO3080@jibsheet.com> <70D4282614C01440A43CCE5008060CB11715B460@MBX23.d.ethz.ch> <20140304194059.GB3076@jibsheet.com> Message-ID: <5316FB18.3030701@cscs.ch> Thanks for the hint... I was able to do what I needed. I post here the contents of the local/lib/RT/Action/DelayDue.pm script, for others that may need it: ---- package RT::Action::DelayDue; use base 'RT::Action'; use strict; #Do what we need to do and send it out. #What does this type of Action does # {{{ sub Describe sub Describe { my $self = shift; return (ref $self . " will increase the ticket Due Date to the argument provided in minutes."); } # }}} # {{{ sub Prepare sub Prepare { # nothing to prepare return 1; } # }}} sub Commit { my $self = shift; my $due = $self->TicketObj->DueObj(); if ($due->Unix() > 1) { $due->AddSeconds( $self->Argument * 60 ); $self->TicketObj->SetDue($due->ISO); } } RT::Base->_ImportOverlays(); 1; ---- And a nice crontool that runs every hour: /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'z1-rt' AND Status = 'stalled'" --action RT::Action::DelayDue --action-arg 60 --verbose Hope it helps! Thanks again for the help! BR/Pablo On 03/04/2014 08:40 PM, Kevin Falcone wrote: > On Mon, Mar 03, 2014 at 09:55:08PM +0000, Fernandez Pablo wrote: >>> On Mar 3, 2014 8:40 PM, Kevin Falcone wrote: >>> On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: >>>> I was wondering... is there a way I can delay (a fixed amount of time) >>>> the Due Date on all tickets that match some criteria (like being in >>>> stalled state)? >>>> I was thinking of using rt-crontool for that task as a sort of way to >>>> "park" tickets (a cron job that runs every hour and delays 1 hour all >>>> stalled tickets). >>> Sounds like you want rt-crontool? >>> http://bestpractical.com/docs/rt/latest/rt-crontool.html >>> http://bestpractical.com/docs/rt/latest/automating_rt.html >>> >> But among the actions, I did not find any to change the due date (and neither in the two links ) >> Any hints on how to do that? > You'll have to provide your own action in > local/lib/RT/Action/CustomDueMunging.pm > > Likely you want a Prepare of { return 1}; and then you'll have your > real logic in Commit. > > -kevin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwitts at queenmargarets.com Wed Mar 5 08:08:10 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Wed, 5 Mar 2014 13:08:10 +0000 Subject: [rt-users] Set Custom field in template In-Reply-To: <666A663D6FC1A341A7DC24F236265B4186AABFEA@JUPITER.qms.n-yorks.sch.uk> References: <666A663D6FC1A341A7DC24F236265B4186AAB525@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B4186AAB581@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B4186AAB695@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B4186AABFEA@JUPITER.qms.n-yorks.sch.uk> Message-ID: <666A663D6FC1A341A7DC24F236265B4186AACC7D@JUPITER.qms.n-yorks.sch.uk> I have logged this as a bug over here: http://issues.bestpractical.com/Ticket/Display.html?id=29454 For now I am having to use a combination of the RT::Action::RecordCorrespondence action and then running another cron job immediately afterwards to switch the status of those tickets back to stalled... Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 05 March 2014 09:14 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template So I decided to leave this alone yesterday and have a look again with fresh eyes this morning... Changing our rt-crontool command to this: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'" --action RT::Action::RecordCorrespondence --template 'Auto-Close Warning HTML' --transaction last --verbose --log debug produces the expected results. Can anyone explain why using the action RT::Action::Notify would produce the effect of only using the first ticket variables when it runs through the template? Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 16:24 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template When running this using the built-in Auto Reply template we are seeing the same issue: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate' AND 'CF.{Auto-Close Reminder}' NOT LIKE 'TRUE'" --action RT::Action::Notify --action-arg 'All' --template 'Autoreply in HTML' --transaction last --verbose Is this a bug with how rt-crontool is running or is there something fundamentally wrong with my rt-crontool command? Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 16:01 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template Looking further into this... When we run: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Estate'" --action RT::Action::Notify --action-arg 'All' --template 'Auto-Close Warning HTML' --transaction last --verbose The template is only setting the custom field on the first ticket in the search; but also the notification emails for all tickets in the search are not getting their ticket object, they are using the ticket object from the first returned ticket in the search. i.e. The template code is this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

and we have 4 tickets returned by our search. Every ticket has a notification email sent but the $Ticket->Subject variable for all notifications on all 4 tickets is the value of the first tickets subject... I guess this explains why only the first ticket is having its custom field updated, but how do we use rt-crontool to update multiple tickets and send out emails? Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Witts Sent: 04 March 2014 15:49 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Custom field in template Hi Jim, I have edited my template code to this: Subject: Auto-Close Warning: {$Ticket->Subject} Content-Type: text/html

Hello,

This message has been automatically generated to let you know that your support request regarding "{$Ticket->Subject()}", has been in a "stalled" state awaiting further information from yourself for a week. This ticket was assigned an ID of "{$Ticket->SubjectTag}".

Which now works; but only when the search from rt-crontool returns just one ticket. If the search returns more than one ticket then only the first ticket has it's CF changed, all others remain the same. The email is sent for the other tickets however... What do I need to do so that the template runs this setting CF code for each ticket in the search? Many thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com ---------------------------------------- On 3/4/14 6:13 AM, Jon Witts wrote: > and the contents of the template "Auto-Close Warning HTML" is as follows: > > -------------------------------------- > > my $CFName = 'Auto-Close Reminder'; > my $DefaultValue = 'TRUE'; > > unless( $self->Ticket->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { > my( $st, $msg ) = $self->Ticket->AddCustomFieldValue( > Field => $CFName, > Value => $DefaultValue, > RecordTransaction => 1 ); > } > > Subject: Auto-Close Warning: {$Ticket->Subject} I think your issue is after the 'unless' where you're calling Ticket on $self. In templates the ticket object is available as just $Ticket as in the Subject line above. Try switching your $self->Ticket to $Ticket anywhere you're calling $self in the template. More docs on templates are available here: http://bestpractical.com/docs/rt/latest/customizing/templates.html You'll also need to put that initial code in some curly braces { } inside the template. More info here: https://metacpan.org/pod/Text::Template -- This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From falcone at bestpractical.com Wed Mar 5 10:57:03 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 10:57:03 -0500 Subject: [rt-users] connecting correspondence to existing tickets In-Reply-To: <20140304221003.GA2853@panix.com> References: <20140304221003.GA2853@panix.com> Message-ID: <20140305155703.GF3076@jibsheet.com> On Tue, Mar 04, 2014 at 05:10:04PM -0500, Eleanor J. Evans [Panix Staff] wrote: > I have a situation where I am receiving updates from another automated > ticketing system which do not include our ticket tag, but do use their > own trouble ticket number in the Subject line. I want to attach all > the traffic from those updates to the same ticket. > > The simplest way appears to be check on create to see if the new > ticket is from specific sender, filter their trouble ticket number out > of the Subject line, and look for that value in the custom field of an > existing ticket. If I find one, merge the new ticket into that old > ticket. If not, set the custom field of this new ticket. > > Am I missing something easier in the new RT? I started w/ 3.8, but > we're up to 4.2.2 now and I may have missed some new helpful > features... You've described the workflow of RT-Extension-Nagios which you can probably steal code from. Alternately, if you don't want to create the ticket and then merge it, you could use an override of ExtractTicketId to 'fake' the existence of RT's subject tag so that RT will just append to the existing ticket. Documentation for those methods will be in a later release, currently here: https://github.com/bestpractical/rt/commit/7addb5fbabc298fc4bf8565998d3c64b746826e1 and it references another extension you can examine to see how it works. -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 Mar 5 10:58:38 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 10:58:38 -0500 Subject: [rt-users] Drop-down menu for Owner field disappeared In-Reply-To: <1393975449.4303.4.camel@umgah.localdomain> References: <1393975449.4303.4.camel@umgah.localdomain> Message-ID: <20140305155838.GG3076@jibsheet.com> On Tue, Mar 04, 2014 at 06:24:09PM -0500, Alex Vandiver wrote: > On Tue, 2014-03-04 at 17:05 -0600, Tim Wilson wrote: > > RT suddenly stopped showing a drop-down menu for the Owner field > > today. It's just a regular text box now. You can still type in it, and > > the autocomplete works, but the drop-down is gone. We're running > > 4.2.0. There's no difference in behavior in different browsers. Any > > suggestions? > > For performance reasons, RT 4.2 switches to an autocomplete box once the > number of possible owners grows beyond 50. If it did so suddenly, it's > a fair bet that someone handed out OwnTicket too broadly, and the > autocompleter is saving you from a drop-down that would otherwise > contain, say, all users in your system. It's also worth knowing that RT logs at the notice level when this happens, so your logs should have pointed you in the right direction. -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 Mar 5 10:59:37 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 10:59:37 -0500 Subject: [rt-users] Comment reply from email In-Reply-To: References: Message-ID: <20140305155937.GH3076@jibsheet.com> On Wed, Mar 05, 2014 at 03:42:06PM +0900, Hajime Takase wrote: > Can RT distinguish repling to ticket or comment from email? > Apparently it seems that all reply is recognized as "Correspondence" but I want to allow to > reply comment from email which is not sent to the requester. > I'm thinking to add script to check the title(like if [Comment] it is reply to comment) or see > "Reference" of email header. RT sends Correspondence from one address and Comments from another. When a user replies to the Comment address, proper configuration is that this secondary Comment address runs rt-mailgate with --action comment. My guess is that you're either sharing addresses for comments and correspondences (which is bad) or have misconfigured rt-mailgate. -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 Mar 5 11:01:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 11:01:07 -0500 Subject: [rt-users] Suppressing transactions for EscalatePriority In-Reply-To: <5B3B128E-8976-437A-9758-6870FACC4EDF@cam.ac.uk> References: <5B3B128E-8976-437A-9758-6870FACC4EDF@cam.ac.uk> Message-ID: <20140305160107.GJ3076@jibsheet.com> On Wed, Mar 05, 2014 at 10:14:55AM +0000, Gareth Dawson wrote: > We automatically increase priority on our tickets daily, and the history of these tickets gets crowded with transaction messages from rt-crontool. Also the LastUpdated date is set by rt-crontool, so not as useful as it should be for seeing when users actually updated the ticket. > > I found a similar posting of this issue back in 2011 > http://lists.bestpractical.com/pipermail/rt-users/2011-July/071792.html > > Kevin Falcone suggested LinearEscalate (as this can be silent) or patching EscalatePriority with the silent feature from LinearEscalate. LinearEscalate doesn't work for us, as we don't make much use of due dates. > > So attached is a patch for EscalatePriority (RT version 4.0.18) that lets you use --action-arg "RecordTransaction: 0, UpdateLastUpdated: 0" to make EscalatePriority not record a transaction or update LastUpdated. > > This was pretty much a copy and paste job from LinearEscalate, so thanks to the authors of that. I've bounced your mail over to the bugtracker so the patch gets looked at (and not lost in the archives). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From robdewhirst at gmail.com Wed Mar 5 11:08:53 2014 From: robdewhirst at gmail.com (Dewhirst, Rob) Date: Wed, 5 Mar 2014 10:08:53 -0600 Subject: [rt-users] RT::Authen::ExternalAuth LDAPS In-Reply-To: <20140304173240.GD1150@aart.rice.edu> References: <20140304173240.GD1150@aart.rice.edu> Message-ID: thanks, I should have clarified that LDAP over TLS on 389 is not an option for us. We can only do LDAPS over 636. On Tue, Mar 4, 2014 at 11:32 AM, ktm at rice.edu wrote: > TLS would still be over port 389 if it was being used. > > Regards, > Ken > > On Tue, Mar 04, 2014 at 11:29:48AM -0600, Dewhirst, Rob wrote: >> I am successfully authenticating via LDAP (cleartext) over TCP 389 >> using RT::Authen::ExternalAuth >> >> However, once I change: >> >> Set($ExternalServiceUsesSSLorTLS, 1); >> >> and in the ExternalSettings for My_LDAP: >> >> 'tls' => 1, >> 'ssl_version' => 3, >> >> It still authenticates (successfully) over TCP 389. >> >> I noticed someone else had a similar problem but was lacking >> Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP >> without Net:SSLeay) >> >> [root at rtir-test ~]# cpan -i Net::SSLeay >> CPAN: Storable loaded ok (v2.20) >> Reading '/root/.cpan/Metadata' >> Database was generated on Mon, 03 Mar 2014 20:17:02 GMT >> CPAN: Module::CoreList loaded ok (v2.18) >> Net::SSLeay is up to date (1.58). >> [root at rtir-test ~]# >> >> I have debug logging enabled in RT, but it doesn't seem to tell me >> anything useful since nothing is failing. >> >> RT-Authen-ExternalAuth-0.17 From vogt at spamcop.net Wed Mar 5 11:22:12 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Wed, 05 Mar 2014 17:22:12 +0100 Subject: [rt-users] RT::Authen::ExternalAuth LDAPS In-Reply-To: References: <20140304173240.GD1150@aart.rice.edu> Message-ID: <53174F34.6020509@spamcop.net> It's always much easier to help if you post the full settings instead of some parts. Did you use ldaps in the server definition or did you add ldaps or the different port number in net_ldap_args? -Gerald On 05.03.2014 17:08, Dewhirst, Rob wrote: > thanks, I should have clarified that LDAP over TLS on 389 is not an > option for us. We can only do LDAPS over 636. > > On Tue, Mar 4, 2014 at 11:32 AM, ktm at rice.edu wrote: >> TLS would still be over port 389 if it was being used. >> >> Regards, >> Ken >> >> On Tue, Mar 04, 2014 at 11:29:48AM -0600, Dewhirst, Rob wrote: >>> I am successfully authenticating via LDAP (cleartext) over TCP 389 >>> using RT::Authen::ExternalAuth >>> >>> However, once I change: >>> >>> Set($ExternalServiceUsesSSLorTLS, 1); >>> >>> and in the ExternalSettings for My_LDAP: >>> >>> 'tls' => 1, >>> 'ssl_version' => 3, >>> >>> It still authenticates (successfully) over TCP 389. >>> >>> I noticed someone else had a similar problem but was lacking >>> Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP >>> without Net:SSLeay) >>> >>> [root at rtir-test ~]# cpan -i Net::SSLeay >>> CPAN: Storable loaded ok (v2.20) >>> Reading '/root/.cpan/Metadata' >>> Database was generated on Mon, 03 Mar 2014 20:17:02 GMT >>> CPAN: Module::CoreList loaded ok (v2.18) >>> Net::SSLeay is up to date (1.58). >>> [root at rtir-test ~]# >>> >>> I have debug logging enabled in RT, but it doesn't seem to tell me >>> anything useful since nothing is failing. >>> >>> RT-Authen-ExternalAuth-0.17 From b.maciejewski at agriplus.pl Wed Mar 5 11:20:20 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Wed, 05 Mar 2014 17:20:20 +0100 Subject: [rt-users] Limit Notifications on one Queue but Tickets traveling to another, more verbose Queues. Message-ID: <53174EC4.9010904@agriplus.pl> Hi, I wonder if this is achievable: I've got RT instance with 50+ queues with mostly default notify schema (ticket created, queue changed, owner changed, ticket resolved, taken by, given to, etc.). This works great and users submiting tickets know what is going on q their requests. However this 50 queues are company inside queues, and only employees are using it. Now there is a need for one queue for outside customers. For example if one want to complain then sends ticket to Complain Queue and should recive confirmation that ticket is created. Then employee who reads ticket from this queue gives it to lets say Warehouse Queue. Normally on this stage Requestor is getting notify that queue has changed, but if queue chaned from Complain queue there should not be this notification. Also if someone is taking ticket or giving to another Owner no notify as well should be send (if ticket is from Complain Queue). Further more, if Warehouse decided that this is not theirs case, and gives this ticket to Production Queue, there shouldn't be notify on queue or user change. And for the final step, if ticket is resolved, customer should have notify with explanation. -- BM From falcone at bestpractical.com Wed Mar 5 11:25:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 11:25:13 -0500 Subject: [rt-users] RT::Authen::ExternalAuth LDAPS In-Reply-To: References: <20140304173240.GD1150@aart.rice.edu> Message-ID: <20140305162513.GK3076@jibsheet.com> On Wed, Mar 05, 2014 at 10:08:53AM -0600, Dewhirst, Rob wrote: > thanks, I should have clarified that LDAP over TLS on 389 is not an > option for us. We can only do LDAPS over 636. If you want to do LDAPS to the LDAPS port and not STARTTLS on the standard port, you probably want server => 'ldaps://my.server' Net::LDAP's default LDAPS port is 636 so you don't need to specify it. It's possibly you'll need to turn off tls if Net::LDAP::start_tls breaks you. It's also possible you might need some extra things in net_ldap_args, refer to the Net::LDAP documentation for that. -kevin > > On Tue, Mar 04, 2014 at 11:29:48AM -0600, Dewhirst, Rob wrote: > >> I am successfully authenticating via LDAP (cleartext) over TCP 389 > >> using RT::Authen::ExternalAuth > >> > >> However, once I change: > >> > >> Set($ExternalServiceUsesSSLorTLS, 1); > >> > >> and in the ExternalSettings for My_LDAP: > >> > >> 'tls' => 1, > >> 'ssl_version' => 3, > >> > >> It still authenticates (successfully) over TCP 389. -------------- 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 Mar 5 11:49:26 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 11:49:26 -0500 Subject: [rt-users] Limit Notifications on one Queue but Tickets traveling to another, more verbose Queues. In-Reply-To: <53174EC4.9010904@agriplus.pl> References: <53174EC4.9010904@agriplus.pl> Message-ID: <20140305164926.GL3076@jibsheet.com> On Wed, Mar 05, 2014 at 05:20:20PM +0100, Bartosz Maciejewski wrote: > Normally on this stage Requestor is getting notify that queue has > changed, but if queue chaned from Complain queue there should not be > this notification. Also if someone is taking ticket or giving to > another Owner no notify as well should be send (if ticket is from > Complain Queue). Further more, if Warehouse decided that this is not > theirs case, and gives this ticket to Production Queue, there > shouldn't be notify on queue or user change. And for the final step, > if ticket is resolved, customer should have notify with explanation. You don't give your RT version and the answers vary based on that. You've also got a number of non-standard Scrips (On Queue Change Notify Requestor, etc). You would need to tell us more about them and their globalness in order to comment. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From robdewhirst at gmail.com Wed Mar 5 11:52:19 2014 From: robdewhirst at gmail.com (Dewhirst, Rob) Date: Wed, 5 Mar 2014 10:52:19 -0600 Subject: [rt-users] RT::Authen::ExternalAuth LDAPS In-Reply-To: <53174F34.6020509@spamcop.net> References: <20140304173240.GD1150@aart.rice.edu> <53174F34.6020509@spamcop.net> Message-ID: It' always a judgement call what to post and what to leave out. I can't post the full settings, strictly speaking. 'server' => 'ldaps://server', seems to have fixed it. Thanks all. On Wed, Mar 5, 2014 at 10:22 AM, Gerald Vogt wrote: > It's always much easier to help if you post the full settings instead of > some parts. > > Did you use ldaps in the server definition or did you add ldaps or the > different port number in net_ldap_args? > > -Gerald > > On 05.03.2014 17:08, Dewhirst, Rob wrote: >> thanks, I should have clarified that LDAP over TLS on 389 is not an >> option for us. We can only do LDAPS over 636. >> >> On Tue, Mar 4, 2014 at 11:32 AM, ktm at rice.edu wrote: >>> TLS would still be over port 389 if it was being used. >>> >>> Regards, >>> Ken >>> >>> On Tue, Mar 04, 2014 at 11:29:48AM -0600, Dewhirst, Rob wrote: >>>> I am successfully authenticating via LDAP (cleartext) over TCP 389 >>>> using RT::Authen::ExternalAuth >>>> >>>> However, once I change: >>>> >>>> Set($ExternalServiceUsesSSLorTLS, 1); >>>> >>>> and in the ExternalSettings for My_LDAP: >>>> >>>> 'tls' => 1, >>>> 'ssl_version' => 3, >>>> >>>> It still authenticates (successfully) over TCP 389. >>>> >>>> I noticed someone else had a similar problem but was lacking >>>> Net::SSLeay. Not my case here (I don't see how you can use Net::LDAP >>>> without Net:SSLeay) >>>> >>>> [root at rtir-test ~]# cpan -i Net::SSLeay >>>> CPAN: Storable loaded ok (v2.20) >>>> Reading '/root/.cpan/Metadata' >>>> Database was generated on Mon, 03 Mar 2014 20:17:02 GMT >>>> CPAN: Module::CoreList loaded ok (v2.18) >>>> Net::SSLeay is up to date (1.58). >>>> [root at rtir-test ~]# >>>> >>>> I have debug logging enabled in RT, but it doesn't seem to tell me >>>> anything useful since nothing is failing. >>>> >>>> RT-Authen-ExternalAuth-0.17 > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training From Keith.Schincke at bcm.edu Wed Mar 5 12:27:10 2014 From: Keith.Schincke at bcm.edu (Schincke, Keith) Date: Wed, 5 Mar 2014 11:27:10 -0600 Subject: [rt-users] Assets 1.0 Question - Ticket to asset linking Message-ID: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9C57@EXCMSMBX05.ad.bcm.edu> I am running RT 4.2.2 and Assets 1.0. >From an asset, I can create a linked ticket. Is there a way to link and existing ticket with an asset? It does not appear that new tickets created via email or a web form can be linked to an asset. Keith Schincke -------------- next part -------------- An HTML attachment was scrubbed... URL: From Keith.Schincke at bcm.edu Wed Mar 5 12:27:48 2014 From: Keith.Schincke at bcm.edu (Schincke, Keith) Date: Wed, 5 Mar 2014 11:27:48 -0600 Subject: [rt-users] Assets 1.0 - reports Message-ID: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9C60@EXCMSMBX05.ad.bcm.edu> I am looking at the Assets 1.0 module and there does not seem to be a way to save an asset search or export the data to an XLS or CSV format. Could the asset search be derived from the ticket search and inherit the features and functionality already provided? Keith Schincke -------------- next part -------------- An HTML attachment was scrubbed... URL: From b.maciejewski at agriplus.pl Wed Mar 5 12:41:25 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Wed, 05 Mar 2014 18:41:25 +0100 Subject: [rt-users] Limit Notifications on one Queue but Tickets traveling to another, more verbose Queues. In-Reply-To: <20140305164926.GL3076@jibsheet.com> References: <53174EC4.9010904@agriplus.pl> <20140305164926.GL3076@jibsheet.com> Message-ID: <531761C5.9080208@agriplus.pl> W dniu 2014-03-05 17:49, Kevin Falcone pisze: > On Wed, Mar 05, 2014 at 05:20:20PM +0100, Bartosz Maciejewski wrote: >> Normally on this stage Requestor is getting notify that queue has >> changed, but if queue chaned from Complain queue there should not be >> this notification. Also if someone is taking ticket or giving to >> another Owner no notify as well should be send (if ticket is from >> Complain Queue). Further more, if Warehouse decided that this is not >> theirs case, and gives this ticket to Production Queue, there >> shouldn't be notify on queue or user change. And for the final step, >> if ticket is resolved, customer should have notify with explanation. > You don't give your RT version and the answers vary based on that. > > You've also got a number of non-standard Scrips (On Queue Change > Notify Requestor, etc). You would need to tell us more about them and > their globalness in order to comment. > > -kevin Ah yes, RT is 4.0.10 Scrips are Global and are as follows: 1. On Comment Notify AdminCcs as Comment 2. On Commen Notify Other Recipients as Comment 3. On Correspond Notify AdminCCs 4. On Correspond Notify Other Recipients 5. On Correspond Notify Requestors and CCs 6. On Correspond Open Tickets 7. On Create Autoreply to Requestors 8. On Create Notify AdminCCs 9. On Owner Change Notify Owner 10. On Resolve Notify Requestors 11. On transaction, add any tags in the transaction's subject to the ticket's subjects I think theese are in base installation of RT. Also have two custom global scrips: 12. "On first correspond set owner to corresponder" (prevent resolved tickets by nobody) 13. "On Owner change notify Owner, Requestors, CCs and AdminCCs" (now I see its duplicate with addidtional actors to #9, I will combine this into one :) -- BM From alexmv at bestpractical.com Wed Mar 5 13:25:47 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 05 Mar 2014 13:25:47 -0500 Subject: [rt-users] Assets 1.0 Question - Ticket to asset linking In-Reply-To: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9C57@EXCMSMBX05.ad.bcm.edu> References: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9C57@EXCMSMBX05.ad.bcm.edu> Message-ID: <1394043947.24420.7.camel@umgah.localdomain> On Wed, 2014-03-05 at 11:27 -0600, Schincke, Keith wrote: > Is there a way to link and existing ticket with an asset? It does not > appear that new tickets created via email or a web form can be linked > to an asset. You can add links via the Links page of tickets, using asset:42 to link to Asset #42. You may also be interested in setting @AssetQueues, which will add a quick "Link to asset:" box on tickets in those queues; see http://bestpractical.com/docs/assets/latest/Assets_Config.html#AssetQueues - Alex From alexmv at bestpractical.com Wed Mar 5 13:29:58 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 05 Mar 2014 13:29:58 -0500 Subject: [rt-users] Assets 1.0 - reports In-Reply-To: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9C60@EXCMSMBX05.ad.bcm.edu> References: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9C60@EXCMSMBX05.ad.bcm.edu> Message-ID: <1394044198.24420.12.camel@umgah.localdomain> On Wed, 2014-03-05 at 11:27 -0600, Schincke, Keith wrote: > I am looking at the Assets 1.0 module and there does not seem to be a > way to save an asset search or export the data to an XLS or CSV > format. Development of a CSV export has already been sponsored by Reed, can be found on a branch at https://github.com/bestpractical/rt-extension-assets/tree/1.1/csv and will be included in Assets 1.1. > Could the asset search be derived from the ticket search and inherit > the features and functionality already provided? Generalizing TicketSQL to work on Assets was out of scope for the original project, as is it unfortunately not as straightforward as you imply. If you're interested in sponsoring development, it's a feature that we'd be interested in adding. - Alex From Keith.Schincke at bcm.edu Wed Mar 5 13:59:06 2014 From: Keith.Schincke at bcm.edu (Schincke, Keith) Date: Wed, 5 Mar 2014 12:59:06 -0600 Subject: [rt-users] Problem with Input must match [Digits] Message-ID: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9DA3@EXCMSMBX05.ad.bcm.edu> I created a custom field of the type Enter one value and used the input validation of Digits. Interestingly, "0" is not a valid input. "1" and "00" are valid input. "-0" and "-1" obviously do not match the "^[\d.]+$" regular expression. I have tested this on RT 4.2.2 and IE10 and FF27. My Regexp packages are 2013031301. Re is 0.09 Keith Schincke -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Mar 5 15:32:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 15:32:54 -0500 Subject: [rt-users] Problem with Input must match [Digits] In-Reply-To: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9DA3@EXCMSMBX05.ad.bcm.edu> References: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9DA3@EXCMSMBX05.ad.bcm.edu> Message-ID: <20140305203254.GA2911@jibsheet.com> On Wed, Mar 05, 2014 at 12:59:06PM -0600, Schincke, Keith wrote: > I created a custom field of the type Enter one value and used the input validation of Digits. > > Interestingly, "0" is not a valid input. "1" and "00" are valid input. > > "-0" and "-1" obviously do not match the "^[\d.]+$" regular expression. > > I have tested this on RT 4.2.2 and IE10 and FF27. I suspect this is related to the other issues with 0 as a CF value and Date Custom Fields which was resolved in 4.2.3 (and indeed testing on 4.2.3 doesn't show this bug). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Keith.Schincke at bcm.edu Wed Mar 5 15:33:40 2014 From: Keith.Schincke at bcm.edu (Schincke, Keith) Date: Wed, 5 Mar 2014 14:33:40 -0600 Subject: [rt-users] Problem with Input must match [Digits] In-Reply-To: <20140305203254.GA2911@jibsheet.com> References: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9DA3@EXCMSMBX05.ad.bcm.edu> <20140305203254.GA2911@jibsheet.com> Message-ID: <7BC40711DE994F4D8ABFDF0525BAE276D30C6B9F2E@EXCMSMBX05.ad.bcm.edu> Thank you. I will have my admin put the update through before the system goes full production. Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, March 05, 2014 2:33 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problem with Input must match [Digits] On Wed, Mar 05, 2014 at 12:59:06PM -0600, Schincke, Keith wrote: > I created a custom field of the type Enter one value and used the input validation of Digits. > > Interestingly, "0" is not a valid input. "1" and "00" are valid input. > > "-0" and "-1" obviously do not match the "^[\d.]+$" regular expression. > > I have tested this on RT 4.2.2 and IE10 and FF27. I suspect this is related to the other issues with 0 as a CF value and Date Custom Fields which was resolved in 4.2.3 (and indeed testing on 4.2.3 doesn't show this bug). -kevin From kelbley at cs.unm.edu Wed Mar 5 15:47:42 2014 From: kelbley at cs.unm.edu (George Kelbley) Date: Wed, 05 Mar 2014 13:47:42 -0700 Subject: [rt-users] upgrade from 3.6 to 4 mysql upgrade error Message-ID: <53178D6E.10503@cs.unm.edu> I'm migrating an old 3.6 install of rt to a new server running version 4 (installed on debian wheezy from packages), using mysql on both old and new servers. I've followed the steps in the documentation for a trial run: dumped the rt database on my old server with the --default-character-set=binary option, and created a new database on the new server with the latin1 character set, imported the database and run the upgrade-mysql-schema script. When importing the produced queries.sql into my database, I get ERROR 1062 (23000) at line 220: Duplicate entry '' for key 'Users1' This problem appears in some other postings on the list, but I'm not sure how to proceed. If its caused by a bad ticket, (this database was started in 1997!), maybe I can shred the ticket(s) in question, but version 3.6 does not support shredding if I'm reading things correctly. The ALTER TABLES Users section of the queries.sql has these lines: ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; Any thoughts greatly appreciated From falcone at bestpractical.com Wed Mar 5 15:50:51 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Mar 2014 15:50:51 -0500 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <777C32BDBE4DEF41BE999E697FBDBD940491C1@FR711WXCHMBA04.zeu.alcatel-lucent.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140304200313.GD3076@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD940491C1@FR711WXCHMBA04.zeu.alcatel-lucent.com> Message-ID: <20140305205051.GB2911@jibsheet.com> On Wed, Mar 05, 2014 at 09:43:13AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > My old RT use also /rt/ > It happens in every search I try. > This is my DefaultSearchFormat result: > > ' > \'__id__/TITLE:#\', > \'__Subject__/TITLE:Subject\', This looks correct. You didn't answer if this is only you or if it's any and all users, but one last thing you can check is your personal search preferences. Go look in the database and find the id of the row in the Attributes table with a Name of Pref-SearchDisplay and Creator of your user id. Take that id and run rt-attributes-viewer id and show 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 charlycr74 at yahoo.com.ar Wed Mar 5 16:03:41 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Wed, 5 Mar 2014 13:03:41 -0800 (PST) Subject: [rt-users] Use Articles on Jumbo screen Message-ID: <1394053421.97121.YahooMailNeo@web162606.mail.bf1.yahoo.com> Hello, My users would like to be able to use the Articles on the Jumbo screen, they usually go to Jumbo to change some parameters and they would like to have the Articles listed there in order to put comments on the tickets. Is that possible? if so, how? Thank you. Charly From alberto.garcia_perez at alcatel-lucent.com Thu Mar 6 05:10:42 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Thu, 6 Mar 2014 10:10:42 +0000 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <20140305205051.GB2911@jibsheet.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140304200313.GD3076@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD940491C1@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140305205051.GB2911@jibsheet.com> Message-ID: <777C32BDBE4DEF41BE999E697FBDBD9404944A@FR711WXCHMBA04.zeu.alcatel-lucent.com> I can't search tickets just with my admin user. I have executed ./rt-attributes-viewer 4 (id=4) and this is the output: Content of attribute #4: $VAR1 = { 'ContentType' => 'storable', 'Content' => { 'Order' => 'ASC|ASC|ASC|ASC', 'OrderBy' => 'id', 'Format' => '\' __id__/TITLE:#\', \'__Subject__/TITLE:Subject\', \'__Status__\', \'__QueueName__\', \'__OwnerName__\', \'__Priority__\', \'__NEWLINE__\', \'\', \'__Requestors__\', \'__CreatedRelative__\', \'__ToldRelative__\', \'__LastUpdatedRelative__\', \'__TimeLeft__\'', 'RowsPerPage' => '100' }, 'Description' => undef, 'Name' => 'Pref-SearchDisplay', 'ObjectId' => '22', 'ObjectType' => 'RT::User' }; Thanks and Regards Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com UCM TEAM -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Kevin Falcone Enviado el: mi?rcoles, 05 de marzo de 2014 21:51 Para: rt-users at lists.bestpractical.com Asunto: Re: [rt-users] Bad URL formation after search a ticket On Wed, Mar 05, 2014 at 09:43:13AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > My old RT use also /rt/ > It happens in every search I try. > This is my DefaultSearchFormat result: > > ' > \'__id__/TITLE:#\', > \' HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/T > ITLE:Subject\', This looks correct. You didn't answer if this is only you or if it's any and all users, but one last thing you can check is your personal search preferences. Go look in the database and find the id of the row in the Attributes table with a Name of Pref-SearchDisplay and Creator of your user id. Take that id and run rt-attributes-viewer id and show it. -kevin From akos.torok at docca.hu Thu Mar 6 11:21:45 2014 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Thu, 6 Mar 2014 17:21:45 +0100 Subject: [rt-users] New UX for RT: REST 2.0, json, and what? Message-ID: Hi All, This is some kind of request for comment. Please, feel free to give us advice, support, ideas. If you have similar effort, if you know any solution that makes this problems causeless, let us know please! Thanks, ?kos You can find this (and comment and contribure) here: http://requesttracker.wikia.com/wiki/RT_new_UX Goal in terms of real life: ================== Keep RT alive as a competitive system in 2014. We like RT, we have a lot of competency related to RT, but our clients require such UX as FBook, gmail, etc. They want http://en.wikipedia.org/wiki/Single-page_application Goal in terms of development: ====================== We are going to develope a brand new user interface - in v1.0 just for the most popular pages. Our goals are: - server side: let us use RT as a stable, secure, safe, functuon rich server side system, - user side: "click as few as it possible", few page reload, simple, towards to single page app. User functions ========== We are going to create a limited functionality in v1.0: - login - Dashboards (including: home page) - One page Display.html: that means Display.html is combined with Update.htm and all the standard and custom fields user actions. User can do all the actions on the same web page without navigation away: user can see the history, add comment, edit fields. No transaction CFs supported in the v1.0. - Results (new ajax grid, table). I mean: user can filter, sort the rows, and maybe edit the results list's fields. Without clicking away from the page. - Create new ticket Architecture overview: ================ Our architecture vision is so simple: RT <-> REST v2.0 <-> JSON <-> client's browser REST v2.0 ======== We are going to extend the REST API. We create new functions and replace the old ones, since we are going to use JSON. In client's browser ============= We have no idea which framework or solution is the best, we never used any of them. Every help is appreciated. Thanks for any comment! -------------- next part -------------- An HTML attachment was scrubbed... URL: From timothy.d.wilson at gmail.com Thu Mar 6 11:34:50 2014 From: timothy.d.wilson at gmail.com (Tim Wilson) Date: Thu, 6 Mar 2014 10:34:50 -0600 Subject: [rt-users] Are stepwise RT upgrades necessary Message-ID: We're running RT 4.0 on our production server. Is it necessary to upgrade to each point release to get to 4.0.3, or can we go from 4.0 --> 4.0.3 in one step? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Thu Mar 6 11:37:12 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Thu, 6 Mar 2014 10:37:12 -0600 Subject: [rt-users] Are stepwise RT upgrades necessary In-Reply-To: References: Message-ID: You are able to jump. During an upgrade, the script will ask what version you are currently at, and what version you want to go to. -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Thu, Mar 6, 2014 at 10:34 AM, Tim Wilson wrote: > We're running RT 4.0 on our production server. Is it necessary to upgrade > to each point release to get to 4.0.3, or can we go from 4.0 --> 4.0.3 in > one step? > > -Tim > > -- > Tim Wilson > Twin Cities, Minnesota, USA > online: timwilson.info ph: 763.515.4960 > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Mar 6 11:39:25 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Mar 2014 11:39:25 -0500 Subject: [rt-users] upgrade from 3.6 to 4 mysql upgrade error In-Reply-To: <53178D6E.10503@cs.unm.edu> References: <53178D6E.10503@cs.unm.edu> Message-ID: <20140306163925.GC2911@jibsheet.com> On Wed, Mar 05, 2014 at 01:47:42PM -0700, George Kelbley wrote: > > ERROR 1062 (23000) at line 220: Duplicate entry '' for key 'Users1' > > This problem appears in some other postings on the list, but I'm not > sure how to proceed. If its caused by > a bad ticket, (this database was started in 1997!), maybe I can > shred the ticket(s) in question, but version 3.6 > does not support shredding if I'm reading things correctly. I believe I've answered this before, but as I can't trivially find the message, I'll recreate it here. What has happened is that your Users table contains some users whose Users.Name contain invalid characters and so when they're transformed into UTF8 there is no valid mapping and they collapse to ''. Once there are two of those, you validate the unique index on Name. So, to proceed. SHOW CREATE TABLE Users; # confirm that Users1 is the Unique index drop index Users1 on Users; copy/paste the last ALTER TABLE statement from queries.sql and rerun it (or create a new file containing only the last statement and run it). select * from Users where Name = ''; marvel at the encoding failures update Users set Name = CONCAT('SPAMUSER-',id) where Name = ''; tweak SPAMUSER as you desire CREATE UNIQUE INDEX Users1 ON Users (Name) ; Generally, once I know that I have a data set with a failure like this, I rework my upgrade to do drop index; mysql -uroot -p < queries.sql update; create index; I'll look into adding some part of this to UPGRADING.mysql -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From timothy.d.wilson at gmail.com Thu Mar 6 11:42:39 2014 From: timothy.d.wilson at gmail.com (Tim Wilson) Date: Thu, 6 Mar 2014 10:42:39 -0600 Subject: [rt-users] Disallowing ticket creation in a certain queue from SelfService Message-ID: We have two queues in RT. All email-generated tickets go into General, and we maintain a separate Repair queue for our repair department. Tickets are created in that queue only by tech staff. How can we prevent the Repair queue from appearing in the list of available queues in the SelfService interface for unprivileged users? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Keith.Schincke at bcm.edu Thu Mar 6 11:50:57 2014 From: Keith.Schincke at bcm.edu (Schincke, Keith) Date: Thu, 6 Mar 2014 10:50:57 -0600 Subject: [rt-users] RT Shredder and Assets Message-ID: <7BC40711DE994F4D8ABFDF0525BAE276D30C6BA506@EXCMSMBX05.ad.bcm.edu> I am doing some testing with Assets 1.0. It is possible to shred assets or will I need to delete data from the RTxAssets and RTxCatalogs tables? Keith Schincke Data Systems Lead Keith.schincke at bcm.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Mar 6 13:16:18 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Mar 2014 13:16:18 -0500 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <777C32BDBE4DEF41BE999E697FBDBD9404944A@FR711WXCHMBA04.zeu.alcatel-lucent.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140304200313.GD3076@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD940491C1@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140305205051.GB2911@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD9404944A@FR711WXCHMBA04.zeu.alcatel-lucent.com> Message-ID: <20140306181618.GD2911@jibsheet.com> On Thu, Mar 06, 2014 at 10:10:42AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > I can't search tickets just with my admin user. Great, that makes it clearer what the problem is. > I have executed ./rt-attributes-viewer 4 (id=4) and this is the output: > > 'Format' => '\' __id__/TITLE:#\', > \'__Subject__/TITLE:Subject\', There's your problem. Delete from Attributes where id = 4; and searches should start working. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From eje at panix.com Thu Mar 6 13:25:53 2014 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Thu, 6 Mar 2014 13:25:53 -0500 Subject: [rt-users] connecting correspondence to existing tickets In-Reply-To: <20140305155703.GF3076@jibsheet.com> References: <20140304221003.GA2853@panix.com> <20140305155703.GF3076@jibsheet.com> Message-ID: <20140306182552.GA2305@panix.com> On Wed, Mar 05, 2014 at 10:57:03AM -0500, Kevin Falcone wrote: > You've described the workflow of RT-Extension-Nagios which you can > probably steal code from. Alternately, if you don't want to create > the ticket and then merge it, you could use an override of > ExtractTicketId to 'fake' the existence of RT's subject tag so that RT > will just append to the existing ticket. > Documentation for those methods will be in a later release, currently > here: > https://github.com/bestpractical/rt/commit/7addb5fbabc298fc4bf8565998d3c64b746826e1 > and it references another extension you can examine to see how it > works. Thank you, Kevin! Super helpful, as always. -- Eleanor J. Piglet Evans, eje at panix.com Customer Support, (212) 741-4400 From kelbley at cs.unm.edu Thu Mar 6 14:01:06 2014 From: kelbley at cs.unm.edu (George Kelbley) Date: Thu, 06 Mar 2014 12:01:06 -0700 Subject: [rt-users] upgrade from 3.6 to 4 mysql upgrade error In-Reply-To: <20140306163925.GC2911@jibsheet.com> References: <53178D6E.10503@cs.unm.edu> <20140306163925.GC2911@jibsheet.com> Message-ID: <5318C5F2.5080703@cs.unm.edu> Thanks, this seems to have worked. We use rt daily to handle user problems/requests, but we've let it get a little long in the tooth. At this point I'm trying to figure out how long its going to take for us to upgrade. thanks again! On 3/6/14 9:39 AM, Kevin Falcone wrote: > CREATE UNIQUE INDEX Users1 ON Users (Name) ; From bbaker at copesan.com Thu Mar 6 16:52:46 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 6 Mar 2014 21:52:46 +0000 Subject: [rt-users] Scrip Message-ID: Hello All The question I have is timing on running a scrip. I would like to have a scrip fire after a ticket has been updated through the web interface. Example steps 1. Ticket is open by incoming email 2. RT responds to originator. 3. Origination logs in and updates ticket. 4. At this point I want to assign the ticket to an owner. 5. Scrip will not fire anymore after assignment. Thanks all for the help. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at ucsc.edu Thu Mar 6 16:53:21 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Thu, 6 Mar 2014 13:53:21 -0800 Subject: [rt-users] rt-serializer and rt-importer In-Reply-To: References: <20140221162454.GP2970@jibsheet.com> <20140221175838.GU2970@jibsheet.com> Message-ID: I wanted to follow up with this and let you know that I was able to get rt-serializer to finally complete by moving the installation to a machine with considerably more RAM (12GB instead of 2GB). The serializer process maxed out at about 6.3GB of RAM while serializing an 8GB database. This is using RT 4.2.2 on FreeBSD 9.2 with Perl 5.16.3. The serializer reported the following statistics when it finished: Total object counts: 1002902 RT::Transaction 665796 RT::Attachment 257818 RT::Group 182643 RT::GroupMember 62315 RT::Ticket 9027 RT::Attribute 8382 RT::User 4324 RT::Link 988 RT::ObjectCustomFieldValue 312 RT::CustomFieldValue 38 RT::Queue 30 RT::ObjectCustomField 30 RT::CustomField I'm going to try running the importer next, but I suspect that uses a lot less RAM. -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From alberto.garcia_perez at alcatel-lucent.com Fri Mar 7 07:40:44 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Fri, 7 Mar 2014 12:40:44 +0000 Subject: [rt-users] Bad URL formation after search a ticket In-Reply-To: <20140306181618.GD2911@jibsheet.com> References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140304200313.GD3076@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD940491C1@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140305205051.GB2911@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD9404944A@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140306181618.GD2911@jibsheet.com> Message-ID: <777C32BDBE4DEF41BE999E697FBDBD94049687@FR711WXCHMBA04.zeu.alcatel-lucent.com> Right Kevin, Great Support!! Thanks and regards Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com UCM TEAM -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Kevin Falcone Enviado el: jueves, 06 de marzo de 2014 19:16 Para: rt-users at lists.bestpractical.com Asunto: Re: [rt-users] Bad URL formation after search a ticket On Thu, Mar 06, 2014 at 10:10:42AM +0000, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: > I can't search tickets just with my admin user. Great, that makes it clearer what the problem is. > I have executed ./rt-attributes-viewer 4 (id=4) and this is the output: > > 'Format' => '\' __id__/TITLE:#\', > \'__Subject__/TITLE:Subject\', There's your problem. Delete from Attributes where id = 4; and searches should start working. -kevin From b.maciejewski at agriplus.pl Fri Mar 7 08:25:34 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Fri, 07 Mar 2014 14:25:34 +0100 Subject: [rt-users] Search by Group Name Message-ID: <5319C8CE.7030304@agriplus.pl> Is is possible in Query Builder to search by Group Name? For example - I have Queues A and B, and Groups C and D. Users from group C are responsible for tickets in Queue A but can subbmit tickets to Queue B, and viceversa - users from group D are responsible for tickets in Queue B but can subbmit tickets to Queue A. Now I want to search how many tickets from users in group C was submitted to Queues that they are not responsible for, like: Queue="B" and Status="new" and Requestor is in group="C". -- BM From scott.dalzell at aveva.com Fri Mar 7 10:42:54 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Fri, 7 Mar 2014 07:42:54 -0800 (PST) Subject: [rt-users] Scrip In-Reply-To: References: Message-ID: <1394206974414-56900.post@n7.nabble.com> so you just want the scrip to run the first time a user replies to a ticket i think it would be much easyer to have the scrip run each time a user comments/replys to a ticket and have something allone the lines of this *sudo code* if(requestor == no one){ find last person to update ticket delete requestor add new requestor (last person to update ticket } this way tickets would always have a requestor once commented on i use this snippet to switch a tickets requestor from our website to a user $ticket->DeleteWatcher( Type=>"Requestor", Email => $EmailBad); $ticket->AddWatcher(Type => "Requestor", Email => $fragment); $fragment is created by searching the contents of the ticket to find the users email address -- View this message in context: http://requesttracker.8502.n7.nabble.com/Scrip-tp56896p56900.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Kendric.Beachey at garmin.com Fri Mar 7 11:23:19 2014 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 7 Mar 2014 16:23:19 +0000 Subject: [rt-users] Are stepwise RT upgrades necessary In-Reply-To: References: Message-ID: <074C3AE4E206DC478AB4FA128B979141169829C5@OLAWPA-EXMB05.ad.garmin.com> That being said, I can attest that the bigger the jump, the more tricky the landing. :-) -- Kendric Beachey From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Max McGrath Sent: Thursday, March 06, 2014 10:37 AM To: Tim Wilson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Are stepwise RT upgrades necessary You are able to jump. During an upgrade, the script will ask what version you are currently at, and what version you want to go to. -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Thu, Mar 6, 2014 at 10:34 AM, Tim Wilson > wrote: We're running RT 4.0 on our production server. Is it necessary to upgrade to each point release to get to 4.0.3, or can we go from 4.0 --> 4.0.3 in one step? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training ________________________________ CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Mar 7 11:44:47 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Mar 2014 11:44:47 -0500 Subject: [rt-users] Search by Group Name In-Reply-To: <5319C8CE.7030304@agriplus.pl> References: <5319C8CE.7030304@agriplus.pl> Message-ID: <20140307164447.GE2911@jibsheet.com> On Fri, Mar 07, 2014 at 02:25:34PM +0100, Bartosz Maciejewski wrote: > Now I want to search how many tickets from users in group C was > submitted to Queues that they are not responsible for, like: > Queue="B" and Status="new" and Requestor is in group="C". RequestorGroup.Name = 'foo' should work -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jblaine at kickflop.net Fri Mar 7 15:39:36 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 07 Mar 2014 15:39:36 -0500 Subject: [rt-users] Update.html -> Display.html and notifying user, callbacks, etc. Message-ID: <531A2E88.1070804@kickflop.net> Hi, We're testing a migration from RT 3.8.x (with callbacks, etc) to RT 4.2.3 This thread is probably going to end up relevant to RT-Extension-MandatoryOnTransition which does not appear to have yet solved this issue. I'm a little stuck here and don't see how what I want to do will be possible with the current RT code. I am looking for another set of eyes on the issue if anyone is so generous. The gist is that I am trying to get a message to the user after they have submitted *Ticket/Update.html*. Specifically, they need to be informed that their 'resolve' was rejected due to a Custom Field not having an acceptable value yet. I have no trouble doing this in *Ticket/Modify.html*. That works both with my custom callback code and also completely reimplemented via the RT-Extension-MandatoryOnTransition code (I tested that as well). However, *Ticket/Update.html* redirects to Ticket/Display.html upon submission and is therefore different. Does anyone have any ideas? I've put in a couple of hours now and am still not really sure I understand Update.html and Display.html's interactions with each other (and when). For the time-being I am back to the WWW-circa-1995 behavior, in my callback for Ticket/Update.html, of using Abort("ERROR... hit back in your browser to correct the issue...") Jeff Blaine From g.passet at siel.nl Fri Mar 7 15:50:35 2014 From: g.passet at siel.nl (Guido Passet) Date: Fri, 07 Mar 2014 21:50:35 +0100 Subject: [rt-users] Tackling the undisclosed-recipients To: header for AdminCcs In-Reply-To: <20140304193506.GA3076@jibsheet.com> References: <531347D6.2010308@siel.nl> <20140304193506.GA3076@jibsheet.com> Message-ID: <531A311B.7060707@siel.nl> Dear Kevin, Thank you for taking the time to respond. Unfortunately for me I have not been able to entirely resolve the issue just yet but the problem appears to be outside of RT. On 03/04/2014 08:35 PM, Kevin Falcone wrote: > On Sun, Mar 02, 2014 at 04:01:42PM +0100, Guido Passet wrote: >> For almost a week now I have been trying to correctly configure the >> "To:" header for emails being send to AdminCcs. >> >> email but the email has a strange "To:" header. Depending on my >> configuration I either get: >> >> "Owner,AdminCc of MyName Ticket #51":; >> or: >> "undisclosed-reciepents:;" > > The former is using the default FriendlyToLineFormat and > UseFriendlyToLine . > > The latter is what happens when the To: line is left blank, as in the > case of notifying AdminCcs. This then leaves it to your MTA to choose > what header to provide (many, such as older versions of postfix > explicitly provide what you see). > To: undisclosed-recipients:; > http://www.postfix.org/postconf.5.html#undisclosed_recipients_header I have tested all variations of the aforementioned configuration options on recent postfix setups. Either with the default undisclosed_recipients_header setting or defining it explicitly as empty. The best setup I could get to was an empty "To:" option in the mail-client of preference. Which, this week seems to be Thunderbird. >> instead of the queue-emailaddress. This makes replying to tickets >> from email rather annoying as the AdminCc receiving the email needs >> to correct the address he is replying to. > > RT sets a Reply-To: automatically. Their mail client should be using > that. What mail client are you using which is ignoring that? The Reply-To: field is picked up perfectly. The issue appears with To: or the missing To:.. This instance of Thunderbird 24.x seems to have some trouble dealing with this.. Interestingly a cross-check with a webmail or mutt client reveals that things work perfectly fine. The culprit seems to be with Thunderbird.. >> I have tried tinkering with UseFriendlyToLine and >> FriendlyToLineFormat but to no avail. Trying to use the >> FriendlyToLineFormat seems illogical as its arguments seem to be >> WatcherType and TicketId.. > > I'm not sure why those are illogical. It lets you write a custom To > line which says "This mail was sent to the Owners and AdminCcs of > ticket 51" which some users appreciate (As long as sendmail isn't > involved). I never thought of it or used it like this before. Makes sense now. Tnx. > I've been hitting reply to admincc emails from RT for more than a > decade which have undisclosed-recipients:; in the To: header without > an issue. Same here (though almost a decade now).. its why I could not believe my RT test setup would behave so strangely in a default install. Thanks again for the pointers. It seems i am able to progress now. Best regards, Guido. From gustavo.gasparrini at nixe.com Fri Mar 7 17:12:03 2014 From: gustavo.gasparrini at nixe.com (Gustavo Gasparrini) Date: Fri, 7 Mar 2014 19:12:03 -0300 (ART) Subject: [rt-users] Asset link search In-Reply-To: <57322592.3477642.1394229683864.JavaMail.zimbra@nixe.com> Message-ID: <1768837467.3477869.1394230323708.JavaMail.zimbra@nixe.com> Hi, I was reading other posts about how to link asset to tickets that already exists. I understand that you have to go to the link tab (or use @AssetQueue), and write for example asset:3, to make a link to asset 3. I have two question about that: 1. How can I know the asset id?, because in the search form doesn't appear the id asset. (I know that you can see in the url address, but I can't explain that to users) 2. Is it possible to search by description (in link tab) like to link tickets? I'm using RT 4.2.3 Asset 1.0 rc2 Thank you very much. Gustavo -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jonah.Hirsch at nau.edu Fri Mar 7 17:12:57 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Fri, 7 Mar 2014 22:12:57 +0000 Subject: [rt-users] Custom fields with names in SearchFormat Message-ID: How would one use a custom field with a space in a SearchFormat? The wiki says > Use __CustomField.{NAME}__ as field name to display custom field values in search results. But what should I do if NAME contains a space character? Jonah Hirsch Application Systems Analyst Campus Services and Activities ? IT Support (928) 523-6579 jonah.hirsch at nau.edu [Description: Description: NAU_PrimH_web[1]] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AAF9679B-5DB1-4F8C-95E6-47704BEE70BB[1].png Type: image/png Size: 14295 bytes Desc: AAF9679B-5DB1-4F8C-95E6-47704BEE70BB[1].png URL: From falcone at bestpractical.com Fri Mar 7 17:31:32 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Mar 2014 17:31:32 -0500 Subject: [rt-users] Custom fields with names in SearchFormat In-Reply-To: References: Message-ID: <20140307223132.GF2911@jibsheet.com> On Fri, Mar 07, 2014 at 10:12:57PM +0000, Jonah Hirsch wrote: > How would one use a custom field with a space in a SearchFormat? The wiki says > > Use __CustomField.{NAME}__ as field name to display custom field values in search results. > But what should I do if NAME contains a space character? What happened when you tried it? Alternately, go to Search -> Tickets -> New Search Go to the bottom of the screen and add the Custom Field to your format (assuming a global CF, if a Queue CF, select a Queue, then add the CF to your format). Click on Advanced and read the format box to see how RT has quoted 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 Fri Mar 7 17:36:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Mar 2014 17:36:41 -0500 Subject: [rt-users] Update.html -> Display.html and notifying user, callbacks, etc. In-Reply-To: <531A2E88.1070804@kickflop.net> References: <531A2E88.1070804@kickflop.net> Message-ID: <20140307223641.GG2911@jibsheet.com> On Fri, Mar 07, 2014 at 03:39:36PM -0500, Jeff Blaine wrote: > This thread is probably going to end up relevant to > RT-Extension-MandatoryOnTransition which does not appear to have yet > solved this issue. I'm surprised at this statement since MandatoryOnTransition works on Create.html and Update.html but not on Modify.html, but you claim the problem is in Update.html. > The gist is that I am trying to get a message to the user after they > have submitted *Ticket/Update.html*. Specifically, they need to be > informed that their 'resolve' was rejected due to a Custom Field not > having an acceptable value yet. > > I have no trouble doing this in *Ticket/Modify.html*. That works both > with my custom callback code and also completely reimplemented via the > RT-Extension-MandatoryOnTransition code (I tested that as well). > > However, *Ticket/Update.html* redirects to Ticket/Display.html upon > submission and is therefore different. Ticket/Update.html does not redirect to Display.html on submission. It runs and then calls Display.html like any other mason component call using $m->comp (equivalent to <& &>. Display.html then redirects to itself if needed. MandatoryOnTransaction uses Update.html/BeforeUpdate to break out of calling Display.html if there was an error. You would use the same callback. If BeforeUpdate sets skip_update and pushes things into the @$results_ref array ref then control will not be dispatched to Display.html and instead Update.html will redisplay with a message at the top for the user. Simple code that demonstrates this not working, or a MandatoryOnTransaction config where this does not work are needed to continue this conversation. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From akos.torok at docca.hu Mon Mar 10 08:56:55 2014 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Mon, 10 Mar 2014 13:56:55 +0100 Subject: [rt-users] New UX for RT: REST 2.0, json, and AngularJS vs Backbone.js Message-ID: Hi RT users and developers, Finally we had a short list of MVCs: Backbone and Angular. We think both of them OK for this job, and actualy we tend to chose http://angularjs.org/ We would welcome any comments, opinions, suggestions or anything. ?kos On Thu, Mar 6, 2014 at 5:21 PM, wrote: > Hi All, > > This is some kind of request for comment. Please, feel free to give us > advice, support, ideas. If you have similar effort, if you know any > solution that makes this problems causeless, let us know please! > > Thanks, > > ?kos > > You can find this (and comment and contribure) here: > http://requesttracker.wikia.com/wiki/RT_new_UX > > Goal in terms of real life: > ================== > Keep RT alive as a competitive system in 2014. > We like RT, we have a lot of competency related to RT, but our clients > require such UX as FBook, gmail, etc. They want > http://en.wikipedia.org/wiki/Single-page_application > > Goal in terms of development: > ====================== > We are going to develope a brand new user interface - in v1.0 just for the > most popular pages. Our goals are: > - server side: let us use RT as a stable, secure, safe, functuon rich > server side system, > - user side: "click as few as it possible", few page reload, simple, > towards to single page app. > > User functions > ========== > We are going to create a limited functionality in v1.0: > - login > - Dashboards (including: home page) > - One page Display.html: that means Display.html is combined with > Update.htm and all the standard and custom fields user actions. User can do > all the actions on the same web page without navigation away: user can see > the history, add comment, edit fields. No transaction CFs supported in the > v1.0. > - Results (new ajax grid, table). I mean: user can filter, sort the rows, > and maybe edit the results list's fields. Without clicking away from the > page. > - Create new ticket > > Architecture overview: > ================ > Our architecture vision is so simple: > RT <-> REST v2.0 <-> JSON <-> client's browser > > REST v2.0 > ======== > We are going to extend the REST API. We create new functions and replace > the old ones, since we are going to use JSON. > > In client's browser > ============= > We have no idea which framework or solution is the best, we never used any > of them. Every help is appreciated. > > Thanks for any comment! > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jason.hubbard at circles.com Mon Mar 10 15:27:52 2014 From: jason.hubbard at circles.com (j.hubbard) Date: Mon, 10 Mar 2014 12:27:52 -0700 (PDT) Subject: [rt-users] Limit Notifications on one Queue but Tickets traveling to another, more verbose Queues. In-Reply-To: <53174EC4.9010904@agriplus.pl> References: <53174EC4.9010904@agriplus.pl> Message-ID: <1394479672773-56912.post@n7.nabble.com> Hi, this is possible. >From what you are trying to accomplish all you should have to do is change the notification scrip to use a user defined condition then use something similar to the below for the condition. #--begin condition-- if (($self->TransactionObj->Type eq "Set") and ($self->TransactionObj->Field eq "Queue") and $self->TransactionObj->OldValue ne 3) { return(1); } else { return(undef); } #--end condition-- This will send the notification out for a change from any queue except the queue ID you specify. In my example the id is 3. Make sure to change the 3 to whatever id your Complain queue uses. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Limit-Notifications-on-one-Queue-but-Tickets-traveling-to-another-more-verbose-Queues-tp56870p56912.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dsoto at seguroscatatumbo.com Mon Mar 10 15:29:55 2014 From: dsoto at seguroscatatumbo.com (Daniel Soto) Date: Mon, 10 Mar 2014 14:59:55 -0430 Subject: [rt-users] Welcome to the "rt-users" mailing list In-Reply-To: References: Message-ID: <630EFA8191D62A4A9386133AAB9FF5F4935A4B7FB2@mar-exch01.seguroscatatumbo.com> Hello, i am having issues with the Assets extension. I am using Debian 7.3, with request tracker 4.2.3 built from source. I am also using the external auth extension, so i can use our Active Directory database for authentication. As soon as i create an asset, i get the following error: 3780] [Mon Mar 10 19:15:24 2014] [error]: Couldn't get principal for an empty user (/opt/rt4/sbin/../lib/RT/User.pm:1182) [3780] [Mon Mar 10 19:15:24 2014] [error]: Can't use string ("No se pudo cargar principal: Cou"...) as an ARRAY ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Create.html line 165. Can I get any help for this? please Saludos! Ing. Daniel Soto Analista de Apoyo a Usuarios Gerencia de Divisi?n de Tecnolog?a e Infraestructura Vicepresidencia Ejecutiva de Inform?tica C.A. Seguros Catatumbo 58 + 0261 - 7001651 Soporte Ext. 1600 dsoto at seguroscatatumbo.com ? Por favor, no imprima este e-mail a menos que realmente necesite hacerlo. Please, don't print this e-mail unless you really need to USO DEL CORREO ELECTRONICO DE SEGUROS CATATUMBO, C.A. HACIA INTERNET: Este mensaje y cualquier anexo pueden ser confidenciales o tener privilegios legales. Si usted recibe este mensaje por error o no es su destinatario, deber? notificar a webmaster at seguroscatatumbo.com y eliminar el mensaje y cualquier anexo o copias. Est? prohibida su distribuci?n, divulgaci?n o utilizaci?n de cualquier informaci?n contenida en el mismo. SEGUROS CATATUMBO, C.A.: This message may contain information solely of the interest of SEGUROS CATATUMBO, C.A. or its businesses. Copying, distribution, disclosure or any use of the information contained in this message is permitted only to authorized parties. If you have received this e-mail by error, please notify webmaster at seguroscatatumbo.com. -------------------------------------------------------------------------------------------------------------------- Por favor, no imprima este e-mail a menos que realmente necesite hacerlo. Please, don't print this e-mail unless you really need to. From dsoto at seguroscatatumbo.com Mon Mar 10 15:43:26 2014 From: dsoto at seguroscatatumbo.com (Daniel Soto) Date: Mon, 10 Mar 2014 15:13:26 -0430 Subject: [rt-users] Problems, with extension Assets. Message-ID: <630EFA8191D62A4A9386133AAB9FF5F4935A4B7FB3@mar-exch01.seguroscatatumbo.com> Hello, i am having issues with the Assets extension. I am using Debian 7.3, with request tracker 4.2.3 built from source. I am also using the external auth extension, so i can use our Active Directory database for authentication. As soon as i create an asset, i get the following error: 3780] [Mon Mar 10 19:15:24 2014] [error]: Couldn't get principal for an empty user (/opt/rt4/sbin/../lib/RT/User.pm:1182) [3780] [Mon Mar 10 19:15:24 2014] [error]: Can't use string ("No se pudo cargar principal: Cou"...) as an ARRAY ref while "strict refs" in use at /opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Create.html line 165. Can I get any help for this? please Saludos! Saludos! Ing. Daniel Soto Analista de Apoyo a Usuarios Gerencia de Divisi?n de Tecnolog?a e Infraestructura Vicepresidencia Ejecutiva de Inform?tica C.A. Seguros Catatumbo 58 + 0261 - 7001651 Soporte Ext. 1600 dsoto at seguroscatatumbo.com P Por favor, no imprima este e-mail a menos que realmente necesite hacerlo. Please, don't print this e-mail unless you really need to ________________________________ USO DEL CORREO ELECTRONICO DE SEGUROS CATATUMBO, C.A. HACIA INTERNET: Este mensaje y cualquier anexo pueden ser confidenciales o tener privilegios legales. Si usted recibe este mensaje por error o no es su destinatario, deber? notificar a webmaster at seguroscatatumbo.com y eliminar el mensaje y cualquier anexo o copias. Est? prohibida su distribuci?n, divulgaci?n o utilizaci?n de cualquier informaci?n contenida en el mismo. SEGUROS CATATUMBO, C.A.: This message may contain information solely of the interest of SEGUROS CATATUMBO, C.A. or its businesses. Copying, distribution, disclosure or any use of the information contained in this message is permitted only to authorized parties. If you have received this e-mail by error, please notify webmaster at seguroscatatumbo.com. -------------------------------------------------------------------------------------------------------------------- Por favor, no imprima este e-mail a menos que realmente necesite hacerlo. Please, don't print this e-mail unless you really need to. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Mar 10 15:51:45 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 10 Mar 2014 15:51:45 -0400 Subject: [rt-users] Update.html -> Display.html and notifying user, callbacks, etc. In-Reply-To: <20140307223641.GG2911@jibsheet.com> References: <531A2E88.1070804@kickflop.net> <20140307223641.GG2911@jibsheet.com> Message-ID: <531E17D1.8090502@kickflop.net> On 3/7/2014 5:36 PM, Kevin Falcone wrote: > On Fri, Mar 07, 2014 at 03:39:36PM -0500, Jeff Blaine wrote: >> This thread is probably going to end up relevant to >> RT-Extension-MandatoryOnTransition which does not appear to have yet >> solved this issue. > > I'm surprised at this statement since MandatoryOnTransition works on > Create.html and Update.html but not on Modify.html, but you claim the > problem is in Update.html. You are correct. This was a mix-up in my head. Turns out it cost me a lot of time (and some of yours). I apologize. If I am able to come up with something for Modify.html, I will be sure to feed a pull request back to the github repo for RT-Extension-MandatoryOnTransition (not ...MandatoryOnTransaction as I previously worded it). > Ticket/Update.html does not redirect to Display.html on submission. > It runs and then calls Display.html like any other mason component > call using $m->comp (equivalent to <& &>. Display.html then redirects to > itself if needed. > > MandatoryOnTransaction uses Update.html/BeforeUpdate to break out of > calling Display.html if there was an error. > > You would use the same callback. > > If BeforeUpdate sets skip_update and pushes things into the > @$results_ref array ref then control will not be dispatched to > Display.html and instead Update.html will redisplay with a message at > the top for the user. Thank you. This extension and your explanation go places that the wiki examples do not (for those who are not PERL + HTML::Mason devs). From mc at unistra.fr Tue Mar 11 02:05:23 2014 From: mc at unistra.fr (Marc Chantreux) Date: Tue, 11 Mar 2014 07:05:23 +0100 Subject: [rt-users] RT::Client to list Status, Queues and so on Message-ID: <20140311060523.GA5701@ramirez.u-strasbg.fr> hello rt users, as i more and more rely on mutt+vim+commandByMail, i would like omnicompletion to complete the names of queues, status and categories when i fill the ticket. the only way i saw to get those list remotely is to scrap the queryBuilder (/rt/Search/Build.html) which isn't that elegant and can be boring. anyone with a best solution? 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 elacour at easter-eggs.com Tue Mar 11 04:44:38 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 11 Mar 2014 09:44:38 +0100 Subject: [rt-users] Problems, with extension Assets. In-Reply-To: <630EFA8191D62A4A9386133AAB9FF5F4935A4B7FB3@mar-exch01.seguroscatatumbo.com> References: <630EFA8191D62A4A9386133AAB9FF5F4935A4B7FB3@mar-exch01.seguroscatatumbo.com> Message-ID: <20140311084437.GA5670@easter-eggs.com> On Mon, Mar 10, 2014 at 03:13:26PM -0430, Daniel Soto wrote: > Hello, i am having issues with the Assets extension. > > I am using Debian 7.3, with request tracker 4.2.3 built from source. > > I am also using the external auth extension, so i can use our Active > Directory database for authentication. > > ? > > As soon as i create an asset, i get the following error: > > ? > > 3780] [Mon Mar 10 19:15:24 2014] [error]: Couldn't get principal for an > empty user (/opt/rt4/sbin/../lib/RT/User.pm:1182) > > [3780] [Mon Mar 10 19:15:24 2014] [error]: Can't use string ("No se pudo > cargar principal: Cou"...) as an ARRAY ref while "strict refs" in use at > /opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Create.html line > 165. > It seems to be related to this bug: http://issues.bestpractical.com/Ticket/Display.html?id=28488 -- 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 b.maciejewski at agriplus.pl Tue Mar 11 07:36:50 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Tue, 11 Mar 2014 12:36:50 +0100 Subject: [rt-users] Search by Group Name In-Reply-To: <20140307164447.GE2911@jibsheet.com> References: <5319C8CE.7030304@agriplus.pl> <20140307164447.GE2911@jibsheet.com> Message-ID: <531EF552.2060805@agriplus.pl> Unfortunettly it's not working. What I understood is this "RequestorGroup.Name = 'foo' " should be added in Search/Edit.html?NewQuery=1 (Advenced on Query Builder) I tried Queue=foo and RequestorGroup.Name="MO Mechanicy Strefa" 0 tickets found then Queue != 'General' AND RequestorGroup.Name = 'MO Mechanicy Strefa' 0 tickets found then just RequestorGroup.Name = 'MO Mechanicy Strefa' also 0 tickets found. Could it be other variable or some problems with spaces in name of Group? W dniu 2014-03-07 17:44, Kevin Falcone pisze: > On Fri, Mar 07, 2014 at 02:25:34PM +0100, Bartosz Maciejewski wrote: >> Now I want to search how many tickets from users in group C was >> submitted to Queues that they are not responsible for, like: >> Queue="B" and Status="new" and Requestor is in group="C". > RequestorGroup.Name = 'foo' should work > > -kevin > > -- *Bartosz Maciejewski*/ IT Administrator +48 666866549/ b.maciejewski at agriplus.pl *Agri Plus Sp. z o.o.*Office: +48 61 665 79 77/ Fax: +48 61 665 79 61 60-324 Poznan' ul. Marcelin'ska 92/94 http://agriplus.pl This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: grafika1 Type: image/jpeg Size: 1265 bytes Desc: not available URL: From b.maciejewski at agriplus.pl Tue Mar 11 08:01:58 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Tue, 11 Mar 2014 13:01:58 +0100 Subject: [rt-users] Search by Group Name In-Reply-To: <531EF552.2060805@agriplus.pl> References: <5319C8CE.7030304@agriplus.pl> <20140307164447.GE2911@jibsheet.com> <531EF552.2060805@agriplus.pl> Message-ID: <531EFB36.2020800@agriplus.pl> Ok, as a workaround this works RequestorGroup.Id = 105 AND Queue != 'MO.Mechanicy.Strefa' (id 105 is group "MO Mechanicy Strefa" which maitain tickets in Queue MO.Mechanicy.Strefa") Thanx. W dniu 2014-03-11 12:36, Bartosz Maciejewski pisze: > Unfortunettly it's not working. > > What I understood is this "RequestorGroup.Name = 'foo' " should be > added in Search/Edit.html?NewQuery=1 (Advenced on Query Builder) > > I tried Queue=foo and RequestorGroup.Name="MO Mechanicy Strefa" > 0 tickets found > > then Queue != 'General' AND RequestorGroup.Name = 'MO Mechanicy Strefa' > 0 tickets found > > then just RequestorGroup.Name = 'MO Mechanicy Strefa' > also 0 tickets found. > > Could it be other variable or some problems with spaces in name of Group? > > W dniu 2014-03-07 17:44, Kevin Falcone pisze: >> On Fri, Mar 07, 2014 at 02:25:34PM +0100, Bartosz Maciejewski wrote: >>> Now I want to search how many tickets from users in group C was >>> submitted to Queues that they are not responsible for, like: >>> Queue="B" and Status="new" and Requestor is in group="C". >> RequestorGroup.Name = 'foo' should work >> >> -kevin >> >> > -- BM -------------- next part -------------- An HTML attachment was scrubbed... URL: From Keith.Schincke at bcm.edu Tue Mar 11 10:20:25 2014 From: Keith.Schincke at bcm.edu (Schincke, Keith) Date: Tue, 11 Mar 2014 09:20:25 -0500 Subject: [rt-users] Asset link search In-Reply-To: <1768837467.3477869.1394230323708.JavaMail.zimbra@nixe.com> References: <57322592.3477642.1394229683864.JavaMail.zimbra@nixe.com> <1768837467.3477869.1394230323708.JavaMail.zimbra@nixe.com> Message-ID: <7BC40711DE994F4D8ABFDF0525BAE276D30C881F0A@EXCMSMBX05.ad.bcm.edu> 1) The asset number is also displayed just below the RT menu. 2) I see this requiring a code extension to have the query run against both tables as it currently runs against ticket titles and not articles or assets. Keith From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gustavo Gasparrini Sent: Friday, March 07, 2014 4:12 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Asset link search Hi, I was reading other posts about how to link asset to tickets that already exists. I understand that you have to go to the link tab (or use @AssetQueue), and write for example asset:3, to make a link to asset 3. I have two question about that: 1. How can I know the asset id?, because in the search form doesn't appear the id asset. (I know that you can see in the url address, but I can't explain that to users) 2. Is it possible to search by description (in link tab) like to link tickets? I'm using RT 4.2.3 Asset 1.0 rc2 Thank you very much. Gustavo -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Mar 11 10:43:22 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 11 Mar 2014 14:43:22 +0000 Subject: [rt-users] Automated Comments Message-ID: <50de09a7667f4197b7cc4258fbf52f66@BLUPR05MB788.namprd05.prod.outlook.com> Hello All Has anyone built a list of comments that can be selected for a ticket when closing the ticket? Meaning when setting the ticket to Resolved and you are on the edit screen have a list of canned response to select from to be pasted into the comment section. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Mar 11 10:57:47 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 11 Mar 2014 15:57:47 +0100 Subject: [rt-users] Automated Comments In-Reply-To: <50de09a7667f4197b7cc4258fbf52f66@BLUPR05MB788.namprd05.prod.outlook.com> References: <50de09a7667f4197b7cc4258fbf52f66@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <20140311145747.GF5670@easter-eggs.com> On Tue, Mar 11, 2014 at 02:43:22PM +0000, Bryon Baker wrote: > Hello All > > ? > > Has anyone built a list of comments that can be selected for a ticket when > closing the ticket? > > ? > > Meaning when setting the ticket to Resolved and you are on the edit screen > have a list of canned response to select from to be pasted into the > comment section. > Old RT-FM extension or RT 4.x Articles feature can do that. See: http://www.bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html#Article-Hotlist -- 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 tjg at ucsc.edu Tue Mar 11 11:51:26 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Tue, 11 Mar 2014 08:51:26 -0700 Subject: [rt-users] rt-serializer and rt-importer In-Reply-To: References: <20140221162454.GP2970@jibsheet.com> <20140221175838.GU2970@jibsheet.com> Message-ID: And one last follow-up about this: here are my import statistics. The importer used up to about 800MB of RAM, so better than the serializer, but still pretty high. Also, 108 hours seems like a long time to import records that took only 4 hours to export, and this is on a pretty high-end MySQL server. Is there any way to speed things up a bit? Elapsed time: 108hr 36min Estimated left: 1min 39s ========== Import of soe.ucsc.edu ========== Total object counts: 1002724 RT::Transaction 665796 RT::Attachment 257742 RT::Group 182469 RT::GroupMember 62315 RT::Ticket 8996 RT::Attribute 8316 RT::User 4324 RT::Link 988 RT::ObjectCustomFieldValue 312 RT::CustomFieldValue 37 RT::Queue 30 RT::ObjectCustomField 30 RT::CustomField -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From jborissr at gmail.com Wed Mar 12 09:24:32 2014 From: jborissr at gmail.com (john boris) Date: Wed, 12 Mar 2014 09:24:32 -0400 Subject: [rt-users] Looking for script to autoclose ticket Message-ID: I have been searching the Wiki for a script that would resolve a ticket when it is created. I use RT to track reports, installs and other automated happenings on my servers. These generate a reply to me as I am the AdminCc on those queues. I don't mind the replies. What i want is to have that ticket automatically resolved and no resolved reply email sent. On my 3.6 RT instance I had a script like that (That system is down and I can't locate the script). Can anyone point me such a script. I guess I haven't used the correct search terms to find it. TIA -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jason.hubbard at circles.com Wed Mar 12 12:24:44 2014 From: jason.hubbard at circles.com (j.hubbard) Date: Wed, 12 Mar 2014 09:24:44 -0700 (PDT) Subject: [rt-users] Looking for script to autoclose ticket In-Reply-To: References: Message-ID: <1394641483955-56926.post@n7.nabble.com> Try the below scrip applied directly to whatever queues you want Tickets immediately resolved on. As for notifications that depends on how you have those scrips setup. If the reply scrip is global you should change that to apply only to queues you want replies sent out for. Condition: On Create Action: User Defined Template: Blank Custom action preparation code: #--Begin Custom action preparation code-- my $ticket = $self->TicketObj; $ticket->SetStatus("Resolved"); #--End Custom action preparation code-- -- View this message in context: http://requesttracker.8502.n7.nabble.com/Looking-for-script-to-autoclose-ticket-tp56925p56926.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jborissr at gmail.com Wed Mar 12 12:59:35 2014 From: jborissr at gmail.com (john boris) Date: Wed, 12 Mar 2014 12:59:35 -0400 Subject: [rt-users] Looking for script to autoclose ticket In-Reply-To: <1394641483955-56926.post@n7.nabble.com> References: <1394641483955-56926.post@n7.nabble.com> Message-ID: j. Thanks. I will use that suggestion on reply. I am technically the only user of my RT instance and the only replies really go to my users who send in tickets via a form. But I will try this out. I am a sub novice when it comes to perl code. On Wed, Mar 12, 2014 at 12:24 PM, j.hubbard wrote: > Try the below scrip applied directly to whatever queues you want Tickets > immediately resolved on. As for notifications that depends on how you have > those scrips setup. If the reply scrip is global you should change that to > apply only to queues you want replies sent out for. > > > Condition: On Create > Action: User Defined > Template: Blank > > > Custom action preparation code: > > #--Begin Custom action preparation code-- > > > my $ticket = $self->TicketObj; > $ticket->SetStatus("Resolved"); > > > #--End Custom action preparation code-- > > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Looking-for-script-to-autoclose-ticket-tp56925p56926.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Mar 12 14:42:14 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 12 Mar 2014 14:42:14 -0400 Subject: [rt-users] rt-serializer and rt-importer In-Reply-To: References: <20140221162454.GP2970@jibsheet.com> <20140221175838.GU2970@jibsheet.com> Message-ID: <1394649734.20194.8.camel@umgah.localdomain> On Tue, 2014-03-11 at 08:51 -0700, Tim Gustafson wrote: > And one last follow-up about this: here are my import statistics. The > importer used up to about 800MB of RAM, so better than the serializer, > but still pretty high. Both of those (6G for serializing, and 800M for importing) are definitely higher than I'd expect. If you're on 4.2.2, then you have the fixes to explicitly turn off the caching layer. If you're interested in poking further, doing some analysis of the in-memory objects to determine what's leaking would be helpful. Instrumenting the main loop of either of the serializer or importer with Devel::Gladiator::arena_ref_counts to look for what sorts of objects are leaking might be instructive. > Also, 108 hours seems like a long time to import records that took only > 4 hours to export, and this is on a pretty high-end MySQL server. Is > there any way to speed things up a bit? Yeesh, that's pretty bad. I'd try running under Devel::NYTProf to see where the hotspots are -- I don't have any off-the-cuff suggestions. - Alex From alexmv at bestpractical.com Wed Mar 12 14:53:35 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 12 Mar 2014 14:53:35 -0400 Subject: [rt-users] Problems, with extension Assets. In-Reply-To: <20140311084437.GA5670@easter-eggs.com> References: <630EFA8191D62A4A9386133AAB9FF5F4935A4B7FB3@mar-exch01.seguroscatatumbo.com> <20140311084437.GA5670@easter-eggs.com> Message-ID: <1394650415.20194.12.camel@umgah.localdomain> On Tue, 2014-03-11 at 09:44 +0100, Emmanuel Lacour wrote: > > I am using Debian 7.3, with request tracker 4.2.3 built from source. > > > > I am also using the external auth extension, so i can use our Active > > Directory database for authentication. Does it work if you temporarily disable RT::Authen::ExternalAuth? > It seems to be related to this bug: > > http://issues.bestpractical.com/Ticket/Display.html?id=28488 That bug was resolved in 4.2.3. - Alex From alexmv at bestpractical.com Wed Mar 12 15:33:24 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 12 Mar 2014 15:33:24 -0400 Subject: [rt-users] New UX for RT: REST 2.0, json, and what? In-Reply-To: References: Message-ID: <1394652804.20194.30.camel@umgah.localdomain> On Thu, 2014-03-06 at 17:21 +0100, akos.torok at docca.hu wrote: > This is some kind of request for comment. Please, feel free to give us > advice, support, ideas. If you have similar effort, if you know any > solution that makes this problems causeless, let us know please! Best Practical is always interested in contributions from the community which improve the product. As it happens, our focus for RT 4.4 is planned to include a concentration on the UI, as well as a rewrite of the REST API. For RT 4.2, we held to our previous restrictions that the entirety of the UI needed to be accessible to users without JS enabled. With JS-based UIs sufficiently prevalent now, it is our intent with RT 4.4 that JS will be a required part of the UI. That being said, we do not intend to write the entirety of the UI in JS, as a thin wrapper around back-end APIs. Such a rewrite would be extremely time-intensive, and unlikely to be able to duplicate all of the features of the current server-side templating solution. However, we're quite interested in improving the REST API. The 1.0 REST API was written well before the advent of JSON, and indeed before the concept of "REST APIs" had begun to be commonplace -- as such, it has a number of very odd design decisions that hinder extensibility. Because of this, we are uninterested in expanding on it, but are more focused on providing a new implementation which is based on modern assumptions of how REST APIs should function. We currently have an initial sketch of a REST 2.0 already partially completed, with the aim to release it as an extension for RT 4.2, in core in RT 4.4, and remove REST 1.0 thereafter. It is now published at https://github.com/bestpractical/rtx-rest -- it also requires the RT branch https://github.com/bestpractical/rt/tree/4.2/support-rest-v2 Bear in mind that this is highly experimental; we do _not_ suggest its use apart from developers working on it. It is in no way production-ready. As we are aware it is lacking in features, pull requests or patches welcome; simple bug reports are not helpful at this juncture. - Alex From bbaker at copesan.com Wed Mar 12 16:48:56 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 12 Mar 2014 20:48:56 +0000 Subject: [rt-users] Extending/External custom fields Message-ID: Hello all Is there anybody out this has implemented "Extending/External custom fields" to connect to an external database and create a dynamic list? If so are you willing to share your example and or code? I have been trying to use the RT 4 Doc and example but just can't get it to work. Thanks for your help Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From akos.torok at docca.hu Thu Mar 13 04:16:56 2014 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Thu, 13 Mar 2014 09:16:56 +0100 Subject: [rt-users] New UX for RT: REST 2.0, json, and what? In-Reply-To: <1394652804.20194.30.camel@umgah.localdomain> References: <1394652804.20194.30.camel@umgah.localdomain> Message-ID: Hello Alex, Thank you for all the infos. So: - we would join improving REST 2.0 (rtx-rest), - we would develope an angularjs (or backbone.js) client. I hope our work would be useful for all the RT community. Hello Community, If anyone has angularJS or backbone.js competency and could join us (any way), just let us know please. Thanks, ?kos On Wed, Mar 12, 2014 at 8:33 PM, Alex Vandiver wrote: > On Thu, 2014-03-06 at 17:21 +0100, akos.torok at docca.hu wrote: > > This is some kind of request for comment. Please, feel free to give us > > advice, support, ideas. If you have similar effort, if you know any > > solution that makes this problems causeless, let us know please! > > Best Practical is always interested in contributions from the community > which improve the product. As it happens, our focus for RT 4.4 is > planned to include a concentration on the UI, as well as a rewrite of > the REST API. > > For RT 4.2, we held to our previous restrictions that the entirety of > the UI needed to be accessible to users without JS enabled. With > JS-based UIs sufficiently prevalent now, it is our intent with RT 4.4 > that JS will be a required part of the UI. > > That being said, we do not intend to write the entirety of the UI in JS, > as a thin wrapper around back-end APIs. Such a rewrite would be > extremely time-intensive, and unlikely to be able to duplicate all of > the features of the current server-side templating solution. > > However, we're quite interested in improving the REST API. The 1.0 REST > API was written well before the advent of JSON, and indeed before the > concept of "REST APIs" had begun to be commonplace -- as such, it has a > number of very odd design decisions that hinder extensibility. Because > of this, we are uninterested in expanding on it, but are more focused on > providing a new implementation which is based on modern assumptions of > how REST APIs should function. > > We currently have an initial sketch of a REST 2.0 already partially > completed, with the aim to release it as an extension for RT 4.2, in > core in RT 4.4, and remove REST 1.0 thereafter. It is now published at > https://github.com/bestpractical/rtx-rest -- it also requires the RT > branch https://github.com/bestpractical/rt/tree/4.2/support-rest-v2 > > Bear in mind that this is highly experimental; we do _not_ suggest its > use apart from developers working on it. It is in no way > production-ready. As we are aware it is lacking in features, pull > requests or patches welcome; simple bug reports are not helpful at this > juncture. > > - Alex > > > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu Mar 13 10:00:28 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 13 Mar 2014 14:00:28 +0000 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. Management is now asking me to enable full text searching on the sites so we can search inside the body of the tickets. From what I've read, our current configuration won't support it due to MySQL 5.5.x not supporting it natively. It looks like I have two options: * Migrate our databases from MySQL 5.5.x to Postgres SQL to get the full text index functionality * Create a new MySQL Server that has the Sphinx add-on running & restore my databases into that. Has anyone had to do this before? Suggestions? Warnings? Stephen J. Cena Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark at good-stuff.co.uk Thu Mar 13 10:06:40 2014 From: mark at good-stuff.co.uk (Mark Goodge) Date: Thu, 13 Mar 2014 14:06:40 +0000 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> Message-ID: <5321BB70.5070304@good-stuff.co.uk> On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: > We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL > 5.5.35. Management is now asking me to enable full text searching on the > sites so we can search inside the body of the tickets. From what I've > read, our current configuration won't support it due to MySQL 5.5.x not > supporting it natively. MySQL has supported fulltext indexes since version 5.0. What makes you think otherwise? Mark -- My blog: http://mark.goodge.co.uk From falcone at bestpractical.com Thu Mar 13 10:32:21 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Mar 2014 10:32:21 -0400 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: <5321BB70.5070304@good-stuff.co.uk> References: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> <5321BB70.5070304@good-stuff.co.uk> Message-ID: <20140313143221.GA33375@jibsheet.com> On Thu, Mar 13, 2014 at 02:06:40PM +0000, Mark Goodge wrote: > On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: > > We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL > > 5.5.35. Management is now asking me to enable full text searching on the > > sites so we can search inside the body of the tickets. From what I've > > read, our current configuration won't support it due to MySQL 5.5.x not > > supporting it natively. > > MySQL has supported fulltext indexes since version 5.0. What makes you > think otherwise? It supported InnoDB Full Text indexing in 5.0? As was posted quite recently, here's a decent recap of the technical hurdles in using native 5.6 InnoDB indexing as it finally reaches maturity. http://www.gossamer-threads.com/lists/rt/users/114057#114057 We've come up with some possible workarounds for this, but I'm not sure when we'll have engineering resources to pursue them. Stephen - if you'd like to remain on a packaged "mysql" platform, several people have reported success using mariadb which ships with a sphinx plugin (there's some small shenanigans because packaged sphinx ships with bigids requiring bigint ids in RT, but that's documented in the list archives). I also know that users have built 12.04 mysql/sphinx debs (we're still running on an older LTS version of Ubuntu). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bparish at cognex.com Thu Mar 13 10:34:04 2014 From: bparish at cognex.com (Parish, Brent) Date: Thu, 13 Mar 2014 10:34:04 -0400 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: <5321BB70.5070304@good-stuff.co.uk> References: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> <5321BB70.5070304@good-stuff.co.uk> Message-ID: <6265B2EB12D194469B958F2E703D81830E2D2733A8@viper.pc.cognex.com> I personally went the Sphinx route because I already have so much MySQL running (and familiarity with) here. I documented most of it here: http://parishnetworks.blogspot.com/2013/10/using-mysql-and-sphinx-for-rt-full-text.html - Brent -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark Goodge Sent: Thursday, March 13, 2014 10:07 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: > We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL > 5.5.35. Management is now asking me to enable full text searching on > the sites so we can search inside the body of the tickets. From what > I've read, our current configuration won't support it due to MySQL > 5.5.x not supporting it natively. MySQL has supported fulltext indexes since version 5.0. What makes you think otherwise? Mark -- My blog: http://mark.goodge.co.uk -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training From falcone at bestpractical.com Thu Mar 13 10:39:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Mar 2014 10:39:55 -0400 Subject: [rt-users] Disallowing ticket creation in a certain queue from SelfService In-Reply-To: References: Message-ID: <20140313143955.GB33375@jibsheet.com> On Thu, Mar 06, 2014 at 10:42:39AM -0600, Tim Wilson wrote: > We have two queues in RT. All email-generated tickets go into General, and we maintain a > separate Repair queue for our repair department. Tickets are created in that queue only by > tech staff. > How can we prevent the Repair queue from appearing in the list of available queues in the > SelfService interface for unprivileged users? Ensure they don't have SeeQueue and CreateTicket on that Queue. It's likely you granted CreateTicket globally to Unprivileged/Everyone and then also leaked SeeQueue. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mark at good-stuff.co.uk Thu Mar 13 10:47:10 2014 From: mark at good-stuff.co.uk (Mark Goodge) Date: Thu, 13 Mar 2014 14:47:10 +0000 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: <20140313143221.GA33375@jibsheet.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> <5321BB70.5070304@good-stuff.co.uk> <20140313143221.GA33375@jibsheet.com> Message-ID: <5321C4EE.4020008@good-stuff.co.uk> On 13/03/2014 14:32, Kevin Falcone wrote: > On Thu, Mar 13, 2014 at 02:06:40PM +0000, Mark Goodge wrote: >> On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: >>> We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL >>> 5.5.35. Management is now asking me to enable full text searching on the >>> sites so we can search inside the body of the tickets. From what I've >>> read, our current configuration won't support it due to MySQL 5.5.x not >>> supporting it natively. >> >> MySQL has supported fulltext indexes since version 5.0. What makes you >> think otherwise? > > It supported InnoDB Full Text indexing in 5.0? No; you need to use MyISAM until 5.6. But that should not be an issue here; I know that RT uses InnoDB by default but there should be no reason why the table you want to search can't be converted to MyISAM. Mark -- My blog: http://mark.goodge.co.uk From ktm at rice.edu Thu Mar 13 10:58:19 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 13 Mar 2014 09:58:19 -0500 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: <5321C4EE.4020008@good-stuff.co.uk> References: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> <5321BB70.5070304@good-stuff.co.uk> <20140313143221.GA33375@jibsheet.com> <5321C4EE.4020008@good-stuff.co.uk> Message-ID: <20140313145819.GR1150@aart.rice.edu> On Thu, Mar 13, 2014 at 02:47:10PM +0000, Mark Goodge wrote: > On 13/03/2014 14:32, Kevin Falcone wrote: > >On Thu, Mar 13, 2014 at 02:06:40PM +0000, Mark Goodge wrote: > >>On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: > >>>We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL > >>>5.5.35. Management is now asking me to enable full text searching on the > >>>sites so we can search inside the body of the tickets. From what I've > >>>read, our current configuration won't support it due to MySQL 5.5.x not > >>>supporting it natively. > >> > >>MySQL has supported fulltext indexes since version 5.0. What makes you > >>think otherwise? > > > >It supported InnoDB Full Text indexing in 5.0? > > No; you need to use MyISAM until 5.6. > > But that should not be an issue here; I know that RT uses InnoDB by > default but there should be no reason why the table you want to > search can't be converted to MyISAM. > > Mark Hi Mark, I do not use MySQL here, but the table that is to be indexed can be very large and I certainly would not want to wait for a myisamchk to complete after a crash. The sphinx option is the only viable one for use with mysql. Moving to PostgreSQL would work but as suggested by others, if your expertise is with MySQL, stick with MySQL. Regards, Ken From alexmv at bestpractical.com Thu Mar 13 11:39:36 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 13 Mar 2014 11:39:36 -0400 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: <5321C4EE.4020008@good-stuff.co.uk> References: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> <5321BB70.5070304@good-stuff.co.uk> <20140313143221.GA33375@jibsheet.com> <5321C4EE.4020008@good-stuff.co.uk> Message-ID: <1394725176.1905.26.camel@umgah.localdomain> On Thu, 2014-03-13 at 14:47 +0000, Mark Goodge wrote: > I know that RT uses InnoDB by default but there should be no reason why > the table you want to search can't be converted to MyISAM. There's a very straightforward reason why RT uses InnoDB: database-level transactions. Converting the Attachments table to MyISAM would break a notable number of internals. - Alex From guadagnino.cristiano at creval.it Thu Mar 13 12:29:46 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 13 Mar 2014 16:29:46 +0000 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EA0C5F@MailStore2010.ogp.qvii.com> Message-ID: <5321DD52.9010802@creval.it> Cena, Stephen (ext. 300) ha scritto: We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. Management is now asking me to enable full text searching on the sites so we can search inside the body of the tickets. From what I've read, our current configuration won't support it due to MySQL 5.5.x not supporting it natively. It looks like I have two options: * Migrate our databases from MySQL 5.5.x to Postgres SQL to get the full text index functionality * Create a new MySQL Server that has the Sphinx add-on running & restore my databases into that. Has anyone had to do this before? Suggestions? Warnings? Stephen, we initially (RT 3.8.x) wrote an extension to use Sphinx without the need to integrate it into mysql. You can find it on Wikia, but I would not encourage you to use it (and it will not work in newer versions of RT). When migrating to RT 4.0.x we tried the migration to Postgres. The migration was successful, but we were disappointed with the performance of postgres when doing full-text searches. I guess we were too used to the stellar performance of Sphinx. Finally we settled with mysql+sphinxSE, and we are very happy with it. Bye Cris -- Cristiano Guadagnino Servizio Data Administration _______________________________ Bankadati Servizi Informatici Soc.Cons.P.A. Gruppo bancario Credito Valtellinese Via Trento, 22 - 23100 SONDRIO tel +39 0342522172 - fax +39 0342522992 guadagnino.cristiano at creval.it www.creval.it Il presente messaggio non ? di natura personale ma inviato per esigenze lavorative; l'eventuale messaggio di risposta potr? essere conosciuto anche da altri soggetti diversi dall'originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed ? destinato esclusivamente al destinatario sopra indicato, il quale ? l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilit?, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato ? avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario ? severamente proibito, ed ? pregato di rinviarlo immediatamente al mittente distruggendone l'originale. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu Mar 13 13:45:24 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 13 Mar 2014 17:45:24 +0000 Subject: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx? In-Reply-To: References: Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314EA0E2E@MailStore2010.ogp.qvii.com> Referring to: rt-users Digest, Vol 120, Issue 13, articles 8,9,10,11,13,14,15: Thanks to those who responded. First, no; I did not know that full text indexing was supported after 5.0. I thought that was a 5.6 up & coming feature. I must not have a full grasp of how it works, because if MySQL has it built in why would I need to add on Sphinx? I do have much more familiarity with MySQL over Postgres which is one reason to stay with it. I've never used Postgres before. I think Kevin's answer might be the easiest. I tried swapping out for MariaDB before, but got tripped up over table names being case sensitive. I'm trying to keep everything as simple as possible & I'd rather not dive into building my own MySQL. I'll look into this some more and see what I can come up with. Thanks again to those who answered! Stephen J. Cena Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From kelbley at cs.unm.edu Thu Mar 13 15:31:02 2014 From: kelbley at cs.unm.edu (George Kelbley) Date: Thu, 13 Mar 2014 13:31:02 -0600 Subject: [rt-users] setup-database error during upgrade at 3.8.81 Message-ID: <53220776.2020001@cs.unm.edu> I'm upgrading from 3.6.1 and although I could swear I got further than this on a previous attempt, I am getting : [Thu Mar 13 19:16:40 2014] [critical]: DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. during the setup-database --action upgrade I am migrating from an old server to a new one running debian wheezy, rt installed from packages. I created an rt3 database on my new server with the latin character set, dumped from the old to the new using the --default-character-set=binary option, then when running the setup to get from 3.6.1 to 3.7.87 as described in the documentation, I get the above error. This is an old db, but I don't think we ever set up a customer CachedGroupMembers3 as described in some other posts. So I appear to bailing before getting to the mysql db upgrade required. The weirdest thing is that I got all the way to end of an upgrade on a previous trial by doing the mysql upgrade first, fixing some errors via mysql as supplied by Kevin, then running the setup-database from 3.6.1 to 4.0.7. However I am consistantly getting the Duplicate key error no matter which way I try the upgrade. From vegard.vesterheim at uninett.no Fri Mar 14 03:39:34 2014 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Fri, 14 Mar 2014 08:39:34 +0100 Subject: [rt-users] Automatic generation of RTAddressRegexp, is that feasible ? Message-ID: <1slhwd9qkp.fsf@voll.uninett.no> One of the things I find cumbersome when establishing/removing RT Queues, is to update the RTAddressRegexp variable. I hacked the script generate-rtaddresregexp so that I can supply a set of extra email addresses which our RT queues are accessible via. Whenever we add a queue, I temporarily remove RTAddressRegexp from the configuration, run this script, and do an cut-and-paste of the result into the configuration. I was thinking that the set of extra email addresses could be added to the configuration, and then the process of generating RTAddressRegexp could be done automatically by RT itself. Is this feasible, or are there any other ways of simplifying this task? - Vegard V - From jon.garrett at bskyb.com Fri Mar 14 06:46:06 2014 From: jon.garrett at bskyb.com (jgarrett) Date: Fri, 14 Mar 2014 03:46:06 -0700 (PDT) Subject: [rt-users] New Ticket Notifications - send only based on requester's email address Message-ID: <1394793966574-56950.post@n7.nabble.com> Hi, Similar to a recent 'Big Cheese' question, I have a need to send out notifications based on email addresses, although somewhat different - I hope someone can help. I need to Send a notification email to a group of RT users, when a ticket is created/raised into a specific RT queue, where the requesters email address is NOT @aspecificdomian.com. There's a lot of tickets raised into this queue from internal staff and I need to only be notified when a ticket is raised from an external source (ie, not from a staff member with our domain name in their email address). There's obviously standard scripts to send notifications for new tickets into a queue, it's the 'not from a specific domain' that I need help with. I'm not SQL savvy, so any script advice may need to be spoon fed to me. Many thanks for your time to read and process. Jon. -- View this message in context: http://requesttracker.8502.n7.nabble.com/New-Ticket-Notifications-send-only-based-on-requester-s-email-address-tp56950.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gustavo.gasparrini at nixe.com Fri Mar 14 06:54:15 2014 From: gustavo.gasparrini at nixe.com (Gustavo Gasparrini) Date: Fri, 14 Mar 2014 07:54:15 -0300 (ART) Subject: [rt-users] Asset link search In-Reply-To: <7BC40711DE994F4D8ABFDF0525BAE276D30C881F0A@EXCMSMBX05.ad.bcm.edu> References: <57322592.3477642.1394229683864.JavaMail.zimbra@nixe.com> <1768837467.3477869.1394230323708.JavaMail.zimbra@nixe.com> <7BC40711DE994F4D8ABFDF0525BAE276D30C881F0A@EXCMSMBX05.ad.bcm.edu> Message-ID: <2131350222.3724487.1394794455419.JavaMail.zimbra@nixe.com> Thank you for your answer, Keith. We'll make a code extension and if it works fine, we'll share with the list. Regards, Gustavo Gustavo Gasparrini | NIXE S.R.L. IT Systems General Manager +54(11)4383-7831 http://www.nixe.com ----- Mensaje original ----- De: "Keith Schincke" Para: "Gustavo Gasparrini" , rt-users at lists.bestpractical.com Enviados: Martes, 11 de Marzo 2014 11:20:25 Asunto: RE: Asset link search 1) The asset number is also displayed just below the RT menu. 2) I see this requiring a code extension to have the query run against both tables as it currently runs against ticket titles and not articles or assets. Keith From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gustavo Gasparrini Sent: Friday, March 07, 2014 4:12 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Asset link search Hi, I was reading other posts about how to link asset to tickets that already exists. I understand that you have to go to the link tab (or use @AssetQueue), and write for example asset:3, to make a link to asset 3. I have two question about that: 1. How can I know the asset id?, because in the search form doesn't appear the id asset. (I know that you can see in the url address, but I can't explain that to users) 2. Is it possible to search by description (in link tab) like to link tickets? I'm using RT 4.2.3 Asset 1.0 rc2 Thank you very much. Gustavo -------------- 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: From falcone at bestpractical.com Fri Mar 14 10:53:05 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Mar 2014 10:53:05 -0400 Subject: [rt-users] Search by Group Name In-Reply-To: <531EFB36.2020800@agriplus.pl> References: <5319C8CE.7030304@agriplus.pl> <20140307164447.GE2911@jibsheet.com> <531EF552.2060805@agriplus.pl> <531EFB36.2020800@agriplus.pl> Message-ID: <20140314145305.GC33375@jibsheet.com> On Tue, Mar 11, 2014 at 01:01:58PM +0100, Bartosz Maciejewski wrote: > Ok, as a workaround this works > > RequestorGroup.Id = 105 AND Queue != 'MO.Mechanicy.Strefa' > > (id 105 is group "MO Mechanicy Strefa" which maitain tickets in Queue MO.Mechanicy.Strefa") > Hmm, on 4.2.3, RequestorGroup.Name = 'foo bar' is returning tickets. -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 Mar 14 10:54:20 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Mar 2014 10:54:20 -0400 Subject: [rt-users] Update.html -> Display.html and notifying user, callbacks, etc. In-Reply-To: <531E17D1.8090502@kickflop.net> References: <531A2E88.1070804@kickflop.net> <20140307223641.GG2911@jibsheet.com> <531E17D1.8090502@kickflop.net> Message-ID: <20140314145420.GD33375@jibsheet.com> On Mon, Mar 10, 2014 at 03:51:45PM -0400, Jeff Blaine wrote: > If I am able to come up with something for Modify.html, I will be > sure to feed a pull request back to the github repo for > RT-Extension-MandatoryOnTransition (not ...MandatoryOnTransaction > as I previously worded it). Sounds good. There are a bunch of holes to close in that extension to make it cover every place you can change statuses in RT and that would be a great start. We hit the 'most common' things but document that there are things it doesn't do. > Thank you. This extension and your explanation go places that the wiki > examples do not (for those who are not PERL + HTML::Mason devs). Glad it helped explain what was going on. -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 Mar 14 10:56:10 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Mar 2014 10:56:10 -0400 Subject: [rt-users] setup-database error during upgrade at 3.8.81 In-Reply-To: <53220776.2020001@cs.unm.edu> References: <53220776.2020001@cs.unm.edu> Message-ID: <20140314145610.GE33375@jibsheet.com> On Thu, Mar 13, 2014 at 01:31:02PM -0600, George Kelbley wrote: > I'm upgrading from 3.6.1 and although I could swear I got further than > this on a previous attempt, I am getting : > > [Thu Mar 13 19:16:40 2014] [critical]: DBD::mysql::st execute failed: > Duplicate key name 'CachedGroupMembers3' at > /usr/share/request-tracker4/lib/RT/Handle.pm line 515. > (/usr/share/request-tracker4/lib/RT.pm:351) > DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' > at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. > > during the setup-database --action upgrade > > I am migrating from an old server to a new one running debian wheezy, rt > installed from packages. > > I created an rt3 database on my new server with the latin character set, > dumped from the old to the new using the --default-character-set=binary > option, then when running the setup to get from 3.6.1 to 3.7.87 as > described in the documentation, I get the above error. This is an old > db, but I don't think we ever set up a customer CachedGroupMembers3 as > described in some other posts. So I appear to bailing before getting to > the mysql db upgrade required. You can easily confirm that. Drop the rt3 database on your new server. Re-create it empty with rt-setup-database --action create,acl Restore your backup. Run 'show indexes from CachedGroupMembers' or 'show create table CachedGroupMembers' and see if that index exists. My assumption is that your backup doesn't have DROP TABLE and you were left with a corrupt restore. -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 Mar 14 11:04:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Mar 2014 11:04:42 -0400 Subject: [rt-users] New Ticket Notifications - send only based on requester's email address In-Reply-To: <1394793966574-56950.post@n7.nabble.com> References: <1394793966574-56950.post@n7.nabble.com> Message-ID: <20140314150442.GF33375@jibsheet.com> On Fri, Mar 14, 2014 at 03:46:06AM -0700, jgarrett wrote: > I need to Send a notification email to a group of RT users, when a ticket is > created/raised into a specific RT queue, where the requesters email address > is NOT @aspecificdomian.com. You can use http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html to create an action that specifically emails a group you control with the custom template you provide and then you just need a user defined condition that checks that $self->TransactionObj->Type eq 'Create' and that $self->TicketObj->RequestorAddresses http://bestpractical.com/docs/rt/latest/RT/Ticket.html#RequestorAddresses returns users who don't match your problem domain. You could also just simplify your life and make a new queue and have your mail admins route mail from anything not in that domain into the other queue. Then the RT part becomes just On Create Notify Group with no 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 Fri Mar 14 11:06:05 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Mar 2014 11:06:05 -0400 Subject: [rt-users] Use Articles on Jumbo screen In-Reply-To: <1394053421.97121.YahooMailNeo@web162606.mail.bf1.yahoo.com> References: <1394053421.97121.YahooMailNeo@web162606.mail.bf1.yahoo.com> Message-ID: <20140314150605.GG33375@jibsheet.com> On Wed, Mar 05, 2014 at 01:03:41PM -0800, charlycr74 at yahoo.com.ar wrote: > My users would like to be able to use the Articles on the Jumbo > screen, they usually go to Jumbo to change some parameters and they > would like to have the Articles listed there in order to put comments > on the tickets. In theory this is just adding in <& /Articles/Elements/BeforeMessageBox, %ARGS &> before the messagebox on ModifyAll.html In practice, I have no idea if that will "just work" -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Kendric.Beachey at garmin.com Fri Mar 14 10:54:32 2014 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 14 Mar 2014 14:54:32 +0000 Subject: [rt-users] mailgate is suddenly antisocial Message-ID: <074C3AE4E206DC478AB4FA128B9791411698830D@OLAWPA-EXMB05.ad.garmin.com> Something changed in our network in the last day or so, or at least that is my suspicion. Following , it has been possible to create a ticket through the web interface, but not through the email interface. The box running RT can still *send* email OK, so if you create a ticket through the web interface, email goes out to queue watchers, and I think when you reply to a ticket, email goes out for that as well. The network guys found it was no longer possible to telnet to port 25 (the SMTP port) on our RT box, although if you ssh directly to the RT box and do `telnet localhost 25`, that would work! But even from there, `telnet rt.company.com 25` still wouldn't. One of the network guys did.....something....and it is now once again possible to telnet to port 25. And in fact, I can send email to one of our RT addresses while tailing /var/log/mail.log, and I can see postfix is picking up the message. What ISN'T happening is it's still not obeying the rule in /etc/aliases that wants to send email for that address into the rt-mailgate program....UNLESS you send the email from the RT box itself!! This works: rtbox$ echo "trying to send email from within rt box from command line" | mail -s "the call is coming from inside the house" Webrequest This doesn't: otherbox$ echo "trying to send email from elsewhere" | mail -s "emailing from elsewhere" webrequest at rt.company.com Here is the line in /etc/aliases: webrequest: "|/opt/rt4/bin/rt-mailgate --debug --queue webrequest --action correspond --url https://rt.company.com/rt/ >>/var/log/cronjobs/mailgate.log 2>&1" I've also changed the line to just forward email to my work address, and same thing...that only works if the email is being sent from the RT box itself as above. This was all working fine for many months, until maybe sometime Wednesday night. Has anyone else seen something like this? -- Kendric Beachey ________________________________ CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. From falcone at bestpractical.com Fri Mar 14 11:28:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Mar 2014 11:28:54 -0400 Subject: [rt-users] RT Shredder and Assets In-Reply-To: <7BC40711DE994F4D8ABFDF0525BAE276D30C6BA506@EXCMSMBX05.ad.bcm.edu> References: <7BC40711DE994F4D8ABFDF0525BAE276D30C6BA506@EXCMSMBX05.ad.bcm.edu> Message-ID: <20140314152854.GH33375@jibsheet.com> On Thu, Mar 06, 2014 at 10:50:57AM -0600, Schincke, Keith wrote: > It is possible to shred assets or will I need to delete data from the RTxAssets and > RTxCatalogs tables? Assets are not currently shreddable (there would need to be scaffolding added for shredder and it wasn't a priority for the initial build out). Deleting from RTxAssets and RTxCatalogs is unlikely to be sufficient to clean things out. At the very least, there are going to be role groups and links and ACLs associated with objects that also need chasing. Shredder has to be taught all of these things, which is the complexity. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From reg.bestpractical at posterus.com Fri Mar 14 11:55:58 2014 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Fri, 14 Mar 2014 16:55:58 +0100 Subject: [rt-users] Module compatibility with RT 4.0 & 4.2 Message-ID: Hello, I was wondering if there was any way to make modules compatible with both 4.0 and 4.2. Specifically, I'm wondering how to deal with 'static' directory, which is not supported in 4.0. Do I have to maintain two separate modules for each RT version, keep two copies of all static content in both statis and NoAuth, or is there some other way I'm missing? Best regards, Maciek From jung at adesso.de Mon Mar 17 06:39:32 2014 From: jung at adesso.de (ThJu) Date: Mon, 17 Mar 2014 03:39:32 -0700 (PDT) Subject: [rt-users] Collect Feedback via CustumField and Link Message-ID: <1395052772318-56960.post@n7.nabble.com> Hi, I'm pretty new to RT and want to implement a very simple feedback-function to our RT. I think of a scenario like this: A customer gets an email when the ticket is resolved (already exists). In this mail he will see a simple rating matrix in form of traffic lights, smilies or something like this. This matrix should picture, if the customer is satisfied with our work on this ticket or not (positiv, neutral, negativ feedback). Behind these three matrix symbols are hyperlinks that represent the feedback in a customfield relayed to the ticket (0 = no feedback, 1 = positiv, 2= neutral, 3 = negativ). With a click on the suitable hyperlink/ image the customer is done with his feedback. Now I'm looking for a way to implement a customfield that reacts on autogenerated hyperlinks related to the customfield... Any ideas? Thanks ThJu -- View this message in context: http://requesttracker.8502.n7.nabble.com/Collect-Feedback-via-CustumField-and-Link-tp56960.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mangialatorre at gmail.com Mon Mar 17 06:42:07 2014 From: mangialatorre at gmail.com (Andrea Zimmerli) Date: Mon, 17 Mar 2014 11:42:07 +0100 Subject: [rt-users] rt-crontool, find unanswered tickets Message-ID: Hi, I wish to setup the rt-crontool (RT 3.6.17) to find tickets not acknowledged after 6 hours by using the "Told" field. I am not able to select those ticket because the value of the Told field is "Not set". I've tried using '1970-01-01 00:00:00' but it does not work. /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'network' AND (Status = 'new' OR Status = 'open') AND Told <= '1970-01-01 00:00:00'" --action RT::Action::Generic --verbose How can I look for tickets that have not been answered? Thanks for helping me. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mangialatorre at gmail.com Mon Mar 17 07:02:18 2014 From: mangialatorre at gmail.com (Andrea Zimmerli) Date: Mon, 17 Mar 2014 12:02:18 +0100 Subject: [rt-users] Action to delay the Due Date In-Reply-To: <5316FB18.3030701@cscs.ch> References: <53106BD3.1000007@cscs.ch> <20140303193958.GO3080@jibsheet.com> <70D4282614C01440A43CCE5008060CB11715B460@MBX23.d.ethz.ch> <20140304194059.GB3076@jibsheet.com> <5316FB18.3030701@cscs.ch> Message-ID: Due date delay works! However, when I change the status from Stalled to Open, the due date becomes again the original one. Is there a way to avoid it? Cheers Andy 2014-03-05 11:23 GMT+01:00 Pablo Fernandez : > Thanks for the hint... I was able to do what I needed. > I post here the contents of the local/lib/RT/Action/DelayDue.pm script, > for others that may need it: > > ---- > package RT::Action::DelayDue; > use base 'RT::Action'; > > use strict; > > #Do what we need to do and send it out. > > #What does this type of Action does > > # {{{ sub Describe > sub Describe { > my $self = shift; > return (ref $self . " will increase the ticket Due Date to the argument > provided in minutes."); > } > # }}} > > > # {{{ sub Prepare > sub Prepare { > # nothing to prepare > return 1; > } > # }}} > > sub Commit { > my $self = shift; > my $due = $self->TicketObj->DueObj(); > if ($due->Unix() > 1) { > $due->AddSeconds( $self->Argument * 60 ); > $self->TicketObj->SetDue($due->ISO); > } > } > > RT::Base->_ImportOverlays(); > > 1; > ---- > > > And a nice crontool that runs every hour: > > /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue > = 'z1-rt' AND Status = 'stalled'" --action RT::Action::DelayDue > --action-arg 60 --verbose > > > Hope it helps! Thanks again for the help! > BR/Pablo > > > > > On 03/04/2014 08:40 PM, Kevin Falcone wrote: > > On Mon, Mar 03, 2014 at 09:55:08PM +0000, Fernandez Pablo wrote: > > On Mar 3, 2014 8:40 PM, Kevin Falcone wrote: > On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: > > I was wondering... is there a way I can delay (a fixed amount of time) > the Due Date on all tickets that match some criteria (like being in > stalled state)? > I was thinking of using rt-crontool for that task as a sort of way to > "park" tickets (a cron job that runs every hour and delays 1 hour all > stalled tickets). > > Sounds like you want rt-crontool?http://bestpractical.com/docs/rt/latest/rt-crontool.htmlhttp://bestpractical.com/docs/rt/latest/automating_rt.html > > But among the actions, I did not find any to change the due date (and neither in the two links ) > Any hints on how to do that? > > You'll have to provide your own action in > local/lib/RT/Action/CustomDueMunging.pm > > Likely you want a Prepare of { return 1}; and then you'll have your > real logic in Commit. > > -kevin > > > > > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Carl.vanLitsenborgh at za.saabgroup.com Mon Mar 17 08:00:50 2014 From: Carl.vanLitsenborgh at za.saabgroup.com (Carl van Litsenborgh) Date: Mon, 17 Mar 2014 12:00:50 +0000 Subject: [rt-users] Howto change Queue Name in Ticket summary to link Message-ID: Hi, Any ideas howto change the "Queue name" in the Ticket Summary display to a link (URL) ONLY showing new, open and stalled tickets in that queue. Thank you. Carl -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kendric.Beachey at garmin.com Mon Mar 17 09:53:19 2014 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Mon, 17 Mar 2014 13:53:19 +0000 Subject: [rt-users] mailgate is suddenly antisocial In-Reply-To: <074C3AE4E206DC478AB4FA128B9791411698830D@OLAWPA-EXMB05.ad.garmin.com> References: <074C3AE4E206DC478AB4FA128B9791411698830D@OLAWPA-EXMB05.ad.garmin.com> Message-ID: <074C3AE4E206DC478AB4FA128B9791411698B435@OLAWPA-EXMB05.ad.garmin.com> Just to close the loop, our sysadmin guys had made some change that caused this to happen. They managed to fix it, although they haven't shared with me what was going on or how they fixed it. Oh well! -- Kendric -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric Sent: Friday, March 14, 2014 9:55 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] mailgate is suddenly antisocial Something changed in our network in the last day or so, or at least that is my suspicion. Following , it has been possible to create a ticket through the web interface, but not through the email interface. The box running RT can still *send* email OK, so if you create a ticket through the web interface, email goes out to queue watchers, and I think when you reply to a ticket, email goes out for that as well. The network guys found it was no longer possible to telnet to port 25 (the SMTP port) on our RT box, although if you ssh directly to the RT box and do `telnet localhost 25`, that would work! But even from there, `telnet rt.company.com 25` still wouldn't. One of the network guys did.....something....and it is now once again possible to telnet to port 25. And in fact, I can send email to one of our RT addresses while tailing /var/log/mail.log, and I can see postfix is picking up the message. What ISN'T happening is it's still not obeying the rule in /etc/aliases that wants to send email for that address into the rt-mailgate program....UNLESS you send the email from the RT box itself!! This works: rtbox$ echo "trying to send email from within rt box from command line" | mail -s "the call is coming from inside the house" Webrequest This doesn't: otherbox$ echo "trying to send email from elsewhere" | mail -s "emailing from elsewhere" webrequest at rt.company.com Here is the line in /etc/aliases: webrequest: "|/opt/rt4/bin/rt-mailgate --debug --queue webrequest --action correspond --url https://rt.company.com/rt/ >>/var/log/cronjobs/mailgate.log 2>&1" I've also changed the line to just forward email to my work address, and same thing...that only works if the email is being sent from the RT box itself as above. This was all working fine for many months, until maybe sometime Wednesday night. Has anyone else seen something like this? -- Kendric Beachey ________________________________ CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training From mangialatorre at gmail.com Mon Mar 17 10:26:23 2014 From: mangialatorre at gmail.com (Andrea Zimmerli) Date: Mon, 17 Mar 2014 15:26:23 +0100 Subject: [rt-users] Action to delay the Due Date In-Reply-To: References: <53106BD3.1000007@cscs.ch> <20140303193958.GO3080@jibsheet.com> <70D4282614C01440A43CCE5008060CB11715B460@MBX23.d.ethz.ch> <20140304194059.GB3076@jibsheet.com> <5316FB18.3030701@cscs.ch> Message-ID: My fault, there was a conflict with the SLA extension. I disabled it and it works. 2014-03-17 12:02 GMT+01:00 Andrea Zimmerli : > Due date delay works! > However, when I change the status from Stalled to Open, the due date > becomes again the original one. Is there a way to avoid it? > > Cheers Andy > > > 2014-03-05 11:23 GMT+01:00 Pablo Fernandez : > >> Thanks for the hint... I was able to do what I needed. >> I post here the contents of the local/lib/RT/Action/DelayDue.pm script, >> for others that may need it: >> >> ---- >> package RT::Action::DelayDue; >> use base 'RT::Action'; >> >> use strict; >> >> #Do what we need to do and send it out. >> >> #What does this type of Action does >> >> # {{{ sub Describe >> sub Describe { >> my $self = shift; >> return (ref $self . " will increase the ticket Due Date to the argument >> provided in minutes."); >> } >> # }}} >> >> >> # {{{ sub Prepare >> sub Prepare { >> # nothing to prepare >> return 1; >> } >> # }}} >> >> sub Commit { >> my $self = shift; >> my $due = $self->TicketObj->DueObj(); >> if ($due->Unix() > 1) { >> $due->AddSeconds( $self->Argument * 60 ); >> $self->TicketObj->SetDue($due->ISO); >> } >> } >> >> RT::Base->_ImportOverlays(); >> >> 1; >> ---- >> >> >> And a nice crontool that runs every hour: >> >> /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue >> = 'z1-rt' AND Status = 'stalled'" --action RT::Action::DelayDue >> --action-arg 60 --verbose >> >> >> Hope it helps! Thanks again for the help! >> BR/Pablo >> >> >> >> >> On 03/04/2014 08:40 PM, Kevin Falcone wrote: >> >> On Mon, Mar 03, 2014 at 09:55:08PM +0000, Fernandez Pablo wrote: >> >> On Mar 3, 2014 8:40 PM, Kevin Falcone wrote: >> On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: >> >> I was wondering... is there a way I can delay (a fixed amount of time) >> the Due Date on all tickets that match some criteria (like being in >> stalled state)? >> I was thinking of using rt-crontool for that task as a sort of way to >> "park" tickets (a cron job that runs every hour and delays 1 hour all >> stalled tickets). >> >> Sounds like you want rt-crontool?http://bestpractical.com/docs/rt/latest/rt-crontool.htmlhttp://bestpractical.com/docs/rt/latest/automating_rt.html >> >> But among the actions, I did not find any to change the due date (and neither in the two links ) >> Any hints on how to do that? >> >> You'll have to provide your own action in >> local/lib/RT/Action/CustomDueMunging.pm >> >> Likely you want a Prepare of { return 1}; and then you'll have your >> real logic in Commit. >> >> -kevin >> >> >> >> >> >> -- >> RT Training London, March 19-20 and Dallas May 20-21 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Keith.Schincke at bcm.edu Mon Mar 17 11:25:39 2014 From: Keith.Schincke at bcm.edu (Schincke, Keith) Date: Mon, 17 Mar 2014 10:25:39 -0500 Subject: [rt-users] Collect Feedback via CustumField and Link In-Reply-To: <1395052772318-56960.post@n7.nabble.com> References: <1395052772318-56960.post@n7.nabble.com> Message-ID: <7BC40711DE994F4D8ABFDF0525BAE276D30CA1FA72@EXCMSMBX05.ad.bcm.edu> ThJu, I implemented this feedback/customer satisfaction system on a previous RT installation. I created a queue with a custom field for a satisfaction rating (1 -> 5). The feedback form was a simple Perl CGI.pm page. The link provided by the outgoing RT email include the ticket ID in the CGI argument. When the user submitted the form, a ticket was created in the feedback queue, the custom value stored, any comments were added and a link was created between the two tickets. Any duplicate submissions resulted in additional comments to the feedback ticket and an updating of the custom field. Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ThJu Sent: Monday, March 17, 2014 5:40 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Collect Feedback via CustumField and Link Hi, I'm pretty new to RT and want to implement a very simple feedback-function to our RT. I think of a scenario like this: A customer gets an email when the ticket is resolved (already exists). In this mail he will see a simple rating matrix in form of traffic lights, smilies or something like this. This matrix should picture, if the customer is satisfied with our work on this ticket or not (positiv, neutral, negativ feedback). Behind these three matrix symbols are hyperlinks that represent the feedback in a customfield relayed to the ticket (0 = no feedback, 1 = positiv, 2= neutral, 3 = negativ). With a click on the suitable hyperlink/ image the customer is done with his feedback. Now I'm looking for a way to implement a customfield that reacts on autogenerated hyperlinks related to the customfield... Any ideas? Thanks ThJu -- View this message in context: http://requesttracker.8502.n7.nabble.com/Collect-Feedback-via-CustumField-and-Link-tp56960.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training From barrylee2021 at gmail.com Tue Mar 18 08:09:02 2014 From: barrylee2021 at gmail.com (Baz) Date: Tue, 18 Mar 2014 12:09:02 +0000 Subject: [rt-users] Add 'Owner' dropdown on Display.html? Message-ID: <5328375E.7010200@gmail.com> An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Mar 18 08:52:03 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 18 Mar 2014 07:52:03 -0500 Subject: [rt-users] Add 'Owner' dropdown on Display.html? In-Reply-To: <5328375E.7010200@gmail.com> References: <5328375E.7010200@gmail.com> Message-ID: <20140318125203.GG5344@aart.rice.edu> On Tue, Mar 18, 2014 at 12:09:02PM +0000, Baz wrote: > > > > > > > I'd like to be able to > change the owner of the ticket from the 'Display.html' page > without having to go to the 'People' page first.
>
> When viewing a > ticket I'd like to have a selectable dropdown in the 'People' > section that works in a similar manner to the one in the > 'Reminders' section, naturally with a 'Save' button too.
>
> Can someone point me in the correct direction please?
>
> Version 4.2.2, installed on Ubuntu Linux.
> > > Hi Baz, Try RT::Extension::QuickUpdate. It does what you want. Regards, Ken From rjb38 at drexel.edu Tue Mar 18 11:56:09 2014 From: rjb38 at drexel.edu (Rich Bishop) Date: Tue, 18 Mar 2014 11:56:09 -0400 Subject: [rt-users] Confusion over email scrip change on upgrade Message-ID: <53286C99.6010209@drexel.edu> Hello, I'm testing an upgrade from 3.8.10 to 4.2.3 and I've noticed a difference in behaviour of a scrip. In both instances I have the following scrip applied to a queue: Description: on comment admincc Condition: On Comment Action: Notify AdminCcs Template: Admin Comment Stage: TransactionCreate If I comment on a ticket that has an owner in our 3.8.10 instance it does not send emails to the queue AdminCcs (if I do it as root the scrip is listed along with all the email addresses, but the checkboxes are empty). However, doing the same thing in my 4.2.3 instance does send mail to the queue adminCcs (again the script and email addresses are listed, but this time the checkboxes are checked). Reading through the documentation I think the 4.2.3 way is actually what is meant to happen (but not what we want). Any ideas? Have I done something wrong in my upgrade? Thanks in advance, Rich From Cditri at experi-metal.com Tue Mar 18 12:02:14 2014 From: Cditri at experi-metal.com (Chris Ditri) Date: Tue, 18 Mar 2014 12:02:14 -0400 Subject: [rt-users] Requestor Dashboard Message-ID: <7BF6DCFB1012D143BD30A064DACECCE18F55C201F4@emi-exsrv01.experi-metal.com> Hi, I'm new to RT. I have it installed on a Debian Squeeze system, and it seems to be working (I'm using 4.0.2 which is stable in Squeeze). I have my RT setup to authenticate against AD. My plan is that all technicians will have local accounts in RT, and all the end-users will fall-back to AD. External Authentication seems to be working, so I think I'm well on my way in this regard. What I'm trying to do is set up a very simple interface for our end-users. When they log in, I want them to be presented with a dashboard that has a two frames: one the lets them open a ticket (which QuickCreate does), and one that shows them a list of tickets for which they were/are the requestor (so they can follow the progress of their open issues). The latter is what is causing me difficulty. I'm looking for functionality similar to "My Tickets", except I want to search on requestor, not on owner. I have been googling this for some time now (3 days), and I'm not finding any answers. I think this is because there is so much out-dated information out there. Can someone please point me in the right direction here? Thank you. -Chris Christopher Ditri Manager, Information Systems Experi-Metal Inc. 6385 Wall Street Sterling Heights, MI 48312 Phone: (586) 977-7800 Fax: (586) 977-6981 www.experi-metal.com [cid:image002.png at 01CF42A1.E6E726B0] Connnect with Us! [cid:image003.png at 01CF429F.AD50F130] [cid:image004.png at 01CF429F.AD50F130] [cid:image005.png at 01CF429F.AD50F130] ________________________________ DISCLAIMER: This message, including all attachments and/or linked documents, is intended for the exclusive use of the individual or entity to which it is addressed and may contain privileged, proprietary and confidential information. You are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited without permission from the author. This notice serves as a confidentiality marking for the purpose of any confidentiality or nondisclosure agreement. If this message has been received in error, please destroy the original message and all copies without reading it and notify Experi-Metal Inc. immediately via telephone at (586) 977-7800. WARNING: This document may contain technical data whose export is restricted by the Arms Export Control Act (Title 22 U.S.C. 2751, et seq.) International Traffic in Arms Regulations (ITAR). Disclosure of any technical data to foreign persons without prior U.S. Government authorization is strictly prohibited. Violations of these laws and regulations are subject to severe criminal penalties. Thank you very much for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 981 bytes Desc: image003.png URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Rich From training at bestpractical.com Tue Mar 18 14:24:50 2014 From: training at bestpractical.com (Talena Gandy) Date: Tue, 18 Mar 2014 14:24:50 -0400 Subject: [rt-users] [rt-announce] Join us for our Q2 Request Tracker Training in Dallas! Message-ID: <298F0DE0-4F2E-4BC5-A975-4DECB84A4FC4@bestpractical.com> Hello! Best Practical is pleased to announce our second Request Tracker training for 2014! We will be in Dallas, Texas on May 20-21. We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make Dallas, we will have upcoming sessions later this year in Boston, MA and Los Angeles, CA. Please let us know if you have a suggestion for a future location by dropping us a line at training at bestpractical.com! This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT. For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided). If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: If you want to attend both days or a single day Full names and email addresses of attendees Please contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. Thanks for your support of Request Tracker! -The BPS Team -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From falcone at bestpractical.com Tue Mar 18 15:14:09 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Mar 2014 19:14:09 +0000 Subject: [rt-users] Requestor Dashboard In-Reply-To: <7BF6DCFB1012D143BD30A064DACECCE18F55C201F4@emi-exsrv01.experi-metal.com> References: <7BF6DCFB1012D143BD30A064DACECCE18F55C201F4@emi-exsrv01.experi-metal.com> Message-ID: <20140318191409.GI33375@jibsheet.com> On Tue, Mar 18, 2014 at 12:02:14PM -0400, Chris Ditri wrote: > I'm new to RT. I have it installed on a Debian Squeeze system, and it seems to be working > (I'm using 4.0.2 which is stable in Squeeze). I didn't even know request-tracker4 was available in Squeeze. When you come up to Wheezy, 4.0.19 is available in backports (and 4.2 is being tested). > What I'm trying to do is set up a very simple interface for our end-users. When they log in, > I want them to be presented with a dashboard that has a two frames: one the lets them open a > ticket (which QuickCreate does), and one that shows them a list of tickets for which they > were/are the requestor (so they can follow the progress of their open issues). > > The latter is what is causing me difficulty. I'm looking for functionality similar to "My > Tickets", except I want to search on requestor, not on owner. Use the Query Builder's Advanced option to create a search like this: Requestor = '__CurrentUser__' Edit as needed to add queues/status/other limits Save it and stuff it into the default homepage. -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 Mar 18 15:16:44 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Mar 2014 19:16:44 +0000 Subject: [rt-users] Module compatibility with RT 4.0 & 4.2 In-Reply-To: References: Message-ID: <20140318191644.GJ33375@jibsheet.com> On Fri, Mar 14, 2014 at 04:55:58PM +0100, Maciej Dobrzanski wrote: > I was wondering if there was any way to make modules compatible with > both 4.0 and 4.2. Specifically, I'm wondering how to deal with > 'static' directory, which is not supported in 4.0. Do I have to > maintain two separate modules for each RT version, keep two copies of > all static content in both statis and NoAuth, or is there some other > way I'm missing? The current head of Module-Install-RTx.git on github has a somewhat tested possible solution to alleviate it. Once it's been better tested, it'll be released as 0.33_01 for further testing. Feedback saying that it works or doesn't work to the rt.cpan.org bug queue for that module would be helpful. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jblaine at kickflop.net Tue Mar 18 15:55:18 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 18 Mar 2014 15:55:18 -0400 Subject: [rt-users] Callback with no TicketObject arg, guidance needed Message-ID: <5328A4A6.2090204@kickflop.net> Using RT 4.2.3 Hi all, This callback in share/html/Elements/EditCustomFields does not pass $TicketObj (and it could, but was ommitted, perhaps on purpose?): <%INIT> ... $m->callback( %ARGS, CallbackName => 'MassageCustomFields', CustomFields => $CustomFields ); ... In my MassageCustomFields callback code (per above), I am trying to determine if a certain CF has a value of /no/i Given the arguments available to me in the callback, I am not sure how to do that. All of my work in the past has involved method calls on $TicketObj. Debug-printing the contents of %ARGS from inside the MassageCustomFields callback, I see that ARGS{'Object'} = 'RT::Ticket=HASH(0x7f0b5b540db8) Just use that as my $TicketObj? Is that sane/safe? Additionally, if my intention is to ultimately use MassageCustomFields to modify $CustomFields, isn't that going to fail due to the callback not being passed a hash _reference_ ? From balint.bekeny at docca.hu Wed Mar 19 03:13:15 2014 From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=) Date: Wed, 19 Mar 2014 08:13:15 +0100 Subject: [rt-users] New UX for RT: REST 2.0, json, and what? In-Reply-To: References: <1394652804.20194.30.camel@umgah.localdomain> Message-ID: Hi All, We try to use the RTx-REST v2 plugin. We modified the source of RT 4.2 with the following: https://github.com/bestpractical/rt/compare/4.2;support-rest-v2 then installed the plugin and tried to use the REST interface with curl, but we got "internal server error" message. In the error log we have: [error] [client 1.2.3.4] You must pass in a resource for this Web::Machine at /usr/local/share/perl/5.14.2/Web/Machine.pm line 29.\n\tWeb::Machine::new('Web::Machine', 'resource', 'RTx::REST::Resource::Queue') called at /opt/rt4/local/plugins/RTx-REST/lib/RTx/REST.pm line 176\n\tRTx::REST::resource('Queue') called at /opt/rt4/local/plugins/RTx-REST/lib/RTx/REST.pm ... then [error] [client 1.2.3.4] Attempt to reload RTx/REST/Resource/Queue.pm aborted.\nCompilation failed in require at /usr/local/share/perl/5.14.2/Module/Runtime.pm line 317.\n Could you give us a short hint how to get through this problem? Thanks, Bekeny On Thu, Mar 13, 2014 at 9:16 AM, wrote: > Hello Alex, > Thank you for all the infos. So: > - we would join improving REST 2.0 (rtx-rest), > - we would develope an angularjs (or backbone.js) client. > > I hope our work would be useful for all the RT community. > > > > Hello Community, > If anyone has angularJS or backbone.js competency and could join us (any > way), just let us know please. > > Thanks, > > ?kos > > > > On Wed, Mar 12, 2014 at 8:33 PM, Alex Vandiver wrote: > >> On Thu, 2014-03-06 at 17:21 +0100, akos.torok at docca.hu wrote: >> > This is some kind of request for comment. Please, feel free to give us >> > advice, support, ideas. If you have similar effort, if you know any >> > solution that makes this problems causeless, let us know please! >> >> Best Practical is always interested in contributions from the community >> which improve the product. As it happens, our focus for RT 4.4 is >> planned to include a concentration on the UI, as well as a rewrite of >> the REST API. >> >> For RT 4.2, we held to our previous restrictions that the entirety of >> the UI needed to be accessible to users without JS enabled. With >> JS-based UIs sufficiently prevalent now, it is our intent with RT 4.4 >> that JS will be a required part of the UI. >> >> That being said, we do not intend to write the entirety of the UI in JS, >> as a thin wrapper around back-end APIs. Such a rewrite would be >> extremely time-intensive, and unlikely to be able to duplicate all of >> the features of the current server-side templating solution. >> >> However, we're quite interested in improving the REST API. The 1.0 REST >> API was written well before the advent of JSON, and indeed before the >> concept of "REST APIs" had begun to be commonplace -- as such, it has a >> number of very odd design decisions that hinder extensibility. Because >> of this, we are uninterested in expanding on it, but are more focused on >> providing a new implementation which is based on modern assumptions of >> how REST APIs should function. >> >> We currently have an initial sketch of a REST 2.0 already partially >> completed, with the aim to release it as an extension for RT 4.2, in >> core in RT 4.4, and remove REST 1.0 thereafter. It is now published at >> https://github.com/bestpractical/rtx-rest -- it also requires the RT >> branch https://github.com/bestpractical/rt/tree/4.2/support-rest-v2 >> >> Bear in mind that this is highly experimental; we do _not_ suggest its >> use apart from developers working on it. It is in no way >> production-ready. As we are aware it is lacking in features, pull >> requests or patches welcome; simple bug reports are not helpful at this >> juncture. >> >> - Alex >> >> >> >> -- >> RT Training London, March 19-20 and Dallas May 20-21 >> http://bestpractical.com/training >> > > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Mar 19 10:15:44 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 19 Mar 2014 10:15:44 -0400 Subject: [rt-users] Callback with no TicketObject arg, guidance needed In-Reply-To: <5328A4A6.2090204@kickflop.net> References: <5328A4A6.2090204@kickflop.net> Message-ID: <1395238544.23484.71.camel@umgah.localdomain> On Tue, 2014-03-18 at 15:55 -0400, Jeff Blaine wrote: > This callback in share/html/Elements/EditCustomFields does not pass > $TicketObj (and it could, but was ommitted, perhaps on purpose?): > > <%INIT> > ... > $m->callback( %ARGS, CallbackName => 'MassageCustomFields', > CustomFields => $CustomFields ); > ... > > > In my MassageCustomFields callback code (per above), I am trying to > determine if a certain CF has a value of /no/i > > Given the arguments available to me in the callback, I am not sure how > to do that. All of my work in the past has involved method calls on > $TicketObj. > > Debug-printing the contents of %ARGS from inside the MassageCustomFields > callback, I see that ARGS{'Object'} = 'RT::Ticket=HASH(0x7f0b5b540db8) > > Just use that as my $TicketObj? Is that sane/safe? Yes -- ish. Note that custom fields can exist on things that aren't tickets, and Elements/EditCustomFields is also used for them. All that's promised is that $Object ISA RT::Record, so you should check $Object->isa("RT::Ticket") before you carry on. > Additionally, if my intention is to ultimately use MassageCustomFields > to modify $CustomFields, isn't that going to fail due to the callback > not being passed a hash _reference_ ? $CustomFields is an object (which are references). So if you modify the object (by calling ->Limit on it, for instance) those changes are preserved in the calling site. You can't say $CustomFields = RT::CustomFields->new(...), but you can $CustomFields->CleanSlate and then re-add arbitrary limits. - Alex From jblaine at kickflop.net Wed Mar 19 11:57:31 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 19 Mar 2014 11:57:31 -0400 Subject: [rt-users] Callback with no TicketObject arg, guidance needed In-Reply-To: <1395238544.23484.71.camel@umgah.localdomain> References: <5328A4A6.2090204@kickflop.net> <1395238544.23484.71.camel@umgah.localdomain> Message-ID: <5329BE6B.8060600@kickflop.net> > Yes -- ish. Note that custom fields can exist on things that aren't > tickets, and Elements/EditCustomFields is also used for them. All > that's promised is that $Object ISA RT::Record, so you should check > $Object->isa("RT::Ticket") before you carry on. Thanks! Follow-up question if I may: How might I exclude fields X, Y, Z from $CustomFields in my callback? I saw in RT-Extension-MandatoryOnTransition some code for INcluding some named fields with 'Limit'. I'm not familiar with Limit (and hopefully its friends). Should I just perldoc these files where 'sub Limit ' is found and start digging around for comprehension? ./lib/RT/Articles.pm ./lib/RT/CustomFieldValues/External.pm ./lib/RT/Tickets.pm ./lib/RT/Links.pm ./lib/RT/Queues.pm ./lib/RT/Users.pm ./lib/RT/SearchBuilder.pm From janniezbedny1887 at gmail.com Wed Mar 19 12:51:01 2014 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Wed, 19 Mar 2014 17:51:01 +0100 Subject: [rt-users] Multiple attachments for unprivileged users? Message-ID: Hi, At this moment unprivilged users making a new ticket by web interface can only add one attachment. Is it possible to change it in such way that they can added a multiple attachments? Regards, Jan -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.garcia_perez at alcatel-lucent.com Wed Mar 19 12:51:10 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Wed, 19 Mar 2014 16:51:10 +0000 Subject: [rt-users] RT IP Modification Message-ID: <777C32BDBE4DEF41BE999E697FBDBD94049F67@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi all, I'm going to change the IP address on the Request Tracker Server Is there any action needed? Any parameter to change? Thanks and Regards Alberto Garc?a P?rez UCM TEAM From jblaine at kickflop.net Wed Mar 19 13:20:03 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 19 Mar 2014 13:20:03 -0400 Subject: [rt-users] RT IP Modification In-Reply-To: <777C32BDBE4DEF41BE999E697FBDBD94049F67@FR711WXCHMBA04.zeu.alcatel-lucent.com> References: <777C32BDBE4DEF41BE999E697FBDBD94049F67@FR711WXCHMBA04.zeu.alcatel-lucent.com> Message-ID: <5329D1C3.8050707@kickflop.net> > I'm going to change the IP address on the Request Tracker Server > Is there any action needed? Any parameter to change? No, not unless you have the IP address hardcoded in RT_SiteConfig.pm for some odd reason. From alexmv at bestpractical.com Wed Mar 19 13:26:49 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 19 Mar 2014 13:26:49 -0400 Subject: [rt-users] Multiple attachments for unprivileged users? In-Reply-To: References: Message-ID: <1395250009.23484.144.camel@umgah.localdomain> On Wed, 2014-03-19 at 17:51 +0100, Jan Niezb?dny wrote: > At this moment unprivilged users making a new ticket by web interface > can only add one attachment. > Is it possible to change it in such way that they can added a multiple > attachments? RT 4.2 includes that functionality. - Alex From alexmv at bestpractical.com Wed Mar 19 13:29:30 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 19 Mar 2014 13:29:30 -0400 Subject: [rt-users] Callback with no TicketObject arg, guidance needed In-Reply-To: <5329BE6B.8060600@kickflop.net> References: <5328A4A6.2090204@kickflop.net> <1395238544.23484.71.camel@umgah.localdomain> <5329BE6B.8060600@kickflop.net> Message-ID: <1395250170.23484.147.camel@umgah.localdomain> On Wed, 2014-03-19 at 11:57 -0400, Jeff Blaine wrote: > Follow-up question if I may: > > How might I exclude fields X, Y, Z from $CustomFields in my callback? # Repeat for each name to exclude: $CustomFields->Limit( FIELD => 'Name', OPERATOR => '!=', VALUE => 'SomeNameToExclude', ENTRYAGGREGATOR => 'AND', ); > I'm not familiar with Limit (and hopefully its friends). > > Should I just perldoc these files where 'sub Limit ' is found and start > digging around for comprehension? Limit comes from DBIx::SearchBuilder - https://metacpan.org/pod/DBIx::SearchBuilder#Limit - Alex From jderossett at infifthgear.com Wed Mar 19 16:29:02 2014 From: jderossett at infifthgear.com (jderossett) Date: Wed, 19 Mar 2014 13:29:02 -0700 (PDT) Subject: [rt-users] My Reminders and Custom Lifecycle Statuses Message-ID: <1395260942506-56990.post@n7.nabble.com> We are running version 4.2.2 and we are using a custom Lifecycle for all of our queues. All of the statuses on the lifecycle are custom and we seem to be having an issue with the "My Reminders" content on the dashboard. We are able to add reminders to tickets but they will not show up in the "My Reminders" section of the dashboard. I think this is related to the status because I created a reminder on a ticket in a queue with the default Lifecycle and the reminder shows up as expected. I know there is a query that runs "My Reminders" but I cannot find where I can change it, does anyone have any ideas? I could even use a custom search if I had the correct query. -- View this message in context: http://requesttracker.8502.n7.nabble.com/My-Reminders-and-Custom-Lifecycle-Statuses-tp56990.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Cditri at experi-metal.com Wed Mar 19 12:51:42 2014 From: Cditri at experi-metal.com (Chris Ditri) Date: Wed, 19 Mar 2014 12:51:42 -0400 Subject: [rt-users] Automatically Set "Let this user be granted rights" Message-ID: <7BF6DCFB1012D143BD30A064DACECCE18F55C20552@emi-exsrv01.experi-metal.com> Hello, I am using RT 4.0.2, which is stable in Debian Squeeze. I have external auth set to authenticate against AD. The problem I'm running into is that people who are logging in with AD accounts do not have the "Let this user be granted rights" box automatically checked, and therefore, they are not getting the permissions that I have set to the everyone group. I have set up the everyone group as per the docs so that they should be able create tickets and to search for tickets for which they are the requestor. As it stands right now, AD users login, and they cannot do either (can't do anything, really). In order to check this box, an AD user must first login. We have many end-users working 24/7 on 5 different shifts, there is no way to coordinate this, so I really need the system to just allow an AD user to inherit the permissions of the everyone group upon first login. How can this be achieved? Thank you. -Chris Christopher Ditri Manager, Information Systems Experi-Metal Inc. 6385 Wall Street Sterling Heights, MI 48312 Phone: (586) 977-7800 Fax: (586) 977-6981 www.experi-metal.com [cid:image002.png at 01CF4371.FA218560] Connnect with Us! [cid:image003.png at 01CF436A.2A49D5B0] [cid:image004.png at 01CF436A.2A49D5B0] [cid:image005.png at 01CF436A.2A49D5B0] ________________________________ DISCLAIMER: This message, including all attachments and/or linked documents, is intended for the exclusive use of the individual or entity to which it is addressed and may contain privileged, proprietary and confidential information. You are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited without permission from the author. This notice serves as a confidentiality marking for the purpose of any confidentiality or nondisclosure agreement. If this message has been received in error, please destroy the original message and all copies without reading it and notify Experi-Metal Inc. immediately via telephone at (586) 977-7800. WARNING: This document may contain technical data whose export is restricted by the Arms Export Control Act (Title 22 U.S.C. 2751, et seq.) International Traffic in Arms Regulations (ITAR). Disclosure of any technical data to foreign persons without prior U.S. Government authorization is strictly prohibited. Violations of these laws and regulations are subject to severe criminal penalties. Thank you very much for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 981 bytes Desc: image003.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.png Type: image/png Size: 1225 bytes Desc: image004.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image005.png Type: image/png Size: 1232 bytes Desc: image005.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 18167 bytes Desc: image002.png URL: From mcyclegar at gmail.com Wed Mar 19 22:42:01 2014 From: mcyclegar at gmail.com (Mohammed Cyclegar) Date: Wed, 19 Mar 2014 22:42:01 -0400 Subject: [rt-users] RT 4.2 and AD Authentication. Message-ID: Hello, I have installed RT 4.2.2 on CentOS 6.5 which is working fine without AD. I tested Active Directory Authentication and it worked , but now the authentication is failing with the following error. in rt.log [1165] [Thu Mar 20 01:40:14 2014] [error]: FAILED LOGIN for administrator from 192.168.51.60 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814) in messages Mar 19 21:40:14 rt RT: [1165] FAILED LOGIN for administrator from 192.168.51.60 Tried with changing log to debug but its not dumping any debug logs. Here is my Site Config #Logs Set($LogToSyslog , 'debug'); Set($LogToFile , 'debug'); #debug is very noisy Set($LogDir, '/opt/rt4/var/log/'); Set($LogToFileNamed , "rt.log"); #log to rt.log 'My_LDAP' => { 'type' => 'ldap', 'server' => '192.168.51.48', 'user' => ' rtuser at aaa.bbb.com', 'pass' => 'secret', 'base' => 'cn=users,DC=aaa,DC=bbb, DC=com', 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' #AD Users/Group Import Set($LDAPHost,'ldap://192.168.51.48'); Set($LDAPUser,'rtuser at aaa.bbb.com'); Set($LDAPPassword,'secret'); Set($LDAPBase, 'DC=aaa,DC= bbb, DC=com'); Set($LDAPFilter, '(&(objectclass=person)(!(objectclass=computer)))'); Set($LDAPMapping, {Name => 'uid', # required EmailAddress => 'mail', RealName => 'cn', WorkPhone => 'telephoneNumber', Organization => 'departmentName'}); Set($LDAPGroupBase, ' DC=aaa, DC=bbb, DC=com'); Set($LDAPGroupFilter, '(&(objectclass=group)(!(objectclass=computer)))'); Set($LDAPGroupMapping, {Name => 'cn', Member_Attr => 'member', Member_Attr_Value => 'dn' }); Also i am not able to import users where as groups were imported successfully. I get the following error while running import for users. [1194] [Thu Mar 20 02:06:47 2014] [warning]: No Name or Emailaddress for user, skipping $VAR1 = { 'WorkPhone' => '', 'RealName' => 'Guest', 'Organization' => '', 'Name' => '', 'EmailAddress' => '' }; (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:1524) No Name or Emailaddress for user, skipping $VAR1 = { 'WorkPhone' => '', 'RealName' => 'Guest', 'Organization' => '', 'Name' => '', 'EmailAddress' => '' }; [1194] [Thu Mar 20 02:06:47 2014] [warning]: No Name or Emailaddress for user, skipping $VAR1 = { 'WorkPhone' => '', 'RealName' => 'Administrator', 'Organization' => '', 'Name' => '', 'EmailAddress' => '' }; (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:1524) No Name or Emailaddress for user, skipping $VAR1 = { 'WorkPhone' => '', 'RealName' => 'Administrator', 'Organization' => '', 'Name' => '', 'EmailAddress' => '' }; [1194] [Thu Mar 20 02:06:47 2014] [warning]: No Name or Emailaddress for user, skipping $VAR1 = { 'WorkPhone' => '', 'RealName' => 'Recruiter1', 'Organization' => '', 'Name' => '', 'EmailAddress' => '' }; (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:1524) No Name or Emailaddress for user, skipping $VAR1 = { 'WorkPhone' => '', 'RealName' => 'Recruiter1', 'Organization' => '', 'Name' => '', 'EmailAddress' => '' }; Probably my LDAP/AD mapping is not correct ,My Active Directory is on Windows Server 2012 . Please help me resolve these 2 issues. Thanks in advance. Mohammed -------------- next part -------------- An HTML attachment was scrubbed... URL: From janniezbedny1887 at gmail.com Thu Mar 20 07:34:44 2014 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Thu, 20 Mar 2014 12:34:44 +0100 Subject: [rt-users] Multiple attachments for unprivileged users? In-Reply-To: <1395250009.23484.144.camel@umgah.localdomain> References: <1395250009.23484.144.camel@umgah.localdomain> Message-ID: It works but only when unpriviliged user make new ticket by sending email. It's realy impossible to add button "Add more files" for unprivileged users in RT v4.0.4 because at this moment i can't upgrade RT to v4.2 P.S. Alex sorry for sending answer for your mailbox Regards, Jan 2014-03-19 18:26 GMT+01:00 Alex Vandiver : > On Wed, 2014-03-19 at 17:51 +0100, Jan Niezb?dny wrote: > > At this moment unprivilged users making a new ticket by web interface > > can only add one attachment. > > Is it possible to change it in such way that they can added a multiple > > attachments? > > RT 4.2 includes that functionality. > - Alex > > > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Mar 20 09:46:39 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 20 Mar 2014 09:46:39 -0400 Subject: [rt-users] Multiple attachments for unprivileged users? In-Reply-To: References: <1395250009.23484.144.camel@umgah.localdomain> Message-ID: <1395323199.7109.3.camel@umgah.localdomain> On Thu, 2014-03-20 at 11:31 +0100, Jan Niezb?dny wrote: > [snip] Keep replies on-list. > It works but only when unpriviliged user make new ticket by sending > email. > > It's realy impossible to add button "Add more files" for unprivileged > users in RT v4.0.4 because at this moment i can't upgrade RT to v4.2 Apparently I mis-spoke, and it's in 4.0.12 and above as well. If you're still running 4.0.4, we strongly recommend upgrading, as there have been three security releases since 4.0.4. As always, upgrading within a stable series is always meant to be mostly painless: http://bestpractical.com/rt/release-policy.html - Alex From jblaine at kickflop.net Thu Mar 20 17:28:06 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 20 Mar 2014 17:28:06 -0400 Subject: [rt-users] Callback with no TicketObject arg, guidance needed In-Reply-To: <1395250170.23484.147.camel@umgah.localdomain> References: <5328A4A6.2090204@kickflop.net> <1395238544.23484.71.camel@umgah.localdomain> <5329BE6B.8060600@kickflop.net> <1395250170.23484.147.camel@umgah.localdomain> Message-ID: <532B5D66.1020102@kickflop.net> Alex, thanks again. I promise to write up what I've learned in the last week (wiki). I've hit another wall. While I can prove that the callback I am using is in the right spot and is called... The following Limit() IS working for Modify.html hits (EditCustomFields). That is, hide certain fields for editing when a control flag (CF) is set a certain way. The following Limit() is NOT working for *Display.html* (ShowCustomFields) hits. That is, hide certain fields from display when a control flag (CF) is set a certain way. The problem is, they are still showing when the control flag is set to not show them. The code in both callback files is the same. >> How might I exclude fields X, Y, Z from $CustomFields in my callback? > > # Repeat for each name to exclude: > $CustomFields->Limit( > FIELD => 'Name', > OPERATOR => '!=', > VALUE => 'SomeNameToExclude', > ENTRYAGGREGATOR => 'AND', > ); Here is local/html/Elements/ShowCustomFields/MassageCustomFields (right spot?) with comments relevant here: <%args> $CustomFields => undef $ARGS => undef $Object => undef <%init> #------------------------------------------------------------------ # NOTE: If I enable these 4 short-circuit lines, Display.html does # in fact only show the 'Scope' custom field as a control/test. # So a) the callback location seems correct and b) it proves we can # at least control the contents of $CustomFields. # # $CustomFields->Limit(FIELD => 'Name', OPERATOR => '=', # VALUE => 'Scope', ENTRYAGGREGATOR => 'AND', # CASESENSITIVE => 0); # return; #------------------------------------------------------------------ my $ticket = $ARGS{'Object'}; # The fields to hide unless 'Noteworthy = Yes' my @childfields = ("Details", "Response", "Total emails"); # Default to showing all fields in @childfields my $showchildren = 1; # Determine whether to show child fields or not while (my $cf = $CustomFields->Next) { my $nam = $cf->Name; my $val = $ticket->FirstCustomFieldValue($nam); if ($nam =~ /^noteworthy$/i and $val !~ /^yes$/i) { $showchildren = 0; last; } } if (! $showchildren) { # In theory, this should exclude all fields in @childfields $CustomFields->Limit(FIELD => 'Name', OPERATOR => '!=', VALUE => '$_', ENTRYAGGREGATOR => 'AND', CASESENSITIVE => 0) for (@childfields); } %# EOF From alexmv at bestpractical.com Thu Mar 20 17:40:06 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 20 Mar 2014 17:40:06 -0400 Subject: [rt-users] Callback with no TicketObject arg, guidance needed In-Reply-To: <532B5D66.1020102@kickflop.net> References: <5328A4A6.2090204@kickflop.net> <1395238544.23484.71.camel@umgah.localdomain> <5329BE6B.8060600@kickflop.net> <1395250170.23484.147.camel@umgah.localdomain> <532B5D66.1020102@kickflop.net> Message-ID: <1395351606.7109.46.camel@umgah.localdomain> On Thu, 2014-03-20 at 17:28 -0400, Jeff Blaine wrote: > if (! $showchildren) { > # In theory, this should exclude all fields in @childfields > $CustomFields->Limit(FIELD => 'Name', OPERATOR => '!=', VALUE => > '$_', ENTRYAGGREGATOR => 'AND', CASESENSITIVE => 0) for (@childfields); > } Perl only interpolates variables in double quotes, not single quotes. You want ? VALUE => "$_" ? or ? VALUE => $_ ? not ? VALUE => '$_' ? - Alex From janniezbedny1887 at gmail.com Fri Mar 21 05:56:51 2014 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Fri, 21 Mar 2014 10:56:51 +0100 Subject: [rt-users] Multiple attachments for unprivileged users? In-Reply-To: <1395323199.7109.3.camel@umgah.localdomain> References: <1395250009.23484.144.camel@umgah.localdomain> <1395323199.7109.3.camel@umgah.localdomain> Message-ID: In RT v4.0.12 and above. You said about this bugfixe? Bugfixes * Fix Attach more files button in Self Service. But why unprivileged user can send a multiple attachment by mail box? I understand that sending several attachments from the mailbox works even for the unprivileged user but it's just not added to the user interface, right? Regards, Jan 2014-03-20 14:46 GMT+01:00 Alex Vandiver : > On Thu, 2014-03-20 at 11:31 +0100, Jan Niezb?dny wrote: > > [snip] > > Keep replies on-list. > > > It works but only when unpriviliged user make new ticket by sending > > email. > > > > It's realy impossible to add button "Add more files" for unprivileged > > users in RT v4.0.4 because at this moment i can't upgrade RT to v4.2 > > Apparently I mis-spoke, and it's in 4.0.12 and above as well. If you're > still running 4.0.4, we strongly recommend upgrading, as there have been > three security releases since 4.0.4. As always, upgrading within a > stable series is always meant to be mostly painless: > http://bestpractical.com/rt/release-policy.html > > - Alex > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kl at vsen.dk Fri Mar 21 08:15:01 2014 From: kl at vsen.dk (Klavs Klavsen) Date: Fri, 21 Mar 2014 13:15:01 +0100 Subject: [rt-users] RT::Extension::QuickUpdate install not working Message-ID: <532C2D45.8080207@vsen.dk> Hi guys, I'm trying to install RT::Extension::QuickUpdate on RT 4.0.4. I've got another plugin installed RT::Authen::ExternalAuth - which works fine. I've added RT::Extension::QuickUpdate to @plugins - and it is listed under tools configuration.. It does not create any folder under /var/cache/request-tracker4/mason_data/obj/1972688873/ - where my other plugin has a folder.. I have removed mason_data and let RT request it upon restart - just to be sure it was cleared. The install of the module gave me these files: RT-Extension-QuickUpdate/ RT-Extension-QuickUpdate/html RT-Extension-QuickUpdate/html/Ticket RT-Extension-QuickUpdate/html/Ticket/Elements RT-Extension-QuickUpdate/html/Ticket/Elements/QuickUpdate RT-Extension-QuickUpdate/html/Callbacks RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary/RightColumnTop RT-Extension-QuickUpdate/lib RT-Extension-QuickUpdate/lib/RT RT-Extension-QuickUpdate/lib/RT/Extension RT-Extension-QuickUpdate/lib/RT/Extension/QuickUpdate.pm under plugins. I hope you can give me some hints, as to what to try next. -- Regards, Klavs Klavsen, GSEC - kl at vsen.dk - http://www.vsen.dk - Tlf. 61281200 "Those who do not understand Unix are condemned to reinvent it, poorly." --Henry Spencer From scott.dalzell at aveva.com Fri Mar 21 12:34:43 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Fri, 21 Mar 2014 09:34:43 -0700 (PDT) Subject: [rt-users] custom condition when requestor replies/comments to ticket Message-ID: <1395419683030-57000.post@n7.nabble.com> I am looking to create a custom condition that will be triggered if the requestor of a ticket replies or comments on the ticket after it has been created this is to be used on Several of our queues so the group responsable for the queue can be notified to respond. This is important as the the members of the groups drop in and out of the office so getting a notification would help them all be aware of updates on tickets they may have to pick up -- View this message in context: http://requesttracker.8502.n7.nabble.com/custom-condition-when-requestor-replies-comments-to-ticket-tp57000.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dominic.hargreaves at it.ox.ac.uk Sun Mar 23 09:36:41 2014 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Sun, 23 Mar 2014 13:36:41 +0000 Subject: [rt-users] RT 4.2 packages in Debian experimental; RT debian users in general Message-ID: <20140323133641.GA9599@stranger-here-myself.oucs.ox.ac.uk> Hi all, I meant to send this round a while ago but evidently forgot. RT 4.2 has been in Debian experimental for a few weeks and I'm looking for testers and general feedback, especially if you are familar with RT in Debian already. Please bear in mind that experimental means experimental, and although I think the packages are close to being ready, they still might eat your data. I'm especially interested in hearing how upgrades (in test environments) from your RT 4.0 installs work out. I'm also interested in hearing about people who are using RT from wheezy-backports; in particular whether you would be interested in RT 4.2 appearing there soon, or whether you would want to stick with RT 4.0. This might affect how we manage the release of RT4.2 into the world. The most likely scenario is that RT 4.2 is released as request-tracker4, as per the experimental packages, which somewhat cuts of the maintenance path for RT 4.0 in wheezy-backports - but we could look at providing a separate semi-official repository for people who want to RT 4.0. If you send feedback to the list, please copy me in at dom at debian.org. Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From alberto.garcia_perez at alcatel-lucent.com Mon Mar 24 06:27:26 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Mon, 24 Mar 2014 10:27:26 +0000 Subject: [rt-users] Internal Error Updating the Ticket Status Message-ID: <777C32BDBE4DEF41BE999E697FBDBD9404A222@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi, After the upgrade to RT 4.0.4, When I try to close, resolve, reject, etc.. an open ticket RT displays the following error: "An internal RT error has occurred. Your administrator can find more details in RT's log files" Where can I find the details? How can I resolve this issue? Thanks and Regards Alberto Garc?a P?rez From jaris.macek at seznam.cz Mon Mar 24 09:31:51 2014 From: jaris.macek at seznam.cz (Jaroslav Macek) Date: Mon, 24 Mar 2014 14:31:51 +0100 Subject: [rt-users] Problem how to display timetaken in czech language In-Reply-To: <53303330.4060804@ceosdata.com> References: <53303330.4060804@ceosdata.com> Message-ID: <533033C7.7090105@seznam.cz> I change my version of RT from version 4.0.13 to 4.2.3. Time left stopped showing number of minutes if I change setting (in menu About me) a language from English to Czech. If language is English or French it work correctly. Should I change something in my RT_Siteconfig? Jaris From Jim.Tambling at datatote.co.uk Mon Mar 24 09:31:58 2014 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Mon, 24 Mar 2014 13:31:58 -0000 Subject: [rt-users] 3.8.2 to 4.2.3 Upgrade Message-ID: Hi I am planning to upgrade our RT instance and move it to a virtual machine. As I want to keep RT downtime to a minimum, I plan to install RT 3.8.2 on the new VM, import the database and settings from the current instance and then proceed with the upgrade. Is this the best way to do it? Can you guys offer any suggestions? Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Mar 24 09:43:44 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Mar 2014 14:43:44 +0100 Subject: [rt-users] 3.8.2 to 4.2.3 Upgrade In-Reply-To: References: Message-ID: <20140324134343.GB5552@easter-eggs.com> On Mon, Mar 24, 2014 at 01:31:58PM -0000, Jim Tambling wrote: > Hi > > ? > > I am planning to upgrade our RT instance and move it to a virtual machine. > As I want to keep RT downtime to a minimum, I plan to install RT 3.8.2 on > the new VM, import the database and settings from the current instance and > then proceed with the upgrade. Is this the best way to do it? Can you guys > offer any suggestions? > the way I do: - setup a new VM (often 3.8 RT instances are running on old OS ;)) - install stock RT 4.2.3 - apply back your patch, plugins, ... - import current DB, measure time needed - run upgrade, measure time needed - test - if everything is ok, plan the real upgrade: - stop mail/http on prod server - dump/restore on new server - run upgrade - start mail/http on new server - test - play with dns/ip to make the new server be the production one this way you can safely do the upgrade, test, and now exactly the downtime to plan. -- 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 ymarinov at neterra.net Mon Mar 24 10:29:12 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 24 Mar 2014 16:29:12 +0200 Subject: [rt-users] 3.8.2 to 4.2.3 Upgrade In-Reply-To: References: Message-ID: <53304138.2090109@neterra.net> We've done it like this: - install fresh RT version same as the production one - import the database from the current production - run and update prior to the last version of RT - once we've tested that everything is fine, started the update procedure in the production RT There some specific steps that you should follow (for example when you dump your current database don't forget to use --default-character-set=binary) but i'm sure you've read whole documentation already ;) Happy hunting, and good luck upgrading. On 03/24/2014 03:31 PM, Jim Tambling wrote: > > Hi > > I am planning to upgrade our RT instance and move it to a virtual > machine. As I want to keep RT downtime to a minimum, I plan to install > RT 3.8.2 on the new VM, import the database and settings from the > current instance and then proceed with the upgrade. Is this the best > way to do it? Can you guys offer any suggestions? > > Regards, Jim > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Cditri at experi-metal.com Mon Mar 24 10:36:13 2014 From: Cditri at experi-metal.com (Chris Ditri) Date: Mon, 24 Mar 2014 10:36:13 -0400 Subject: [rt-users] Automatically Set "Let this user be granted rights" In-Reply-To: <666A663D6FC1A341A7DC24F236265B4186ADC521@JUPITER.qms.n-yorks.sch.uk> References: <7BF6DCFB1012D143BD30A064DACECCE18F55C20552@emi-exsrv01.experi-metal.com> <666A663D6FC1A341A7DC24F236265B4186ADC521@JUPITER.qms.n-yorks.sch.uk> Message-ID: <7BF6DCFB1012D143BD30A064DACECCE18F55D7B9B2@emi-exsrv01.experi-metal.com> Hi Jon, Thank you for that. I see what this is doing... a little different than I was thinking, but it sounds like it will work for me. I did not see a package for debian wheezy to install this (I know I said squeeze... my mistake!). So I installed using CPAN, though I am no perl guru by any stretch. I think it is because of this that I'm running into the following error. This is what happens when I run: /usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport --debug Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl .) at /usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport line 28. BEGIN failed--compilation aborted at /usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport line 28. So I try to force the path by doing: PERL5LIB=/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/ /usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport -debug Which doesn't work any better. Any idea on how to fix this? Thank you. -Chris ________________________________ DISCLAIMER: This message, including all attachments and/or linked documents, is intended for the exclusive use of the individual or entity to which it is addressed and may contain privileged, proprietary and confidential information. You are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited without permission from the author. This notice serves as a confidentiality marking for the purpose of any confidentiality or nondisclosure agreement. If this message has been received in error, please destroy the original message and all copies without reading it and notify Experi-Metal Inc. immediately via telephone at (586) 977-7800. WARNING: This document may contain technical data whose export is restricted by the Arms Export Control Act (Title 22 U.S.C. 2751, et seq.) International Traffic in Arms Regulations (ITAR). Disclosure of any technical data to foreign persons without prior U.S. Government authorization is strictly prohibited. Violations of these laws and regulations are subject to severe criminal penalties. Thank you very much for your cooperation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Mar 24 16:48:01 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 24 Mar 2014 20:48:01 +0000 Subject: [rt-users] Need help with Error Message Message-ID: <6655f52e2c954f80bddf791e586a9f62@BLUPR05MB788.namprd05.prod.outlook.com> When replying from the transaction section of a ticket we get the following exception thrown in the error log. [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:33 2014] [debug]: Rendering attachment #195912 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [18940] [Mon Mar 24 20:43:34 2014] [debug]: Rendering attachment #199136 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [18940] [Mon Mar 24 20:43:36 2014] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm line 211. (/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:211) [18940] [Mon Mar 24 20:43:36 2014] [error]: Can't call method "content" on an undefined value at /usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm line 217. Stack: [/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:217] [/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:101] [/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:83] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777] [/opt/rt4/sbin/../lib/RT/Transaction.pm:348] [/opt/rt4/share/html/Elements/MessageBox:60] [/opt/rt4/share/html/Ticket/Update.html:178] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Ticket/Update.html:185] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Mar 24 17:28:42 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 24 Mar 2014 17:28:42 -0400 Subject: [rt-users] Need help with Error Message In-Reply-To: <6655f52e2c954f80bddf791e586a9f62@BLUPR05MB788.namprd05.prod.outlook.com> References: <6655f52e2c954f80bddf791e586a9f62@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <1395696522.9887.0.camel@umgah.localdomain> On Mon, 2014-03-24 at 20:48 +0000, Bryon Baker wrote: > When replying from the transaction section of a ticket we get the > following exception thrown in the error log. [snip] This was fixed in RT 4.2.2. The error will still occur in your logs, and the outgoing email will not have a text/plain part, but the mail will at least be sent -- unlike in 4.2.0 and 4.2.1. - Alex From hescobar at afslc.com Mon Mar 24 17:40:35 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Mon, 24 Mar 2014 17:40:35 -0400 Subject: [rt-users] MakeClicky callback issue Message-ID: Hi there: I've been writing some customization for makeclicky. We need to process our own 'link type' Everything works fine if I add the new code as a customized component in $RT/local/html/Elements/MakeClicky However, I would like to use the hook/callback but so far it has been ignored by RT I've tried the following places/names: $RT/local/html/Callbacks/Elements/MakeClicky $RT/local/html/Callbacks/SomeDir/Elements/MakeClicky (and many others ...) I'm almost sure it's a file name/location issue but nothing I've tried seems to work Thanks in advance -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: From jblaine at kickflop.net Mon Mar 24 20:59:21 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 24 Mar 2014 20:59:21 -0400 Subject: [rt-users] Posted: Toggle CFs' display based on a "control" field's value Message-ID: <5330D4E9.3000309@kickflop.net> See: http://requesttracker.wikia.com/wiki/ToggleCFs "We had a need to show/hide custom fields depending on the value chosen for a certain "control" field. That is, if the control field had a certain value, we wanted to show a certain set of custom fields for editing and display. If the control field did not have that value, we wanted to hide those custom fields entirely. This could probably have been done easier in Javascript, but nobody on our team knows Javascript." From phatbuckett at gmail.com Tue Mar 25 01:57:46 2014 From: phatbuckett at gmail.com (Darren Spruell) Date: Mon, 24 Mar 2014 22:57:46 -0700 Subject: [rt-users] ARF report parsing/handling - DMARC reports Message-ID: Greetings, Have recently set up capability to receive DMARC aggregate reports from email providers and I believe they are delivered as zip'd ARF XML documents. Noticed the following blurb on RTIR features: "we've written custom parsers to handle DMCA complaints and feedback loop emails conforming to the Abuse Reporting Format (ARF)." Wanted to see if there's any of this code in public distribution at this point, or if anyone that has implemented this in a satisfactory way had anything they could share about their approach. Not sure what the possibilities are for handling reports with automation and finesse, but at the very least I thought it'd be interesting to automate Incident Report creation on receipt. -- Darren Spruell phatbuckett at gmail.com From alberto.garcia_perez at alcatel-lucent.com Tue Mar 25 05:53:59 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Tue, 25 Mar 2014 09:53:59 +0000 Subject: [rt-users] Internal Error Updating the Ticket Status In-Reply-To: <777C32BDBE4DEF41BE999E697FBDBD9404A222@FR711WXCHMBA04.zeu.alcatel-lucent.com> References: <777C32BDBE4DEF41BE999E697FBDBD9404A222@FR711WXCHMBA04.zeu.alcatel-lucent.com> Message-ID: <777C32BDBE4DEF41BE999E697FBDBD9404A345@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi again, RT displays the same error message when I try to Save Changes in the Settings Options Can anyone help me? Thanks Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com UCM TEAM -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de GARCIA PEREZ, Alberto (Alberto)** CTR ** Enviado el: lunes, 24 de marzo de 2014 11:27 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] Internal Error Updating the Ticket Status Hi, After the upgrade to RT 4.0.4, When I try to close, resolve, reject, etc.. an open ticket RT displays the following error: "An internal RT error has occurred. Your administrator can find more details in RT's log files" Where can I find the details? How can I resolve this issue? Thanks and Regards Alberto Garc?a P?rez -- RT Training - Dallas May 20-21 http://bestpractical.com/training From alberto.garcia_perez at alcatel-lucent.com Tue Mar 25 06:34:47 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Tue, 25 Mar 2014 10:34:47 +0000 Subject: [rt-users] Internal Error Updating the Ticket Status In-Reply-To: <777C32BDBE4DEF41BE999E697FBDBD9404A345@FR711WXCHMBA04.zeu.alcatel-lucent.com> References: <777C32BDBE4DEF41BE999E697FBDBD9404A222@FR711WXCHMBA04.zeu.alcatel-lucent.com> <777C32BDBE4DEF41BE999E697FBDBD9404A345@FR711WXCHMBA04.zeu.alcatel-lucent.com> Message-ID: <777C32BDBE4DEF41BE999E697FBDBD9404A35B@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi, It is resolved. Just a permissions issue. The apache user couldn't modify this path: /var/cache/rt Regards Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com UCM TEAM -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de GARCIA PEREZ, Alberto (Alberto)** CTR ** Enviado el: martes, 25 de marzo de 2014 10:54 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] Internal Error Updating the Ticket Status Hi again, RT displays the same error message when I try to Save Changes in the Settings Options Can anyone help me? Thanks Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com UCM TEAM -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de GARCIA PEREZ, Alberto (Alberto)** CTR ** Enviado el: lunes, 24 de marzo de 2014 11:27 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] Internal Error Updating the Ticket Status Hi, After the upgrade to RT 4.0.4, When I try to close, resolve, reject, etc.. an open ticket RT displays the following error: "An internal RT error has occurred. Your administrator can find more details in RT's log files" Where can I find the details? How can I resolve this issue? Thanks and Regards Alberto Garc?a P?rez -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training From wreis at bestpractical.com Tue Mar 25 11:56:05 2014 From: wreis at bestpractical.com (Wallace Reis) Date: Tue, 25 Mar 2014 12:56:05 -0300 Subject: [rt-users] New UX for RT: REST 2.0, json, and what? In-Reply-To: <1394652804.20194.30.camel@umgah.localdomain> References: <1394652804.20194.30.camel@umgah.localdomain> Message-ID: <5331A715.7060002@bestpractical.com> On 12/03/14, 4:33 PM, Alex Vandiver wrote: > It is now published at > https://github.com/bestpractical/rtx-rest -- it also requires the RT > branch https://github.com/bestpractical/rt/tree/4.2/support-rest-v2 FYI, we just merged the required changeset into 4.2-trunk. Cheers, -- Wallace Reis/wreis Software Engineer Best Practical Solutions From alberto.garcia_perez at alcatel-lucent.com Tue Mar 25 12:23:43 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Tue, 25 Mar 2014 16:23:43 +0000 Subject: [rt-users] Bad URL formation after search a ticket References: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140303193913.GN3080@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD94048FB3@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140304200313.GD3076@jibsheet.com> <777C32BDBE4DEF41BE999E697FBDBD940491C1@FR711WXCHMBA04.zeu.alcatel-lucent.com> <20140305205051.GB2911@jibsheet.com> Message-ID: <777C32BDBE4DEF41BE999E697FBDBD9404A3A8@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi! I have just upgrade de RT from 3.6.6 to 4.0.4 I have an issue with the sendmail configuration. I try several tutorial but it doesn?t work for me. Is the easy and best way to send users notifications? How can I configure it? Thanks and Regards Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com From alberto.garcia_perez at alcatel-lucent.com Tue Mar 25 12:24:43 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Tue, 25 Mar 2014 16:24:43 +0000 Subject: [rt-users] Bad sendmail configuration Message-ID: <777C32BDBE4DEF41BE999E697FBDBD9404A3BA@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi! I have just upgrade de RT from 3.6.6 to 4.0.4 I have an issue with the sendmail configuration. I try several tutorial but it doesn?t work for me. Is the easy and best way to send users notifications? How can I configure it? Thanks and Regards ***Sorry for the last email. The Subject wasn't correct. Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com From bbaker at copesan.com Tue Mar 25 14:35:20 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 25 Mar 2014 18:35:20 +0000 Subject: [rt-users] Running scrips Message-ID: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> Need help figuring out how scrips fire. I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip "3A Retrieve Items from RapidTrax" depends on the previous scrips to change CF I have the "3A Retrieve Items from RapidTrax" outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. Is there a timer that I need to set to wait for? Is there a commit command I need to use? 54 2A Update Custom Fields Emails from Scalert On Create Update CF for Scalert Blank Enabled [Up] [Down] 83 2A Update Custom Fields for Big Lots On Create Update CF for BigLots Blank Enabled [Up] [Down] 16 2A Update Custom Fields for Emails From Tjx On Create Update CF for Tjx Blank Enabled [Up] [Down] 38 2A Update Custom Fields for Family Dollar On Create Update CF for SmsAssist Blank Enabled [Up] [Down] 91 2A Update Custom Fields for Gnc On Create Update CF for GNC Blank Enabled [Up] [Down] 17 2A Update Custom Fields for Home Depot On Create Update CF for RusComp Blank Enabled [Up] [Down] 92 2A Update Custom Fields for Jack In The Box On Create Update CF for Corrigo Blank Enabled [Up] [Down] 56 2A Update Custom Fields for Message from Spectrum On Create Update CF for Spectrum Blank Enabled [Up] [Down] 94 2A Update Custom Fields for Nhaschools On Create Update CF for Nhaschools Blank Enabled [Up] [Down] 93 2A Update Custom Fields for Party City On Create Update CF for fmpilot2 Blank Enabled [Up] [Down] 29 2A Update Custom Fields for Ross Dress For Less On Create Update CF for Ros Blank Enabled [Up] [Down] 14 2A Update Custom Fields for Starbucks Corporation On Create Update CF for Starbucks Blank Enabled [Up] [Down] 13 2A Update Custom Fields for Target Corporation On Create Update CF for Target Blank Enabled [Up] [Down] 15 2A Update Custom Fields for Walgreens On Create Update CF for Cbre Blank Enabled [Up] [Down] 100 2A Update CF for Service Change On Create Update CF for Service Change Blank Enabled [Up] [Down] 40 3B Change Priority On Create User Defined Blank Enabled [Up] [Down] 35 4A Assign Ticket on Create CSR. On Create User Defined Blank Enabled [Up] [Down] 73 4B Change Queue when Assigned On Owner Change User Defined Blank Enabled [Up] [Down] 99 3A Retrieve Items from RapidTrax On Create Retrive RapidTrax Data Blank Enabled [Up] [Down] Bottom of Form Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Mar 25 15:12:03 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 25 Mar 2014 19:12:03 +0000 Subject: [rt-users] Running scrips In-Reply-To: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> References: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Is there a way to force a scrip to commit immediately? Or have the last scrip prepare after the commit has happened on all the other scrips? When I watch the log I see commits happening after all scrips have been prepared. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 1:35 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Running scrips Need help figuring out how scrips fire. I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip "3A Retrieve Items from RapidTrax" depends on the previous scrips to change CF I have the "3A Retrieve Items from RapidTrax" outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. Is there a timer that I need to set to wait for? Is there a commit command I need to use? 54 2A Update Custom Fields Emails from Scalert On Create Update CF for Scalert Blank Enabled [Up] [Down] 83 2A Update Custom Fields for Big Lots On Create Update CF for BigLots Blank Enabled [Up] [Down] 16 2A Update Custom Fields for Emails From Tjx On Create Update CF for Tjx Blank Enabled [Up] [Down] 38 2A Update Custom Fields for Family Dollar On Create Update CF for SmsAssist Blank Enabled [Up] [Down] 91 2A Update Custom Fields for Gnc On Create Update CF for GNC Blank Enabled [Up] [Down] 17 2A Update Custom Fields for Home Depot On Create Update CF for RusComp Blank Enabled [Up] [Down] 92 2A Update Custom Fields for Jack In The Box On Create Update CF for Corrigo Blank Enabled [Up] [Down] 56 2A Update Custom Fields for Message from Spectrum On Create Update CF for Spectrum Blank Enabled [Up] [Down] 94 2A Update Custom Fields for Nhaschools On Create Update CF for Nhaschools Blank Enabled [Up] [Down] 93 2A Update Custom Fields for Party City On Create Update CF for fmpilot2 Blank Enabled [Up] [Down] 29 2A Update Custom Fields for Ross Dress For Less On Create Update CF for Ros Blank Enabled [Up] [Down] 14 2A Update Custom Fields for Starbucks Corporation On Create Update CF for Starbucks Blank Enabled [Up] [Down] 13 2A Update Custom Fields for Target Corporation On Create Update CF for Target Blank Enabled [Up] [Down] 15 2A Update Custom Fields for Walgreens On Create Update CF for Cbre Blank Enabled [Up] [Down] 100 2A Update CF for Service Change On Create Update CF for Service Change Blank Enabled [Up] [Down] 40 3B Change Priority On Create User Defined Blank Enabled [Up] [Down] 35 4A Assign Ticket on Create CSR. On Create User Defined Blank Enabled [Up] [Down] 73 4B Change Queue when Assigned On Owner Change User Defined Blank Enabled [Up] [Down] 99 3A Retrieve Items from RapidTrax On Create Retrive RapidTrax Data Blank Enabled [Up] [Down] Bottom of Form Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Mar 25 16:11:34 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 25 Mar 2014 20:11:34 +0000 Subject: [rt-users] Running scrips In-Reply-To: References: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Of I could do this at the end of the commit for every scrip that is updating the CF's. # if (RT::Action::RetriveDataFromRapidTrax::Prepare($self->TicketObj)) # { # RT::Action::RetriveDataFromRapidTrax::Commit() # } If I do that how would I pass the ticket object to that external module? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 2:12 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Running scrips Is there a way to force a scrip to commit immediately? Or have the last scrip prepare after the commit has happened on all the other scrips? When I watch the log I see commits happening after all scrips have been prepared. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 1:35 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Running scrips Need help figuring out how scrips fire. I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip "3A Retrieve Items from RapidTrax" depends on the previous scrips to change CF I have the "3A Retrieve Items from RapidTrax" outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. Is there a timer that I need to set to wait for? Is there a commit command I need to use? 54 2A Update Custom Fields Emails from Scalert On Create Update CF for Scalert Blank Enabled [Up] [Down] 83 2A Update Custom Fields for Big Lots On Create Update CF for BigLots Blank Enabled [Up] [Down] 16 2A Update Custom Fields for Emails From Tjx On Create Update CF for Tjx Blank Enabled [Up] [Down] 38 2A Update Custom Fields for Family Dollar On Create Update CF for SmsAssist Blank Enabled [Up] [Down] 91 2A Update Custom Fields for Gnc On Create Update CF for GNC Blank Enabled [Up] [Down] 17 2A Update Custom Fields for Home Depot On Create Update CF for RusComp Blank Enabled [Up] [Down] 92 2A Update Custom Fields for Jack In The Box On Create Update CF for Corrigo Blank Enabled [Up] [Down] 56 2A Update Custom Fields for Message from Spectrum On Create Update CF for Spectrum Blank Enabled [Up] [Down] 94 2A Update Custom Fields for Nhaschools On Create Update CF for Nhaschools Blank Enabled [Up] [Down] 93 2A Update Custom Fields for Party City On Create Update CF for fmpilot2 Blank Enabled [Up] [Down] 29 2A Update Custom Fields for Ross Dress For Less On Create Update CF for Ros Blank Enabled [Up] [Down] 14 2A Update Custom Fields for Starbucks Corporation On Create Update CF for Starbucks Blank Enabled [Up] [Down] 13 2A Update Custom Fields for Target Corporation On Create Update CF for Target Blank Enabled [Up] [Down] 15 2A Update Custom Fields for Walgreens On Create Update CF for Cbre Blank Enabled [Up] [Down] 100 2A Update CF for Service Change On Create Update CF for Service Change Blank Enabled [Up] [Down] 40 3B Change Priority On Create User Defined Blank Enabled [Up] [Down] 35 4A Assign Ticket on Create CSR. On Create User Defined Blank Enabled [Up] [Down] 73 4B Change Queue when Assigned On Owner Change User Defined Blank Enabled [Up] [Down] 99 3A Retrieve Items from RapidTrax On Create Retrive RapidTrax Data Blank Enabled [Up] [Down] Bottom of Form Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From akos.torok at docca.hu Tue Mar 25 17:21:28 2014 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Tue, 25 Mar 2014 22:21:28 +0100 Subject: [rt-users] New UX for RT: REST 2.0, json, and what? In-Reply-To: <5331A715.7060002@bestpractical.com> References: <1394652804.20194.30.camel@umgah.localdomain> <5331A715.7060002@bestpractical.com> Message-ID: Hi Alex, Wallace, Thanks for the help, we finally got RESTv2 working. Hi Felipe, "Have you made any progress?" As we agreed I answer here: - so far we have create a devel 4.2 environment, - got the new rest api working, - earlier we had decided angularjs, - we are just choosing IDE: there was Eclipse and Netbeans on the list, Netbeans seems to win. - we are considering debugging related things (ie: coding habits), since the cross-browser debugging needs some special care. - we have to choose a place for project communication, since you and Frank expressed your interest in contributing. If you have any better idea for any item of this list, let us know please. Any advice is appreciated. ?kos From: "Felipe C. do R. Pinto" Date: 22 Mar 2014 21:29 Subject: Re: [rt-users] New UX for RT: REST 2.0, json, and what? To: Cc: Hi ?kos, I would like to join. Have you made any progress? Best regards, Felipe On Tue, Mar 25, 2014 at 4:56 PM, Wallace Reis wrote: > On 12/03/14, 4:33 PM, Alex Vandiver wrote: > > It is now published at > > https://github.com/bestpractical/rtx-rest -- it also requires the RT > > branch https://github.com/bestpractical/rt/tree/4.2/support-rest-v2 > > FYI, we just merged the required changeset into 4.2-trunk. > > Cheers, > > -- > Wallace Reis/wreis > Software Engineer > Best Practical Solutions > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Mar 25 22:20:52 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Mar 2014 02:20:52 +0000 Subject: [rt-users] Upgrade Message-ID: <2963da33f7c3450e9f533c0041438f3c@BLUPR05MB788.namprd05.prod.outlook.com> I just upgrade from 4.2.0 to 4.2.3 I thought this was going to fix the auto fill for email addresses when forwarding messages. Was this not true? Did I miss something? Because it still does not work. Thanks for the help Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Mar 25 22:48:54 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 25 Mar 2014 22:48:54 -0400 Subject: [rt-users] Upgrade In-Reply-To: <2963da33f7c3450e9f533c0041438f3c@BLUPR05MB788.namprd05.prod.outlook.com> References: <2963da33f7c3450e9f533c0041438f3c@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <1395802134.10366.1.camel@umgah.localdomain> On Wed, 2014-03-26 at 02:20 +0000, Bryon Baker wrote: > I just upgrade from 4.2.0 to 4.2.3 I thought this was going to fix the > auto fill for email addresses when forwarding messages. Was this not > true? Did I miss something? This is not true. I don't believe we've ever said that 4.2.3 does that. The branch is still pending review. You can apply the patch to your local instance if you'd like: https://github.com/bestpractical/rt/commit/7d100f10.patch - Alex From gd250 at cam.ac.uk Wed Mar 26 04:27:46 2014 From: gd250 at cam.ac.uk (Gareth Dawson) Date: Wed, 26 Mar 2014 08:27:46 +0000 Subject: [rt-users] Running scrips In-Reply-To: References: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: On 25 Mar 2014, at 19:12, Bryon Baker wrote: > Is there a way to force a scrip to commit immediately? Don't know. > Or have the last scrip prepare after the commit has happened on all the other scrips? Sounds like you want the last scrip set as Batch, and the others set as Normal (CreateTransaction). Batch scrip run after all the commits from Normal scrips. Or could you take another approach and have the scrips that depend on the CF changing fire on a "On Transaction" with prepare code that checks for the specific custom field. I believe normal scrips will cause transactions which in turn can cause more scrips to fire. Regards, Gareth > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker > Sent: Tuesday, March 25, 2014 1:35 PM > To: RT Users (rt-users at lists.bestpractical.com) > Subject: [rt-users] Running scrips > > Need help figuring out how scrips fire. > > I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip ?3A Retrieve Items from RapidTrax? depends on the previous scrips to change CF I have the ?3A Retrieve Items from RapidTrax? outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. > > I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. > > Is there a timer that I need to set to wait for? > Is there a commit command I need to use? > > 54 > 2A Update Custom Fields Emails from Scalert > On Create > Update CF for Scalert > Blank > Enabled > [Up] [Down] > 83 > 2A Update Custom Fields for Big Lots > On Create > Update CF for BigLots > Blank > Enabled > [Up] [Down] > 16 > 2A Update Custom Fields for Emails From Tjx > On Create > Update CF for Tjx > Blank > Enabled > [Up] [Down] > 38 > 2A Update Custom Fields for Family Dollar > On Create > Update CF for SmsAssist > Blank > Enabled > [Up] [Down] > 91 > 2A Update Custom Fields for Gnc > On Create > Update CF for GNC > Blank > Enabled > [Up] [Down] > 17 > 2A Update Custom Fields for Home Depot > On Create > Update CF for RusComp > Blank > Enabled > [Up] [Down] > 92 > 2A Update Custom Fields for Jack In The Box > On Create > Update CF for Corrigo > Blank > Enabled > [Up] [Down] > 56 > 2A Update Custom Fields for Message from Spectrum > On Create > Update CF for Spectrum > Blank > Enabled > [Up] [Down] > 94 > 2A Update Custom Fields for Nhaschools > On Create > Update CF for Nhaschools > Blank > Enabled > [Up] [Down] > 93 > 2A Update Custom Fields for Party City > On Create > Update CF for fmpilot2 > Blank > Enabled > [Up] [Down] > 29 > 2A Update Custom Fields for Ross Dress For Less > On Create > Update CF for Ros > Blank > Enabled > [Up] [Down] > 14 > 2A Update Custom Fields for Starbucks Corporation > On Create > Update CF for Starbucks > Blank > Enabled > [Up] [Down] > 13 > 2A Update Custom Fields for Target Corporation > On Create > Update CF for Target > Blank > Enabled > [Up] [Down] > 15 > 2A Update Custom Fields for Walgreens > On Create > Update CF for Cbre > Blank > Enabled > [Up] [Down] > 100 > 2A Update CF for Service Change > On Create > Update CF for Service Change > Blank > Enabled > [Up] [Down] > 40 > 3B Change Priority > On Create > User Defined > Blank > Enabled > [Up] [Down] > 35 > 4A Assign Ticket on Create CSR. > On Create > User Defined > Blank > Enabled > [Up] [Down] > 73 > 4B Change Queue when Assigned > On Owner Change > User Defined > Blank > Enabled > [Up] [Down] > 99 > 3A Retrieve Items from RapidTrax > On Create > Retrive RapidTrax Data > Blank > Enabled > [Up] [Down] > Bottom of Form > > > Thanks in advance for the help. > > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 ? 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training From akos.torok at docca.hu Wed Mar 26 04:28:03 2014 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Wed, 26 Mar 2014 09:28:03 +0100 Subject: [rt-users] New UX for RT: REST 2.0, json, and what? - we moved to rt-devel list Message-ID: Hi All, According to offering of Wallace (BPS) we are moving to the rt-devel list. Anyone is interested to see the results or contribute, highly welcome to join the rt-devel list. Here is the subscribe page: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel Kind regards, ?kos On Wed, Mar 26, 2014 at 1:30 AM, Wallace Reis wrote: > Hi, > > On 25/03/14, 6:21 PM, akos.torok at docca.hu wrote: > > - we have to choose a place for project communication, since you and > > Frank expressed your interest in contributing. > > The rt-devel list is probably a good and the right place. Additionally, > the BPS team will make sure to post there specially about the work on > new REST API. > > Cheers, > > -- > Wallace Reis/wreis > Software Engineer > Best Practical Solutions > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Wed Mar 26 05:21:25 2014 From: cloos at netcologne.de (Christian Loos) Date: Wed, 26 Mar 2014 10:21:25 +0100 Subject: [rt-users] bist du schon life mit RT 4.2 In-Reply-To: <66E0FE9C7E008F4D932678E7C5F0778B0180C250@ADEFUE01SMS004.cznet.zeiss.org> References: <66E0FE9C7E008F4D932678E7C5F0778B0180C250@ADEFUE01SMS004.cznet.zeiss.org> Message-ID: <53329C15.6070401@netcologne.de> Hi Manuel, sorry erst mal das ich mich so lange nicht gemeldet habe. Ich stecke gerade mitten in den Upgrade Vorbereitungen und letzte Woche war ich auf dem Training in London. Mit der Schulung m?ssen wir nochmal sehen wie wir das am besten machen k?nnen. Ich werde den Upgrade auf RT 4.2.3 am kommenden Sonntag machen. Ich w?rde das ehrlich gesagt auch als Bug sehen. Entweder Du schreibst an die rt-users Mailinglist (rt-users at lists.bestpractical.com) um das Thema nochmal zu besprechen oder aber machst direkt einen Bug per E-Mail an rt-bugs at bestpractical.com auf. Die Bug findest Du dann unter http://issues.bestpractical.com/ Eine Idee f?r die L?sung h?tte ich auch, allerdings ist das etwas Aufw?ndiger. In RT::Interface::Email->GetForwardFrom wird From f?r Weiterleitungen (falsch) gesetzt: https://github.com/bestpractical/rt/blob/stable/lib/RT/Interface/Email.pm#L605 Die oben genannte Methode m?sste so angepasst werden wie es in RT::Action::SendEmail->SetFrom gemacht wird: https://github.com/bestpractical/rt/blob/stable/lib/RT/Action/SendEmail.pm#L920 F?r eine lokale Anpassung k?nnte man den Code von RT::Action::SendEmail->SetFrom und RT::Action::SendEmail->GetFriendlyName in die Methode RT::Interface::Email->GetForwardFrom kopieren und entsprechen anpassen. Das w?rden aber die RT Entwickler nicht als Patch akzeptieren da es keinen Sinn macht Code zu duplizieren. F?r eine saubere Anpassung m?sste man RT::Action::SendEmail->SetFrom und RT::Action::SendEmail->GetFriendlyName an eine andere Stelle verschieben (eventuell in RT::Transaction oder RT::Ticket?) und dann diese neue Methode in RT::Interface::Email->GetForwardFrom benutzen. Gru? Christian Am 25.03.2014 08:19, schrieb Lauk, Manuel: > Hi Christian, > > > > habe etwas festgestellt: wenn ich eine Email forwarde, wird keine > FriendlyFromLine verwendet sondern nur die Emailadresse. > > Ist das ein Bug? Wenn ja, wie reporte ich den korrekt und hast du evtl. > einen L?sungsansatz? > > > > Gr??e > -- Christian Loos NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln From rt4 at kry.dk Wed Mar 26 05:30:53 2014 From: rt4 at kry.dk (rt4) Date: Wed, 26 Mar 2014 02:30:53 -0700 (PDT) Subject: [rt-users] Predefined search for tickets referring to article | Group rights Message-ID: <1395826253068-57032.post@n7.nabble.com> I set up a predefined search (to display on privileged users "RT at a glance") for tickets referring to a specific article (a:4). This article (a:4) is part of a class that's not supposed to show up on this group of users article dropdown list on the ticket reply page. This is the way it has been for a very long time, and it has been working just fine. But now I see that the predefined search turns out empty for the privileged group. If I change the article class (containing the specific article mentioned) to be open for privileged users as well, the predefined search works for these users as well. But now the articles show up in the dropdown menu, and that's not how we want it. So, is there a way that privileged users can enjoy a predefined search for tickets that refer to articles that are not supposed to show up on the dropdown article list (on ticket reply page) for this group of users? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Predefined-search-for-tickets-referring-to-article-Group-rights-tp57032.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From manuel.lauk at zeiss.com Wed Mar 26 06:44:59 2014 From: manuel.lauk at zeiss.com (Lauk, Manuel) Date: Wed, 26 Mar 2014 10:44:59 +0000 Subject: [rt-users] RT 4.2.3 - forwarding Transaction does not use 'UseFriendlyFromLine' Message-ID: <66E0FE9C7E008F4D932678E7C5F0778B0180C6C1@ADEFUE01SMS004.cznet.zeiss.org> Hi everyone, did I miss a setting or is it a bug? If I forward a Transaction, what can be done with comment now (great!!!), I receive it without UseFriendlyFromLine. Can you tell me how to solve this? Regards, Manuel --------------- This message is intended for a particular addressee only and may contain business or company secrets. If you have received this email in error, please contact the sender and delete the message immediately. Any use of this email, including saving, publishing, copying, replication or forwarding of the message or the contents is not permitted. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Wed Mar 26 09:08:42 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Mar 2014 13:08:42 +0000 Subject: [rt-users] Upgrade In-Reply-To: <1395802134.10366.1.camel@umgah.localdomain> References: <2963da33f7c3450e9f533c0041438f3c@BLUPR05MB788.namprd05.prod.outlook.com> <1395802134.10366.1.camel@umgah.localdomain> Message-ID: Where can I find instructions on how to apply this patch? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, March 25, 2014 9:49 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade On Wed, 2014-03-26 at 02:20 +0000, Bryon Baker wrote: > I just upgrade from 4.2.0 to 4.2.3 I thought this was going to fix the > auto fill for email addresses when forwarding messages. Was this not > true? Did I miss something? This is not true. I don't believe we've ever said that 4.2.3 does that. The branch is still pending review. You can apply the patch to your local instance if you'd like: https://github.com/bestpractical/rt/commit/7d100f10.patch - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training From falcone at bestpractical.com Wed Mar 26 09:59:49 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Mar 2014 09:59:49 -0400 Subject: [rt-users] My Reminders and Custom Lifecycle Statuses In-Reply-To: <1395260942506-56990.post@n7.nabble.com> References: <1395260942506-56990.post@n7.nabble.com> Message-ID: <20140326135949.GA2959@jibsheet.com> On Wed, Mar 19, 2014 at 01:29:02PM -0700, jderossett wrote: > We are running version 4.2.2 and we are using a custom Lifecycle for all of > our queues. All of the statuses on the lifecycle are custom and we seem to > be having an issue with the "My Reminders" content on the dashboard. > > We are able to add reminders to tickets but they will not show up in the "My > Reminders" section of the dashboard. I think this is related to the status > because I created a reminder on a ticket in a queue with the default > Lifecycle and the reminder shows up as expected. > > I know there is a query that runs "My Reminders" but I cannot find where I > can change it, does anyone have any ideas? I could even use a custom search > if I had the correct query. It would be helpful to know more about your lifecycle, in particular reminder_on_open and reminder_on_resolve. It would also help to know the status of your reminders. You can find them in the database by selecting from the Tickets table where Type is reminder and then looking at the status column. -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 Mar 26 10:02:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Mar 2014 10:02:34 -0400 Subject: [rt-users] RT::Extension::QuickUpdate install not working In-Reply-To: <532C2D45.8080207@vsen.dk> References: <532C2D45.8080207@vsen.dk> Message-ID: <20140326140234.GB2959@jibsheet.com> On Fri, Mar 21, 2014 at 01:15:01PM +0100, Klavs Klavsen wrote: > I'm trying to install RT::Extension::QuickUpdate on RT 4.0.4. > > I've got another plugin installed RT::Authen::ExternalAuth - which works > fine. > > I've added RT::Extension::QuickUpdate to @plugins - and it is listed > under tools configuration.. Show how you've added it to @Plugins (not @plugins) and the plugin list from your config. > It does not create any folder under > /var/cache/request-tracker4/mason_data/obj/1972688873/ - where my other > plugin has a folder.. > > I have removed mason_data and let RT request it upon restart - just to > be sure it was cleared. Ensure that your /opt/rt4/share/html/Ticket/Elements/ShowSummary file contains a RightColumnTop callback (or any local override of that file). It's possible you have a local customization blocking 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 Mar 26 10:05:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Mar 2014 10:05:43 -0400 Subject: [rt-users] Problem how to display timetaken in czech language In-Reply-To: <533033C7.7090105@seznam.cz> References: <53303330.4060804@ceosdata.com> <533033C7.7090105@seznam.cz> Message-ID: <20140326140543.GC2959@jibsheet.com> On Mon, Mar 24, 2014 at 02:31:51PM +0100, Jaroslav Macek wrote: > I change my version of RT from version 4.0.13 to 4.2.3. > Time left stopped showing number of minutes if I change setting (in menu > About me) a language from English to Czech. > If language is English or French it work correctly. > Should I change something in my RT_Siteconfig? 4.2.3 contained a bunch of language updates, but if I change my local language to Czech I still see Left: 10 min translated into Czech on Ticket/Display.html. I suspect you need to give specific pages/locations where it breaks or provide a screenshot. -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 Mar 26 11:11:33 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Mar 2014 11:11:33 -0400 Subject: [rt-users] MakeClicky callback issue In-Reply-To: References: Message-ID: <20140326151133.GD2959@jibsheet.com> On Mon, Mar 24, 2014 at 05:40:35PM -0400, Hugo Escobar wrote: > I've been writing some customization for makeclicky. We need to process our own 'link type' > > Everything works fine if I add the new code as a customized component > in $RT/local/html/Elements/MakeClicky > > However, I would like to use the hook/callback but so far it has been ignored by RT > > I've tried the following places/names: > > $RT/local/html/Callbacks/Elements/MakeClicky > $RT/local/html/Callbacks/SomeDir/Elements/MakeClicky > (and many others ...) > I'm almost sure it's a file name/location issue but nothing I've tried seems to work $RT/local/html/Callbacks/SomeDir/Elements/MakeClicky/Default For an example https://github.com/bestpractical/rtir/blob/3.0-trunk/html/Callbacks/RTIR/Elements/MakeClicky/Default -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 Mar 26 11:21:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Mar 2014 11:21:43 -0400 Subject: [rt-users] bist du schon life mit RT 4.2 In-Reply-To: <53329C15.6070401@netcologne.de> References: <66E0FE9C7E008F4D932678E7C5F0778B0180C250@ADEFUE01SMS004.cznet.zeiss.org> <53329C15.6070401@netcologne.de> Message-ID: <20140326152143.GE2959@jibsheet.com> Reading a google translate of this - a patch that refactored some code to make the outgoing From: on a Forward use the Friendly Format makes sense to me, but as Chris notes, it'll need to refactor the code used in Action::SendEmail::SetFrom to also be available to be used in RT::Interface::Email::GetForwardFrom The 4.2 code will be easier to clean up than 4.0, and is more likely to be taken as a core patch. -kevin On Wed, Mar 26, 2014 at 10:21:25AM +0100, Christian Loos wrote: > Hi Manuel, > > sorry erst mal das ich mich so lange nicht gemeldet habe. > Ich stecke gerade mitten in den Upgrade Vorbereitungen und letzte Woche > war ich auf dem Training in London. > Mit der Schulung m?ssen wir nochmal sehen wie wir das am besten machen > k?nnen. > > Ich werde den Upgrade auf RT 4.2.3 am kommenden Sonntag machen. > > Ich w?rde das ehrlich gesagt auch als Bug sehen. > Entweder Du schreibst an die rt-users Mailinglist > (rt-users at lists.bestpractical.com) um das Thema nochmal zu besprechen > oder aber machst direkt einen Bug per E-Mail an > rt-bugs at bestpractical.com auf. > Die Bug findest Du dann unter http://issues.bestpractical.com/ > > Eine Idee f?r die L?sung h?tte ich auch, allerdings ist das etwas > Aufw?ndiger. > In RT::Interface::Email->GetForwardFrom wird From f?r Weiterleitungen > (falsch) gesetzt: > https://github.com/bestpractical/rt/blob/stable/lib/RT/Interface/Email.pm#L605 > Die oben genannte Methode m?sste so angepasst werden wie es in > RT::Action::SendEmail->SetFrom gemacht wird: > https://github.com/bestpractical/rt/blob/stable/lib/RT/Action/SendEmail.pm#L920 > F?r eine lokale Anpassung k?nnte man den Code von > RT::Action::SendEmail->SetFrom und > RT::Action::SendEmail->GetFriendlyName in die Methode > RT::Interface::Email->GetForwardFrom kopieren und entsprechen anpassen. > Das w?rden aber die RT Entwickler nicht als Patch akzeptieren da es > keinen Sinn macht Code zu duplizieren. > F?r eine saubere Anpassung m?sste man RT::Action::SendEmail->SetFrom und > RT::Action::SendEmail->GetFriendlyName an eine andere Stelle verschieben > (eventuell in RT::Transaction oder RT::Ticket?) und dann diese neue > Methode in RT::Interface::Email->GetForwardFrom benutzen. > > > Gru? Christian > > Am 25.03.2014 08:19, schrieb Lauk, Manuel: > > Hi Christian, > > > > > > > > habe etwas festgestellt: wenn ich eine Email forwarde, wird keine > > FriendlyFromLine verwendet sondern nur die Emailadresse. > > > > Ist das ein Bug? Wenn ja, wie reporte ich den korrekt und hast du evtl. > > einen L?sungsansatz? > > > > > > > > Gr??e > > > > -- > Christian Loos > > NETCOLOGNE Gesellschaft f?r Telekommunikation mbH > Am Coloneum 9 | 50829 K?ln > > Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm > Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe > HRB 25580, AG K?ln > -- > RT Training - Dallas May 20-21 > 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 Wed Mar 26 11:23:22 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Mar 2014 11:23:22 -0400 Subject: [rt-users] Predefined search for tickets referring to article | Group rights In-Reply-To: <1395826253068-57032.post@n7.nabble.com> References: <1395826253068-57032.post@n7.nabble.com> Message-ID: <20140326152322.GF2959@jibsheet.com> On Wed, Mar 26, 2014 at 02:30:53AM -0700, rt4 wrote: > So, is there a way that privileged users can enjoy a predefined > search for tickets that refer to articles that are not supposed to > show up on the dropdown article list (on ticket reply page) for this > group of users? Make two classes, only check the box to have them show up in the dropdown for one of the two classes? If you believe that there's been a regression in Article searching, you'll need to provide the search you're using and versions it worked on / failed on. If you've just changed permissions, that may not be a regression. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Albert.Shih at obspm.fr Wed Mar 26 12:03:50 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 26 Mar 2014 17:03:50 +0100 Subject: [rt-users] translate custom lifecycle Message-ID: <20140326160350.GA8740@pcjas.obspm.fr> Hi everybody. I see the ??standard lifecycle ??has all status translated. How can I do that with my custom lifecycle ? Thanks. 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 26 mar 2014 17:03:09 CET From jamervi at sandia.gov Wed Mar 26 12:25:26 2014 From: jamervi at sandia.gov (Mervini, Joseph A) Date: Wed, 26 Mar 2014 16:25:26 +0000 Subject: [rt-users] Getting error when running Asset Types>Select Tool. Message-ID: Hi, We are using RT to track our hardware and I think we have run into a bug when trying to use the Tools -> Configuration -> Asset Types -> Select utility. Any time I click on an asset I get the following message on my browser: An internal RT error has occurred. Your administrator can find more details in RT's log files. This is what I get from the logs: Mar 26 09:57:02 capviz-info RT: Undefined subroutine &HTML::Mason::Commands::ATMaybeRedirectForResults called at /opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/AssetTracker/Admin/Types/Modify.html line 160. Mar 26 09:57:02 capviz-info Stack: Mar 26 09:57:02 capviz-info [/opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/AssetTracker/Admin/Types/Modify.html:160] Mar 26 09:57:02 capviz-info [/opt/rt4-tlcc2/sbin/../lib/RT/Interface/Web.pm:634] Mar 26 09:57:02 capviz-info [/opt/rt4-tlcc2/sbin/../lib/RT/Interface/Web.pm:335] Mar 26 09:57:02 capviz-info [/opt/rt4-tlcc2/share/html/autohandler:53] (/opt/rt4-tlcc2/sbin/../lib/RT/Interface/Web/Handler.pm:208) Mar 26 09:57:02 capviz-info RT: Actions_session_idCurrentUsermy_rt_portletsSelectQueue---8702---CreateTicket---0REST at /opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged line 11. (/opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11) This output is meaningless to me. Adding an asset is no problem. Thanks in advance for your help. ==== Joe Mervini Sandia National Laboratories High Performance Computing 505.844.6770 jamervi at sandia.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkillen at allamericanasphalt.com Wed Mar 26 14:12:10 2014 From: jkillen at allamericanasphalt.com (Justin Killen) Date: Wed, 26 Mar 2014 11:12:10 -0700 Subject: [rt-users] translate custom lifecycle In-Reply-To: <20140326160350.GA8740@pcjas.obspm.fr> References: <20140326160350.GA8740@pcjas.obspm.fr> Message-ID: <55B5D66C43B57F44BC89CB4650FD32F8012C55CD3F30@MAL.sg1.allamericanasphalt.com> You have to add transitions into RT_SiteConfig from/to each of your states, like this: Set ( %Lifecycles, test => { initial => ['new'], active => ['open', 'on_hold', 'waiting'], ...... transitions => { new => [ 'open', 'on_hold', 'waiting'], open => [ 'new', 'on_hold', 'waiting'], on_hold => [ 'new', 'waiting', 'open'], waiting => [ 'new', 'open', 'on_hold'], }, ... -Justin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Albert Shih > Sent: Wednesday, March 26, 2014 9:04 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] translate custom lifecycle > > Hi everybody. > > I see the ??standard lifecycle ??has all status translated. > > How can I do that with my custom lifecycle ? > > Thanks. > > 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 26 mar 2014 17:03:09 CET > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training From lstewart at iweb.com Wed Mar 26 14:33:07 2014 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 26 Mar 2014 11:33:07 -0700 Subject: [rt-users] How can I take a user's dashboard and making it the default for everyone Message-ID: Hello, A staff member is creating a dashboard which we'd like to use as the default for all other staff members. I'd like to do this with the UI of course since making changes to the actual database is never a good idea but in an attempt to get familiar with how this might work under the hood, after a cursory eyeballing, I can't even seem to find the saved searches in the MySQL tables let alone the dashboard configuration. I assume they are some kind of Object but I don't know what to look for. How can one either copy their dashboard to be the default for a group or somehow allow them to create the default dashboard for the group by temporarily elevating their privileges or something? Unfortunately, like many I suppose, I've never become super familiar with how the dashboards work. I've always just used the defaults and dabbled a little but nothing serious. Thanks for reading and any information you can offer. -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Wed Mar 26 14:34:45 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 26 Mar 2014 19:34:45 +0100 Subject: [rt-users] translate custom lifecycle In-Reply-To: <55B5D66C43B57F44BC89CB4650FD32F8012C55CD3F30@MAL.sg1.allamericanasphalt.com> References: <20140326160350.GA8740@pcjas.obspm.fr> <55B5D66C43B57F44BC89CB4650FD32F8012C55CD3F30@MAL.sg1.allamericanasphalt.com> Message-ID: <20140326183445.GA9347@pcjas.obspm.fr> Le 26/03/2014 ? 11:12:10-0700, Justin Killen a ?crit > You have to add transitions into RT_SiteConfig from/to each of your states, like this: > > > Set ( %Lifecycles, test => { > initial => ['new'], > active => ['open', 'on_hold', 'waiting'], > ...... > transitions => { > new => [ 'open', 'on_hold', 'waiting'], > open => [ 'new', 'on_hold', 'waiting'], > on_hold => [ 'new', 'waiting', 'open'], > waiting => [ 'new', 'open', 'on_hold'], > }, > > ... Sorry...my question isn't very clear.... new/open/on_hold is in english when I choose english in the interface. But it's in french/german/etc. when I choose french/german/etc. in the interface. How can I do the same for my own Lifecycle ? 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 26 mar 2014 19:32:41 CET From Garrett at VerbalImaging.com Wed Mar 26 14:25:49 2014 From: Garrett at VerbalImaging.com (Garrett Michael Hayes (VI)) Date: Wed, 26 Mar 2014 14:25:49 -0400 Subject: [rt-users] Using UpdateStatus in a Search? Message-ID: I am using the "UpdateStatus" value in the output of my "50 Highest Priority Tickets" search to show which tickets have received new emails from users (or updates from other support reps). I would like to be able to use that value as a search criterion, to create a search that shows me ONLY tickets that have such updates. However, I haven't been able to find a syntax that seems to work. I've tried a few possibilities using the advanced editor for the search, but it doesn't seem to be a recognized field for criteria searches. Has anyone done this, or can anyone suggest a pointer as to how it might be accomplished? Garrett Michael Hayes (Side comment: As a complete newbie at setting up Linux and installing things like Apache web server, etc. I found RT unbelievably frustrating to set up and unbelievably rewarding once I managed. Been on it now for about 4 months, and just finally hitting something I want to do that I haven't been able to solve with existing posts and articles. GREAT tool!) -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt4 at kry.dk Wed Mar 26 16:31:41 2014 From: rt4 at kry.dk (rt4) Date: Wed, 26 Mar 2014 13:31:41 -0700 (PDT) Subject: [rt-users] Predefined search for tickets referring to article | Group rights In-Reply-To: <20140326152322.GF2959@jibsheet.com> References: <1395826253068-57032.post@n7.nabble.com> <20140326152322.GF2959@jibsheet.com> Message-ID: <1395865901328-57047.post@n7.nabble.com> The privileged users can't remember when the list "disappeared" from "Rt at a glance", so I guess it's quite a while ago. Here's the predefined search (that works for admins, but not for privileged users): Queue = 'HF' AND Status != 'resolved' AND RefersTo = 'a:4' We have two classes, one with articles that are meant for the privileged users, and one class with articles just meant for the admins. a:4 is in the last class. It's not possible to assign the specific article to both classes, and it's not an option to let he privileged users have articles from the admin-class in their drop down menu. Or am I missing something obvious here? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Predefined-search-for-tickets-referring-to-article-Group-rights-tp57032p57047.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bbaker at copesan.com Thu Mar 27 11:19:56 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 27 Mar 2014 15:19:56 +0000 Subject: [rt-users] Running scrips In-Reply-To: References: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <752ebf41eeac479d89868c4f91138a99@BLUPR05MB788.namprd05.prod.outlook.com> I have an update I figured out how to address my issue and thought I would let everyone know. The code in the scrips that was updating the CF was in the Commit sub of the custom action. I move the code from that sub to the Prepare sub. I am not sure this is best practice for Request Tracker but all is working now. Thanks for the input. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 2:12 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Running scrips Is there a way to force a scrip to commit immediately? Or have the last scrip prepare after the commit has happened on all the other scrips? When I watch the log I see commits happening after all scrips have been prepared. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 1:35 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Running scrips Need help figuring out how scrips fire. I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip "3A Retrieve Items from RapidTrax" depends on the previous scrips to change CF I have the "3A Retrieve Items from RapidTrax" outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. Is there a timer that I need to set to wait for? Is there a commit command I need to use? 54 2A Update Custom Fields Emails from Scalert On Create Update CF for Scalert Blank Enabled [Up] [Down] 83 2A Update Custom Fields for Big Lots On Create Update CF for BigLots Blank Enabled [Up] [Down] 16 2A Update Custom Fields for Emails From Tjx On Create Update CF for Tjx Blank Enabled [Up] [Down] 38 2A Update Custom Fields for Family Dollar On Create Update CF for SmsAssist Blank Enabled [Up] [Down] 91 2A Update Custom Fields for Gnc On Create Update CF for GNC Blank Enabled [Up] [Down] 17 2A Update Custom Fields for Home Depot On Create Update CF for RusComp Blank Enabled [Up] [Down] 92 2A Update Custom Fields for Jack In The Box On Create Update CF for Corrigo Blank Enabled [Up] [Down] 56 2A Update Custom Fields for Message from Spectrum On Create Update CF for Spectrum Blank Enabled [Up] [Down] 94 2A Update Custom Fields for Nhaschools On Create Update CF for Nhaschools Blank Enabled [Up] [Down] 93 2A Update Custom Fields for Party City On Create Update CF for fmpilot2 Blank Enabled [Up] [Down] 29 2A Update Custom Fields for Ross Dress For Less On Create Update CF for Ros Blank Enabled [Up] [Down] 14 2A Update Custom Fields for Starbucks Corporation On Create Update CF for Starbucks Blank Enabled [Up] [Down] 13 2A Update Custom Fields for Target Corporation On Create Update CF for Target Blank Enabled [Up] [Down] 15 2A Update Custom Fields for Walgreens On Create Update CF for Cbre Blank Enabled [Up] [Down] 100 2A Update CF for Service Change On Create Update CF for Service Change Blank Enabled [Up] [Down] 40 3B Change Priority On Create User Defined Blank Enabled [Up] [Down] 35 4A Assign Ticket on Create CSR. On Create User Defined Blank Enabled [Up] [Down] 73 4B Change Queue when Assigned On Owner Change User Defined Blank Enabled [Up] [Down] 99 3A Retrieve Items from RapidTrax On Create Retrive RapidTrax Data Blank Enabled [Up] [Down] Bottom of Form Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Mar 27 12:21:19 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 27 Mar 2014 12:21:19 -0400 Subject: [rt-users] Upgrade In-Reply-To: References: <2963da33f7c3450e9f533c0041438f3c@BLUPR05MB788.namprd05.prod.outlook.com> <1395802134.10366.1.camel@umgah.localdomain> Message-ID: <1395937279.4139.10.camel@umgah.localdomain> On Wed, 2014-03-26 at 13:08 +0000, Bryon Baker wrote: > Where can I find instructions on how to apply this patch? GET https://github.com/bestpractical/rt/commit/7d100f10.patch | patch -p1 -d /opt/rt4 Clear your Mason cache and restart Apache. - Alex From bbaker at copesan.com Thu Mar 27 12:33:44 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 27 Mar 2014 16:33:44 +0000 Subject: [rt-users] Upgrade In-Reply-To: <1395937279.4139.10.camel@umgah.localdomain> References: <2963da33f7c3450e9f533c0041438f3c@BLUPR05MB788.namprd05.prod.outlook.com> <1395802134.10366.1.camel@umgah.localdomain> <1395937279.4139.10.camel@umgah.localdomain> Message-ID: <31a0c22f409b48c7b234b89076ada5aa@BLUPR05MB788.namprd05.prod.outlook.com> Thanks Alex Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Thursday, March 27, 2014 11:21 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade On Wed, 2014-03-26 at 13:08 +0000, Bryon Baker wrote: > Where can I find instructions on how to apply this patch? GET https://github.com/bestpractical/rt/commit/7d100f10.patch | patch -p1 -d /opt/rt4 Clear your Mason cache and restart Apache. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training From falcone at bestpractical.com Thu Mar 27 14:58:57 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Mar 2014 14:58:57 -0400 Subject: [rt-users] Getting error when running Asset Types>Select Tool. In-Reply-To: References: Message-ID: <20140327185857.GG2959@jibsheet.com> On Wed, Mar 26, 2014 at 04:25:26PM +0000, Mervini, Joseph A wrote: > the Tools -> Configuration -> Asset Types -> Select utility. Any time I click on an asset I > get the following message on my browser: > An internal RT error has occurred. Your administrator can find more details in RT's log > files. > &HTML::Mason::Commands::ATMaybeRedirectForResults called at > /opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/AssetTracker/Admin/Types/Modify.html line You appear to be running the AssetTracker extension. This is separate from the officially support Assets for RT extension developed by Best Practical http://bestpractical.com/assets/ I'm not sure if the AssetTracker author watches this list anymore, but you will likely need to dig up contact information for him and approach him directly for support. -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 Mar 27 15:02:36 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Mar 2014 15:02:36 -0400 Subject: [rt-users] translate custom lifecycle In-Reply-To: <20140326183445.GA9347@pcjas.obspm.fr> References: <20140326160350.GA8740@pcjas.obspm.fr> <55B5D66C43B57F44BC89CB4650FD32F8012C55CD3F30@MAL.sg1.allamericanasphalt.com> <20140326183445.GA9347@pcjas.obspm.fr> Message-ID: <20140327190236.GH2959@jibsheet.com> On Wed, Mar 26, 2014 at 07:34:45PM +0100, Albert Shih wrote: > new/open/on_hold is in english when I choose english in the interface. But > it's in french/german/etc. when I choose french/german/etc. in the interface. > > How can I do the same for my own Lifecycle ? You'll want to look at the po files that ship with RT, which contain translations. If you had a local/po/fr.po with msgid "New Status" msgstr "Statut Nouveau" RT would translate statuses. There's more infrastructure needed to tag and extract automatically (which is what we're doing) but for a fixed and known lifecycle, you could just manually create .po files. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jamervi at sandia.gov Thu Mar 27 15:03:24 2014 From: jamervi at sandia.gov (Mervini, Joseph A) Date: Thu, 27 Mar 2014 19:03:24 +0000 Subject: [rt-users] [EXTERNAL] Re: Getting error when running Asset Types>Select Tool. In-Reply-To: <20140327185857.GG2959@jibsheet.com> References: <20140327185857.GG2959@jibsheet.com> Message-ID: Ah. I was wondering about that. Thanks for the feedback. ==== Joe Mervini Sandia National Laboratories High Performance Computing 505.844.6770 jamervi at sandia.gov On Mar 27, 2014, at 12:58 PM, Kevin Falcone wrote: > On Wed, Mar 26, 2014 at 04:25:26PM +0000, Mervini, Joseph A wrote: >> the Tools -> Configuration -> Asset Types -> Select utility. Any time I click on an asset I >> get the following message on my browser: >> An internal RT error has occurred. Your administrator can find more details in RT's log >> files. >> &HTML::Mason::Commands::ATMaybeRedirectForResults called at >> /opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/AssetTracker/Admin/Types/Modify.html line > > You appear to be running the AssetTracker extension. > This is separate from the officially support Assets for RT extension > developed by Best Practical http://bestpractical.com/assets/ > > I'm not sure if the AssetTracker author watches this list anymore, but > you will likely need to dig up contact information for him and > approach him directly for support. > > -kevin > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training From falcone at bestpractical.com Thu Mar 27 15:04:21 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Mar 2014 15:04:21 -0400 Subject: [rt-users] Using UpdateStatus in a Search? In-Reply-To: References: Message-ID: <20140327190421.GI2959@jibsheet.com> On Wed, Mar 26, 2014 at 02:25:49PM -0400, Garrett Michael Hayes (VI) wrote: > I am using the "UpdateStatus" value in the output of my "50 Highest Priority Tickets" search > to show which tickets have received new emails from users (or updates from other support > reps). I would like to be able to use that value as a search criterion, to create a search > that shows me ONLY tickets that have such updates. However, I haven't been able to find a > syntax that seems to work. I've tried a few possibilities using the advanced editor for the > search, but it doesn't seem to be a recognized field for criteria searches. Unfortunately, while there's a piece of syntax calls HasAttribute which would let you say "Find my tickets where this attribute about update status exists" you actually want to find tickets where the attribute exists and the ticket has transactions newer than the stored value. That would require code like that found in RT::Ticket::SeenUpTo and a custom portlet. -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 Mar 27 15:05:30 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Mar 2014 15:05:30 -0400 Subject: [rt-users] Predefined search for tickets referring to article | Group rights In-Reply-To: <1395865901328-57047.post@n7.nabble.com> References: <1395826253068-57032.post@n7.nabble.com> <20140326152322.GF2959@jibsheet.com> <1395865901328-57047.post@n7.nabble.com> Message-ID: <20140327190530.GJ2959@jibsheet.com> On Wed, Mar 26, 2014 at 01:31:41PM -0700, rt4 wrote: > The privileged users can't remember when the list "disappeared" from > "Rt at a glance", so I guess it's quite a while ago. > > Here's the predefined search (that works for admins, but not for > privileged users): > Queue = 'HF' > AND Status != 'resolved' > AND RefersTo = 'a:4' > > We have two classes, one with articles that are meant for the > privileged users, and one class with articles just meant for the > admins. a:4 is in the last class. It's not possible to assign the > specific article to both classes, and it's not an option to let he > privileged users have articles from the admin-class in their > drop down menu. > > Or am I missing something obvious here? What RT version. What rights do Privileged users have on the Admin Class. -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 Mar 27 15:06:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Mar 2014 15:06:55 -0400 Subject: [rt-users] Running scrips In-Reply-To: <752ebf41eeac479d89868c4f91138a99@BLUPR05MB788.namprd05.prod.outlook.com> References: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> <752ebf41eeac479d89868c4f91138a99@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <20140327190655.GK2959@jibsheet.com> On Thu, Mar 27, 2014 at 03:19:56PM +0000, Bryon Baker wrote: > The code in the scrips that was updating the CF was in the Commit sub of the custom action. I > move the code from that sub to the Prepare sub. I am not sure this is best practice for > Request Tracker but all is working now. For the list archives, this is a really bad idea. Code that runs in the Prepare section of a User Defined Scrip Action will potentially be triggered when clicking Reply or Comment on a ticket, or when visiting the People page of a ticket. It depends on what the Condition of this Scrip is, but it can be quite dangerous. As another user suggested, Batch scrips are likely the solution you're seeking. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bbaker at copesan.com Thu Mar 27 15:18:33 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 27 Mar 2014 19:18:33 +0000 Subject: [rt-users] Running scrips In-Reply-To: <20140327190655.GK2959@jibsheet.com> References: <3a8335080f7642099bbf52ab69fbae43@BLUPR05MB788.namprd05.prod.outlook.com> <752ebf41eeac479d89868c4f91138a99@BLUPR05MB788.namprd05.prod.outlook.com> <20140327190655.GK2959@jibsheet.com> Message-ID: I tried batch scrips the scrips are also Custom Actions and only fire on Create. As I explained in the earlier message the commits don't seem to be committed by the time the last scrip tests its prepare and the prepare fails therefore being left out of the commit sequence. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 27, 2014 2:07 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Running scrips On Thu, Mar 27, 2014 at 03:19:56PM +0000, Bryon Baker wrote: > The code in the scrips that was updating the CF was in the Commit sub of the custom action. I > move the code from that sub to the Prepare sub. I am not sure this is best practice for > Request Tracker but all is working now. For the list archives, this is a really bad idea. Code that runs in the Prepare section of a User Defined Scrip Action will potentially be triggered when clicking Reply or Comment on a ticket, or when visiting the People page of a ticket. It depends on what the Condition of this Scrip is, but it can be quite dangerous. As another user suggested, Batch scrips are likely the solution you're seeking. -kevin From robdewhirst at gmail.com Thu Mar 27 17:01:21 2014 From: robdewhirst at gmail.com (Dewhirst, Rob) Date: Thu, 27 Mar 2014 16:01:21 -0500 Subject: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump Message-ID: I can get RT up and running just fine using LDAP with RT::Authen::ExternalAuth. But as soon as I shut down the server and install mod_ssl, apache won't restart, segfaults. Similarly, I can install mod_ssl just fine but as soon as I install RT::Authen::ExternalAuth and add the known-working LDAP server config to RT_SiteConfig.pm, same problem. I'll be honest that I haven't debugged an apache crash for years. Since I am not even sending the SSL virtual host to RT (the DocumentRoot for the SSL host is the default apache /var/www/html) I am not sure what could be conflicting. I am happy to provide logs but the RT, and apache error logs don't seem to have anything relevant. From alexmv at bestpractical.com Thu Mar 27 17:30:25 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 27 Mar 2014 17:30:25 -0400 Subject: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump In-Reply-To: References: Message-ID: <1395955825.21208.37.camel@umgah.localdomain> On Thu, 2014-03-27 at 16:01 -0500, Dewhirst, Rob wrote: > I can get RT up and running just fine using LDAP with > RT::Authen::ExternalAuth. But as soon as I shut down the server and > install mod_ssl, apache won't restart, segfaults. What version of RT and Apache? I presume you're running with a mod_perl deployment? - Alex From robdewhirst at gmail.com Thu Mar 27 17:42:38 2014 From: robdewhirst at gmail.com (Dewhirst, Rob) Date: Thu, 27 Mar 2014 16:42:38 -0500 Subject: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump In-Reply-To: <1395955825.21208.37.camel@umgah.localdomain> References: <1395955825.21208.37.camel@umgah.localdomain> Message-ID: RT 4.0.19 (because of RTIR) mod_perl RHEL 6.5 x64 Server version: Apache/2.2.15 (Unix) Server built: Aug 2 2013 08:02:15 Server's Module Magic Number: 20051115:25 Server loaded: APR 1.3.9, APR-Util 1.3.9 Compiled using: APR 1.3.9, APR-Util 1.3.9 Architecture: 64-bit Server MPM: Prefork threaded: no forked: yes (variable process count) Server compiled with.... -D APACHE_MPM_DIR="server/mpm/prefork" -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=128 -D HTTPD_ROOT="/etc/httpd" -D SUEXEC_BIN="/usr/sbin/suexec" -D DEFAULT_PIDLOG="run/httpd.pid" -D DEFAULT_SCOREBOARD="logs/apache_runtime_status" -D DEFAULT_LOCKFILE="logs/accept.lock" -D DEFAULT_ERRORLOG="logs/error_log" -D AP_TYPES_CONFIG_FILE="conf/mime.types" -D SERVER_CONFIG_FILE="conf/httpd.conf" On Thu, Mar 27, 2014 at 4:30 PM, Alex Vandiver wrote: > On Thu, 2014-03-27 at 16:01 -0500, Dewhirst, Rob wrote: >> I can get RT up and running just fine using LDAP with >> RT::Authen::ExternalAuth. But as soon as I shut down the server and >> install mod_ssl, apache won't restart, segfaults. > > What version of RT and Apache? I presume you're running with a mod_perl > deployment? > - Alex > > > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training From alexmv at bestpractical.com Thu Mar 27 17:53:01 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 27 Mar 2014 17:53:01 -0400 Subject: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump In-Reply-To: References: <1395955825.21208.37.camel@umgah.localdomain> Message-ID: <1395957181.21208.50.camel@umgah.localdomain> On Thu, 2014-03-27 at 16:42 -0500, Dewhirst, Rob wrote: > RT 4.0.19 (because of RTIR) > mod_perl Interesting; we've seen another report of this previously, but I've been unable to replicate it. It's presumably caused by a disagreement of mod_ssl with the SSL libraries that perl uses for LDAPS support -- and since mod_perl is in use, those two exist in the same process, and their disagreements lead to coredumps. We addressed a similar problem with mod_ssl and TLS connections to Postgres early in the 4.0 series. The simple work-around is to switch from mod_perl to one of the fastcgi deployment strategies, which separates the mod_ssl OpenSSL stack from perl's LDAPS OpenSSL stack, allowing them to play well together. However, I'd love to have a simple replication strategy to help track this down and fix it. How stock an RT install is this? I presume you're running with the standard Apache and mod_perl installs from RPMs? Can you provide your RT::Authen::ExternalAuth configuration? - Alex From robdewhirst at gmail.com Thu Mar 27 20:24:31 2014 From: robdewhirst at gmail.com (Dewhirst, Rob) Date: Thu, 27 Mar 2014 19:24:31 -0500 Subject: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump In-Reply-To: <1395957181.21208.50.camel@umgah.localdomain> References: <1395955825.21208.37.camel@umgah.localdomain> <1395957181.21208.50.camel@umgah.localdomain> Message-ID: This is just about as basic an RT install as you can get. everything was installed by CPAN and RPMs. I can give you instructions or if you have a place I can put a 1-2GB file I could probably just build a CentOS VM that exhibits the problem. On Thu, Mar 27, 2014 at 4:53 PM, Alex Vandiver wrote: > On Thu, 2014-03-27 at 16:42 -0500, Dewhirst, Rob wrote: >> RT 4.0.19 (because of RTIR) >> mod_perl > > Interesting; we've seen another report of this previously, but I've been > unable to replicate it. It's presumably caused by a disagreement of > mod_ssl with the SSL libraries that perl uses for LDAPS support -- and > since mod_perl is in use, those two exist in the same process, and their > disagreements lead to coredumps. We addressed a similar problem with > mod_ssl and TLS connections to Postgres early in the 4.0 series. > > The simple work-around is to switch from mod_perl to one of the fastcgi > deployment strategies, which separates the mod_ssl OpenSSL stack from > perl's LDAPS OpenSSL stack, allowing them to play well together. > > However, I'd love to have a simple replication strategy to help track > this down and fix it. How stock an RT install is this? I presume > you're running with the standard Apache and mod_perl installs from RPMs? > Can you provide your RT::Authen::ExternalAuth configuration? > - Alex > > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training From rt4 at kry.dk Fri Mar 28 05:24:44 2014 From: rt4 at kry.dk (rt4) Date: Fri, 28 Mar 2014 02:24:44 -0700 (PDT) Subject: [rt-users] Predefined search for tickets referring to article | Group rights In-Reply-To: <20140327190530.GJ2959@jibsheet.com> References: <1395826253068-57032.post@n7.nabble.com> <20140326152322.GF2959@jibsheet.com> <1395865901328-57047.post@n7.nabble.com> <20140327190530.GJ2959@jibsheet.com> Message-ID: <1395998684794-57063.post@n7.nabble.com> Kevin Falcone-2 wrote > What RT version. What rights do Privileged users have on the Admin > Class. RT version 4.2.3. After some more feedback from the privileged users, it's likely that the search stopped working in October or November (i.e. either when we moved over from 4.0 to 4.2, or updated to 4.2.1). There has been no altering of permissions during this period. Privileged users have no rights on the Admin Class. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Predefined-search-for-tickets-referring-to-article-Group-rights-tp57032p57063.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Garrett at VerbalImaging.com Fri Mar 28 10:41:37 2014 From: Garrett at VerbalImaging.com (Garrett Michael Hayes (VI)) Date: Fri, 28 Mar 2014 10:41:37 -0400 Subject: [rt-users] Using UpdateStatus in a Search? In-Reply-To: <20140327190421.GI2959@jibsheet.com> References: <20140327190421.GI2959@jibsheet.com> Message-ID: Kevin, Thanks for the pointer. That sounds like exactly what I want to do. Unfortunately, it also sounds like it's a teensy bit beyond my present skillset. But I will definitely take a gander at it, and see if it's worth having a lash. Garrett -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 27, 2014 3:04 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Using UpdateStatus in a Search? On Wed, Mar 26, 2014 at 02:25:49PM -0400, Garrett Michael Hayes (VI) wrote: > I am using the "UpdateStatus" value in the output of my "50 Highest Priority Tickets" search > to show which tickets have received new emails from users (or updates from other support > reps). I would like to be able to use that value as a search criterion, to create a search > that shows me ONLY tickets that have such updates. However, I haven't been able to find a > syntax that seems to work. I've tried a few possibilities using the advanced editor for the > search, but it doesn't seem to be a recognized field for criteria searches. Unfortunately, while there's a piece of syntax calls HasAttribute which would let you say "Find my tickets where this attribute about update status exists" you actually want to find tickets where the attribute exists and the ticket has transactions newer than the stored value. That would require code like that found in RT::Ticket::SeenUpTo and a custom portlet. -kevin From guadagnino.cristiano at creval.it Fri Mar 28 11:55:48 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 28 Mar 2014 15:55:48 +0000 Subject: [rt-users] Fighting with modified REST behavior in RT 4.2.2+ Message-ID: <53359BEA.30801@creval.it> Hi all, I have some external code that relies on REST to identify the relation between users and groups in our RT. Since RT 4.2.2, REST responses have changed and I am now trying to fix the code but I have been unsuccesfull until now. In the attachment you find the REST queries with the corresponding the responses, both for RT v2.4.1 and for RT v4.2.2. I would like to know if there is a way to recover the info I need. Thank you in advance Bye Cris -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: REST_Calls_RT_anonymized_.txt URL: From falcone at bestpractical.com Fri Mar 28 12:33:06 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 28 Mar 2014 12:33:06 -0400 Subject: [rt-users] Fighting with modified REST behavior in RT 4.2.2+ In-Reply-To: <53359BEA.30801@creval.it> References: <53359BEA.30801@creval.it> Message-ID: <20140328163306.GL2959@jibsheet.com> On Fri, Mar 28, 2014 at 03:55:48PM +0000, Guadagnino Cristiano wrote: > Hi all, > I have some external code that relies on REST to identify the relation > between users and groups in our RT. > > Since RT 4.2.2, REST responses have changed and I am now trying to fix > the code but I have been unsuccesfull until now. > > In the attachment you find the REST queries with the corresponding the > responses, both for RT v2.4.1 and for RT v4.2.2. > > I would like to know if there is a way to recover the info I need. Tell it what you want ./bin/rt show group/DBA -f members This is likely a result of the refactoring and the fact that the default members output doesn't actually round trip (you can't just send back the member list to update 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 steve.hopps at gmail.com Fri Mar 28 22:10:25 2014 From: steve.hopps at gmail.com (Steven Hopps) Date: Fri, 28 Mar 2014 22:10:25 -0400 Subject: [rt-users] User email accounts Message-ID: <53362B91.4030807@gmail.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've recently changed the domain name of my server from pride-techs.com to pridetechdesign.com and I started getting errors in RT because of the mismatch with the emails in the user accounts. So I edited the users to update the email addresses, but 24 hours later they were changed back automatically.. Could someone help me understand why this would be happening? I've changed them like 3 times now and they keep being reset to the previous email addresses. - -- 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/ iQEcBAEBAgAGBQJTNiuRAAoJEMbA/4/kCJKkVR0H/AvoKqM48vOg3TdWI9eZnfud Ikllg4bnyao3ZlVZhoIwuMbprNvtDPMmqT/kYTsM4g/Jq9khB8XEMkLa/g2L/Rwt lV5W3nkMvuJYpdcei7JqqOABBZcvCIG1qxuYOstAit6uUyA0pRDyUjaG3+uqzGbJ AAsPbcAMIVNKNEq0lQPjY4Qm66XrrpQW/WHo8kGXaFwvSXi9iIupMxOVcGTSthLz 4iZjSzO/I8M24g+xQjbsyZ7+eypzKmowX9I8EaX+4wtyS4rRputG/kkOdwSZVfz9 7bTxt2382Uv143Mx4FIG84eFtttWP9ZR4uoTdeJxAfrLquMt0SWS4LQvYftMIH4= =0qNH -----END PGP SIGNATURE----- From aheinlein at gmx.com Mon Mar 31 08:30:52 2014 From: aheinlein at gmx.com (Andreas Heinlein) Date: Mon, 31 Mar 2014 14:30:52 +0200 Subject: [rt-users] RSS Feeds with Tunderbird Message-ID: <53395FFC.8060208@gmx.com> Hello, I am trying to use the RSS Feeds of RT 4.0 with Thunderbird. The problem I have is that these Feeds represent different searches, i.e. New Tickets, Tickets of User xy and so on. That is, items in the feed may get added as well as deleted. This is not reflected well in Thunderbird. Any item which has been downloaded stays in the list forever, until manually deleted. It does not refresh the feed items to match the actual contents of the feed. This is OK for traditional newsfeeds, but does not work here. Does anyone know how to make Thunderbird behave like I want it, perhaps with an extension. Or can someone recommend an RSS Reader which works this way and runs under Ubuntu? Thanks, Andreas From lenjaffe at jaffesystems.com Mon Mar 31 12:28:15 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 31 Mar 2014 12:28:15 -0400 Subject: [rt-users] How Can I Overlay RT::Handle::Connect Message-ID: I have a need to encrypt my database password in my RT_Config.pm file. I tried overriding Connect by creating Handle_Local.pm, but the connect that is executing is still the default Connect() in Handle.pm. Both files have the same file permissions and ownership, and there are no compile-time errors in the rt.log. Is the call to Connect() not subject to overlays due to it time-of-execution (e.g. compile-time versus run-time)? 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 lenjaffe at jaffesystems.com Mon Mar 31 12:50:41 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 31 Mar 2014 12:50:41 -0400 Subject: [rt-users] Handle Overlay Message-ID: Never mind. I had the overlay in the wrong directory. It's working well now. 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 falcone at bestpractical.com Mon Mar 31 16:13:49 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 31 Mar 2014 16:13:49 -0400 Subject: [rt-users] [rt-announce] RT for Incident Response 3.0.1 Released Message-ID: <20140331201349.GM2959@jibsheet.com> RTIR 3.0.1 contains a number of bug fixes identified since 3.0.0 as well as performance improvements for those upgrading from RTIR 2. http://download.bestpractical.com/pub/rt/release/RT-IR-3.0.1.tar.gz http://download.bestpractical.com/pub/rt/release/RT-IR-3.0.1.tar.gz.asc SHA1 sums 056977fed160cf3f433e72c06173cafaf382e523 RT-IR-3.0.1.tar.gz 1ca966c1af9a2c2b98d03d8f92e8a31e0e0c1ff8 RT-IR-3.0.1.tar.gz.asc Bugs * Whitelist /RTIR/Search/Results.html for users who have saved direct links to searches * Use our core support for Queue Subject Tags * No longer provide lookup links for tickets in non-RTIR queues * Make using $ArticleOnTicketCreate work again (Carlos Fuentes) * Fix a bug with the Rich Text Editor in Scripted Actions Documentation * Fix the DROP INDEX command in the upgrading docs * Additions to Constituencies documentation from Christophe Vandeplas * Clarify instructions in the 3.0 upgrading docs Development * Provide a make parallel-test target * Update rtir.pot * New callbacks for customizing the RTIR homepage portlets A complete changelog is available from git by running: git log 3.0.0..3.0.1 or visiting https://github.com/bestpractical/rtir/compare/3.0.0...3.0.1 -------------- next part -------------- A non-text attachment was scrubbed... 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