[rt-users] Query Builder - Custom Fields
After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.
A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.
I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.
Any pointers appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
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Re: [rt-users] Query Builder Result Page - Clickable CustomField Link
Hi Torsten, you have to extend the ticket columnmap to get the link into the search result. -chris Am 02.08.2010 19:42, schrieb Torsten Brumm: Hi RT Users, i have a question regarding CustomFields of Type Upload On File. If i create a query and at the output i let display RT the Content of this Field, i get a the Name of the Attached File, so far so good. But now i like to direct link this as downloadable link, is there any way to do this? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
testwreq wreq wrote: To install ExternalAuth, I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During installation, it asked for path to your RT.pm, which I entered as /data/rt3/lib Any ideas? On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey mike.peac...@jennic.com mailto:mike.peac...@jennic.com wrote: I ran the following command ( cpan -i RT::Authen::ExternalAuth ); Follow the manual install instructions. Follow the manual install instructions. NOT cpan. -- Kind Regards, __ Mike Peachey, IT Systems Administrator Low Power RF Solutions (formerly Jennic Ltd.) NXP Semiconductors Furnival Street, Sheffield, S1 4QT, UK Tel: +44 114 281 2655 Fax: +44 114 281 2951 Comp Reg No: 3191371 - Registered In England http://www.nxp.com http://www.jennic.com __ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] MAndatory CF per post
Hi all, Is there a way to enter CF values in each individual post made to a ticket? What I am trying to achieve is a way of logging how much time an engineer spends working on each part of a request. The time worked field is no good to us as we want something that is updated dynamically from each post, so the managers can view the total time worked on a ticket and the time worked on each individual post. Is this at all possible? Regards, Jim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to Manage a First plus Second Level Support Configuration
Hi Andrea, first of all you should have applied the custom fields to both queues. If you then create a ticket with the create button under links, then the custom fields values should also be copied. You can then manually change the queue or you could try the following extension: http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue to create the ticket in another queue. We use even another way. I have created an customfield (select one value). On customfield value change I trigger an scrip that create the depending ticket in an queue (depending on the selected value of this customfield) and copie the other needed customfield values to that ticket. If you want to got this way I can send you the scrip I use. I have also tweaked our ticket create page. If you come from the create button in link to the ticket create page (clone a ticket), then you can change the queue. @Jesse Maybe you want a patch for that? -chris Am 02.08.2010 22:15, schrieb Andrea Perotti: Il 02/08/2010 19:26, Kenneth Crocker ha scritto: If I understand you correctly, you want to be able to create a DependsOn link/ticket in another Queue from the L1 Queue? Thank you for your reply. I'm already able to manually create linked ticket from one queue to another, the problem is that I cannot copy the CF values from one to the other one: the only way to have this behaviour is to create the dependency in the same queue. My goal is to do this in a semi automatic way. I need to be able to create a new ticket, in the Queue L2, with the same custom fields taken from a ticket from L1 Queue and with a relation of dependency. Perfect would be to let the user who manage in L1 the ticket to add a comment or a message in the new ticket, but I could manage the passage in other ways (maybe taking the last message or comment from the L1 ticket. I hope this have clarified the situation. cheers Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] External Authentication with LDAPS
filter is your LDAP query string to determine if a particular CN is a user. If you are connecting to an AD it would be ((objectCategory=User) (Object Class=Person)) d_filter is your LDAP query to determine disabled users. If you are connecting to an AD it would be a bitmask like so (userAccountControl:1.2.840.113556.1.4.803:=2) group is your LDAP CN that all your RT users would be a part of. This should be the full CN group_attr is the attribute of the user CN that determines what groups they are in. In AD this would be member One thing I would test is getting an LDAP browser and connecting using the same info you are attempting to connect with in RT, verify the user you are using works... Then troubleshoot from there.. Good luck! Mike. On Mon, Aug 2, 2010 at 8:08 AM, Anthony BRODARD brodard.anth...@gmail.comwrote: And here, another logs generate with debug: [Mon Aug 2 12:05:00 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap.blanked.fr(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) [Mon Aug 2 12:05:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Aug 2 12:05:00 2010] [error]: FAILED LOGIN for anthony.brodard from 10.1.104.30 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) [Mon Aug 2 12:05:01 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Aug 2 12:05:01 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon Aug 2 12:05:01 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Aug 2 12:05:01 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:168) [Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Aug 2 12:05:01 2010] [debug]: Calling UserExists with $username (anthony.brodard) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Mon Aug 2 12:05:01 2010] [debug]: UserExists params: username: anthony.brodard , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Mon Aug 2 12:05:01 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:168) 2010/7/29 Mike Johnson mike.john...@nosm.ca make sure you reply to the list, very important to share all this so others can learn. The only thing I could think of is your LDAP settings are incorrect somewhere. Some things I found when I was setting things up 1. user = the fully qualified CN of the user(ie CN=Mike Johnson,OU=Users,OU=mycompany,OU=mydomain,OU=local 2. filter and d_filter have to have valid settings 3. Group/Group_Attr had to have settings. I was binding to an AD, so I'm not 100% on 3 if it isn't an AD... but 1 and 2 hold true for any LDAP. HTH Mike. On Thu, Jul 29, 2010 at 9:38 AM, Anthony BRODARD brodard.anth...@gmail.com wrote: TLS argument is already sets to 1. I don't know how to see if it's the ldap's server which refuses the connection, or it's an other problem. 2010/7/29 Mike Johnson mike.john...@nosm.ca Oops, looking at it again, i was looking at the mysql config part, not ldap. i think the only way you can adjust what port you are connecting to through LDAP is specifying if it's TLS or not(I believe TLS is 636? google to confirm). You said you are supposed to be connecting on 636, so set the tls argument in your LDAP settings to 1. restart apache and give it a shot. Good luck! Mike. On Thu, Jul 29, 2010 at 8:48 AM, Mike Johnson mike.john...@nosm.cawrote: If you read the ExternalAuth's RT_SiteConfig.pm in /RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm It shows you how to set the port you are connecting on. Set that to the port your LDAP server is listening to. Good luck MIke. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a
Re: [rt-users] How to Manage a First plus Second Level Support Configuration
Il 03/08/2010 13:40, Christian Loos ha scritto: http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue to create the ticket in another queue. Thank you! I discovered in the wiki different solutions: * http://wiki.bestpractical.com/view/ForkIntoNewTicket * http://wiki.bestpractical.com/view/CreateChildTicket * http://wiki.bestpractical.com/view/SpawnChildTicket but this extension looks like the most promising one. If you want to got this way I can send you the scrip I use. It would be nice to view it. If you can, please attach here in the list, so everybody could take a look at it. I have also tweaked our ticket create page. If you come from the create button in link to the ticket create page (clone a ticket), then you can change the queue. @Jesse Maybe you want a patch for that? If you can, post that either :) I hope to see your reply very soon Cheers -- Andrea Perotti Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Editing elements does not work
Hi!
I installed 3.8.7 (yes, I'll update soon, but the package was already
there ;)) on Ubuntu 10.04, with apache2 fastcgi.
Works fine.
Now I wanted to edit some Files to add a link to our time-tracking
utility, as it is now working fine in 3.8.2.
All changed files (*) are in /usr/share/request-tracker3.8/html/
* I edited Elements/PersonalQuickbar (in 3.8.2 this was still in
Elements/Header) for a general link (2nd line added)
...
% if ($session{'CurrentUser'}-Name) {
a href=http://server/directory/timetracking/; target=_blanktime
tracker/a |
|/l, span.$session{'CurrentUser'}-Name./span Logged in as
[_1]/
...
* Ticket/Elements/Tabs for a ticket specific link
Added into $ticket_page_tabs:
_Z = {
title = loc('time tracker'),
path = http://server/directory/timetracking/?newEntry=;
. $id,
},
* Ticket/Elements/ShowSummary to add an element for time-tracking summary.
| /Widgets/TitleBox, title = loc('time tracker'),
title_href =
http://server/directory/timetracking/?newEntry=.$Ticket-Id,
class = 'ticket-info-links'
/Elements/ShowTimeTracking, Ticket = $Ticket
/
(just before /td /tr /table at the end)
* Of course, there is a new Elements/ShowTimeTracking
%$webdata%
%INIT
my $tid = $Ticket-id;
my $webdata = `wget -O -
http://server/directory/timetracking/listing.php?q=$tid`;
my $path
= RT-Config-Get('WebPath')
. '/Ticket/Create.html?Queue='
. $Ticket-Queue
. 'CloneTicket='
. $Ticket-id;
/%INIT
After these changes I restarted Apache2 (/etc/init.d/apache2 restart),
but nothing changed.
No signs of my added texts/links.
Is there another trick, has fastcgi some lasting caches?
Do I have to change something else than the files mentioned above?
FastCGI seems to be restarted ok, I tried apache2 stop, looked for
processes (found none), and started again.
FastCGI: server
/usr/share/request-tracker3.8/libexec/mason_handler.fcgi started (pid
1234)
There are no errors in the apache logs.
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Re: [rt-users] How to Manage a First plus Second Level Support Configuration
Andrea, Will there ever be a time you create a DependsOn ticket that you do *NOT*want to be in L2 Queue? Kenn On Mon, Aug 2, 2010 at 1:15 PM, Andrea Perotti apero...@cutaway.it wrote: Il 02/08/2010 19:26, Kenneth Crocker ha scritto: If I understand you correctly, you want to be able to create a DependsOn link/ticket in another Queue from the L1 Queue? Thank you for your reply. I'm already able to manually create linked ticket from one queue to another, the problem is that I cannot copy the CF values from one to the other one: the only way to have this behaviour is to create the dependency in the same queue. My goal is to do this in a semi automatic way. I need to be able to create a new ticket, in the Queue L2, with the same custom fields taken from a ticket from L1 Queue and with a relation of dependency. Perfect would be to let the user who manage in L1 the ticket to add a comment or a message in the new ticket, but I could manage the passage in other ways (maybe taking the last message or comment from the L1 ticket. I hope this have clarified the situation. cheers -- Andrea Perotti Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
Eric, Did you write a scrip for this and now it isn't working? Kenn LBNL On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain lyonco...@yahoo.com wrote: Hello RT Users, I need some suggestions... We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function that re-opens a resolved ticket upon a reply has stopped working. It used to be that when we would resolve a ticket, if the original requester replied to the resolved email, either with a thanks or but it still dosen't work or whatever, the ticket would reopen automatically. Now, the requesters email reply is still entered into the ticket history, but the ticket remains resolved. Any idea why this might have happened? I know many people would see this as a plus but I actually need this function. Thank You, *Eric A. Malain Network Administrator* Wellpartner, Inc “The brave may not live forever, but the cautious do not live at all” Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Charset issue in html to text/plain template conversion.
Hi, We have an initial working setup of RT, simple text templates which setup generic From: lines and standard sig block. RichText is asked however so i'm experimenting with it, and i may have found some kind of bug. The requested attachement include a supreg;/sup entity, which is still ok in the text/html part of the outbound mail, however when switching to the text/plain part thunderbird display a white on black exclamation mark, used for invalid char. When inspecting the mail file further, it appear that the reg; entity is converted to the 0xAE char, which is the ansi value of the entity, however the system is setup for utf8 mails: =_1280785919-7532-2 RT-Attach-Message: yes Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 -- sig block Company � =_1280785919-7532-2 Content-Type: text/html; charset=utf-8 X-RT-Original-Encoding: utf-8 Also there is the RT-Attach-Message header left in the text/plain block. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Batch user import?
Checking to see if my messages are going through. I have asked this question twice and haven't seen my question go out or any answers to it. Please! Need help! -- Forwarded message -- From: Carol Sabbar csab...@carthage.edu Date: Thu, Jul 29, 2010 at 9:42 AM Subject: Batch user import? To: rt-users rt-users@lists.bestpractical.com I'd like to import users into Request Tracker from a CSV or similar file. I found some info on gossamer, but not enough to get a working solution. Any really practical solutions are really appreciated. -- Carol Sabbar Director of Information Services Carthage College csab...@carthage.edu -- Carol Sabbar Director of Information Services Carthage College csab...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding someone as a permanent CC (not admin CC)
Hi there, Is there any way of setting up RT to permanently CC someone on all correspondance within RT *without* having to manually add them as AdminCC to all tickets? For example, if one RT users takes ownership of a ticket and replies to the requestor, another RT user will receive all correspondance via e-mail. I know this can be done by adding an e-mail address as AdminCC manually, but I would like this to be done automatically. Any help would be appreciated :) Regards, Andrew Cote User Support Specialist P\S\L Group Canada - Office: +1.514.938.2600 x2520 www.pslgroup.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
No Sir, this was the way it was out of the box. As I understand it... this is the default way RT SHOULD work. From: Kenneth Crocker kfcroc...@lbl.gov To: rt-users@lists.bestpractical.com Sent: Mon, August 2, 2010 2:43:43 PM Subject: Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please. Eric, Did you write a scrip for this and now it isn't working? Kenn LBNL On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain lyonco...@yahoo.com wrote: Hello RT Users, I need some suggestions... We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function that re-opens a resolved ticket upon a reply has stopped working. It used to be that when we would resolve a ticket, if the original requester replied to the resolved email, either with a thanks or but it still dosen't work or whatever, the ticket would reopen automatically. Now, the requesters email reply is still entered into the ticket history, but the ticket remains resolved. Any idea why this might have happened? I know many people would see this as a plus but I actually need this function. Thank You, Eric A. Malain Network Administrator Wellpartner, Inc “The brave may not live forever, but the cautious do not live at all” Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder - Custom Fields
Paul,
In Query Builder, Custom Fields are not available until you have selected a
Queue. Remember, Custom Fields are applied to Queues, soo until you tell
RT what Queue(s) you want to select from, it won't know what CF's to offer.
Kenn
LBNL
On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith paul.broadw...@blueivy.co.uk
wrote:
After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.
A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.
I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.
Any pointers appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.
Please contact the sender if you believe you have received this email in
error.
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] MAndatory CF per post
Jim, How would RT know how much time that was? If the user is working on the program or problem or design or just thinking about the problem, he won't be in RT hitting enter for every minute he is thinking on a ticket and there is no time clock going off to determine how much time the person is spending doing that task. RT will only know of the time the guy signs on, starts a transaction and completes a transaction. You could design a time clock for a ticket and have procedures that require (I don't know how you would *monitor * anyone following such procedure) a person enter a check-in time for a ticket and then a check-out time. But that just may be trying to put too fine a granularity on the issue. Somewhere down the line, you have to just trust the guy when he says he worked 20 hours on something. Just my opinion, of course. Kenn LBNL On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling jim.tambl...@datatote.co.ukwrote: Hi all, Is there a way to enter CF values in each individual post made to a ticket? What I am trying to achieve is a way of logging how much time an engineer spends working on each part of a request. The time worked field is no good to us as we want something that is updated dynamically from each post, so the managers can view the total time worked on a ticket and the time worked on each individual post. Is this at all possible? Regards, Jim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ExternalAuth workaround? while waiting for 0.9
Every E-mail address passes through this function first. This is why the clean-up/fix-up works. Ken On Tue, Aug 03, 2010 at 11:15:50AM -0400, Mike Johnson wrote: Ah, so this is called everytime a new user emails the system? (sorry, still learning how RT even works :P never mind how it's coded hehe) On Tue, Aug 3, 2010 at 11:08 AM, Kenneth Marshall k...@rice.edu wrote: On Tue, Aug 03, 2010 at 10:59:15AM -0400, Mike Johnson wrote: Would this also ensure that when LDAP finds the matching email in RT's users, it'll update the other info to what LDAP has?(essentially overwriting the email address as username that was set when a non-user emails RT) The function looks up the E-mail address in the LDAP directory and if it is found looks up the corresponding primary E-mail address and uses that instead. Then the rest of the ExternAuth piece populates the other information for the user from the directory using that E-mail address. Cheers, Ken -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ExternalAuth workaround? while waiting for 0.9
Would this also ensure that when LDAP finds the matching email in RT's
users, it'll update the other info to what LDAP has?(essentially overwriting
the email address as username that was set when a non-user emails RT)
On Thu, Jul 29, 2010 at 9:46 AM, Kenneth Marshall k...@rice.edu wrote:
On Thu, Jul 29, 2010 at 09:36:33AM -0400, Mike Johnson wrote:
Greetings all,
Has anyone that is using ExternalAuth developed a workaround for the new
user creation issue with ExternalAuth?
The issue was outlined in another rt-user message(I can't seem to find
now). It relates to when non-privleged users are created through the
creation of a ticket from an email, and then they login using LDAP. The
email generates a user with username and email address as their email
address. ExternalAuth throws an error when it attempts to create the new
user, as a user already exists with the same email address.
I need ExternalAuth to find the user that has the same email address, and
change that user's info to the info it grabs from LDAP.
If I was a perl programmer, I'd figure out how to customize it myself,
but
unfortunately, I'm just stepping into that world... most perl stuff i
use,
I've borrowed from the web :P
Has anyone developed a workaround?
The only thing I can think of, is taking all LDAP users, and loading them
into RT with their info, and everytime a new user is created in LDAP,
they
get created in RT... but that seems like a fair amount of work
Thanks!
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca
Hi Mike,
We use a customized version of the CanonicalizeEmailAddress() function
which looks up the E-mail address in the LDAP directory and maps it to
their primary E-mail address before creating the account. Then it does
not conflict with the ExternalAuth process which will then pull the
same information. Here is our version which should give you some ideas:
sub CanonicalizeEmailAddress {
my $self = shift;
my $email = shift;
# Leave some addresses intact
if ( $email =~ /[\w-...@mysafe1.rice.edu$/ ) {
return ($email);
}
if ( $email =~ /[\w-...@mysafe2.rice.edu$/ ) {
return ($email);
}
# Example: the following rule would treat all email
# coming from a subdomain as coming from second level domain
# foo.com
if ( my $match = RT-Config-Get('CanonicalizeEmailAddressMatch') and
my $replace = RT-Config-Get('CanonicalizeEmailAddressReplace') )
{
$email =~ s/$match/$replace/gi;
}
$email .= '@rice.edu' if ($email =~ /^[\w-]+$/);
#
# Now we should have an Email address that is of the form a...@rice.edu
# Use LDAP to map this to the primary vanity Email alias.
my $params = ( Name = undef,
EmailAddress = undef);
my $ldap = new Net::LDAP($RT::LdapServer)
or $RT::Logger-critical(CanonicalizeEmailAddress: Cannot connect to
LDAP\n),
return ($email);
my $mesg = $ldap-bind();
if ($mesg-code != LDAP_SUCCESS) {
$RT::Logger-critical(CanonicalizeEmailAddress: Unable to bind to
$RT::LdapServer: ,
ldap_error_name($mesg-code), \n);
return ($email);
}
# First check to see if the E-mail address uniquely characterizes the
# user. If so, update the information with the LDAP query results.
my $filter = (mailAlternateAddress=$email);
$mesg = $ldap-search(base = $RT::LdapBase,
filter = $filter,
attrs = [ $RT::LdapMailAttr ]);
if ($mesg-code != LDAP_SUCCESS and $mesg-code != LDAP_PARTIAL_RESULTS)
{
$RT::Logger-critical(Unable to search in LDAP: ,
ldap_error_name($mesg-code), \n);
return ($email);
}
# The search succeeded with just one match
if ($mesg-count == 1) {
$email = ($mesg-first_entry-get_value($RT::LdapMailAttr))[0];
}
$mesg = $ldap-unbind();
if ($mesg-code != LDAP_SUCCESS) {
$RT::Logger-critical(Could not unbind from LDAP: ,
ldap_error_name($mesg-code), \n);
}
undef $ldap;
undef $mesg;
return ($email);
}
You will also need these somewhere ahead of there use:
use Net::LDAP;
use Net::LDAP::Constant qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS);
use Net::LDAP::Util qw (ldap_error_name);
use Net::LDAP::Filter;
We have them at the top under use strict.
Cheers,
Ken
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] ExternalAuth workaround? while waiting for 0.9
Ah, so this is called everytime a new user emails the system? (sorry, still learning how RT even works :P never mind how it's coded hehe) On Tue, Aug 3, 2010 at 11:08 AM, Kenneth Marshall k...@rice.edu wrote: On Tue, Aug 03, 2010 at 10:59:15AM -0400, Mike Johnson wrote: Would this also ensure that when LDAP finds the matching email in RT's users, it'll update the other info to what LDAP has?(essentially overwriting the email address as username that was set when a non-user emails RT) The function looks up the E-mail address in the LDAP directory and if it is found looks up the corresponding primary E-mail address and uses that instead. Then the rest of the ExternAuth piece populates the other information for the user from the directory using that E-mail address. Cheers, Ken -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
make command in the manual installation results in make: *** No targets specified and no makefile found. Stop. What does this mean? On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey mike.peac...@jennic.comwrote: testwreq wreq wrote: To install ExternalAuth, I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During installation, it asked for path to your RT.pm, which I entered as /data/rt3/lib Any ideas? On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey mike.peac...@jennic.com mailto:mike.peac...@jennic.com wrote: I ran the following command ( cpan -i RT::Authen::ExternalAuth ); Follow the manual install instructions. Follow the manual install instructions. NOT cpan. -- Kind Regards, __ Mike Peachey, IT Systems Administrator Low Power RF Solutions (formerly Jennic Ltd.) NXP Semiconductors Furnival Street, Sheffield, S1 4QT, UK Tel: +44 114 281 2655 Fax: +44 114 281 2951 Comp Reg No: 3191371 - Registered In England http://www.nxp.com http://www.jennic.com __ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
[r...@devwww RT-Authen-ExternalAuth-0.08]# ls -l total 64 -rwxr-xr-x 1 1177 wheel 10019 Jan 24 2009 ChangeLog drwxr-xr-x 2 root root 4096 Jan 24 2009 etc drwxr-xr-x 3 root root 4096 Jan 24 2009 html drwxr-xr-x 3 root root 4096 Jan 24 2009 inc drwxr-xr-x 3 root root 4096 Jan 24 2009 lib -rwxr-xr-x 1 1177 wheel 18018 Nov 7 2008 LICENSE -rwxr-xr-x 1 root root499 Jan 18 2009 Makefile.PL -rwxr-xr-x 1 root root554 Jan 18 2009 MANIFEST -rwxr-xr-x 1 root root415 Jan 16 2009 META.yml -rwxr-xr-x 1 1177 wheel 3005 Jan 20 2009 README [r...@devwww RT-Authen-ExternalAuth-0.08]# [r...@devwww RT-Authen-ExternalAuth-0.08]# make make: *** No targets specified and no makefile found. Stop. [r...@devwww RT-Authen-ExternalAuth-0.08]# ] On Tue, Aug 3, 2010 at 10:30 AM, testwreq wreq testw...@gmail.com wrote: make command in the manual installation results in make: *** No targets specified and no makefile found. Stop. What does this mean? On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey mike.peac...@jennic.comwrote: testwreq wreq wrote: To install ExternalAuth, I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During installation, it asked for path to your RT.pm, which I entered as /data/rt3/lib Any ideas? On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey mike.peac...@jennic.com mailto:mike.peac...@jennic.com wrote: I ran the following command ( cpan -i RT::Authen::ExternalAuth ); Follow the manual install instructions. Follow the manual install instructions. NOT cpan. -- Kind Regards, __ Mike Peachey, IT Systems Administrator Low Power RF Solutions (formerly Jennic Ltd.) NXP Semiconductors Furnival Street, Sheffield, S1 4QT, UK Tel: +44 114 281 2655 Fax: +44 114 281 2951 Comp Reg No: 3191371 - Registered In England http://www.nxp.com http://www.jennic.com __ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding someone as a permanent CC (not admin CC)
On Tue, Aug 3, 2010 at 10:25 AM, Andrew Cote andrew.c...@pslgroup.com wrote: Hi there, Is there any way of setting up RT to permanently CC someone on all correspondance within RT *without* having to manually add them as AdminCC to all tickets? For example, if one RT users takes ownership of a ticket and replies to the requestor, another RT user will receive all correspondance via e-mail. I know this can be done by adding an e-mail address as AdminCC manually, but I would like this to be done automatically. Any help would be appreciated :) How about if you created a group which would be the cc for the queue in question (under watchers for said queue)? Regards, Andrew Cote User Support Specialist P\S\L Group Canada - Office: +1.514.938.2600 x2520 www.pslgroup.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] MAndatory CF per post
Kenn, I might not have explained it properly. I want a field that the user can fill in with how much time they worked on that portion of the ticket, I am trusting them to enter the correct data. The TimeWorked field is very easy to overwrite so I want a per-post entry with a total displayed in the ticket summary. Maybe it is possible to do something like that? The 'time worked' value would ideally be a mandatory field in each post. Regards, Jim -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 03 August 2010 16:33 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] MAndatory CF per post Jim, How would RT know how much time that was? If the user is working on the program or problem or design or just thinking about the problem, he won't be in RT hitting enter for every minute he is thinking on a ticket and there is no time clock going off to determine how much time the person is spending doing that task. RT will only know of the time the guy signs on, starts a transaction and completes a transaction. You could design a time clock for a ticket and have procedures that require (I don't know how you would *monitor * anyone following such procedure) a person enter a check-in time for a ticket and then a check-out time. But that just may be trying to put too fine a granularity on the issue. Somewhere down the line, you have to just trust the guy when he says he worked 20 hours on something. Just my opinion, of course. Kenn LBNL On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling jim.tambl...@datatote.co.ukwrote: Hi all, Is there a way to enter CF values in each individual post made to a ticket? What I am trying to achieve is a way of logging how much time an engineer spends working on each part of a request. The time worked field is no good to us as we want something that is updated dynamically from each post, so the managers can view the total time worked on a ticket and the time worked on each individual post. Is this at all possible? Regards, Jim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3046 - Release Date: 08/02/10 18:59:00 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Batch user import?
Have look onto this tiny piece of code...
createuser.pl
#!/usr/bin/perl
use strict;
use warnings;
BEGIN { die You must define \$RT_HOME\n
unless exists $ENV{RT_HOME} };
use lib $ENV{RT_HOME}/lib;
use RT;
RT::LoadConfig();
RT::Init();
use RT::Interface::CLI qw(GetCurrentUser loc);
use RT::Tickets;
my $CurrentUser = GetCurrentUser();
die loc(No RT user found.\n) unless ($CurrentUser-Id);
die We need exactly 2 Arguments, Name Email\n unless ($#ARGV==1);
my $UserName=shift @ARGV;
my $Email=shift @ARGV;
my $User = RT::User-new($CurrentUser);
my
($id,$Message)=$User-Create(Name=$UserName,EmailAddress=$Email,Privileged=1,Password='apassword');
if ($id){
print $Message.\n;
}
else{
printThis is a error!\n$Message\n;
}
triggered from a shell script like these:
#!/bin/bash
export RT_HOME=/opt/rt3
P1=/opt/rt3/local/bin/
U1=/opt/rt3/local/bin/userlist
while read zeile; do
set -- $zeile
echo Bearbeite User: $1 $2
/usr/bin/perl ${P1}creatertuser.pl $1 $2
done$U1
you need a csv file called userlist with the needed values.
2010/8/3 Carol Sabbar csab...@carthage.edu
Checking to see if my messages are going through. I have asked this
question twice and haven't seen my question go out or any answers to it.
Please! Need help!
-- Forwarded message --
From: Carol Sabbar csab...@carthage.edu
Date: Thu, Jul 29, 2010 at 9:42 AM
Subject: Batch user import?
To: rt-users rt-users@lists.bestpractical.com
I'd like to import users into Request Tracker from a CSV or similar file.
I found some info on gossamer, but not enough to get a working solution.
Any really practical solutions are really appreciated.
--
Carol Sabbar
Director of Information Services
Carthage College
csab...@carthage.edu
--
Carol Sabbar
Director of Information Services
Carthage College
csab...@carthage.edu
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder - Custom Fields
Kenn,
I think I'm further forward.
I have three CF's - one attached to Tickets and 2 attached to Ticket
Transactions.
When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the 'Add Criteria' list without me doing anything. However, I
can't see the CF's attached to Ticket Transactions. How do I get them to
show?
When you also say 'selected a queue' - do you mean, select Queue Is
'QUEUE NAME' and THEN they appear or do I have to click the 'Add these
terms' button and THEN they appear? Or have I missed something?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 16:26
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields
Paul,
In Query Builder, Custom Fields are not available until you have
selected a Queue. Remember, Custom Fields are applied to Queues, soo
until you tell RT what Queue(s) you want to select from, it won't know
what CF's to offer.
Kenn
LBNL
On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith
paul.broadw...@blueivy.co.uk wrote:
After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.
A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.
I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.
Any pointers appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views
or opinions expressed are solely those of the author and do not
necessarily represent those of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them
to anyone.
Please contact the sender if you believe you have received this email in
error.
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder - Custom Fields
Paul,
You have to click either of the *add these items* options. That will
then tell Query Builder what Queues you are using and it will then find the
CF's that are applied to the Queue(s) you listed.
I don't use Transaction Custom Fields so I'm not much use for advise there.
Sorry.
Hope this helps.
Kenn
LBNL
On Tue, Aug 3, 2010 at 9:51 AM, Paul Broadwith paul.broadw...@blueivy.co.uk
wrote:
Kenn,
I think I’m further forward.
I have three CF’s – one attached to Tickets and 2 attached to Ticket
Transactions.
When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the ‘Add Criteria’ list without me doing anything. However, I
can’t see the CF’s attached to Ticket Transactions. How do I get them to
show?
When you also say ‘selected a queue’ – do you mean, select Queue Is
‘QUEUE NAME’ and THEN they appear or do I have to click the ‘Add these
terms’ button and THEN they appear? Or have I missed something?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
[image: Description: blueivy_logo_emailsig.jpg]
* *
*Tel.:* 0845 862 0292
*Web:* http://www.blueivy.co.uk
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 03 August 2010 16:26
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Query Builder - Custom Fields
Paul,
In Query Builder, Custom Fields are not available until you have selected a
Queue. Remember, Custom Fields are applied to Queues, soo until you tell
RT what Queue(s) you want to select from, it won't know what CF's to offer.
Kenn
LBNL
On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith
paul.broadw...@blueivy.co.uk wrote:
After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.
A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.
I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.
Any pointers appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.
Please contact the sender if you believe you have received this email in
error.
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Batch user import?
Carole, We had to add some users from a legacy system so we just created a perl program and used the RT API to load the Users and various info. I like using the API because it basically does what RT does for you and there is less chance of us missing a step. Kenn LBNL On Tue, Aug 3, 2010 at 6:59 AM, Carol Sabbar csab...@carthage.edu wrote: Checking to see if my messages are going through. I have asked this question twice and haven't seen my question go out or any answers to it. Please! Need help! -- Forwarded message -- From: Carol Sabbar csab...@carthage.edu Date: Thu, Jul 29, 2010 at 9:42 AM Subject: Batch user import? To: rt-users rt-users@lists.bestpractical.com I'd like to import users into Request Tracker from a CSV or similar file. I found some info on gossamer, but not enough to get a working solution. Any really practical solutions are really appreciated. -- Carol Sabbar Director of Information Services Carthage College csab...@carthage.edu -- Carol Sabbar Director of Information Services Carthage College csab...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] MAndatory CF per post
Jim, RT has a tool called My Day and it adds the value entered to *TimeWorked*. It lists all new and open tickets owned by the user. That works for us because we don't let anyone *modify* a Ticket unless they are the owner. Perhaps a procedure where an owner keeps adding their time worked until they are done and then they trigger a notice to the team or whoever might do the next step and then that person/someone on team can Steal it or alternatively, the *previous* owner can give it to the *next owner* and then they do their work, also using My Day to enter their time. The Problem would be getting one persons time separated from another. Perhaps a scrip that put one owners time in a CF when triggered by changing owners. That same scrip could *zero out* Time Worked. Then when the ticket is resolved (or whatever the next step is), another scrip tally's up the time in each CF Time by Owner and *re-sets* the *TimeWorked* for a total time. Just a thought. Hope it helps. Kenn LBNL On Tue, Aug 3, 2010 at 9:45 AM, Jim Tambling jim.tambl...@datatote.co.ukwrote: Kenn, I might not have explained it properly. I want a field that the user can fill in with how much time they worked on that portion of the ticket, I am trusting them to enter the correct data. The TimeWorked field is very easy to overwrite so I want a per-post entry with a total displayed in the ticket summary. Maybe it is possible to do something like that? The 'time worked' value would ideally be a mandatory field in each post. Regards, Jim -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 03 August 2010 16:33 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] MAndatory CF per post Jim, How would RT know how much time that was? If the user is working on the program or problem or design or just thinking about the problem, he won't be in RT hitting enter for every minute he is thinking on a ticket and there is no time clock going off to determine how much time the person is spending doing that task. RT will only know of the time the guy signs on, starts a transaction and completes a transaction. You could design a time clock for a ticket and have procedures that require (I don't know how you would *monitor * anyone following such procedure) a person enter a check-in time for a ticket and then a check-out time. But that just may be trying to put too fine a granularity on the issue. Somewhere down the line, you have to just trust the guy when he says he worked 20 hours on something. Just my opinion, of course. Kenn LBNL On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling jim.tambl...@datatote.co.ukwrote: Hi all, Is there a way to enter CF values in each individual post made to a ticket? What I am trying to achieve is a way of logging how much time an engineer spends working on each part of a request. The time worked field is no good to us as we want something that is updated dynamically from each post, so the managers can view the total time worked on a ticket and the time worked on each individual post. Is this at all possible? Regards, Jim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3046 - Release Date: 08/02/10 18:59:00 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding someone as a permanent CC (not admin CC)
Andrew, Do you want this to happen automatically for all Queues in RT or just certain Queues? If ALL Queues, RT has a RT_Site_Config.pm setting for that. If Queue-by-Queue, there is scrip code in the wiki for that. This code is for Cc', but you could modify it for AdminCc. Kenn LBNL On Tue, Aug 3, 2010 at 7:25 AM, Andrew Cote andrew.c...@pslgroup.comwrote: Hi there, Is there any way of setting up RT to permanently CC someone on all correspondance within RT *without* having to manually add them as AdminCC to all tickets? For example, if one RT users takes ownership of a ticket and replies to the requestor, another RT user will receive all correspondance via e-mail. I know this can be done by adding an e-mail address as AdminCC manually, but I would like this to be done automatically. Any help would be appreciated :) Regards, Andrew Cote User Support Specialist P\S\L Group Canada - Office: +1.514.938.2600 x2520 www.pslgroup.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
Eric, I could easily be wrong on this (has happened *many times* before), but I seem to remember a lot of complaints about tickets re-opening a resolved ticket when correspondence happened to it from the old *3.4.x* days. I thought that was reversed in *3.6.x* due to that. Maybe someone else remembers if there was a change put in due to those complaints. Kenn LBNL On Tue, Aug 3, 2010 at 9:12 AM, Eric Malain lyonco...@yahoo.com wrote: No Sir, this was the way it was out of the box. As I understand it... this is the default way RT SHOULD work. -- *From:* Kenneth Crocker kfcroc...@lbl.gov *To:* rt-users@lists.bestpractical.com *Sent:* Mon, August 2, 2010 2:43:43 PM *Subject:* Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please. Eric, Did you write a scrip for this and now it isn't working? Kenn LBNL On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain lyonco...@yahoo.com wrote: Hello RT Users, I need some suggestions... We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function that re-opens a resolved ticket upon a reply has stopped working. It used to be that when we would resolve a ticket, if the original requester replied to the resolved email, either with a thanks or but it still dosen't work or whatever, the ticket would reopen automatically. Now, the requesters email reply is still entered into the ticket history, but the ticket remains resolved. Any idea why this might have happened? I know many people would see this as a plus but I actually need this function. Thank You, *Eric A. Malain Network Administrator* Wellpartner, Inc “The brave may not live forever, but the cautious do not live at all” Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Email Priority.
Is there a way to set a ticket priority to 50 if the user sets the Email from outlook to Urgent? Inside of the headers of the email exists Priority: Urgent. Can that be checked and acted on when a ticket gets created? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email Priority.
Mark,
Priority is a number field in the DataBase and if you use the CBM command
Priority: Urgent, RT will kick it out as the wrong format for that field.
However, we have a Custom Field (we have urgent as one of the values) and
you could do the same. That way your email could have CF{whatever}: Urgent
in it and then a scrip that sets the priority when that CF value is changed.
Just a thought. Hope it helps.
Kenn
LBNL
On Tue, Aug 3, 2010 at 11:17 AM, Mark Jenks
mark.je...@iodincorporated.comwrote:
Is there a way to set a ticket priority to 50 if the user sets the Email
from outlook to Urgent?
Inside of the headers of the email exists “Priority: Urgent”.
Can that be checked and acted on when a ticket gets created?
Mark Jenks
Network Administrator
*iod incorporated*
mark.je...@iodincorporated.com
920-406-3702
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be privileged, confidential and otherwise
protected from disclosure. If the reader of this message is not the intended
recipient, you are hereby notified that any use, dissemination, distribution
or copying of this message, including any attachments, is strictly
prohibited. If you have received this email message in error, please notify
the sender by reply email and delete/destroy the email message, including
attachments, and any copies thereof. Although we have taken precautions to
minimize the risk of transmitting viruses via email and attachments thereto,
we do not guarantee that either is virus-free, and we accept no liability
for any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email Priority.
What about something like:
http://wiki.bestpractical.com/view/ExtractCustomFieldValues
Cheers,
Ken
On Tue, Aug 03, 2010 at 11:22:45AM -0700, Kenneth Crocker wrote:
Mark,
Priority is a number field in the DataBase and if you use the CBM command
Priority: Urgent, RT will kick it out as the wrong format for that field.
However, we have a Custom Field (we have urgent as one of the values) and
you could do the same. That way your email could have CF{whatever}: Urgent
in it and then a scrip that sets the priority when that CF value is changed.
Just a thought. Hope it helps.
Kenn
LBNL
On Tue, Aug 3, 2010 at 11:17 AM, Mark Jenks
mark.je...@iodincorporated.comwrote:
Is there a way to set a ticket priority to 50 if the user sets the Email
from outlook to Urgent?
Inside of the headers of the email exists ?Priority: Urgent?.
Can that be checked and acted on when a ticket gets created?
Mark Jenks
Network Administrator
*iod incorporated*
mark.je...@iodincorporated.com
920-406-3702
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be privileged, confidential and otherwise
protected from disclosure. If the reader of this message is not the intended
recipient, you are hereby notified that any use, dissemination, distribution
or copying of this message, including any attachments, is strictly
prohibited. If you have received this email message in error, please notify
the sender by reply email and delete/destroy the email message, including
attachments, and any copies thereof. Although we have taken precautions to
minimize the risk of transmitting viruses via email and attachments thereto,
we do not guarantee that either is virus-free, and we accept no liability
for any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Setting up approvals....
Can someone point me to documentation on how to set up the approval system in RT? -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Setting up approvals....
Start reading here: http://wiki.bestpractical.com/view/ApprovalCreation http://wiki.bestpractical.com/view/ManualApprovals 2010/8/3 Gary Greene ggre...@minervanetworks.com Can someone point me to documentation on how to set up the approval system in RT? -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
