Dear list members,
we would like to convert our 9 year old rt2 (2.0.14 from 02/2002)
to the current rt3 3.8.8.
Therefore,
- I downloaded your migration tool from
https://github.com/bestpractical/rt2-to-rt3 and
- created a dump directory using rt-2.0-to-dumpfile and
- tried to import the dump usi
> - I downloaded your migration tool from
https://github.com/bestpractical/rt2-to-rt3 and
> - created a dump directory using rt-2.0-to-dumpfile and
> - tried to import the dump using dumpfile-to-rt-3.0 to the new RT3
mysql-db but
> I get the following errors ...
...
> So, only the tickets NOT a
Hi,
a) I started the import now by erasing the predefined database:
/opt/rt3/sbin/rt-setup-database --action drop --dba root
--dba-password xx
/opt/rt3/sbin/rt-setup-database --action create --dba root
--dba-password xx
/opt/rt3/sbin/rt-setup-database --action schema --dba
Hi,
We would like to answer ticket in ONE
queue called "support" using different languages.
The language depends on the language of the requestor.
If the requestor has no language set, we have to set
the language automatically (scrip) dependent on the
"To"-email-addr used for creating the ticke
The list server mixed up my example, therefore again:
Example: Sending an email to
a) support [at] example dot COM : set "English" to the requestor
language,
b) support [at] example dot DE : set "German" to the requestor
language.
regards
Danny
Hi,
we added our company signature (queue based) to
3 (Correspondence, Autoreply and Resolve) templates.
Is it possible to move the 3 times duplicated signature code to
a RTFM article and include this article in my templates, like
{ $Transaction->GetRTFMArticle(3) }
So, the maintenance will
Hi,
If i set MessageBoxIncludeSignature to 0, the signature
will still displayed while "reply" (respond action) to a ticket.
This is because rt-3.8.8/share/html/Ticket/Update.html
is written to ignore the config variable while processing
any "Respond" action.
** rt-3.8.8/share/html/Ticket/Updat
> It does not let you dynamically load an article from a Template, you
> could do that without the extension just by writing code in normal RT
> Templates.
Sure. But I would not like to repeat myself in 3 templates (3 times the
same
signature/code in 3 templates) - for one queue.
I would like to
> > my $rtfm = RT::FM::Article->new($Ticket->CurrentUser);
> > my ($id,$msg) = $rtfm->Load("Signature1");
> > if (!id) { $RT::Logger->debug("failed .."); } else { "HOWTO print a
CF
> > xxx from the loaded article ?"; }
>
> Sure, that was my suggestion
> You don't need RTFM::Extension::ArticleTEmpl
Hi,
we would like to update from rt 2.0.11 to 3.8.8.
Using dumpfile-to-rt-3.0, a full export/import works fine.
The incremental import ended with the following error:
t-57701: ww[Mon Mar 7 14:26:48 2011] [crit]:
Couldn't set EffectiveId: That is already the current value
(/opt/rt3/lib/RT/Tic
Hi,
I try to save my over-due-reminder search (configured in the 'advance
search page'):
Owner = '__CurrentUser__' AND Due <= 'now'
AND Due > 0 AND type = 'Reminder'
AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )
but it's not possible, because I cannot
Hi,
is there a change to get the custom field id by the CF name ?
my $fieldId =
$self->TransactionObj->getCustomFieldIdByName("CF-Summary");
I would like to replace the field number with the name
to make the code more robust.
--
### Trigger if custom value changed
return undef unles
Hi Ruslan,
> my $cf_obj = $self->TicketObj->LoadCustomFieldByIdentifier("Summary");
works perfectly - thanks very much !!
best regards
Danny
Hi,
did you add it to your Plugins ?
Set(@Plugins, qw(
RT::Extension::CommandByMail
and also to the Mailplungins - in the right order like
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction) );
kind regards
Danny
Hi,
we are using the current version 0.03 of
http://search.cpan.org/~ruz/RT-Extension-SLA/
in a productive environment - works great - very
good work.
Also, we are using RT-Extension-CommandByMail to
set e.g. the SLA by email (AddCF.{SLA}:Task-low),
but this does not work.
The logfile tells me a
Hi,
is there a way to add a to the
default search options (rt/Prefs/SearchOptions.html) ?
Currently, "NEWLINE" is available, but no "".
In the normal (advanced) search (not the default one),
it's possible to add
'',
to the Format-Field - works fine. But I don't know
how to change th
Hi,
> > Also, we are using RT-Extension-CommandByMail to
> > set e.g. the SLA by email (AddCF.{SLA}:Task-low),
> > but this does not work.
> Try to use TransactionBatch stage for the SLA scrip that sets default value.
no, this does not work either.
regards
Danny
> Is it possible that you have several custom fields named SLA? Check database.
SELECT * FROM `CustomFields` WHERE `Name` LIKE 'SLA' LIMIT 0 , 30
--> 1 record found
No, only one SLA CF-field.
Danny
> Default formats can be set in the config.
I would like to give the user the possibility
to add a to this user default search,
so the new BLANK should appear in the selection
box
Search Preferences / Search options / Display Columns / "Add Columns:"
I found the available elem
> > I would like to give the user the possibility
> > to add a to this user default search,
> > so the new BLANK should appear in the selection
> > box
> >
> > Search Preferences / Search options / Display Columns / "Add
> > Columns:"
> >
> > I found the available elements setup in
> >
> It's a wrong path. Correct path is:
> /opt/rt3/local/html/Callbacks/MyCallbacks/Search/Elements/BuildFormatString/SetFieldsOnce
yes - sorry about this )-: You are right.
> A reference to array is passed, so you should use reference:
...
> That's it. Not tested.
Great, the following works like
Good evening everybody,
We set the global rights for "Requestor" and "CC" to reply to a ticket.
Because we are using RT3 in the B2B environment, we often faced to the
situation, the another
employee from the some company than the requestor (therefore, with the
same email-domain)
reply additional
Hi,
we added a new state to our rt3.8.17 called "wcr"
(Waiting for Customer Response to a question in the ticket).
Normally, if we reply to a customer ticket,
we change the state from "open" to "wcr" while replying (Update.html).
Is there a possibility to change rt/Ticket/Update.html (maybe with
$request_method;
fastcgi_param CONTENT_TYPE $content_type;
fastcgi_param CONTENT_LENGTH $content_length;
fastcgi_param SCRIPT_NAME "";
fastcgi_param PATH_INFO $uri;
}
}
Viele Gruesse
Daniel Schwager
--
fastcgi_param PATH_INFO $uri;
}
}
> -Original Message-
> From: Torsten Brumm [mailto:tbr...@mac.com]
> Sent: Wednesday, December 24, 2014 5:22 PM
> To: Daniel Schwager
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] rt3.8.17 / nginx and docum
Hi all,
> thanks for this information - there's the fix - important
> lines are "location" and "rewrite" - see (1).
I updated to rt 4.2.6 - now, the combination of rt / nginx / fastcgi /
document-root '/rt' does not work again.
My goal is to map a RT with nginx to a URL like "http://www.domain.
Hi,
I updated to 4.2.6 (from 3.8.8) in our lab - look fine. Now, I'm going to add
some small customizations.
E.g. the simple Search (the search field in the web-ui on the top right) should
also search for a custom field.
Therefore, I added an overlay /opt/rt4/local/lib/RT/Search/Simple_Local.pm
Chris, thank you very much! Now, it work's like a charm!
Best regards
Danny
> -Original Message-
> From: Christian Loos [mailto:cl...@netcologne.de]
> Sent: Thursday, January 15, 2015 4:32 PM
> To: Daniel Schwager; 'rt-users@lists.bestpractical.com'
> S
Hi,
we installed the RT-Extension-RepeatTicket (1) which create recurring tickets -
looks fine (-:
Is there a way to create a search-query to find all the enabled recurring
tickets?
The docu (2) said only
To help you find this initial ticket, which may have been resolved long
a
Hi,
we have many custom fields. Is it possible inside Modify.html to have more than
one CF per row?
In RT 4.2.6 html/Ticket/Modify.html shows all custom fields (grouped or not
grouped) below each other.
Is there a way to have not only one custom field in each row but maybe 2 or 3 ?
I walk thr
Hi all,
> Is there a way to create a search-query to find all the enabled recurring
> tickets?
after investigating the original rt-repeat-ticket perl script, I "developed" my
own list implementation (1).
best regards
Danny
(1) rt-repeat-ticket
#!/opt/perl-5.18.4/bin/perl
Hi,
Just a small not for other admins: If you lock a ticket with
RT-Extension-TicketLocking-0.12, the lock show like (1) for other users.
You can fix this by copy ShowLock to your local area
mkdir -p /opt/rt4/local/html/Elements
cp -local/plugins/RT-Extension-TicketLocking/
ect: Re: [rt-users] RT-Extension-TicketLocking-0.12 and RT 4.2.9 - probs
> showing user lock - fixed.
>
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> On Sun, 18 Jan 2015 12:07:42 + Daniel Schwager
> wrote:
> > Just a small not for other admins: If you lock
Hi,
I would like to create a search finding all my requested tickets
without using my hard-coded email-adr.
Therefore, I overlayed Tickets.pm with Tickets_Local.pm, removing the "use ..."
and adding one line of code like described in
http://requesttracker.wikia.com/wiki/CurrentUserEmail.
Hi Kevin,
> Does
> Requestor = '__CurrentUser__'
> not work?
Oh - yes, this works!! I didn't know about this "Requestor" keyword. Great!
Thank!
> > I tried to just copy _parser() method - but perl cannot find
> > variables from the base class Tickets.pm like FIELD_METADATA or %dispatch ..
Hi,
in short: Is it possible to grant SeeCustomField-rights for one CF dependent on
a queue ?
Long: We have some (external, customer) privileged users working with their
queue.
Also, we have a ticket CF named "Summary". In their queue, the users are able
to see/modify this CF.
Beside of this,
Hi Alex,
your plugin (1) does not work with RT 4.2.9 and mobile theme (from my android).
All fields will be shown.
regards
Danny
(1) RT-Extension-CustomField-HideEmptyValues-1.00 -
http://search.cpan.org/~alexmv/RT-Extension-CustomField-HideEmptyValues-1.00/
smime.p7s
Description: S/MIM
Hi,
we have the same problem here - lot's of plugins and scripts - and some
eval-message like
Jan 26 10:49:10 artee3 RT4: [23122] Use of uninitialized value in string eq at
(eval 3414) line 23.
Jan 26 10:49:11 artee3 RT4: [23122] Use of uninitialized value in string eq at
(eval 3487) line 23.
Hi,
> You might be able to swap out ModifyTicket and use some
> finer-grained rights in its place, depending on what modifications
> end users actually need to make.
what are the equivalent (separate) rights for ModifyTicket?
regards
Danny
From: rt-users [mailto:rt-users-boun...@lists.bestpra
Hi,
I would like to call (inside my scrip) a external webservice
(synchronization-trigger to our Kanban tool).
This call should be done
- one time only,
- after all RT transactions/scrips are done (so, the ticket is "stable"
and will not change anymore)
I don't know how to w
Hi JAS,
> For normal usage it works fast. The number of tickets is only a problem for
> searching. Here we still use sphinx and searching is quite slow.
..
> Going to try mysql builtin fulltext next (that won't fix session problem but
> has potential to be faster).
Currently, we are going to setu
Hi,
maybe you will try to use a separate perl installation?
https://www.bestpractical.com/docs/rt/4.2.12/rt_perl.html
# http://www.cpan.org/src/README.html
mkdir -p /opt/perl-5.18.4/src
cd /opt/perl-5.18.4/src
wget http://www.cpan.org/src/5.0/perl-5.18.4.tar.bz2
tar -xjf p
> Perl::Build might simplify some of these steps -
> https://metacpan.org/pod/Perl::Build
Cool! - didn't know this way..
Thx
Danny
smime.p7s
Description: S/MIME cryptographic signature
> I should also add I'm not a perl expert either, but from what I understand I
> am using fastcgi am I not?
I don't know how you connect your apache httpd to rt (-; If you use fastcgi,
there's no need for mod_perl.
> This all seems a lot more complex than I was
> hoping, I greatly appreciate
> According to the testdeps output it's saying I only need Perl >= 5.10.1, but
> I also wanted to add that all the dependencies are report as found:
>
> ***
> perl:
> *>=5.10.1(5.16.3) ...found*
>
> ..SNIP
>
>
> It appears mine is located here:
>
>
> /root/perl5/lib/perl5/UNIVERSAL
> /root/perl5/lib/perl5/UNIVERSAL/require.pm
>
Hmm - root's home it's not a common location for perl modules (-
m] On Behalf Of
> Daniel Schwager
> Sent: Monday, November 23, 2015 7:32 PM
> To: 'dwdixon'; 'rt-users@lists.bestpractical.com'
> Subject: Re: [rt-users] Trouble/Error with Web deployment
> httpd/apach
Hi everybody,
we setup a new rt 4.2.12 system and tried to follow the instructions for
the native mysql full text search [1], but I failed always with the following
command:
/opt/rt4/sbin/rt-fulltext-indexer
/opt/rt4/sbin/rt-fulltext-indexer is already running; aborting
silently, as r
Hi,
did somebody implements a RT customization to show tooltips related to custom
fields? The tooltip could be the description of the custom field. I'm don't
know how to implement this feature... Some hints?
Best regards
Danny
smime.p7s
Description: S/MIME cryptographic signature
Hi everybody,
is there a possibility to hide the "Bulk Update" menu from every privileged
user who is not member of a "Bulk-Update"-Group?
I cannot find a corresponding Callback in share/html/Elements/Tabs
nor ./share/html/Search/Results.html to change the menu hiding "Bulk Update".
Thanks for
<%args>
$Path
> -Original Message-
> From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
> Sent: Tuesday, December 22, 2015 5:28 PM
> To: Daniel Schwager
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Hide "Bu
Hi Matt,
thanks for your help. In the previous E-Mail (the enter-key was faster than
me!) you found my implementation of hiding the "Bulk Update" menu dependent of
the membership.
Best regards
Danny
smime.p7s
Description: S/MIME cryptographic signature
Hi,
> I'm 100% sure i am using the correct password, i even tried other test
> accounts i have and know they can authenticate against AD just fine.
try ldapsearch to connect to your AD like
ldapsearch -x -H ldap://192.168.100.5:389 -D MYUSER -w MYPASS -b
"dc=yourdomain,dc=com" "cn=Admin
Hi all,
I'm wondering if there's a possibility to search
all tickets refering to one or more assets.
A ticket search string like
RefersTo = 'a:%'
does not work.
Any ideas?
Best regards
Daniel
smime.p7s
Description: S/MIME cryptographic signature
-
RT 4.4 and RTIR training s
Hi,
how can i upgrade from 2.0.11 to the current
version of RT (3.6.2) without loosing all
my data in the mysql-database ? Is
there a way to convert the mysql-database (including > 10k tickets)
from RT2.0.11 to RT-database 3.6.3 ?
Thanks for help
Danny
-
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