[rt-users] log deleting saved search

Hi all We have a special case in our company and I could not handle it. We have several supervisor who have access to modify saved search for a group. It seems that one of the supervisors delete saved search ( and I think he/she doesn't know even her/himself!) and we couldn't find him/her Firs

[rt-users] refine Watch and WatchAsAdminCc or new role?

Hi The following is a scenario which we are facing with it in our company: We have an IT department which serves all the company. One of the departments has several equivalent supervisors. Each of the supervisors can send request to the IT department, but they would like all of the supervis

[rt-users] CommentAddress()/CorrespondAddress method and user rights

Hi all I have created the following callback in order to add a hyper links which will be used in conjunction of a mail clients. In other word, my users could easily click on some links and their mail client would be open with appropriate "To:" and "Subject:" fields. The problem is, when some users

Re: [rt-users] Ticket 'Take' field in custom query

>I am looking to add the 'Take' ticket option in a custom query that filters new tickets based on building location. Creating the query is the easy part but I have not been able to figure out how to add the 'Take' option to the query output. You can add the following in the Format and you will ha

[rt-users] HTML enabled templates / problem with attachments!

ors and AdminCCs) in HTML enabled forms. Any help is appreciated Best Regards Payam Poursaied smime.p7s Description: S/MIME cryptographic signature

Re: [rt-users] HTML enabled templates / problem with attachments!

>Date: Mon, 27 Dec 2010 13:14:34 -0500 >From: Thomas Sibley > >On 24 Dec 2010 06:34, Payam Poursaied wrote: >> When my users send HTML enable emails without any attachments, it >> works fine (i.e. the AdminCCs get the copy of incoming correspond in >> HTML enable

Re: [rt-users] Not the spell fckeditor when creating a ticket

>Hello, > >when creating a ticket, the spell checker button is disabled fckeditor. >How to enable this button? > >Thank you Have tried it with some browser rather than IE? In share/html/NoAuth/RichText/FCKeditor/fckconfig.js check the following line: FCKConfig.SpellChecker = 'ieS

Re: [rt-users] search by CommentedOnBy?

You could start by database select Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr ess from Transactions inner join Users on Users.id=Transactions.Creator where ObjectType='RT::Ticket' and Type='Comment' and Transactins.Created>='-MM-DD HH:MM:SS' and Transactio

[rt-users] apache 100% cpu usage

x27;t any success. Could anyone help me to drill down this problem? Best Regards Payam Poursaied Using "next" says: (gdb) next Cannot find bounds of current function And here below is output of "where" command in gdb66. (gdb) where #0 0x00080093a73b in ??

Re: [rt-users] apache 100% cpu usage

, March 20, 2011 4:02 PM To: Payam Poursaied Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] apache 100% cpu usage I found out a while ago that looping emails would cause RT to go crazy like that. I disabled $LoopsToRTOwner and the problem disappeared. I didn't have time to debu

Re: [rt-users] apache 100% cpu usage

? Best Regards From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: Sunday, March 20, 2011 7:39 PM To: Payam Poursaied Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] apache 100% cpu usage I see storable perl module there, so it's sessions handling. Look at updates

Re: [rt-users] apache 100% cpu usage

-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Payam Poursaied Sent: Sunday, March 20, 2011 8:55 PM To: 'Ruslan Zakirov' Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] apache 100% cpu usage Hi Ruslan Thank yo

[rt-users] Linking to RT from MS Excel

Install firefox and set it as your default browser, then check if the problem get solved or not. I think I had experienced the same thing before with ms IE On Thursday, May 5, 2011, Yan Seiner wrote: > > On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: >> >> I'm trying to set up a link from a MS Ex

Re: [rt-users] Using Scrips assign CustomFields to incoming Tickets (from a pre-defined list of Custom Fields)

Hi Behzad As you mentioned, you want to update both on create and correspond. The scip parameters says it would only trigger on correspond Have you tried to modify the condition to "On Create" or clone this scrip and change the condition of new one to "On Create" I didn't go through your co

[rt-users] find all granted access to specific user

d be also appreciated. I tried to learn more about ACL, Principals and Users but I could not find any relevant info. Best Regards Payam Poursaied RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 & 19, 2011 * Washington DC,

Re: [rt-users] Add Cc and Mail ticket with RT ident

On Wednesday, February 22, 2012, Radek Svoboda wrote: > Hi, > We use email for creating new tickets. When I send message to RT with CC > to user, the Cc-ed user is CC of the ticket, but the mail get from me > (and his reply to me too). But I need, the reply comms to RT. Is the way, > how to sen

[rt-users] outlook multipart/alternative problem, send plain text when attachments exist

Hi all We are working with 3.8.8. we have the following problem: When any HTML correspond/comment with attachments (i.e doc file) sent to RT from outlook (i.e. outlook 2010), the system sends plain/text part rather than html part. I found that outlook 2010 and 2007 include multipart/alternative

[rt-users] Time Calculation in Search Queries

Hi all One of my colleagues intended to get daily updates on tickets which has been not updated for past 12 hours. I wrote a perl script and used REST interface. Then parse the output and based on the results, email him. The web URL is something like below which I substitute date with current

[rt-users] all sender emil addresses in owner field

Hi The instance of our RT became slow specially when clicking on "ticket" link in main page (ticket search). I noticed that more ant thousands of email addresses which are the email address of our customers - requestors- have been put in "Owner" combo box! As I remember, previously only privil

[rt-users] advanced search - customized like with wildcard

Hi all I'm looking for a way to search and find those tickets which their subject starts with 'FAX'. When I use "subject matches 'fax'" in advanced search, the search query is something like .. main.Subject LIKE '%FAX%' . But I'm looking for a way to have a query with higher performanc

[rt-users] creat MAILTO link in search format

Hi I would like to create a more convenient way to reply and comment on tickets. At the first step I'm planning to create a link in my ticket searches which open outlook with appropriate subject tag to the appropriate email address (i.e. commentAddress of CorrespondAddress of the ticket's queue).

[rt-users] Forward ticket -> Entry in Ticket history

More than a month ago, someone asked about putting track of forwarded messages in the history page. http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html Is there any solution to this? smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT

[rt-users] change FORWARD template to support html format

I tried to modify FORWARD global template so support html. I added "Content-Type: text/html" at the first line of that template, but it seems that header of the email become inconsistent which cause mail client (i.e. outlook) do not show the attached forward messages. I checked the source of incomi

[rt-users] bug or misconfiguration? a requestor with see ticket permission could not add her/his created ticket as a child ticket in another queue

Hi all I'm not sure if this is a bug or miss configuration or ever proper situation in RT: This is the scenario: The Customer Support A who has full access to CS queue, needs to ask NOC staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been created in CS queue. Customer Sup

[rt-users] creat MAILTO link in search format

Based on my previous email, I wanted to have mailto link in my search page and also ticket display page to easily use local mail clients such as outlook to send correspond and add comment for a specific ticket. Based on Kevin's help, now I created a column map and also a callback. I put them here

[rt-users] outgoing html emails break

Hi all My Correspondence template is as below: RT-Attach-Message: yes Content-Type: text/html {$Transaction->Content()} And I have "On Correspond Notify Requestors and Ccs" Scrip When the queue receives HTML email without any attachments, the Requestor receives HTML corresponde

Re: [rt-users] Serious problem with mime/html format email containing attachments

> -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Tuesday, October 16, 2012 8:30 PM > > On 10/16/2012 09:37 AM, Payam Poursaied wrote: > > We have a serious

Re: [rt-users] Ticket owner doesn't receive replies if they're not in the queue

> -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to > another IT person, Fred, to solve, not realizing that Fred doesn't have > access to queue Q1. The person works on the ticket

[rt-users] the best method to update "Resolved Time"

Hi all One of my colleagues, moved thousands of resolved tickets to another queue without deactivating the "On ChangeQueue->Set Status=NEW" scrips. Thereafter several tickets statuses updated to new and he resolved them. This caused incorrect "Resolved Time". I know how to find the Tickets and th

[rt-users] any way to get directly to the "Crate Ticket" page

Hi All One of my colleagues, create tickets frequently in a specific queue. In RT3.8.8 in made a bookmark similar to http://ticket-server/rt/Ticket/Create.html?Queue=XX and directly got to the ticket create page. But in RT4.2, it seems that in order to prevent cross site script, block direct acces

[rt-users] bug in HTML::FormatText::WithLinks::AndTables stops scrips working

Hi We are using rt4.2.1 In the past weeks, we received considerable complaints from our staff that their comments and corresponds are not delivered to the requestors (i.e. on correspond notify requestors). As we had upgraded from 3.8 to 4.2.1, we thought this might be caused by the upgrade...

Re: [rt-users] bug in HTML::FormatText::WithLinks::AndTables stops scrips working

> -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > On Sat, 2013-11-30 at 16:59 +0100, Payam Poursaied wrote: > > In the past weeks, we received considerable complaints from our staff [snip] > > Absolutely a bug; we should

Re: [rt-users] error 401 Credentials required

Try curl http://192.168.1.201/rt/REST/1.0/ticket/33/comment ?user=&pass=yyuu On Friday, November 7, 2014, Shahab Sharifzadeh wrote: > i run command: > > curl -u root:Nasim1414 http://192.168.1.201/rt/REST/1.0/ticket/33/comment > > but get me error : > > RT/4.0.19 401 Credentials required >

[rt-users] warning message on set ReferTo

Hi All I have created a script which has below command to create a link $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0) ; When I run the script ReferTo link created, but I got below warning as well. RT version 4.2.8 And line 149 of 02.pl is exit line. Any idea? [8582

Re: [rt-users] warning message on set ReferTo

"id", 3330370) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1168 DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80beca300), 3330370) called at /opt/rt4/lib//RT/Ticket.pm line 146 RT::Ticket::Load(RT::Ticket=HASH(0x80beca3