Re: [rt-users] Users replying to resolved ticket notifications re-opens ticket
Matt Nichols wrote: Hello, When a ticket is resolved and the user receives an email notification stating that their ticket was resolved the user will often send a reply either saying thanks or something to that effect which adds it as a correspondence to the ticket (good) but also sets the ticket from resolved back to open (not good, extra work for us to go close the ticket again since it wasnt the users intention to open the issue back up with their reply.) Any ideas for a solution to this? -Matt I found 2 methods : 1) user education 2) further explanation in the resolved template that they need not reply unless there is still something wrong. Both methods together works best of course. I know this probably isn't the answer you were looking for, but imagine you would ignore replies to a ticket after it is closed (or create a new one) you would have much more problems cleaning up that mess in contrast to just closing the ticket again this time. You could however maybe adjust some templates and use a CustomValue field (which you set manually) to indicate that there will be no Resolved mail sent to the user (after "thanks"-reply) to avoid having a user loop like : thanks - resolved - i thought it was already solved ? - resolved - why do you keep resolving - resolved - stop it ! (Thrust me I've had this with one client at a time... g) So using CustomValue you'd have something like this : thanks - set CustomValue ID10T - resolve (silent - no mail) -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 [EMAIL PROTECTED]^ Fax: +32(0)9/355 13 41 .. Key : http://www.bubbles-it.be/pgp/niels.asc.. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : http://pgp.mit.eduKey-ID : 0x80FAAF0F .. A diplomat is a person who can tell you to go to hell in such a way that you actually look forward to the trip. - Caskie Stinnett, "Out of the Red" signature.asc Description: OpenPGP digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] TransactionBatch
Hi,
I have a small scrip that changes a custom field to IT in case a
correspondence is added to a ticket by a user who is not member of the IT group:
Condition: On Correspond
Action: User Definded
Template: Blank
Stage: TransactionCreate
Preparation: return 1;
Cleanup code:
my $group = 'IT';
my $PrincipalObj = RT::Principal-new( $self-TransactionObj-CreatorObj );
$PrincipalObj-Load( $self-TransactionObj-CreatorObj-Id );
my $groupobj = RT::Group-new($self-TransactionObj-CreatorObj );
$groupobj-LoadUserDefinedGroup($group);
my $HasMember = $groupobj-HasMemberRecursively( $PrincipalObj );
if (! $HasMember) {
$RT::Logger-info(Ticket changed by admin);
my $CFName = 'Wartet auf';
my $DefaultValue = 'IT';
my $RecTransaction = 1;
my $QueueObj = $self-TicketObj-QueueObj;
my $CFObj = RT::CustomField-new( $QueueObj-CurrentUser );
$CFObj-LoadByNameAndQueue( Name = $CFName, Queue = 0 );
unless( $CFObj-id ) {
$RT::Logger-warning( $CFName doesn't exist, Queue -.
$QueueObj-Name .- );
return undef;
}
if ( $self-TicketObj-FirstCustomFieldValue( $CFObj-id ) eq User ) {
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = $CFObj-id,
Value = $DefaultValue,
RecordTransaction =
$RecTransaction );
unless( $st ) {
$RT::Logger-warning( Couldn't set $DefaultValue as value for CF
$CFName:. $msg );
return undef;
}
}
}
My problem: If the custom field Wartet auf is shown in the Update page it
sometimes happens that the scrip changes the field to IT and a later
transaction changes it back to the former value (the one shown in the update
field):
# Do. 22. Jun. 2006, 08:45:00 t.user - Wartet auf IT changed
to User
# Do. 22. Jun. 2006, 08:45:00 RT_System - Wartet auf User
changed to IT
# Do. 22. Jun. 2006, 08:44:59 RT_System - Ausgehende Mail
gespeichert [Zeige]
# Do. 22. Jun. 2006, 08:44:59 RT_System - Ausgehende Mail
gespeichert [Zeige]
# Do. 22. Jun. 2006, 08:44:58 t.user - Correspondence added
[Antworten] [Kommentar]
I suspect the update page created several transactions, one for the
Correspondence and maybe one for custom field? If so, I thought that
TransactionBatch would be the solution. So I changed the scrip to
TransactionBatch stage and nothing happens, it simply does not fire (yes
UseTransactionBatch in RT_SiteConfig is set and apache restarted). Why?
Kind regards,
JP
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Re: [rt-users] Users replying to resolved ticket notifications re-opens ticket
Hello, --Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck [EMAIL PROTECTED]: So using CustomValue you'd have something like this : thanks - set CustomValue ID10T - resolve (silent - no mail) we here use our silently_resolve.patch in http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/ (available for 3.0 to 3.6), to enable a new status selectable by staff to resolve a ticket after thank you without notifying anyone. Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Users replying to resolved ticket notifications re-opens ticket
we here use our silently_resolve.patch in http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/ (available for 3.0 to 3.6), to enable a new status selectable by staff to resolve a ticket after thank you without notifying anyone. Dirk. Same thing different approach, personally I don't really like putting in patches for things that can be handled by the system mechanics itself. (Also I'm running 3.6.0 myself and can't be bothered to adjust the patch :) This solution may perhaps suit you better Matt. We're all here to help :) -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 [EMAIL PROTECTED]^ Fax: +32(0)9/355 13 41 .. Key : http://www.bubbles-it.be/pgp/niels.asc.. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : http://pgp.mit.eduKey-ID : 0x80FAAF0F .. A diplomat is a person who can tell you to go to hell in such a way that you actually look forward to the trip. - Caskie Stinnett, Out of the Red ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] How's 3.6.0 working for you
G'Day, Our group is new to RT. We still have that clear plastic coating over our installation. You know the plastic that rolls up at a corner and only comes off completely when someone has the time to pick at it. We have been unable to successfully install 3.6.0. on a server running Linux CentOS 4.3. There, I said it! We are not doing an upgrade but a start from scratch installation. Not having grown up with RT from its infancy we are not sure if the problem is unique to us or because of the new plastic smell of RT 3.6.0. We have been testing a 3.4.5 RPM install on a 3.8G DELL 1850 server, with 4G memory, running Linux CentOS 4.3. CentOS is a RHEL look alike. The RT installation was configured with RTFM RTIR. We are looking to develop a production installation for an abuse management system do out this fall. (according to the plan:) ) We did try numerous 3.4.5 source installs. Bugs and a trip through dependency Hades leads us to question if it was our O/S of choice and not RT. The RPM install was much smoother. A genuflection to the poor soul would invested the time in sowing the RPM seeds and had the compassion to share his harvest. The RPM puts stuff where you would find them in an RH world. Some of our team new to RH find that difficult. We have a bug with the RTIR module installation on both an RT RPM install and an RT source install. When you try and examine history of the user we get a --Can't locate object method Name via package No object mapping for field--. This has been noted in a posting on the mailing list Mar. 2005 but no answer was posted. Hey wasn't this suppose to be about RT 3.6.0? We haven't thrown our hands up yet on an 3.6.0 install. I am continuing the development and design with 3.4.5 while another individual is trying to get 3.6.0 up and running. His head is bare in spots from pulling hair out but he hasn't started to throw things yet so he is plans to continue the search for the 3.6.0 grail. If he is successful we should have an installation process we would be willing to share. The company planner hoping to start the abuse management system on 3.6.0. I have been investigating paying for some support to get a 3.6.0 install up and running with RTFM and RTIR modules. The company bean counters opened the purse strings to let me buy the O'Reilly book but are not as forth coming with rupees for installation support. I am just hoping we don't have to abandon the 3.6.0 search because of time constraints. I am impressed with the RT community on this board. I suspect they all have their installation nightmares. Some correspondence have given me some insight. Responders have admitted RT is not a turn key install and many of the secrets to a successful installation are locked away in the minds of techies and rarely shared. My background is aviation. Planning and design are critical before a production implementation if you don't want aluminum rain:( I am finding this part difficult because everyone is focused on getting it working without a clear definition of what working means. Sean Conway Network System Specialist ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] New RT 3.4.5 install - rt-mailgate install
Greetings! I am trying to complete a new RT install configuration. I am down to rt-mailgate. Here's what I have read about the configuration: == SETUP Much of the set up of the mail gateway depends on your MTA and mail routing configuration. However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway. Next, you need to route mail to "rt-mailgate" for the queues youâre monitoring. For instance, if youâre using /etc/aliases and you have a "bugs" queue, you will want something like this: bugs: "â/opt/rt3/bin/rt-mailgate --queue bugs --action correspond --url http://rt.mycorp.com/" bugs-comment: "â/opt/rt3/bin/rt-mailgate --queue bugs --action comment --url http://rt.mycorp.com/" Note that you donât have to run your RT server on your mail server, as the mail gateway will happily relay to a different machine. == That does not say how to set up the user in RT. I created a user called mailman. This is probably where I'm going astray, but I do not see any special settings that designate this user as the user which can receive mail. I added the following line to /etc/aliases: support: "/opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url http://support.emcsol.com/" and ran newaliases. When I add the --debug option to the command, I get this: [EMAIL PROTECTED] bin]# /opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url http://support.emcsol.com --debugtestConnecting to http://support.emcsol.com/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, line 1. It makes me think that the permissions on my designated user are not set up correctly. Thoughts? Thanks! Lorell Hathcock [EMAIL PROTECTED] -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.9.1/369 - Release Date: 6/19/2006 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] How's 3.6.0 working for you
Conway, Sean wrote: We have been testing a 3.4.5 RPM install on a 3.8G DELL 1850 server, with 4G memory, running Linux CentOS 4.3. CentOS is a RHEL look alike. We are running the exact same OS. The RT installation was configured with RTFM RTIR. But we do not use RTFM and RTIR We have a bug with the RTIR module installation on both an RT RPM install and an RT source install. Can't help you out there. Hey wasn't this suppose to be about RT 3.6.0? We haven't thrown our hands up yet on an 3.6.0 install. I am continuing the development and design with 3.4.5 while another individual is trying to get 3.6.0 up and running. His head is bare in spots from pulling hair out but he hasn't started to throw things yet so he is plans to continue the search for the 3.6.0 grail. If he is successful we should have an installation process we would be willing to share. I'd be willing to share my installation procedure except I do it from the head and loosely based on http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide The company planner hoping to start the abuse management system on 3.6.0. I have been investigating paying for some support to get a 3.6.0 install up and running with RTFM and RTIR modules. The company bean counters opened the purse strings to let me buy the O'Reilly book but are not as forth coming with rupees for installation support. I am just hoping we don't have to abandon the 3.6.0 search because of time constraints. That would be a shame, like the wording of one testimonial on the BestPractical site : Doing helpdesk/support without RT is like watching TV without TiVo, I can only stand it for a short while. I share this feeling even though I am not a user of TiVo. I am impressed with the RT community on this board. I suspect they all have their installation nightmares. Some correspondence have given me some insight. Responders have admitted RT is not a turn key install and many of the secrets to a successful installation are locked away in the minds of techies and rarely shared. Though rarely shared they are indeed valuable and should be treated like a +5 sword you find after killing the last dungeon boss. My background is aviation. Planning and design are critical before a production implementation if you don't want aluminum rain:( I am finding this part difficult because everyone is focused on getting it working without a clear definition of what working means. Are you explaining you're not sure of how to use the system or not sure when the system actually works ? Sean Conway Network System Specialist If you want I'm willing to help you out on a 100% base, personal mail and direct communication. No charge I promise. The only feedback I would like is someone on your side trying to document it as completely as possible, and so we can return this valuable information back to the community. So my offer, I have the time, the knowledge and the will. You care to document and share ? You may reply on or off-list as you like. -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 [EMAIL PROTECTED]^ Fax: +32(0)9/355 13 41 .. Key : http://www.bubbles-it.be/pgp/niels.asc.. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : http://pgp.mit.eduKey-ID : 0x80FAAF0F .. A diplomat is a person who can tell you to go to hell in such a way that you actually look forward to the trip. - Caskie Stinnett, Out of the Red ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] New RT 3.4.5 install - rt-mailgate install
Lorell Hathcock wrote: That does not say how to set up the user in RT. I created a user called mailman. This is probably where I'm going astray, but I do not see any special settings that designate this user as the user which can receive mail. There should be no need for a separate user to inject mail using rt-mailgate. I added the following line to /etc/aliases: support: "/opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url http://support.emcsol.com/" If this is a true copypaste line it has an error, try replacing with support: "|/opt/rt3/bin/rt-mailgate --queue\"'00-Incoming Email\" --action correspond --url \"http://support.emcsol.com/\"" I'm not 100% sure about replacing the ' with " but this is how I use it and it works. and ran newaliases. on a sidenote, please supply which MTA you're using. When I add the --debug option to the command, I get this: [EMAIL PROTECTED] bin]# /opt/rt3/bin/rt-mailgate --queue '00-Incoming Email' --action correspond --url http://support.emcsol.com --debug test Connecting to http://support.emcsol.com/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, line 1. I have never tried the --debug option so don't know how it should respond. It makes me think that the permissions on my designated user are not set up correctly. Depends a bit on what your MTA shows in it log files, does your mail bounce or does it not appear in queue ? Thoughts? Thanks! Hope this helps you. -- Vriendelijke groeten, ^ Bubbles IT ^ Oude Heerweg 175 Niels Huylebroeck ^ 9160 Lokeren, Belgie Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31 [EMAIL PROTECTED]^ Fax: +32(0)9/355 13 41 .. Key : http://www.bubbles-it.be/pgp/niels.asc.. .. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F .. .. Keyserver : http://pgp.mit.eduKey-ID : 0x80FAAF0F .. A diplomat is a person who can tell you to go to hell in such a way that you actually look forward to the trip. - Caskie Stinnett, "Out of the Red" ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] New RT 3.4.5 install - rt-mailgate install
support: "|/opt/rt3/bin/rt-mailgate --queue\"'00-Incoming Email\" --action correspond --url \"http://support.emcsol.com/\"" support: "|/opt/rt3/bin/rt-mailgate --queue \"00-Incoming Email\" --action correspond --url \"http://support.emcsol.com/\"" correction (left out a space and had a lost ') ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
comment question: how to avoid attachments?...Re: [rt-users] how's 3.6.0 working for you?
They WORK in 3.6! Hm - but I see a difference: Comments created with -m are in-line in the ticket, but tickets added with -a become attachments. (this was not the case with 3.4.5) Is there a way to avoid that? (other than use -m) - joel anderson * [EMAIL PROTECTED] * 612-625-7389 -- pager: 612-648-6823 Be a part of the Next Age of Exploration http://www.planetary.org/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] RT 3.6.0 Custom Field Validation
Hi Everyone, There is a new feature in RT 3.6.0 that allows one to set up Validation on data entered into a custom field. The question I have is how does one define new validations? Also, what syntax is required for setting up validations? Thank you for your help. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.com - ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT 3.6.0 Custom Field Validation
On Thu, Jun 22, 2006 at 11:55:26AM -0600, Nick Metrowsky wrote: Hi Everyone, There is a new feature in RT 3.6.0 that allows one to set up Validation on data entered into a custom field. The question I have is how does one define new validations? Also, what syntax is required for setting up validations? Nick, It's a combo box, so if the validation you want doesn't exists you can just type it in. The syntaz is Perl regular expression syntax, so just refer to your favorite perl manual. This is just from observation. I have used it much yet. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] RT 3.6: Disabling global scrips per queue?
I thought 3.6 was to support disabling global scrips on a per-queue basis, but I don't see it. Is it there? -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT on Mac OS X Server 10.4
Mike,I somehow managed to get all of the perl scripts installed and it appears that the make testdeps found all of them. I then followed the instructions to add the following lines to the http config files only after I created the domain name in server admin. Location / RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /LocationWhen you pull up the page it lists the following as the error message.The server encountered an internal error or misconfiguration and was unable to complete your request.Looking at the logs I get the following message having to do with Mason. What am I missing on this whole thing? [Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n[Thu Jun 22 13:03:16 2006] [error] Undefined subroutine RT::Mason::handler called.\n[Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n[Thu Jun 22 13:03:16 2006] [error] Undefined subroutine RT::Mason::handler called.\nThis has honestly been the most difficult installation of open source software I have ever run into. I am going to have to try a reinstall just so I understand it more once I get it up and running.Thanks much for any help that you can provide me. I really do appreciate it.JasonPS: Server config: OS X 10.4.6, Xcode 2.2 if I remember right.On Jun 1, 2006, at 8:55 PM, Dunne wrote:Could you possibly send me an error log from a failed install? Are you using the MySQL version that is bundled with OS X or did you run a standalone install?Mike-- Original Message --From: Jason Fouks [EMAIL PROTECTED]Date: Thu, 1 Jun 2006 20:03:31 -0500 When I installed 10.4.6 server along with Xcode 2.2 I tried using CPAN to get the any of the perl modules working and none of the perl modules seemed to go successfully. I was working with this article I found on the internet and failed at it using these directions. (https://portal.aero.und.edu/docs/general/rtosx)JasonOn Jun 1, 2006, at 12:18 PM, Michael Dunne wrote: Howdy, I managed to get it running on OS X4.6 client. Which modules are you havingdifficulty with?MikeOn 6/1/06 12:54 PM, "Jason Fouks" [EMAIL PROTECTED] wrote: I am running 10.4.6 on a test box. I am trying to get the PERLmodules built but it seems to fail every time which means I can't getthe RT program running. Has anyone had success with getting the PERLmodules built and have step by step directions as to how to get RTbuilt on a brand new 10.4.6 OS X Server?Thanks much,Jason___http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-usersCommunity help: http://wiki.bestpractical.comCommercial support: [EMAIL PROTECTED]Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy a copy at http://rtbook.bestpractical.comWe're hiring! Come hack Perl for Best Practical:http://bestpractical.com/about/jobs.html___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT 3.6: Disabling global scrips per queue?
On Thu, Jun 22, 2006 at 02:34:57PM -0400, Jesse Vincent wrote: On Thu, Jun 22, 2006 at 02:30:35PM -0400, Todd Chapman wrote: I thought 3.6 was to support disabling global scrips on a per-queue basis, but I don't see it. Is it there? That wasn't ever on the list. That comes in when we get to do the Scrips- Rules rewrite. Sorry. Faulty memory. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Custom Fields query vs. CLI edit syntax inconsistencies
Why don't they both use the same syntax for referencing custom fields? I'm not sure that's necessarily a bad thing - the REST syntax for CF editing is nice and simple for scripting - the curly brackets would make things more complicated to parse and generally use. When I was deciding on a format for displaying CFs for the AT REST code, I automatically chose CF_ (changed to CF- now to match RT 3.6.0) because it's easy to parse in the REST code and easy to edit in the CLI. All that shell escaping for curly brackets when you're scripting would make the REST interface less convenient to use ... PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT on Mac OS X Server 10.4
I installed RT 3.4.5 on Mac OS X 10.4.3 client and have been able to get everything except mail delivery working right. Installation was a blend of the instructions on the RT wiki manual install page and OS X install page. I didn't install perl or apache, and the fixdeps/CPAN stuff worked great except one module I had to force install. I found the entire installation to go very smooth and easy. It was easier than I expected (on the third try).I'd love to hear how different people got email delivery working on OSX 10.4 client.We prefer having RT run on a separate machine, since it requires a lot of customization and we won't be running software update on the machine (who knows what Apple might decide to udpate!) and we decided it didn't require Xserve hardware and we had other spare hardware laying around, so a 10.4 client based installation on a standalone was the way to go for us. I also read that it is much more difficult to install on Server than on Client, that certainly influenced our decision. (think headless mac mini, cheap unix workstation!) Right now it's up and running on a Pismo G3 Powerbook, sitting up above my desk on a shelf with a wireless network connection. As soon as I can figure out how to get email delivery working I'll put RT on something more robust... I have a pretty good step by step instructions sheet built for OS X 10.4 client but haven't posted it yet since it's not fully functional yet...Hope this helps. If anyone can help me configure postfix/email/RT please give me a shout!We are currently using RT 1.0.7 on a Beige G3 Tower running OS X Server 10.0. Built about 6-7 years ago, it is nearing time to upgrade hardware and software...-DerekOn Jun 22, 2006, at 2:37 PM, Jason Fouks wrote:Mike,I somehow managed to get all of the perl scripts installed and it appears that the make testdeps found all of them. I then followed the instructions to add the following lines to the http config files only after I created the domain name in server admin. Location / RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /LocationWhen you pull up the page it lists the following as the error message.The server encountered an internal error or misconfiguration and was unable to complete your request.Looking at the logs I get the following message having to do with Mason. What am I missing on this whole thing? [Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n[Thu Jun 22 13:03:16 2006] [error] Undefined subroutine RT::Mason::handler called.\n[Thu Jun 22 13:03:16 2006] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl /Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6 /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at (eval 6) line 3.\n[Thu Jun 22 13:03:16 2006] [error] Undefined subroutine RT::Mason::handler called.\nThis has honestly been the most difficult installation of open source software I have ever run into. I am going to have to try a reinstall just so I understand it more once I get it up and running.Thanks much for any help that you can provide me. I really do appreciate it.JasonPS: Server config: OS X 10.4.6, Xcode 2.2 if I remember right.On Jun 1, 2006, at 8:55 PM, Dunne wrote:Could you possibly send me an error log from a failed install? Are you using the MySQL version that is bundled with OS X or did you run a standalone install?Mike-- Original Message --From: Jason Fouks [EMAIL PROTECTED]Date: Thu, 1 Jun 2006 20:03:31 -0500 When I installed 10.4.6 server along with Xcode 2.2 I tried using CPAN to get the any of the perl modules working and none of the perl modules seemed to go successfully. I was working with this article I found on the internet and failed at it using these directions. (https://portal.aero.und.edu/docs/general/rtosx)JasonOn Jun 1, 2006, at 12:18 PM, Michael Dunne wrote: Howdy, I managed to get it running on OS X4.6 client. Which modules are you havingdifficulty with?MikeOn 6/1/06 12:54 PM, "Jason Fouks" [EMAIL PROTECTED] wrote: I am running 10.4.6 on a test box. I am trying to get the
Re: [rt-users] RT 3.6.0 Custom Field Validation
On Thu, Jun 22, 2006 at 01:17:07PM -0600, Nick Metrowsky wrote: Hi Todd, Thank you for writing. So, based upon you message, the validation is defined on a custom field by custom field basis. I sort of thought so, as I could not find an option to set this up globally. Having a global configuration capability may become a useful feature in the future, as folks may want to choose from a library of validations; as opposed to setting up validations on a field by field basis. I agree. Lots of extensions could be made for different types of validation. Looking at the RT code, I'm surprised there is no Callback for adding new ones. I'm sure Jesse would take a patch for that. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT 3.6.0 Custom Field Validation
On Thu, 2006-06-22 at 15:41 -0400, Todd Chapman wrote: I agree. Lots of extensions could be made for different types of validation. Looking at the RT code, I'm surprised there is no Callback for adding new ones. I'm sure Jesse would take a patch for that. You could just edit html/Admin/CustomFields/Modify.html and add them in to the Validation section. It isn't ideal, but it may help. -- Joshua Colson [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Custom Fields query vs. CLI edit syntax inconsistencies
On Thu, 2006-06-22 at 12:31 -0700, Philip Kime wrote: I'm not sure that's necessarily a bad thing - the REST syntax for CF editing is nice and simple for scripting - the curly brackets would make things more complicated to parse and generally use. When I was deciding on a format for displaying CFs for the AT REST code, I automatically chose CF_ (changed to CF- now to match RT 3.6.0) because it's easy to parse in the REST code and easy to edit in the CLI. All that shell escaping for curly brackets when you're scripting would make the REST interface less convenient to use ... What if the CLI supported both versions of the syntax? Would that make the REST code more difficult to maintain? I agree that the lack of curly brackets makes scripting cleaner but I spend a few hours hitting my head against the wall to discover that difference (in the beginning). Maybe this should be moved to the -devel list. -- Joshua Colson [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RT 3.6.0 Custom Field Validation
Hi Joshua, Thank you for writing and the location of the code which contains the validation definitions. It would not be too bad to add the various validations here, as it is better than the alternative of typos when someone tries to enter a validation when creating a custom field. Ideally, this data showed be stored in the database somewhere and the contents maintained via the Global configuration option. At least I know where to make a change when the time comes to use this capability. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: Joshua Colson [mailto:[EMAIL PROTECTED] Sent: Thursday, June 22, 2006 1:52 PM To: Todd Chapman Cc: Nick Metrowsky; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 Custom Field Validation On Thu, 2006-06-22 at 15:41 -0400, Todd Chapman wrote: I agree. Lots of extensions could be made for different types of validation. Looking at the RT code, I'm surprised there is no Callback for adding new ones. I'm sure Jesse would take a patch for that. You could just edit html/Admin/CustomFields/Modify.html and add them in to the Validation section. It isn't ideal, but it may help. -- Joshua Colson [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Custom Fields query vs. CLI edit syntaxinconsistencies
You could deal with both on input but you'd need to pass a flag back and
forth to keep track of which format you wanted on output and I don't
think that would be be very pretty. As long as the rt help stuff
mentions the format, I would think it would be ok. The rt
search|list|ls help does say that the format is the SQL-like syntax
(TicketSQL) that RT uses - as long as the show and edit help said
CFs have prefix CF- or something?
The change to CF.{} for REST CFs wouldn't be hard to code but I'm just
not sure that propagating a tricky syntax even further would be such a
good idea? It's possible (and easier) to modify the REST search function
to allow CF- as well as CF.{}. What about that?
PK
-Original Message-
From: Joshua Colson [mailto:[EMAIL PROTECTED]
Sent: 22 June 2006 12:56
To: Philip Kime; Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields query vs. CLI edit
syntaxinconsistencies
What if the CLI supported both versions of the syntax? Would that make
the REST code more difficult to maintain?
___
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RE: [rt-users] Custom Fields query vs. CLI edit syntaxinconsistencies
Here's a simple patch to $rtroot/share/html/REST/1.0/search/ticket to
enable searches to use either format
*** /usr/local/rt/share/html/REST/1.0/search/ticket 2006-05-25
21:11:58.0 -0700
--- /tmp/ticket 2006-06-22 14:57:12.634046264 -0700
***
*** 82,87
--- 82,91
}
my ($n, $s);
+
+ # Allow queries involving CFs to use the REST-style syntax
+ $query =~ s/\bCF-([^\s]+)/CF\.\{$1\}/g;
+
eval {
($n, $s) = $tickets-FromSQL($query);
};
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Re: [rt-users] Users replying to resolved ticket notifications re-opens ticket
Where does one apply this said patch? Mathew Snyder Systems Administrator Network+ ServerVault TechOps Dirk Pape wrote: Hello, --Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck [EMAIL PROTECTED]: So using CustomValue you'd have something like this : thanks - set CustomValue ID10T - resolve (silent - no mail) we here use our silently_resolve.patch in http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/ (available for 3.0 to 3.6), to enable a new status selectable by staff to resolve a ticket after thank you without notifying anyone. Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
